"In the spirit of credit where it's due, I'd like to extend a big thanks to Paul Keller at independent dealer Audi VW centre in Bromham, Wilts. Good customer service is a rarity these days - it's nice to know it's still out there!

I bought a 51 plate A4 Avant there recently and had some trouble with a tough-to-track-down vibration problem which seemed likely to be wheel / tyre related. To save me the trouble of making the 2 1/2 hour round trip to take it back to Bromham, Paul offered to pay for the cost of having the wheels rebalanced locally. When that didn't do the trick he booked it in for a thorough checkover and arranged a courtesy car.

But I was impatient and decided I couldn't wait a week, so on my own initiative I found a tyre fitter with the appropriate kit for checking wheel and tyre runout and took the car in. One very thorough check later I'd established that one of the tyres was seriously out of spec despite being nearly new, so I had a new one fitted and all four wheels properly balanced. Again.

I was happy that the problem was solved, despite being over £140 out of pocket. But on the offchance I let Paul know what I'd done and asked him if he felt able to contribute towards the cost. A few days a later a cheque for the full amount landed on my doormat.

Under the circumstances I don't think you can say fairer than that, really." - Seb Rogers

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