Car Dealer attempting to charge for diagnostics on almost new car

Pat38493

If a car dealership is trying to say that you need to pay for diagnostics on a brand new car that is only a few weeks old to diagnose a fault, and the diagnostic fee is not refundable, even if it turns out to be a warranty fault (which it almost certainly will), is this valid?

I would think that in this case you would just tell the dealer that they have to diagnose and rectify the fault under the sale of goods act and no charge is due to the customer?

Wonka_2

Is the car dealership the same one you bought it from ? And is it a specific fault or just something you feel isn't right ?

Assuming the same dealership I'd be heading back to see the salesman/Sales Manager and letting them sort out how they handle any internal charges

born_again

Yes.
If it's a warranty repair, then it will be refunded.

Remember dealer will only get paid for their time if a warranty repair.

Mark_d

Can you arrange the diagnostic work through the warranty people?  When I had a similar situation a number of years ago, this is what I did.  And the process went fairly smoothly

Pat38493

Wonka_2 said:

Is the car dealership the same one you bought it from ? And is it a specific fault or just something you feel isn't right ?

Assuming the same dealership I'd be heading back to see the salesman/Sales Manager and letting them sort out how they handle any internal charges

Yes same dealership and it's an intermittent fault that a certain warning comes up on the display randomly about one int 5 times that you start the car.  however if you switch the car off and on again, the issue clears.  

This hasn't happened yet but another person with the same car told me that Volvo dealers will try to do this to you even if it's a new car.

I will take a photo and evidence of the issue so that they cannot claim that there is no issue happening (intermittent fault).

As mentioned in my OP, I would see this as a Sale of Goods act issue rather than a warranty issue so I would not intend to pay for it.  

eskbanker

Pat38493 said:

As mentioned in my OP, I would see this as a Sale of Goods act issue...

Make sure you quote the correct legislation if it gets to that stage - the Consumer Rights Act 2015 superseded SOGA in most consumer rights situations.

Wonka_2

Pat38493 said:

Wonka_2 said:

Is the car dealership the same one you bought it from ? And is it a specific fault or just something you feel isn't right ?

Assuming the same dealership I'd be heading back to see the salesman/Sales Manager and letting them sort out how they handle any internal charges

Yes same dealership and it's an intermittent fault that a certain warning comes up on the display randomly about one int 5 times that you start the car.  however if you switch the car off and on again, the issue clears.  

This hasn't happened yet but another person with the same car told me that Volvo dealers will try to do this to you even if it's a new car.

I will take a photo and evidence of the issue so that they cannot claim that there is no issue happening (intermittent fault).

As mentioned in my OP, I would see this as a Sale of Goods act issue rather than a warranty issue so I would not intend to pay for it.  

Maybe best to approach your dealer with an open mind - then if they make the same claim you can walk away, lose any emotion, and return soon afterwards with your evidence - involving the sales team as necessary

Hoenir

Pat38493 said:

This hasn't happened yet but another person with the same car told me that Volvo dealers will try to do this to you even if it's a new car.

Why not speak to your dealer and obtain clarification. 

Lorian

I have no experience of Volvo but it has become more common with other makes to charge a diagnostic fee which IS refunded if a fault covered by warranty is found. 

Have you looked for a Volvo forum with a model specific section? Someone there may well know the issue from the description of the fault.

WellKnownSid

Pat38493 said:

This hasn't happened yet but another person with the same car told me that Volvo dealers will try to do this to you even if it's a new car.

Pretty much all dealers will do this.  This is to stop the tide of people making silly claims in order to waste time.  Just this week my son had to deal with:

1. Customer complaint: seats are too hot and uncomfortable in warm weather.  Fix: turn off heated seats.

2. Customer complaint: warning light appearing on dash.  No faults found, after contacting supplying dealer for any background, service advisor was informed that "this particular customer likes to make up faults prior to a long journey so that he was supplied with a free courtesy car and free fuel".

3. Customer complaint: Noise from front corner of car.  Fix: tyre has absolutely no tread, down to cords in several places, dangerous to drive.  Customer response: "I have a 500 mile journey this afternoon, I don't have time to wait for a tyre".

4. Customer complaint: completely out of the blue warning lights have appeared on dash, bonnet will not shut.  Fix: customer has crashed the car causing significant front-end damage and pedestrian airbag deployment.

You cannot make this stuff up...

chrisw

In my experience of Volvo dealers, they charge a diagnostic fee which is then refunded if a fault is found covered by warranty. Volvo do seem to be pretty good at covering faults through warranty and good will so I've never had a problem getting the diagnostic fee back, annoying as it is.