Dealer/Service question
06-15-2005, 08:27 PM
#1
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Dealer/Service question
If you buy from one dealer, can you have your maintenance done at another dealer? That is, does a dealer that didn't sell you the car have to honor the 4year/50,000 mile free maintenance, regardless of where you purchased from?
In addition, are they obliged to provide you with a loaner? (I would think this probably is dealer-specific)
In addition, are they obliged to provide you with a loaner? (I would think this probably is dealer-specific)
06-15-2005, 08:50 PM
#3
You can have the car serviced at any dealer. However, loaners
are usually reserved for cars that must stay overnight for one reason or another. Exceptions to the rule can be made for any number of reasons, including purchasing the car at that dealer. You are also more likely to get a same brand loaner instead of a rental car, if you service the car at the same dealer from which you purchased it. Again, if the dealer is known for discounting cars a lot, they probably don't have as nice or as many perks as a dealer charging a little more (of course that's only logical).
Book service as far ahead as you can, and as early in the day as you can. Request a loaner, and same brand loaner at that time. It may not happen, but it improves your chances.
Book service as far ahead as you can, and as early in the day as you can. Request a loaner, and same brand loaner at that time. It may not happen, but it improves your chances.
06-15-2005, 09:30 PM
#4
Re: Dealer/Service question
I'm new to Audi but I assume it's the same as BMW or maybe even VW. In my experience it has been dealer-specific. There are no absolute obligations of any dealer to provide you with a loaner, at least a same brand one. My previous BMW dealer used to call it an "in house" loaner. I was fortunate with them in that they loaned me other 3-series loaners even though I didn't purchase my car through them.
I would think that when it comes to servicing your car however, it shouldn't make a difference to the respective service departments at any dealer as they get paid whether you bought your car through their dealer or not. It all comes from Audi as far as I know. If I'm wrong I'm sure April or someone can correct me.
Often times service dept. staff don't particularly get along with the sales staff so they could really care less who made money off of you, they get their's in the end no matter what.
I would think that when it comes to servicing your car however, it shouldn't make a difference to the respective service departments at any dealer as they get paid whether you bought your car through their dealer or not. It all comes from Audi as far as I know. If I'm wrong I'm sure April or someone can correct me.
Often times service dept. staff don't particularly get along with the sales staff so they could really care less who made money off of you, they get their's in the end no matter what.
06-15-2005, 09:52 PM
#5
Well, it depends on the relationship between sales and service.
You're right about that. In many cases it's GM (general manager), who decides policy. At our dealer, customers who bought cars there, certainly got first dibs on any available perks. We took pains to introduce them to certain service advisors and then later followed up with the SA if we really liked the customer, letting them know to take special care.
It also depends on resources at the dealer, since the sales dept at an Audi dealer usually breaks even at best, and the profit center is the service dept. If resources are scarce, you reward those who show some kind of loyalty.
Our dealer was combined VW and Audi, and most loaners were 2.0 Jettas or rental cars. Those poor Jettas. Bent wheels swapped for unbent ones, worn tires swapped for ones with more tread, bumpers swapped if colours matched, batteries swapped, other parts swapped, spilled food and drink, dirty baby diapers under the seats. You name it, people did it to those loaners. Obviously most of the pilfering came from people who had a Jetta - whether it was that car in for service or just sitting at home. The problem is those folks knew to drop the car off at night when there was only a receptionist on duty.
That's why rental loaners. Managing the loaner fleet is a huge job not only logistically, but to keep the cars in reasonable condition.
It also depends on resources at the dealer, since the sales dept at an Audi dealer usually breaks even at best, and the profit center is the service dept. If resources are scarce, you reward those who show some kind of loyalty.
Our dealer was combined VW and Audi, and most loaners were 2.0 Jettas or rental cars. Those poor Jettas. Bent wheels swapped for unbent ones, worn tires swapped for ones with more tread, bumpers swapped if colours matched, batteries swapped, other parts swapped, spilled food and drink, dirty baby diapers under the seats. You name it, people did it to those loaners. Obviously most of the pilfering came from people who had a Jetta - whether it was that car in for service or just sitting at home. The problem is those folks knew to drop the car off at night when there was only a receptionist on duty.
That's why rental loaners. Managing the loaner fleet is a huge job not only logistically, but to keep the cars in reasonable condition.
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06-16-2005, 03:46 AM
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Written policy about loaners
OK, here's the deal:
I'm looking at two dealers. One has a written Alternate Transportation policy and has a very good track record and the other doesn't and their service dept has gotten very poor reviews. However, the latter claims that the reason for the poor service (not necessarily related to loaners, but to time it takes to get the car serviced) was due to fact that they were in a smaller facility, which was also servicing MB's and another brand, together with Porsche and Audi. They recently (9 months ago) moved to a brand new facility, which deals only with Audi and Porsche. You think that would take care of the problem, or is it a more general mentality issue?
What would your gut feeling be about this?
I'm looking at two dealers. One has a written Alternate Transportation policy and has a very good track record and the other doesn't and their service dept has gotten very poor reviews. However, the latter claims that the reason for the poor service (not necessarily related to loaners, but to time it takes to get the car serviced) was due to fact that they were in a smaller facility, which was also servicing MB's and another brand, together with Porsche and Audi. They recently (9 months ago) moved to a brand new facility, which deals only with Audi and Porsche. You think that would take care of the problem, or is it a more general mentality issue?
What would your gut feeling be about this?