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Audicam?

  • 08-07-2010 8:50am
    #1
    Closed Accounts Posts: 12,035 ✭✭✭✭


    Audi UK are rolling out Audicam across their UK network:
    It's hard to believe that Audi's mechanics will welcome this particular initiative with open arms, but they're being wired up to special cameras, giving customers a close-up as they service their cars.

    In a move aimed at boosting what the firm calls its "transparency" and to provide "full exposure", the technicians will wear head-mounted cameras - Audicams - that will beam pictures and sound direct to the relative comfort of the firm's customer reception areas.

    As the mechanics will also be equipped with two-way audio links, customers will be able to quiz them directly, presumably asking them what they're doing, why - and how much it will now cost. Service advisors will also be on hand to answer any questions that arise.

    According to the German car firm the new "Direct Reception" venture will let customers become more closely involved in work carried out on their cars, and the approach is being rolled out across the Audi Centre network. Audi says that customer feedback has been "overwhelmingly positive" with all participants polled so far, confirming that they would recommend the service to others - but presumably not those too busy to sit in a waiting area while the oil is changed.

    "Service departments throughout the industry are often accused of baffling customers with science - by offering ours full exposure to the work undertaken on their cars, and the ability to talk through that work with the technician involved, our aim is to demystify the process as fully as possible," said Director of Audi UK, Jeremy Hicks. "We want to ensure that everyone who entrusts their Audi to us for servicing and repairs knows exactly where they stand and exactly what to expect."

    Audi is also now offering fixed price maintenance to owners of A3, A4, A6 and TT models that are over 36 months old and powered by engines up to and including 2.0-litres. A1 buyers can also specify an optional fixed price service plan.

    Linky


    I'm a big fan of transparency, I know a lot of people here don't trust their mechanics/dealers and this may go some way towards rebuilding some trust, but I've a feeling it's one of these things that works a lot better when being discussed in the boardroom with the Aftersales Director (you know the guy, he used to be on the spanners years ago, but he left the workshop and did a masters in business in the evening before getting fast-tracked through the corporate office) than it will in real life when Micko the apprentice needs to be asked for the millionth time to try not to use the F word while talking to the female customers (seriously Micko, "it's f*cked" is not a legitimate diagnosis).

    Any thoughts?


Comments

  • Registered Users, Registered Users 2 Posts: 21,263 ✭✭✭✭Eoin


    The reason I don't go to a main dealer for servicing is not because I think they invent work to pad out the invoice, it's just because their hourly labour rate is far too high. I'd rather pay to have my car serviced by someone with a good bit of experience, instead of paying an apprentice a few quid an hour and the rent on a big chrome and glass showroom.


  • Closed Accounts Posts: 2,817 ✭✭✭Stevie Dakota


    Fantastic idea for the customer, lead balloon for the mechanic. Still would prefer to see cheaper servicing from Audi rather money being spent on this gimmick though.


  • Registered Users, Registered Users 2 Posts: 8,718 ✭✭✭Matt Simis


    VW (dont know about Audi) in the US let the more tech savvy customers back to the workshop area to talk to their mechanics as they work on their car. A better and simpler approach to the same problem, with the benefit of the human connection.
    eoin wrote: »
    The reason I don't go to a main dealer for servicing is not because I think they invent work to pad out the invoice, it's just because their hourly labour rate is far too high. I'd rather pay to have my car serviced by someone with a good bit of experience, instead of paying an apprentice a few quid an hour and the rent on a big chrome and glass showroom.
    The reason I dont go to any main dealer is high labour rates and the fact they virtually never have seen any of the model cars Ive had, ever.
    Alfa 2.4JTD, Beetle 2.3, Phaeton, Audi S4 b5, 8 series etc etc.
    They might be decent on runabouts, but bring anything unusual and they lie to cover up their ignorance. Case in point, on the V5 Beetle they gave me the invoice and listed Timing Belt replaced. I asked them are they sure.. the "Service Manager" said yes... I said thats odd cos this car has a Chain, not a belt. He went off and checked and confirmed they didnt touch it. Ignorance or fraud?


