Grae

I contacted "What Car " magazine to see whether they were interested in our recent plight. The Editor replied below so if anyone is motivated to do so, this would be one way to give Audi some feedback. "Thank you for your email, and I'm very sorry to hear about the problems you've been having. Sadly, we don't have enough resource to investigate all of the car faults we're told about. However, we'll be publishing the results of our annual Reliability Survey later this month, and that should hopefully highlight any widespread problems. In addition, while next year's survey hasn't opened yet, when it does, I'd be grateful if you could take the time to fill it in. If we are able to report enough faults via the survey, you can be sure Audi will take notice. Kind regards, Steve"

Fascinating to hear how this issue has developed since I originally started this topic here back in early July. Also interesting to hear of someone else who successfully rejected and returned their car and got a refund, as I did. As a clear 2 months have now passed since the topic began it might be good to get an update from people who have joined in here. 1. Has anyone else successfully rejected and returned their car? 2. How many people have successfully had a fix applied to their car? 3. How many people are still living with the issue unsolved? Just if people can be bothered, but there might be some good learning points for each other and for others. Graeme

Probably time for me to completely duck out now and to wish everyone all the best in getting their own issue fixed to their satisfaction. My own best advice is still to put pressure on your own dealer and get them to go up the chain through Audi Customer Services UK, as well as doing so yourself. As this isn't a safety related issue, I'm not sure the media will be that interested. Nor do I think ,based on my experience, that Audi UK would take much notice of Gareth's suggestion, without being satisfied that people have first gone through their dealership. All the best, and I do agree that it is a very regrettable situation.

Hi Peter, Yes of course I did so already a long way back in the chain of messages. Back in early July, after 2 days with the Q3, I took it back to the dealer and he acknowledged there was a problem. He referred to the Service Manager for advice. He, in turn, then e-mailed Audi. They immediately came back and said there was no fix until December and no point me bringing the car in. The dealer then said they would speak to Audi UK. After a week of nothing, I spoke to Audi Technical in Germany who had no solution. I phoned Audi UK Customer Services and was lucky to reach the manager. She said she'd speak to the dealer. After another short delay I decided to write to the dealer informing him I was rejecting the car under the Consumer Protection Act. The dealer replied immediately and within 2 hours the car had been returned and I had a full refund. The dealer and Audi UK had indeed had a conversation. As I've said before, I can only relay my own expereince if its any help. My dealer was very professional.

Hi Gareth, I guess people are wary of the admin and logistical load for one person. There is also the issue that for most people, their contractual/legal relationship is actually with the dealership, not with Audi UK or Audi Group. Your suggested approach might just take the pressure of the dealerships when what is needed is for individuals to to put as much pressure on the dealerships to, themselves, put pressure on Audi. It's also clear that different people might prefer different solutions , some wishing to return their car rather than wait 5 months+ for a possible but not definite solution, others seeking some compensation or a reduction in their PCP. I got a resolution by my dealership contacting Audi UK and them having a discussion, in conjunction with me also speaking to Audi UK Customer Services, and then the dealership responding directly to me.

Sorry I also meant to say that what I said above should apply equally whether it was a cash purchase or PCP.

Hi Everyone, Forgive me for pitching in after the flurry of e-mails today. I've always said that each person will know what's best for them, and returning the car within the 30 day period under the Consumer Protection Act was best for me. However, it does anger me to see that some people seem to be being fobbed off by their Audi dealerships either in them saying there is no process for returning their car or for suggesting there is a fix coming and then saying "oops" no there isn't, or that it has been put back. Maybe I was just lucky but both my dealership and the person I spoke to in Audi Customer Services UK were very honest and supportive in enabling me to reject the car and to return it and get a full refund. So if that's what you want to do, don't be fobbed off. In essence, the process is that you have to write a simple letter or e-mail to your Audi dealership detailing the fault, how you've/they've tried to resolve it to no avail, and saying you want to reject the car and, by law, they have to engage with you, if you're within the 30 day period after purchase. Even if you are beyond that you can still go that route if you've given them a shot at fixing it to no avail. There is plenty of guidance online. Audi can no longer say it's not a known problem and it's also very clear now that putting your car into your dealership for them to look at it is fruitless as Audi themselves have consistently now acknowledged it will be the end of the year or Jan 2025 before there is a possible fix. Sorry do forgive me again, and I don't mean to stir things up for anyone but I can't help feeling that some dealerships are relying on people just rolling over and putting up with it after having spent circa £40k. Best Wishes.

