Help Needed - New Car Damaged by Dealer

matt1987

I am going to collect a brand new car either this weekend or next week, and if i spot any kind of defect it will be refused!

Anyhow, i think that what dealdrivers said is nonsense. In my opinion, if you buy a brand new car, thats what your buying.... a brand new car! Not a dented one because the dealer is so busy it got bashed a bit!!!

I think you made a mistake OP in signing for it in the first place, but now i would point blank refuse the car until you have heard back from the aftersales director.

Scuttsy

bitgiggy wrote: »

One question I did want to ask, whilst the car is waiting to be repaired or after it actually has been repaired (manager said it would go in for repair to try and put it right, as even if we didn't have it ie. it got replaced, it would need to be right for the next buyer), should I go and collect it and use it whilst I wait for a decision regarding replacement/compensation, or should I point blank refuse until I have heard back from the after sales director?

Thanks again for all your help guys, it really has been so useful.

Glad things are moving forward for you bitgiggy. I hope my advice has been useful the purchase of a new car is a big thing involving a lot of money and the one thing I think everyone agrees on is that when collecting a new car carefully inspect the car to be sure you are completely satisfied with the car before parting with any money. Even to the point if you are collecting the car in adverse weather (rain/snow) ask for the vehicle to be kept under cover before you collect it so you can check it properly. If this cannot be done and you can bear it pospone the collection the dealer may moan but until you have paid you hold all the cards.

In answer to you specific query I can see no reason why you will be unable to get an answer regarding any compensation or replacement when you collect the vehicle. Assuming the car has been repaired to a standard you are happy with make sure you collect the car from the aftersales director if you can, so you get an answer there and then.

bitgiggy

Well hopefully she will be in receipt of the letter tomorrow and we can proceed from there.

I know now looking back that I should not have parted with any money, but at the time I was excited at picking up the new car and didn't forsee it being such a problem, it was only when I began reading up on the repairs etc that I decided I wasn't happy.

I will provide an update tomorrow as to the situation. For now I am left with a Fiat Multipla courtesy car (that massive 6 seater) which is quite hilarious to drive. I really hope I can resolve this soon and thanks again for everyones help.

Scuttsy

Wig wrote: »

Usually subject to an annual paint and body inspection which is another way of saying, "We will guarantee the paintwork for an annual fee of £xx which we think most people will not bother to pay for and we won't remind you of the need for the inspection.

Any dealer worth his salt should automatically do a body and paint check on your car anyway when you drop it off for an annual service to protect themselves against accusations of damage which occured whilst a vehicle is in being serviced. In this situation we do not make a further charge for an inspection and you would be well worthwhile challenging the charge with any dealer who is charging in conjunction with an annual service for which you are paying.

Wig wrote: »

There could be microscopic cracks in the paintwork which affect the car after a few years. IMHO a dealer who sells a car repaired as new should have to give a localised guarantee for the paintwork in the local area of the dent for a substantial part of the life of the vehicle 8 - 10 years over and above any manufacturer paintwork guarantee and not dependent on any "paid for" annual inspections.

Fair point there COULD be microscopic cracks which affect the paintwork, but in 10 years working in the motor trade in various roles I have never seen a case after a minor pin dent repair nor have I heard of one.

Wig

Scuttsy wrote: »

Any dealer worth his salt should automatically do a body and paint check on your car anyway when you drop it off for an annual service to protect themselves against accusations of damage which occured whilst a vehicle is in being serviced. In this situation we do not make a further charge for an inspection and you would be well worthwhile challenging the charge with any dealer who is charging in conjunction with an annual service for which you are paying.

A lot of people do not service their cars at a dealership after the 3rd year, so telling a customer they should not be worried about having dents repaired on a new pre delivery car because there is a manufacturers paintwork warranty on the vehicle simply does not wash with me, because I am not the sort who wishes to pay for an annual paint work inspection.

Fair point there COULD be microscopic cracks which affect the paintwork, but in 10 years working in the motor trade in various roles I have never seen a case after a minor pin dent repair nor have I heard of one.

Then you would have no problem giving the customer a cast iron guarantee, like I suggested.

deltic_2

2 more points to consider...

1. If it is 3 small dents on the same panel, then it suggests to me that it could (and i mean could) have been damaged and repaired badly. Ask them to confirm in writing whether it has had any damage prior to sale.

2. Ask them to tell you what work they are going to do before they do it so that you can decide whether to let them continue or pursue another route depending on the severity of the repair.

Also, what colour is the car ?

bitgiggy

I think it would have to be a pretty awful repair to be honest to leave it in the condition we received it in - it was clearly noticeable.

The colour of the car is light blue so obviously any repair would be easily noticeable on such a light coloured car.

deltic_2

bitgiggy wrote: »

I think it would have to be a pretty awful repair to be honest to leave it in the condition we received it in - it was clearly noticeable.

The colour of the car is light blue so obviously any repair would be easily noticeable on such a light coloured car.

In my experience awful/quick/cheap repairs are done...

It would have to be an awful dealer to deliver it in that condition too...

bitgiggy

Well I'll just have to wait to see what the aftersales director says.

I will tell the dealer not to touch the car until I have heard from her.

Shall keep you updated.

bitgiggy

Ok guys I have an update.

Got a call from the showroom today, said that he had passed on my letter and that the aftersales director is on holiday but he spoke to someone else there (gave their job title but I can't remember) who said that, as we signed for the car understanding that they would be repairing it that they would not be replacing it, and also offered me the first years service free of charge.

I don't know how far to trust this statement, at the time I just requested a meeting with the dealer as all these phone calls are frustrating me, but thinking about it now he had me make the letter out to the sales director, c/o him at the showroom, so there was nothing stopping him opening this letter, shredding it and not involving head office at all. When he calls tomorrow I am going to insist that the person he spoke to on the phone comes down and is present for this meeting, to ensure that he has dealt with the complaint correctly.

There is a twist however which could be in my favour. Basically in my phone calls I had explained all my concerns regarding the repair job, especially involving fillers and respraying of the panel in question. He informed me that until he had spoken to the body shop he would be unsure what they would be able to do it, I told him to call me before any repairs went ahead as some of you suggested that a repair like this would not be of any benefit. In the letter I wrote yesterday to him I also said that I would not accept any of this type of repair as I had been informed (by you guys) that it would age badly etc. Turns out when I spoke to him today the car was being repaired as we spoke, and the car would be back at the showroom tomorrow or monday. Now I told him that I did not want any repairs going ahead without notification first, and also said in writing that I did not want anything involving a paint job or fillers. He informed me on the phone the dents had beenn pushed out (no fillers used), but the wing had been resprayed. Is this grounds for rejection?

The final thing I want to discuss if of course the compensation, is the first years free service actually worth anything to me?

Thanks guys.