SR
Steven R
Active since Mar 2017
2
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0
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Reviews
2 reviews45 months ago
The service and prof...
The service and professionalism is world class and they go out of their way to ensure client satisfaction
132 replies
110 months ago
AUDI SA/ ASSIST - WORSE EXPERIENCE EVER
<p>i have been a loyal supporter of Audi for the past 17years. in that time period I have owned 3 different Audis. I have recently had the most horrific service from Audi Assist . My car fan belt went at 56000 km my car was towed to Audi Rustenburg .My car was in motorplan I spoke to Kante at the Audi Assist call centre who seemed so helpful initially and sorted for the car to get towed to Rustenburg as I was in the Pilansberg at the time. He then said they would hire a care for me to get home and i would return the hired vehice one the car was repaired. He also told me my car would then be towed back to JHB as part of the service once teh car was repaired. Upon driving home from Pilansburg 2 days later i received a call from AVis who the hired car was from asking me when i woudl return the car , At no time when speaking to Audi Assist did they inform me that the hired vehicle was for 24 hours only . i then contacted Audi Rustenburg on the Monday to speak find out what the process with my car was and was told that they had to order the part from Pretoria. On wednesday i followed up again (Tuesday being a public holiday) only to be told they had not ordered the part yet and it would only be there on Thursday. AT the time of speaking to Kante at Audi Assist he advised me that once the car was fixed he would ensure that it is towed to the nearest Audi Dealer to my residence in Johannesburg . During the week i spoke to numerous Audi Assist customer services agents as i was getting no service from Audi Rustenburg and none of them understood what client service was !! after numerous calls to Yolandi and Nicole and Audi Rustenburg and numerous calles to Kante , Yolande , Leonie , Keegan at Audi Assist , my car was eventually ready on the Friday ... a full week to change a fan belt !!! Now the fun began</p> <p> </p> <p>Leonie from Audi Assist called me on friday midday to tell me my car is ready and if Audi assist must tow it back to JHB this can take anywehere from 7 to 10 days , the other option was for them to hire me a car and for me to go and collect the car and thirdly they could possibly get the drivers from Aud Rustenburg to bring my car back but that could only happen on Monday the following week. Had they told me this at the onset i could have made a plan. The issue was that at no time was I advised from that in order to get my car back towed back to JHB would take 7 to 10 days by no Audi Assist agent . I advised them what I was promised by Kante at the time of calling yet they were not prepared to pull the calls and listen to them and they were also not prepared budge .</p> <p>Upon asking to speak to a senior exec or manager at Audi i was told it was a friday afternoon they were in a meeting and they would not get back to me and that they were not prepared to call them out of a meeting and that as the client service person these were the only 3 options they could give me .</p> <p> </p> <p>i suppose that the Executives or senior managers are protected by the call centre as they get so many complaints that they cant deal with it !!!</p> <p> </p> <p>I eventually resorted to contacting the dealer in Jhb who normally deals with my car service to contact Audi Rustenburg and Audi Assist for me . This person then contacted me 2 hours after speaking to her initialy to find out if Audi Rustenburg and Audi Assist had contacted me post her speaking to them . when i told her thay had not she herself could not believe the lack of service and assitance that she also received .</p> <p> </p> <p>i can honestly say that Audi Assist is has absolutely no idea of customer service or customer satisfaction, they are an absolutely useless service provider. i have no dount that the next time i buy a car it will nt be an audi andi would like all those Audi drivers out there and those thinking of buying an audi to not of the poor service from Audi Assist !!!</p> <p> </p> <p> </p>
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