See what SUK come up with.....if a load of balls (they are right that your contract is with the dealership) then I refer you to my earlier posts if you want your money back re consumer direct, watchdog, etc, as they will have to give you back ALL of your money in full as that is the legal situation under the 1994 Sale and Supply of Goods Act chapter 35 Subsections 2 etc!!!

Unfortunatly some dealerships (allthough running on tight budgets) expect the customer to pay for their own stupid mistakes...and try all sorts of tactics to make you accept what they want...ie they have you over a barrel.....I like to to say no and off to that type of person!!!

I realise they have to give me all my money back, but what they presumably don't have to do (and which I'd have to go through the county court to sort out is):

- depreciation on a car for 6 months as a result of their mistake

- my loss of 4% interest on the money I've had to take out of the bank which was in a special account.

I've politely suggested to them that it's in their interest to sort this out swiftly before I get my county court papers out, but that apparently meant nothing to them either.

That doesn't take into account the time I'd have to spend buying something to keep me going for 6 months, the amount of distress this has caused my pregnant-and-hormonal wife, and the hours I've spent trying to sort this out.

Edited 3 May, 201115 yr by louisv6

Spoke to the Sales Manager again this morning after he failed to call me at the weekend as promised.

Their story has now changed once again.

They originally said

- We can probably reduce the price for you.

They're now saying that's not possible.

They also originally said:

- We could register this car for you and let you drive it until your new one arrives.

- Then they said that would be too expensive because the car would depreciate too much.

- I pointed out that depreciation would be written off against

tax if they register it as a demonstrator

- They told me that it costs them £700 in fines (?!?!) from Skoda UK if they change the name on an order (not convinced about this)

- They then said they could probably stick me in a part ex for a few months.

- Then they came back and said they can't do that either.

- I then suggested that if it's going to cost them £700 to sell that car to anyone else, that they may as well give me a £700 discount.

- Again, they came back and said they couldn't do that (without any explanation - just a flat "no").

So basically, I've got the wrong car, they've got £15K of my money, they've royally pi$$ed off both me and my pregnant wife, I'm driving around in a 1.2 Diesel courtesy car having

sold my luxurious 6 cylinder Mercedes, and I've got to give that back soon, so I'm basically carless.

All of which is a great big F U, as far as I can tell.

Interesting approach to customer services, that. So I called Skoda UK today who were very pleasant and agree that this isn't the sort of customer service they expect from their representatives. The nice man said he'd phone the dealership for me and politely suggest they keep me happy - although whether that turns into anything or not, I don't know

I've also been promised a call back from the Sales Manager's boss (the guy who keeps binning the Sales Manager's suggestions and is leaving me with no options).

I'm just about ready to tell you all which dealership to avoid

in future, but I'll wait it out to see if they come good.

Listen don't hold your breath SUk customer services are a waste of time, I would seriously re-think your position in regards of your money sitting in the dealers REMOVE It now, why because you need to show who's in charge, until you do so he's got you hooked change the game, you can still get 15% discount and there be second hand ones with hardly any mileage a lot cheaper, have you tried some of he other dealers, or the beat thing for you to do in my opinion is take the car, you'll hardly use the climatic ac, and we have had 3 kids never had leech windows in the back to dangerous for the kids, windy windows are better in the back I've spec our car go the hilt but didn't want leech windows in the rear they will never get opened, take the car it will smart for a while but you will soon forget

Listen don't hold your breath SUk customer services are a waste of time, I would seriously re-think your position in regards of your money sitting in the dealers REMOVE It now, why because you need to show who's in charge, until you do so he's got you hooked change the game, you can still get 15% discount and there be second hand ones with hardly any mileage a lot cheaper, have you tried some of he other dealers, or the beat thing for you to do in my opinion is take the car, you'll hardly use the climatic ac, and we have had 3 kids never had leech windows in the back to dangerous for the kids, windy windows are better in the back I've spec our car go the hilt but didn't want leech windows in the rear they will never get opened, take the car it will smart for a while but you will soon forget

Thanks - but if I go somewhere else, then I've got to find something to drive for 6 months, which means buying a car, and selling a car - all hassle I could do without, and hassle they've caused me. I ordered a new car because I wanted a new car with the spec I wanted. I don't want a second hand car.

All things now considered, my preferred position is to take the car, with a discount - which is what they originally promised me (and then reneged on). They've also confirmed that it would cost them £700 to sell it to anyone else - so by rights, that's my £700 good will gesture as far as I'm concerned.

