RE: Rejection of car DK19 ZYW

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Stephen Fisher IR (Cheshire Oaks Audi) <Stephen.Fisher2@inchcape.co.uk>

Thu, 5 Nov 2020, 14:06

to wirral, Matt, Gavin

Good afternoon Mr Williamson

 

Thank you for your e mail. I am really sorry to hear of the issues that you have reported.

 

I will investigate the matter with our Aftersales team and we will also need to liaise with VWFS (Audi Finance).

 

Can you please let me know if you have raised a case with VWFS (Audi Finance) yet? In order to obtain an up to date settlement figure, we need your consent to obtain this. Can you please confirm this by return e-mail.

 

I would anticipate that we will be able to come back to you with initial findings and outline next steps by Monday.

 

Many thanks 

 

Steve Fisher / Head of Business

Cheshire Oaks Audi | Longlooms Road East | Ellesmere Port | Cheshire | CH65 9LF

Tel: 0151 357 8066 | Mobile: 07467 445754| www.inchcape.co.uk/audi

 

 

 

 

From: wirral chauffeurs <wirralchauffeurs@btinternet.com> 
Sent: 04 November 2020 10:45
To: Stephen Fisher IR (Cheshire Oaks Audi) <Stephen.Fisher2@inchcape.co.uk>
Subject: Rejection of car DK19 ZYW

 

CAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe.

Dear Stephen,

 

I am writing with regards to my vehicle: Audi A8L, Registration: DK19 ZYW.

 

I took ownership of this vehicle on 1st March 2019,

The retail price was £105,920

 

I entered into a financial Agreement (Deposit paid) on 12th Nov 2018.

 

 

I am a long term Audi advocate; having owned A8s for the last twelve years. As an Aeronautical Engineer by trade, I have always been impressed with the build quality and engineering that has gone into this flagship vehicle.

 

 

My past three A8s have been a pleasure to own and have rarely let me down. The latest A8L that I ordered in March 2018 was cancelled due to a Dealership (Inchcape Chester) error (missing options), which meant after waited for seven months for my chosen car, I had to reorder a new one resulting in a extra four month delay.

 

 

Since delivery of this vehicle, several major faults have been identified, all reported to your Dealership (Inchcape Chester). This has caused considerable stress and inconvenience: impeding my business as a professional Chauffeur.

 

 

The vehicle was proven to be unfit for purpose within six months of purchase. And has on going problems that are unacceptable. All issues have been recorded with your Dealership, and whilst attempts to remedy the mechanical/electrical problems have been carried out, further damage during the process was caused by your Dealership. This damage was recorded in writing, whereby Inchcape acknowledged and took responsibility.

 

 

On 14th November 2019, your Dealership offered £250.00 goodwill. I have not accepted this offer as deem it unsatisfactory given the ongoing problems the vehicle is still experiencing.

 

 

Multiple problems still exist. Whilst various problems have been rectified, others have become worse. Serious safety issues still remain; the doors lock without warning, a delay in throttle response is evident, and I am aware of a clunking with the steering.

 

I list some of the issues so far:

 

October 2019

 

Air-conditioning not working

Rear door fault

Nearside rear monitor rattles

Dashboard rattles unless I open the glove box

Paddle up shifts don’t work

Strange tyre wear

Comfort armrest mechanism faulty

Front cup holder broken.

Nearside monitor and rear makes strange musical sound randomly.

Windscreen wipers hit A pillar during heavy rain.

There is a big delay sometimes when you pulling out of a junction before the car will actually go. (Major safety issue).

9/12/19

 

Good points:

The rattling rear monitor is much better.

The comfort armrest is working perfectly.

The windscreen wipers are working well and are not hitting the “A” pillar any more.

The air-conditioning seems to be working fine but I’m obviously a little bit concerned that no fault could be found.

 

Not so good points:

Unfortunately the fact that the rear monitor is so quiet has meant that I can now hear the dashboard rattle clearly. The only way to stop the rattle is to open the golf glove box whilst driving. (Not really a suitable solution on such an expensive quality vehicle).

One of the rear monitors makes a random tune.

The cup holder worked fine but then lasted less than a week before it broke again.

 

3/2/20

 

Car went in for new rear monitor plus cowling plus dashboard rattle.

All work carried out but dashboard still rattling and monitor is in wrong position so cant be adjusted to watch at a comfortable angle.

 

 

13/7/20

 

Told I would probably have a courtesy car if not somebody would give me a lift back to my unit (only five minutes away).

