Van warranty

davidrob83

Hi all,


I am looking for some advice.


I am a committee member for a local charity. We bought a brand new VW Transporter van from Marshall VW in S!!!!horpe in May 2016.


In January 2019 we took the van to them for a diagnostic as the van had lost power whilst driving. The did the diagnostic, said a part would need ordering (under warranty) and would be in touch when the part was in.


For the next YEAR we were chasing the garage. Initially they said if nobody has rung the part isn't. That evolved to 'somebody will ring you back' (they never did). Eventually we got irate that this had been going on for a year and finally an honest member of staff apologised and said the paperwrk wasn't filled in properly, they have no idea what part is needed. They did another diagnostic for free and identified that a new EGR valve was needed. They said this would cost over £800 as the warranty had expired during the year we spent chasing them. We argued that it should be done for free under the warranty as it is the dealer's fault it wasn't done. We told them of the fault in the warranty period and chased them repeatedly. They offered a discount but still expect a charity to pay hundreds as a result of their mistake.



I have complained, I took it to the VW franchise director of the group but he did not provide any better offers and was actually quite acusatory.


So should it be done under warranty? Is there anything else I can do?

Aylesbury_Duck

As it's a business transaction, the charity doesn't have consumer rights. The terms of the contract apply (including any warranty) and if you believe the dealership have broken them, a letter before action setting out the desired resolution is the way forward, then legal action if that isn't forthcoming.

gettingtheresometime

Get in touch with VW Head Office Customer Service directly?


Depending on how willing you are to take things, I'd suggest getting the media invlved

ssparks2003

You could try contacting the group Daksh Gupta daksh.gupta@marshallweb.co.uk Marshall's is a family business who pride themselves on community so Daksh may pull some strings

davidrob83

ssparks2003 wrote: »

You could try contacting the group Daksh Gupta [EMAIL="daksh.gupta@marshallweb.co.uk"]daksh.gupta@marshallweb.co.uk[/EMAIL] Marshall's is a family business who pride themselves on community so Daksh may pull some strings

gettingtheresometime wrote: »

Get in touch with VW Head Office Customer Service directly?

Depending on how willing you are to take things, I'd suggest getting the media invlved

I emailed Mr Gupta initially. He got back to me straight away putting me onto the VW franchise director. Sadly that guy was not particularly helpful and seems to think it is goodwill to expect us to fork out over £300. Went back to Mr Gupta and he just said that it is for the VW franchise director to deal with.


I have got in touch with VW directly now, waiting to hear back. Thank you.