A relationship spanning over 20 years makes penning my recent experience all the more difficult, but also compels me to share the realisation that even the biggest brands, who purport commitment to customer values to be at the heart of their market conduct, feel they can treat consumers as they please and are above reproach. In a nut shell, due to the initial government imposed lockdown, and firms being required to conduct business remotely, I felt confident in making my first large online purchase, especially as the firm in question was Audi, a market leader in the motoring industry. Without the option to view the vehicle, and based solely on the online advertisement and discussions with the branch sales manager, which I took in good faith, my purchase of a new Audi TT was agreed. Following two failed collection attempts, my car was finally delivered only for me to discover that the car was not as originally described. I was aware the car was an ex-demonstration model, having covered 5,000 miles as stated in the advert, however, being reassured my car was placed in storage following the sale; I was more than a little shocked at the 10,700 miles showing on the clock upon delivery. Prompting further investigation, I then found that the car does not have the TechPack, again as advertised and confirmed by the sales manager during our initial conversations. To make matters worse, following my first cleaning of the car a few days later, the lacquer on all 4 of the supposedly brand new wheels came away. Naturally I contacted Audi straight away to report the issues, however, the sales manager refused to return my emails or accept my calls. Eventually managing to find someone to address the issues I was told they are unwilling to retro fit the TechPack as it would not be ‘financially viable’ for them to do so, but they would be willing to offer £300 as compensation for the additional mileage and issue with the wheels. Naturally this offer was declined and quite frankly offensive so an official complaint was raised following Audi’s complaint procedure. Unsurprisingly no response was received until I was forced to refer it to the motoring ombudsman. Audi’s final response was even more insulting, stating that if I don’t like the car as it is then give the car back and I’ll get a refund, with a short paragraph stating if I accept the offer then it has to remain confidential and no details can be shared on social media or with other third parties, hardly the response of someone confident in their business conduct. All I asked for to resolve the issue was for Audi to fulfil their part of the original agreement and retro fit the equipment advertised and either refurbish, or provide new wheels, hardly too much to ask when the purchase was made in good faith. As to the additional miles a gesture of goodwill would have been nice, or even an apology, neither of which were forth coming. Unsurprisingly, due to Audi’s conduct, I have lost all faith in distant selling and making large purchases online, in a time when businesses are required to adapt their approach to the market and encourage consumer confidence in these unprecedented times, I feel Audi have failed at the first hurdle. By voicing my experience I hope others will not have to suffer the same and that businesses will realise they are not above reproach and actually put into practice the values they are so quick to portray. With the motoring ombudsman still investigating the issues, a conclusion is yet to be reached, I can only hope Audi decide to embrace their own core values and do the right thing, demonstrating the actually do ‘treat customers fairly’.