Motor Ombudsman Advice

debtdebt

I've done a google search for that strapline and can't find it anywhere. Do you have a copy of the terms and conditions of sale which include that statement? If it was in an advert, sometimes terms of an advert aren't necessary binding.

If you feel so strongly, go to the ombudsman. I doubt they'll back you up.

DUTR

debtdebt wrote: »

I've done a google search for that strapline and can't find it anywhere. Do you have a copy of the terms and conditions of sale which include that statement? If it was in an advert, sometimes terms of an advert aren't necessary binding.

If you feel so strongly, go to the ombudsman. I doubt they'll back you up.

Have a look at this
In the 1st few pages you see the gaurantee, which is a premium service for commercial vehicles.

k3lvc

sambobo wrote: »

Brand new VW POLO in oct 14. and currently on 40000 miles. The Warranty will last until Oct 17 and 60K miles. I will still be on the PCP contract until november 18.

The PCP is irrelevant in this - as you see already your PCP runs for at least a year beyond your warranty and in that period they're not going to step in and pick up repair issues to keep you running

sambobo wrote: »

Exactly, before buying this car i checked with everyone i could find who had purchased a car under PCP and they all said this same story. One guy who had a BMW at work even had a team of BMW mechanics arrive in 2 vans to our work car park to fix his 3 series AND brought along a brand new I8 just in case they couldnt get it working again and this was 30 minutes after he phoned them. I have also heard similar sounding stories from people who drive nissans, fords and hyundai so its not just 'luxury' car drivers like yourself who get courtesy cars.

Courtesy cars are in limited supply and often prioritised to long-standing/loyal/profitable customers - you were offered one but not in what you consider to be a reasonable timescale. They're also used on occasions as a sales tool to encourage potential customers to upgrade. I suspect you and your attitude fell into neither of these buckets.

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?

As per other posts your expectations seem to be wrong

a) you don't choose whether something is a warranty repair or not
b) unless you show other evidence you seem to have been called out on the 'keep you moving' aspect

As a couple of questions that may redeem things

a) Have you used the A/C over winter (and therefore followed the handbook) or have you had it switched off and it mysteriously didn't work after a few months of non-use ?
b) Have you called the recovery service re the flywheel ? Assuming they agree it's undrivable and not self-inflicted then let them recover the car, provide you with a replacement and then see how long the repairs take

Jackmydad

sambobo wrote: »

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.

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?

You're welcome.
You obviously know exactly what you are doing. Good luck with your claim.
I'm gone.

sambobo

Www volkswagen co uk/owners/servicing/service-promise

Replace the spaces with dots as forum won't let me post URLs

When I purchased the car it only had 8 promises but the wording of the courtesy car / lift to work one was the same.

sambobo

a) you don't choose whether something is a warranty repair or not
b) unless you show other evidence you seem to have been called out on the 'keep you moving' aspect

A. I know. The problems are all warranty ones. Where it does get tricky is with things like the clutch where the warranty terms say it is exempt unless there is evidence of manufacturing defect as the root cause.
B. What do you mean by called out ?

As a couple of questions that may redeem things

b) Have you called the recovery service re the flywheel ? Assuming they agree it's undrivable and not self-inflicted then let them recover the car, provide you with a replacement and then see how long the repairs take

A. Yes it was running every other day during the winter but of course it was not obvious as to whether it was working or not because it was already cold outside.
B. my recovery service is with green flag and they do not have to provide a replacement vehicle . No I haven't called them but will be calling them on Thursday to take me to the garage.

AdrianC

sambobo wrote: »

1. I purchased the VW Polo brand new from Motorline Gatwick VW on PCP in October 2014 and have had no problem with car until taking it in for a routine service on August 1st 2016.

Safe to say it's not a manufacturing problem, then, which is what the warranty is for.

2. 1/8/16. At the routine service the service advisor said that my car would be in breach of warranty if I did not pay for an additional Air Conditioning service.

3. 3/3/17. On the next hot day since the AC service, I noticed the AC was once again not working and called to arrange the next available booking which was in 4 weeks. It was very distressing for me to have no Air Conditioning for this amount of time; a huge inconvenience.

You hadn't noticed for SEVEN MONTHS (including August) that the aircon wasn't working, yet it's suddenly "very distressing" in March?

4. 7/4/17. I returned the car for rectifying the air conditioning problem four weeks after booking the car into the garage. Again after asking I was informed that no courtesy cars were available.

You'd not requested one when you booked the car in?

6. 28/05/17. The following morning the car suffered a breakdown. This is still the case on the day of writing this letter, the car will not go into gear with clutch operation.

7. 01/06/17. At my earliest convenience when the garage was open

28th - Sunday.
29th - BH Monday.
30th - Tuesday, normal working day.
31st - Wednesday, normal working day.
1st - Thursday, normal working day.

So that's two normal working days that you didn't even bother to phone them.

I took my car to the Motorline VW garage.

Thought you said you couldn't get it into gear...?

Here the issue was diagnosed as a flywheel problem
...booked my car in for inspection into the extent of the damage to other parts of the transmission and repair on 8/6/17. The Trainee service advisor asked me if I wanted to be driven to work and I said yes. I then asked how soon the driver could drop me off (the context here is that I assumed that I would have to wait for around 30 minutes for the VW driver to get ready before he dropped me at my work place on the same day) but the Trainee services advisor told me that he had booked my lift to work 8 days from now. He then informed me that I was supposed to drive my car away and then return on 8/6/16 at which point I would then get a lift from VW to work.
...
9. No drive to work or home was offered for 8 days.

Sorry, you were expecting a personal taxi service for a week, despite your car apparently being perfectly drivable?

10. Drive to work offered 8 days after the event. (far too late to be convenient)

Umm, no - that's the day that your car's booked in for work...

13. 01/06/17. I immediately called the main VW customer services (Milton Keynes) who attempted to get me to arrange taking car to another garage “Caffyns” in Hawyards Heath.

Yep, if you don't like that dealer, try a different one. That's the way it works.

I cannot afford a hire car with my own finances

TravelSupermarket can rent you on from Gatwick tomorrow morning until Friday morning for £66.

16. 01/06/17. After a few hours had passed I had searched google to see if it was safe to drive a car with faults.

The dealer had looked at it, and told you it was fine.

I then asked for an extended warranty to cover brakes and other components in the car which will have been exposed to excessive wear caused by the flywheel issue

Seriously?

I do not think it is unreasonable for a customer to get what they pay for and I think it is illegal not to.

You paid for a new car, two and a half years and 40,000 miles ago. You've had that car for that time. Are they taking it away from you?

forgotmyname

What has the clutch/flywheel got to do with the aircon?

If they dont have a courtesy car for you then take it elsewhere? Its a wear and tear item so probably cheaper to do that anyway.

k3lvc

sambobo wrote: »

Www.volkswagen.co.uk/owners/servicing/service-promise

Replace the spaces with dots as forum won't let me post URLs

When I purchased the car it only had 8 promises but the wording of the courtesy car / lift to work one was the same.

Fixed the link for you - but you've conveniently missed out one of the headlines that's states quite clearly 'participating retailers only'. Given you didn't buy from VW directly did you clarify with your dealer that they were participating ?

sambobo

@adrianC essentially it's "yes" to all your comments although I'm uncertain how helpful those points you are making are to strengthening my case?

Apart from your first point. It was a manufacturing defect and will be fixed under warranty. Confirmed by the ehead mechanic at motorline.

In response to your final question. Yes they have taken my ability to drive around away from me until this problem is rectified.

Thanks for your consideration