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If I could do minus I would where do I start I brought my Audi A5 from derby Audi who were more than happy to sell the car. However when it was time to exchange for a newer lower model the salesman didn’t want to know.

They never returned calls and basically seemed like I was not worthy of their time. I took a trip to Audi Sheffield. What a difference !! the sales team could not do enough and they were only to happy to help ( please note this is a review of derby Audi and their escalation to resolve issues) my son who was 19 went to derby Audi as he wanted to buy an A5 the salesmen would not even give him the time of day !

So he went to Leeds Audi he received the same first class service I did at Audi Sheffield! He drove away in an Audi A5 S line Quattro perfect car, and amazing service from Leeds. On the way to work in June 2018 ( he has only had the car 9 months) on the motor way the car went into limp mode dangerous yes but all accidents averted the AA attended and said there was a fault take it to Audi as the engine management lights were showing. This is where we discovered the true extent of the lack of service and that is being kind!

Audi derby had the car for 3 days and returned the car to say they could find no fault and all had been checked. Two weeks later my son had the same issue but this time the dashboard was a disco with various lights. The AA attended again (this is through Audi assist) they told my son go straight to the dealership. Audi Derby informed my son he could have an A3 from enterprise ( basic model) but he would have to make his own way there?

7 days later still the A5 is not road worthy and Audi Derby inform us they are cancelling the insurance on the A3 and he needs to collect an A1? They have done nothing with the A5 as they are waiting for Leeds Audi to agree to pay? They are all part of Sytner group why is this an issue? My son does around 2000 miles a week and is 6.4,( the car is too small) he has spoken with his peer group and amazingly some of the young pretty ladies in the group the same age as my son refused the A1 and where given (by the nice service man) a car the same as theirs TT’s ( I wonder why) 14 days in and no change the A5 is still at Derby and nothing has happened why ?

They are still waiting for Leeds to agree to pay. 21 days in and after multiple calls with Simon from service at Derby (who advises my son “ I have a good mind to give you the car back and let you drive to Leeds and sort it your self” the car is not driveable ? ( customer service at its best) my son and I contacted the head of Audi uk who handed our information to the executive team. We are at present over a month without a car that cost around £500.00 per month and with no idea when the car will be fixed.

My son phoned Audi Leeds in desperation who have acted so swiftly the A5 has been flat backed from derby and is now in Leeds ( we are still awaiting a new curtesy car and a fix date)

Why is the customer the one to suffer ?

Even the executive team have been a waste of time looking into the matter for over a week to state well the car is in Leeds now ( we know it is in Leeds we arranged it all) but the complete rude and disgusting attitude of the Team at Derby and the escalation of the executive team show that Audi are not a five star service company and you only fall lucky with a couple of dealerships! Hopefully this will help a few people but I will ensure that all parties are aware of what a complete an utter shambles Derby Audi are!!!

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Anonymous
#1568509

I have been 54 days without my 2017 leased Audi A4 here in New York. It broke down while on vacation and it has been to two dealerships.

It broke down while we were on vacation in Vermont. After 30 days of them not being able to get a read out on it (the entire dashboard lights up with warning lights.) and Audi of America not giving us a rental car or loaner car (they told us it a dealership courtesy, not an Audi of America courtesy & the dealership out of state told us they had no loaner car for us) we had it flat bedded back to the dealership we purchased it from in NY. It's now been at that dealer since Sept. 4.

Fortunately, they are giving me a loaner car. They have tried 2x to fix the problem, thrown lots of parts in it, but every time they test drive it, it fails the test drive. Audi of America keeps telling us that I cannot get out of the car and into a new one (I have been paying $520/month for a car I haven't driven in 54 day!) until the dealership fixes the problem. I told them the problem appears to be "unfixable".

It's been in two service departments and neither one can fix the problem. All Audi of America does is offer us their empathy; the customer care representatives tell us they don't make the decisions--their upper level "team" makes these decisions. When I asked if I could speak to a member of this "upper-level team", I was told that they don't speak with the public!

This is straight out of the Wizard of Oz! Some men, siting behind a curtain, untouchable, unreachable, unwilling to speak directly with a very patient but highly frustrated customer who has purchased four Audi's from them--how can this be?!

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