Service at local dealer :-/

[NVRL8R8]

Long story............ short.

Called local dealer at 7a.m. this morning to get in for repair, (hood latch on passenger side would not catch) and needed a loaner vehicle. Was told there were none available till next week! I calmly responded, "well that's not good, I was told I would always be guaranteed a loaner as an R8 owner". He asked me to hold a moment, came back to the phone and asked "when can you be here?"
I told him 30 minutes.
So I get there, and they pretty much take a brand new Q5 off the line, and away I go. For that, I applaud them.

7 hours later........ Pick up the car, a salesmen stops me and asks if I have interest in a 2012 TTRS they have available to build. I tell him to send me the option/build list (not really interested, but....).

Short on time, I pull away and noticed 8 miles have been logged on my car! I just spent 45 minutes on an email pretty much demanding an explanation (knowing a road test is most likely necessary to release any car back to the customer) as to why 8 miles were logged for a NON mechanical issue. Not to mention, it seemed that the fuel gauge dipped more than it should have for an 8 mile jaunt.

They've always treated me extremely courteous and with great respect, but WTF! I live less than 7 miles up the road, and it takes at least 12 minutes to cover the distance with average traffic. In the email I mention this 8 mile "road test" would have most likely taken 15 minutes or so, and is unacceptable. I've heard way too many horror stories, and needless to say, don't want to become a victim of one.

Am I overreacting?? I say not......

[willyjp]

Long story............ short.

Called local dealer at 7a.m. this morning to get in for repair, (hood latch on passenger side would not catch) and needed a loaner vehicle. Was told there were none available till next week! I calmly responded, "well that's not good, I was told I would always be guaranteed a loaner as an R8 owner". He asked me to hold a moment, came back to the phone and asked "when can you be here?"
I told him 30 minutes.
So I get there, and they pretty much take a brand new Q5 off the line, and away I go. For that, I applaud them.

7 hours later........ Pick up the car, a salesmen stops me and asks if I have interest in a 2012 TTRS they have available to build. I tell him to send me the option/build list (not really interested, but....).

Short on time, I pull away and noticed 8 miles have been logged on my car! I just spent 45 minutes on an email pretty much demanding an explanation (knowing a road test is most likely necessary to release any car back to the customer) as to why 8 miles were logged for a NON mechanical issue. Not to mention, it seemed that the fuel gauge dipped more than it should have for an 8 mile jaunt.

They've always treated me extremely courteous and with great respect, but WTF! I live less than 7 miles up the road, and it takes at least 12 minutes to cover the distance with average traffic. In the email I mention this 8 mile "road test" would have most likely taken 15 minutes or so, and is unacceptable. I've heard way too many horror stories, and needless to say, don't want to become a victim of this.

Am I overreacting?? I say not......

You are absolutely entitled to an explanation for 8 miles logged on your car while left for a NON-DRIVING related issue. Whether or not you'll get one that washes is debatable (actually, I can't think of one!). I would go straight to the svc. mgr., not the service advisor you dealt with.

I don't know how it is with your dealer, but at my dealer, they absolutely get down on their knees and BEG you to give them "all 10's" on the inevitable email survey you get from Audi every single time you go in. I took my car in for a free pre-track day "tech" inspection, and I STILL got the Audi servey!

Maybe not all dealers are sweating their survey scores like mine, but I'll bet it counts for something. I would have a frank discussion with the svc. mgr. and let him know that, if they're going to get your service business, you NEED TO BE ABLE TO TRUST THEM with your car!! Some tech's butt will probably feel the impact of that! On the other hand, if they blow you off: AMF! And let 'em have it in the Audi survey!

Hopefully, you've got a service alternative. My dealer got competition in our metro area this year for the first time, and, though they've always "tried hard", I definitely notice an increased pitch to their customer service this year.

I really like my dealer and it would take something to make me switch. But having someone call me during the day my car was in for service and say, "Hey, I saw you driving down XXXX Blvd. about 1:00 today, and I honked but I guess you didn't hear me," would probably do it for me!!

[rawg]

For me, ignorance would've been bliss...but u found out about it which is another matter. I think you can get back at them via the post-service survey

[NVRL8R8]

I am going to await a response today, but the more I think of this, the more I become extremely pissed about it. If I don't get a response by end of my work day, I will be paying them a visit on my way home.

[ajag]

Which dealer, Tommy? That's absolutely ridiculous, if you don't get an explanation from the service manager I'd take it up the chain. You're not overreacting, IMHO.

[NVRL8R8]

^ Arun, I sent you a pm. Before calling them out publicly, I am trying to keep my cool until they respond. Until then, every minute that passes has me even more upset.

[technomania]

as for myself, I have a long term relation to the dealer and there mechanics, I never ever looked nor counted the miles driven by them, first of all as soon as u give the keys to them, they r responsible for everything occurs, and second I'm more picky about a 100% clean job done.
Let them have a joy ride too, I mean what r 8 miles?!?
Maybe I don't get it, but I think u over react

[randombloke]

Do they have other r8's at the dealership? 8 miles sounds like they might have taken someone out for a test drive or a staff jolly - no logical reason for that length of drive for a hood latch.

[NVRL8R8]

as for myself, I have a long term relation to the dealer and there mechanics, I never ever looked nor counted the miles driven by them, first of all as soon as u give the keys to them, they r responsible for everything occurs, and second I'm more picky about a 100% clean job done.
Let them have a joy ride too, I mean what r 8 miles?!?
Maybe I don't get it, but I think u over react

Well according to the replies thus far, you don't get it. Maybe its because I'm not your typical R8 owner as far as the "income" bracket goes, but I have worked extremely hard over many years to own a car like this. Maybe it's more likely for those who have a disposable income to not notice, nor care about 8 miles, but its about the point of it being in for a NON mechanical issue.

[NVRL8R8]

Do they have other r8's at the dealership? 8 miles sounds like they might have taken someone out for a test drive or a staff jolly - no logical reason for that length of drive for a hood latch.

Presently, they do not have any R8's, but I was told they are the second highest volume dealer for R8 sales in Illinois, so that shouldn't have been the case.