“Premium in ping-pong mode” is a case…
“Premium in ping-pong mode” is a case study of an Audi A6 in which a technical issue quickly turns into a stress test of the customer-service system: authorized service centers, the importer, the dealer, the manufacturer, and the dealer’s law firm — each “handles” their own segment, but the case never closes into one clear, executable resolution path. The text shows how concepts such as “design characteristic,” “within specification,” or “further verification” work in practice when a customer shifts to the consumer-law framework (lack of conformity with the contract) and expects a clear decision. This is not an emotional story — it is a structured record of a mechanism that, in my view, can cost a premium brand the most: trust and reputation, at a time when competition is growing faster than customer loyalty.I wrote a short case study: “Premium in Ping-Pong Mode. A Case Study of an Audi A6 Where the Customer-Service System Loses Its Own Brand.” - linkedinIf you want to read it, search this exact title — it will show up immediately.
Beniamin Szuszkiewicz
Disappointing support from dealer and importer after buying a new Audi
I am an Audi owner and would like to share my experience – not only with the dealer and the importer, but also with the way a serious complaint was handled within the Audi network.I bought a new Audi (a premium model with a price of over 50,000 EUR) from an authorised Audi dealer. The car in general meets my expectations in terms of performance and technology, but the overall experience is far from what I would expect from a new premium vehicle: the handover was handled unprofessionally, agreed work on the car was not done as promised, an important document (COC) was missing at registration and basic mounting parts for the front license plate were not supplied. In addition, several issues appeared shortly after delivery, so even today the car is not in the condition (rattling sound in the dashboard, faulty windscreen wipers ....) I would normally expect from a brand-new car in this price range.Because of these problems, I wrote a detailed complaint to the official Audi importer in my country, using the contact e-mail addresses listed on their own website. I never received any reply at all – not even a short acknowledgement of receipt.Later, I contacted Audi AG. Audi informed me in writing that my complaint had been forwarded to the national importer and that I would be contacted by the local representative. Even after this, nobody from the importer ever contacted me or responded in any way.For me, the most disappointing part is not that issues occurred – that can happen with any car – but that the official importer remained completely silent, even after escalation via Audi AG. For a brand that presents itself as premium and customer-oriented, this level of after-sales support is simply NOT acceptable.As a result, I no longer have confidence in the Audi brand. This was my first Audi and, unfortunately, it will also be my last. I am sharing this so that potential customers can have a realistic picture of the "support" they may receive after spending around 50,000 EUR on a new car.
Peter
I brought a Q5 Black edition in June…
I brought a Q5 Black edition in June 23. This car was six weeks old from Audi Hitchin. After about 4 weeks I expirenced issues with the MMI, causing the main screen to go blank, sat nav/ blue tooth and various other things failed to work, this would happen for days on end. I was asked to reset this manually this I did but it would only last for hours some times for days. The car has had many visits to the work shop and parts replaced.Audi Hitchin have offered very little support and will not compensate me for this. It would appear that once the salles team have sold a vehicle they are no longer interested, its all about monthly sale figures. I amcurretly dealing with the Audi UK executive customer care team and to be honest they show very little concerns in trying to get this sorted, they are not interested in compensating customers for a failing audi product.The CEO of audi UK will not lower himself and speak to customers that experience issues, Audi AG will refer you to the UK.They sell executive high class vehicles and wash their hand when issus are raised.My vehicle is now over two years old the problem still not solved and waiting for software updates that are not available. Can anyone out there please advise me of who I could contact.I am so disappointed with the whole affair and will never buy another Audi, this is my fifth Audi.The problem started back in July 2023
Giuseppe Di Gennaro
Once upon a time Audi was a great company
In the last 30 years I had several cars, actually ten, thereof five them were Audi.The quality of Audi shows in years a constant trend of quality decrease.Nowaday, I can clearly say that Audi is no longer a reliable car.Few example, my A4 six months old already experienced :- 1 liter of motor oil every 2.000 Km is required, and it is not a car problem, as it is mentioned also in the car manual.- Every now and then a warning light pop up.- The safety assistant tried to stop the car three times while I was driving at 130 Km/h on the way without any obstacle or situation that may have put me in danger.- The car has been recovered for immediate maintenance because of an unknown warning message.The expectation for having the car back is two months as several cars have issues.- The car has several noises due to cheap quality of plastic and accessories installation.To sum up, it will be my last Audi even if Audi probably doesn't actually care, if I look at all the bad reviews I saw on Trustpilot.
ABC
Terrible customer support Audi AG…
Tried many times to contact Audi AG regarding a complaint, after 2 months of sending emails and trying to call there void number I have had no response. Terrible customer support/service. 😔
Eamon Gosney
Lovely cars
Unreliable cars, but it's worth it for me.
Somebody
poor construction
poor construction, they do not accept their failure, since 2 years they can not make the window of audi A5 working properly, very arrogant and the electronics are just like prototype which they sell for so much money...shame on Audi
Ehsan
Audi is a deceptive con.
My A6 Allroad cost £46,000 and started going wrong very soon after the limited 3 year warranty ended. Even the 10 year corrosion warranty is useless if they deem the rotten part to be "body trim" rather than chassis. Service from the dealer has been poor and everything is expensive e.g. £500 just to update the satnav with an SD card. You do not buy reliability by paying more where VAG is concerned. It is a complete marketing rip-off with its glitzy adverts trying to pretend it is something that it is not. I would have had less trouble with a Ford Mondeo and saved a bunch of money.I would never buy another Audi.
Mr Peter Smith
LOVE my Audi xox
LOVE my Audi xox
Annie
