AUDI AUDI Customer Service & Warranty Procedures 2

Question 1

What is the purpose of a 'Concern, Cause, Correction' (3C) format in an Audi repair order?

Accepted Answer

Provides a structured diagnostic record that supports warranty claims and technician accountability

Answer

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?

Accepted Answer

Perform a customer drive-along to help reproduce the condition and document findings

Answer

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?

Accepted Answer

ElsaPro (Electronic Service Information System)

Answer

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?

Accepted Answer

No flexibility — prior authorization required for any excess time

Answer

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?

Accepted Answer

Customer Experience Survey (CES) monitored through Audi Dealer Standards

Answer

Audi monitors Customer Experience Survey scores through its Dealer Standards program, and low scores can affect dealer certification and bonus eligibility.

(AUDI) Audi Certified Mechanic Practice Test

(AUDI) Audi Certified Mechanic Practice Test

AUDI AUDI Customer Service & Warranty Procedures 2