2017 Q7 overheating and dispute with Stoke Audi

[spencergao]

Hi all, it is a bit drama here, I am not satisfied with Audi quality and result given by Audi Stoke. I will update the outcome with ongoing comms with Audi UK, any comments or recommendations welcome!

Dispute on Stoke Audi - Q7 17reg

	Fri, 24 Jul, 13:59 (3 days ago)
to caring, m.scott

To whom it may concern,

 

I, am writing to dispute recent experience in Stoke Audi on my Q7 reg DU17 xxx.

 

It is my first time ever purchasing a used approved vehicle from a main dealer as feeling given rest assured on quality and service to be provided for such a new and pricy family use car. 

 

It is alleged over 100 point checks and serviced before I had the key in June 2019，no modifications or 3rd party parts replaced and latest service has been done in Stoke Audi as instructed. Only 8000 miles I have done in the last 12 months and barely driven during lockdown period (over 3 months).

 

The overheating symptom first time presented on 08/07/20 when my families went to safari park, on way back it hits traffic jam on gear 1 and 2 slow motion about 20-30 minutes, temperature gauge revs to 120 degree with smell of burn on window open, meanwhile, start/stop not functional since. Vehicle stopped immediately to cool down and no drive after. 

 

Stoke Audi logged the report and booked inspection on 21/07 morning(I called out GreenFlag recovery and left the car in Audi garage on 20/07), Jake is very kind however, he phoned me there is no issue found by technician and the vehicle has been running over 30mins. I advised to check further on cooling fan and if there is monoxide presented in cooling system(My independent garage friend recommended me to check), in the afternoon 22/07, Jake came back with me that cooling fan is not working because of wiring faulty, and instantly told me this is not covered in warranty. In terms of start/stop faulty, technician Simon mentioned it is brake sensor malfunction and will be replaced.

 

Another thing annoying me when I called DVLA for road tax renewal and was informed ownership never transferred to my name since purchasing the car! For the last 12 month I have no V5c logbook in hand, until Lloyd helped me a few days ago to redo owner transfer!!

 

I went to Cargo 4 Service, one of the best reputed independent garage in Stoke on 24/07, they proved CO presented in cooling system, he shows very unbelieve treatment I received on this incident and doubt how this can happen to such a new car, whist Jake mentioned, with Audi Stoke over 10 year professional and experienced technician and service team inspection, not seen a leak anywhere, overheating is only related to fan not working. By the way, start/stop is not working still even confirmed its fixed by Audi Stoke.

 

I am now deeply concerned about this Q7 situation. If I keep driving it on a daily basis what will happen, I trust the main dealer. I trust Audi as a quality brand. But it let me down already, another 4 year finance I am paying, it is gonna be a disaster if the head gasket gone because of my trust in your Audi "professional trained staff" words.

 

 Augment/dispute points here:

1. Warranty ended on 25/06/20 but over 3 month lockdown merely driving the car, the incident ONLY presented and can be seen on back to normal life again, no extended warranty offered? not fair to me;

2. Overheating incident did NOT draw me a clear conclusion why this can happen on such a new and low mileage car, and confirmed no issue found in the initial call until I advised to check cooling fan;

3. I showed deep concern on monoxide presented in cooling system but Stoke Audi refused to look into further, alleged temperature gone up ONLY because of fan failed to work at low speed;

4. V5c logbook ownership could be never done until I phoned DVLA found out, Stoke Audi customer careless raises my concern;

5. Nice staff but poor service and experience received;

 

Solution I am seeking:

1. re-inspection by authorised technician from another Audi dealer and triple confirming A)if there is head gasket leak or not, also B) investigation on reason of overheating incident cause and C) start/stop still not working after brake sensor replaced; 

2. if investigation report shows there is a leak or other mechanically failure, I request exchange same spec vehicle with extended 12 month warranty;

3. waive the cost on this incident includes £624 from Audi, £105 Green Flag roadside recovery.

 

Please feel free to ring me mobile 07863990433 or email back for more details, looking forward to hearing from you soon before I forward this dispute to Audi UK.

 

Thanks,

 

Spencer

 

[spencergao]

From: 
Sent: 24 July 2020 17:23
To: Martin Scott <M.Scott@stokeaudi.co.uk>
Cc: Swansway_Customer_Care <caring@swanswaygarages.com>
Subject: Re: Dispute on Stoke Audi - DU17 xxx

 

Thanks Martin,

 

Very confident reply on Stoke Audi branch behalf and showed good support and trust to your member of the team.

 

Are you confident if I request Audi UK to have another branch investigation for the leak check, are you confident that I am driving another 12 months without engine lights on or head gasket with an issue? 

 

It is a big headache when facing an engine problem, no garage wants to touch rebuilding a V6 engine, so does Audi. Dare you provide me another 12 month mechanic warranty cover? If nothing happens I pay you back. I am not confident in such cases you have dealt with, it did not convince me well. 

 

Also where is an apology for "human errors" you made-  V5c logbook only to be transferred when I ask DVLA after 12 months ownership? Start/Stop still malfunction after checking and repair? Cooling fan is not working only when I suggested checking then realised?

 

Please face these questions and I believe me not the first person asking you nor Swansway where your SLA has been assured. 

 

Spencer

 

 

 

On Fri, 24 Jul 2020 at 14:22, Martin Scott <M.Scott@stokeaudi.co.uk> wrote:

Good Afternoon

Thank you for your email outlining your vehicle concerns. I can confirm that both coolant systems were checked and fluids analysed which raised no concerns at all. The overheating issues as correctly stated happened after a spell of the vehicle sat at idle, Audi do not use and do not recognise using water gas test systems due to the coolant used within our vehicles and the de-ionised water within a sealed coolant system. The water is sealed around the heater systems and coolant exchange valve is working perfectly so there is no risk to the occupants of the vehicle or the vehicle itself.

