Audi gets me from the grave....
10-18-2006, 06:18 AM
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Audi gets me from the grave....
As you may know from reading my prior posts, I traded in my A8L as a result of the most recent service experience as well as my history of poor service over the years from Holbert's Audi.
This morning, I found a voice mail waiting from me from my Audi service rep asking me to call him back. When I called him, he told me that they forgot to bill me for the installation $250 cost for my windshield replacement and could I please give them a credit card number to bill it out to. I told him that the only one I would give a credit card number to is Larry Holbert, the dealer's general manager. the rep said "OK and thank you."
I then called the service manager "Don" and told him that I got a call from the service rep asking for payment. Don was aware of the discrepancy. I went on to tell Don that I realize that I owe them $250 but I will not pay it until I talk to Larry Holbert. I also told him that, as a result of my service history there that the car has been sold and that I now own a new Lexus GS. The phone went silent for about 5 seconds followed by "I understand." I thanked Don and ended the call.
About 20 minutes later I got a call from Larry Holbert who had only been told about the windshield billing discrepancy (imagine that). I filled him in on the entire service fiasco and told him the the A8L was traded and that I now own a Lexus GS. I went onto tell him that I would not be back to his dealership and that I would no longer recommend people to them.
Larry apologized for the experience told me that he would write off the $250 charge. We did talk at length about service and reliability. It was clear to me that he believed that reliability was the key customer differentiator between Audi and Lexus rather than service. I explained that I did not agree with his analysis and that had I been treated like an owner of the flagship Audi product rather than a Beetle owner that I would still be driving my A8. I gave him examples from my recent Lexus experience such as the choice of an RX, ES, or IS loaner when they installed my XM as well as the surprise gift of Lexus winter floor mats from my saleswoman. He did say that the Thompson dealership is very good and the owner is a fine man.
I went onto explain how I believed that Audi is living in the past when Quattro was a market differentiator but that AWD now was a commodity. I told him that I believed that service is the new differentiator and that he and Audi needs to get with the program or lose the American market. He went on to tell me about his struggles with Audi corporate management's belief that American buyers are took picky and that the European market does not have these problems. Maybe he's right which reinforced the general feeling of paternalism we sometimes experience from Audi seeming to know what's better for us than we do.
In any event, I got to have my say with Larry Holbert and the $250 installation fee written off. Hopefully this will be my last dealing with Audi.
This morning, I found a voice mail waiting from me from my Audi service rep asking me to call him back. When I called him, he told me that they forgot to bill me for the installation $250 cost for my windshield replacement and could I please give them a credit card number to bill it out to. I told him that the only one I would give a credit card number to is Larry Holbert, the dealer's general manager. the rep said "OK and thank you."
I then called the service manager "Don" and told him that I got a call from the service rep asking for payment. Don was aware of the discrepancy. I went on to tell Don that I realize that I owe them $250 but I will not pay it until I talk to Larry Holbert. I also told him that, as a result of my service history there that the car has been sold and that I now own a new Lexus GS. The phone went silent for about 5 seconds followed by "I understand." I thanked Don and ended the call.
About 20 minutes later I got a call from Larry Holbert who had only been told about the windshield billing discrepancy (imagine that). I filled him in on the entire service fiasco and told him the the A8L was traded and that I now own a Lexus GS. I went onto tell him that I would not be back to his dealership and that I would no longer recommend people to them.
Larry apologized for the experience told me that he would write off the $250 charge. We did talk at length about service and reliability. It was clear to me that he believed that reliability was the key customer differentiator between Audi and Lexus rather than service. I explained that I did not agree with his analysis and that had I been treated like an owner of the flagship Audi product rather than a Beetle owner that I would still be driving my A8. I gave him examples from my recent Lexus experience such as the choice of an RX, ES, or IS loaner when they installed my XM as well as the surprise gift of Lexus winter floor mats from my saleswoman. He did say that the Thompson dealership is very good and the owner is a fine man.
I went onto explain how I believed that Audi is living in the past when Quattro was a market differentiator but that AWD now was a commodity. I told him that I believed that service is the new differentiator and that he and Audi needs to get with the program or lose the American market. He went on to tell me about his struggles with Audi corporate management's belief that American buyers are took picky and that the European market does not have these problems. Maybe he's right which reinforced the general feeling of paternalism we sometimes experience from Audi seeming to know what's better for us than we do.
In any event, I got to have my say with Larry Holbert and the $250 installation fee written off. Hopefully this will be my last dealing with Audi.
10-18-2006, 06:27 AM
#2
Very well done Wowdi. I couldnt have said it any bettter(even with 3 "Ts"!).
When I called my dealer and wanted to charge them $75,690.00 for pain and suffering, my phone, as well, went silent. Can you imagine that? I look forward to my experience with Thompson.
10-18-2006, 06:59 AM
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Re: Audi gets me from the grave....
This is my first post in this forum.
I agree service is a key differentiator in the modern luxury car market and strongly empathize with your horrible service experience, although mine was with a different brand. I've always been a Mercedes fan (and you can find me and my cars under the same screen name at the leading Mercedes forum) but now have an order in the queue for an A8L W12 to replace my 2001 S500. My horrible experiences were with all with a particular Mercedes dealer, ranging from a crimp in an oil filter gasket that almost set my car on fire, through engine problems they promised were fixed but caused repeated failures on the highway, to the misdiagnosis of a brake problem. Being a sucker for Mercedes I would still consider their car except that the new S-class is ugly and my wife would ridicule me for suffering through their poor reliability and service again.
