Ben was extremely knowledgeable and helpful

Dropped my car at Farnborugh Audi for watercoolant pump repair replacement. Car registration is VK17KPZ. They dont finish the work and kept refering "the next day" and now they still cant finish and said they had to rebook me in.Timeline26th September: customer called to report engine light and was asked to come in for a check before 4:30pm. Upon arrival, the service advisor did not know I was asked to come in. She blamed "Newcastle call centre" for inviting me in and said I shouldnt have as "they are very busy". Eventually, found out it was one of her colleague who asked me to come in. Booked me for the work to be done on 1st October.1st October: Cant finish the work becasue theres no spare parts.2nd October: Cant finish the work. No reason given. Promised it would be finished the next day by noon.3rd October: Texted me to say they cant finish the work. No reason given. Asked me to come and collect the car and rebook. I replied I can be coming back and forth again. The service advisor replied it would be done by 7th October Tuesday. The reason being "due to labour time".This isnt the first time. I am a regular customer. You can check the record. Ironically, as when I was in the garage on the 1st October, I bought another Q5 2025 reg for £53k (Reg: RJ25ONO) and collection for it is tomorrow.You have got to increase capacity in the aftersales and/or make the team manage the time effectively. If there are technicians not delivering, they need to be replaced, as you are not charging cheap either.ThanksSai

Having enjoyed owning and driving an Estate Q3, we decided it was time for an update.Unfortunately our local Audi dealership did not have a big stock of the estate version available, so we looked on the Audi national site and found that Lookers Farnborough had a good stock.We spoke to Mohammed Uzair and emailed on the 11th August to express an interest in a black edition ex- demo vehicle in stock at Farnborough. The following day we noticed on the Lookers website that there was an identical vehicle, but with a few extras (parking camera & heated seats). This vehicle was in Newcastle, which we told would not be a problem, and agreed that we would pay the £304 delivery.On the 14th of August we paid a £250 deposit and visited Farnborough on the 16th to complete all the paperwork. We were told that the vehicle would be picked up from Newcastle and delivered the following week (in fact we were working out the best day that week to collect the car).We heard nothing until we emailed on the 21st to be told that they haven’t received a delivery date as yet. The following day we received an email to advise the vehicle was still in Newcastle and was awaiting vehicle prep before they transported it.I called early the next week, to find out that our salesman was on holiday and Georgia Sayles would arrange for a special delivery that week, the vehicle eventually arrived on the Thursday 28th (2 weeks after paying our deposit).The vehicle was eventually handed over on the 31st only for us to be to told that there was only one key and that they would contact Newcastle for the 2nd key.We heard nothing regarding the key so had to make another call on 4th or 5th September, only to be told by Nick Brown that Newcastle could not find the key and it was probably in a bag mixed up with other keys. Why did it take a week for this information to be provided? Farnborough took delivery of the car on 28 August - surely someone should have been in touch with Newcastle that same day (I cannot believe there was no check made when the vehicle was received). We were left for 3.5 weeks with only 1 key though the vehicle was to be used by two of us and we were constantly swapping keys and felt very vulnerable in case anything happened to that one and only key.We agreed that Lookers would order a new key (which took over a week to arrive), pick up the car to code the new key, and return it. The car was returned the next day with the second key, but when we used it a warning light came on saying Replace Battery. This was a brand new key!! Didn’t anybody check before handing the car back to us? On 24 Sept Ian Potts said he would send replacement key batteries. To date they have still not arrived and we have been told they have been resent ….We were also told the car would be valeted before its return and this was also not done.Throughout this process it has been us chasing Farnborough and not them being proactive and keeping us in the loop. This should have been the easiest sale you have made all year - we did all the research and found the vehicle, all you had to do was get it from A to B. We have spent a great deal of time both on the phone and in extensive email trails trying to sort out delivery and this has ruined what should have been a lovely experience getting our new vehicle.

Brad was very personable. Set me up with a test drive even though I had not made an appointment

helpful friendly

Ben was polite and courteous, I was taking a car for a test drive and as I didn’t know the area Ben actually came with me.

Brad was very helpful - great customer service.

My husband and myself were welcomed in store. Very friendly and relaxed atmosphere. We were offered a drink of water as it was a hot day.

Allowed me to take out all of the vehicles I needed to test.

Great showroom, easy to arrange a test drive. Friendly staff.