Free car servicing not being honoured

arrond

You don't know that for certain because in your own words, you "couldn't 100% recall" and you don't have the agreement to hand.

Actually I do know that. When I said I couldn't recall, I was talking about whether my servicing was included or not; rather than recalling if I had some form of voucher to redeem. I didn't.

I was also told by the dealer (at the second service) that their system didn't add my free servicing when I purchased the car, but instead 6 months later (for an unknown reason). This is why they mistakenly charged me on my first service, as one year hadn't elapsed by that point.

arrond

You are the one that needs to demonstrate your entitlement to a free service. My 2 free services are clearly stated on the sales invoice that I take with me at service time.

Actually, in my case, I don't believe that is true.

arrond

That's quite the assumption. I strongly suspect the documentation puts the onus on you to say "I've got a service plan". Even if it doesn't explicitly, you had the opportunity to remind them.

There isn't any documentation regarding the free servicing. I know that for a fact. I am 99% certain on the sales invoice it simply mentions "including two years servicing" or words to that effect.

Nobody has claimed that I personally failed to do anything, and the dealer has basically stated it is their system that is at fault.

I don't dispute that last year I could have said "I don't think I am meant to pay for this", but I simply forgot. With this in mind, all I am asking is where I stand, if there was no expectation on me to 'do anything' in order to be eligable?

Aylesbury_Duck

arrond wrote: »

There isn't any documentation regarding the free servicing. I know that for a fact. I am 99% certain on the sales invoice it simply mentions "including two years servicing" or words to that effect.

Nobody has claimed that I personally failed to do anything, and the dealer has basically stated it is their system that is at fault.

I don't dispute that last year I could have said "I don't think I am meant to pay for this", but I simply forgot. With this in mind, all I am asking is where I stand, if there was no expectation on me to 'do anything' in order to be eligable?

I have no idea, because I don't know the terms of the agreement. "99% certain" and "words to that effect" are quite pivotal to what your rights are. In the absence of complete information no one can tell you where you stand.

I suggest you come back for advice when you have all the information to hand, because we (and you) are all just guessing. If you can't lay your hands on something definitive then I suggest you don't have any comeback at all, but the documentation will at least give you something other than supposition to argue with.

arrond

I have no idea, because I don't know the terms of the agreement. "99% certain" and "words to that effect" are quite pivotal to what your rights are. In the absence of complete information no one can tell you where you stand.

I literally said, "there isn't any documentation". There is only the sales invoice.

All it says on the sales invoice is that I purchased a car and it says "including two years free service" (or words to that effect). The fact I have stated it is "words to that effect", literally means that. The wording doesn't go into any further detail about the servicing or any terms of eligibility. I KNOW that to be the case, but if you still can't be of any help, maybe just move onto another post.

Aylesbury_Duck

You don't get it, do you. No one can provide any definitive help with the information you've provided so far and getting stroppy isn't going to elicit any more help. It's just too vague. We can guess and we might be right, we might be wrong, but you're no better off as a result.

I'll try a different approach.

Yes, you're entitled to a refund of the service you've already had carried out. If they don't agree, issue them with a letter before action and take them to small claims court if they still don't act.

Better?

arrond

Yes, you're entitled to a refund of the service you've already had carried out. If they don't agree, issue them with a letter before action and take them to small claims court if they still don't act.

Perfect. Although I may take a second opinion on that recourse, just because this statement made me doubt your expertise:

If you can't lay your hands on something definitive then I suggest you don't have any comeback at all

Really? Despite the dealer honouring the second service, and admitting that they had failed to add my free service offer to their database.

I don't understand the need to be so pedantic on these forums. So what if your answers are based on hypotheticals to some degree?

Yes it may mean it has caveats in my EXACT circumstances (although I feel I have been clear about the fact THERE IS NO documentation or expectation on me); but most of the future readers of this post will be people in similar circumstances, so the advice can be useful to them. So long as it is made clear that the advice is conditional (which that is what most of the replies have focused on, rather than being in any way helpful), I don't see the problem.

All people are looking for is opinions based on the facts they have to hand. You aren't in a position to offer ACTUAL legal advice anyway, so maybe just try being helpful rather than pretending you are a lawyer.

giraffe69

Another person who has, may be, a legitimate complaint and because he is asked for more information throws a strop. Why bother if that is the view?
I'd
a. read my documentation
b. Take it to the garage if it supports the fact I should not have paid for Service 1 (Personally I'd take the money off service 3 if that is offered)
c. Require a refund and if they refuse send them a letter before action. That way they may decided it is better to refund than have the aggravation of a small claim to defend.

arrond

Another person who has, may be, a legitimate complaint and because he is asked for more information throws a strop.

I didn't throw a strop. It is just I made it very clear that I didn't have the sales invoice to hand, but I knew what it didn't include (any terms regarding the free service), so I knew it wasn't relevant. To be then told (several times), well we can't help you then, just seems pointless. Don't reply then.

Aylesbury_Duck

arrond wrote: »

Perfect. Although I may take a second opinion on that recourse, just because this statement made me doubt your expertise

Why? You only seem to like opinions that agree with your own and that one does.

Really? Despite the dealer honouring the second service, and admitting that they had failed to add my free service offer to their database.

Possibly, but that's the whole crux of this thread and if you're so certain you're right, why post in the first place?

I don't understand the need to be so pedantic on these forums. So what if your answers are based on hypotheticals to some degree?

It's not pedantry, it's trying to provide something beyond an educated guess to someone too eager to form a view before they have all the information to hand. You can have all the hypothetical answers you want but you seem to only want to hear you're right.

All people are looking for is opinions based on the facts they have to hand. You aren't in a position to offer ACTUAL legal advice anyway, so maybe just try being helpful rather than pretending you are a lawyer.

If you want legal advice, get it. I've never pretended to be a lawyer. In fact, my very point has been that to offer any definitive advice based on your vague (but somehow now certain) facts would not be helpful.

The thread has served its purpose anyway. You've managed to wholly convince yourself of your absolute entitlement to a full refund, and that's thanks to persistence from me and other posters. You should be happy that you've convinced yourself of the strength of your own position. And you did it without having any more information to hand than you did at 12:30pm.