  • Registered Users, Registered Users 2 Posts: 13,237 ✭✭✭✭djimi


    I cant think of a single mechanic, or anyone else in a similar type of industry for that matter, who would stand for having customers looking over their shoulder constantly questioning their every move while they work. The camera is one thing, but the two way radio is crossing a line. I can picture it now; people who havent a clue about cars questioning every little thing they are doing, paranoid that its going to cost them more money...


  • Registered Users, Registered Users 2 Posts: 23,694 ✭✭✭✭L-M


    All sounds a bit 1984 to me, wouldn't be too keen on it, I'd only see it as a pointless waste of money.

    Not a whole pile of customers want to stay around while the car is being serviced anyway!

    What they should be doing is asking people who don't use main dealers would they now use them if this system was in place, I imagine the answer would still be no...


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  • Closed Accounts Posts: 2,487 ✭✭✭alexmcred


    A service inclusive package might go a long way in getting people back for servicing etc


  • Registered Users, Registered Users 2 Posts: 9,208 ✭✭✭keithclancy


    Matt Simis wrote: »
    VW (dont know about Audi) in the US let the more tech savvy customers back to the workshop area to talk to their mechanics as they work on their car. A better and simpler approach to the same problem, with the benefit of the human connection.

    Would never happen in Ireland ... you'd have every Tom, Dick and Harry suing for tripping over a spanner.


  • Registered Users, Registered Users 2 Posts: 23,688 ✭✭✭✭mickdw


    Is this a wind up? I could believe one distant camera beamed into reception area without audio but head cams & 2 way audio, it has to be a joke.


  • Registered Users, Registered Users 2 Posts: 8,718 ✭✭✭Matt Simis


    Would never happen in Ireland ... you'd have every Tom, Dick and Harry suing for tripping over a spanner.

    Surely the US is more sue happy than here?


  • Closed Accounts Posts: 2,487 ✭✭✭alexmcred


    Per capita Ireland have a higher ratio although piab has helped to bring costs down a lot. Big prob in this country is that when you do bring a case against a company their insurance company usually end up paying all the legal fees even if they loose the case

    Also judges don't help being totally unpredictable in how they will decide a case


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  • Registered Users, Registered Users 2 Posts: 81,220 ✭✭✭✭biko


    I would do it with a camera but not with the customer nagging me in the earpiece while I work. Especially if it's one of those "know it all" guys.


  • Registered Users, Registered Users 2 Posts: 8,718 ✭✭✭Matt Simis


    biko wrote: »
    I would do it with a camera but not with the customer nagging me in the earpiece while I work. Especially if it's one of those "know it all" guys.
    Without the earpiece to explain what you are doing, the camera feed would only incriminate the mechanic, as he would be seen doing something "incorrect" but with no way of the customer advising him or at least agreeing to the course of action.


  • Registered Users, Registered Users 2 Posts: 81,220 ✭✭✭✭biko


    Aye, but there's a reason there's a waiting area - so that the customers won't be pulling the mechanics' skirts all the time.


  • Registered Users, Registered Users 2 Posts: 3,648 ✭✭✭knifey_spoonie


    Id love to see a customers face, as a mechanic was tring to get a seized wheel off a hub, first a gentle smack, then the rubber hammer, then the lump hammer and finally a sledge.


  • Registered Users, Registered Users 2 Posts: 1,704 ✭✭✭Mr.David


    Audi need to employ a load of hot chicks to service the cars.......Audicam would be superb then :P


  • Registered Users, Registered Users 2 Posts: 5,473 ✭✭✭robtri


    sounds like the worse idea i have heard in a long while..

    Mechanics will be interupted constantly as they work, so servicing will take longer and cost the customer more as they cahrge top dollar per hour.

    Dont see it as a benifit to the customer, most customer wouldnt have a clue what they are looking at anyway, so whats the point


  • Moderators, Society & Culture Moderators Posts: 9,689 Mod ✭✭✭✭stevenmu


    It's not quite the same thing but:
    I've worked in IT for years, and doing tech support and helpdesk work for some of that. Often when I'd be doing something quite technical, a customer would ask me to explain what I'm doing. I'm generally quite happy to do so, some customers just want to see that you know what you're talking about, others have a genuine interest and want to understand and learn, many quickly realise they shouldn't have asked in the first place and just nod. But every now and then one thinks he/she knows better and won't let you get anything else done while they argue their point. The fact that they have a professional doing the task for them in the first place doesn't seem to deter them from the fact that they know all, and could not possibly be wrong, even when it's demonstrated clearly that they are.

