Just an inconsequential accessory?

[otherclive]

Audi website says they are no longer building the A5 for sale in U.K., so I suspect the OPs car may well have been the run out version, and due to some error the order for towbar was accepted but not fulfilled.

 

[Van Fisher]

Audi website says they are no longer building the A5 for sale in U.K., so I suspect the OPs car may well have been the run out version, and due to some error the order for towbar was accepted but not fulfilled.

As far as I am aware, that is just the 2 door coupe and the cabrio.

 

[ProfJohnL]

Audi are correct to direct you to the dealer, becasue the CRA follows the contract, and your contract is with the dealer not Audi. It's the dealer that has failed to meet the contract with you. The arrangements between the dealer and AUDI are none of your concern. Even though it appears the manufacturer has not completed the car to your specification, you can only bring an action against the seller who is the dealer and or the finance house if one was involved.

 

[RogerL]

Audi are correct to direct you to the dealer, becasue the CRA follows the contract, and your contract is with the dealer not Audi. It's the dealer that has failed to meet the contract with you. The arrangements between the dealer and AUDI are none of your concern. Even though it appears the manufacturer has not completed the car to your specification, you can only bring an action against the seller who is the dealer and or the finance house if one was involved.

It's not all about legal action under CRA - car makers' customer services have a great deal of power and can support both the customer and the dealer if the problem is at the factory - so don't be so ready to dismiss their value.

 

[Dustydog]

Audi / VAG and Main Audi Dealers have an aversion to negative publicity.
Journalists like Kate Morley of the Daily Telegraph specialise fighting these type of cases. One for a consider if all the other good suggestions fail.
I still believe CRA is your most powerful weapon. Sad as it is to be in this position😢

 

[ProfJohnL]

It's not all about legal action under CRA - car makers' customer services have a great deal of power and can support both the customer and the dealer if the problem is at the factory - so don't be so ready to dismiss their value.

I was not dismissing their value, simply pointing out the way the UK contacts law applies and the fact that Audi as a manufacturer are not cotracurally obliged to the OP.

 

[Buckman]

It's not all about legal action under CRA - car makers' customer services have a great deal of power and can support both the customer and the dealer if the problem is at the factory - so don't be so ready to dismiss their value.

Cannot agree with that entire statement as at times they can also be very obstructive. If they think they are in the right, even if in the eyes of consumers they are wrong, you are up against a brick wall. All they care about is whether the car was manufactured correctly and works within their parameters. In this case, a towbar is not their concern.

They will generally try and push you towards the dealer to resolve the issue. Been through that in the past year on two different occasions.

 

[RogerL]

Cannot agree with that entire statement as at times they can also be very obstructive. If they think they are in the right, even if in the eyes of consumers they are wrong, you are up against a brick wall. All they care about is whether the car was manufactured correctly and works within their parameters. In this case, a towbar is not their concern.

They will generally try and push you towards the dealer to resolve the issue. Been through that in the past year on two different occasions.

I can't speak of Audi UK as I haven't had an Audi - but in the case of Vauxhall UK, Hyundai UK, Volkswagen UK and Lunar UK they've all been very helpful for me and my dealer in resolving issues that my dealer couldn't/wouldn't resolve - all done without resorting to legal action which would have been a last resort, not a first action.

I wonder whether contributors threat of CRA simply puts their dealer into confrontation mode and reduces the chance of a negotiated settlement.

 

[Buckman]

I can't speak of Audi UK as I haven't had an Audi - but in the case of Vauxhall UK, Hyundai UK, Volkswagen UK and Lunar UK they've all been very helpful for me and my dealer in resolving issues that my dealer couldn't/wouldn't resolve - all done without resorting to legal action which would have been a last resort, not a first action.

I wonder whether contributors threat of CRA simply puts their dealer into confrontation mode and reduces the chance of a negotiated settlement.

