A few years ago I had to move (because of two ill parents) to Durango, Colorado from Virginia, where I had purchased my brand new Q5 TDI. The Albuquerque dealership (a 3 1/2 hour drive) is the closest with next being Lakewood, CO at 7 hours away.
Without going into all the past debacles with the service department and tens of hours on the road because of their errors, I'll just mention my last experience.
The local independent Porsche, Audi, Mercedes repair shop here in Durango ran the diagnosis software to find out why my check engine light was on. They gave me the code, explained the specific problem and found it was a warranty issue. They suggested I call the dealership to have them do the repair.
I called the dealership and got Blake. I told him the above story and gave him the fault code. He confirmed the problem and that it was a warranty issue and we set up an appointment. There is a new team every time I've gone to the dealership so I made sure to tell him about all the prior experiences where they completely screwed things up and all the hours spent on the road because of the dealership's mistakes. He assured me that they would not make the same mistake and that everything would be fine.
I made the drive, starting at 4:30 am from Durango. They took the car in and after an hour or so, came back and said they didn't have the part in stock. I asked for the manager Ben. He, in a very rude fashion, said that even though they knew the issue they were not going to order "thousands of dollars in parts" ahead of time.
I asked for my keys back and started 3 1/2 hour the drive home. On the drive back, I decided to call the local repair shop in Durango. They informed me that the part was $528 and they could have it the next day and install it with a total cost of around $750. When I called back to inform Ben, the service manager, that the part was $528 not "thousands of dollars", they put me on hold for almost exactly one hour, then hung up on me without saying anything.
I'm out $750 for a warranty issue as well as having to lose a day of work and around 8 hours on the road.
This dealership should have their service license revoked. I do not think Audi, after all the trouble they've had with the clean diesel scandals (including my car), wants to continue to have their reputation tarnished.