Hi Dan, Yes that is exactly the same message as I was told a month ago, as a result of which I returned my Q3 within the 30 day period. I didn't feel I could wait until December for what is only a a "possible" solution. My dealer at least didn't make me go through the exercise of taking it in for a day as Audi had already told them by e-mail there was no current solution.

Hi Mick, Just to make sure you're aware, I'm the person who bought a Q3 about a month ago and who then rejected it within the 30 day period and got a full refund. That was after my dealer saying they couldn't fix it and Audi telling them/me that there was no point in me taking it into my dealer and that there would be no fix until at least December. I realise that may not be a desirable/practical path for others, I just didn't want the uncertainty and the hassle. I would be pleased for other people if Audi do sort it . I've now bought another make of car. However, everything I've now heard , even from other people in the trade, and also based on your experience, is that this problem has been around for quite while now, without Audi solving it. When Audi dealers say they are unaware of the problem, I have to doubt that very much. And certainly the number of people experiencing this issue is now growing. Your analysis associated with the LTE connectivity certainly strikes a chord with my experience but so is the one which says the problem will only be solved by replacing the MMI unit of the specific car, the actual "brain" unit, and replacing the software. I can only thank my lucky stars that my local dealer behaved so responsibly, as I'm not a technical person and don't have the energy and ability to engage with Audi in a technical debate. And having spent £40k why should any of us have to do that? So I wish others well in getting their own solution.

I did at an early stage but it didn't seem to make any difference and I then re-loaded the key user.

Hi, the Sales person asked the Workshop Manager to raise a "Technical Service Handbook" case with Audi which resulted in them coming back with Technical Product Information which in my case indicated there was no current fix. In my case it was under the heading "MIB3: radio favourites and other settings are lost". Obviously I can't tell if your defect is exactly the same as mine . You never know, Audi may now be getting around to expediting a fix.......but who knows ....

Hi , It's Graeme (and it was my "reasonable" dealership rather than Cliffords who is a site moderator) 🙂 . . I would recommend you phone Audi UK Customer Services to also get them on your side and so that you can show you've tried every route. They are now fully aware of the issue and they acknowledged to me that if there is on foreseeable fix then you are quite at liberty to reject the car. Also get your dealership to raise a technical service case with Audi, who, in my case then said to my dealership that they were aware and there was no point taking the car in. Good luck.

Hi All, It looks like I can bring faulty MMI experience to a close now. Today I formally rejected my Q3 under the 30 day rule in the 2015 Consumer Protection Act and my local dealership have responded quickly and professionally by accepting this. The car was duly returned to them today and a full refund has been received. In my case Audi accepted that there was unlikely to be a fix before December 2024, so my dealer and Audi Customer Services in the UK accepted that this wasn't a tenable position and seemed keen to preserve goodwill. So while I'm disappointed to have returned what was lovely car, and am faced with having to buy something else, I will give my dealership and Audi UK some credit for behaving professionally in my case and not entering into a protracted debate. I hope that you all get satisfactory outcomes to your respective situations. Our MMI issues have indeed seemed to be pretty identical. Who knows, maybe they will indeed push through a proper fix now. I'd also like to say a big thank you to you all for your updates and communications, it has felt like a proper support group. Good luck and I will watch with interest.

Thanks David. I was told by Audi UK last week that there was no software update planned until at least December.....the problem is who to believe !!

Surely Audi can't expect us to accept that as a satisfactory solution.