DC Cook direct - any advice welcomed

[Ali-OK]

I ordered a pre-registered car back in late November and paid 10% deposit by credit card. Delivery was up to 10 weeks and I accepted that.

A nice surprise call in mid-December to say it was arriving and they needed further payment, plus car would be ready to collect w/c 31st Dec. No concerns thus far - process exactly as per their T&Cs, etc.

Having made 8 phone calls to chase delivery, they guaranteed it to be in ready for collection yesterday (5th Feb)...today there is still no sign of it, though it has now been registered and they say they are just waiting for their 'supplier' (presumably a dealer somewhere) to deliver it.

I know the downside of pre-reg (ie. I won't be the registered keeper for the first 6 months) and that's fine - my insurance is ready to go on this basis.

I'm very frustrated they keep fobbing me off with 'expecting it in a few days' or 'early next week'. In the conversation where 5th Feb was guaranteed, we also discussed and they confirmed they would be in breach of contract if it wasn't ready for me to collect by 10th Feb and therefore I could cancel the contract at no loss to me and monies would be returned. If I cancel now I lose my deposit. Fair enough.

However, I still want the car! On researching further and reading reviews about this company I've found either the same problem or with those that have been cancelled by the company (couldn't deliver the goods) customers are having trouble getting their money back and are being ignored.

So my question is this - Do I hold out for delivery (even if after 10th Feb) with a delivery date of never never or do I cancel. If I go with the latter, what would be my best course of action if they delay or don't return my money? They currently have just over £10K of it! My hard saved money since I became debt free which is even more galling!

And finally, the hassle and worry thus far is starting to outweigh the £2K saving on the purchase price elsewhere.

Any help, advice would be much appreciated. Thank you.

[Ali-OK]

Just to add...I've kept a log of dates of phone calls, whom I spoke to and the key points of each conversation.

Currently waiting on another phone call back from them, that I guess won't materialise from experience!

[daveyjp]

Pity you researched after the purchase - they are a nightmare. My grandfather used to buy cars from them 30 years ago and they were a nightmare then too.

This whole idea of you not being the registered keeper for 6 months makes me nervous and it's done to get round manufacturer quotas and boost dealer bonus figures - they order a 'demo' model at a discount then sell it on. They need to do a dodgy deal to get the cars, that's why there are delays and no shows.

I suspect the 10 February is a red herring to keep you happy - GET THIS IN WRITING FROM THEM.

If it doesn't show getting your £10,000 back could be an expensive business.

If you paid any amount over £100 by credit card get them involved. If you paid anything by Visa Debit get your bank involved using a chargeback process.

Good luck - next time research first before committing to buying a car over the net.

[Ali-OK]

Thanks daveyjp.

I researched reviews on them and they were all good...until I researched for them including 'issues and problems' in the search bar.

I plan to be on the phone again to them first thing tomorrow - have been able to speak to the same person all the way through so far.

If cancellation is the way forward I will definitely get their confirmation in writing first. I was thinking then doing a letter giving them 14 days to refund all the monies and I'll also involve the bank and cc company as you suggest.

I'll see if a miracle happens and they deliver the goods in the meantime!

[deltic]

Write to them now by recorded delivery.

Outline the sequence of events and be sure to include approx times and dates of each of your actions and each of their promises. Give them 7 days to deliver the car or the return of all monies paid thereafter.

Copy the letter to your credit card company. Even though you only paid 10% deposit, you have rights against them too via the Consumer Credit Act.

If they do not refute any of the facts in the letter, then this will give you a solid basis to take action for you money back if you don't get the car or money.

[KeithP]

I agree with Deltic.

The letter you write must state what you will do when they do not deliver the car or return monies. For example a sentence something like (use your own words) -
If you do not supply the car or return my money (£xxx.xx) by xx February 2008, I will not hesitate to recover my money via the courts.

This letter then becomes what is known as a Letter Before Action.

You might like to review this website. (http://www.hmcourts-service.gov.uk/onlineservices/mcol/userguide/claimant/information.htm)

[Ali-OK]

Just a quick update - I successfully took delivery of my new car today.

Thanks to the posters for advice which I took and I'm sure it helped showing the garage I was serious.

Really pleased with the new car, just been a nightmare getting to this point!

Never again...!

[deltic]

Great news. It's great to hear a successful outcome was achieved.

[Ali-OK]

Great news. It's great to hear a successful outcome was achieved.

Indeed and even more unexpected was the addition of integrated SatNav for free (approx £1K extra to order).

In true money saving style...a grand total of £3,850 saved (the pre-reg discount and better p/ex value than I could get locally) and this is for a car that has only been on the market a year today.

That'll pay for a few boxes of hair colour given the worry and frustration has turned me grey!