Why Dealers and A of A Get a Bad Rap

[Jason A Whyte <Jason.Whyte@dreco.com>]

I've been reading the numerous comments on this subject.  I've owned
four Audi's, the most recent purchase being my first from a dealer (a
lease returned '93 Audi 90CS).  My others were through private sales.  I
can say without a doubt, I paid more for this car than any other and was
jerked around more by Audi than with any of my past Audis.

This was my first purchase directly from an Audi dealer (Don McGill here
in Houston - beware).  Not more than a week or two after taking the car
home, I had problems.  AC failure, rear brake caliper seizing, cruise
control failed, went through a brand new set of tires in 15K miles (at
my expense) due to their misdiagnosis of a front end alignment problem,
and a host of other problems.  Each time it was a fight with them as to
who should pay for the problem.  They told me all kinds of BS with every
problem that arose.

I had a slight steering wheel vibration which they couldn't fix by
balancing the new tires they had installed.  So then they accused me of
driving the car too hard in the rain and warping the front rotors (which
by the way were also brand new).  They argued and insisted it would be
weeks before new rotors would be available (the current "warped" ones
were a month old).  In the mean time I took the car to a NTB location to
have the problem checked, where they promptly diagnosed the problem as
severe misalignment in the front end.  By this time the right front tire
had excessive inside wear.  Paid NTB for the re-alignment and the new
tires!  Remember, the salesman at Audi billed this car as an "Audi
Certified Lease Return".  It had passed all their rigorous inspection.

I had a rear caliper seize at about 10K miles.  Back to Don McGill.
They repaired it at their cost after I barked at them.  Two months later
I had the car at the other Houston Audi dealer to have the same caliper
repaired again -- but this time the bill was on my account!  It turned
out, the caliper hadn't been repaired correctly the first time at Don
McGill!  More "Audi Certified Technicians" hard at work I guess.

Within the first 6 months of owning the car, I had spent well over $1000
repairing things which Audi either wouldn't or couldn't fix.  I also
spent a great deal of my time taking this car back to them for so-called
"Authorized Service".  I was pissed off to say the least.  Time to put
it on paper to Audi of America.

The four page letter was written, with exact details of dates, problems
and costs and was sent to A of A.  One week - no reply.  Two weeks - no
reply.  Finally I get the number and call them myself.  They have
received the letter and someone will call back.  I wait.  Finally I get
a response and I'm told there is nothing Audi can do!  Nothing!  Even
after I point out blatant misleading activity at the dealer and very
poor service, Audi tells me there's nothing that can be done apart from
ME contacting the dealer with a formal complaint.  The "customer
service" (and I use the term loosely) representative went on to explain
that the dealers are independent franchises and Audi has no control over
them!  What a bunch of BS!

I'm still driving the car and it still is a great vehicle - like new.
But only after I spent a great deal of time, money and effort to repair
much of what the dealer was responsible for.  My word of advise -
they're great cars, but don't hold your breath waiting for customer
support from Audi at any level.  Audi Certified Technicians are taught
in Ingolstadt the "Must Have Been" rule.  Broken part?  Must have been
the owner driving too hard.  Switch illumination burned out?  Must have
been you didn't washed your hands before operating the switch.  Water
leaking in?  Must have been you had the car in the rain too long.