Sytner Group - Derby Audi Omdömen 

My experience with Audi Derby has been appalling, and it has seriously damaged my confidence in the Audi brand. This is my third Audi and after this I’m seriously debating whether I will continue to purchase them.

I own a 2019 Audi Q5 S line with approximately 55,000 miles on the clock. When the entire audio system suddenly stopped working, I sought professional assistance to identify and resolve the fault.

Audi Derby diagnosed a failure of the 5F infotainment control unit and quoted me approximately £6,500 to replace it. Given the cost involved, I explored having the existing unit repaired instead. Despite Derby’s position that they did not recommend repair, I proceeded down this route.

The unit has now been successfully repaired, and the audio system is working again. This confirms that repair was a viable solution, rather than automatically accepting a £6,500 replacement bill.

However, the situation has taken another frustrating turn. When Derby switched the control units over during their investigation, my original unit was not coded back into the vehicle. As a result, I have incurred a further £192 charge to have the coding corrected.

I have complained to Audi UK Head Office and asked Derby to reimburse this cost. Derby have refused, arguing that I should instead have had the unit replaced at the quoted cost of £6,500 and that they do not recommend repairs.

I find this response completely unacceptable. Their preference for replacement over repair does not explain why I should be left out of pocket for additional work required to get my vehicle functioning correctly following their involvement. I sought a solution to a fault, not an unnecessarily expensive parts replacement, and I do not believe I should be penalised financially for choosing a repair that has ultimately worked.

The communication throughout this experience has also been extremely poor. After the investigation, I had to ask three separate times to establish what had actually been done to my vehicle. Having to repeatedly chase a dealership for basic information about work carried out on your own car is simply not good enough.

I understand that vehicles develop faults and that dealerships have diagnostic procedures to follow. My complaint is not that a fault occurred. It is the lack of clear communication, the approach to resolving the problem, and the refusal to take responsibility for the additional cost I have incurred.

I have now spent considerable time and money dealing with an issue that has finally been resolved through repair, only to be told that I should have paid £6,500 instead and that the dealership will not reimburse the £192 coding charge.

This is not the level of service I would expect from a premium manufacturer or its authorised dealership. I expected transparency, professionalism and a reasonable approach to resolving a customer complaint. Instead, I have had to repeatedly chase information and escalate matters to Head Office just to try to obtain a fair outcome.

The unit is repaired, the sound system works, and I am still £192 out of pocket because of a situation that arose during the dealership’s involvement. Audi Derby’s refusal to address this fairly is, in my opinion, the most disappointing part of the entire experience.

I would strongly encourage anyone considering using Audi Derby to think carefully about the level of communication and aftersales support they may receive when something goes wrong. A premium badge should come with premium customer service, and my experience has fallen a long way short of that standard.

Excellent service from Derby Audi. The sales team Jack , Ethan & Alex were professional, transparent, and extremely helpful throughout my purchase. Every step was handled efficiently, and the car was prepared to a superb standard. A premium experience that reflects the Audi brand perfectly. Highly recommended.

Excellent attention to detail with communication.

Really quick at getting our car in the garage safe and supplying us with a hire car at no extra cost .
Gareth was fantastic with us , great communication even when he was away he kept us up to date

Best of all , car looks brand new

The team that greeted me in the morning were fantastic. I was very impressed with their efficiency and the polite and professional service.

The curtesy car service however, was lacking. It wasn’t the cleanest car and it was running on vapours. The first thing I had to do after departing the garage was find a petrol station!

The service provided by the service department was excellent. They kept me informed of progress throughout the day.

Andy Lee was very professional and straightforward. He made us feel
So welcome and made the whole thing a pleasure. The lead up to the collection day was also quick and easy. Would deal with Audi Derby again.

Easy to talk with a person about the car, answering all my questions before the test drive. Vehicle as described no issues. Support provided in the financing options, and for the paperwork to ensure the car was legal to drive away.

