DSR and extras

Nebulous2

I'm in the process of buying a new vehicle online. Pre-registered, an updated version of the one I currently have and I'm happy with the price / spec etc. I've seen photos, video etc. 

 However the communication has been infuriating. Contacting anyone, getting an answer to a simple question "Did you get my deposit ok?" is much harder work than it should be. Its a big chain and I'm very close to contacting the head office complaints team. The receptionist is wasted, she should be in a GP surgery, with her skill at diverting requests. 

I've asked them to fit a towbar.

I'm considering pulling out altogether and going elsewhere and recognise I can do that under distance selling regulations. 

How does that work with the towbar however? Given the vehicle has been modified for me, am I committed to that, or paying for that? 

born_again

Large group = payments (expect this is a bank transfer) going to head office. Which branch won't have access to.
So branch will have to wait for finance team to tell them deposit has arrived. 
Of course finance team won't work weekends..

Goudy

And you expect elsewhere to be better?

If it's a busy dealership, they do tend to work at a certain speed and can't always deal immediately with queries and requests. 
Yes the sales team are initially snappy and helpful, but once past them you really need some patience as the cogs turn at a slower speed.
They might have half a dozen sales people selling 4 or 5 cars a day, yet the same small team deals with the finance and another small team prep them.

When the car is ready and they want the balance, everything will speed up again and they'll want it out the door asap.

As for the towbar, I'm not sure where you stand.
I expect the dealership won't be the ones fitting it though. A lot use an independent supplier and mobile fitter that comes out and supplies/fits it even on new cars.
On my last three cars that I requested a towbar, all from different manufacturers/dealers, the same indie has turned up to fit them.

Nebulous2

All sorted now - and happy with the vehicle. 

To respond to some of the points,  deposit was perhaps not the best wording on my part. It was a five figure balance payment, and it was over three working days before I got an answer to whether they had received it. 

The car was ostensibly 'ready' it was advertised as available within 3 days. The towbar was the main issue and again a simple answer about whether they could do it in the time I needed was all I wanted. 

It was an independent fitter and to be honest that's what I prefer. If you're doing it every day you're more likely to get it right than if fitting one is a rare event. 

I've had the same mobile fitter for over 20 years, but they work 4-6 weeks ahead and only order towbars in for firm orders, so they couldn't do what I needed.