Edinburgh Audi - Very Frustrating

[Bash D Bishop]

A couple of weeks ago I had the "Brake Pad" warning light come on. I called Edinburgh Audi to book it in.During the booking incall the person I spoke to said it was probably due a service. At the time Isaid it still had c.1000 miles before the oil change was due and around 4000miles to the major service. I was advised that given the close proximity to theoil and major service then the latter would be done. I dropped the car off at 9:00am on Friday and went off to work from my parents who live a few miles away. At 16:45 there was a voicemail from Audi saying my car was ready to collect but it would have to be booked in again as they hadn't done the brakes. ***? The primary reason it was booked in was to have them done.

I didn't bother calling them back and immediately went up to the showroom. The service receptionist was apologetic but could not give me a reason why they weren't done. He first said that they hadn't had time but when I pointed out that the primary reason for booking the car in was to have them done he was flummoxed. He then said it was probably due to the fact that they hadn't received the go-ahead from Audi Complete but I rubbished that.

The Audi centre is a 60 mile round trip for me. I work away most of the week so need to plan carefully when I can put the car in. When I pointed this out to him he agreed that they will do a collection this Friday and leave me a car. I need to be in Edinburgh on Friday evening so I'll drop it back and collect mine.

To rub salt in to the wound on checking the car onSaturday I could see that only the oil service was carried out and not the fullservice. This makes the failure to complete the brake work even worse as it ismy understanding that the oil service is only around 1 hours work. They had my car for nearly 9 hours!

It is all well and good having big shiny showrooms with latte machines and free soft drinks but if they cannot get the basics right then it counts for nothing. I have no choice where to go for my servicing. The next closest Audi Centre is in Glasgow and it is also owned by Lomond.

This is not the first issue I've had with Edinburgh Audi. When in the market for a new car I couldn't even get the salesman to return my calls. Even when I eventually went in again he wasn't much interested. I also had issues with a couple of minor pieces or warranty work not being done correctly.

[playasyougo]

I had a very similar experience with Lookers Audi in Hillington, Glasgow. The worst service from sales and even worse aftersales. They damaged my car when fitting the Audi swivel towbar so that delayed the collection date by one week. 730pm the night before collecting i was informed of the damage and delay so a day off work wasted. The following Friday with another day booked off work i was called 830am to be told the car wasn't repaired fully as one of the trims was never ordered in the first place. I informed them i was called twice to be told the car was ready for collection. Long story and more details to say but typical salesman only interested in the sale and everything after was just no interest shown. Seriously bad service. I forced them to give me the car in the end still needing the trim and asked it to be sent to Edinburgh Audi to fit. I ended up just asking for the part to take away and i would install. Collected from Edinburgh Audi only to be called to say i'd been given the correct part but it was the wrong item as it was for another job. I had to return this particular item as it had a reference number attached to it that had to tie in with their system. A small error but easily avoided none the less. Overall after dealing with Glasgow and Edinburgh i would say expect lower standards than Audi acutally look for.

My uncle has bought two new Audi A4's from Edinburgh Audi and there has always been a hassle of some sort. Just easily avoided things that would have not happened if someone actually took ownership for seeing things through and couldn't easily pass the buck.

The best experience i've had (only by call backs and service over the phone) is from A for Audi in Glasgow by Andy. They get good reviews and have been great comminicating with me so far.

[Bash D Bishop]

It isn't what you expect from Audi. If I am asked to complete one of their surveys it will be well marked down.

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[SMILEMAN]

Up to now my experience of Basingstoke Audi has been excellent, but I have heard from someone on the inside and from 2 colleagues that since they have been taken over by Lookers (same group) lots of the old staff have walked and things are going down hill. Mine is booked in for the dreaded sticking fuel cap (won't lock) and a juddering clutch on take off issue. Also have a service in the next couple of months and then of course the emmisions fix so will be good test.

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[Whippy53]

Up to now my experience of Basingstoke Audi has been excellent, but I have heard from someone on the inside and from 2 colleagues that since they have been taken over by Lookers (same group) lots of the old staff have walked and things are going down hill. Mine is booked in for the dreaded sticking fuel cap (won't lock) and a juddering clutch on take off issue. Also have a service in the next couple of months and then of course the emmisions fix so will be good test.

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I went off them really quickly, try Newbury for service, I have heard great things about Guildford for sales.

[johnsimcox]

I went off them really quickly, try Newbury for service, I have heard great things about Guildford for sales.

Guildford is also part of Lookers. That said my experience of Guildford VW (again part of Lookers) has been fine but that was only for standard service work

[Whippy53]

Guildford is also part of Lookers. That said my experience of Guildford VW (again part of Lookers) has been fine but that was only for standard service work

Its more down to the dealership management than who actually owns it, not used Guildford myself but I know people who have who say its great. Time will tell I suppose.

[Akash]

I used Guildford for the first time last week - we went to buy 1 car, and came out with 2 mainly because of the sales team. No pushing at all and dealership generally is nice.
Having said that, the A6 has gone back today for some rattling work so I get a chance to test the servicing team too.
Heard a fair bit about the lookers group but these guys seem to be happy in what they do bearing in mind the lookers take over wasnt too long ago

And I guess time could tell if this turns out to be a dud car and how Guildford deal with it but everything in the original post is true of many dealerships(and I've used a fair few the last 8 years of various Audi ownerships) - it's sad but soon as they get a little big...down goes customer service and reasoning.

[Bash D Bishop]

They've managed to screw up again. To make up for the first **** up they agreed to collect my car and leave me a courtesy car. I specifically stated that I would bring the courtesy car in to them as I had to collect my son from my parents who live relatively close to the dealership.

All started well. The driver arrived and collected my car. I reiterated the that I would bring the car in and for them not to bring my cae back to me.

Later in the afternoon I had a voicemail saying the work was complete and the driver was on his way back to me. Aaggghhhh! I immediately called back but couldn't get hold of the person handling my service. It didn't matter much as 20 minutes later the driver appeared.

It was the same driver who had collected my car and I asked why he'd brought it back. He said he told them it was not to be returned but was overruled. I pointed out "Collection Only" on the paperwork he had. 😠😠😠😠

While not a major issue it meant I had to drive in again and rack up a very unnecessary 60 mile round trip.

I've had one of their surveys through so have let rip on that.

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[Whippy53]

I don't know what it is with these people, took mine in for service and told them "no wash" had them write it across the paperwork in red letters, even put a note on the dash. Collected it and guess what? Yup, right first time. Morons!