Audi UK has introduced the Audi Cam, a new – and for owners, hopefully more informative and reliable – way to interact with service advisors and technicians. After a car is dropped off, technicians will use a Flip-like camera to videotape and provide audio commentary for any issues diagnosed. Each problem gets its own clip to keep file sizes small, then the video is uploaded to a private, PIN-coded page just for the owner.

The owner can then watch the video (or videos) with each repair ranked from 'For Info' to 'Urgent' and attached with out-the-door pricing. The owner can agree to or decline selected repairs or follow up with a phone call from the same page. There's even a profile section in case you'd like to get to know Buford, the gent who'll be getting grubby working on your car.

This is on top of the Audi Cam introduced to the UK two years ago, which hooked up technicians with two-way radios and cameras that streamed video while they worked, so that customers in the waiting room could speak to and watch the repairs being made in real time. This goes beyond the lobby, and we look forward to seeing how this shapes up in practice. For now, there's a press release below with more details.
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New Audi Cam brings servicing to the small screen

Pioneering Audi Cam service enables customers to see and hear about necessary repair work and to authorise it all via mobile phone or PC.

- World first for a car maker - Audi Cam service now rolled out across all UK Audi Centres
- Hand-held camera produces narrated film clips that are embedded in customer-specific PIN-protected web page that is emailed to the customer
- Page includes video and audio commentary, VAT-inclusive pricing for each job, personal technician and service team profiles and action buttons for automatic authorisation of work


The term 'candid camera' takes on new meaning from this week as Audi Centre technicians across the UK double as pioneering 'Audi Cam' film producers to further the brand's quest for absolute clarity and transparency in its customer relationships. The new Audi Cam service will be the first in the world to enable technicians carrying out workshop inspections to focus hand-held 'Audi Cams' on specific problems, to deliver verbal diagnoses and to send the resulting film clips to customers' home computers or smartphones before any work begins.

The Audi Cam is a small, hand-held video camera capable of delivering high quality footage with excellent sound quality. Audi Approved technicians, all of whom have undergone tailor-made training, will use it first to visually and verbally identify a customer's car on film after conducting an initial inspection. They will then pinpoint and clearly explain any problems found, and then propose solutions to those problems.

Each problem identified - for example brake pad wear or illegal tyre tread depth - is filmed as an individual clip to minimise file size and reduce 'buffering', and in as little as three minutes can then be incorporated into a web page that is exclusive to the customer involved. A secure link to that page is then emailed to the customer, who has sole access to it using a unique PIN number which is sent separately by text message to their mobile phone. The page is optimised for compatibility with home computers and smartphones, so its full functionality is available 'on-the-move'.

Online authorisation
The page contains the relevant film clip or clips, and grades each problem as either 'urgent', 'advisory' or 'for info' to give the customer a clear idea of its severity. It also provides a VAT-inclusive price quotation for each job, along with action buttons that enable the customer to authorise the Centre to proceed with it at the price quoted, to reject the work or to request a call back to discuss it.

Once the customer has added all the jobs he or she wants to proceed with to the 'shopping basket', they can authorise the Centre to begin the work by re-entering their unique PIN number. Before doing this, they can even gain some insight into the team which will be working on the car by viewing personal service team profiles posted on their page.

Audi Cam is an evolution of the Direct Reception technology rolled out across the Audi Centre network last year. Direct Reception gives customers audio visual access to their cars from the comfort of the Audi Centre reception area as they are worked on by technicians equipped with head-mounted cameras and two-way audio links. They are free to talk to the technicians directly, and service advisors are on hand to answer any questions that arise. The Direct Reception programme continues alongside this latest development and has a very similar objective - to instil even greater customer confidence not only in the legitimacy of each diagnosis but also the integrity and unparalleled product knowledge of Audi trained technicians.

