I am extremely disappointed with my experience regarding my Audi Q2 1.5 TFSI and the way my concerns have been handled.
My vehicle was booked in for a scheduled service, and it was during this service that the dealership discovered a serious issue. I was informed that only around one litre of oil was drained from the engine and that metal was also found within the oil. This was obviously extremely concerning, particularly given that the vehicle had only been in my ownership for a relatively short period. I was then left questioning how such a significant issue had developed and whether there may have been an underlying mechanical problem with the vehicle.
What concerns me most is that finding metal in the engine oil and such a low oil level does not feel like something that should simply be dismissed as routine maintenance. I would have expected much clearer answers about where the metal came from, whether an underlying fault was present, and whether the vehicle was in the correct mechanical condition when it was supplied to me.
Another particularly frustrating part of this situation is that approximately three months after purchasing the vehicle, I began receiving emails stating that my vehicle required a service. I took these notifications seriously and contacted the dealership to arrange the service. However, whenever I called, I was told that the vehicle was not actually due for a service yet.
I therefore relied on the advice I was being given by the dealership and continued to use the vehicle. Given what has subsequently happened, I am now extremely concerned that had the vehicle been inspected or serviced when I originally received those notifications and contacted the dealership, the low oil level or any developing mechanical issue may have been identified significantly earlier. It is impossible for me to say whether this would have prevented the eventual damage, but I believe this is something that should be properly investigated rather than responsibility simply being placed on me for maintenance.
Throughout this process, I have felt that I have had to repeatedly push for information rather than being given clear, reassuring and transparent answers from the outset. There have been periods of several days where I have received no meaningful update whatsoever. Even when I have called the dealership myself to try to find out what is happening, I have often been unable to get any further information.
Considering the seriousness of the issue, I have also been extremely disappointed with the communication surrounding the potential cost of the repair. I was initially told that a replacement engine would cost "around £10,000", without being given an exact figure or a proper breakdown. I have now been quoted approximately £12,000 for a replacement engine. When someone is potentially facing a repair bill of this magnitude, I believe they deserve clear, accurate and transparent information rather than vague estimates, particularly when the difference amounts to thousands of pounds.
What makes the situation even more concerning is that my vehicle is still under warranty. I purchased the vehicle with the reasonable expectation that the warranty would provide protection in the event of a serious mechanical failure. To now be faced with the possibility of an approximately £12,000 engine replacement while the vehicle remains under warranty is incredibly concerning.
I also find it difficult to accept that maintenance is now being raised as a potential factor when I had previously acted upon the dealership's own service notifications, contacted them about arranging a service and was specifically told that the vehicle was not yet due one. I relied on the professional advice I was given.
When dealing with a potentially catastrophic and extremely expensive engine issue, customers should be able to feel confident that their concerns are being treated seriously, that the history of the vehicle is being thoroughly investigated and that they are being kept properly informed. Instead, I have felt that I have had to continuously chase for answers while facing uncertainty over the condition of my vehicle and who will ultimately be responsible for the repair.
I am still hoping that this matter can be resolved fairly and that the warranty, the previous service notifications and the advice I received from the dealership will all be properly considered. However, based on my experience so far, I have been left extremely disappointed with both the situation surrounding the vehicle and the level of communication and customer service I have received.

My experience was really good. I was looked after by Harry Cooper. Nothing was too much trouble.

It was a quick and easy purchase.
10/10 to Cavin

I have been going to them for years and for sometime their decline of service has drastically fell.
They are very kind and very thoughtful,however their system of working together as team doesn't seem to be working. I have an issue with my car and for the first time they have ordered the wrong part. The second time they called me in and said they would get it done on that day the issue that came up is "their parts manager" hasn't ordered the part. So I wasted my time both occasion.

I am now still waiting and my MOT is coming up yet no part and this issue for the car I made them aware a long time ago. Also I did have to pay a price as it is a"special part".

In my opinion it is really heartbreaking to see their decline and I wish they turn around for the best.

From walking into Poole Audio and the staff appearance gives it a real air of professionalism. The staff are really helpful and knowledgeable. For us they made the experience of buying a car comfortable and the sales person who dealt with us was as mentioned before extremly knowledgable and gave us all the options regarding purchase and made our decision easy.

Had Mercedes a very long time so I was hesitant to go with Audi. Have to say they are first class and show Mercedes up by a long way . From buying the car off Luke who was excellent to the quality of the Audi itself and aftercare . ⭐️⭐️⭐️⭐️⭐️

Josh was very helpful and made sure that the experience of buying a new car and selling my old car was easy and smooth.

From start to finish the service that Harry C gave us whilst purchasing my new Q2 was excellent. Audi made a genuine offer for my A3. No pushy sales tactics. Explained everything. Could not do enough. Sent out a video of the car when it arrived and made sure that my experience, when I picked up my Q2 was fantastic. One very happy customer.

