Help Dealing With Car Dealer - Faulty Car

sheramber

the first thing they have to do is identify where the metal filings came form.
I will take time for that work to be done before they can  establish whatt the cause is and  what is needed to fix it.

Then they will have to establish who is going to be responsible for the cost of the repair.

Give them a week to make some headway and then ask for an update.

A pleasant phone call or email asking for an update may get more  attention than in a disgruntled one- not that i am saying  you were. It is normal to get frustrated when you are getting no answers but they may not have an answer to give you yet.

Their experience of dealing with customers  looking for answers that they do not have probably means it is easier to avoid confrontation by not speaking to them.

Alternatively, can you drop in and  talk to them?

MakingLifeMine

Luckily I always try to be pleasant on the phone as I know it’s not the front ends staff fault that something is wrong with the car.

They did get back to me and state that they haven’t had a chance to do the test as they are busy with other cars and they will get round to it when they can.

So I guess they will get round to it when they get round to it. I’m not quite sure how to take that response.

As it has been advised that it will take time, I guess I will wait until next week Friday to call up for an update.

it just frustrating because they asked me to drop the car off on the 4th. I made sure it got to them on the evening of the 3rd. We are now on the 15th and I have to wait for them to get round to it, so I sit here and wonder if I’ll even get the car back this month.

hiring is expensive 🥲🥲

sheramber

When they asked you to get it in they would have a space to look at it.

Once they did, nd then make further enquiries they are probably booked up with other jobs.

Have you explained that you need  a car and asked for a courtesy car since they cannot get your car back to you.?

diystarter7

Could the car have been misfueled at any stage ie before you bought it?

MakingLifeMine

They said ‘we don’t do courtesy cars’ so I had no choice but to hire.

I am not sure if it has ever been misfueled and I am not sure if the owners that sold the car to the dealership would have notified them if it had.

I definitely have never put diesel instead of petrol in my car. for a moment, I did sit and wondered if I had a diesel car and was filling up with petrol by mistake, but my car is 100% petrol and I have been filling it up correctly.

I had questioned it because the first time it went wrong in June, the receptionist tried to make it seem like it was my fault for putting the wrong fuel in my car.

I have a receipt for every topup and I can prove that if they try and say it’s me.

MakingLifeMine

Just updating incase anyone else browses the forum and is going through something similar. The dealership will have had my car a month this Friday and they still haven't even started to investigate what is wrong with the car. They've done absolutely nothing which I think is unacceptable.

I contacted the consumer rights number who believe that I have a case as the dealership had written me an email stating the same issue that they supposedly repaired 4 months after the purchase has reoccurred so they should be repairing the car free of charge and within a reasonable time.

I can argue that they have taken an unreasonable amount of time as they have had the car for nearly a month and have not initiated an investigation or repair.

What I also did not know (and did not think was relevant at the time) was that my finance company could get involved as they technically own the car until the car finance has been paid in full. I called them and they are now going to get involved also to get the garage to work towards getting the vehicle repaired in what they believe is a satisfactory time frame from the date they begin the investigation.

Personally, I am livid. Repairs take time, I understand that, but to have the car for almost a month and not have done anything is ridiculous. 

I'm likely spoilt because my local garage is a family-owned garage and their customer service is stellar, so I'm comparing their service with what I have been used to for the past 8 years.

I wish I could update you on where the metal fillings have come from but nothing to update on that just yet.

HampshireH

Have you put a complaint in?

There is absolutely no way you should be having to pay finance on a vehicle and additional hire car costs because a garage is too busy to look at your car.

I would be putting my complaint in writing, examining the weekly hire costs as a result of their refusal to offer a replacement vehicle and requesting payment in full us any on going costs associated due to the ongoing delays (I e. Extra hire costs).

MakingLifeMine

HampshireH said:

Have you put a complaint in?

There is absolutely no way you should be having to pay finance on a vehicle and additional hire car costs because a garage is too busy to look at your car.

I would be putting my complaint in writing, examining the weekly hire costs as a result of their refusal to offer a replacement vehicle and requesting payment in full us any on going costs associated due to the ongoing delays (I e. Extra hire costs).

Yes, I put in a formal complaint with the finance company and I have kept a copy list of the expenses I have incurred so far plus the receipts. 

[Deleted User]

Have you made the dealer aware of the hire costs they are racking up by not looking at the car? If they know it's costing them money to do nothing they might be more inclined to act.

MikeJXE

It's unbelievable a main Ford dealer does not have access to curtesy cars, what happens when new car buyers bring theirs in for servicing ?