Motor Ombudsman Advice

sambobo

@BeenThroughItAll

Please see my second post above - i edited that to provide more context.

I have also edited this so it does make @Jackmydad fall asleep

sambobo

They should or could?

The Promise on their VW website to either provide Courtesy car or a lift to home work. Im not a lawyer but i would say that a promise is equal to a guarantee no matter how you read this point.

The OP didn't answer the other poster's question about if the car was brand new when purchased.

It was brand new when purchased and still within the warranty.

VW do offer a courtesy car even for a service, but there is/was a £12 insurance fee to be paid, sometimes they waive it.

I would "accept or decline" the insurance waiver as appropriate if a courtesy car was even offered. It makes me sad that that everyone else somes to have this option apart from me
thanks for your contributions, sir.

DUTR

sambobo wrote: »

The Promise on their VW website to either provide Courtesy car or a lift to home work. Im not a lawyer but i would say that a promise is equal to a guarantee no matter how you read this point.



It was brand new when purchased and still within the warranty.


I would "accept or decline" the insurance waiver as appropriate if a courtesy car was even offered. It makes me sad that that everyone else somes to have this option apart from me
thanks for your contributions, sir.

I think we all agree having a car not running correctly of any age and any price is upsetting.
I've had VWs for over 20 years, I have never noticed or assumed the offer of courtesy car as a promise and it has always been subject to availabilty, it still puzzles me the lead time to diagnose for a fault.

forgotmyname

Having a car that doesnt work maybe upsetting, having the aircon not work is an inconvenience. Open a window.

Valves in the aircon are not service items, so no your not getting your money back.

A car would have been available if you booked the service/repair stating a car is essential. They would have given you a date where they could have provided one.

You looked on the internet to see if your car was still driveable, even though nobody on the internet had inspected it? Yet my sister had a noisy flywheel for over 2 years before she finally replaced it.

Her only reason for replacing it that soon was when she went to the drive through they could not hear her over the noise of the flywheel.

Nothing like a bit of mechanical sympathy and she has none of that...

Book it in when they have a car available.

Your complaint is just waffle and wont get you far. Way too much you want what. And will go into the muppet offer them nothing pile.

sambobo

Valves in the aircon are not service items, so no your not getting your money back.

They made me pay additional for servicing the Air Con. and after the service the air con did not work. They wrongly claimed it was some 'valves' when in reality it was the fly wheel. Do you think they should make me pay for accidentally breaking my car?

A car would have been available if you booked the service/repair stating a car is essential. They would have given you a date where they could have provided one.

Yes they said 28 days after today, so If i did that i would not be able to drive for 28 days, I booked it in after 8 days and they said a courtesy car is not available. Note I am not expecting a courtesy car; I am expecting a courtesy car OR a lift home/to work as promised on the vw website. Do you think that VW do not have to provide the promise that they advertised?

You looked on the internet to see if your car was still driveable, even though nobody on the internet had inspected it?

Yes i looked on the internet and it did say that it is unsafe to drive if you cannot engage the clutch. I have to turn the car off when at traffic lights, put the gear into second and then start the car which lurches forwards in gear to go. The mechanic at the garage said it was caused by the flywheel. He was the one who diagnosed it. The internet did not inspect my car obviously. I was checking the internet to see what the extent of the damage to the rest of the car would be if i continued driving in this manner. The customer service rep agreed with the internet that it was unsafe to drive the car.

Her only reason for replacing it that soon was when she went to the drive through they could not hear her over the noise of the flywheel.

yes this is also my reason for taking the car to the garage.

Book it in when they have a car available.

that will mean i cant drive for 28 days.

Your complaint is just waffle and wont get you far. Way too much you want what. And will go into the muppet offer them nothing pile.

ok. so do you think it will do better if i dont put what I want on there? or should i change what i want to something simpler like "I want what a paid for?"

thanks for your suggestions.

Jackmydad

Seriously. Have a look at what "precis" means as applied to writing. Then apply it.
People (me included) lose interest very quickly when faced with reading a "wall of text" As already said that's far too long and "needy"

I'd read the small print of what actually is on offer as well. I doubt very much if they will be responsible for any "incidentals" like you not being able to get to work or being late. That really is up to you.

sambobo

Seriously. Have a look at what "precis" means as applied to writing. Then apply it.
People (me included) lose interest very quickly when faced with reading a "wall of text" As already said that's far too long and "needy"

Thanks for informing me that you have lost interest. Hopefully the ombudsman will take more interest. My summary was in the Original Post the long details are in the second Post. I put a warning in the second post because it is a lot of text- I cant just send a summary to the Motor Ombusman because they requested all the details. I originally tried to keep my letter as breif as possible but as a previous responder pointed out that was too hard to follow the context of each bullet point. the previous Wall of guff comment applied to a different post which you may not have read yet. And what does too needy mean? I need to tell the ombudsman what i see as a resolution and I need help from MSE forum and I hope that other people may benefit from this in future.

I'd read the small print of what actually is on offer as well. I doubt very much if they will be responsible for any "incidentals" like you not being able to get to work or being late. That really is up to you.

According to the Ombudsman new car standard, they are not obliged to pay for any incidentals like being late for work. I am not claiming that they are. I am however paying for a service which broke my car and paying for the option of a courtesy car or lift to work which hasnt been delivered and I am claiming that money back.

Many thanks for your contributions @Jackmydad
Can anyone confirm what my consumer rights are here?

debtdebt

You sound like a ball ache of a customer who wants issues fixed that probably won't be covered under warranty.

sambobo

You sound like a ball ache of a customer who wants issues fixed that probably won't be covered under warranty.

As i said before the issues I want fixed are both warranty repairs - my problem is not with the fact that the garage needs to repair the car - obviously any car can have a defect whether it is new or old. But i purchased the car after having seen the advert for "we will keep you moving by giving you a courtesy car or drive you to work" and this is the part they are not fulfilling why does it make me a ball ache to want to receive what i paid (a huge amount of money) for?

DUTR

sambobo wrote: »

As i said before the issues I want fixed are both warranty repairs - my problem is not with the fact that the garage needs to repair the car - obviously any car can have a defect whether it is new or old. But i purchased the car after having seen the advert for "we will keep you moving by giving you a courtesy car or drive you to work" and this is the part they are not fulfilling why does it make me a ball ache to want to receive what i paid (a huge amount of money) for?

I do recall that advert, but it was for vans and commercial vehicles.