Paul Sansom, Head of Aftersales and Service for Audi UK, welcomed the advances made by this new initiative: "Audi is unquestionably an innovator where its cars are concerned, and I'm delighted that we're now also making real headway in advancing the art of looking after those cars and their drivers. By effectively beaming the workshop to our customers' homes or smartphones, Audi Cam greatly simplifies the service and repair process, and at the same time breaks down more of the barriers between the service bay and the customer that have traditionally fostered scepticism and suspicion. This is genuine progress through technology in the best tradition of Vorsprung durch Technik."

About Audi UK
In 2011 Audi recorded its best ever worldwide result of 1,302,650 sales, a 19 per cent improvement over 2010. In the UK, 113,703 Audi models found homes last year, a 14 per cent increase on 2010. To sustain the technological lead embodied in its Vorsprung durch Technik slogan, the brand plans to invest EUR13 billion, mainly in new products, between 2011 and 2015. By this point, its range will have expanded from today's 39 models to a total of 42. Recent additions, including the A1 Sportback, the all-new A3 and the new generation A4 and A5 ranges, will be joined imminently by, among others, the RS 4 Avant, the A6 allroad and the R8 e-tron, the first fully electric series-production Audi model. On the race circuit, Audi has competed in the Le Mans 24 Hour sportscar endurance race 14 times since 1999, achieving a podium finish on all of these occasions as well as outright victory 11 times. In 2012, Audi made history at Le Mans by winning with pioneering hybrid diesel technology used in the Audi R18 e-tron quattro.


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    • 1 Second Ago
  • 10 Comments
      Walt
      • 2 Years Ago
      I have been thinking that with all the other infotainment tech being loaded into vehicles these days, it would be nice if they''d place an OBD II reader in vehicles that would let one view drive-train data on the built in flat panel display. My son recently had a check engine light show up on his car, so he bought an OBD II reader and downloaded "Torque" for his Android phone. A quick scan revealed a failed air pump sensor, which he promptly replaced with my help. We then used Torque to clear the engine code and all is well. While looking at the read-out with the engine running, there is an amazing amount of data on engine performance. I'd much prefer looking at something like this on an infotainment display rather than getting yet another music source. Also, wouldn't it be nice to go in for service and have some idea of what is wrong with your car rather than just saying "a check engine light is on"? Total cost for the reader and the software download was under $35 bucks.
        michigan
        • 2 Years Ago
        @Walt
        It would be so simple to implement a code reader into the car's display, why not do it? On the other hand the dealers' greatest fear is an educated customer. They'd love to be able to continue charging $100 to simply read a code before doing any actual work and be able to feed the customer any story they feel like and hope the customer blindly goes along with it. For those who actually do their own car repairs a good OBD2 scanner is not too big of an investment, maybe $100 for a mid-range one
      themanwithsauce
      • 2 Years Ago
      Oh goody, just what I wanted when I was a tech, a way for the soccer mom to tell me what I'm doing wrong......never mind that she doesn't know that her car has a brake assembly at every wheel, ignore that she doesn't understand why her car needs an air filter, and let's just look past that she thinks automatic headlights mean something is wrong with her new car. I really value her input. She is always right. This will definitely make getting your car fixed a better experience all around.....
      DaBean
      • 2 Years Ago
      This is truly brilliant. It will assuredly resolve the lack of transparency perceived by car owners, since one of the biggest complaints is "Getting ripped off" by technicians and shops. Additionally, that's a fantastic marketing tool to draw more auto enthusiasts to the Audi brand. BMW, Mercedes, Lexus... what's your response?
      Sekinu2
      • 2 Years Ago
      Soooo this is nothing like a service manual which the tag line had suggested. this is an e repair video for service.
        desinerd1
        • 2 Years Ago
        @Sekinu2
        That's because it's Autoblog. They don't know the difference between YouTube and Ustream
      pwr2lbs
      • 2 Years Ago
      This is stupid. Technicians are all mostly flat rate, they are not going to want to video the repairs for some dill weed. They already have to compile most data for the manufacture, IE computer downloads, Warranty opp codes etc etc..
      Craig Hooghiem
      • 2 Years Ago
      The title of this article is completely off the mark. YouTube is a service that allows anyone to post a video. This is a completely different concept and platform.