car dealership cancelled my order after I complained to manufacturers about poor cs

georgiestar

I ordered a new car through a dealership after using Carwow to locate the best deal in my area.

I paid the deposit, had the finance agreement approved and was given a tracking order to check the progress of delivery to the dealership.

I was told that I would get a call to inform me when the car arrived. Last Wednesday I checked online and saw that the car had arrived at the dealership.

My partner then phoned the dealers to see if he could arrange a pick up date as he had a couple of days off work. After no one returned his call after trying to get through to the salesperson 4 times he phoned the manufacturers customer service to confirm that the car had arrived and to express his frustration that no one had returned his call.

After the manufacturers contacted the dealer we received a phone call to confirm the car was there but very unsatisfactory cs. My partner phoned the manufacturers to complain again about the cs.

Onthe following monday we received a phone call from the manufacturers apologising for the poor cs. The manufacturer then went on to phone the dealership who at that point cancelled the order.

Since yesterday I have been trying with no success to get through to the salesperson who is refusing to speak with us. His pa lied and said he was in training all day but there wouldn't be any point in phoning as the decision was made and the car has been sold to someone else.

Incidentally, knowing that I was being lied to I phoned back half hour later and used a different name and was put straight through to the sales person.

Do I have any rights here?

Bantex_2

You have the right to take your business elsewhere. I assume they have returned your deposit.

Some customers are just more trouble than they are worth.

Quentin

Bantex wrote: »

Some customers are just more trouble than they are worth.

Unnecessary comment from a 2000+ poster to a brand newbie who rightly just came here for advice.

georgiestar

So it is my fault that the customer service is so poor that we felt compelled to complain about it?

georgiestar

I was simply seeking advice not insults. Incidentally I was not at any point difficult with the dealership so please do not make assumptions.

Bantex_2

georgiestar wrote: »

So it is my fault that the customer service is so poor that we felt compelled to complain about it?

Dealers just buy the cars from the manufacturer. Most would rather deal with reasonable people who do not put in complaints because they do drop everything to deal with just one customer.

They probably just decided that you would not be profitable in the long run.

BJV

Car manufacture's target dealerships to get a certain level of customer service.


When a new car is sold not long after delivery the manufacturer sends out a questionnaire and depending upon the level of satisfaction you give the car dealership can have some of their bonus's stopped. That can be thousands and thousands of pounds if the levels of customer service drop below a certain point.


I do not agree that they have done the right thing in selling the car to someone else, in fact think it is very short sighted they are not solving the problem of customer service instead just trying to make sure that your customer service rating will not affect them. Chickens!!!!


I would however have to say do you really want to spend that much money with a company who can not be bothered returning your call. If this is what they are like when you are trying to give them money imagine what they would be like if there was a problem.


If you like the car buy it but just not from them !

georgiestar

Thanks above poster your insight goes a long way to explain their shortsighted approach.

Also, you are spot on about whether we actually want to spend our money with them - that's why we were so appalled at the poor cs as we felt that this is a big purchase for us and as soon as we paid the deposit all cs ended there.

BJV

Your car is the second ( well normally ) largest purchase after your home. You are spending a lot of money you should enjoy it. Its not £20 at Tesco you will have to own and live with this car for a long time and buying a new car is not something that you do every day so take your money else where.


Not all garages are like this. Some are really very good.


Also unless you are getting an amazing deal I mean really amazing I would make sure that you take delivery in September. The new reg plate will make a difference when you come to part exchange.

philatio

Walk away.

1. Why would you want to give that amout of money to a terrible company?

2. For future service you don't want to be going back to a place who know you've "grassed them up" and will therefore probably hate you.

InsideInsurance

georgiestar wrote: »

as soon as we paid the deposit all cs ended there.

Unfortunately thats how certain sales people/ companies are. Once the deals in the bag they move on to securing the next sale.

As to "can they" cancel the order, you need to check the contracts you've signed to be able to judge that but as others have said, if this is the level of service you can expect from them do you really want to be one of their customers? How do you think they'll be if you find problems with the car?