Audi USA President surprises and delights upset customer

We have all heard companies brag about how superior their customer service is. The mantra gets tiresome to hear and most of us just tune it out. Apparently everyone in business has “the best customer service ever!” The reality is that only a few companies know how to truly take care of their customers. The true test is to see what companies do when things go wrong, because it’s inevitable at some point. Every company has cases of upset customer, some more than others. Often times these consumers go online to vent about their experiences.

One such customer was user Datz from the Audizine forums. In a recent post he describes what led up to his frustration.

“I have been waiting for my S4 order to arrive for quite a while now. I ordered on December 9, 2010 and was told 75 to 90 days, even though I ordered Daytona Gray, a custom color. My build date kept getting pushed back, from January to February, to March and finally to May, putting my delivery date at sometime in mid to late July. When I got the news of the May build date/July delivery from my SA, I was not pleased to say the least.”

He then sent off some letters to several key individuals including Johan de Nysschen, the president of Audi USA. In those letter he stated his frustration and encouraged Audi to fix these types of issues if they truly wanted to become the #1 luxury brand. The main cause of the delay was a $2500 custom “Audi Exclusive” paint color. It sounds like he wasn’t even complaining really, just giving constructive criticism.

Much to Datz’s surprise, he soon received a phone call from Audi USA president, Johan de Nysschen offering his personal assistance to help remedy the situation. Shocked and amazed, Datz accepted the offer for his help. Johan de Nysschen personally called the head of production in Germany and had him move the car up the production line, and went even a step further and offered Datz the free use of a loaner 2010 S4! He also explained why the delay was caused and even pointed out some failures that happened at the dealership communication level that helped create Datz’s situation.

I can’t think of a better example of what true customer service is. This makes me proud to be an Audi owner and excited to see that upper management at Audi truly cares enough to get involved at this finite level. With service like this, Audi will continue to move towards its goal as the #1 luxury brand in the world.

Source: Audizine via Quattroholic.com.

21 Responses to “Audi USA President surprises and delights upset customer”


  1. 1 Jet

    I had a similar issue in 2010 when my new A8 did not come with 3G capabilities, even though my SA and Audi UK said it would be upgradable.

    It turned out that it could not even be retrofitted. So Audi UK offered to replace my already 6 month old car with a brand new one .

    The thing is, I was not even complaining a lot and they came back with this tremendous offer.

    Great customer satisfaction from an excellent company.

    Jet

  2. 2 Roger

    You know, these are the Guys that actually show up to the Races and watch live. For every 24 hr of Lemans race, the top exec’s are there supporting the team, Win or lose. The Current Management at Audi are really creating something special @ Audi. Im happy to give them my business.

    Vorsprung Durch Technik ()()()()

  3. 3 Chris

    When I owned my A4, the customer service was second to none. I had the car for 3 wonderful years and with no more than oil changes and tires.
    Unfortunately, I had to move down a notch to a Swedish brand, great car but nothing like the Audi.
    Hope to come back to Audi soon since the economy is smiling a bit more.

  4. 4 lorena

    No sé por qué los comentarios de ese tipo, pero lo que sí es cierto es que lo que más me gusta del Audi S4 es su motor y diseño exclusivo, ya sabes sus llantas de 18 pulgadas son un sueño, además su alerón posterior, los faros bi-xenón, los retrovisores cromados y ni qué decir de los cuatro tubos de escape y la parrilla frontal cromada, es sencillamente woooOOOO… personalmente me parece que evoca una elegancia deportiva como ningún otro… De hecho les voy a dejar un artículo fascinante que encontré, obvio si eres amante a los motores te va a encantar http://mundolujo.portalmundos.com/audi-s4-una-gama-de-lujo/ Abrazos!!!

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