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Old 13th April 2012, 19:03   #1
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Post Audi Mumbai West - Horrible Delivery Experience

I write this thread with a heavy heart and a bad headache. Today was supposed to be one of the biggest days in our life as I was to get the delivery of my new Audi A4 2.0 TDI, however I don't know if it was black Friday the 13th or some change in nakshatras that triggered this.

After an already not so pleasant pre sales experience (which you will get to read in my ownership thread once I get the vehicle) and 3 months of to and fro, we put everything on the back burner, I took an off from work and booked a cab to pick the car at 2.30pm.

Just when we were about to leave I get a call from the sales person stating the vkools are installed, however the one on the rear has got bubbles and will need to be re-installed, he then further continued to say, can we postpone the delivery by a day or two as it will take him 6 hours to just remove it and a few more to install back again. He stated that he will persoally deliver the car tomorrow with accessories. While I was completely taken aback, I still kept my cool and said, we've already got ready and a cab is down waiting for us so, let me take delivery and send someone over tomorrow morning to have it done.

He agreed but something sounded fishy, we finally get down in the next 15 minutes and I receive a call again before boarding the cab. He says; sir, there's a small problem, just now we were to deliver another car that was standing next to yours and the customers kid opened the door of his Q5 which banged into your car and put a dent around the fender. We will now need to send your car to our workshop right away and get the fenders replaced! I almost got a mild heart attack, however maintained my composure and asked is this why I was being stopped from coming over and was it really the vkool?

He further went to state we don't do these things and deal with honesty blah blah blah. I obviously had a problem in taking a new car which has already undergone repair and refused to take it. Tried calling his manager, however as usual my call wasn't attended to and so I sent acrosss a message and the reply i get is I apologize for the incident sir, however i have a bad throat and hence unable to talk but we will fix this and it won't affect your resale / insurance etc.

Since then till now i've received multiple calls from sales team members, service manager trying to convince me that it's just the fender that is damaged and in the CKD we do get extra parts considering indian conditions for these type of incidents. When i asked him if he can show me the invoice and prove that the part getting replaced is indeed from the same CKD package as my A4 he goes to say all part numbers are same no one can figure that out only the dealer who get it knows its from the same box

When i ask him for a picture of the damge (and mind you this was my nth request since morning to every person i spoke) he immediately asks me for my BB pin, which i provided in 2 seconds. Post which the replies i get are:

Service Manager: Sir the damage is so small that it cannot be visible in a picture that is clicked

Me: Fine just click pictures of all sides of the car and send it to me

SM: Sir, our boys tried but the workshop is too dark and nothing is visible in the pucture
Me: You're telling me an Audi A4 white color is not visible in a picture clicked from a phone camera? Which phone is this?

SM: Sir, be rest assured you are in safe hands. we will change your perception about our brand and you will be delighted!

I'm still clueless as to what is to be done? I have my MBA Exam tomorrow after which i shall be going to do a PDI and take delivery of the vehicle tomorrow with another T-Bhpian, however i hope it's not one of those accident / used vehicle that is being given to me in the name of that little kid.

Shall post what my experience is tomorrow, signing out for now!</SPAN>

Mod team note: Removing [Font] tag, avoid copy pasting from external font editor. Also do a Preview before posting. Thanks

Last edited by Jaggu : 13th April 2012 at 20:42. Reason: Removing [Font] tag, avoid copy pasting from external font editor. Also do a Preview before posting. Thanks
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Old 13th April 2012, 21:38   #2
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Refuse delivery of car. Why would you buy already damaged car for the price of brand new one. Or ask or 5 lac discount. After all this mess i would surely go to different dealer or buy a different brand.
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Old 13th April 2012, 21:54   #3
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Default Re: Audi Mumbai West - Horrible Delivery Experience

Thats just terrible to hear. I do hope they are actually telling the truth and its not something else which has happened. What you should have done is gone down to the workshop and demanded to be shown the car. Also there is a very good chance that with replacing the rear sunfilm the defogger won't work, so try and not replace it but fix the film already installed.
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Old 13th April 2012, 22:48   #4
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Default Re: Audi Mumbai West - Horrible Delivery Experience

Very, very, fishy, don't ever take delivery of the vehicle unless you have a good look at it. Ask for everything in written format and also seek a good lawyers advice regards a 'show cause' notice. After all you are spending a heck a lot of money for this and don't give up.
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Old 13th April 2012, 22:57   #5
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Default Re: Audi Mumbai West - Horrible Delivery Experience

Quote:
Originally Posted by Durango Dude View Post
Very, very, fishy, don't ever take delivery of the vehicle unless you have a good look at it. Ask for everything in written format and also seek a good lawyers advice regards a 'show cause' notice. After all you are spending a heck a lot of money for this and don't give up.
I agree, i will certainly not keep quiet if i find something indifferent tomorrow. These guys need to be taught a lesson on the fact that we are not born to be taken for granted.

