I’ve been bringing my Audi here for service since 2021 - Sueak
I’ve been bringing my Audi here for service since 2021 and recently tried to schedule its yearly maintenance. Unfortunately, my recent experience over the phone was very disappointing. Kathy, who was initially helping with scheduling, was abrupt, dismissive, and repeatedly cut me off before transferring me to Tina, who raised her voice during our conversation.
As a loyal customer driving over two hours to have my car serviced while staying with my daughter, I was surprised at the lack of patience and courtesy. I had hoped to drop my vehicle off in the evening and pick it up a few days later in the morning. Instead, I was told the shuttle only runs at 8:00 a.m. or 9:30 a.m. and not in the evening. At first, I misunderstood the policy and thought the shuttle would pick me up from my location in Columbus and bring me to the service station to pickup the vehicle. When it was clarified that the shuttle only transports customers within a 20-mile radius of MAG, the representatives became visibly frustrated and rude with having to explain it again.
Clearer communication up front could have prevented the misunderstanding—for example, specifying that the shuttle service only takes customers from MAG to another location within 20 miles in the morning, and not from customers’ homes back to MAG in the mornings.
I suggested to them that patience, professionalism, and understanding are essential qualities in customer service. I hope this feedback helps improve future experiences for other customers. I know I will take my car to Audi Columbus. On a different note, I left a message for the service department to schedule me for service LAST WEEK, but no one returned my call and so I had to call again... Not sure why they have an answering machine.
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