We recently leased a 2024 Audi Q5 (S Line 55 TFSIe quattro) from Rusnak Audi in Westlake Village, CA. We were really optimistic about moving from another brand to Audi. They offered a WiFi hotspot with 6 months of free service, and even the salesperson confirmed this repeatedly, both in person and via text. The Audi USA website clearly stated this benefit as well. But now, two months in, we’ve discovered the frustrating truth. Turns out, a number of 2024 Audi Q5s, including ours, were manufactured without navigation built into the car. So if you own one, the WiFi hotspot feature doesn’t work as a standalone service. Instead, you’re forced to subscribe to the full ‘Audi Connect PLUS with Navigation’ package, which costs a ridiculous $85/month. And here’s the kicker: this doesn’t qualify for the 6 months free. That’s right – no $20/month hotspot like most cars, and no promotional period despite Audi’s advertising and the salesperson’s assurances. When we asked Audi to simply honor the 6 months free and said we’d even pay their absurd pricing for the hotspot afterward, they blamed the dealership and claimed they couldn’t issue a credit or refund. Seriously, Audi? There isn’t a single eCommerce platform today that can’t issue a refund or credit. This excuse is laughable. This might seem like a small thing, but we live in a mobile-service blind spot, so the car’s connection is essential for our kids’ devices and our family’s connectivity, including for business (lots of calls during the commute). It shouldn’t be this frustrating to get what was promised, especially from a luxury brand. Unfortunately, this entire experience has left us with complete buyer’s regret for switching brands. Audi, you’ve lost a customer for life. We’ll never consider another vehicle from you if this is how you treat people who invest tens of thousands of dollars in your products. Has anyone else had this experience? We’re open to ideas for how to escalate this. Audi needs to be held accountable.
Wow, that really sucks. I can’t believe they wouldn’t honor the free trial. What a letdown.
Amar said:
Wow, that really sucks. I can’t believe they wouldn’t honor the free trial. What a letdown.
Right? I’ve heard similar stories from other Audi owners. Makes you wonder about their customer service.
@Keaton
IDK why they would do that. It seems like a simple fix to honor their promises.
Amar said:
Wow, that really sucks. I can’t believe they wouldn’t honor the free trial. What a letdown.
Have you thought about escalating it to customer service? Maybe they can help.
@Bela
Yeah, I might try that. Just feels so frustrating to have to fight for something that should be included.
I had a similar issue with another brand. Sometimes they just don’t care after the sale.
Oli said:
I had a similar issue with another brand. Sometimes they just don’t care after the sale.
So true. They really need to step up their game if they want to keep customers.
Honestly, it’s disappointing to hear about such a luxury brand treating customers like this.
Vale said:
Honestly, it’s disappointing to hear about such a luxury brand treating customers like this.
Exactly! You expect better from them. Makes you rethink your choices.
I’d suggest posting this on social media too. Sometimes they respond faster when it’s public.
Skye said:
I’d suggest posting this on social media too. Sometimes they respond faster when it’s public.
Good idea! They can’t ignore it if it’s out there for everyone to see.