Issue with new car

floppy26

Hi.

I purchased a brand new Volkswagen car (from stock) in December '23. Prior to purchasing, I had a long conversation with the sales person that i wanted the new car to have all (if not more) of the features which were already available on my then-current car (a '21 plate VW T-Roc). I also questioned whether the infotainment system was also still the same as because I was aware that Audi (the brand my partner drives) had changed the way the phone connects tot he car (a long story but i explained it all top the sales guy) and was assured all remains the same so i arranged a collection date.

On date of collection, on the hand-over, it was noticed that there were 3 stone chips on the front of the car and I was also unable to connect my phone to the Android Auto system wirelessly (which should be a very straightforward process). I was told the VW dealers will arrange for the stone chips to be sorted and, when this was being done, they would also address the Android Auto issue (if i hadn't resolved it).

I spent several hours the following day trying to connect the phone and/or identify the issue to no avail BUT did find that this was a common problem with other owners of the same car (VW Tiguan). I also noticed that the SatNav software was 18 months out of date. All of this was relayed back to the dealership and they assured me it would be sorted when they tackled the stone chips. 

Early January, they sorted the stone chips and said everything else had been done but the Audroid Auto still wouldn't connect. I had tried several different android phones so i knew it wasnt a phone issue... After speaking to one of the VW Engineer techies, it turns out that VW are aware of an issue with the connection issue (and have been for several months) and are working on a 'fix'. Until this fix is available there is nothing VW can do and i would have to 'plug' my phone into the car if i wanted to use the system. 

I left eh dealership and later that day then noticed that i was also not able to dial a phone contact using the 'voice control' feature from the steering wheel button (a message appears saying i have to purchase this feature at £250).( This was also a working feature of my previous car). I phoned the dealership and expressed my concerns over this and the Android Auto issues and said i felt i had been mis-sold the car and would like the 'Voice control' activated a gesture of good will - they refused.

I have since re-visited the dealership and expressed my concerns and again asked for the Voice control to be activated as a good will gesture but been told no because that would be to the satisfaction of the customer and VW wont pay the £250 (yep, thats exactly what i was told).

So, to date, i have tried liaising with the dealership (and got nowhere), complaining to Group1 VW head-office (no response) and even contacting VW directly who repeat the answer that ' there is a problem with the Bluetooth connectivity and that until there is a fix i would need to hardwire'. Personally i think this is totally unacceptable and that i have been misled into buying a car not fit for purpose.

So i ask you kindly for options... a) What are my options in taking this further and b) am i making too much out of this?

Appreciate any feedback.

born_again

floppy26 said:

Hi.

I purchased a brand new Volkswagen car (from stock) in December '23. Prior to purchasing, I had a long conversation with the sales person that i wanted the new car to have all (if not more) of the features which were already available on my then-current car (a '21 plate VW T-Roc). I also questioned whether the infotainment system was also still the same as because I was aware that Audi (the brand my partner drives) had changed the way the phone connects tot he car (a long story but i explained it all top the sales guy) and was assured all remains the same so i arranged a collection date.

On date of collection, on the hand-over, it was noticed that there were 3 stone chips on the front of the car and I was also unable to connect my phone to the Android Auto system wirelessly (which should be a very straightforward process). I was told the VW dealers will arrange for the stone chips to be sorted and, when this was being done, they would also address the Android Auto issue (if i hadn't resolved it).

I spent several hours the following day trying to connect the phone and/or identify the issue to no avail BUT did find that this was a common problem with other owners of the same car (VW Tiguan). I also noticed that the SatNav software was 18 months out of date. All of this was relayed back to the dealership and they assured me it would be sorted when they tackled the stone chips. 

Early January, they sorted the stone chips and said everything else had been done but the Audroid Auto still wouldn't connect. I had tried several different android phones so i knew it wasnt a phone issue... After speaking to one of the VW Engineer techies, it turns out that VW are aware of an issue with the connection issue (and have been for several months) and are working on a 'fix'. Until this fix is available there is nothing VW can do and i would have to 'plug' my phone into the car if i wanted to use the system. 

