AUDI AUDI Customer Service & Warranty Procedures 2 — Questions and Answers
Question 1: What is the purpose of a 'Concern, Cause, Correction' (3C) format in an Audi repair order?
- Tracks parts inventory
- Provides a structured diagnostic record that supports warranty claims and technician accountability (Correct answer)
- Generates customer invoices automatically
- Schedules future appointments
Correct answer: Provides a structured diagnostic record that supports warranty claims and technician accountability
The 3C format ensures every repair order captures the customer's concern, the root cause found, and the corrective action taken, which is required for warranty claims.
Question 2: When an Audi customer reports a noise concern that cannot be replicated by the technician, what is the best next step?
- Close the repair order as no-fault-found immediately
- Perform a customer drive-along to help reproduce the condition and document findings (Correct answer)
- Replace all suspension components preemptively
- Deny the warranty claim
Correct answer: Perform a customer drive-along to help reproduce the condition and document findings
A customer drive-along to reproduce the noise ensures the technician understands the exact conditions, improving diagnostic accuracy and customer satisfaction.
Question 3: Which Audi program allows certified technicians to access factory-level repair procedures, wiring diagrams, and technical bulletins online?
- Chilton Pro
- ElsaPro (Electronic Service Information System) (Correct answer)
- Mitchell OnDemand
- ALLDATA Repair
Correct answer: ElsaPro (Electronic Service Information System)
ElsaPro is Audi's official electronic service information system providing factory repair procedures, wiring diagrams, and TSBs to certified technicians.
Question 4: What is the maximum labor time flexibility a certified Audi technician can claim above the published warranty flat-rate time without prior authorization?
- 50%
- 25%
- No flexibility — prior authorization required for any excess time (Correct answer)
- 10%
Correct answer: No flexibility — prior authorization required for any excess time
Audi warranty claims must match published flat-rate labor times, and any excess time requires prior authorization from the Audi warranty department.
Question 5: What Audi program is used to track customer satisfaction scores that can affect dealership certification status?
- Net Promoter Score via AudiConnect app
- Customer Experience Survey (CES) monitored through Audi Dealer Standards (Correct answer)
- Google Reviews tracking
- BBB complaint monitoring
Correct answer: Customer Experience Survey (CES) monitored through Audi Dealer Standards
Audi monitors Customer Experience Survey scores through its Dealer Standards program, and low scores can affect dealer certification and bonus eligibility.
Question 6: When performing a pre-delivery inspection (PDI) on a new Audi, what must the technician complete before delivering the vehicle?
- Only a test drive
- Full PDI checklist including fluid levels, tire pressure, VCDS scan, and no-fault confirmation (Correct answer)
- Oil change only
- Exterior wash and polish
Correct answer: Full PDI checklist including fluid levels, tire pressure, VCDS scan, and no-fault confirmation
The PDI requires completing a manufacturer-specified checklist covering all systems, a VCDS fault scan, and confirmation of zero active faults before delivery.
AUDI AUDI Customer Service & Warranty Procedures 2
What is the purpose of a 'Concern, Cause, Correction' (3C) format in an Audi repair order?