PATHETIC SERVICE

COMPLAINT - PATHETIC SERVICE from AUDI SA & DEALERSHIP: LINDSEY SAKER WELKOM – 26 FEB 2019

As a background to my issue, kindly read the following page which was my initial complaint to Audi SA on the 29th Jan 2019:

“Complaint to Audi SA: 29th Jan 2019 at 13h46 My A5 has been rendered to your Welkom branch on the 9th Jan 2019 for a 60 000km service as per normal arrangement. To date my vehicle is not completed, its three weeks later!!!

However, I've been in constant contact with your consultants and manager in the Welkom branch. First of all, I was informed that the indicator light on the cluster (oil) could not be sorted after they did a pressure test and the likes, they'll have to order parts and will inform me likewise on the progress. During my enquiry on the progress, I was informed that the problem is much greater than anticipated, they will have to order a new oil pump, thermostat, etc. Further discussions with the Manager led that maybe "the engine needs to be replaced" I was shocked and even mentioned that I don't want that car back, this can't be the case. At that point he (manager) indicated after I told them about the inconvenience, that they don't have any courtesy vehicle available. The vehicle that they have was accidentally damaged by a client...now for argument's sake, that's not my problem!!!

However, on Tuesday the 22nd Jan 2019, I was called by Charl, the consultant notifying me that a vehicle has been arranged via Avis. I than needed to go in with my ID & Driver's License in order to sign the paperwork. On Wednesday the 23rd January 2019 I received the vehicle where I still had to pay R1,450. Now, my understanding of a courtesy vehicle is not for the client to be inconvenienced, rather, this was the case!! To fill it up with fuel should have been the only cost! What if I did not have that money available? I immediately called the consultant, Charl to say is this really necessary? he insisted that sir, yes, use the vehicle its full of fuel for you to use.

On Friday, 25th Jan 2019, I spoke to consultant, Anton, who indicated that they have ordered new parts (an oil filter) the previous day, which will only be here on Monday. My concern again, an oil pump was ordered and/or fitted with no new oil filter??? I told him about my dissatisfaction on this whole matter and that the vehicle I'm using needs to be returned on Wednesday at about 13h00. I called again on Monday and spoke to the very Mr Anton who would revert my call...

To this point and time, no one has returned any call or informed me on the current status of my vehicle. Tomorrow marks the 30th Jan than this courtesy vehicle (VW Polo) needs to go back to the rental agents, Avis and yet, I'm still left in the dark about the situation on my vehicle.

This is totally unacceptable!!

I'm a very loyal Audi driver for the past 18 years and this is how we get treated.

Be sure that this matter won't end here!!!”

Therefore, I was convinced that receiving that first call from Audi SA’ Headquarters in Port Elizabeth would ease my situation, but no, I was mistaken by the idea of receiving a “superior call” that my far overdue “service” on my vehicle, which ultimately led into some major “repairs” would disappear.

It is indeed very sad to grasp the notion of anticipating some positive feedback, feedback that was almost running in tandem from both Audi SA and Lindsey Saker Dealership, Welkom. If the Dealership called first, Audi SA, would just simply confirm same and vice versa!

Following from my complaint on the 29th Jan 2019, to date, a month later and yet, nothing significant has occurred. It was all just promises, once again. Hilariously enough, its synonymous to government not delivering on services.

As a matter of fact, Audi SA and Lindsey Saker, Welkom…your services, customer care, manager’s courtesy call, whatever you may call it, I can’t keep track anymore…it stinks!!!! It’s so woeful that I believe they actually run out of ideas. Two weeks ago I received a call stating that, “the technicians finally came to a conclusion and the best thing to do, is that the cylinder head is going to be replaced, new valve guides, and, and, and…” Well, for someone placed in a reprehensible position through their poor workmanship or whatsoever, did not astound me at all!! Or was I supposed to jump with joy?

My story is, they keep on making promises. I received a call last week Monday (18/02/2019) from the Dealership, explaining that the “courtesy vehicle” (actually an Avis vehicle which I had to pay for) and was using at the time, had to be returned immediately. My reaction to the Dealership manager was a blatant “NO, that won’t happen today”. No one informed or even closely advised me that the vehicle should be returned that specific day. His explanation was that he will work on something to provide me a vehicle within two (2) days. Today marks a week later, still no response!!! The other “good news” so to speak from his side was that the parts are on back order, it will be here by Thursday, the 21st Feb 2019 and then the mechanics will start with the work. Audi SA than also called me later that day, stating the same message. Nicole (Audi SA) than indicated that she will follow up with a call on Tuesday. That too, did not happen!

Again, it’s a week later, NO, its weeks later, two months almost and I’m paying R11k p/m for something that I don’t have the slightest bit of joy from. It goes without saying that one really wonders why is this taking so long? Am I one of those customers that are just taken for a simple ride…?

It blows my mind to understand these pitiful excuses and ********* promises. One of my concerns was also never answered when I requested an extension on my vehicle’s maintenance plan up to 150,000 km. The reaction was, “we will take it up sir” and that’s where it ended!