The funny thing is that my wife wants a new Range Rover to replace the Lexus LX/470 she's been driving for the last five years, even though she knows first hand how poor range rover reliability is: we owned one before getting the Lexus. The difference is that Land Rover's service people are competent, deferential, apologetic and friendly, while our Mercedes dealer's are inept, rude, condescending and hostile. So my point is that I think you're exactly right: it's really service that wins customer loyalty, not just reliability.
My hope with the Audi, by the way, is that their service will benefit from being part of the same dealership that sold us our Lexus, where their Lexus service is absolutely first rate (good luck with your GS, by the way). Wish me luck: I'm really looking forward to the A8's arrival in late January.
I agree service is a key differentiator in the modern luxury car market and strongly empathize with your horrible service experience, although mine was with a different brand. I've always been a Mercedes fan (and you can find me and my cars under the same screen name at the leading Mercedes forum) but now have an order in the queue for an A8L W12 to replace my 2001 S500. My horrible experiences were with all with a particular Mercedes dealer, ranging from a crimp in an oil filter gasket that almost set my car on fire, through engine problems they promised were fixed but caused repeated failures on the highway, to the misdiagnosis of a brake problem. Being a sucker for Mercedes I would still consider their car except that the new S-class is ugly and my wife would ridicule me for suffering through their poor reliability and service again.
The funny thing is that my wife wants a new Range Rover to replace the Lexus LX/470 she's been driving for the last five years, even though she knows first hand how poor range rover reliability is: we owned one before getting the Lexus. The difference is that Land Rover's service people are competent, deferential, apologetic and friendly, while our Mercedes dealer's are inept, rude, condescending and hostile. So my point is that I think you're exactly right: it's really service that wins customer loyalty, not just reliability.
My hope with the Audi, by the way, is that their service will benefit from being part of the same dealership that sold us our Lexus, where their Lexus service is absolutely first rate (good luck with your GS, by the way). Wish me luck: I'm really looking forward to the A8's arrival in late January.
10-18-2006, 07:18 AM
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The A8 is a fine car! I sincerely hope you are right about your dealership...
...But remember this:
Lexus REQUIRES their dealers to treat customers the way they do. Lexus has made a choice to "buy customer loyalty." Conversely, Audi and MB dealers often are at odds with their German parents who do not realize that Americans EXPECT better service for more expensive cars. Some Audi and MB dealers make the the choice themselves to render better service but most do not because to do so is "swimming upstream" against the corporate mentality of the manufacturer.
I do have a theory as to why. Have you ever visited Europe Asia? The European socialist system of safety nets has rendered service abysmal and has lowered customer expectations because they have largely decoupled rewards from service. Asia and the US, on the otherhand, integrates reward with service (e.g tipping, etc) much more than in Europe, hence we expect and often get better service.
Just one of my pet theories.
Lexus REQUIRES their dealers to treat customers the way they do. Lexus has made a choice to "buy customer loyalty." Conversely, Audi and MB dealers often are at odds with their German parents who do not realize that Americans EXPECT better service for more expensive cars. Some Audi and MB dealers make the the choice themselves to render better service but most do not because to do so is "swimming upstream" against the corporate mentality of the manufacturer.
I do have a theory as to why. Have you ever visited Europe Asia? The European socialist system of safety nets has rendered service abysmal and has lowered customer expectations because they have largely decoupled rewards from service. Asia and the US, on the otherhand, integrates reward with service (e.g tipping, etc) much more than in Europe, hence we expect and often get better service.
Just one of my pet theories.
10-18-2006, 07:59 AM
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Your theory sounds right to me
The dealer in question is Ira Audi / Ira Lexus north of Boston. I searched these forums for comments on Ira service before buying the car: more were positive than negative. I agree it's a risk. I figured my choices for a large, high-end, four wheel drive winter commuting sedan were 1) the A8L W12; 2) the S550 4-matic (ugly, no 4-wheel drive V12); 3) the Bentley Flying Spur (ridiculous to buy as a winter commuting car); 4) the Volkswagen Phaeton W12 (discontinued); and 5) the upcoming Lexus LS/600hL. The Audi is best looking, and I figured it would feel more sporty than the Lexus.
10-18-2006, 09:25 AM
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Based upon my drives, the Audi is more sporty. I think you made a good choice. Good Luck!!
My boss owns a Lexus and a Mercedes from the same dealership. He reports that the Lexus service philosophy has leaked over into the MB dealer compared to service he has gotten from other MB dealships.
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10-18-2006, 11:34 AM
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Re: The A8 is a fine car! I sincerely hope you are right about your dealership...
I just traded my Mercedes and my Range Rover for my Audi S8. I had great service from my Land Rover and Mercedes dealerships. I just wanted a change. I miss both vehicles, but I am enjoying the Audi. It is too soon to know about the service that I will receive. The dealerships are always nice (I would hope) when you are purchasing a vehicle.
I like the new S class, and would have purchased one if the S63 had been available.
I like the new S class, and would have purchased one if the S63 had been available.