I’m writing to raise a formal complaint and request a satisfactory level of support following a recent visit to Audi Guildford.I have a 2025 Audi Q6 Sportback with a plethora of issues.1) Multiple system warning errors - lane assist, high beam assist, emergency assist, traffic sign recognition all unavailable intermittently2) Digital key does not work at all3) Car intermittently loses all sound (no radio or audio via Apple Car Play)4) Finally the worst issue, an insufferable ‘humming’ noise from the car above 50mphI visited Audi Guildford on 16th December, in which all of the above issues were dismissed with ‘no appropriate fix available.’This vehicle is brand new, only 1300 miles on the clock, I find both the quality of this £80,000 vehicle, and the support from Audi Guildford absolutely unacceptable.I have colleagues & friends with the vehicle who share the same views, however they have at least had an acceptable level of support from their respective dealerships.From speaking to other Q6 owners, I am aware of TPI’s available to rectify the humming noise. I have the TPI documentation myself, and don’t believe any noise tests were carried out as per my complaint. I know multiple software updates are available, however was told these are not applicable to my vehicle. Whether they are applicable or not, sending a customer on his way with these outstanding issues with no form of resolution, and to basically live with it is absolutely unacceptable. On arrival, I went out with a technician who acknowledged the humming noise at high speeds, and how loud they were on nearly all road surfaces. I can also confirm these road noises were not apparent while test driving the vehicle earlier in the year.As you can imagine, I’m extremely frustrated, and feel incredibly let down my such a reputable brand.I’m seeking your support and resolution to the above issues in a timely manner, as an alternative to pursuing rejection of the vehicle.

very good service dan was great all went well

Easy and quick communication.

Dan who helped use go through finances was amazing and also just everyone treated use with respect. We went for a test drive and Dan was just amazing with seeing how it was and also taking his time to talk through everything.

Naeem was excellent. Friendly, helpful and professional throughout but he was let down by his manager who could have done more to enhance the offer.

Attentive staff.

We recently bought an Audi from Basingstoke Audi and had a great experience from start to finish thanks to Matthew. He was incredibly helpful throughout the whole process and made everything feel easy and stress-free.We went through the finance option and Matthew kept us fully informed at every stage, explaining everything clearly and keeping us updated along the way. He was always approachable, professional, and quick to respond to any questions we had.Really appreciated the level of care and attention he gave us — it made the whole experience enjoyable. Would highly recommend Matthew to anyone looking to buy a car from Basingstoke Audi.

On 20th September 2025, you sold me an “All-in Plan” which included 2 services. As a long standing customer who had had a full service plan with yourselves from initial purchase of my car, I naturally understood that all of the cars service requirements in the next 2 years would be covered, because that had always been the case. Your email dated 5th December 2025 now suggests that I need the brake fluid changed, which is quote “important to be changed regularly”, and having spoken to your call centre, I have been told that the brake fluid is not covered by my Plan? At best this is a sharp practice on your part, and at worst it is mis-selling. My complaint is: 1.You sell the Plan as “All-in” when it is clearly nothing of the sort. How is that not misleading? 2. At no point did you explain that there would be important service requirements excluded from this service plan. As you record your calls, please check them. 3. You had my car in full a service only 5 weeks ago, and no mention was made of the brake fluid issue? To add insult to injury, Greg Hewlett wrote to me barely one month after I had signed up to this new plan [22nd October 2025] to offer me the same plan £150 cheaper!!

On 20th September 2025, you sold me an “All-in Plan” which included 2 services.As a long standing customer who had had a full service plan with yourselves from initial purchase of my car, I naturally understood that all of the cars service requirements in the next 2 years would be covered, because that had always been the case.Your email dated 5th December 2025 now suggests that I need the brake fluid changed, which is quote “important to be changed regularly”, and having spoken to your call centre, I have been told that the brake fluid is not covered by my Plan?At best this is a sharp practice on your part, and at worst it is mis-selling. My complaint is:1.You sell the Plan as “All-in” when it is clearly nothing of the sort. How is that not misleading?2. At no point did you explain that there would be important service requirements excluded from this service plan. As you record your calls, please check them.3. You had my car in full a service only 5 weeks ago, and no mention was made of the brake fluid issue?To add insult to injury, Greg Hewlett wrote to me barely one month after I had signed up to this new plan [22nd October 2025] to offer me the same plan £150 cheaper!!

Very helpful staff, especially David Taylor who did try to source me a car and did follow up calls