Appreciate your frustration, but not sure I would tell others not to use them over a logistics issue. If it were gross negligence or dishonesty that might be different. If every business in America were disqualified for missing a deadline there would be no businesses in America.

 

Every dealership is going to make mistakes and disappoint customers every month of the year. It's just horrible when you are on the receiving end.
Just seems that the timing of this problem was very unfortunate given the plans for the car.

If they were rude and unhelpful then I can understand why you should steer clear. If not, then why not give them another chance. Next time they might go out of their way to make you happy given the problems you have experienced. They will always "owe you one".

 

Guys, understand your points, and of course there are times where every business does not meet customer expectations. At the core of being able to do this are really 5 key elements; People, Processes, Systems, Organization and your Service Offer. Many companies focus on working from the bottom on the list up, providing more services, trying to organize efficiently, putting new systems in place, etc. On the people side, which is the key touchpoint with your customer base they provide limited training and even less guidance and cultural drive.

That is a long explanation leading up to my point, which is at Princeton Audi there is a veneer of customer service, where they respond quickly once everything has gone wrong, but from the beginning there was not a chance they would get it right. Let's look at why; in the first place they set the expectation that if I worked with them on their schedule I could expect better and quicker results, so I did that. If I posted all the emails back and forth it would be more obvious that they had not set an appointment for my car with their body shop service provider, and it even appears they chose the shop after they had my car.

Now let's move past the first issue to the second, which is they service provider for the clear bra. Once they have my car back they now have an issue when their "guy" has an emergency. There is no back up process to ensure they can deliver if one person has an issue.


Then there is the issue with communication and setting expectations, which is core to how the people aspect of customer service operates. They continually set expectations they could not meet. There was when I dropped the car off, which they promised to have it back on Wednesday, then when I called it became later, then an email and later yet. I then let them keep the car an extra week and so on...

So when I look at the People and Process aspects of their customer service they have no chance to be successful. I stand by my recommendation, if you are in the general area I would recommend Flemington Audi for service, I have my wife's Q5 serviced there and there is a night and day difference in approach and execution. Just my opinion, but I can almost guarantee similar experiences for those choosing Princeton Audi, this is an area that I have some expertise in.

 

I think the big mistake was giving them the extra week, once they heard that things tend to get pushed back

 

Agreed, should not have done this in hindsight.

 

Should have neogitated a better price and coordinate yourself for the repair... Better timing and at least you can do it on your schedule..

 

Apologies on your inconvenience but I would be seriously concerned for the paint not being able to cure properly.

Paint requires time to outgas, even if baked in an oven. The clear coat is especially in need of this and rushing to smother it with clear bra doesn't help.

Did you really pay $120k for a spider? That is a fantastic deal!

 

I agree with five rivers, I go to bell Audi as well, no issues with them for several years

 

that sucks. i have used princeton audi before but will make me think twice.

 

Finally got my car back yesterday. They actually "re-delivered" the car and had me pick it up at the sales showroom, which is at a different location than the service center. Car came out really good, just some minor bubbles under the clear bra that I believe will go away after the film fully sets and de-gases.

I will make a clear distinction here between their sales department and their service department. I would definitely buy another car from them, and in particular my sales guy Alex, but would not have my cars serviced there.

So happy to have my R8 back

 

I feel for you. I am in Raleigh, NC now but originally from the Princeton area and have stayed clear of this dealership for related issues. Cary Audi in NC has done an exceptional job for me, I know that does you no good but as a short tempered, critical guy it is wonderful when a service experiance fails to disappoint me.
Lastly, we, as a society, have become to "PC". When I say that I don't care what color you are,your sexual orintation or political affiliation... I mean basic respect. I don't believe we should be silent when loud cursing is heard at a family restaurant. It's not "o.k. to spit on the sidewalk, park in a hadicap spot/fire zone, flick a cigarette out the window- I think it's good to hold people and organizations to a higher standard provided we do the same for ourselves

 

we, as a society, have become to "PC". When I say that I don't care what color you are, your sexual orintation or political affiliation... I mean basic respect. I don't believe we should be silent when loud cursing is heard at a family restaurant. It's not "o.k. to spit on the sidewalk, park in a hadicap spot/fire zone, flick a cigarette out the window- I think it's good to hold people and organizations to a higher standard provided we do the same for ourselves

^^ Well said!!



(if not well spelled. Should I hold you to a higher standard on your posts? lol)

 

ah yes,the benefits of a classical education, my horrible spelling is exceeded only by my inability to type (and proof read)

 

I think communication is the key- for me it's often not what you do but rather how you do it- as a service business owner (non auto) I know we all to often make mistakes, however, it's how you handle those mistakes that defines you- it is a fun challenge to take the mistake that results in an annoyed customer and then turn it around to the point where they are thrilled because they realise that while mistakes are inevitable they can be made right, and then some

2011 R-8 5.2 m/t APR and sb
1996 Viper gts, '69 Camaro, '70 hemi cuda, '01 prowler, '70 Dodge Challenger, '70 Mustang mach 1, '72 K5 Blazer, '12 Jeep Wrangler....