While my visits were few, there is no doubt they should remove the word service from that departments title. I am sure at most, maybe every dealership "assigns" a client to a customer service representitive to ensure an efficent transaction for both parties. This is a process I can respect; provided it works. You can be sure you are in a dealership that sells luxury cars by the number of apple computers throughout the facility and very heavy in the service department (to be fair it's one per employee). It gives plenty of time for internet browsing, allowing their heads to be buried in the keyboard. I can give credit and suggest that they may be lining up their days work. I arrived to find that the young polite man I was assigned to had an earlier client he was continuing to assist, as he should have. Meanwhile there were at least four other if not five other gentlemen either standing around and talking to one another, or burried in their computer. NONE of them said hello, offered me anything, (water) Never said that my young man would be just a minute and NOT ONE OF THEM offered to assist me. When I finally asked the man next to him if there were anyone else that could assist he stated that he already did the walk around for him. I am sorry, you could not share this with me earlier? Further, I have recently suffered a traumatic event and the sales department was able to help me out in way I needed, but the service department informed me that I would need to go back home for the paper version of my DL. I explained that my lic. was on file and that in recent days Concord Audi, was able to obtain it from the corporate office in order to assist me. He made one call and when he could not reach that person he told me there was nothing he could do. He did not ask any of his colleagues, but then they were busy doing nothing. The director of that department sits in a class office facing the floor. Funny, I could see him the entire time, yet he can't see me the customer standing there. In his defense, he was on his computer too. In the end I was turned around before I even got out of the lot letting me know the DL. situation was resolved. Again, I would like to be clear with the fact I have only had three interactions with this department, but all have been pretty much the same. What I really love is that each time I set up an appointment I requested a loaned, yet each time I was told they did not have that as a request, and will need to see what they have.
If I buy a car from Audi Concord, I bought it because I appriciated the journey and all those that went along with me. So dissapointing to see the disconnect between the front and back end.
Maybe your system works for many maybe even most, and changing it would most likely change nothing. But, what I would suggest is that your team of young/older men take some time to look up say hello and be a part of the process for all of you customers, not just their assigned people.
I look like to crazy lady who flipped her switch, and I did, but rude and lazy service is not okay with me. I will say there was a solution to my problem and that is they offered to anytime my car is need of repair they will have a loaner delivered and take my car in for repairs. This is the only thing that would keep me having service done at Audi Concord.