Phil Groom said he would check out thing air-conditioning fault and see if it was acceptable. I told him there is no way it is acceptable for the air-conditioning gases to empty every six months.

I was told that there were no courtesy cars available and that the service manager would give me a lift but he had just gone onto a conference call.

Kept waiting for two hours in dealership before I left and finally drove my own car home. This is not an acceptable way to treat any customer but particularly one who has invested in one of your best cars.

 

16/7/20

 

Phil rang me from service department to explain that the whole of the inside of the car had to be removed and in the process a few bits got broken one which is on backorder so I won’t get the car back till the end of next week. It was definitely the evaporator that was faulty and had been from new.

 

23/7/20

 

Phil rang to tell me that the windscreen was about to go in the car but unfortunately they’ve been some damage to an armrest so a replacement one has been ordered and will be hopefully ready on the 28th.

 

28/7/20

 

Got the car back until the part arrives

 

4/8/20

 

A rear passenger complained that he couldn’t turn off the rear seat massager as the remote had lost Wi-Fi connection. He was complaining it was very uncomfortable but I was unable to pull over and stop as I was on the motorway therefore customer had to wait until the massage switched itself off. (About 5 minutes).

 

15/8/20

 

Car locked itself with keys in. (In 12 years of A8 ownership this is the first time this has ever happened).

Noticed windscreen badly fitted

 

16/8/20

 

N/S Rear door locking itself randomly and rattles when it does it.

 

24/9/20

 

The mechanic nicked the printed circuit board on the light for the rear center console and it now has to be ordered again. The product is on backorder so car will have another day off the road.

A recall is being installed on the ECU for the lag on acceleration

There is apparently a common issue with the control module on the central locking which is a lengthy update that is being carried out today.

 

October 2020

 

Although slightly better the vehicle is still dangerously sluggish pulling out of junctions (major safety issue).

 

Rear doors are still locking themselves almost daily and one day the offside rear door made a constant opening and closing noise, which was very disconcerting. Following your dealership finally admitting there is a known issue with the door module and reprogramming it with the updated software it is worse than ever.

 

I therefore write to make your Dealership fully aware of these on going problems, and seek a satisfactory resolution at your earliest convenience.

 

I wish to also bring your attention to the poor after-sales customer care I have received, causing further unnecessary stress. Apparently, my purchase was the highest spec car ever sold by your Dealership, but your staffs' after-sales customer care lacked lustre and trust, causing me to lose confidence from purchasing from your Dealership ever again. But more importantly, the vehicle’s faults exhibited within six months that are on going to date, have now caused me to lose faith in Audi itself. This is extremely disappointing, having been such an avid fan of this brand for years.

 

I therefore seek a mutually agreed settlement to compensate for my vehicle's faults (past and present). In addition to the time, stress and inconvenience I have suffered whilst Inchcape Chester attempted to rectify my vehicle, and the subsequent damage they caused in the process. Such faults on my extremely valuable purchase should never have been present. I should never have been subjected to such poor quality in both my vehicle and customer care.

 

Unfortunately after being extremely patient and giving you every opportunity to rectify the faults I am now left with no option other than to reject the car. 

I seek a refund and notice of collection of the car at your earliest convenience.

 

Thank you for your time and considered response.

 

Stay Safe
Darren Williamson
Wirral Chauffeurs
http://www.wirralchauffeurs.co.uk/
Exec One Group Limited (Corporate bookings)
https://www.exec-one.com/
(07962) 061201 (Darren)
(0151) 648 3871 (office)
Visit our wedding campers
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________________________________________
Important: This e-mail and all information contained in or attached to it (the “Information”), is for information purposes only, may be confidential and/or legally privileged and is the intellectual property of one of the companies of the Inchcape group (“Inchcape”) or third parties. Access to the Information by anyone other than the intended recipient is unauthorised and any disclosure, copying or redistribution is prohibited and may be unlawful. E-mail transmission cannot be guaranteed to be secure or free from errors, omissions or viruses. Inchcape accepts no responsibility for any such errors, omissions or viruses, and you are advised to carry out your own virus checks and confirm the accuracy of the contents of this e-mail before relying on it for any purpose. To the extent that this e-mail is not an official communication of Inchcape, the sender is acting neither as an agent, representative nor in any other capacity for or on behalf of Inchcape. 
Inchcape UK comprises Inchcape Fleet Solutions Limited and Inchcape Retail.
Inchcape Fleet Solutions Limited (Co.No. 837940) is authorised and regulated by the Financial Conduct Authority, Registered in England & Wales with Registered Office at First Floor, Unit 3140, Park Square, Solihull Parkway, Birmingham Business Park, Birmingham, B37 7YN. VAT Registration No. GB243611193 
Inchcape Retail includes the following companies, all of which have the VAT Registration No. GB243611193, are Registered in England & Wales and have their Registered Office at First Floor, Unit 3140, Park Square, Solihull Parkway, Birmingham Business Park, Birmingham, B37 7YN;
Inchcape Retail Limited (Co.No. 194561) is authorised and regulated by the Financial Conduct Authority. It has the Appointed Representatives of Chapelgate Motors Limited (Co.No. 2841981), Gerard Mann Limited (Co.No. 660644), The Cooper Group Limited (Co.No. 821770), Inchcape Park Lane Limited (Co.No. 4560841) and Armstrong-Massey Holdings Limited (Co.No. 2474466).
________________________________________

