Fwd: TT bad experience

["Milan B. Milojevic" <milanb@earthlink.net>]

Date: Thu, 09 Dec 1999 17:10:42 -0800
To: PlyBoyDoct@aol.com, audi_92_100cs@yahoo.com, "Quattro List" quattro@audifans.com
From: "Milan B. Milojevic" <milanb@earthlink.net>
Subject: TT bad experience
Bcc: Cohen_Geo S.

I followed the trial and tribulations of this TT owner with some interest.  Some of you may remember my brief postings regarding my own problems with AoA and my 96 A6.  At almost 50K I had to have my engine replaced under warranty.  It started with investigation of a simple (if those exist) engine knock when starting the car cold.  This lead to a discovery that crankshaft was .002" out of factory spec.  They also discovered that valve spring seating shims were missing (not used on newer engines) and that valves were burned.  I will not go into describing the carbon build up which was approaching 1/32" thickness.  It took four months to get me squared away.

My advice to the gentlemen with the TT is to try another dealer.  It is VERY important to have a good relationship with the Service Department where you intend to have your vehicle serviced.  It would be nice for to be the same dealer that sold it to you but sometimes that is not possible.  Now for some general advice that may be helpful.  I speak from experience having worked for Porsche/Audi dealers in So. Cal. in various capacities, from service writer to service manager.

1.      The owner of a vehicle has to understand that if a mechanics can not recreate what you have described they can not fix it.  More so if the condition is intermittent.  Keep detailed logs of all dealings and copies of your repair orders.

2.      If you go in for the second time for the same condition ask the service writer to go for a ride with you.  Unfortunately that practice has become outmoded nowadays.  Remember, service writers are not mechanics.  They are an intermediary that are more knowledgeable about computer and data entry than mechanical workings of your vehicles.

3.      If at all possible try to get the same mechanic that tried to solve your problem previously.  If you have good rapport with the service department they will allow the mechanic to go on a ride with you in order to diagnose the problem.  Keep in mind that mechanics are not there for altruistic reasons, they are there to make money.  Comebacks do not allow them to do that, and after a while even a good service writer runs out of options how to pay the mechanic on reoccurring unsolved problems.

4.      If all the above fails within reasonable time frame contact the service manager of the dealership and Customer Advocate Division of AoA.  From the service manager request to arrange for the AoA Service Representative to inspect the vehicle with you being present.  Odds are, if the service department is good, that he has been contacted already. 

5.      Customer Advocate should have investigated your claim by this time but don't be surprised if they drag their feet.  Call them again. Make sure that they give you a case number.  Ask for the name of the Customer Advocate Supervisor (CAS) and the name of CEO of AoA.  Follow up your telephone conversations with registered, return receipt letters to CAS, CEO and the Service Manger of the dealership you are dealing with.  In a letter describe the problems that you are having which you feel have not been addressed or resolved to your satisfaction.

6.      If all the above brings no satisfaction try to see if AoA will by back your vehicle under the lemon law.  See if the dealer is willing to work with you where you will contribute minimally toward a new vehicle.  Go to arbitration if necessary.

7.      If you still get no satisfaction get a lawyer and be prepared for a lengthy and costly ordeal that may not bring a favorable closure.

        Lastly, good luck.

                Milan