New Car Damaged by Dealer

Oakdene

Its highly doubtful they will, however I guess it wouldnt hurt to ask for a letter from the dealership (on headed paper) stating the car was damaged by the transportation company & they had it repaired...

rhysadams

Reject it and ask for a replacement car, most of us know now that there aren't hundreds of cars sitting in fields, so you may need to wake a few weeks.

However when it comes to selling the vehicle and a salesman tells you that its been repaired and repainted and not up to scratch, you'll kick yourself. The best bodyshops in the world can't reproduce a factory finish.

Like someone else has said, it does happen all of the time. I got a warning once as my customers car had arrived with dints in the a pillar from the transporter, I rang and told the customer and gave them their money back (without permission), however I explained to the DP that if that was my car, I'd want my money back and wouldn't want a sub standard car. Wasn't long before I got promoted, believe it or not

bobbymotors

I used to be a car dealer (now retired)

If the roof needs a couple of 'dent man' dents pushed out then thats fine you wont see the repair

But i can assure you that its impossible to repaint the roof of a car without it being noticeable. It's because it is directly in your eye line and (especially if metallic) you will see evidence of repair.

I've sold 5000 cars, I've never seen a good roof paint repair, it's just never quite right.

neilmcl

^Totally agree with the above. Any flat (metallic paint) surface, such as roof or bonnet never looks perfect if repainted.

If it can be repaired via PDR (paintless dent removal) then fair enough.

arcon5

rhysadams wrote: »

Reject it and ask for a replacement car, most of us know now that there aren't hundreds of cars sitting in fields, so you may need to wake a few weeks.

However when it comes to selling the vehicle and a salesman tells you that its been repaired and repainted and not up to scratch, you'll kick yourself. The best bodyshops in the world can't reproduce a factory finish.

Like someone else has said, it does happen all of the time. I got a warning once as my customers car had arrived with dints in the a pillar from the transporter, I rang and told the customer and gave them their money back (without permission), however I explained to the DP that if that was my car, I'd want my money back and wouldn't want a sub standard car. Wasn't long before I got promoted, believe it or not

If you worked for me you'd be going through the disciplinary process! It's not for you to make such decisions without permission so you shouldn't be doing so! Your personal opinion matters only as much as your manager lets it, afterall ultimately you represent the company and THEIR ethos, not your own.

shaun_from_Africa

arcon5 wrote: »

If you worked for me you'd be going through the disciplinary process!

You'd discipline one of your workers for giving a customer what they are legally entitled to?

Suman_Verma

If I would have been at his place, I would have surely opt for a brand new car instead of the repaired one. Well, that's me but I am not saying that there is something wrong with the fixed one. Check it yourself and once satisfied go with the alternative best suited for you.

arcon5

shaun_from_Africa wrote: »

You'd discipline one of your workers for giving a customer what they are legally entitled to?

I'd discipline a worker for not following company procedure/policy.

There's no suggestion the company wouldn't have met their obligations and refunded anyway, doesn't change the fact it's clearly not within ops job description or list of duties. If refunds have to be authorised by certain individuals within the organisation and an employee acts of his own accord with nothing but disregard for the systems in place then that's tough, the employee should rightfully be disciplined!

shaun_from_Africa

arcon5 wrote: »

I'd discipline a worker for not following company procedure/policy

So, if the customer was legally entitled to a full refund, you knew that they were entitled to this and your employee also knew this and you said that a refund would eventually be given, what possible benefit is there to either the customer or the business in making the customer wait for their money simply because it's company policy?
All company policies and rules don't have to se set in stone and an employee with a bit of common sense and initiative is often far better than a "yes man" who never thinks for himself.

Surely a prompt refund would keep the customer happy and would help ensure that you kept their business and that they would recommend you to others.
IMO, it seems that rhysadam's boss understood the need for good customer service a bit more than you do.