Volvo part delay since March

Pammiep

My husband had a very minor shunt in our new Volvo XC40 (his fault) and we have been waiting on a part since it went into a garage on March 12th.  Volvo have been useless in helping source the part (a radiator bracket) however are still building new cars with this part. Neither Volvo UK nor Volvo finance (car bought new on PCP Sept 24) have offered any help or advice. They did offer £150 as compensation for our inconvenience as final offer to close the complaint but we very rightly refused that. I'm paying £400 a month and haven't had the car for neally 7 months. The motor ombudsman have said we have a case but it will be months before they can do anything to help.

Does anyone have any ideas as to how I can resolve this quickly? I'm at the handing the car back stage and paying whatever just to get rid of it and the whole problem.  Thanks

born_again

Pammiep said:

My husband had a very minor shunt in our new Volvo XC40 (his fault) and we have been waiting on a part since it went into a garage on March 12th.  Volvo have been useless in helping source the part (a radiator bracket) however are still building new cars with this part. Neither Volvo UK nor Volvo finance (car bought new on PCP Sept 24) have offered any help or advice. They did offer £150 as compensation for our inconvenience as final offer to close the complaint but we very rightly refused that. I'm paying £400 a month and haven't had the car for neally 7 months. The motor ombudsman have said we have a case but it will be months before they can do anything to help.

Does anyone have any ideas as to how I can resolve this quickly? I'm at the handing the car back stage and paying whatever just to get rid of it and the whole problem.  Thanks

That is where all the parts are going. Since covid, parts have been in short supply. Especially on new cars.

Given it was a accident on your part, then there will not be a right to return.

Are insurance dealing with this?

Alderbank

The same dealership that you got the car from might also be the place doing the repair but the two contracts are unconnected.
This repair to fix the minor shunt is a contract for services.

These contracts are covered in Chapter 4 of the Consumer Rights Act. If you drop and break your watch for instance and you take it to a watch repairer, you can't insist they buy and pay for your Omega if they take too long to fix it.
It's the same with a car.

You do have rights. The trader must perform the service within a reasonable time, and what is a reasonable time is a question of fact.
If the dealer is waiting for the part from Volvo and will then fit it without delay then that is probably reasonable.
If they delay beyond what is reasonable then you are entitled to a refund on the bill, although they might well argue that by offering £150 they have pre-empted that.

Since this is PCP, I suspect that the owner of the car requires you to only use Volvo authorised parts. If you had owned it outright you could possibly have got that little bracket from a car which was scrapped following a rear-end shunt. A competent mechanic might even have been able to make one with a scrap of steel and a hacksaw.

Pammiep

born_again said:

Pammiep said:

My husband had a very minor shunt in our new Volvo XC40 (his fault) and we have been waiting on a part since it went into a garage on March 12th.  Volvo have been useless in helping source the part (a radiator bracket) however are still building new cars with this part. Neither Volvo UK nor Volvo finance (car bought new on PCP Sept 24) have offered any help or advice. They did offer £150 as compensation for our inconvenience as final offer to close the complaint but we very rightly refused that. I'm paying £400 a month and haven't had the car for neally 7 months. The motor ombudsman have said we have a case but it will be months before they can do anything to help.

Does anyone have any ideas as to how I can resolve this quickly? I'm at the handing the car back stage and paying whatever just to get rid of it and the whole problem.  Thanks

That is where all the parts are going. Since covid, parts have been in short supply. Especially on new cars.

Given it was a accident on your part, then there will not be a right to return.

Are insurance dealing with this?

Yes my insurance are dealing with it. Volvo are telling me that the supplier doesn't make the part anymore and they cant find a new one but that's obviously not true.

Pammiep

Alderbank said:

The same dealership that you got the car from might also be the place doing the repair but the two contracts are unconnected.
This repair to fix the minor shunt is a contract for services.

These contracts are covered in Chapter 4 of the Consumer Rights Act. If you drop and break your watch for instance and you take it to a watch repairer, you can't insist they buy and pay for your Omega if they take too long to fix it.
It's the same with a car.

You do have rights. The trader must perform the service within a reasonable time, and what is a reasonable time is a question of fact.
If the dealer is waiting for the part from Volvo and will then fit it without delay then that is probably reasonable.
If they delay beyond what is reasonable then you are entitled to a refund on the bill, although they might well argue that by offering £150 they have pre-empted that.

Since this is PCP, I suspect that the owner of the car requires you to only use Volvo authorised parts. If you had owned it outright you could possibly have got that little bracket from a car which was scrapped following a rear-end shunt. A competent mechanic might even have been able to make one with a scrap of steel and a hacksaw.

The garage (not the Volvo dealership I bought it from) doing the repair was been really helpful as has my insurance company.  They only fit manufacturer's parts. 

