Topic: What's going on at AofRH?

[ChiMaster]

So I took the Audi in today for the 15K mile service.
Walking in no hello from the receptionist, that's okay she looked busy.

Walk into the service department and stand in front of the first manned service desk
The guy behind the desk is shuffling papers doing something on his computer.

I wait a few moments, nothing, saw me walking up the desk but doesn't look up no acknowledgement
So I say good morning - Nothing, okay I'm soft spoken, he may not have heard me.

I wait a few moments and I repeat 'Good Morning'

The guys looks at me like a just pissed in his CornFlakes, 'Morning, I'll be with you in a moment'
So I walked into the Showroom area, walk back - he's still doing his computer thing.

Ray Crawford comes in asks him if he's going to the Pistons game, asks the other guy if he wants to go all the time I'm standing there.

So I'd just about had it. All I want to do is drop off my car for an Oil Change.

I can see the new service manager sitting in his office so I walk straight in -  he looks pretty shocked.

'Let me ask you a question - In a customer service area, in any business what do you do when a customer walks in?'  I ask him

'You greet the customer' he replies

'So what exactly is the problem here?'

It takes a bit to make make angry but my experience there today was piss-poor.
At no time should I feel like I am disturbing a busy Desk Jockey -

IF he was on the phone I could understand, but he was doing paperwork.
The new Service manager was apologetic and Ray apologized as well, though it wasn't Rays fault -

But I gotta tell you I've had better service at Burger King.

Now I may be spoiled, but even when I had Deiter I have always been treated courteously.
You walk into the service are and they acknoweldge your presence - and that's all it takes to create a good customer service experience.

[jm]

man - you'd think one dealer could get the whole 'service' thing right.....
*sigh*

[S6Sputnik]

The one dealer we have here in Austin hires strippers, so who cares if they say hello or not :-)

[ChiMaster]

Hey if they had strippers no problem.
But given that I was waiting at least five minutes while they had time to discuss the evenings plans -

And its not a matter of them not saying hello its a matter of just how long would I have waited if I'd said nothing.

[Castle]

The onedealer we h ave here in Austin hires strippers, so who cares if they say hello or not :-)

WHAT!?!

Sam, sorry to hear about the lack of service.  If there is one thing I hope a site like this will do it would be to keep the service centers honest.  I was actually thinking today about having AoRH look at my alignment (since Bruces is gone) but I may rethink that.  Too many good people have left AoRH and it sounds like the new ones aren't on the same wave length.

[-vinny-]

Yea, ever since Kevin and Engel left, quite frankly their doesnt seem to be anyone worthwhile to deal with.  I just stick with the one in Lansing until my warranty is over.  Which is only 3.5k miles away .  At any rate, Sam your a patient man, I would of flipped.  I guess one more audi dealer down the drain, which means there aren't any reliable ones left in the southeast. 

However, according to Carlos, a b5 s4 owner that works for suburban said Bill Cook has reaqquired a whole new staff, and that all the old Crooks is gone.  So if we are lucky, maybe we might have one rising from the dead.  I have faith in Carlos saying that is true, lets hope the dealer can carry through what Carolos promised.

[gmwb5]

Sorry to hear about that Sam, but from my understanding the new manager at AofRH came from Cooks. As far as Cooks goes, when I worked there, centuries ago it seems like, they always revamped their staff, so that is nothing new for them.

[Timmy!]

Where did Bruce's go?  I thought they were still there.  Did they go out of business?

[Legato]

Yep, Bruces went out of business.  That sucks about your visit to AoRH Sam.  I was just there recently meeting with the service manager, and he is certainly a different guy from Engel.   I just hope that this isn't going to be a trend.

[Ingostamus Maximus]

  Sorry to hear that, Sam.  At least I still know all the parts guys    I hope it was just an aberration.

[Castle]

ya thankfully their parts guys still seem okay.  Called the otherday and got really good service (so far) from them.

[S6Sputnik]

Give the new people a chance to warm up to you guys. If the trend continues complain to the owner, I met him at Waterford hills ...German dude, who probably would make your AofRH experience right if he knew that there was a problem. 

[ChiMaster]

Well we'll see.  The next time I visit will be to return the A4 when the lease is up.
Hopefully they'll have their act together by then.

It was embarrasing pure and simple.

[Timmy!]

Well we'll see.  The next time I visit will be to return the A4 when the lease is up.
Hopefully they'll have their act together by then.

It was embarrasing pure and simple.

AND THEY SHOULD BE!  SHAME ON THOSE GUYS!  THEY HAVE A REP TO UPHOLD! 

[gobird]

Sorry to hear of your experience Sam.  I'm always bummed at poor cust service. 
Somebody mentioned Cooks.  I know John Field is over there.  He can usually have an effect on the service given.
I was just thinking, AoRH is only 5 yrs old and I don't think there is anyone left who originally opened the dealership in '01, save the GM and owner.  They used to have a bunch of enthusiasts working for them, can't say as I know who is working for them now.
I'm not sure where I'm going to go if the A6 has any certified warranty issues.  Actually, Lansing and Williams is not that far away.  Non-warranty stuff will go to GMW.

Hi everyone, I made the move.  Not sure why I had to as I haven't been around in a, well, couple of years.  Can our seniority follow us?
Good to see everyone is still around.

My car may be ready for ice racing if it gets cold enough. 


Gordie
'98 A4
'03 A6