AUDI AUDI Customer Service & Warranty Procedures 3

Question 1

If a customer's Audi requires a software update to fix a known issue, how should this be handled under warranty?

Accepted Answer

Apply the update at no charge as a warranty or campaign repair using ODIS

Answer

Charge the customer for programming time

Answer

Direct the customer to an independent shop

Answer

Wait for the customer to report a failure first

Question 2

What is the role of the Audi Technical Assistance Center (TAC) for certified technicians in the US?

Accepted Answer

Provides factory-level technical support and diagnostic guidance for complex repairs

Answer

Handles customer billing disputes

Answer

Manages parts ordering exclusively

Answer

Schedules customer appointments remotely

Question 3

Under Audi's policy, what must be done with a vehicle that has an open recall before it is returned to the customer after service?

Accepted Answer

Complete all open recall campaigns or obtain customer authorization and document accordingly

Answer

Notify the customer but no action required

Answer

Ignore recalls unrelated to the current repair

Answer

Charge the customer for recall labor

Question 4

What should a certified Audi technician do when encountering a failure mode not covered by any existing Technical Service Bulletin (TSB)?

Accepted Answer

Document findings thoroughly and submit a Product Quality Feedback (PQF) report to Audi

Answer

Guess at the repair and charge accordingly

Answer

Refuse the repair

Answer

Only notify the customer without repairing

Question 5

What is the purpose of Audi's 'goodwill' warranty adjustment for vehicles outside the standard coverage period?

Accepted Answer

Allows Audi to partially or fully cover repair costs as a customer retention gesture

Answer

Provides free accessories to loyal customers

Answer

Extends the factory warranty automatically

Answer

Covers accident damage

Question 6

When a customer declines a recommended safety-related repair outside of warranty coverage on their Audi, what must the service advisor do?

Accepted Answer

Document the declined repair in writing with the customer's signature and note the safety concern

Answer

Perform the repair anyway

Answer

Void the vehicle's registration

Answer

Contact the customer's insurance company