I left eh dealership and later that day then noticed that i was also not able to dial a phone contact using the 'voice control' feature from the steering wheel button (a message appears saying i have to purchase this feature at £250).( This was also a working feature of my previous car). I phoned the dealership and expressed my concerns over this and the Android Auto issues and said i felt i had been mis-sold the car and would like the 'Voice control' activated a gesture of good will - they refused.

I have since re-visited the dealership and expressed my concerns and again asked for the Voice control to be activated as a good will gesture but been told no because that would be to the satisfaction of the customer and VW wont pay the £250 (yep, thats exactly what i was told).

So, to date, i have tried liaising with the dealership (and got nowhere), complaining to Group1 VW head-office (no response) and even contacting VW directly who repeat the answer that ' there is a problem with the Bluetooth connectivity and that until there is a fix i would need to hardwire'. Personally i think this is totally unacceptable and that i have been misled into buying a car not fit for purpose.

So i ask you kindly for options... a) What are my options in taking this further and b) am i making too much out of this?

Appreciate any feedback.

Did you say exactly features you were talking about?
As in my experience a sales person will have little idea on any features from a old car compared to a new one. Many struggle with differences between features on their new cars.

MeteredOut

born_again said:

floppy26 said:

Hi.

I purchased a brand new Volkswagen car (from stock) in December '23. Prior to purchasing, I had a long conversation with the sales person that i wanted the new car to have all (if not more) of the features which were already available on my then-current car (a '21 plate VW T-Roc). I also questioned whether the infotainment system was also still the same as because I was aware that Audi (the brand my partner drives) had changed the way the phone connects tot he car (a long story but i explained it all top the sales guy) and was assured all remains the same so i arranged a collection date.

On date of collection, on the hand-over, it was noticed that there were 3 stone chips on the front of the car and I was also unable to connect my phone to the Android Auto system wirelessly (which should be a very straightforward process). I was told the VW dealers will arrange for the stone chips to be sorted and, when this was being done, they would also address the Android Auto issue (if i hadn't resolved it).

I spent several hours the following day trying to connect the phone and/or identify the issue to no avail BUT did find that this was a common problem with other owners of the same car (VW Tiguan). I also noticed that the SatNav software was 18 months out of date. All of this was relayed back to the dealership and they assured me it would be sorted when they tackled the stone chips. 

Early January, they sorted the stone chips and said everything else had been done but the Audroid Auto still wouldn't connect. I had tried several different android phones so i knew it wasnt a phone issue... After speaking to one of the VW Engineer techies, it turns out that VW are aware of an issue with the connection issue (and have been for several months) and are working on a 'fix'. Until this fix is available there is nothing VW can do and i would have to 'plug' my phone into the car if i wanted to use the system. 

I left eh dealership and later that day then noticed that i was also not able to dial a phone contact using the 'voice control' feature from the steering wheel button (a message appears saying i have to purchase this feature at £250).( This was also a working feature of my previous car). I phoned the dealership and expressed my concerns over this and the Android Auto issues and said i felt i had been mis-sold the car and would like the 'Voice control' activated a gesture of good will - they refused.

I have since re-visited the dealership and expressed my concerns and again asked for the Voice control to be activated as a good will gesture but been told no because that would be to the satisfaction of the customer and VW wont pay the £250 (yep, thats exactly what i was told).

So, to date, i have tried liaising with the dealership (and got nowhere), complaining to Group1 VW head-office (no response) and even contacting VW directly who repeat the answer that ' there is a problem with the Bluetooth connectivity and that until there is a fix i would need to hardwire'. Personally i think this is totally unacceptable and that i have been misled into buying a car not fit for purpose.

So i ask you kindly for options... a) What are my options in taking this further and b) am i making too much out of this?

Appreciate any feedback.

<snip>

As in my experience a sales person will have little idea 

<snip>

Fixed that for you

OP, did you get anything in writing from the salesperson, or have they since agreed that they said the features were on the new car?

floppy26

born_again said:

Did you say exactly features you were talking about?
As in my experience a sales person will have little idea on any features from a old car compared to a new one. Many struggle with differences between features on their new cars.

