Still no assistance- 3 weeks later

I have officially lost my patience with Audi Assist and Audi Northcliff. One would assume the point of having Audi Assist- Call Centre Careline is to ensure that the dealerships are more streamlined and they don't jeopardise Audi- as the main brand.

Had a problem with my radio as it has been playing intermittently. On 10 January I booked the car in and since then I have experienced what is undoubtedly the most pathetic service ever from Audi Northcliff- particularly the Service Consultant (Ndumi Mahlangu). The Audi Northcliff technicians claimed they could find no issue with the radio and even though she had experienced the problem first hand, to get the issue off her hands as the dealership is avoiding incurring the cost of replacing the radio she **** and said the problem was identified and resolved.

I knew this was a lie as Ndumi had told me they were hoping to find a matching radio so they could replace- she then confirmed they could not find a matching radio when I was adamant I could not take the car if the problem was not resolved she said the technicians resolved it.

When collecting the car as expected the radio was not fixed. Deon (sp) another Service Consultant at Audi Northcliff witnessed this and said he would ask Ndumi to order the radio and highlighted we may have to wait if there was no radio in the country as it would have to be ordered from Germany.

I followed up with Deon (sp) and he referred me to Ndumi who claimed to be waiting for the radio from Germany. When I asked her for timeframes she said she'd check and call me back. This was on Tuesday 23 January, 8 days later still no call.

I escalated to Audi Assist and Chantel liaised with Audi Northcliff- both Ndumi and her Manager Wayne and she informed me they were checking with other dealerships to see if a similar problem had bee experienced as they could not just replace the radio without exploring other options. Now it seems Chantel is being given the run around by Audi Northcliff, she's caught in the middle and can't give me the answers I need.

How is a global brand run like a one man show, no sense of urgency or customer centricity. When is this issue going to be resolved.

If your Technicians cannot resolve the issue then replace the radio!

Yours Sincerely,

Thembi