Help Needed!!

gamez-over

Hey all,

I need some help with the situation i'm in:

I bought a Smart Car in April 2009 on finance, and on 22nd December 2009 the car broke down...now my local Mercedes garage said that it needed a new engine and have had the car ever since...and are not telling me when i'm going to be getting it back...

I really need some serious help here...as I don't what my rights are or what I can do!!!

I am going to see the Branch Manager...to discuss this...as I am seriously p*ssed off with the service that I have received let alone the fact that a brand new car now needs a new engine!!

Any help or advice would be greatly appreciated!!

Thank you

anewman

As I understand it the finance company can have some clout in situations like this. Contact them.

goldspanners

it sounds quite typical of any merc dealership ive dealt with to be honest. customer service only exists when buying something new and shiney.

the smart car is known for going through engines aswell.

did you buy the car new, did you buy it from this same dealer, did you keep the service history up to date and to manufacturers service schedule?

Anihilator

Was the car brand new when you got it or brand new to you?
whats the fault? is it not covered under warranty?

gamez-over

Guys,

It is covered by warranty as it was only eight months old when it died on me...it was bought brand new with only 3 miles on the clock!! It was bought from the same dealer. The only work that has been done on it was by the same garage about a month after I got it as the windscreen washers were not working....arghhhh

What do I do? I do not want this car back...and the fact that they have f-ed me around has got to me!! Now I need some advice on how to deal with the Branch Manager as I know I have a case!!

neilmcl

I trust they have given you a replacement vehicle in the meantime?

gamez-over

neilmcl wrote: »

I trust they have given you a replacement vehicle in the meantime?

That's another story in itself....when the car went into the garage...they got me an Avis rental for over the xmas period...I had to give them my card details...for fuel deposit! Next thing I know....I end up getting charged for the rental!!

The garage then refused to give me a courtesy car once Avis took the car back....but managed to get one after kicking up a fuss...

As mentioned above guys, i'm seriously ticked off...and need someone to point me in the right direction!!

As I understand it the finance company can have some clout in situations like this. Contact them.

Do you have an idea of what kind of solution they could offer me?

DaveMacD

By law the dealer has to be given a chance at fixing the fault. Unfortunately, my previous experience of Merc. dealers is that they won't be able to. I know it's a familiar shout around here, but the citizens advice might be a handy port of call in the near future...

standupguy

gamez-over wrote: »

Hey all,

I need some help with the situation i'm in:

I bought a Smart Car in April 2009 on finance, and on 22nd December 2009 the car broke down...now my local Mercedes garage said that it needed a new engine and have had the car ever since...and are not telling me when i'm going to be getting it back...

I really need some serious help here...as I don't what my rights are or what I can do!!!

I am going to see the Branch Manager...to discuss this...as I am seriously p*ssed off with the service that I have received let alone the fact that a brand new car now needs a new engine!!

Any help or advice would be greatly appreciated!!

Thank you

Telephone the Finance company and ask to speak to the Legal and compliance manager or the person who deals with formal complaints under the FSA guidelines.

Tell them you wish to make a formal complaint under section 75 of the consumer credit act and that you wish to reject this car and have a full refund. Ask them to confirm that they will deal with this complaint under the FSA guidelines for "complaints handling and treating customers fairly".

Using the above jargon will ensure they will give the matter the proper attention and they should try and resolve within 24 hours.

This should result in them speaking to the dealer and trying to sort things out and get the repaired car back to you quickly as a solution

goldspanners

i can't beleive you've waited around this long.

harveybobbles

gamez-over wrote: »

Guys,

It is covered by warranty as it was only eight months old when it died on me...it was bought brand new with only 3 miles on the clock!! It was bought from the same dealer

Under warranty - whats the problem?! they will fix it FOC...