Car buyers rights under the Customer Rights Act

PaulBr_2

In about April 2016 I acquired a car under a PCP agreement from a Ford dealership. The car came with Sat Nav which I pay extra for (I did request bluetooth rather than Sat Nav but they delivered the wrong model and I agreed to accept). Anyway the entertainment system and Sat Nav become unresponsive. This is an intermittent fault.
Anyway the first time after taking the car back to the dealership in June and after sitting round all day I was told this was a known fault with no current fix. (if this was the case why get me to come in)
Early in November I chased them up as I'd heard nothing. A software update was done (again after me sitting round all day) but soon later the problem reoccurred.
I am due to take the car back in again on Friday. Each trip is around a 40 mile round trip with what will now be a third day's leave taken. I have raised this point with them

There response is "I fully understand your frustration regarding this concern but we do not operate under any compensatory guidelines when there is not a specific financial amount involved as this would need to be facilitated via legal proceedings.

Your rights as a consumer are not in question, but please be aware at no point have we ever refused to look at your vehicle or tried to charge you for any work on your vehicle. The act is there to protect both parties."

Any ideas?

AdrianC

PaulBr wrote: »

The car came with Sat Nav which I pay extra for (I did request bluetooth rather than Sat Nav but they delivered the wrong model and I agreed to accept)

You ordered with BT, it was delivered with nav instead. What was the difference in the list price of the two options, and are you paying more for the nav?

Anyway the first time after taking the car back to the dealership in June and after sitting round all day I was told this was a known fault with no current fix. (if this was the case why get me to come in)

Because they may well have needed to check some details or run some diagnostics to rule out other possible causes.

There response is "I fully understand your frustration regarding this concern but we do not operate under any compensatory guidelines when there is not a specific financial amount involved as this would need to be facilitated via legal proceedings.

"We're not going to give you a goodwill payment, because we don't know how much you seem to be asking for. If you want to take this further, take us to court."

So the first time you contacted the dealer was outside the 30day fast rejection period.
There's no doubt that this is an inherent problem, and they've made reasonable attempts to resolve it, but failed. They are not offering a rejection. Have you asked for one?

Would it be reasonable to insist on one, anyway? You clearly didn't think a car with working nav was essential, as you didn't order one. So is the car fit for the purpose you did order it to meet? You have an intermittent unresponsiveness from the entertainment. What do you need to do to make it start to respond again?

foxy-stoat

If the closest dealer is 20 miles away, and using the mileage allowance for businesses 45p/mile, you are looking to recover £36.00. I think it would not be worth getting into legal proceedings, just ask for a set of car mats as a goodwin gesture.

motorguy

PaulBr wrote: »

In about April 2016 I acquired a car under a PCP agreement from a Ford dealership. The car came with Sat Nav which I pay extra for (I did request bluetooth rather than Sat Nav but they delivered the wrong model and I agreed to accept). Anyway the entertainment system and Sat Nav become unresponsive. This is an intermittent fault.
Anyway the first time after taking the car back to the dealership in June and after sitting round all day I was told this was a known fault with no current fix. (if this was the case why get me to come in)
Early in November I chased them up as I'd heard nothing. A software update was done (again after me sitting round all day) but soon later the problem reoccurred.
I am due to take the car back in again on Friday. Each trip is around a 40 mile round trip with what will now be a third day's leave taken. I have raised this point with them

There response is "I fully understand your frustration regarding this concern but we do not operate under any compensatory guidelines when there is not a specific financial amount involved as this would need to be facilitated via legal proceedings.

Your rights as a consumer are not in question, but please be aware at no point have we ever refused to look at your vehicle or tried to charge you for any work on your vehicle. The act is there to protect both parties."

Any ideas?

Is your nearest Ford dealer 20 miles away?

Could you not leave the car there one evening, and pick it up the next?

Thats what we've done in the past if we've had a car in for warranty work when the car isnt local.

Relative to the problem -

1. Ring Ford Customer services and complain to them. They will usually intervene and / or escalate.
2. Ring the finance company - its their car. They will intervene and / or escalate too.