dealer problems

[finny603]

Hi could anyone give me any advice please. i ordered a new grande punto 1.4 active in white a couple of weeks ago on the scrappage deal. the dealer told me that he had one on order and was due any day all i had to do was wait for the paper work to come back. i explained to him that the car i was scrapping was due its mot and he verbaly told me that i would have the car by then. i rang him this morning and he has now told me that he is still waiting for the paper work and that there is a problem with the car he has ordered a 1.4 active gp. and said that i might have to start looking at other colours . where do i stand with this can i make him pay for the differant colour or can i make him give me a courtasy car until one arrives?

thanks

 

[T14086]

courtesy car

 

[finny603]

sorry was typing too fast. lol

 

[Focus Owner]

no idea

 

[Racing Nige]

This will be a matter fo whether there is a proper written order with all these things clearly stated, or it is something the dealer just said "probably". Technically, in law, a verbal statement is as powerful as a written one, but obviously much harder to prove.

Then there is the fact that the contract will include the small print, the delaer's standard terms & conditions, on the back or another attached sheet. As a single consumer, if these are not balanced, then 'contra-proferentum' would apply, or the unfair terms act. But none of that is any good outside the courtroom.

The best thing to do is to politley, and clearly state your position, that you made clear the existing car had the MOT due, and appeal to the dealer's better nature. Do everything calmly and do not shout or get worked up / frustrated / start threatening legal action as that will only get his back up - hence get you less favourable outcome.

If your old car is going under scrappage and would have failed the MOT, then there is no harm in you explaining how the delay causes you real cost and inconvencience. The courts would see this as grounds for compensation in a contrat case, so it should help to pursuade the dealer to do something to help you out. Be flexible on the type of solution you would accept:
- Maybe, if the white is a solid colour and now he can only get metallic, it would be reasonable for the dealer to absorb the cost difference?
- Maybe the dealer could loan you some alternative car? Even an old trade-in that he may have just got and holds little value to him?
- Maybe if your car would pass the MOT, then the dealer could pay the fee and that would not be so bad?

Hope this helps.

 

[T14086]

sorry was typing too fast. lol

didn't mean the spelling, I ment you have no chance of a courtesy car

 

[finny603]

thanks for the help racing nige. think if it came to trying to prove that he said this i would stand in good stead having a couple of people with me at the time of order. i know things like this happen as everyone makes mistakes i just wanted to make sure i had a bit of power behind me if the dealer started getting anti with me. anyway cheers for the help.

 

[finny603]

sounds about right not being able to have a courtesy car. typical dealer has about 5 courtesy cars sat there and says you carnt have one because they dont have any. after all how is he going to get home.

 

[Racing Nige]

you have no chance of a courtesy car

Normally in this situation I would say that T is right, but I have just been called today to say that, after a 6-week wait, the dealer now has a 1.6 Dynamic ECO that I can test drive. They apologised profusely, but explained that the reason was the car they had ordered for another customer had come in late and they had let him borrow the test drive car for the few weeks to help him out.

So, miracles do happen.

Don't know if I can get down today to look at the car, but hope to go within the week. Quite happy really.

 

[T14086]

depends who courtesy cars belong to, service department isn't going to give out one of its cars for this situation, best asking sales manager for a loan car.

 

[finny603]

hi guys just to give you an update rang the dealer today to ask when the car would be ready. to be told that i had to wait 14 weeks by a snotty sales manager who was very up her own. i went to the dealership to cancel my order and was very calm about the whole situation until the sales rep and sales manager started to get very anti about it. apparently there excuse was that they had sold the car 2 hours earlyer. and that the sales rep hadnt had enought trainning and that i should deal with it. i finaly managed to get my deposit back after a lenghty battle with them. why carnt these dealers be honest with you and tell you from the start. or it might have been the fact that someone else came in for the same car and got it on finance more commission for them. to name and shame the dealership they are piccadilly motors in wakefield who have a bad sense or customer service and a bad attitude towards people. i am now glad to say ive just ordered one half an hour ago and am due to pick it up on tuesday.

 

[adamcot]

Doesn't surprise me one bit. Piccadilly Wakefield have really gone down hill in the last few months, I used to use them all the time. I have found the staff to be difficult to deal with, customer service is poor. Just vote with your feet, dont go back for parts or servicing.

Enjoy your new car

 

[Focus Owner]

they do parts there i being going to Bradford for parts well cleckheaton

 

[T14086]

hi guys just to give you an update rang the dealer today to ask when the car would be ready. to be told that i had to wait 14 weeks by a snotty sales manager who was very up her own. i went to the dealership to cancel my order and was very calm about the whole situation until the sales rep and sales manager started to get very anti about it. apparently there excuse was that they had sold the car 2 hours earlyer. and that the sales rep hadnt had enought trainning and that i should deal with it. i finaly managed to get my deposit back after a lenghty battle with them. why carnt these dealers be honest with you and tell you from the start. or it might have been the fact that someone else came in for the same car and got it on finance more commission for them. to name and shame the dealership they are piccadilly motors in wakefield who have a bad sense or customer service and a bad attitude towards people. i am now glad to say ive just ordered one half an hour ago and am due to pick it up on tuesday.

ordered one from same place?

 

[finny603]

Hi T no ive ordered it from the fiat dealership in barnsley great customer service no sooner had i walked in the door i was offered a cup of tea. made to feel realy welcome like someone who just won the lottery and gone to see there bank manager realy realy good service would refer anyone to them. they dont lie they just tell you how it is straight up and straight to the point and actual talk to you like a person. anybody thinking of getting a car go there realy nice polite service with a smile.

 

[lozzie]

I thinks its just luck that you can walk into a dealer and be treated the way you would like to be treated.. I visited a Renault garage and to say I was appaled with the service would be an understatement, the whole place was just so unprofessional...

But I got lucky with my Fiat dealer - the first one I visited were amazing, no pressure to buy and came away with the car I wanted!

Good luck with yours!

 

[The Beard]

Hi T no ive ordered it from the fiat dealership in barnsley great customer service no sooner had i walked in the door i was offered a cup of tea. made to feel realy welcome like someone who just won the lottery and gone to see there bank manager realy realy good service would refer anyone to them. they dont lie they just tell you how it is straight up and straight to the point and actual talk to you like a person. anybody thinking of getting a car go there realy nice polite service with a smile.

Having picked up your car, it might be an idea to write/e-mail FIAT UK and tell them about your bad experience at Piccadilly, but how pleased you are with the dealer in Barnsley. You could also name them on here.

If the "new" dealer is part of a major group, such as Arnold Clark, for instance, it wouldn't hurt to speak to them and say how pleased you are. It can't hurt when it comes to any future dealings you have with that branch.

I always believe you should counter Brickbats with Bouquets. Most people in the Service/Sales industries get fed up with people complaining when they get it wrong, but never a word when staff go the extra mile.