"My Not So New, New Audi Experience"
Earlier this year, I had the opportunity to get what I thought was a great deal on a “not so new, new car”. You see, I bought one of the TDI vehicles that were pulled off the lots for a couple years. Well, I traded in my X6 and got what I would say was a bit of a more mature (borderline generic) 2016 Q5 TDI. Within my first week, I had come to truly appreciate the deal I had gotten, The financial aspect was definitely a good deal, but I truly came to appreciate the value of being an Audi owner in the coming weeks/months. In the first week I truly came to really enjoy the performance and luxury aspects of my new ride. However, in those first couple weeks, I came to learn that I was not the only occupant enjoying my new ride, I had mice in my car. Coming out of a restaurant I had a napkin on my window warning me of multiple mice running around. I found one and shoo’d him out of the car (it appeared to be a baby), but didn’t see the other. I took the car straight to Stratham Audi and both Sales & Service were quick to take the car in for inspection and provided me a loaner immediately. A couple days later, after running scopes through many parts of the engine and heating/cooling systems, the report was no more mice. I was happy with this report and optimistically hoped we had put this issue behind us. For the next few days things were great, but still a little skeptical that there might still be mice running around. However, there were no signs of any activity. But as with most good things, it came to an end - a smell started to develop. About a week later it was starting to get to the point where my wife wouldn’t ride in my car. So, back to Stratham Audi I went. I had the opportunity to meet Pat at the service desk. Let me tell you now, I’m convinced, if it wasn’t for Pat I doubt I would be writing this review (which I apologize for it’s length, but this is a loooonnnggg service call that extended over 4-5 months). Anyway, back to Pat... she came out to look at my car and was very quick to realize the odor and immediately said let me see if I can get you a loaner. She did and over the next few days proceeded to have service take the car apart. Carpets were all cleaned,, etc. In the end, the car smelt better and again, no mice found. For the next couple days, I’d say things were fine again, but the odor eventually came back. I called Pat gain and she said bring it back and we’re going to have to see what we can do, but assured me she’d find the source. Well, long story short (I know, tough to believe, but I am leaving a lot out), the car was literally ripped apart (I got the impression she needed to get Corp approval to rip it apart to the extent they did. Door panels, the entire dashboard, seats, carpeting were all ripped out, and what do you know a small “family of mice bodies” were found!! Pat was pleased to report “we” found the source somewhere between the back seat and cargo area, under the carpeting. Now it was time to put the car back together...several days later it was time to pick up my not so new, new car, again. As much as I enjoyed test driving a few loaners over the last 3 months, I was really looking forward to getting my car back.
The odor was gone! BUT, I noticed a couple minor cosmetic issues. I really felt guilty reaching back out to Pat (she had done so much to see this through!) She didn’t hesitate - said “not a problem” - let me check on availability and set up schedules (to make sure we minimize your time in a loaner). It was another week or so and then I was once again picking up another loaner. Loved getting my call back the next day hearing my car was ready again! In the end, I believe it was 6 separate visits and over the course of ~5 months, I felt Stratham Audi had possession more than I did of my not so new, new car.
Sorry for the long intro, but wanted to summarize a few key points:
1) Pat exemplifies Customer Service - she is unbelievable and really needs to be recognized!! Not sure how your employee recognitions work, but I will do anything to get this woman the recognition she deserves.
2) After test driving most of your 2018 line-up, I’d say as much as I like many of the upgrades to the new ‘18 line-up, I can say I LOVE my 3.0 TDI - it truly adds the “Audi performance”. I often joked with Pat that I was definitely willing to try the RS and feel it might have won me over to reconsider, but here to report I love my 2016 not so new, new Q5 3.0 TDI!
3) I want to thank Audi Stratham for seeing through this ordeal. I know this took a good deal of service time and you worked all this without ever incurring a bill. THANK YOU!
4) As luck would have it, I got my name pulled for the Audit Cup Golf Tournament – what a blast!! Hope I get the chance to do this again!!
5) I don’t think I ever thought I’d say this about any car brand, but as a result of 1-3 above (Audi Cup was nice frosting) I feel that I can see myself an Audi owner for life!
Thank You Pat & Audi Stratham!
Other Employees Tagged:
, Pat (in Service - you should include their names above