In our case, Hyundai and Lunar were most unhelpful. However with Lunar CRA did not exist at the time and my knowledge of SOGA was very limited. I gave up on Hyundai UK and resolved the issue with help from the Hyundai FB group! Hyundai UK and the dealer were unable to help as they did not reply and it was a simple inquiry. Best we had was Lexus who went over and beyond to resolve an issue.

Using CRA as an attack weapon is not very wise and one should exhaust all other avenues i.e. polite phone calls, emails etc before resorting to CRA 2015. Unfortunately the problem with polite calls, emails etc sadly some dealers will simply either ignore you or fob you off as they assume you will go away eventually.

 

[otherclive]

Given the value of the car and the lack of progress my approach would be to request a meeting with the MD of the dealership. I would ask for an update for the towbar with timescale. Options for fall backs would be discussed and I would certainly let them
know my willingness to use CRA2015. I would require a timescale for resolution Afterwards I would send a summary of the key points by recorded letter with a reply by date after which I would be pursuing. CRA2015. It could all be conducted in a positive non threatening manner but the aim being to get it resolved one way or another.

 

[Buckman]

Given the value of the car and the lack of progress my approach would be to request a meeting with the MD of the dealership. I would ask for an update for the towbar with timescale. Options for fall backs would be discussed and I would certainly let them
know my willingness to use CRA2015. I would require a timescale for resolution Afterwards I would send a summary of the key points by recorded letter with a reply by date after which I would be pursuing. CRA2015. It could all be conducted in a positive non threatening manner but the aim being to get it resolved one way or another.

Agreed, but the OP needs to prove that they specifically stated that they wanted towbar for towing a trailer? Hopefully the cost is in the contract and included in the price as that is enough proof.

 

[Van Fisher]

Given the value of the car and the lack of progress my approach would be to request a meeting with the MD of the dealership. I would ask for an update for the towbar with timescale. Options for fall backs would be discussed and I would certainly let them
know my willingness to use CRA2015. I would require a timescale for resolution Afterwards I would send a summary of the key points by recorded letter with a reply by date after which I would be pursuing. CRA2015. It could all be conducted in a positive non threatening manner but the aim being to get it resolved one way or another.

My email to the dealer yesterday, was voicing my dissatisfaction with their lack of progress and asking them for their plan to escalate my complaint, with a time scale.
The dealer is a 200 mile round trip for me, so a meeting would have to give a significant likelihood of achieving something before I went there. The dealer is a member of the Stratstone Group, so that is another reason, hopefully, that they wouldn't want bad publicity.

 

[otherclive]

My email to the dealer yesterday, was voicing my dissatisfaction with their lack of progress and asking them for their plan to escalate my complaint, with a time scale.
The dealer is a 200 mile round trip for me, so a meeting would have to give a significant likelihood of achieving something before I went there. The dealer is a member of the Stratstone Group, so that is another reason, hopefully, that they wouldn't want bad publicity.

With that distance I would do likewise. With timelines it should focus their minds. Hope that it moves you to a resolution.

 

[Jcloughie]

Surely this is a case of breach of contract. It seems to me that The OP made a contract with the dealer. The order will show that the specified tow bar is part of that original order. Just one order and one contract. Things changed on the delivery of the car but the dealer then promised that the tow bar would follow. Therefore, the terms were altered slightly by agreement. But the contract still stands.

Of course that contract is with the dealer, not the manufacturer. But if the manufacturer wanted to get involved in order to find a solution. I don’t see a problem. But never allow the terms to be detrimentally altered. However, it seems that in this case, Audi are not interested.

I find with these things it is always best to keep things simple. It is just black and white. The goods have not been supplied as agreed.

I feel that that would be the approach taken by Which (or other legal) advisors.

I learnt a lesson many years ago (before insurance companies got their act together). When my car was hit on the near side. I entered into long and protracted arguments with the drivers husband. Eventually I went to a solicitor, he said, she came through a give way sign. Therefore end of story. Keep it simple.