My issue is with Volvo and the time it is taking for the part to be made available seeing as they obviously have them for the cars they are building.

MattMattMattUK

Pammiep said:

born_again said:

Pammiep said:

My husband had a very minor shunt in our new Volvo XC40 (his fault) and we have been waiting on a part since it went into a garage on March 12th.  Volvo have been useless in helping source the part (a radiator bracket) however are still building new cars with this part. Neither Volvo UK nor Volvo finance (car bought new on PCP Sept 24) have offered any help or advice. They did offer £150 as compensation for our inconvenience as final offer to close the complaint but we very rightly refused that. I'm paying £400 a month and haven't had the car for neally 7 months. The motor ombudsman have said we have a case but it will be months before they can do anything to help.

Does anyone have any ideas as to how I can resolve this quickly? I'm at the handing the car back stage and paying whatever just to get rid of it and the whole problem.  Thanks

That is where all the parts are going. Since covid, parts have been in short supply. Especially on new cars.

Given it was a accident on your part, then there will not be a right to return.

Are insurance dealing with this?

Yes my insurance are dealing with it. Volvo are telling me that the supplier doesn't make the part anymore and they cant find a new one but that's obviously not true.

It could be entirely true, some parts have been discontinued and Volvo parts and dealerships do not have access to parts in production factories. 

Pammiep said:

Alderbank said:

The same dealership that you got the car from might also be the place doing the repair but the two contracts are unconnected.
This repair to fix the minor shunt is a contract for services.

These contracts are covered in Chapter 4 of the Consumer Rights Act. If you drop and break your watch for instance and you take it to a watch repairer, you can't insist they buy and pay for your Omega if they take too long to fix it.
It's the same with a car.

You do have rights. The trader must perform the service within a reasonable time, and what is a reasonable time is a question of fact.
If the dealer is waiting for the part from Volvo and will then fit it without delay then that is probably reasonable.
If they delay beyond what is reasonable then you are entitled to a refund on the bill, although they might well argue that by offering £150 they have pre-empted that.

Since this is PCP, I suspect that the owner of the car requires you to only use Volvo authorised parts. If you had owned it outright you could possibly have got that little bracket from a car which was scrapped following a rear-end shunt. A competent mechanic might even have been able to make one with a scrap of steel and a hacksaw.

The garage (not the Volvo dealership I bought it from) doing the repair was been really helpful as has my insurance company.  They only fit manufacturer's parts. 

My issue is with Volvo and the time it is taking for the part to be made available seeing as they obviously have them for the cars they are building.

Unfortunately it is entirely your issue, not theirs. They have no obligation to you at this point in time. It will just be a waiting game, or you find a different garage who will fit a non-OEM part if there is one. 

Alderbank

Pammiep said:

born_again said:

Pammiep said:

My husband had a very minor shunt in our new Volvo XC40 (his fault) and we have been waiting on a part since it went into a garage on March 12th.  Volvo have been useless in helping source the part (a radiator bracket) however are still building new cars with this part. Neither Volvo UK nor Volvo finance (car bought new on PCP Sept 24) have offered any help or advice. They did offer £150 as compensation for our inconvenience as final offer to close the complaint but we very rightly refused that. I'm paying £400 a month and haven't had the car for neally 7 months. The motor ombudsman have said we have a case but it will be months before they can do anything to help.

Does anyone have any ideas as to how I can resolve this quickly? I'm at the handing the car back stage and paying whatever just to get rid of it and the whole problem.  Thanks

That is where all the parts are going. Since covid, parts have been in short supply. Especially on new cars.

Given it was a accident on your part, then there will not be a right to return.

Are insurance dealing with this?

Yes my insurance are dealing with it. Volvo are telling me that the supplier doesn't make the part anymore and they cant find a new one but that's obviously not true.

Why is that obviously not true?

This happens all the time in car manufacture. What is normal is that the radiator manufacturer has developed an improved design which is slightly cheaper to make or is slightly cheaper for the production line to fit, perhaps because it doesn't need that bracket any more. Or perhaps the radiators used to be made in Ukraine and Volvo now has had to source a different one from a different manufacturer.
When you order car parts it's not usually enough just to know make, model and year. You need chassis number because production components change constantly for all sorts of reasons.

It's not a conspiracy against you.

LightFlare

Could you see if you can source a 2nd hand one yourself from eBay, breakers yard etc. 

That at least would get the repair done for now and the car back on the road

GDB2222

You need to ask the garage for the part number, then see whether you can find one. For example, this may be okay:

https://www.ebay.co.uk/itm/276865486292

If you can't get this fixed by Volvo, then one option is to take the car to another garage, and they can fabricate the part or find one that's a good enough fit. 

born_again

What age is the car?