    Everyone who works in IT has this experience regularly, and I suspect that soon we can add Audi mechanics to the group.


  • Registered Users, Registered Users 2 Posts: 13,237 ✭✭✭✭djimi


    stevenmu wrote: »
    It's not quite the same thing but:
    I've worked in IT for years, and doing tech support and helpdesk work for some of that. Often when I'd be doing something quite technical, a customer would ask me to explain what I'm doing. I'm generally quite happy to do so, some customers just want to see that you know what you're talking about, others have a genuine interest and want to understand and learn, many quickly realise they shouldn't have asked in the first place and just nod. But every now and then one thinks he/she knows better and won't let you get anything else done while they argue their point. The fact that they have a professional doing the task for them in the first place doesn't seem to deter them from the fact that they know all, and could not possibly be wrong, even when it's demonstrated clearly that they are.

    Everyone who works in IT has this experience regularly, and I suspect that soon we can add Audi mechanics to the group.

    I know what you mean about IT, and Ive never had a problem asking people to back off while I work. I dont mind someone chatting away to me, and Im quite happy to explain the basics of what Im doing, but if its going to waste my time and as a consqeuence their money Ill politely ask them to leave me work.


  • Registered Users, Registered Users 2 Posts: 1,437 ✭✭✭kasper


    what if the customer and the mechanic speak different languages ?


  • Registered Users, Registered Users 2 Posts: 23,694 ✭✭✭✭L-M


    kasper wrote: »
    what if the customer and the mechanic speak different languages ?

    Tough ****


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  • Registered Users, Registered Users 2 Posts: 38,247 ✭✭✭✭Guy:Incognito


    kasper wrote: »
    what if the customer and the mechanic speak different languages ?

    One takes the lead and starts talking progressivly louder and slower, while using random hand signals till a happy medium is reached. Just like on holidays.:)

    Calling the other guy Pedro helps too.


  • Registered Users, Registered Users 2 Posts: 13,237 ✭✭✭✭djimi


    Stekelly wrote: »
    One takes the lead and starts talking progressivly louder and slower, while using random hand signals till a happy medium is reached. Just like on holidays.:)

    Calling the other guy Pedro helps too.

    Ah the international language; spoken no matter where you go on holidays :p


  • Registered Users, Registered Users 2 Posts: 2,567 ✭✭✭daveharnett


    kasper wrote: »
    what if the customer and the mechanic speak different languages ?
    The mechanics should communicate only through German. Should eliminate a lot of the nuisances over the ear-piece for them ;).


  • Registered Users, Registered Users 2 Posts: 12,822 ✭✭✭✭galwaytt


    djimi wrote: »
    I cant think of a single mechanic, or anyone else in a similar type of industry for that matter, who would stand for having customers looking over their shoulder constantly questioning their every move while they work. y...

    BTDT.....spent 3+hours changing a turbo on Lancia Delta HF Turbo with customer looking in, and under the bonnet the whole time, many years ago..........very annoying...........the job took twice as long as it should have.........:cool:
    Id love to see a customers face, as a mechanic was tring to get a seized wheel off a hub, first a gentle smack, then the rubber hammer, then the lump hammer and finally a sledge.
    ....ooh, that's a YouTube event just waiting to happen..... Picture the scene, you leave in your silver A4 for a service, and it disappears around the corner. Next thing you see it on the plasma in reception, coming on to the ramp. But mechanic has it tough: the wotchacall it couldn't come off, so, bigger tools involved. No go. Even bigger tools......but it slips, the mechanic's hand crashes into Sharp Part Under Bonnet........blood gushes everywhere....cue 'We Are Sparta' slow-mo-Blood Cam......! :eek:.......and then mechanic freaks out: grabs 4lb hammer and beats the **** out of the A4, breaks headlights, smashes windscreen and pulls the bumper off: all in a fit of temper........:eek:....OMG OMG OMG , it's carnage everywhere....and starts screaming customer's name, grabs lever bar, muttering something about killing the m-f owner and heads for door to Service Reception....and you move from looking at the screen, to the door beside you, which burst open and guys tears in and..............bursts ass laughing............you've just been set up!.....and the 'doppelganger' of your car is still on the lift.......but yours has been oh-so-quietly serviced out the back, by someone else.

