Car taking ages to get repaired under warranty; dealer isn't being helpful

h2g2

I bought the car mid-November from a dealer. The car is 2nd hand.

It was provided with a warranty.

Around January I noticed 2nd gear (and occasionally reverse gear) weren't always biting correctly and notified the dealer. I asked whether I could get a courtesy car until mine was repaired, and was told [over the phone] it would be no problem.

On January 13th I took the car in for repair and they tried to organise the hire car. However, I was declined by their insurer because I have not had my license for a full year yet.  They also told me that because I was bringing the car in on a weekend I wouldn't be able to pick it up on Monday (referring to the 15th). I told them I would probably have to wait till Saturday the 20th to pick it up regardless.

They said they'd message me with progress and to expect a message. To be honest, I thought a "next day" fix wouldn't have been reasonable to expect in any case, and [privately] figured it would be closer to a week or two.

I told them if it took longer than two weeks I was travelling to an event about 250 miles away and needed to take a car, and would I be able to hire one? They said they'd look into it.

I took public transport back home.

On January 20th I sent a message asking for an update, because if I couldn't pick the car up in the next week I'd have to organise a hire car. I got an automated message to expect a call on Monday 22nd.

On January 22nd I got messaged saying the car was with a gearbox specialist and needs a 2nd gear syncro.

On Tuesday January 23rd with no update on when the car might be ready I phoned again, asking for an update and asking about authorising a hire car. I was told that I'd need a manager for that, but the manager was unavailable, but they'd take my number and call me back.

This was repeated on Wednesday and Thursday, with Thursday being the deadline to organise the hire car so I could leave early on Friday morning. The message was always the same: "I need to ask a manager but they're [on lunch/off this afternoon/off this morning/in a meeting]. I'll make sure they call you back."

I hired a car for a reasonable price and did my trip. The warranty documentation says I can hire a car for up to 7 days at no more than £50/day. I had six days in total (Thursday-Tuesday) for ~£200.

I've been trying to contact them since returning asking how long it will be to get the car back and whether I can get the hire covered.

They keep telling me there's some issue with getting the repair approved (it's underwritten by an RAC warranty, rather than being their own) which is still pending, and that they're not authorised to discuss covering the car hire and that they'll have a manager phone me back.

They never phone me back.

I got a message from RAC Auto Warranty on 1st February telling me my claim had been *registered*, and giving me a reference number. But the dealer keep telling me the claim isn't authorised yet.

I have another long trip I'll need a car for on 17th/18th February (16th-19th in practice) and am still without a vehicle, and still getting told a manager will call me back about car hire.

What can I do? Do I just have to eat the cost, or can I compel the dealer to cover the car hire? (Within reason obviously - I wouldn't expect them to cover the full cost of a supercar or anything.)

DullGreyGuy

Your claiming under a warranty and so bound by the terms of the warranty 

There are very well published issues with long delays on parts etc which is causing repairs to take much longer. It can also mean some are being more creative with sourcing parts which makes claims approvals more complex. You may well have seen that this is one of the fundamental driver on the average 50% increase in Motor premiums last year (if you are a non-fault party then the fault party insurer does have to pay for hire/courtesy car for the full duration of the repair, some are 6 months + on a like for like basis). 

You really need to get a clear answer on what the cause of the delays are and what options there may be to accelerate them. 

h2g2

Given that this is a mechanical issue that - presumably - existed in the car when it was purchased, would that make the dealer the at-fault party?

h2g2

As a question:

I've finally had an explanation for what's been happening. There's been a dispute between the dealer and the warranty provider (RAC) over whether the problem was pre-existing, with the RAC insisting they won't cover it.

Anyway: it's finally being done next week, I'm told.

However, the guy I spoke to who organised the whole thing also said he may ask me to make a contribution to the repair costs. (I did not say I agree to this.) He said the cable for the gear between the gear box and the gear lever was kinked, which is usually evidence of someone being too rough with the gear lever. I pointed out that the car wasn't remaining in gear and I had to physically hold the gear lever in second gear, sometimes with some force, to stop it jumping out of gear. I said as much in the form when I first reported it, and that I had to drive the car home from where it started happening and then to the dealer for repair. The dealer said they want to change out all those cables and the clutch as well.

In any case, I'd had the car less than two months when I reported it needed repair. Surely it's on them to prove any repair was necessary if they want to charge me for it? And surely if the damage was pre-existing they have to pay for it? And if it wasn't it's covered by the warranty? What happens if they try to charge me for extra repair and I tell them I'd rather return the car?