Unacceptable practice by Skoda

[Fen]

I think this approach is perfectly reasonable and more considered than that of the OP.

I'd imagine threatening to cancel the car would get the matter resolved favourably, but clearly you need to be prepared to go through with it if you threaten and they don't immediately offer the wheel.

I'm surprised that dealers will get into ordering a different car with a wheel and then swapping them - if that were my car and I checked the build sheet to find it was supposed to have a spare wheel that wasn't there I'd be wanting to know why, and regradless of how benign the true reason I suspect I'd be left feeling the dealer was somewhat "shonky" if they had appropriated my order to secure a spare wheel for someone else. Different story if they use a demonstrator's order though I guess as the first real owner is effectively buying used.

100notes is steep to add something that is half that as a factory option. I suspect the money is in the logistics rather than the installation however.

[nick348]

Thanks for that Nick, that's maybe a possible solution but it should not be necessary. I may suggest that to the dealer but I'm fast losing interest in the whole deal. Is your dealer supplying the spare for free or is he charging you anything for it and is it a proper spare or a space saver ?

To be honest I'm only changing my passat because of the scrappage allowance and the 15% VAT rate. There's nothing seriously wrong with it and I'd be happy to keep it if I cancel the Octavia.

You're absolutely right! The dealers are still not telling potential customers about the lack of a spare, not a problem for everybody but robbing those who want to make an informed choice whether to have a spare wheel or not. The fact that they can't seem to change the order process seems bizarre, surely it can't be that difficult!

I must admit I did think about cancelling but seeing I'm getting a deal I'm happy with why cut of my nose to spite my face. As to cost I'm willing to pay the £50 brochure price, I'm guessing it will be the standard what ever Skoda supply with the Elegance Estate, probably a 16" steel wheel but I haven't confirmed that.

[jzc008]

Fen and Nick, thanks for your replies, I'll sleep on it and probably decide tomorrow.

[gregozedobe]

Lets be honest, how many people, when picking up a car from a dealer, whever its a new or used, goes and checks there is a spare tyre in place........

Ive never done it, and im sure not many others have either. But im sure someone on here will have...:(

And what would you call them.............:weeping:

You didn't bother to read post #111 (extract below) did you ?

And for the record, I call myself "thorough", (but you can call me anything you like ), and I'll bet I get a lot less unpleasant "surprises" in life than most people. I figure that lots of things can go wrong with the complex business of putting thousands of parts together to make a new car, so it makes sense to me to spend a few minutes checking that the particular one I'm buying doesn't have any obvious or inconvenient faults (or has a petrol engine when it should have had a diesel).

For the record, when I collected my Octy vRS, I not only checked that the spare was present and correct, I also checked that the supplied security socket fitted the bolts on all 4 wheels too (before I took it for a short test drive). Only then did I hand over my hard earned dollars ! The salesman was mildly amused at my throughness, but not at all put out (by then he knew what I was like).

[martechnology]

16/8/09.

I was the one who started the thread "Unacceptable practice by Skoda" back in July. I have only just got back from holiday, so this is the first opportunity I have had to reply to the posting by jzc008 on or about 12/8/09.

The following paragraph applies to Octavia models ordered on the basis of the brochure covering the period 1/4/09 to 30/6/09. It may possibly apply to earlier brochures, but the part concerning the spare wheel does not apply to the brochure which commenced on 1/7/09.

In the pages covering the Elegance model it was specified quite clearly that a full size alloy spare wheel is included. It couldn't have been any clearer even if it had been set to music. There is also a note which one might call a disclaimer at the bottom of the back cover of the brochure, advising of the possibility of specification changes. This note is carefully positioned EXACTLY where people looking at new car specifications do not look, and is in print so small it is difficult to read. Even with my specs I need to use a magnifying glass. The last sentence reads, "Please confirm exact specifications, prices and colour availability with your Skoda retailer who will be notified of any specification changes as they occur."

It seems to me that the specification of a car (not just Skoda, any make of car) should be fixed at the point of ordering, and should not be subject to unilateral and autocratic changes to the specification at the whim of and for the benefit of the manufacturer. If the manufacturer wants to make a change then this should be undertaken ONLY after consulting the customer and obtaining his full agreement.

In the case of the car which I ordered, I did not give the specification to the dealer. He gave the specification to me (ie the printed brochure), and I agreed to order the car based on that specification. It was not as though I had asked either the dealer or Skoda to do the impossible. I did not break the agreement, and I certainly did not have the slightest intention of being on the receiving end of a breach of that agreement by the other party. This is why I came down like a ton of bricks on the breach. To those who have expressed the view that I was too precipitate or too heavy handed, I would say that if a similar situation occurs in the future, I will be much more precipitate and a lot more heavy handed. And I won't have any regrets about it, either.

