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Discussion Starter · #1 ·
Have just been told the dreaded news that my 2009 2.0TDI needs a new Mechatronic unit and dual mass clutch pack? I've had the car from new and has always returned to the supplying dealer for service and it hasn't been chipped in any way. I know that this unit fails regularly as it's clearly a design issue and that some members have had success in getting Audi to contribute to the colossal cost even when outside warranty. I have been quoted in excess of £4000 so I was wondering why some people had success and some did not when getting Audi to pay out? Simply put...I haven't got £4000. Would really appreciate hearing from anybody who has actually been through the process.
 

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That would be a call to Audi Customer services:

Audi UK Customer Service

Telephone: 0800 699 888
(Open Monday to Friday 8am to 6pm, Saturday 8:30am to 3pm)
 

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Discussion Starter · #4 ·
Poole Audi. They have pointed me in the direction of Audi customer care. Obviously nobody has ever heard of such a failure but they will look at my concerns on an individual dual basis. I can't decide which way to play this. Whether there is more mileage in waiting to see what they will do out of goodwill or whether it's to hell with goodwill and persue the fact that this unit shouldn't be constantly failing on countless cars. I don't accept that the failure is down to the fact that the part is 4 years old as it's not reasonable that a part of a £40.000 car only has a life of 4years. I would be very interested to hear members views on which way to play this.
 

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Its important to take the 'firm but fair' tack.

If the car has service history with Audi and there is no evidence of abuse then they have a good track record in supporting this kind of failure either by supporting the entire cost or if not a substantial portion of it. Their get-out is if the car hasn't been serviced to Audi standards/intervals.

Given the season and that a lot of the key decision makers have been on leave I'd float the suggestion that you won't be able to start a sensible dialogue until Thursday of this week at the earliest and most probably Monday 7th.

Get all your service bills together and write down the time-line, what failed and when and what you have been told and keep that up to date as the dialogue continues.
 
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Just speak to your dealer, you will need their help to get anywhere.
Other option could be to trade it for something else and not take a blood bath.
 

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Should the first question be what mileage has the vehicle done?
 

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Discussion Starter · #8 ·
The mileage is 70k. Every service done at Poole Audi and have always had any work they've suggested. I will wait and see what Audi and the dealer come up with and keep you all informed. Wish me luck!
 

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The mileage is 70k. Every service done at Poole Audi and have always had any work they've suggested. I will wait and see what Audi and the dealer come up with and keep you all informed. Wish me luck!
I certainly do wish you luck and Audi should step up to the mark and sort this. Obviously had the mileage been excessive then you would be pushing it but 70k is not excessive. I remember on a jeep forum a few years back there was a chap with major engine failure of some sort and only after a lot of support did this chap let out the bag that the car had been to Mars and back lol

Maybe you should drop into the mix that this forum is following and awaiting the outcome
 

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Good luck Mustardears. Maybe worth considering trading it in sooner than later.
 

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interesting question is how long do people think these things should last...
clearly things break and need replacing, but when...?
 

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interesting question is how long do people think these things should last...
clearly things break and need replacing, but when...?
Well a budget car manufacturer is sticking their head above the parapet and quoting 7 years unlimited mileage. So should a premium brand not match or exceed that
 

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Had 2 replaced under warranty on our first 2009 Q5 and they still fail on 2012/2013 cars.
Would not consider another Audi with S-Tronic.
Mineral Oil is preferred to synthetic in the Far East as a cure to S-Tronic ills.
Audi should contribute as you have full A.S.H good luck with your claim.
 

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Ask them to cover it then, remember Audi don't make the gearbox/technology, its all bought in.
I'm thinking 5 years should be doable, but at the end of the day the warranty IS 3 years for the UK (less for other EU countries).

Im sure with a full ASH you should/will get a contribution.
 

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Discussion Starter · #15 ·
Audi Poole have now requested the courtesy car back as I haven't given authority to carry out the repair despite the fact that they can't talk to Audi or their consultant tech until Friday. So much for customer service!
 

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When you speak to Audi customers services, state that the box is not of merchantable quality and that if they will not support the rectification you will seek guidance inform from organisations like Watchdog, Which Magazine, Whatcar, Autocar, etc , etc, and all motoring forums, etc. Then you will pass the problem to your solicitor who is an specialist in consumer law. Do it nicely, you just want to get the message accross so that the customer service person escalates it to a higher authority within Audi. I had a simpler problem with my daughters Fiesta, 4 years old and a problem costing only £300 which Ford or the service centre could not diagnose, so it was suck it and see. Ford wouldn't pay for the new part if it was not at fault. In the end the problem was fixed first time and Ford paid or my next service as a good will gesture which was unnessary. Nobody wants bad publicity, so use that as your weapon in the most polite way you can. In my case my Ford service centre guided me, so Poole Audi should point you in the right direction. Have a quiet word with the service manager. Just don't tell audi you did.
 
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Ditto same problem with Mechatronic unit failing on a 2009 3.0 tdi Q5, 9 months after the warranty had expired.
The supplying dealer (eventually) offered to replace the unit FOC, citing that this was merely a goodwill gesture on their part but also acknowledging that the service history was bang up to date - they having serviced it from supply of vehicle.
I'm told by a friend in the business that the crucial bit as to whether dealers will offer this sort of gesture, always boils down to the mileage on the car. Allowing 15000 miles pa is what they (allegedly) generally work to, so wonder if this is the basis of Mustardears's issue.
Irrespectively, thats harsh customer treatment. Keep persevering with both the dealership and Audi UK and, good luck.
 

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Hi,

Mine was replaced at 78000 miles and at 4 years old.

Liverpool Audi did mine - I simply asked them to approach Audifor goodwill. An hour or so later they got a degree of good will which left me with around £750 to pay, which i was happy with. A few weeks after getting the car back I received (without asking) a further £600 refund. Great customer service throughout.

I had a similar experience at 83000 with the egr cooler.

Needless to say after this I sold the car and upgraded to a 11 plate with 23000 miles.

The car did however have full Audi history.

I understand that 2008 to 2010 are the main cars affected and after this an upgraded mechatronic complement was used.

Good luck. Regards mark.
 

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Discussion Starter · #20 ·
Hi Mark. Thank you for letting me know this. It's exactly the info I wanted. As other members of the forum have stated, its really down to how good your dealer is so let's hope Poole Audi as good as Liverpool. I will keep you all informed.
 
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