Need help re funds: Engine oil chain pump failure and AUDI UK poor customer service.

£2727 Needed help re funds: Engine oil chain pump failure and AUDI UK poor customer service.

Actual/Estimated costs;

Engine diagnoses of fault re oil chain pump: £500

Engine refurbishment: engine exchange £1920

Considered legal action against Audi UK; £307

Total needed: £2727

I recently purchased an Audi A4 2005 model s-line on 92k miles in late 2014, spending money I had been saving for years, what attracted me to the vehicle mainly was the Audi uk full service history 2014 prior, its looks and the fact that it seemed like a quality brand.

My problems all started on the 6th of may 2015 while driving the Audi A4 in grid locked traffic without any warning, sounds, warning lights, noises, vibrations and whatever else you can think of the car embarrassingly stopped working in the middle of traffic, resulting me an old couple helping to push the car to safety then later getting the car towed to a local garage I’ve used for years.

The garage informed me the vehicle failed due to a common known issue (to Audi and the mechanic industry) with my Audi A4 2005 s-line the ENGINE OIL CHAIN PUMP and was advised by the mechanic to get help from Audi Uk, which I thought was a good idea.

27/05/15

Contact was made with Audi Bromley service manager Richard Balcomb.

Audi Bromley service manager Richard Balcomb informed me he will send someone to Church motors garage where my vehicle was stranded.

28/05/15

Audi master technician (from Audi Bromley branch) viewed my vehicle at Church motors. No written report done, but confirmed verbally to Audi Bromley service manager Richard Balcomb the OIL CHAIN PUMP FAILED.

01/06/15

Cased assigned to Audi case manager Ben Osman informed me no report done.

01/06/15

Audi case manager Ben Osman informed me repair may cost £4500.

3/6/15

Richard Balcomb was meant to speak to me to arrange pick up of my vehicle (arranged by Audi UK customer services) but all day via local Audi bromley customer service telephone number 020 8464 7070 he was strangely unavailable to speak to me I left two messages for him to contact me with no call back from him?

04/06/15

My Audi case manager Ben Osman verbally via phone informed me he had found a history of my fault reference my vehicle, pay £1000 down payment and arrange logistics re delivering my vehicle to Audi with Audi business manager Mathew Well’s input.

04/06/15

Sent email to My Audi case manager Ben Osman with pictures of my vehicle and quoting Church motors, manager “Oil chain pump broken resulting in damage to the sprocket on the crankshaft.”

“Previously from Audi you could purchase a short engine (bottom of engine) used to make an exchange engine, now you can only purchase a new engine, the oil drive by Audi changed from a chain to a gear driven oil pump.”

04/06/15

I sent an email to [email protected] to my Audi case manager Ben Osman regarding Audi Bromley service manager Richard Balcomb.

‘Compliant reference Audi Bromley service manager Richard Balcomb.


The very first time I spoke to Richard B in late May 2015 via phone ref Audi A4, even before I explained the details of the car issue with him he informed me words to effect "Audi will not be fixing your car for free so don't expect it" when I explained to him the details of the problem and that I have seen other Audi A4 owners on the Internet with this issue he replied words to effect "I have over twenty years experience and never seen this problem before" and "I've seen a two headed monster on the Internet does not mean it's real"




4/6/15
I took the day off work to come and leases with someone that could help me with enquires about my vehicle repair. Minutes later Richard Balcomb appeared to speak to me in person.
Richard Balcomb Audi Bromley has told me words to effect "he is refusing my business, Audi does not want your car and does not want anything to do with the car" Richard Balcomb informed me Audi Bromley are bias because they've done a verbal report (but could not explain how) I asked for a written report to be produce right now to say Audi has been involved as he said, informed by Richard Balcomb there is no written report but he was going to make one this day 4/6/15. Richard Balcomb informed me at Audi Bromley I could not speak to anyone higher then him when I asked to do so.



unspecified date phone conversation;
Richard B informed me my vehicle has NEVER a history of a Audi cam belt etc change, he is incorrect as I found documentation referring to a I believe cam belt change at sixty-six thousand miles at Maidstone Audi which I have provided copy's to Audi Bromley Catford (handed to customer service advisor Owen Mitchell)


This is my very first Audi vehicle ownership Audi A4. I have ever owned (my previous vehicle was a reliable Vw golf Gti 1999 1.8 turbo vehicle) I only purchased Audi A4 very recently with all the money I had in my bank account I had saved for many years with bought with full Audi service history 2014 and prior. I desired this car because I've always wanted an Audi and heard they are reliable, strong luxury vehicle.

Audi Bromley service manager Richard Balcomb's behaviour to me (which I have informed Audi customer service customer care several times of his comments and behaviours) from the start of this incident has been profoundly disgraceful, rude, abrupt, bigoted and out right shockingly poor customer service causing me severe stress, frustration to me trying to get the vehicle road worthy again as soon as humanly possible for work and pleasure as I do not earn a lot of money.

Actual/Estimated costs;

Engine diagnoses of fault re oil chain pump: £500

Engine refurbishment: engine exchange £1920

Considered legal action against Audi UK; £307

Total needed: £2727