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UNEXPECTED ACTS OF KINDNESS AND PROFESSIONALISM, AUDI UPTOWN, MARKHAM


I am writing this letter in appreciation for exceptional service provided by the staff at Audi uptown in Markham.


As a background, I am a gastroenterologist who has been driving Audis continuously for the past 32 years, as you can verify from your records. My wife who is a hematologist in Toronto has also driven Audis continuously, as well as my son who also drives a QS. I am in the process of picking up an RSQ8 in two week's time. I live and work in Timmins, eight hours north of Toronto.


I emphasize this aspect because despite always receiving exceptional care at the Audi Uptown Markham dealership, the events that transpired on Friday, September 18 need to be clearly documented.


I had contacted Mark Wong, the chief engineer at the dealership earlier regarding multiple problems I was experiencing up North with my current Q8 through the central processing module and also regarding handling issues resulting in drive instability. Despite the fact that Mark Wong was going on vacation on that day, he had prearranged to have all the problems dealt with as soon as I arrived at the dealership, and despite the last minute appointment request.


When I got to the dealership, a new A6 loaner was provided. I was initially informed by junior staff that the service department will not be able to deal with the problems since I came in late on the Friday and staff was skeletal on Saturday. Therefore, I was to drive the A6 loaner to Timmins and drive it back from Timmins the next weekend and pick up the repaired Q8.


When I met with Michael Marcon, he was immediately able to confirm that my new RSQ8 was already en-route from Halifax to the dealership. He consulted with Fred Marmugi, the manager, to have the Q8 checked that day, fix any minor issues and drive it to me himself the next day at the Hilton downtown Hotel so I don't have to drive the loaner all the way back from Timmins the next weekend.


When Fred came down to meet with me at Michael's cubicle, he was amazingly able to diagnose the problems I was experiencing as arising from the interaction between my iPhone 11 left charging too long in the cradle and the use of Apple CarPlay in a few Audis. Correctly, all the problems did begin when I started to do both things. Fred took immediate charge, had Service sand down the brake rotors, check the alignment and do wheel balancing. He even road -tested the car himself.


The car was ready to be picked up the next day.


I am acknowledging the unbelievable help Mark Wong, Fred Marmugi and Michael Marcon gave me that day. Since then, I have had no further problems with the Q8.

It is usual to complain to administration when there is a problem but I believe that it is extremely important to equally acknowledge exceptional help when offered to loyal customers.


I cannot over emphasize the professionalism, prompt response, and help always proffered to me whenever I visit the dealership.


I have written this letter on my own accord without any prompting from staff because I believe in the importance of acknowledging and documenting exceptional good deeds.


Sincerely:

Augustine


To Audi Uptown,


I recently made the decision to buy another Audi and after my experience in 2018 with Michael Marcon it was very simple. When contemplating the purchase both my neighbour, wife, and my 14 year old had said are you going to see Michael?, by the way, I live in Georgetown (west end). I called Michael at home around 8:30PM and said "Michael its Jeff, I am ready to buy a new car". His response, one not so obvious to many, "how is your family"? He had me at hello, I immediately felt I was not just a widget to him!


I talk to a lot of people and I cannot begin to tell you the number of them I have told about my buying experiences. Recently one of my friends was in the market for a new car and out of the blue he called me for the name of my "Audi" guy because he heard my two year old story over the summer. You have an exceptional product which may sell itself, but Michael makes it an experience that people share with others as he is incredibly referable. I am in sales and continue to incorporate Michael's best practices into my routine because quite simply he is BEST IN CLASS.


I am not sure if it is the culture of your dealerships, or the culture Michael has brought to you, but it is exceptional. Some day when I grow up, I may make it Downtown like Boris and May but as long as Michael is around I will be buying from and referring to him.


Best regards.


Jeff.


Hi Scott and Fred,

We wanted to take this opportunity to express my gratitude about a few of your colleagues. We were in the market for a new vehicle as our existing Infiniti lease was coming up for renewal. We went into Audi Uptown to see what our options were as we were also interested in the Allroad. I was greeted by Anastasia, and her non-aggressiveness approach was what allowed me to sit down with her and provide me with a quick overview of what I was looking for.

From our chat, Anastasia provided me with detailed quotes for the Allroad along with some alternative vehicle suggestions based on my requirements. She managed to arrange a few vehicles for me to test drive which allowed me to make our final decision. We must say that this was one of our best car shopping experience ever. Anastasia was very informative and she was answering every question of ours patiently. Nowadays, it commonly is seen that Brand Specialist just don’t do enough of a good job and their only objective is to get money out of your wallet. But, Brand Specialist like Anastasia delivered an incredible customer service and a pleasant experience.

We also wanted to express our gratitude and professionalism that Scott Corbett provided. I've always been very wary of Financial Sales/Service Managers, often with good reason, but Scott redefined the stereotype. We would also like to thank Scott for answering all of our questions honestly, and making the whole process not as painful as it otherwise could have been. That's a pretty ideal situation when it comes to buying a new car, and it's all thanks to your great colleagues.

We just wanted to take this opportunity to share this with you and thank you for your service and your professionalism. We also hope that this information will be shared with your team, but more importantly with Constantine Siomos, Sr. Vice President of Operations and the Dealer Principal, Helen Ching-Kircher. We do apologize if this was sent to the incorrect individuals as we were not too sure who Anastasia Zaychuk or Scott Corbett report to, and we hope that this message reaches the appropriate individuals.

We will be coming to your showroom for the years ahead.

Sincerely,

Joseph L.


I went to another Audi dealer before and didn't like their customer service. I liked the customer service at Audi Uptown. Pravin Rajagopal Provide the excellent customer service which helped in my decision to by the car at Audi Uptown.****

Customer service is very Important to me. I bought the car due to great customer service. ****

- Certified Pre Owned Client