 

info@wirralchauffeurs.co.uk

Mon, 1 Mar 2021, 16:39

to Stephen

Hi Stephen

 

As i’m sure you are aware Audi Finance have decided that because I have no evidence that the car was faulty in the first six months they are unable to help. 

 

Could you please forward all the paperwork regarding this vehicle and the repairs and servicing it’s had with yourselves ASAP. 

-- 
Kind Regards

Darren/Jill Williamson

WIRRAL CHAUFFEURS

EXEC ONE

Stephen Fisher IR (Cheshire Oaks Audi) <Stephen.Fisher2@inchcape.co.uk>

Wed, 3 Mar 2021, 15:49

to Matt, me

Good afternoon Mr Williamson

 

Thank you for the e-mail and whilst they had not come back to me I thought this may be the case. We will draw together the paperwork and have it ready to send over to you in the next couple of days.

 

Kind regards

 

Steve Fisher / Head of Business

Cheshire Oaks Audi | Longlooms Road East | Ellesmere Port | Cheshire | CH65 9LF

Tel: 0151 357 8066 | Mobile: 07467 445754| www.inchcape.co.uk/audi

 

 

 

 

info@wirralchauffeurs.co.uk

Fri, 26 Mar 2021, 17:00

to Stephen, Matt

Hi Stephen

 

Thanks for sending over the information.

 

I need to go back to Audi Financial Services with proof that the car was faulty from new.

 

When I first put the car in for a service with you in November 2019 the air-conditioning had already failed. Because the service department was unable to find a leak it was simply topped up with the hope that it would magically cure itself. 

 

Unfortunately after a similar time period from the first emptying of the gas it happened again.

 

Common sense tells me therefore this leak was there from new. 

i.e. from the assembly line.

 

Paul Williams was the technician working on the car on both occasions and I think it would be very helpful if he could put it in writing if he believed that this was the case.

 

Alternatively Matt Whittaker could do the same.

 

If this could be done ASAP I would be grateful. 

Wirral Chauffeurs <info@wirralchauffeurs.co.uk>

Sat, 10 Apr 2021, 09:43

to Vicki

Stephen Fisher IR (Cheshire Oaks Audi) <Stephen.Fisher2@inchcape.co.uk>

Mon, 12 Apr 2021, 13:12

to me

Good afternoon Mr Williamson

 

I am sorry for any delay in getting further information over to you. I have been away from the site and Matt has been off. I have picked this up with Matt and he is getting the job cards from archive which support the information already provided in the copy invoices and descriptions of works completed both in November 19 and  July 2020. I have just tried to give you a call back, but it was engaged. I am going into a meeting, but will try again as soon as I come out of that meeting.

 

Kind regards  

 

Steve Fisher / Head of Business

Cheshire Oaks Audi | Longlooms Road East | Ellesmere Port | Cheshire | CH65 9LF

Tel: 0151 357 8066 | Mobile: 07467 445754| www.inchcape.co.uk/audi

 

 

 

 

From: info@wirralchauffeurs.co.uk <info@wirralchauffeurs.co.uk> 
Sent: 26 March 2021 17:01
To: Stephen Fisher IR (Cheshire Oaks Audi) <Stephen.Fisher2@inchcape.co.uk>
Cc: Matt Whittaker IR <Matt.Whittaker@inchcape.co.uk>

info@wirralchauffeurs.co.uk

Mon, 12 Apr 2021, 13:40

to Stephen

Hi Stephen

 

Sorry I was on the phone to Audi Finance who had sent a rather threatening letter.

 

Hopefully speak to you shortly