Many people are too ready just to "roll over and accept it" when treated badly by a commercial organisation or government department. If you are one of those people, then you deserve everything that happens to you as a result of such victimisation. I am not one of those people, and I would advise anyone reading this to start acting like a customer who fully intends to get everything he is paying for, and not like somebody else's punch bag. In a more general sense, if you find yourself in any contentious situation where you could potentially be victimised, ALWAYS choose not to be a victim and act accordingly, ie at the expense of those who are seeking to victimise you. This isn't paranoia, it is just simple common sense. Also, and quite logically, NEVER try to victimise someone else, or they could do the same to you.

To return to the matter of spare wheels etc., it is important in these situations to identify the direction in which the money flows, ie from the customer to the retailer, and then to the manufacturer. The instructions flow in exactly the same direction, NOT IN REVERSE. It is therefore right that the customer tells the retailer what he wants, and if this is acceptable to the retailer then the instruction is passed on to the manufacturer. The retailer is NOT in a position to dictate terms to the customer, neither is the manufacturer in a position to dictate terms either to the retailer or to the customer. If they want to dictate terms to us, then first they pay us handsomely for the privilege. Or they don't do it. At all.

I turn now to the problems incurred by jzc008 and others who have ordered a car based on a quite clear published specification, but have been "short changed" by Skoda UK in that certain parts (eg spare wheel, jack, etc) have not been supplied. I would advise informing Trading Standards immediately. If you live in one area and the retailer is in another, you should inform both Trading Standards offices. Write to the dealer, pointing out that they have breached their supply contract and that you require the matter to be put right. Also point out that legal action at their expense will follow if the matter is not rectified to your entire satisfaction. In short, start acting like a customer, not like a punch bag.

Perhaps we should all bear in mind that Skoda UK, and their Lords and Masters VW, are guests in our country and should conduct their commercial practices fairly and and acceptably, and not to the detriment of us, their customers. If they choose not to comply with acceptable commercial standards then I for one would be quite happy to see them kicked out of the country. It would probably help the balance of payments.

Finally, I have noticed the abbreviation "SUK" being used to represent Skoda UK in these pages. Please be aware that "SUK" is in fact already being used by Sony UK, and may actually be registered to Sony.

[expostmanpat]

16/8/09.

Perhaps we should all bear in mind that Skoda UK, and their Lords and Masters VW, are guests in our country and should conduct their commercial practices fairly and and acceptably, and not to the detriment of us, their customers. If they choose not to comply with acceptable commercial standards then I for one would be quite happy to see them kicked out of the country. It would probably help the balance of payments.

God you talk some sh!te :rotz:

Finally, I have noticed the abbreviation "SUK" being used to represent Skoda UK in these pages. Please be aware that "SUK" is in fact already being used by Sony UK, and may actually be registered to Sony.

See comment above

[jbconno]

Got to agree with Postman Pat. Yes its crap that they changed the spec and you missed out on a spare wheel, but get a grip. If thats the worst thing that you have to worry about count yourself lucky.

[mannyo]

We have been using the term SUK on these forums for SKoda UK, since inception way back 7 years ago.

[Brimma]

Talk about a

Thank heavens Trading Standards can now continue investigating serious cases

[davidrhodes]

Have a look at the postings by Fabia owners - we are all as angry about this ripoff. Tell Skoda by emailing [email protected]. They might get the message if we all complain, and at least you get rid of some angst.

[skomaz]

A few interesting points here:

The brochure notes:

"Please confirm exact specifications, prices and colour availability with your Skoda retailer who will be notified of any specification changes as they occur."

But:

In the case of the car which I ordered, I did not give the specification to the dealer.

and:

It seems to me that the specification of a car (not just Skoda, any make of car) should be fixed at the point of ordering.

But:

In the case of the car which I ordered, I did not give the specification to the dealer.

and:

To return to the matter of spare wheels etc., it is important in these situations to identify the direction in which the money flows, ie from the customer to the retailer, and then to the manufacturer. The instructions flow in exactly the same direction, NOT IN REVERSE. It is therefore right that the customer tells the retailer what he wants, and if this is acceptable to the retailer then the instruction is passed on to the manufacturer.

But again:

In the case of the car which I ordered, I did not give the specification to the dealer.

Hence - if you did not confirm the specification and make your requirements clear at the time of ordering - as you have stated - then what do you expect?

[m0bov]

For what its worth, all the dealers I've delt with over my FL purchase have been happy to throw a spare wheel in. So, can't see what the fuss is about. If you don't wanna pay for a spare, try another dealer.

[Nathanio]

Talk about a

Thank heavens Trading Standards can now continue investigating serious cases

Ohhhh I have some of these:

My personal favourite

[martechnology]

Reply to posting on 16/8/09 by "postmanpat":

Your abusive reply has been reported to the site managers.

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Reply to posting on 16/8/09 by "jbconno":

I think that you may have slightly misunderstood my intentions regarding the spare wheel issue. I ordered a car which was specified BY SKODA THEMSELVES as having a spare wheel included. The car turned up without the spare wheel, jack, etc, I decided that this was a problem that I had no intention of having. Skoda, via the dealer, had received all of the money they had asked for, and had found no reason the complain about that. Consequently I had every intention of getting all that I had paid for. I therefore came down on the problem like a ton of bricks, and this worked. I have not "missed out on a spare wheel" as I have now got both the spare and the missing tools. Please see the header posting (ie my original posting on the subject) which has been updated to include this information. If it had not worked, I would subsequently have come down again on the problem like several tons of bricks, but as it happened this was not necessary.