    Call it Perfromance Art. Vorsprung Durch.........Theater ! :)

    Now, didn't the time waiting for you car to be serviced just fly by ? :p



    Jeez, you could have loads of fun with it: play a video of 'A Car' (like yours) being serviced in sterile white area, by guy in labcoat,.......whilst your real car is ..........somewhere else.........
    The mechanics should communicate only through German. Should eliminate a lot of the nuisances over the ear-piece for them ;).
    oooh, good one. Tell the customers the diagnostic machine uses German voice commands as he works, timing him on the job....:D

    Ode To The Motorist

    “And my existence, while grotesque and incomprehensible to you, generates funds to the exchequer. You don't want to acknowledge that as truth because, deep down in places you don't talk about at the Green Party, you want me on that road, you need me on that road. We use words like freedom, enjoyment, sport and community. We use these words as the backbone of a life spent instilling those values in our families and loved ones. You use them as a punch line. I have neither the time nor the inclination to explain myself to a man who rises and sleeps under the tax revenue and the very freedom to spend it that I provide, and then questions the manner in which I provide it. I would rather you just said "thank you" and went on your way. Otherwise I suggest you pick up a bus pass and get the ********* ********* off the road” 



  • Registered Users, Registered Users 2 Posts: 26,280 ✭✭✭✭Eric Cartman


    Mr.David wrote: »
    Audi need to employ a load of hot chicks to service the cars.......Audicam would be superb then :P

    yeah the cars would take a rapid dive in reliability though


  • Closed Accounts Posts: 3,591 ✭✭✭RATM


    I think this is an excellent idea as the one part of dealing with a mechanic that annoys me is time- Ive had several experiences where the time charged seemed excessive for the job completed with no explanation.Another is it always being billed in hour instalments- some garages seem to think that 1 hour and 15 minutes should get billed as 2 hours.

    There's already creches that use webcams so parents can keep an eye on their baby. So a natural progression of that is cameras so the lads can keep an eye on their baby =)


  • Registered Users, Registered Users 2 Posts: 12,822 ✭✭✭✭galwaytt


    yeah the cars would take a rapid dive in reliability though
    .....mmmm, dunno about that.....
    RATM wrote: »
    I think this is an excellent idea as the one part of dealing with a mechanic that annoys me is time- Ive had several experiences where the time charged seemed excessive for the job completed with no explanation.Another is it always being billed in hour instalments- some garages seem to think that 1 hour and 15 minutes should get billed as 2 hours.

    There's already creches that use webcams so parents can keep an eye on their baby. So a natural progression of that is cameras so the lads can keep an eye on their baby =)

    ....just so long as when you get presented with a bill for the extra hour it took to undo welded-with-rust bolts, and have the video to prove, that you cough up without be-atching about it... ;) Works both ways, boys.

    Oh, and ye're paying for the camera's as well btw....;)

    Ode To The Motorist

    “And my existence, while grotesque and incomprehensible to you, generates funds to the exchequer. You don't want to acknowledge that as truth because, deep down in places you don't talk about at the Green Party, you want me on that road, you need me on that road. We use words like freedom, enjoyment, sport and community. We use these words as the backbone of a life spent instilling those values in our families and loved ones. You use them as a punch line. I have neither the time nor the inclination to explain myself to a man who rises and sleeps under the tax revenue and the very freedom to spend it that I provide, and then questions the manner in which I provide it. I would rather you just said "thank you" and went on your way. Otherwise I suggest you pick up a bus pass and get the ********* ********* off the road” 



  • Closed Accounts Posts: 8,570 ✭✭✭Rovi


    I'm somehow reminded of this old list of labour charges for computer repair:
    $25 per hour.
    $35 per hour if you want to watch.
    $45 per hour if you want to help.
    $75 per hour if you tried to fix it yourself, and failed.


  • Registered Users, Registered Users 2 Posts: 1,437 ✭✭✭kasper


    just do a homer simpson and go to the toilet


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