February 2, 2000

Audi of America
2800 Hamlin Road
Auburn Hills, MI, 48326-2829

Dear Sir or Madam:

I am writing to register a complaint about the treatment that I have received at local Audi dealerships. I would like to relate two events.

First, I visited the Rector Motor Car Co. Burlingame California dealership where I met Otis. The dealership was empty when I entered, and after a moment he appeared with the remains of a lunch in his hands. Acting somewhat inconvenienced, he asked if I needed anything. I asked to see a TT. He told me to hold on while he threw away his lunch. When he returned, he said that there were no TTs to be had or seen, and there was a waiting list to purchase them. Perhaps he had one in Service, he said. Again, acting inconvenienced, he acquiesced to my request to check. Taking me around back to a dirty TT parked for service, he pointed it out. I asked when some new ones would be in, and he said he could call me if I had a business card.

When I gave it to him, his whole demeanor changed as he noticed the company name, because I work at a very successful company. Then he became very friendly, mentioned selling Audis and Porches to my company's top executives, and offered to call me when some new TTs came in. As I left, he said, "You don't care whether it's front wheel drive or all-wheel drive, right?" I couldn't help but wonder why he would assume that I wouldn't care.

Second, and much more frustrating, was my experience today with Michael in sales at Royal Motor Sales in San Francisco. I called to inquire about the availability of the S4, which I said I'd had been researching and knew to be in high demand. He said that they had none. From there our conversation progressed as follows:

M: Unless you've been in before and have put down a deposit, there really isn't any way to come in for a road test.

S: So, you're asking people to buy them sight-unseen?

M: Why do you want an S4? Do you know anything about them?

S: Yes, I do. Why do you ask?

M: Because typically people who purchase them have done a lot of research and really appreciate the power of the car. It's a 254 hp car with twin turbo and that's a very powerful car. People who get them are very serious, and it's not really a car that females would appreciate.

S: I am very surprised to hear you say that. Thank you for your help.

I hope you are as disappointed to hear this as I was. Naively, I suppose, I believe this country, and Silicon Valley inside it, to be fair and gender-blind. How sad to find such an unabashed example to the contrary at an Audi dealership.

In contrast, I have had a wonderful experience at the Autobahn Mercedes dealership. I walked in, asked to test drive an SLK, and was courteously introduced to Franz. Franz, in contrast to Michael and Otis, was perfect. He was polite, he took me for a test drive, he spoke of the car's performance and safety features, and neither pressured me nor condescended to me. I would like to offer that dealership my highest thanks. The contrast to my experience at Audi raises them higher and higher in my esteem.

I hope that you will be enough impressed by this contrast that you will seek to change the typical interactions between your salesmen and their customers.

Most sincerely,

Sylvia J. Clark

cc: Royal Motor Sales

Rector Motor Car Co.

Autobahn Motors