I just had my two cars returned from service today. My experience between the two shops can not be more different!! One was as close to perfect as I could expect while the other one was the reason why people do not like their car dealers.
Background
I own a 2021 Tesla Model Y and a 2023 Audi Q4. The Tesla Model Y was in a car accident about a month ago in which I was rearended by a Ford F150 causing damage to the liftgate and certain other related car parts. The Tesla Model Y needed auto body repairs with significant replacements to be installed.
My Audi Q4 was subject to a recall in which they needed to install a software update o fix a breaking issue that the car had. We were informed that the software update would take between 3 and 5 hours. Our Audi dealer arranges for either a loaner or car pick up from your house.
Tesla Experience
When I made an appointment to drop off my Tesla Model Y, my appointment was confirmed through text message and a reminder 24 hours beforehand and then another one an hour prior to my appointment. I was warmly greeted by the auto body shop personnel. During my consultation, we went over the accident and the damage to the car. They described the steps that they would take and estimated time line. Also, they walked me through all of the forms that I needed to fill out.
Following my drop-off, I received periodic updates by text message. These messages included
- that my car was being evaluated
- another one that they were dissembling it to look for hidden damage,
- notification that parts were being ordered
- update on their interaction with the insurance company
- updated timeline on when parts will be received and installed
- arrival of the parts
- completion of the service
In addition to the final text message, they also called me to tell me that my car will be ready later that day and to arrange a time for me to pick it up. When I arrived, they walked me around the car and described all the work that was performed. They also recommended that I drive the car for a while to see if everything was done to my satisfaction. And it was.
Audi Experience
In contrast, my Audi experience was not nearly as buttoned up. I called and made a reservation for them to pick up my car at 9:00 am. No follow up or confirmation of the appointment was sent to me. Based upon prior experience with this dealer, I did not have the faith that they would actually come at the appointed time. As a result, I called them at 8:30 to make sure everything was in the process. The person answering the phone had no record of the car pick up. So they made a note in the file that someone will pick up the car at 9:00 am.
9:00 am rolls around, no one comes. At 9:10, we call to see the status of the car pickup. Our Audi representative says someone is on the way. The Audi employee showed up at 9:25 and they informed us that they were unaware of any pickup until after 9:00. We live maybe 10 to 15 minutes from this Audi dealership. It is clear in my mind that at 9:10 no one was on the way to pick up our car. So the Audi person who informed us that someone was enroute to our house was either lying or not properly informed.
Audi did perform the software update and return the car later in the day.
Difference
The auto body shop managed my expectations and informed me of the status through out the process so I did not have to reach out to them to see what was going on. They delivered their service in less time than they originally quoted. I give their customer service and performance an A Rating.
The Audi dealer on the other hand, set up a reactive experience in which I had to reach out to them to find out any information. The point of contact at their dealership tended to be less informed about their systems, processes and vehicle status. Add to the fact that they were less professional than other customer service operations. I almost wanted to recommend that they should take lessons from airline customer service. And we all know how well they handle customer complaints and issues!
Following this distasteful experience, I had a conversation with the General Manager of the Audi dealership. First, I have to give him props for calling a disgruntled customer. But he was nowhere near apologetic for my bad customer service experience. He was very defensive and kept spotting how great his shop was. I will pass on giving them a letter grade but my review of their service comes in poor.