Wish i never bought the car now. Never thought to get into the corners of inspection on a 419 mile car. Got home noticed after a few days a cut in the seat right in the corner where you wouldn't really go into and not expect to go into the corners of every seat on a 419 mile car. Cost is 1k to replace. Audi Pool say it wasn't on PDI. Fine my mistake i should have checked a brand new car basically, i trusted it being new. Closer to the 1000 miles mark the leather starts peeling. Been going round in circles with Audi. Poor quality poor service and never highlighted with me the build quality compared to models up or down. It felt like a Good sales experience at the time but looking back was it🤔?

I was well looked after by the team whilst I and my two children waited for our MOT to be completed. Hayley was lovely, helpful and engaged well with the kids. Little things make like easier.

I had a good experience at Poole Audi . Laura was particularly helpful , eased my concerns and answered my questions . She was always responsive to my queries . The whole team made me feel welcome
Would recommend & also love my purchase !!

Poole Audi sales team were very good. The service they provide is excellent. Very good sales experience hopefully the aftersales will be as good.

Brought 2016 A3 for our son, from another Audi garage, with warranty. 1 x Headlight has half broken & second one also needs replacing. Agreement was made that the one headlight & few other bits would be fixed under warranty, & to use Poole as it was nearer. Car is still in Poole garage 3 weeks now, as they are now saying it can't be fixed under warranty. Our son is without his car, when he commutes to work. My nephew also brought his car from Poole last year & has two bad experiences so far. We are an Audi family but not no more. Shame
Update on you asking for more info the email address in your reply bounced back

ABSOLUTELY AVOID AT ALL COSTS! this lot haven’t got a clue what they’re doing. The sales guys will just lie through their teeth and tell you what you want to hear and then it all turns out to be nonsense anyway. You’ll get a service plan which doesn’t cover anything. A warranty plan which doesn’t cover anything. I had a Cambelt go on my car, took it down to them under warranty. It took them the best part of 3 weeks to even get someone down to check whether it would be covered under warranty, eventually after persisting they agreed to do it under warranty which took them another few weeks. I was continually asking for a courtesy car in that time because I have two young children and needed a car and all I was told was “well people book courtesy cars in advance during school holidays so it’s not our fault” like I know my car was going to blow up and booked in advance! Only because I eventually kicked off enough they finally gave me one. Conveniently, before collecting that I had been told it would be another 2 weeks. Once I collected a courtesy car it was done within 3 days, magic that isn’t it? I was passed from one incompetent person to the next it was an absolute circus. Their systems don’t talk to each other and nobody can give you a straight answer on anything. I got quoted for another job, 4 different quotes from 3 different people, making it up as they go along. That’s not even the best of it. Took the car back for an MOT after all this and they said it failed the MOT because it needed a new belt kit and water pump (all of which had been replaced by them in the warranty repair a few months prior) and low and behold they could not find any record of that repair being done at Audi themselves and insisted I pay for the replacement parts which should have again been under warranty. Utterly inept and useless from top to bottom. I cannot tell you how many times I’ve asked for my complaints to be raised further, still no contact from anyone regarding any of these.

The only time you’ll get consistent contact from anyone in that building is if they’re trying to sell you something.

They are an absolute disgrace, not one of them knows what they’re doing and I cannot advise strongly enough to never ever trust these people and purchase a car from them.

Really excellent customer service from a 1st time Audi buyer! Thank you all the team at Poole particularly Tim A who has looked after me from initially looking at a vehicle to purchase.
I’ll be back for my Q2/Q3 in the near future for sure!

We were treated promptly and respectfully by all members of staff. The sales rep (Hayley Keeping) listened to our car requirements and answered all our questions in a professional courteous manner. She also fully explained all financial elements of the purchase in a detailed way.
Excellent customer service experience all round.

Very professional and friendly service and our sales assistant Haley was very knowledgable on all your products .
Having said that i think a couple of your procedures need serious attention.

Charlene is truly gifted and her massage is exceptionally good. I used to be in luxury hospitality and have had 5 star massages but she surpassed as she has such good, kind energy and her hands are her asset!

The staff are so welcoming, made to feel welcome whether you are in gor a service or to buy a new car , everyone is friendly and sales team are not a pushy sales team

I recently purchased a car from Audi in Poole
and the experience was excellent from start to finish but one you would expect from a professional team. From the moment my wife and I walked walked into the showroom, we were warmly greeted by a young polite lady from reception i believe was Ella, asking if we wanted any refreshments which my wife gratefully accepted and was kept topped up throughout our visit, an excellent host to say the least.

For our visit, we were dealt with by Lucy Wadwell who was very professional and never once made us feel pressured, taking the time to understand our needs answering our questions and going the extra mile. Lucy is a great ambassador for Audi.

On collecting the car, an Audi Q4 Etron, it was prepared to a very high standard and wrapped up with a bow and a bottle of prosecco, little touches but one that elevates the buying experience with my wife loving the car.

Having the car now for three weeks we have had one minor glitch but their service department have gone out the way to assist and offering a courtesy car whilst mine ours will be in. So not just a great experience from sales but also from service as well

Overall a great professional experience from Team AUDI with my thanks also going to Tim Phillips and Matthew Osbourne for helping in our purchase and communication.