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Discussion Starter · #1 ·
Well guys less than 200 miles on the clock and our new q5 has been towed away...engine light came on and then we noticed a fluid leaking underneath. (Our drive way is ruined which audi are going to sort apparently)
they came out and said the ad blue system had failed and leaked everywhere.

Really disappointing esp with the after care process..dealer didnt want to know, audi assist were very poor and audi customer services unable to help. Hire car will be delivered tomorrow.( somehow dont think so, there looking into getting us a car at the moment) The tech who came out was great i must say,

Will keep you all informed
 

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sorry to hear cruiser...very disappointing, I would hit audi up very hard and take them for all they have to get compensation...Lift your game Audi with customer service !!! poor service in australia as well, I dont know how many times this has happened to audi and they dont learn about customer service. They seem to hire useless fools to represent them.....
 

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Discussion Starter · #4 ·
Gets even better ... in fact its so bad ive got to laugh.

2pm Was told not to drive vehicle under any circumstances by audi assist and dealer, tech came out and after 2 hours on the laptop finally realised that it had leaked adblue all over the drive ...when he arrived i told him it was leaking but he assured us to "trust him " it defiantly wasn't off our car and was bleach someone had poured on the drive? Haha He left with keys sayin car can't be driven, guess what he then drives car to the dealer :)

Someone would be back to look at the drive ?

audi assist then sent a taxi to take me 30 miles to a car hire place 10pm this evening , which wasn't open, I had to wait 20 mins in the middle of nowhere in the pitch black only to be handed the keys to a filthy corsa. When Audi assist were contacted they said I had been supplied with a like for like car haha
They've further apologised told me to drive home and they will collect the car tomorrow but I must pay for all the fuel :)
I ended up with a golf in the end.

Audi assist say phone customer services over driveway and poor service, customer services say nothing to do with them as it relates to a break down so contact Audi assist. There's adblue over the whole underneath of the car and its stained everything its touched !,

Less than 200m on the clock

Tune in for the next episode
Tomorrow it's back to customer services :)
 

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wow - sounds like a shocker mate - very sorry to hear your story so far. Sounds like something that was either a fault at the factory or the PDI check at the dealer loosed something or other - Can't believe the dealer doesn't want to know

Stupid question - is Ad blue a standard thing on all Q5's?
 

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Sorry to hear about this, sounds like something simple (a pipe/connection) has not been fitted correctly. Ad Blue is now fitted to all diesel Audi's I believe, it's basically urine which is treated and mixes with the diesel to make it more environmentally friendly.

I would recomend you look up the Audi Roadside cover Ts & Cs - you should be due a similar car asap and can reclaim some expenses etc. Take photos of the drive for your records and I'd be worried about the Ad Blue stinking the car out for years to come.

You should be given a Q5/Q7 or decent similar car asap - the Golf should only be temporary and you need to kick up a stink about it.

In addition to sorting your drive out you may reject the car in the future (if its smells etc) and if you keep it Audi should offer some further compensation like 3 yr servicing etc to make up for the hastle.

I've not heard of many Q's breaking down so this is a one off - try and get your money back and buy a Lexus, they have extendable warranty up to 7 years / 140,000 miles for around £800 a year and their reliability and customer service is excellent.
 

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hi Kramer .. i've kicked up a massive fuss believe me but i'm getting nowhere.

Audi customer service is so poor !! they acknowledged that a golf wasn't like for like and said ..and get this !! were really sorry but there isn't another car in the north west available at the moment :) yeah right !!!!
They promised to call me back today and to get me another car asap im still awaiting that call.
So far they've blamed roadside assist and the dealer and have reported their poor service, however its not them i'm complaining about its audi customer service themselves !!!!

They've told me point blank they are unable to compensate me in any way and my drive way isnt their responsibility :) no im not joking however they said the dealer may wish to deal with it as good will !!
Their attitude has been shocking !

Anyway dealer finally called back at 4.30pm after getting the car at 8.30 and numerous phone calls from myself. (they had to wait for the master tech..another load of bull)
The problem is a faulty injector for the ad blue and they cant explain why its failed and havent had any fail before, they too thought it would be a pipe however its apparently a tricky job, parts ordered and will be stripped down tomorrow by the master tech

they weren't too happy when i requested they take photos of the underside of the vehicle before and after repairs, detailing what's been done. Ive explained to them if theres even one trace of adblue on any component they will be replacing it or the vehicle

a complete nightmare ...does any one know what rights you have for requesting a new car should it not be right or damaged when i get it back ?

episode 3 no doubt coming soon !!
 

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1. consult a solicitor
2. only deal with the dealer principle , no middle man, sales men or service guy, go straight to the MD dealer principle
3. Go to Audi UK and inform them of the situation, Demand to talk to superior and no little guy sitting behind a desk at the service centre.

very disappointing to hear audi dropping its balls on a new car
 

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I had a friend who had issues with his new A1 diesel, it was a starting problem I think. They gave him £1,000 compensation plus a line of courtesy cars including A5, A7 & TTS. They also took him out in a R8.

Keep a log of everything, definately speak to Audi UK and start court proceedings for your drive to be sorted out.
 

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Discussion Starter · #12 ·
episode 3 ...will be without the car for at least a week part is on back order !!!! joke
thanks for all the info fellas
 

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Discussion Starter · #13 ·
episode 4 ....manager from audi customer services just been on the phone..got to be honest he was excellent and hopefully resolving most of the issues and has agreed my service has been terrible and not good enough :) finally haha

Audi have located the part and should be fixed within 3 days ..they will then assess the damage caused by the adblue and see whether its repairabe ? also sending someone out to look at the drive :)

Thanks again fellas
 

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sounds more positive!

Is you drive actually stained blue now? or is ad-blue corrosive somehow?
 

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Discussion Starter · #15 ·
Yeah sure does ...

It's corrosive, Audi confirm that today, they say they need
To consult a specialist on how to clean it as they don't know

It's stained it white like chalk , it's the alkaline reaction. Apparantly
 

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Yeah sure does ...

It's corrosive, Audi confirm that today, they say they need
To consult a specialist on how to clean it as they don't know

It's stained it white like chalk , it's the alkaline reaction. Apparantly
Before any product used in any dealerships it is supplied with MSDS, therefore the dealership does not what he is handling, they may even use the incorrect chemical to clean your drive. Ask for the MSDS
 

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Discussion Starter · #18 ·
well guys shes back !! They got the part 2 days early..Ive had her up on my ramp and i cant fault the repair , all undershields bolted back up correctly and not a trace of adblue anywhere :)
Will be rechecking her in a few days time just to double check.

Audi customer services finally kicked in to gear and admitted how poor my service had been, in fact audi asist still to this day hasnt got back in touch over the hire car replacement.
They agreed to compensate me and to fix the drive , although most of it has now washed away with the heavy rain weve had.

The dealer and service guy were great , i received all the pics i requested, they valeted the car and said for me and the wife to go for a meal and they'll pay the bill.

Hopefully my problem will be a one off and none of you will suffer the same ordeal. The dealer seemed genuinely shocked and Audi uk did what they could to sort it out
They hope i haven't lost faith with the brand ......ill tell you in a few months :)
 

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At least they have sorted it out mate, and at least they have apologised for the poor service, that makes a lot of difference in my opinion. I would still be a little disgruntled if I was you. The AdBlue stains should disappear completely given time in my experience, we have had spillages in the yard at work before and the staining has mostly disappeared eventually.
 
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