They've left me carless, frustrated and unhappy. The least they can do is try to patch things up.

Contractually, they aren't obliged to do anything but refund my money - that's understood. What I don't understand is how they can justify all the false promises, missed phone calls and wasted time. Skoda UK's representative told me that's certainly not how they expect their dealers to behave (who WOULD expect their dealers to behave that way?). So lets see what comes of it.

In an age when your indiscretions as a dealer get plastered all over public forums, they're walking an awfully tight line.

There's always good old CEO Robert Hazelwood as well... I'm sure he'd love another tale of woe on his desk.

Out of interest - does anyone know if the '£700 of fines if they change the name on their system' thing is true?

My brother-in-law is an ex sales manager for audi, and it's not something he's heard of.

Skoda Customer Services hadn't heard of it, but said they'd try and find out.

Seems you've got the full info and correct way on the situation......CEO's etc respond differently to a written letter that is sent by recorded post (it shows that you have taken time to complain properly) and state clearly and precisly using NO more than one side of a typed A4 sheet what has happened, and the effects of having to sell your luxurious Merc and spec'ing your dream Fabia with your poor pregnant wife etc etc...you get the gist!! Don't over do it tho'....Dealerships don't like getting a nice call from the head office, and bear in mind that the letter will be shown the the offending dealership, so make sure its factual and polite but firm!!! You could mention very briefly Briskoda!!! So one letter to the director of the dealership and then send a copy of this with a brief "for your attention" cover letter to the ceo of SUK

EDIT

**** Spelling mistakes!!!

Edited 3 May, 201115 yr by fabdavrav

God louisv6, I would be so annoyed. It's one thing for the dealer to make a genuine mistake but then be courteous and do all they can to make it right to you and clearly another to make the mistake and not give two farts about it.

I really would go at this full steam. Tell them you want at least £500 off the car (as they originally promised), a sensible no of accessory items (like mats, boot liner, MDI cable, lifeshine, full tank of petrol - stuff they should be able to lose in the deal) otherwise you'll take the matter up the chain at Skoda UK, maybe even see where you stand legally.

Absolutely should you be compensated in some decent fashion for their mistake, let em have it both barrels!

In an age when your indiscretions as a dealer get plastered all over public forums, they're walking an awfully tight line.

Just out of interest which dealer is this?!

I'm just about ready to tell you all which dealership to avoid in future, but I'll wait it out to see if they come good.

I appreciate you dont want to "name and shame" but I think you have been very reasonable.

Think of it as a public service to the rest of us that in your experience Dealership "XXX" as been quite unhelpful

Out of interest - does anyone know if the '£700 of fines if they change the name on their system' thing is true?

My brother-in-law is an ex sales manager for audi, and it's not something he's heard of.

Skoda Customer Services hadn't heard of it, but said they'd try and find out.

Hi, have just read your whole thread, sorry to hear whats happened to you. buying a new car should always be a happy experience and its not good whats happened. only you can make your mind up as to whats going to make you and your wife happy, money or rear windows. just make sure you know which one it is for sure before you do it.

With regards to the £700 of fines then this is probably true. I sell cars for Toyota and we get charged up to £1500 for changing details on a car that has been ordered. It is to stop dealers ringfencing cars effectively. It would stop a dealer putting an order in for 25 Fabia vRS's and not allowing any other dealers chance to get any of them.

I hope that you manage to get something sorted soon

Matt

Same thing happened to me, twice, with the mk 1, in the 1st instance it arrived without all the options specified, (Zennons, side airbags, cd changer, cruise, heated seats, esp) the second without side bags. Skoda's convoluted computer ordering system was shown to be at fault on both occasions, and in the end I accepted the 2nd car with about £500 worth of compo, which given that the dealer had no margin (DtD order) I didn't feel was too bad.

It was disappointing to accept a car that wasn't 'mine' but couldn't be arsed waiting another 4 months. I never had need of the bags either :phew:

It is of course up to you, but I doubt you are likely to get massive compo from the dealer, he can sell your vRS for a profit now VAT deal as ended, so you are either stuck waiting, taking your cash back, or accepting the motor with a little incentive, if you can get it.

As for the options you are missing imho, I preferred the std aircon to the 'full-fat' automatic and in my experience kids are more likely to play with 'magic' electric windows than the wind down versions.

