Unnbelievable! I am so ticked off right now. This isn't the biggest car disaster story you've ever read by far, but it is just a great example of incompetence in an Audi service department.

My A6 was bought used about 4 months ago with a remainder of a CPO waranty until March 2008. Almost immediately after I bought it, I noticed I had a clunk/rattle noise coming from the front end of my car while driving over uneven surfaces. Through searching here and after some discussion, this seemed to be a control arm related issue. I thought it should be CPO covered, so I took the car in on September 5, 2007. My carwas at the dealer all day, and Joseph told me they found the problem and the partshad to be ordered (a spring and a bushing is what he mentioned). After a couple of weeks, I called back andtold Joseph to call me about the status of the parts order. No call back. Two days later,I call back. Joseph said he will check with the parts manager and will call me back. No call back. Still no response. I called back later and spoke to Tim, who said he would help me and said he needed to check on the order with the parts manager. He told me the parts should be in on October 3, so we should tentatively schedule on October 4. He said he would call me. Guess what? No call. I call on the morning of October 4, and he forgot to check the parts order. So I told him to go check and I needed to go to work. Finally he called me back and told me the parts are in. I schedule to drop my car off on October 5. I dropped my car off on October 5, and Tim typed up my service request.At the end ofOctober 5, I got a voicemail stating they could not find the problem and they needed the car for another day.I called onOctober 6 for an update from Tim. No call back.I finally get a call back on October 8 (today) from John since Tim is off. He told me theyroad tested the car this morning, and were clueless what the problem was.

OH MY GOD.

I proceeded to explain in a not exactly calm voice that my car was brought in over a month ago and they diagnosed the problem then. Parts were ordered and they should have them. They should be fixing the problem at this point and not diagnosing it. I said that if they want to hear the rattle /clunk sound, the car is pretty insulated with the windows up, so they need to roll the windows down and drive over an uneven surface in order to hear what sounds like something about to fall off the front suspension. I asked them what was done to my car on October 5, and October 6. Guess what? NOTHING!

So now they are checking. Am I at the mercy of incompetence? This post might paint me as an angry customer, but usually I am the easiest, nicest customer one could hope for. But today was just completely unacceptable. Does Pacific Audi have this reputation, or did I just get the one instance of HORRIBLE customer service?


I am thinking about writing a letter and sending a copy up the chain so that everyone knows Pacific Audi really screwed up with me and that it is unacceptable to treat a customer this way. Any ideas who I can send it to?

 

I'm a little bit more relaxed now. John called me back after he figured it out. He found my parts and spoke with the tech who remembered my car and the issue. Supposedly it is getting done today. At least I have today off in honor of Christopher Columbus. Gotta love my cushy Gov job.

Oh- I sent an edited version of my post to Audi customer CARE. I'm not sure what that will do.

 

sux.. sorry to hear baout the troubles...
wheres Pacific Audi located???
SD?

I have had nothing but HORRIBLE experiences at the Dealers...

except for Penske in West Covina.. theyre great... good people...
GREAT SERVICE...

 

They are in Torrance, close to where I live. I have heard good things about West Covina- but that's a little too far for convenience sake. Then again, after this experience...

 

yeah .. for convenince sake it is a bit away... I will gladly drive to West Co for
service from here on out though - The Riverside dealer isnt even open on Sat ! [:@]

sounds like you have things worked out - which is good...

have you ever been to one of our gtgs?
we have one coming up at the end of Oct...

 

I have not been to an Audi GTG. Sounds like fun though.

 

yeah the ppl are great.. and of course the cars are bada$$...

hope to see you make it out to one of our meets...

 

I finally got my car back on Tuesday. It ended up being a bushing attached to the brake caliper. I have not had a chance to really drive around yet, but I believe that solved the issue. Pacific Audi came through in the end, but they need to work on their communication with their customers. IT ISA BIG DEAL to have a customer go some needless days without a car.

 

Yeah, customer should always be their priorities.

I'm glad you got the problem solved and fixed though.