John

 

[GaryB]

OK, just a few comments from an Audi owner who went through a similar situation. My car is an A6, registered in July 2024. I purchased it as an ex-demonstrator from Audi in October 2024 and asked about a tow bar, wanting the Audi retractable system with full Audi coding etc.

I was told by the salesman that Audi tow bars (made by Westfalia I think) were on ridiculous lead times (several months) and advised I'd be better off sourcing one myself. I ordered a Tow-Trust removable tow bar with their own dedicated full wiring harness. HOWEVER, Tow Trust explained the problem with 2024/2025 Audi models (and other VAG models from memory) whereby they cannot be coded by anyone, not even Audi dealers (confirmed by Audi), something to do with not authorising anyone to "mess with" the cars software (this is a well known issue for 24/early 25 VAG vehicles).

The Tow Trust wiring allows full functions to the trailer/caravan via a 13 pin socket but it does not allow any of the cars towing software (stability control, bulb failure etc) to be used.

Irritating, but I don't let it spoil what is ultimately a fantastic car both solo and towing.

 

[ProfJohnL]

If your unfortunate enough to need to interact with a seller becasue the goods or services they have provided have fallen short in some way, I have found it has often helped to simply let the seller know that I am conversant with the CRA and that sends the message that this customer should not be messed with.

I am confident that on at least three occasions this tactic has paid off as in at least one case I knew someone else who had needed to return a faulty item and he had been messed around, but when I took my item back, he started to try and play me by saying he agreed it was faulty but he'd have to get approval from the manufacture before refunding me, when I told him that wasn't what the CRA advised, he changed his tune.

There are still too many retailers who know about the CRA, but who hope their customers don't know about it, and thus they try to evade (not avoid) their legal obligations by telling pork pies.

 

[Dustydog]

It is now 4 months since delivery of the S5 minus the towbar. The “incomplete car” was discussed at the point of collection.
I think it is reasonable to say the OP has tried all the courteous polite routes for resolution to no avail.

The OP said”all for a shiny new Audi, with a pop up tow bar”. I think that confirms his order included the Audi oem tow bar per the sales literature and written agreement with the Dealer.
It is a material fact the vehicle supplied was not that ordered. As everything was oem I suggest missing the towbar is no different to missing a door or wheel 😉.

CRA 2015 and Which? Legal imo is now the way to go. Remove the velvet glove and bare the iron fist.

I wouldn’t be too dismissive of Audi just yet, granted they haven’t helped much yet.
I agree with Roger about manufacturers. In fact as you all know Kia were exemplary with my wife’s 9 year old , from new , C’eed.

If Clive is correct the S5 has been discontinued, not sure when, did Audi knowingly incorrectly supply an incomplete S5 to their Dealer?

Do Audi fully understand?

Four months on ,go the CRA route but give Audi top management U.K. and Germany team both barrels.

 

[otherclive]

It is now 4 months since delivery of the S5 minus the towbar. The “incomplete car” was discussed at the point of collection.
I think it is reasonable to say the OP has tried all the courteous polite routes for resolution to no avail.

The OP said”all for a shiny new Audi, with a pop up tow bar”. I think that confirms his order included the Audi oem tow bar per the sales literature and written agreement with the Dealer.
It is a material fact the vehicle supplied was not that ordered. As everything was oem I suggest missing the towbar is no different to missing a door or wheel 😉.

CRA 2015 and Which? Legal imo is now the way to go. Remove the velvet glove and bare the iron fist.

I wouldn’t be too dismissive of Audi just yet, granted they haven’t helped much yet.
I agree with Roger about manufacturers. In fact as you all know Kia were exemplary with my wife’s 9 year old , from new , C’eed.

If Clive is correct the S5 has been discontinued, not sure when, did Audi knowingly incorrectly supply an incomplete S5 to their Dealer?

Do Audi fully understand?

Four months on ,go the CRA route but give Audi top management U.K. and Germany team both barrels.

What I read about A5 being discontinued came from an older website, the OP has pointed out that only some models were dis for UK sales and hi is not one of them.