Used Group 1 Lowestoft for my last 24-month contract service. Normally, the interaction with the service team has been used to be quite informative regarding what needs to be done and which jobs have been identified by the service.Sadly, as expected, and it's been occurring over time, the customer focus lacks any visible enthusiasm. In my opinion, the business model of Group1 does no justice to the Audi company or its customers in general. On my previous visit, and asked to complete the survey, and my response was not very positive regarding the vehicle condition when I picked it up. My comments were not welcomed after receiving a phone call and an email.So this time I was expecting and received a lack of customer care by the person who normally deals with my vehicle, on arrival and after the vehicle had been serviced. Others made excuses for why this person could not do face to face. When picking the keys up, an employee made the excuses, failed to go through the paperwork with me, e.g. action items found which has happened for the last 10 years and also which made me smile, did not ask me if I wished to renew the 24 month service contract. Now that's good business for Audi?If the Group1 culture is to think that criticism is not welcome, and from this they do not care about long term customers and future business, so be it. What they have to remember is that there are plenty of other dealerships, vehicle manufacturers out there, and that customers' money is king.So that's what I will be doing in the future, handing over my money to someone who appreciates my business.
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Group 1 Automotive is an international automotive retailer group, with over 114 stores and 20 brands represented across the UK.
Customer service is our number one priority, and our highly skilled teams are dedicated to providing our customers with excellent service at all times. If you are looking for a brand new or used car or van, we are here to make your purchase and ownership journey enjoyable and convenient. Our Aftersales care ensures complete peace of mind, with approved servicing, repairs and body work carried out by our expert team of technicians using only genuine parts.
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