Quote:
Originally Posted by akshay1234 View Post
Thats just terrible to hear. I do hope they are actually telling the truth and its not something else which has happened. What you should have done is gone down to the workshop and demanded to be shown the car. Also there is a very good chance that with replacing the rear sunfilm the defogger won't work, so try and not replace it but fix the film already installed.
I hope so too Akshay and i agree i should have left for the workshop but i think i was too upset to realize, besides i've never had such an experience with any of my previous 4 car purchases. I hope the defogger works, do you know of any way to test it real time as i don't want to take delivery and then find out that it's not working. Just don't trust them anymore.

Quote:
Originally Posted by taranonline View Post
Refuse delivery of car. Why would you buy already damaged car for the price of brand new one. Or ask or 5 lac discount. After all this mess i would surely go to different dealer or buy a different brand.
I will refuse for sure if i find out something which is not right, however incase it seems like a petty issue which the not so experienced so called "Product Manager" didn't know how to manage then i don't mind leaving it as well. At the end of the day this was a huge upgrade for me from my current SX4 and i didn't really expect going through all this pain.
I wish i could go to another dealer, however there is only 1 Audi dealer in Mumbai and he's already received the complete payment of the car so changing the vehicle will mean selling it first as second hand and then buying one more .

Attn mods: Apologize for the copy paste, however i had initially written this thread using my iphone but couldn't complete it due to a phone call so sent it as a mail to myself and copy pasted it from there to T-BHP. didn't know it was tagged as it didn't show.
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Old 13th April 2012, 23:07   #6
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Default Re: Audi Mumbai West - Horrible Delivery Experience

I will also support the view that delivery of the car must not be taken, if the damage reported is confirmed upon a personal inspection to be significant. You should then negotiate for a replacement and ask them to deliver one at the earliest as per the same specifications you had paid for with no escalation of any costs.
If they do not agree you may consult a good consumer court lawyer see that the dealer is served a legal notice for compliance.
Adequate press publicity will ensure that the dealer is on the defensive.

Last edited by anjan_c2007 : 13th April 2012 at 23:09.
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Old 13th April 2012, 23:16   #7
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Default Re: Audi Mumbai West - Horrible Delivery Experience

That's sad, happening on a day you were awaiting. BTW, one of Audi Mumbai West's manager is a member on TBHP, his id is i<3turbo.

Maybe he could help you out?

Last edited by prateekm : 13th April 2012 at 23:21.
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Old 13th April 2012, 23:17   #8
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Sorry to hear about the unprofessional experience by Audi. I think you should take at-least 2 more people with you and thoroughly inspect the car inside out in broad daylight, before taking the delivery. Also in this case, better get a camera and take photos from every angle, inside out. Better safe than sorry.

How much force/effort does a little kid have; that he is able to dent a fender? Or rather, is the Audi build quality so flimsy that a small kid will be able to put a dent in the fender, just by banging it fast? Something's not right here. Check the car thoroughly.

Audi belongs to the VW group, so does Skoda. Doesn't something seem so familiar? I hope later on this will not be one of those experiences.

All the best, but take the delivery with your eyes wide open.
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Old 13th April 2012, 23:25   #9
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Default Re: Audi Mumbai West - Horrible Delivery Experience

Sincerely advise you not to take the delivery, since the fact that they are trying their best to keep you away from having a look at the damage it is very fishy, I hope you haven't paid anything but the booking amount. As someone suggested - send them a show cause notice and seek a fresh car or cancellation - I know it will take more time and effort, but it's a new car, you don't buy it everyday - better to be safe than sorry. Feel bad for you, I can understand the excitement in one when they are going for the delivery.
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Old 13th April 2012, 23:34   #10
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Default Re: Audi Mumbai West - Horrible Delivery Experience

I don't know what's going on with all these premium dealerships now a days, why do they take customer for granted.

You should have been to showroom today just to inspect car, earlier they tried to delay the delivery by stating vkools developed some bubbles which if they will remove, 99% there are chances that the defogger won't work, and then they delayed by stating dent in dender, how much force a kid can apply that the car got dent ?

Even they are not willing to send photos of damage to you, i can smell something fishy.

So please do a very detailed PDI in daylight with wide open eyes or push them to deliver a new car instead of getting this one repaired.

Do keep us updated.

All the best.

