Topic: What's going on at AofRH?

[Timmy!]

All I can say is WOW!  I can't believe what I have read!  I hope someone over at A of RH cares enough to turn it around!  It is amazing on how much word spreads fast, especially if it is in the negative!

[rattlN]

I once did decline a survey for unnamed Audi dealer, not for AoRH. I declined it for an exactly the same reasons, you described. At that time, I "thought" the advisor was doing his best. I felt that it was unfair to punish him for the tech's luck of knowledge, skills, craftsmanship, and professionalism. But then... now that I think about it... my nightmare experinece reflected how the business had been running in that particular establishment. It takes a team work to establish an healthy customer experiences, in my opinion. After all, subordinates/emplyees are the reflections of their managers and their attitude towards thier jobs.

[najoseph]

My parents just bought an A4 s-line at AofRH.  I was suprised to hear my dad rave about how great his new sales guy treated him (he used John before and was going to follow him to Farmington)... But that is the sales department.  I'll check back with him after he takes it in for his first service and see how they continue to treat him.

On another note, my '05 Jeep GC blew its tranny Saturday night and the Suburban Jeep Dealer in Novi rebuilt it in 1.5 days and they were extremely professional.  I've personally never had a service department treat me so nice.

[Ingostamus Maximus]

This illustrates a simple fact that the OEM's are really wrestling with.

Anyone can SELL you a car.

But it's the "after-the-sale" expereince that really establishes the value in the brand and confirms if you've made the right choice.

Arguably...the most important contributor to "customer satisifcation" (Serivce / Warranty / Etc.) is in the hands of a 3rd-party business person. The Dealer.

So when this type disconnect happens, you get F-off'd at Audi for letting this happen.
Scary stuff if you're Audi.

The fixed-end of the business (Service / Warranty) is where all the money is made anyway.
So you'd think keeping the customer coming to the Dealer instead of "Uncle Ed's oil change" would be a key objective.

Here are my three (3) simple tips to swamp any Dealership with happy / returing customers
regardless if they have free coffee, a nice waiting room and yes, even if they have "strippers":

   1. Look through the customer's eyes.
   2. Understand their needs.
   3. Deliver more than they expect.

Heady stuff, yes...but pretty simple when you think about it.

(Ok...Time for me to take my pills.)

Well said.  Don't recognize the name, but your prose certainly sounds familiar...

[Legato]

Hi Mark!  Glad to see you make the boards!

[Eddie Man]

I know I've been pretty absent in the MCA scene, so I appologize

Well anyways, I just reviewed this thread and was quite shocked...
I haven't been back to AoRH for about 3-4months now and by the sounds of it, it's pretty bad.  Well atleast, Sam's experience.

I'm ready to schedule my 15k service.  Where should I take my baby???
AoRH, AoFH, AoB?  I was just about to schedule my appt. w/AoRH but I was place on hold for 5 minutes both times I called...
So I gave up.
Any suggestions.  Should I give AoRH a shot?

[Castle]

Its sorta a crap shoot.  I'd like to know how your experience would be if you went there.  Either way, sorta a crap shoot right now.  Carlos has been working hard to better AoFH's integrity and customer service but they are a bit outa the way and I don't know anyone that has their car serviced there.

[05.5a4quattro]

I have my service scheduled for next Friday at AofRH.  The reason I am going back is I haven't heard of any place that is better, even with their quality dropping.  This is my last "free" service (45k) so we'll see how it goes and if I will ever go back there again. 

I also have two warranty items that I already did the leg work on and know what needs to be replaced.  This is their last chance to fix the problems as they have both been in there four (4) [yes FOUR] times before.  I'll let you know how it goes...

[ChiMaster]

Eddie I'd say go there, my situation may have been unique.

If they do a good job let us know, and,  if they do a bad job let us know.

[djs]

Eddie, Welcome to the forum.  Looking forward to you being a regular again.

[Legato]

If I were working at AoRH, I'd want to help him just because he has a cool car!  That way, I'd be able to test drive it to make sure the repair was done right. 

[Eddie Man]

Eddie I'd say go there, my situation may have been unique.
If they do a good job let us know, and,  if they do a bad job let us know.

Will do Sam.

Eddie, Welcome to the forum.  Looking forward to you being a regular again.

Thanks for the warm welcome and I too look forward to being in the fray again.

If I were working at AoRH, I'd want to help him just because he has a cool car!  That way, I'd be able to test drive it to make sure the repair was done right. 

Literally ROTFLMAO 
Even much kewler since the last time you've seen it 

[-vinny-]

You and ur mods...my gosh eddie, nobody will ever keep up with you.

[Legato]

You and ur mods...my gosh eddie, nobody will ever keep up with you.

Remember, his car isn't modded!  His wife might be reading... 

[-vinny-]

oops, I mean his car is soo stock....but its soo clean!!!