Posts Tagged With: Audi

Responding to customer feedback

Some of the regular readers of this blog will know that I recently had a bad experience shopping at Audi Cheshire Oaks. I thought it only fair to Audi to update readers on action taken since I blogged about the experience.

First of all well done Audi – I was contacted via twitter, they apologised and asked for my contact details and promised to look into it – so far so good – definitely on the right track to making me happy.

They even followed through – I had a phone call from the sales man that I spoke to in the showroom who was vey apologetic and wanted to put things rights. Slightly frustrated that I had to explain to him what I wanted a quote for (again) having told him all of the details 10 days earlier during my visit to the showroom – but I guess you can’t expect everything to be perfect.
The difference this time is that he followed it up by actually sending me the quote – It seems third time really is lucky – Certainly more proactive …..

So after all of that am I going to do a deal with the company? In honesty probably not – at least not from Audi Cheshire Oaks ….. To my mind if this is the service you get prior to making a purchase then I dread to think what the after sales service will be like but it is comforting to know that Audi as a company do take complaints seriously and do seem to act upon them – that means that I’m definitely not put off Audi as a company – to my mind that is successful damage limitation for which the company must be commended.

Anyone else had any good or bad experiences?

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Categories: Automation, Customer Service, Technology, Travel | Tags: , | Leave a comment

Technology and Customer Service

I had cause to visit my local Audi Dealership today at Cheshire Oaks earlier today. I’ve been considering a new car for some time and thought that today might just be the day.

During my visit the customer service I received wasn’t what I would consider up to scratch – I was made to feel like I was there for the their benefit and they didn’t seem to care about me as an individual. At the point I was told that I could either wait 45 minutes while the salesman finished the other quotes he had to do (and then do mine) or could have my quote e-mailed to me really annoyed me ….. so I left.

This experience made me start to question how important is customer service when accessing technology. If you want technology badly enough would you put up with poor customer service.

Take Apple as a casing point. I’m always been blown away by the level of service that I receive whenever I have cause to speak to Apple – but would I still want that new iPad, iPhone 5 or accessory if the company didn’t make me feel special?

I return to Audi, the reality is I probably still do want to get an Audi – but i’d be unlikely to purchase it at Audi Cheshire Oaks. My instinct as a customer is to shop at an outlet where I get the best customer service. I guess this is fine for a large company, but what about smaller organisations – if they are they only vendors of a product not shopping with them could be cutting your nose to spite your face.

Would you buy something from an organisation that had annoyed you or didn’t value you as a customer?

Categories: Apple, Customer Service, Technology | Tags: , , , , , , , | 2 Comments

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