 

All warranties be it manufacturers or extended have items that are not on cover from day one or expire at time/mileage elements I can confirm that wiring is not covered by the vehicle warranty policy. As long as a vehicle maintains its full manufacturers servicing to the schedule then we will always assist our customers where possible and extensive diagnostics time was used to establish both cause and fault which was not recharge to yourself but absorbed to minimise your personal costs.

 

As with all things mechanical there is a chance that things will go wrong or not work as you anticipate them to, our technicians are full factory trained and accredited so there is no one better that knows your vehicle inside out than the staff who currently work here. Please be assured we have a fully clear and transparent system which was used to show you by video exactly what was causing the issue on your vehicle.

 

We trust you will come to enjoy many more years of continued reliability and enjoyment from your vehicle

 

Kind Regards

 

Martin

[spencergao]

On Mon, 27 Jul 2020 at 16:11, Elizabeth Wainwright <E.Wainwright@swanswaygarages.com> wrote:

Good Afternoon Spencer

 

Thank you for copying in Swansway Garages to your email correspondence to Stoke Audi.

 

I have followed the responses from both our Aftersales and Sales team and am confident that both departments have addressed your raised concern. Both Managers who have engaged in this email thread have answered with understanding and knowledge of your vehicle.  Our Sales Manager has personally offered an apology for the V5 discrepancy.

 

We are in full support of Martin’s suggestion for a second opinion at an Audi dealership, outside of Swansway Garages, if this is something you wish to pursue for further confidence in the vehicle.

 

Kind regards

 

Elizabeth Wainwright

[spencergao]

It seems an endless argument with Audi Swansway Group, they are not helpful and not willing to admit a 3rd party oil leak test result. I have no choice to purchase extended Audi warranty which cost me another £600 to cover my concern. 

 

Audi UK is not responding my email but I will update here if they do. It is a shame how Stoke Audi treated customer and human mistakes they made is terrible experience.

[Steve Q]

Sorry to hear your having these issues. Make sure the warranty is definitely an Audi one abd not 3rd party. 

Cheers

Steve

[spencergao]

On 7/29/2020 at 12:31 PM, Steve Q said:

Sorry to hear your having these issues. Make sure the warranty is definitely an Audi one abd not 3rd party. 

Cheers

Steve

Thanks Steve,  it is not helpful reply from Audi UK also, asking me to get another branch to inspect further if I am not happy with Stoke Audi statement, all cost will be on me even if there is indeed a (engine seal) leek found as it is out of manufacturer warranty. 

It seems this topic will not go further and I have no choice but purchased Audi extended warranty for another year.  

[Steve Q]

Really sorry for your situation. I wonder if you would get better service bat another Audi dealer. Definitely worth a shot if stoke Audi won't do anything. 

[dawnn73]

Just scrolling and I'm in despute with swansway garages too (not stoke) unfortunately these people don't care just want your hard earned money. Mines was brand new has had numerous issues but even with 2 local audi dealerships agreeing there is an issue they seem to think its fine. Motor ombusman have favoured me in the first case but they are contesting it. Plus the amount of lies its unreal. Hope you gilet it sorted 

[Steve Q]

On 6/9/2022 at 7:10 PM, dawnn73 said:

Just scrolling and I'm in despute with swansway garages too (not stoke) unfortunately these people don't care just want your hard earned money. Mines was brand new has had numerous issues but even with 2 local audi dealerships agreeing there is an issue they seem to think its fine. Motor ombusman have favoured me in the first case but they are contesting it. Plus the amount of lies its unreal. Hope you gilet it sorted 

Sorry you've had a similar issue. You'd think as the motoring ombudsman sided with you, that Audi would just old their hands up and admit they're mistakes. 

[Stevey Y]

21 hours ago, Steve Q said:

Sorry you've had a similar issue. You'd think as the motoring ombudsman sided with you, that Audi would just old their hands up and admit they're mistakes. 

Hi when it comes to Audi service and Q7s they ought to be sold with a sticker on the back saying Achtung Minen to denote the serious threat to your wallet.

Steve

[dawnn73]

12 hours ago, Stevey Y said:

Hi when it comes to Audi service and Q7s they ought to be sold with a sticker on the back saying Achtung Minen to denote the serious threat to your wallet.

Steve

Absolutely 💯 

Car has been in the garage for last 3 weeks and something has been draining the 48v hybrid battery to the point its done. Replaced that and also to say its the under lying problem which is causing this. Audi have a big fight on their hands 

[Steve Q]

On 6/11/2022 at 11:53 PM, Stevey Y said:

Hi when it comes to Audi service and Q7s they ought to be sold with a sticker on the back saying Achtung Minen to denote the serious threat to your wallet.

Steve

Definitely, but to be fair I think all Audi's do that by one way or another! 

[Bigdave1230]

My mate had his Q8 in at Audi about 4 weeks ago after it breaking down by refusing to go in gear. It’s done 12k and Audi told him the 48v battery was knackerd but saying it wasn’t covered by warranty and would cost £1800 to replace. He rang Milton Keynes Audi where he bought it from who said it should be covered and to get it sent to one of their branches. They sorted it for him and did a software update on the alternator. Apparently the alternators are overcharging the batteries and killing them making them not hold charge. They called it a smart alternator and should put more charge in as the battery gets older.