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RE: Troubled TT - General Advise - a repost
I followed the trial and tribulations of this TT owner with some
interest. Some of you may remember my brief postings regarding my own
problems with AoA and my 96 A6. At almost 50K I had to have my engine
replaced under warranty. It started with investigation of a simple (if
those exist) engine knock when starting the car cold. This lead to a
discovery that crankshaft was .002" out of factory spec. They also
discovered that valve spring seating shims were missing (not used on newer
engines) and that valves were burned. I will not go into describing the
carbon build up which was approaching 1/32" thickness. It took four months
to get me squared away.
My advice to the gentlemen with the TT is to try another dealer. It is
VERY important to have a good relationship with the Service Department
where you intend to have your vehicle serviced. It would be nice for it to
be the same dealer that sold it to you but sometimes that is not
possible. Now for some general advice that may be helpful. I speak from
experience having worked for Porsche/Audi dealers in So. Cal. in various
capacities, from service writer to service manager.
1. The owner of a vehicle has to understand that if a mechanics can not
recreate what you have described they can not fix it. More so if the
condition is intermittent. Keep detailed logs of all dealings and copies
of your repair orders.
2. If you go in for the second time for the same condition ask the service
writer to go for a ride with you. Unfortunately that practice has become
outmoded nowadays. Remember, service writers are not mechanics. They are
an intermediary that are more knowledgeable about computer and data entry
than mechanical workings of your vehicles.
3. If at all possible try to get the same mechanic that tried to solve your
problem previously. If you have good rapport with the service department
they will allow the mechanic to go on a ride with you in order to diagnose
the problem. Keep in mind that mechanics are not there for altruistic
reasons, they are there to make money. Comebacks do not allow them to do
that, and after a while even a good service writer runs out of options how
to pay the mechanic on reoccurring unsolved problems.
4. If all the above fails within a reasonable time frame contact the
service manager of the dealership and Customer Advocate Division of
AoA. From the service manager request to arrange for the AoA Service
Representative to inspect the vehicle with you being present. Odds are, if
the service department is good, that he has been contacted already.
5. Customer Advocate should have investigated your claim by this time
(based on your initial contact) but don't be surprised if they drag their
feet. Call them again. Make sure that they give you a case number. Ask
for the name of the Customer Advocate Supervisor (CAS) and the name of CEO
of AoA. Follow up your telephone conversations with registered, return
receipt letters to CAS, CEO and the Service Manger of the dealership you
are dealing with. In a letter describe the problems that you are having
which you feel have not been addressed or resolved to your satisfaction.
6. If all the above brings no satisfaction try to see if AoA will by back
your vehicle under the lemon law. See if the dealer is willing to work
with you where you will contribute minimally toward a new vehicle. Go to
arbitration if necessary.
7. If you still get no satisfaction get a lawyer and be prepared for a
lengthy and costly ordeal that may not bring a favorable closure.
Lastly, good luck.