This week I went to Porsche Nashua to order a car. The have the same owner as Audi Nashua and share the same physical lot. I parked my Mercedes in parking area between both buildings, spent 2 hours with Porsche. The next day when I went to leave my house I was shocked to see my rear license plate was missing...and so was my front one. I was very concerned-- I could have been stopped by police the previous day, my car impounded, issued a ticket, etc. The only thing I thought could be the source is Audi Nashua as I was with the Porsche folks and went no where else. When I called Audi Nashua, I was agitated but very clear about the situation and that I need their help in figuring out what happened. This is the inflection point -- where a true customer service organization shows itself --- or not. Nothing I said was heard by her. She continually kept telling me my car was in the Audi system so I had to have had it serviced there. Instead of taking the info, elevating it, getting back to me with a status, she played the gatekeeper & insisted she could handle. I was now yelling but apologized. What transpired then was hours of no action & response on their part. I was stranded at my house, had to cancel critical appointments. No sense of urgency, action or responsiveness from Audi but a lot of empty, gee I am sorrys. When I tried to call repeatedly, she would not pick up. When I used my friend's phone, she picked up but I was told no manager was there. I called Nashua Police who spoke with the Audi manager -- who WAS there - & they said they would call me. It turned out an Audi sales guy had taken my plates thinking it was a trade in. Mistakes can happen but this was about unresponsive and unprofessional behavior by people representing a luxury dealership. A Porsche salesman who lives near me ended up returning the plates. Sadly I got my plates only because I called the police & it was "convenient" for someone to bring me the plates.
If you want a different (in the best of ways) type of car experience go to any of the Lyon-Waugh Auto Group dealerships. These folks treat there staff like family and naturally that comes through to customers like myself who inturn feel like family. Great experience!
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