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216 Posts
Good morning -
As documented in various threads, I continue to have a variety (and seemingly growing) list of issues, big and small, with my Q50.
I've been in contact with Client Services, unfortunately, since about 3 days after I got the car and had a lot of problems on my first road trip.
The first contact I had there, Phil, was great. Well informed and very responsive. If he didn't have answers, he really tried to get them and always followed up. Others here indicated that they worked with him and had similar experiences, but unfortunately he moved on to other responsibilities and my case was given to another individual.
The next person was terrible. Very little knowledge about the car or issues. He might as well have just been a random person in a call center--maybe he was. When he would get back to me, he would basically say, "Yeah, I know you are having all those problems still. If there are new problems, give me a call." How's that for customer service?
Eventually he became more or less totally unresponsive, and I was assigned to someone new who seemed great at first and says she's been working on getting someone from engineering to actually come inspect the car with me. That started in early November. There were two attempts to schedule that (well, they offered two dates when I was scheduled to be out of town on business travel that I couldn't change) and since then, it has often been a week or more for my calls to be returned. That's not ok.
So, I would like to try to get in touch with someone higher up at Client Services who will be empowered and motivated to move this situation toward resolution--either fixing these issues (or at least some of them so my list starts shrinking, not growing) or otherwise resolve this somehow.
I have extensive documentation of all these issues, dates, times, photos, video where possible to help identify and diagnose the problems. I wasn't really looking for a new hobby when I bought this car--that new hobby being a product tester/troubleshooter. So, at this point, I'd be happy to have my time back and a car that just does what it is supposed to do.
Has anyone had any success with others at Client Services with whom you might be able to connect me? I'm going to have a little downtime over the holidays and really want to get this on the road to resolution. The whole thing is so disappointing, as the car itself is beautiful and when I'm driving it and nothing odd is happening electronically, I really love it. Unfortunately, there is frequently something odd happening!
Thanks in advance for your replies.
As documented in various threads, I continue to have a variety (and seemingly growing) list of issues, big and small, with my Q50.
I've been in contact with Client Services, unfortunately, since about 3 days after I got the car and had a lot of problems on my first road trip.
The first contact I had there, Phil, was great. Well informed and very responsive. If he didn't have answers, he really tried to get them and always followed up. Others here indicated that they worked with him and had similar experiences, but unfortunately he moved on to other responsibilities and my case was given to another individual.
The next person was terrible. Very little knowledge about the car or issues. He might as well have just been a random person in a call center--maybe he was. When he would get back to me, he would basically say, "Yeah, I know you are having all those problems still. If there are new problems, give me a call." How's that for customer service?
Eventually he became more or less totally unresponsive, and I was assigned to someone new who seemed great at first and says she's been working on getting someone from engineering to actually come inspect the car with me. That started in early November. There were two attempts to schedule that (well, they offered two dates when I was scheduled to be out of town on business travel that I couldn't change) and since then, it has often been a week or more for my calls to be returned. That's not ok.
So, I would like to try to get in touch with someone higher up at Client Services who will be empowered and motivated to move this situation toward resolution--either fixing these issues (or at least some of them so my list starts shrinking, not growing) or otherwise resolve this somehow.
I have extensive documentation of all these issues, dates, times, photos, video where possible to help identify and diagnose the problems. I wasn't really looking for a new hobby when I bought this car--that new hobby being a product tester/troubleshooter. So, at this point, I'd be happy to have my time back and a car that just does what it is supposed to do.
Has anyone had any success with others at Client Services with whom you might be able to connect me? I'm going to have a little downtime over the holidays and really want to get this on the road to resolution. The whole thing is so disappointing, as the car itself is beautiful and when I'm driving it and nothing odd is happening electronically, I really love it. Unfortunately, there is frequently something odd happening!
Thanks in advance for your replies.
