I hate my dealer. Jack Daniels Audi in NJ. Below is a copy of my post from Audiworld.

[Parikh1234]

Ok so here goes:

So I tried to schedule a service again today for my escort shifter ZR3 that was installed by Jack Daniels Audi (the rear shifter is malfunctioning). Also I wanted them to check the oil leak problem. Here is the convo:

Me: Can you check the oil system, it might be leaking or burning. I am using alot of oil every 3000 miles.

Larry (service rep): If it was leaking it would be in your driveway.

Me: The car has a covering that would prevent a slow leak from showing up in my driveway.

Larry: If it was leaking you would know it.

Me: (cant remember, something along the lines of no cant you look anyways)

Larry: Ok when can you come in.

Me: Whens the next time you have a loaner car available?

Larry: I cant give you a loaner car.

Me: Why not?

Larry: You know why.

Me: No i dont, please tell me.

Larry; You posted on AudiWorld about your loaner car last time. (this was when i was upset I got charged and when I got the dirty car)

Me: You have to be joking.

Larry: I was instructed by my Manager not to let you have a loner car because of AudiWorld.

At that point I hung up. Are they even allowed to do that?!? I was so furious I called my sales rep on his cell phone and told him. He was upset too. I told him I am probably going to cancel my RS4 order unless this gets resolved. He has been very helpful trying to get it resolved. Hes a really good guy and is very responsive (Jon is his name). I was told a manager would call me back but no one has. I dont know what to do. Isnt this America? Cant I complain about my service if i want? Is my dealer stalking me on AudiWorld? I cant believe they would do that. Its not like they arent giving me service, they are not giving me loaner cars. I have 2 cars from them and an RS4 on the way. How could you even treat a customer like that? I feel like I should sue them or something for discriminating against me cause I felt like I should share my opinion. Also I hope they are reading this. If you guys are reading this, then post back. Stop hiding in the shadows and lurking. There are other good dealers out there, you arent the only dealer on this planet. Audi of America will definitely hear about this one. I will be heading to Riverside this weekend and putting down a deposit on an RS4. At this point I dont care when I get it, but it most likely wont be from Jack Daniels Audi. Although I feel bad for jon, hes a really good guy.

Feel free to comment.

[S4Aero]

Just a guess here, but I'm thinking that posting this on the largest Audi forums may be counterproductive to your goal.

You may very well be justified in your complaints, but posting (and REposting) your displeasure may not get you what you want. It may in fact get you exactly what you don't want - a bad name with the guys who take care of your car. And believe me, if you get a bad rep with one dealer, they'll all know.

Take it for what it's worth, but I'd try a different tack and keep this internal at the dealership. I might even try to make peace with the Service Manger - say a beer and a burger at lunch. If that doesn't work, talk to the GM, the President and the Owner. If that fails, take it to AoA.

Or not...

[gazzab]

I think you try a different dealer as it sucks, or may be change tack and order the new M3.

Gazzab

[Erik]

Is this really the best way to solve a problem? :confused: :vhmmm:

[Benman]

Originally posted by S4Aero
Just a guess here, but I'm thinking that posting this on the largest Audi forums may be counterproductive to your goal.

You may very well be justified in your complaints, but posting (and REposting) your displeasure may not get you what you want. It may in fact get you exactly what you don't want - a bad name with the guys who take care of your car. And believe me, if you get a bad rep with one dealer, they'll all know.


Exactly.

First, be aware that this is America and while you the customer are free to have a tantrum against your dealer, your dealer is free to do the same against you. Read the sign on ALL dealers doors: "We have the right to refuse service to anyone", and in this case, that "anyone" is you.

I've had a friend (who BTW, has a temper) been literally banned from a Porsche dealer. They even called the cops on him. Now, his case was legit, and the dealer was wrong not to grant him his request, but the moment he started to act like a jerk, they excercised their right to refuse him any and all future service.

Remember, you can catch more flies with honey than vinegar...

Oh, and BTW, since you bring up this being America and all, if the President can illegally spy on our private phone conversations, then what makes you think its wrong for a dealer to "spy" on a PUBLIC forum?

Ben:addict:

[firewired]

I think the most painful part of being a car enthusiast is dealing with these middlemen we call car dealers. They totally make or break the ownership experience. I sure would like to be able to purchase from a factory owned store, and be able to hold the manufacturer directly accountable for the good or poor service and see much more consistency among dealers.

I am a four time BMW owner, and I had had my deposit down on the new M3 for some time. I first started looking at Audis because my (and literally every other BMW driver I know) have such abysmal experiences at the local BMW dealer (San Antonio). They are bad beyond comparison with any other mediocre car dealership experience I have ever had. They bring incompetence and apathy to whole new heights. They are bad and they don't care if you know it. Now looking back the silver lining is I appreciate them being so bad because I never would have looked outside the fold and found out about the RS4!

