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Audi introduces audio visual link between customers and technicians

Audi dealers are to fit their technicians with new interactive cameras and two-way microphones to allow customers to watch and question the technicians as they work.

The initiative is being rolled out at all Audi Centre service areas as part of a new 'direct reception' initiative designed to allow customers to view in real time, and communicate with, technicians as they carry out diagnosis and repair work.

Customers can watch work on their car from the Audi Centre reception area with direct audio visual access to the technicians.

They will be free to talk to the technicians directly, and service advisors will also be required to be available to answer any questions.

The aim, says Audi, is to provide "full exposure to the investigative and corrective work undertaken, maximising transparency and instilling even greater confidence not only in the legitimacy of each diagnosis but also the quality of workmanship".

The roll out follows Direct Reception pilot schemes during which feedback was overwhelmingly positive, with all participants polled so far confirming that they would recommend the service to others.

Director of Audi UK Jeremy Hicks said: “Service departments throughout the industry are often accused of baffling customers with science - by offering ours full exposure to the work undertaken on their cars, and the ability to talk through that work with the technician involved, our aim is to demystify the process as fully as possible.

"We want to ensure that everyone who entrusts their Audi to us for servicing and repairs knows exactly where they stand and exactly what to expect.”

As well as offering a straightforward, substantiated prognosis on the condition of every car, Audi Centres can also provide the added reassurance of fixed price maintenance to owners of A3, A4, A6 and TT models that are over 36 months old and powered by engines of up to (and including) 2.0-litres in capacity.

Seven of the tasks carried out most frequently to these cars are covered by a fixed, all-inclusive and highly competitive price that applies nationally.

The tasks include

  • major and minor services (£249 and £99 respectively)
  • clutch replacement (front-wheel-drive £599, quattro £799)
  • front and rear brake pad replacement (£99 front, £99 rear)
  • front and rear pad and disc replacement (£229)
  • front wiper blade replacement (£39)
  • brake fluid change (£49)
  • cambelt replacement (£349).

In addition, buyers of the new Audi A1 can also specify an optional fixed-price service plan which, for a one-off payment of £250 (when the car is programmed to adhere to the long life service regime), will cover the first five years or 50,000 miles (whichever comes first) servicing costs. 

All scheduled servicing, including brake fluid changes, is covered, and any labour and parts (excluding items subject to wear and tear) involved are covered by a two-year Audi warranty.

Audi has also rolled out an online service booking system at www.audi.co.uk.



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