A relative of mine had a poor experience with Audi...

A relative of mine had a poor experience with Audi Newcastle. A very dishonest trick was played on them with the new car they received. Make sure you get every offer and conversation in writing. Would expect more when paying a premium for a luxury car.

Edit 1/10/2020
Does delivering a car with an unwanted sunroof ring a bell? Then telling the customer to "take it home and see if you like it" and when it was returned the next day to exchange for one without a sunroof you wouldn't take it back.
You just put some tint on it for them... You should be able to do better than that.. Maybe a few years of free servicing or something.

Sounds like there are a few disgruntled customers.