Jul 31, 2015 01:05 PM
6029 Views
Dear Audi,
Is a German company really selling us Indians badly built cars with pathetic after Shruthisharma service? Well I think its' true. My car broke down in the middle of the road! Locked, jammed, immobile! If you think that was the bad part, wait until you find out what happens next!
Let me explain to you the scenario. I called up the Audi pick up service for a flat bed pickup truck. They repeatedly told me what the cost of first 15 kms would be. Although I think it is important to let a customer know what it would cost, the customer service agent should prioritise getting the car picked up!
The closest Audi service station was Faridabad. So, the car was sent there. Read the letter sent by the them & my response and think for yourself. Would my next car be an Audi?
Dear Sir,
This is in reference with our telephonic conversation, as discussed that car is repaired from unauthorised workshop & some engine components were removed and kept in trunk. We do not known about repair which were carried out by them. It is assumed that they have disturbed timing of engine. In this scenario engine assy might be replaced & in case of refusal after estimation 5% on estimate will be charged as a diagnosis charge. Since car is not in starting condition, so we cannot AC system(i.e. AC compressor, cooling coil & related parts), Alternator, starter motor, door lock & window operating parts, control units, music system and other electrical components. Also, please let us know about all the repairs which were carried out at unauthorised workshop. Please give us approval so that we can proceed diagnosis.
Note:- For any feedback / suggestions you may please write to MD Office: mdoffice@audidelhisouth.net
Assuring you of our best services at all times.
Kind Regards
Rakesh Dutta
Service Advisor
Audi Delhi South
Workshop Showroom 13/1, Mathura Road, B-1/H1, Mohan Cooperative Industrial Estate,
(Near Crown Interior- Mathura Road,
Reliance Mart Mall), New Delhi -110044
Faridabad -121003 Tel:(+91) 129 4167 3xx- xx Tel:(+91) 11 4600 xxxx
Fax:(+91) 129 416x xxx Fax:(+91) 11 4600 xxxx
Mob 0981094xxxx
Hi Rakesh,
As explained to you, my car stalled in the middle of heavy traffic on my way to work. The steering was jammed and had to be moved to the petrol station nearby. Upon primary inspection we noticed that the fan belt had snapped which caused the pulley and the bearing to break as well.
Now I don't claim to be an expert on cars, however, it doesn't take an expert to see the obvious problem. The components we removed and kept in the boot as the spring which broke from the bearing could have blocked the engine pulley.
I would like you to fix my car without giving me the ridiculous solution to change the engine. If this is something that can't be done by your team, I would request you to send the car to Gurgaon as I am more comfortable in having my car fixed there.
There are couple of other things I would like to tell you as a genuine feedback which I hope you would incorporate as a part of "positive reinforcement".
- Taking the initiative to actually listen to the costumer with a solution based approach in mind- Let me elaborate on this. Over the phone I was told about the ways "Audi" would not be able to help me fix this problem. My request to just check the problem at a primary level was declined due to "unauthorised work on my car", which clearly was just to ensure that the car could be moved away from harms way. Moreover, I don't need an authorisation to inspect my own car!
If this has jeopardised my contention to get my car fixed from the company that manufactured it, I am not sure I would like to buy another car from the same brand.
- Most of my business associates and partners have Audis, and we have taken great pride in driving your cars. At 23, I bought my first Audi with the money I earned in London. It felt great. When I came back to India, I knew which car to get. Not surprisingly I settled for an A6 because it felt right!
One of my partners Mr. Ashish Girdhar was instrumental in getting you guys the office deal in Gurgaon, and has great relationships with the mAnasultangement. He drives a Q7 and also owns a Q5. We all in our small network vouch for our Audis.
As a customer I would expect certain amount of service which makes me feel privileged, not an email with yellow highlight pointed to the fact that I would be charged 5% of the total estimate as the diagnosis charge!
I hope some good sense prevails and you can actually help a customer feel at ease rather than adding on to their worries.At 33, I head a Dallas based Mobile Enterprise Solutions company in India and also an e-commerce company, so I "can" afford to replace my car but I "can't" afford to be troubled.
Sincerely,
Gaurav Henry