At least it sounds like your car dealership can actually schedule you in for an appointment and maybe knows how to fix a car. My BMW dealer takes a month to get you in, when you finally bring in your car it sits for up to two weeks before they get to it, and when you get it back it is still broken. Being in the Northeast at least you probably have choices of other dealers. I would be happy to be in the position to go to another dealership or suck it up and go into the dealer you already know, talk to their service manager, buy pizza for lunch for the service guys and make peace with them. If they don't want to get things out in the open and drive on, at least then you would know it.

[gazzab]

Whats wrong with good old fashioned service!? Don't these guys realize that if they don't treat you well you will take your business elsewhere. I think BMW in Australia are too big and that is their major fall down.

Gazzab

[SoCal]

:argue:
Read Ben's post. Then read it again...it's right on the money.

It is fine to complain in a public forum, but then you have to accept the consequences. The dealer does not have to keep your business. :nono:

Some dealers provide consistent, excellent, competent service. :D They can go out of their way to help you out with loaners, or whatever, if you appreciate good service when it's given. That's usually been my experience with Audi dealers. Some other dealers (no brand is exempt) are incompetent, thoughtless or worse, or they just want to make a quick buck without caring about nurturing customer loyalty. :eye: How any dealer treats you after the sale is closed is what matters most, but how you treat them is part of the equation.

My suggestion: find a new dealer or a different mechanic, because the current relationship you have with your dealer sounds pretty crummy, no matter who's at fault. Next time, be nice to them, and perhaps you'll get better service in the future. If not, move on. Or be nicer.;)

Good luck.

[rks838]

Not to contradict all these posts, but my personal opinion is that you are the customer, plain and simple. It's their job to treat you well in addition to doing their job correctly. Why? Because you're paying them. If they don't do it right (like giving you a dirty car), they can expect some shit thrown at them. That's the danger of being in a public business - your actions are inevitably madepublic. They can't whine when they don't do it right and someone complains. Hell, they should appreciate you coming back at all. And they could probably have a net gain of business if they do it really well the next time. I'd hope someone with the boldness to post a complaint online would also post a "they did it really well this time" followup. The dealer could go even farther by apologizing. That way, they have a very, very loyal customer.

So, the dealer makes up for his mistake by apologizing and doing it well the next time. The customer follows up on his perfectly valid complaint by posting a "well-done" message. The dealer-customer relationship is mutual and interdependent. If both are responsible, they can get through bumps like this, smoothing out the further process even if they make more mistakes. That's how I look at it.

[lcrcr]

Idealism aside, the reality is that publicly denouncing your dealer is about as counter-productive as doing the same for your nurse. Yes, they're both being paid to help you, but that doesn't mean they will take any pleasure in it. Sometimes it is better if they go "Soup Nazi" on you. The alternative is just too painful.

[gazzab]

Icrcr, I agree if an isolated incident, but if recurring bad stories I think the unsuspecting customer needs to know. It is the same with TV programmes that look at a "fair go" for the customer, if the business doesn't come to the party they go on air. Obviously a lot of problems are sorted before it comes to that. If you can't come to a resolution then you take it further.

I understand the frustration Parikh1234.

Gazzab

[Parikh1234]

Originally posted by rks838
Not to contradict all these posts, but my personal opinion is that you are the customer, plain and simple. It's their job to treat you well in addition to doing their job correctly. Why? Because you're paying them. If they don't do it right (like giving you a dirty car), they can expect some shit thrown at them. That's the danger of being in a public business - your actions are inevitably madepublic. They can't whine when they don't do it right and someone complains. Hell, they should appreciate you coming back at all. And they could probably have a net gain of business if they do it really well the next time. I'd hope someone with the boldness to post a complaint online would also post a "they did it really well this time" followup. The dealer could go even farther by apologizing. That way, they have a very, very loyal customer.

So, the dealer makes up for his mistake by apologizing and doing it well the next time. The customer follows up on his perfectly valid complaint by posting a "well-done" message. The dealer-customer relationship is mutual and interdependent. If both are responsible, they can get through bumps like this, smoothing out the further process even if they make more mistakes. That's how I look at it.

I have tried to smooth it out with them. I went back to discuss it with them. I even waited before posting anything on AudiWorld but they basically ignored me. So I decided to post it. I feel the same way, I am paying for a service and I deserve to voice my opinion. I filed a complaint with the better business bureau. I took all the appropriate steps to try and privately work it out. When that doesn't happen, I guess the only option is to take it public.

[rks838]

Well, if it's not working, you obviously don't keep throwing logs into the fire, you stop. But hopefully most people can "rise" to the so called, mountain-high "challenge" that is sometimes called "idealism."