Sameer
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Old 13th April 2012, 23:36   #11
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Default Re: Audi Mumbai West - Horrible Delivery Experience

Damn Don't know what the heck is wrong with the Audi folks. Be it Audi Mumbai West or any other Audi showroom. I'd say, get a thorough check up done of the car if you're picking the same one, Karan. Something is fishy for sure. Don't wanna spoil your mood but I'd suggest you should demand for a fresh car, or cancel it and get the full refund as it's their fault! You can opt for the 3er if you want to. They should be able to deliver a new 320d in a week or so for sure.

Last edited by AdiSinghV12 : 13th April 2012 at 23:40.
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Old 13th April 2012, 23:51   #12
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Default Re: Audi Mumbai West - Horrible Delivery Experience

Thank you for all the support guys (Anjan, Sameer, Prateek, W.A.G.7, Manish & Adi), I feel like a complete fool by experimenting and going for VW's premium brand instead of the safe and sound BM or MB which i ignored for space and looks. Currently i really don't know what has happened or what's going to happen, however will definitely not take it lying low if i find something out tomorrow that was hidden.
I wish i could demand a refund and cancel this damn booking, however i doubt if it will work in India with the amazing laws we have, but will even try that option if required.

Prateek - will contact >iturbo, if things turn nasty, however thanks for sharing this info.

Hope the defogger is not spoilt cause of this vkool nonsense. (How many hopes am i carrying?)

Lets see i'm really not thinking anything right now as i'm completely blank.
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Old 14th April 2012, 01:28   #13
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Default Re: Audi Mumbai West - Horrible Delivery Experience

That's really pathetic experience you have Karan.

You missed an opportunity to actually go there and see what has happened. By tomorrow the showroom guys might have already burried the ghost of their misdeeds. Hope tomorrow is a better day and you do get the deliver of your car.

Lets meet at Mumbai West tomorrow. Any more Tbhpian's who would like to be there are invited to join, more the merrier and better scrutiny of the car will be possible.
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Old 14th April 2012, 01:35   #14
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Default Re: Audi Mumbai West - Horrible Delivery Experience

Quote:
Originally Posted by Karan1981 View Post
I hope so too Akshay and i agree i should have left for the workshop but i think i was too upset to realize, besides i've never had such an experience with any of my previous 4 car purchases. I hope the defogger works, do you know of any way to test it real time as i don't want to take delivery and then find out that it's not working. Just don't trust them anymore.
If you can get the rear windscreen to fog up then you can try it, lol. Otherwise try and get it in writing that in case you notice the defogger not working they will have to repair/replace it for free since it was caused due to the film replacement.

http://www.team-bhp.com/forum/members/pdev29.html
This member works at Audi I think, try and get in touch with him, he may be able to help you out.
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Old 14th April 2012, 01:53   #15
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Default Re: Audi Mumbai West - Horrible Delivery Experience

Quote:
Originally Posted by akshay1234 View Post
If you can get the rear windscreen to fog up then you can try it, lol. Otherwise try and get it in writing that in case you notice the defogger not working they will have to repair/replace it for free since it was caused due to the film replacement.

http://www.team-bhp.com/forum/members/pdev29.html
This member works at Audi I think, try and get in touch with him, he may be able to help you out.
Thanks Akshay appreciate your help here, even prateek sent me a contact, however i cannot PM anyone till i complete 25 posts and my membership access level changes. I'll try to check the defogger in some way tomorrow or have it documented that it's may be damaged. The car is under warranty so i guess that should be covered anyway, but i'm not accepting it if there are replacements / reparis happening on an already untouched vehicle.

Wish me luck!

Quote:
Originally Posted by kailashnj View Post
That's really pathetic experience you have Karan.

You missed an opportunity to actually go there and see what has happened. By tomorrow the showroom guys might have already burried the ghost of their misdeeds. Hope tomorrow is a better day and you do get the deliver of your car.

Lets meet at Mumbai West tomorrow. Any more Tbhpian's who would like to be there are invited to join, more the merrier and better scrutiny of the car will be possible.

I agree i should have gone to check the car today
Kailash, read my post i quoted that you're joining me anyways in my initial post (Forgot to put your name). More are welcome to help as i don't know how to conduct a PDI yet except the basic stuff.

Quote:
Originally Posted by pdev29
Dear Karan,

Really sorry to hear about what has happened.
I work for Audi Mumbai West and i got to know about this today.
to be very hones it happened due some reasons which was really out of our control
and to be very honest its a very minor. I totally understand that its not your look out as customer
.
I really cannot discuss much about this on open forum due to company policy but as a BHPian i will try my best to help you in this as much as i can.

Regards
Devang
Thank you so much Devang for your response, will appreciate any help you can offer to make this smooth and ensure my trust I put in the brand against all friends and well wishers advice is not lost by getting a lemon!

As a common man, my intent was only to buy a new car I most like and not to go through checking vins and conducting pdi which I thought are best left to specialists hired by auto car dealers.

Thanks again for your kind help in this regard.
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