Cinch terrible service and potentially dangerous electric car

talktodaveuk

Cinch have a big brand and we’re recommended to me by a family member. Unfortunately our experience purchasing a Tesla Model Y from Cinch has been beyond disappointing.

From collection there were already problems. The vehicle was still linked to the previous Tesla owners account and there was an outstanding supercharge, so I was effectively locked out of some Tesla ownership functions. We had to contact Tesla directly to resolve ownership transfer because this had not been completed before collection.

When we raised issues at collection, the staff at the collection desk were unable to deal with them directly and advised us to contact the general customer service number instead. Their role appeared limited to completing handover paperwork, which meant issues identified at collection could not be resolved there and then.

We later discovered the “service” completed appeared limited (for example pollen filter replacement and basic checks/fluids), which did not match our expectations of the level of preparation and inspection carried out before sale.

Within around a week of collection the front tyres required replacement after rapid wear. Kwik Fit advised the suspension was checked as they felt this may be the problem. 

Cinch could not offer one of their own garages for more than 6 weeks, so we arranged Tesla directly, with around a week being the earliest appointment available.

Tesla identified that non-Tesla Model 3 suspension had been fitted to the Model Y and provided documents/photos. Cinch requested video evidence, however were unable to upload videos through their platform - a known issue!
Issues were raised within the first week, however we were repeatedly told we were outside the 14-day return period despite the delay being caused by obtaining inspections and appointments.

The car has spent days waiting for approvals while we have had to rely on family vehicles. We were also advised we would not qualify for a courtesy vehicle because the repair itself was expected to take under 8 hours, even though the waiting time without the car has been much longer.

Our biggest frustration has been communication, delays, changing positions on what would be covered, contradictory promises on timescales, and the amount of effort required to move the process forward.

James2k

Is there a question?

WellKnownSid

Your expectations for a second hand car are way above reality. Consider anything that isn't sold at a main dealer as an 'approved' used car to automatically be tier 2 or below. Cinch, like every other retailer, just buys and sell cars. They will carry out a safety check on the car which is limited to checking that things like suspension are there and in one piece. No-one is going to disconnect the car from the previous owner, that requires knowledge only a main dealer would have.

Teslas don't require a 'service' as such.

Given the fact that the wrong suspension has been fitted - then a wild guess is that the car was involved in some form of incident and the repair was carried out unofficially before being shifted on PDQ.

It sounds like the car is being repaired, however, which is the main thing.

Bendo

Having to register it yourself with Tesla is how it works. It's poor system but that's not on Cinch. The only way around that is to buy direct from Tesla

daveyjp

Cinch don't have a 'big brand" they have a large advertising budget.

As part of BCA and webuyanycar and Marshalls group they pick up vehicles which aren't suitable for the main dealers, ex hire fleets, ex lease etc etc. The suspension issue suggests a previous incident - pay for an in depth vehicle check and see what it reveals.

born_again

Tesla do not have servicing schedules.

Mildly_Miffed

Given the Model 3 and Model Y are the same basic car - the Y is just a bit taller, but 76% of parts are allegedly shared - I suspect this "suspension" is simply something like wear-and-tear consumables (droplinks, maybe?) that've been replaced with a pattern part rather than genuine Tesla.

Nothing inherently wrong with that, and it's quite likely that aftermarket will have one part number for both rather than a separate part number for each - the differences may be trivial and functionally irrelevant -and of course the franchise dealer will flag it…

PTP123

Are you saying that all used vehicles should be fitted with the parts supplied by the

manufacturer only?

Mildly_Miffed

https://forums.moneysavingexpert.com/discussion/comment/82008532#Comment_82008532

I'm not, no.

But the dealer cheerfully will.

PTP123

https://forums.moneysavingexpert.com/discussion/comment/82008607#Comment_82008607

So what's your problem with having aftermarket parts fitted. This is the norm and you can't reject a car because of it. I don't even think it's worth moaning about

Goudy

I suspect someone has lowered it, which is why it's eaten it's tyres. It's quite common for chavvy Tesla owners to do this.