[tazsura]

I've read all the comments on this matter and am pretty shocked at the kind of service that you guys encounter in the US.

If this sort of thing happend in the UK and in particular at an Audi Dealer there would be no way that the matter would have gone on so long unresolved and they would have done there absolute best to make the PAYING customer happy. When we bought our first Audi back in 99' we bought some tyres for the car...that only lasted about 8k miles. In truth it was our fault because we bought some super soft Bridgestone Potenza's. However there was a recall on the front suspension arms of the A4 and the dealer happily replaced all four tyres on a 'Goodwill' gesture. Maybe the US dealers should take some lessons from the UK.

The sort of service encountered that Parikh1234 encountered reminds of the stereotypical service usually encountered at a BMW dealer. The 'well..if you don't buy it..someone else will' attitude. Myself and a friend recently visited a BM dealer looking to buy a 1 series. We spent over 30 minutes in the showroom and not one salesman came up to us and asked us if we needed help.

Parikh..if I was you, I would stick to my guns and demand a better level of service. If the dealer doesn't fix up take your business elsewhere...its your hard earned cash...and the dealer should be doing their best to make you part with your dollars..not the other way round. YOUR paying for a service..and you deserve the best out there!

[gazzab]

Unfortunately/fortunately for the us (the customers) and the dealers (business) the www puts every thing out in the open, admittedly for us we can keep our anonymity. An isolated episode is fine, but if a recurring theme it will come out.

At the end of the day it is all about communication.

Gazzab

[S4Aero]

I've read all the comments on this matter and am pretty shocked at the kind of service that you guys encounter in the US.

It generally isn't this bad. Believe me, I feel for parikh1234's plight. Some dealers certainly have issues (as do all businesses), but I can attest to the fact that this is not the norm. My dealer is absolutely excellent! They are attentive, fast and very good. Not to mention mod friendly!

The point that some of us are making here is that it is often a better tack to keep issues like this internal. Problems can usually be fixed if both parties are willing. Sadly, when it turns into a pissing match, both parties are pretty likely to get wet.

I had a friend that once picketed a car dealer over an $8 "shop supplies" charge. He got his $8 back, but the strangest thing happened after his next service. There was a new rattle he NEVER found coming from the left rear. Coincidence? I think not!

[Alan]

I have bought cars for the last 30 years from Jack Daniels. This includes about 10 Porsches and 7 Audis including my current S4 and my previous RS6. I will be taking delivery of a 997tt in July.

I have never had anything but great service and support from that organization. Have they made an occasional mistake? Yes.
Have they fixed it quickly? Absolutely.

If you are having problems with that organization, my guess is you will have problems with any other dealer, as well.

My suggestion is have a "kiss and makeup" session with your Audi service manager.

[Parikh1234]

Originally posted by Alan
I have bought cars for the last 30 years from Jack Daniels. This includes about 10 Porsches and 7 Audis including my current S4 and my previous RS6. I will be taking delivery of a 997tt in July.

I have never had anything but great service and support from that organization. Have they made an occasional mistake? Yes.
Have they fixed it quickly? Absolutely.

If you are having problems with that organization, my guess is you will have problems with any other dealer, as well.

My suggestion is have a "kiss and makeup" session with your Audi service manager.

I agree partly with you. I have been working with them for quite a while and its been great. They were doing a great job. And then it was like they moved to upper saddle river and everything went down the drain. Its like they have been nice to you for a while and then they just come up from behind you and hit you with a baseball bat. It sucks, but it wasnt just one incident, it was a huge one, IMO. Plus you dont act the way Larry did on the phone with a customer. A nice call like "we would like to discuss your issue on AudiWorld with you" would have been nice.

[S4Aero]

Well, this thread is starting to look like the battle of wills that parikh1234 is having with Jack Daniels Audi.

One camp is calling for a first step reconcilliation between the two, while the other justifies the situation.

In the immortal words of Dr. Phil, "How's that workin' for you?"

It's like a married couple in an argument (and here are some sage words if I do say so myself) - SOMETIMES IT DOESN'T MATTER WHO'S RIGHT OR WHO'S WRONG. What matters is a solution (reconciliation) - at least if you want a future together.

A key to successful relationships - be they business or personal, is to avoid personal attacks that create adversarial situations. You always want to leave your "opponent" a graceful escape with their ego intact. Unless of course, you don't care about that relationship.

You may be thinking - "Sheeesh, this guy is so full of $*&@, what an a$$ troll.", but if you say, "You know, I'm just not happy with this situation, and I KNOW that you can't be happy either knowing your reputation for service..."

Again, I don't think that anyone here is defending your dealer. Rather, we are tring to show you how a different approach might yield the results you want.