Pathetic customer relations

Hello

I booked my Audi S3 sedan in for a service at Audi Centre Sandton on the morning of the 16/08/2017. I keep my vehicle in a pristine condition with no marks, scratches, dents, etc. on it. Vehicle was inspected and the inspection sheet confirms that the vehicle had no damage on it.

When I collected the vehicle, I immediately noticed 3 subtantial paint chip marks on the left hand side (passenger side) front fender one which was down to bare metal. I informed my service advisor who checked the inspection sheet and then called the “Customer Relationship Manager”. The manager basically said to me that there was no way that the scratches could have happened while the vehicle was with them and that he didn’t think that it went out on the road. I said that it could have happened in the workshop to which his blunt answer was “How?”. Surely apart from the fact that a “customer relationship”manager should have more customer interaction s****s, he should realise that in the workshop there are things such as tools and machinery, etc. that could have possibly fallen on the car or who knows what else. He just refused to even entertain the thought of taking any responsibility for the damage.

When I referred him to the inspection sheet, he confirmed that it did not reflect the damage but just said that it was wrong and that they had probably missed it on inspection due to the lighting!

I find this type of attitude from a high end car dealer unacceptable. My two previous vehicles have also been Audi’s ( a TT and an A5) and I usually sing Audi’s praises but this experience has left a truly sour taste in my mouth that will probably push me into another brand altogether.

To date, Audi S.A. has acknowledged receipt of the my email and the dealer principal has read the email but no one has bothered to respond.