Mark Carpenter the Sales Manager was awesome. He always answered my calls, and went out of his way to make sure I was satisfied with my purchase and the entire process. Then it comes time for service . . . .
Nobody EVER answers the telephone at the dealership. The auto attendant call tree is a perpetual loop of unanswered choices to voice prompts. I left at least 5 messages over 6 weeks for my service writer and NEVER received a call back. I finally called sales and they answered. They transferred me to the voicemail of someone named Stephanie, described as the Service Manager, and I left a voice mail detailing my concerns. She didn't bother to call me back!! She simply had my service writer call me. When I received that call, she explained she had never received my messages, and at some level I believed her. She explained that they have huge phone problems and it has been going on for months . . . so much for an organization that is committed to quality, let alone customer satisfaction.
I eventually got my car in and the issues were resolved promptly, but again, when I was calling to find out if my car would be done by the end of the day (before I drove home in the other direction) NO ONE ANSWERED. Once I was home, comfortable, etc, I got a call to say my car was done. GRRRRR
I received an email today from Audi of Las Vegas letting me know that I would be receiving a satisfaction survey and they hoped I could give them great ratings. I composed a response email to the actual Service Manager Orville Jennings and explained I wouldn't be able to oblige them in their request. I have to say he promptly called me and listened patiently to my harsh criticisms. He expressed disappointment and embarrassment. He gave me his telephone number and said if I ever needed anything to please contact him; he would either answer me or promptly call me back. I believe he is an honorable man, and hopefully following our discussion (and I suspect similar conversations with other dissatisfied customers), he will be able to create some kind of resolution for this issue. Otherwise, I absolutely won't be buying another Audi in 10 months.