My wife's audi was taken to this dealership, water ingress in boot area causing the number plate light and locking mechanism to fail, it was repaired and my wife was told that the work was warrantied for 2 years. Not even 1 year later the part failed again, car was taken in we mentioned it was under warranty for the work done earlier, week went past with no communication at all, my wife had to chase it, to then be told that the bill was £400. When we mentioned that we were told the work was covered, they mentioned that it was water ingress so was not, but that was the issue the first time which we reminded them of. The lady I spoke to said she would look into it, an amount of time went by where they cooked up the story of the water coming in from a different place so was not covered. We were that fed up by this stage that my wife paid the bill and told them that she would never use audi again.
Absolutely shocking customer service, all they are bothered about is when you are spending money, if you are not, the customer service is dire.
Do not take your car to this dealership for a repair, they will tell you the repair is under warranty then later down the line make up a story why it is not.

Mmm.... received the below email yesterday was told to get in touch with the person below, had my hopes up that they would listen, he asked me to give my number and a time to call me today. I did exactly that.
NO CALL.

Is the reply just a front for the Trustpilot reviews???

Very poor customer service: I took my car in on a self-recovery basis knowing that it wouldn't be looked at straightaway. However, one week on I had heard nothing. No communication whatsoever. When I enquired if there was an update via WhatsApp, (which is the way they appear to want to 'liaise' with customers), I was told the advisor was on leave, via WhatsApp! It would therefore appear that customers are not looked after when your point of contact is on holiday. Other requests for updates via WhatsApp were not acknowledged,
i.e. thank you for getting in touch, someone will contact you shortly. This is only part of the story, but my conclusion based on this visit, is that I have no intention of using this dealership again.

Very disappointed with this purchase. I bought a nearly new Audi a6 c9 only to discover that it had been poorly repainted 2 panels . This was not disclosed to me before the sale.
I feel completely misled and would never have bought the car had I known about the poor-quality paintwork. I would not recommend this seller. I have to resolve problem with Audi UK

James was excellent from start to finish
Couldn’t have made things easier

All the way through it was an amazing experience! Colin was amazing and provided all the support needed throughout. Thank you so much i love my new car x

I quoted 4 dealers across the UK to order this car

Ethan replied instantly, offered me the most incredible deal, built trust with me instantly to where we ended up purchasing,

They have the perfect balance at Derby Audi where it’s old fashioned customer service where you feel valued and not just a counter sale

Perfect couldn’t recommend the team enough

Ethan was very pleasant and welcoming all the way through the sale and the collection of the car. Kept me the loop all the way.

Very helpful staff. They brought the car to me when I didn’t have time to get there and even gave me a lift to pick it up.

Great experience. Shaun the service manager went above and beyond from the moment he took over from a very complex problem I had. Thanks for all your hard work and understanding. Luke

Extremely disappointing experience with Audi Derby.

I bought a £70,000 Approved Used RSQ8 as my first performance car. Unfortunately, the car developed a coolant issue and an inspection I paid for at another Audi dealership identified diagnostic faults relating to the turbocharger system.
What followed, in my experience, was spending ages chasing, emails going unanswered and vague communication. Throughout the limited communication I have received, I have remained polite and reasonable and have simply tried to get the situation resolved.
I have now received a partial refund. Part of my refund has been withheld for damage which I dispute responsibility for. My understanding is that the damage was identified after the car had left my possession following a recovery arranged by Audi. I have been told to pursue the matter with the AA myself, despite Audi having arranged the recovery.
I have made a formal complaint, which I have been told has been seen by both Kevin Taylor, Operations Manager, and Matt Lane, Head of Business. However, at the time of writing, I have still not been contacted by anyone to discuss my complaint or how they intend to resolve it.
The one positive was Henry Ward, who was excellent during the original purchase.
I have since bought another Audi from a different Sytner dealership. When I explained my experience, the reaction from staff there was one of apparent disbelief.
For what should have been a special first performance-car purchase, the experience has been hugely disappointing.
This matter remains unresolved at the time of writing. I will update this review to reflect the outcome if Audi Derby resolves it promptly and fairly.
If you like being hung out to dry when something goes wrong, then buy from Audi Derby.

Although my software update had taken longer than planned, regular updates had been provided by Jessica and the loan car helped with work commutes and hospital visits. Nothing appeared to be to much trouble for Jessica and her friendly approach makes the whole experience a lot more pleasurable.

Purchased a new car from Audi Derby. All the staff are really friendly and helpful. Bayley and Paul who sold me my car were great! Great selection of cars available and to test drive. All options can be explored and payment plans.