How Audi Centre Sandton puts Clients Lives in Harms Way and doesn’t

I was a client for 11years at Audi Centre Sandton, bought all my Audi’s there and did all my services there. My last car, I decided to keep which is now 6 years old. The warning light on my car came on June this year which I took to Audi Sandton. The technician took the car did something and the light went off. He told me if the light comes on, I need to bring the car back. So my life and my passengers lives where put at risk and in harm’s way since June. Issue one. On 28 Sep I brought the car in again as the light came back on that morning. The technical took the car and said he would need to run the diagnostics. Mandlenkosi was the service manager. He told me to sort out the warning light I need to pay R 1254.00 for the diagnostics and clear the error message or pay R 8447.40 ex vat to replace the airbag but recommended to go with the lower cost as this should resolve the issue. He never told me that if I was in an accident and the airbag would not deploy, my life would be at risk and I should in fact replace the airbag and not pay to just clear the message. Issue two. On 3 Nov the light came back on, so I called Audi Sandton and asked when can I bring the car in as the airbag light has come on for the third time. I was told I need to book the car in. I also asked if I could do my service at the same time since Sandton will have the car, the service manager on the call said yes. I was transferred and booked the car in for 14 Nov as this was the first available date. I brought the car in at 6:30am and waited till 7:00am on 14 Nov. Mandlenkois eventually called me back, stating that the airbag is faulty as its high persistence. I asked what would have caused this and why was I not told this when I brought the car in on 28 Sep. He could not give me this feedback. He said I need to speak to Audi Assist. I then called Audi Assist and spoke to their Customer Care department - Leonie, is the lady trying to help me. She contacted Audi Sandton and Wayne was brought into the picture. From Wayne, I wanted to know and understand why this fault had occurred, how will it be fixed and will it happen again. He failed to provide me with a clear answer that I would be able to understand and just left it at that. After discussions with Leonie, she arranged for a face-to-face meeting in order to resolve this and for the car to be fixed. We met on 15 Nov at 12:02. At first, Wayne was rude, egotistic and arrogant at the beginning. He made it seem as thou I’m making a big fuss over nothing. I should have booked the car in, instead of just coming to the dealership, I should have asked for a job car to be opened when I first came to the dealership, I should have asked Audi Sandton to book a curtsey car for me three weeks in advance so I would have a means of getting around, I must just pay to replace the airbag and not ask any questions. Through this heated conversation again, I said I want to record this conversation so that Audi SA can hear how he is speaking to me and what he is saying. He refused and said he will not carry on with this meeting. I called Customer Care and asked them to record the conversation, which Leonie agreed to do so. The meeting carried on. He instantly changed his tune when Leonie was on the call. Once she got off the phone, I declined the service quote and said I would service my car elsewhere. He then told me to not get angry with Audi Sandton, he said he would take the knock. I rep**** and said he represents Audi Sandton, I will be upset with the dealership and him for the way I’ve been treated and how this was handled. He said if he can do anything about the price of the airbag quote, I rep**** with “a discount would be nice” and left. Issue three. So from the whole ordeal the following is clear: Wayne does not want to take any accountability and responsibility for the issues his team has caused me. The car should have been looked at correctly when I first brought it in. The team has put my life and my passengers lives at risk since June. Wayne does not what to help me in the sense of helping me get around as I did not notify them 3 weeks in advanced (how would I know this to begin with) in order to get a car to use but I must sort out my transportation cost of getting around. Audi SA at least offered to pay R500 for the traveling around – thanks for making the effect. As per Leonine the airbag will be delivered to the dealership today in the afternoon. So the airbag should be fitted tomorrow and I should get the car back tomorrow. Wow 4 days without a car – but as per Wayne this is all my fault, I should have called, I should have made arrangements. These are the questions I kept asking in order to make an informed decision:

Questions 1. What has caused the airbag to become faulty? What Wayne told me: Audi Sandton doesn’t know as they cannot get into the system to see this. My comments to Wayne’s feedback: If the root cause is not fully resolved how do I know that the problem has indeed been fixed. I have zero confidence that replacing the airbag has resolved the issue. I thought airbags do not become faulty, why would it but from what I’m hearing and experiencing faulty airbags are put in the car as they have a life span of 5 years as that’s how long Audi guarantee’s its cars. Question 2: What does high persistence mean. Audi’s answer: It’s an electronic issue. My comments to Waynes feedback: I still don’t understand why an airbag is classified as an electronic and a not safety device. Question 3: Can the manufacturer not explain why this has happened in order to ensure this doesn’t happen again? Wayne’s feedback: No Audi Sandton doesn’t know who the manufacturer is. My comments to Wayne’s feedback: Audi SA made a suggestion which I don’t believe Audi Sandton will follow up on. It’s clear to me that Audi Sandton is only worried about getting cars serviced and making their service targets. Question 4: Why was I given 2 options when I brought the car in the second time and not told that I actually need to replace the airbag as this is a huge safety issue? Wayne’s feedback: Wayne does not know why. My comments to Wayne’s feedback: So can I get my money back as I should never had to pay the R 1254.00 in the first place?

So here is the request I want from Audi Centre Sandton: 1. When I come to collect my car, I will collect the car and do the payment with the receptionist or anyone other than Wayne and his unless team. 2. Wayne asked what he can do about the price of the airbag quote. Well can you let me know what discount you are going to give me? Can you refund the money I wasted paying for the diagnostics? 3. If Audi Sandton is so confident this will fix and stop the airbag warning light from coming on again, can I get a letter stating that should the light come on again, they will cover all cost? Can I also have in writing what the warranty period will be for replacing the airbag? 4. Once the car has had the airbag replaced, can Audi Centre Sandton take the car to another dealer as I want another dealership to run an assessment on the car to make sure the car is road worthy, safe to drive as I feel that Audi Centre Sandton could do something to the car that is ********* and not safe just to switch the warning light off and maybe even sabotage my car. I’ve lost all trust in them, feel unsafe about what their doing and horrified about the way I’ve been treated.

Today I was told the airbag could take 8 - 10 days to come from Germany. Audi SA has said they will pay for a rental car that I need to get and use in the meantime. What is Audi Centre Sandton not paying for this as they’re the ones causing this havoc.