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Reply to posting of 16/8/09 by "brimma":

You state, quite interestingly, "Thank heavens Trading Standards can now continue investigating serious cases".

From this I assume that if at some time in the future you order something that either turns up incomplete or doesn't turn up at all, you will consider that this not a serious case and will therefore not be informing your local Trading Standards about it. It is, of course, your right to make such a decision in respect of your own trading experiences. In respect of my own unsatisfactory trading experience(s), I will continue to be the one responsible for the decisions. And believe me, no-one will ever make the mistake of trying to trample all over me a second time.

So lets all start acting like customers and not like punch bags, AND START GETTING WHAT WE PAY FOR.

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Reply to posting of 17/8/09 by "skomaz":

You quote the same sentence from my posting of 16/8/09 no less that 3 times:

"In the case of the car which I ordered, I did not give the specification to the dealer."

And in all 3 cases you have made an incomplete quotation which gives a deliberately distorted version of the point that I was making.

The full quotation should have been:

"In the case of the car which I ordered, I did not give the specification to the dealer. He gave the specification to me (ie the printed brochure), and I agreed to order the car based on that specification. It was not as though I had asked either the dealer or Skoda to do the impossible."

The relevant point is that Skoda themselves had issued the specification which I had seen and accepted. I then placed my order based on that specification. I take the view that if a company isses a specification for a product, and a customer accepts the specification and orders that product, it is NOT then too much trouble for the company to stick to it's published specification and supply what has been ordered.

AS A MATTER OF FACT, IT IS NO TROUBLE AT ALL.

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Reply to posting of 17/8/09 by "davidrhodes":

Thanks, a good idea, but I actually e-mailed Skoda UK very early in the proceedings (ie early July). They have not yet replied, and I do not seriously expect them to do so.

Perhaps they do not like their customers talking to them about the problems they have caused by their blatantly unacceptable commercial practices. We shall have to see if they prefer those disgruntled customers to talk loudly and publicly ABOUT Skoda rather than quietly and privately TO Skoda.

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Reply to posting of 17/8/09 by "m0bov ":

Another one who has missed the point.

Your final sentence is: "If you don't wanna pay for a spare, try another dealer."

A spare was part of the car's specification against which I placed my order. I had paid for the car in full, and had therefore already paid for the spare. The car turned up without the spare, and I decided to do something about the problem.

[expostmanpat]

Reply to posting on 16/8/09 by "postmanpat":

Your abusive reply has been reported to the site managers.

_________________________________

, by the way did you know it is against the site rules to have a commercial user name ?? :wave:

[DKI]

Oh man, I have just lost the will to live! (Which SUK probably did in July) Can this topic be locked?

[expostmanpat]

What and have a topic started,

"they locked my thread for being the mindless rantings of a someone with nothing better to do, and it isn't laid down specifically in the rules that they can"

You must be joking I'm in hot water already :P

[Wardy]

Blimey, this one still running?!

[Jigger72]

16/8/09.

Perhaps we should all bear in mind that Skoda UK, and their Lords and Masters VW, are guests in our country and should conduct their commercial practices fairly and and acceptably, and not to the detriment of us, their customers. If they choose not to comply with acceptable commercial standards then I for one would be quite happy to see them kicked out of the country. It would probably help the balance of payments.

Would you be happy for all their UK employees to lose their jobs? And to see their families starving, and out on the streets dressed in rags? So you could laugh at them for being punch bags and not customers? Or am I exaggerating, in the manner to which you are obviously accustomed?

You're really weird :confused:

[Jigger72]

BTW. Are you now happy with the car? You sound like you might be soured slightly by the experience

[cheezemonkhai]

Did you know you can fit a nice pair of 32DD's in the spare wheel well of a FL octy with no issues?

All good

[DKI]

Did you know you can fit a nice pair of 32DD's in the spare wheel well of a FL octy with no issues?

All good

How much for a pair as a factory option? I cant see it on SUK's build my car!

[skodakid]

The OP is obviously very passionate about his complaint, however the racist undertones in one of his posts are not at all welcome.

FWIW I was aware of Skodas change of spec regarding spare wheels back in late April, it does say in the brochure (and most other manufacturers say in a similar way)

"The information in this brochure referring to specification, design, equipment, material and external appearance relates to the time at which this brochure was printed. Whilst every effort is made to ensure its accuracy, the information in this brochure is not binding and is subject to alteration. Some illustrations in this brochure depict left hand drive models, with both standard and optional equipment shown. Please confirm exact specifications, prices and colour availability with your Škoda retailer who will be notified of any specification changes as they occur."

I think this thread should be locked.

Edited 17 August, 2009 by skodakid

[expostmanpat]

OK go on then thread locked before :flame: war breaks out