Stratstone - Audi Hitchin Avis 

I brought a Q5 Black edition in June 23. This car was six weeks old from Audi Hitchin. After about 4 weeks I expirenced issues with the MMI, causing the main screen to go blank, sat nav/ blue tooth and various other things failed to work, this would happen for days on end. I was asked to reset this manually this I did but it would only last for hours some times for days. The car has had many visits to the work shop and parts replaced.

Audi Hitchin have offered very little support and will not compensate me for this. It would appear that once the salles team have sold a vehicle they are no longer interested, its all about monthly sale figures. I amcurretly dealing with the Audi UK executive customer care team and to be honest they show very little concerns in trying to get this sorted, they are not interested in compensating customers for a failing audi product.
The CEO of audi UK will not lower himself and speak to customers that experience issues, Audi AG will refer you to the UK.
They sell executive high class vehicles and wash their hand when issus are raised.
My vehicle is now over two years old the problem still not solved and waiting for software updates that are not available. Can anyone out there please advise me of who I could contact.
I am so disappointed with the whole affair and will never buy another Audi, this is my fifth Audi.
The problem started back in July 2023
Date of experience: 10 July 2023
Edit

Great service. Good test drive and rapid ordered and handover. Very pleased.

Timing was superb.
Customer care was spot on.
Lovely atmosphere.

Ill Professional and Sub Standard treatment:

I was given an appointment for change of central locking- rear passenger door. There was lack of understanding at Hitchin Audi as why I was at their premises on the day of appointment, despite being the fact that Hitchin Audi after sales manager arranged the appointment and confirmed ordering of two central locks and date of appointment via email. Besides there was a text message sent on mobile about appointment confirmation too. On the day there was no locks available, I had to leave vehicle and arrange for loan vehicle which resulted in to waste of my entire day and undue stress plus commotion because I commuted from Luton for a day appointment of 3 hours maximum.

I believe the entire treatment was bad because of the fact that my car did have warranty, thus the fact that I was not supposed to pay for required repairs actually led to this ill professional and unacceptable treatment. Upon inquiry as why the central locks ordered 5 days ago are not available, I was told that they are wrong and if I want both locks to be repaired, then I should pay for the other lock. I was also told that if I am not happy with Hitchin Audi, then I should go somewhere else. I confirm I never did ask for both locks to be repaired and it was Hitchin Audi after sales manager who actually confirmed in writing that two rear central locks have been ordered.

This is unacceptable ill professional treatment and raises many questions about the quality of central locking in Audis, further the respect given to Warranties etc.

I must add that I have suffered the same central locking issue with another of my Audi Q3 in last year before I switched to my current Audi purely because of this problem. It raises questions as how come two different Q3 Audis can have similar central locking issues. This must be quality issue with central locking in Audi Q3s, or I must be unfortunate one to suffer same issue for my two different Q3s.

I ask you to come back to me regarding this comment and allow me to feel that you do care about customer feedback and rectify it, instead of merely collecting comments.

Very professional and very knowledgeable

Staff are very professional and polite, Customer parking is a bit restricted at this site otherwise very good and will definitely be using them again for my car servicing/MOT.

Had a small problem resetting the tyre pressure setting on a car we purchased a few months ago. We called in on the off chance and Matt got it sorted for us whilst we waited. Great service

A very customer centred approach and very friendly.

Fantastic communication, especially Luca who was extremely professional. Thanks for a great resolution to a warranty problem with zero problems.

Friendly helpful & efficient staff

I recently bought an S3 from Hichin Audi. Great service from start to finish from all the staff who were professional, polite and helpful. The car is a joy to drive and I’m delighted with it. Special mention to Steve Trew, Ash and Matt Fishburn. Many thanks

The entire experience was highly frustrating and far below the standards I would expect from Audi.

Firstly, when I made the appointment, I was assured that if I brought my car in the morning, the service would be completed quickly, eliminating the need for a replacement car. However, I ended up waiting from 9 AM until nearly 2 PM—five hours in total—before the work was completed. I had taken a full day off work, and instead of being “in and out” as promised, I spent the majority of my day waiting at your dealership.

When the service was finally finished, I inquired about the complimentary health check and car wash that other Audi dealerships typically offer. The sales advisor informed me that this couldn’t be done because all the mechanics and car washers were on lunch. However, upon leaving, I noticed that both a mechanic and a car washer were still working, which made the advisor’s explanation appear completely a lie.

Moreover, I was not briefed by the mechanic who worked on my car, nor was I given any explanation regarding the work completed or any improvements made. The sales advisor attempted to explain the tracking results but failed to provide clear or meaningful information, stating only that “there’s less red parts on the sheet now than before.” Additionally, the front axle tracking remained outside the recommended range according to the results sheet —the very issue for which the car was originally booked.

I was then told that because my car is leased and the repair was paid for by the lease company, I was not considered a priority customer. To hear this was incredibly disappointing. As a paying customer with a lease that includes warranty and maintenance, I expected better treatment. The fact that I was charged nearly £270 for this service, only to be told I am not a priority, is completely unacceptable. The lack of a complimentary health check and wash further added to my frustration, especially given that I had been told these services were unavailable due to staff lunch breaks, which was clearly a lie.

Given the overall poor experience—from the misleading communication about the replacement vehicle and the service time to the refusal of basic services and lack of proper customer care—I can only rate this experience as a 1-star service. I expected far better from Audi.

Great service and some minor damage repaired free of charge.

Reliable, efficient and great customer service.

Absolutely terrible. Brought a a1 from here had it for not even 3 months was in the garage 4/5 times. I wanted my money back and they refuse to give me the full amount back they gave me £3000 less that what I paid for the car. Absolutely devastated. I’m only 21 feel like I’ve been comeprlly messed around. Do not buy a car from here. The communication is dreadful. I tried all I can to get this issue sorted and get money back I needed. I would like to take this further but no one would help.

People at Hitchin are very helpful and friendly and explained about the car.

I was looked after by Ash
at the Audi dealership in Hitchin
He’s Very polite and always got back to me with answers to my questions.
Excellent service very pleasant sales journey.
Thank you very much Ash.

Great communication and service from the team at Hitchin Audi, courteous and efficient. They always go above and beyond.

Excellent service from start to finish. The friendly welcome from your extremely attentive receptionist to the professional manner of Aziz who spent time explaining the difference stages of the work and kept me informed throughout the day.

They are great ambassadors of your brand values and commitment to customer care!

Excellent communication and work completed on time and to spec.