I didn't list each and every feature, no, but i did make it clear that if it was on the T-Roc it would also be a requirement on the new car. The sales guy had already offered me 2 other Tiguans but, once i pointed out there were features missing (compared to the T-Roc), i said i wasn't interested in those. 

floppy26

MeteredOut said:

born_again said:

floppy26 said:

Hi.

I purchased...

<snip>

As in my experience a sales person will have little idea 

<snip>

Fixed that for you

OP, did you get anything in writing from the salesperson, or have they since agreed that they said the features were on the new car?

No nothing in writing at that time. Following the issues, i do have written confirmation that VW have been aware of the issue (before i purchased) and that i would be contacted when this becomes available. They would not advise when this would be.

TELLIT01

My experience of car salespeople is that they would say their granny was a virgin if they thought it would get them a sale.  There were a number of known issues with the model of car I purchased but none of those were volunteered by the sales guy.  Fortunately I haven't had any of those known problems with my car.

Experience now tells me to get everything in writing before signing the agreement.

The satnav info being woefully out of date doesn't surprise me.  On my car it is updated by SD card which is only updated once a year, and the information was about 18 months out of date before the SD card was released.  The manufacturer then stopped creating any updated cards just a couple of years after the model production was ended.  Consequently my satnav now has maps which are at least 4 years out of date.

tacpot12

I'm afraid you are going to struggle to exercise any consumer rights regarding the Voice Control unless you have evidence that the salesperson stated that the car would have the same functionality as your current car, and no sane salesperson would do this because specifications change all the time. As you had the change to examine the car, I don't think a court would expect the sales person to go through the car you has selected to check it had all the same features as your current car. You know what these features are, and were best placed to check that the car you were buying had everything you wanted. Sorry. 

Mr.Generous

TELLIT01 said:

My experience of car salespeople is that they would say their granny was a virgin if they thought it would get them a sale.  There were a number of known issues with the model of car I purchased but none of those were volunteered by the sales guy.  Fortunately I haven't had any of those known problems with my car.

Experience now tells me to get everything in writing before signing the agreement.

The satnav info being woefully out of date doesn't surprise me.  On my car it is updated by SD card which is only updated once a year, and the information was about 18 months out of date before the SD card was released.  The manufacturer then stopped creating any updated cards just a couple of years after the model production was ended.  Consequently my satnav now has maps which are at least 4 years out of date.

Some manufactures release map updates online and you can download and transfer them to your SD card. It won't work on a blank card, it has to be a card with maps on that already works, I think they have a hidden partician on the SD card with a key on it.

Hoenir

TELLIT01 said:

The satnav info being woefully out of date doesn't surprise me.  On my car it is updated by SD card which is only updated once a year, and the information was about 18 months out of date before the SD card was released.  The manufacturer then stopped creating any updated cards just a couple of years after the model production was ended.  Consequently my satnav now has maps which are at least 4 years out of date.

On my vehicle updates were provided free for the first 3 years. Subsequently you have to pay for this to be done. Cheaper and easier to use Google maps as and when. . 

400ixl

VAG group cars maps can be updated over the air or by download to SD card provided the subscription is up to date which it should be on a new car.

Saying you want the same options as another model in a different range even by the same manufacturer is going to be difficult to replicated as different models within the range on different years will have different trim levels and different options which could be added.

If Android Auto is essential and its going to be an unknown amount of time before there is a fix, then you could purchase an adapter (AAWireless is the best one out there) and convert the wired AA to wireless that way.

TELLIT01

Hoenir said:

TELLIT01 said:

The satnav info being woefully out of date doesn't surprise me.  On my car it is updated by SD card which is only updated once a year, and the information was about 18 months out of date before the SD card was released.  The manufacturer then stopped creating any updated cards just a couple of years after the model production was ended.  Consequently my satnav now has maps which are at least 4 years out of date.

On my vehicle updates were provided free for the first 3 years. Subsequently you have to pay for this to be done. Cheaper and easier to use Google maps as and when. . 

When you purchase a car with satnav built in, you shouldn't have to revert to a 3rd party system after 3 years.  T