What would you do?

dcouponzzzz

I'm hoping to get some honest experienced opinions please.

I bought a 2011 Polo exactly a month ago from Arnold Shark (god knows why), and since then it's been in the AC service center 3 times to fix it pulling slightly to the left. Each time it was returned to me unresolved, so I had them pay for VW to do a diagnostic.

VW couldn't source the problem but admitted it was pulling slightly. They also noticed that the rear wheel drums and shoes need replacing as I mentioned there had been some resistance pulling off after being parked for a while... AC serviced and MOTd the car the week I purchased it, should this not have been picked up?!

Simply put... are these problems significant enough that I request a refund/exchange based on lack of confidence in their servicing ability and the hassle it's already caused, or should I stick with it and let them pay for the repairs? I like the car and enjoy driving it, but slightly worried about out of warranty issues arising.

Stevie_Palimo

You need to allow them to fix the issues for you and explain what you are not happy with and see what they offer, Doubt you will be offered a refund or replacement though.

dcouponzzzz

Thanks Stevie, I've given them 3 opportunities and VW 1 to resolve the pulling issue, they're unable to diagnose the cause but admit it is pulling. Is that not grounds for refund/replacement?

Edit: Just to add, AC said they would discuss other avenues such as refund/replacement if the cost to resolve the issue was particularly high.

Tilt

Have AC replaced the rear drums/shoes?

But in any event, I would be now putting things in writing to them by formally reporting the problem giving them one last chance to rectify it before taking further advice.

Make sure you keep proof of postage.

ChumLee

If VW or AC can't find anything mechanical as to why it's pulling to the left, I'd be having someone look at it for accident damage.

dcouponzzzz

ChumLee wrote: »

If VW or AC can't find anything mechanical as to why it's pulling to the left, I'd be having someone look at it for accident damage.

What kind of organisation would you suggest? Do you have any examples? I'll check out any suggestions and have AC foot the bill as usual... they'll get sick of me sending them invoices eventually.

The question still stands though... would you keep the car despite the problem or is it signs of a dark future ahead?

dannyrst

What would I do?

I'd not use the car unless essential (travel to AC or VW) and write a letter to AC saying that the car is defective (as proved by VW/AC) as it pulls. After multiple attempts, no cause has been found and therefore you wish to have a full refund (try and avoid a replacement unless it is a car worth more).

I'd send that recorded delivery and wait to see what happens.

dcouponzzzz

Tilt wrote: »

Have AC replaced the rear drums/shoes?

But in any event, I would be now putting things in writing to them by formally reporting the problem giving them one last chance to rectify it before taking further advice.

Make sure you keep proof of postage.

I'm waiting for AC's response to have the drums/shoes replaced, VW didn't include a parts+labour quote so they're chasing that down before making a decision. I sent an email notifying them of my intentions which I'll copy below, and communications since then have been via email.

dcouponzzzz

Thank you ****,

The car is booked in for the diagnostic on the 18th August at the*** Volkswagen Dealership with a quoted cost of £75. Canyou confirm if an emailed copy of the invoice would be sufficient to processthe refund by way of reply, or contact on *******. If the result is arepair cost beyond your scope to pay, I'd like to reserve my right to afull refund, or a potential vehicle swap.

I would like to take this opportunity to notify Arnold Clark (AC) that Iwill be pursuing compensation for the time spent and distance travelledresolving this issue, based on the vehicle being returned from the servicecenter 3 times under the pretence of the issue being resolved, when there wasin fact no change.

I'd also like to include the misleading information insinuated verballyduring the sale, that the settlement fee on my previous personal loan (****Bank) would be paid upon Arnold Clark's receipt of funds from the new financeagreement (******* Capital). It transpired that AC would need to hold the fundsuntil evidence of the correct settlement figure were received, the delay in receivingwhich (through no fault of AC) caused two finance payments to leave my account.This figure however has been held and gaining interest in an AC account for 3weeks.

On two occasions (including the above mentioned future VW diagnosticbooking) I've been been offered a courtesy car on an unrealistic timescale withwait times of 3 weeks, and a complimentary hire vehicle request being denied.On these occasions I was/will be forced to use my parent's vehicle to fulfil mywork commitments leaving them without personal transportation.

Please also note that it has also extremely difficult to reach seniormembers of staff, with requests for callback being ignored on multipleoccasions and responses I have received being delayed significantly. It alsoseems that the general manager of **** ACis on a rather extendedvacation, and on at least one occasion there was not a single senior teammember available to take my call.

As AC customer Services does not have a contact email adress, please forwardthis mail to them internally. If you're unable to do so, inform me in yourreply and I will complete their online form.

Please allow your complaints team to calculate a figure which reasonablycovers the time, money and effort spent as detailed, which I hope will besufficient in the first instance.

Kind Regards,

******

Edit: not sure why the formatting has merged some words but the original text looks good lol

Tilt

ChumLee wrote: »

If VW or AC can't find anything mechanical as to why it's pulling to the left, I'd be having someone look at it for accident damage.

I would of thought that any accident damage would of been picked up by VW by now.

ChumLee

Tilt wrote: »

I would of thought that any accident damage would of been picked up by VW by now.

One would think so however I note it's had a diagnostics check by VW so I wonder exactly what they have done. Plugging it into a laptop won't find the issue. It's a bit poor they haven't offered any solutions. Tyres, tracking etc.
I thought the days of say it pulls to the left and getting the reply, oh they do do that were long gone.