my Audi Assist / Arab Assist experience… WTF

An Audi A6 I was driving broke down on the Abu Dhabi E75  the other day…

I called Audi Assist ( outsourced to Arab Assist in Jordan) who took and understood my location. I explained the car needs to go to Audi Abu Dhabi, pretty easy and straight forward…

They have connected me with what seems another recovery center who told me I am closer to Dubai than Abu Dhabi and if they would send a car from Abu Dhabi it take 90 minutes while Dubai takes 30 minutes. I didn’t really care from where as long as long as i get help..  They said they will discuss and call me back within 5 minutes. Didn’t happen….

33 minutes later I got 4 missed calls within 2 minutes from the call center (+962 65008135) which I could not attend as I had to explain the Abu Dhabi Police why I am blocking the roundabout. I called back 15 minutes later and was told they cancelled everything as I did not attend the calls to me which they placed 28 minutes later than initially promised.  Brilliant. I am standing at this time at 11:02pm in the middle of nowhere with my wife, 2 little kids and nanny on the road with a car that has no ac as the engine does not work and a high humidity level outside was also not making the situation better. At this point It is 50 minutes since my initial contact to Audi Assist. At this stage I was only disappointed…

They said they will send somebody again to me shortly and dispatch a driver, again.. Great news. This time I will certainly answer the phone to not give them another excuse…

9 Minutes later I got a call from a crane driver telling me as I am in Dubai (which I wasn’t) if I want to go to Abu Dhabi I have to pay 260AED. I told him that I am not in Dubai but in Abu Dhabi and surely won’t pay anything and if he would like he could explain the Abu Dhabi police which was standing next to me still that this is not their restriction…   Finding out that discussing with that guy is useless I ended the conversation and called again Arab Assist as I thought that would make more sense…

While discussing the issue I was told that I can hang up (it was a  conference call with the supplier and me discussing my location being Abu Dhabi or Dubai)  I hang up as told and waited.

At 12:06am I called them again to inquire where we are and was told that I have cancelled the Assist… I have never cancelled anything on any conversation. Disappointment changes into Frustration and Anger. These people are complete idiots and have no idea about their job. Would I do my job like this I would be unemployed within one hour….

While asking them why they told me that I was in Dubai and did not want to pay for going to Abu Dhabi.  So they cancelled. They told me their supplier has 40 years experience in the UAE. Might be, but maybe 40 years experience in checking if the light bulb in the fridge is working. Certainly not in roads and locations.  I got a little bit frustrated and unpleasant  with the idiotism I have dealt with so far.  Being stuck at this time for 2,5 hours….

I called them again and got another guy on the phone of Arab Assist I asked him to use google maps and look up my location. On this he would see clearly I was in Abu Dhabi landmarks and not in Dubai. He eventually checked this himself while on the phone and got that I am in Abu Dhabi. He apologized and dispatched a recovery…

The recovery reached at 1:26am almost 4 hours after the event and more than 3 hours after the initial contact to Arab Assist.

The guy turned up with the recovery was friendly, dressed in flip flops , pants and a old dirty shirt. OK.  I asked him if he will try to fix the car ( was an attempt I knew he would fail , but the brochure of Audi Assist says they will try to repair, recover etc….) He looked at me like an Alien and said he will tow the car to Audi Abu Dhabi. OK at least he got the Abu Dhabi part right..

Looking a bit helpless where to find the towing bar (he checked at the battery) i told him where to find it.  He loaded up the car and took it than as planned to Abu Dhabi.

All over all a very unsatisfying experience considering these people are representing Audi which I set equal with professionalism.  I personally hope I will never have to deal with these monkeys again. If I would break down I would rather call a recovery myself and invest 200AED for that than running through this ordeal again.

Founder and Editor in Chief of the Acme Blog. Loves Photograhy, Gadgets, Movies and Restaurants aside from Cars.

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