Thanks for your comments guys.

fabdavrav - good suggestion about writing a letter. I shall certainly avail myself of that option should nothing happen today.

I've been promised a call back by the head honcho who owns the chain, and haven't heard a peep.

To date, I've not had a single phone call in the timeframe specified (and we're up to about 6 so far). In fact, I can go so far as to say that those phone calls simply didn't materialise - either I had to phone, or walk into the dealership the next day.

Skoda customer services are being very diplomatic, have got the dealer's side of the story (which is actually the same as mine), and want to wait for the head honcho to call me. They aren't able to comment on the £700 of fines thing, but if it's real, then they'll be losing money unless they sell it to me - so as far as I'm concerned it's a no-brainer for them to knock £500 off the price. They'd be saving themselves £200!

SUK Customer Services said that if he doesn't call me on time, they'll take up the matter with the dealership again. At this point I just want every bit of incompetence and broken promises logged by skoda UK - even if they can't do much about it. - Simply bolsters my case when/if I do write a letter.

I'm not about to name and shame them, as that would hurt my chances I suspect - but when this is all over and I'm able to give a balanced view of the whole proceedings I'll reconsider.

For now though, you can all avoid any dealers within the M25 area

I had an effing nightmare at Watford, lying salesman, lying manager, and got tucked up twice. If it is them good luck as they're idiots.

True to form, no phonecall from the owner as promised.

Back on to Skoda Customer Services in the morning.

I can't confirm at this stage whether it is or isn't Watford Skoda...

Oh, and to rub salt in the wound, they've been using 'my' car as their lunchtime runabout.

Nice, when they know I work next door and see what they're up to.

Oh, and to rub salt in the wound, they've been using 'my' car as their lunchtime runabout.

Nice, when they know I work next door and see what they're up to.

Just refuse it and get your money back.

Just unbelievable! Sure it wouldn't even feel like a new car now what with them rallying it around.

Oh, and to rub salt in the wound, they've been using 'my' car as their lunchtime runabout.

Nice, when they know I work next door and see what they're up to.

Icing on the cake. Money back please!!

Mention it in your phone call tomorrow!

Absolute disgrace I would have lost it by now and been sat in the dealership looking rather threatening and for the record I am six foot four and sixteen stone none of it fat. By god I would be angry.

Oh, and to rub salt in the wound, they've been using 'my' car as their lunchtime runabout.

Nice, when they know I work next door and see what they're up to.

Hi Louis, When you say your car, do you mean your new car or your old car, if you traded it in that is?

Ian

Oh, and to rub salt in the wound, they've been using 'my' car as their lunchtime runabout.

Nice, when they know I work next door and see what they're up to.

That would be the final straw for me- I wouldn't settle for anything less than the cash back in full. Wouldn't want the car after they'd had been ragging around in it getting their greasy burger king fingers all over it....

Hi Louis, When you say your car, do you mean your new car or your old car, if you traded it in that is?

Ian

The new car - the chain's owner assures me that it was just being moved from their lockup around the corner, but he's going to investigate fully tomorrow.

I've spoken to the owner at length now. He rang me at about 6.45 in the end.

We've agreed a deal, but frankly it's a deal that's disappointing. He has apologised at length, and that's goes some way to repairing the faith I've lost with them (but not all the way). I was misled by the original salesman, and there's very little the owner can do about it - I accept that, and at least he has been honest with me.

The details are long and complicated, but the summary is:

- I was mis-sold 2 years free servicing, which the dealer is now having to fund out of their pockets

- I was misled on the price, and the salesman cocked up some of the price calculations and the order form.

- The Sales Manager, having realised his and his colleagues' mistake (and being obviously embarrassed about it) has run around like a headless chicken promising things he can't afford.

- As a result everything he has suggested to his manager has been rejected as being unaffordable.

It got to a point in the discussion where the owner was able to offer 3 years free servicing, and the cost of the missing option removed, and that left them with roughly £40 margin.

I'm happy that they've done their best to try and resolve a situation which was largely caused by an unscrupulous salesman who is no longer with the company, and have settled, and decided to take the car.

That said, I'm unable to recommend said dealership to any other forum members...

I would have expected some good will, but can accept that financially they'd be better off waving me goodbye and selling the car to someone else. There's not a lot they can do about a misleading salesman who's no longer with them I guess.

Some of you might feel I'm rolling over too early, but I need a car to drive, and can't afford for this to go on forever.

I haven't yet decided whether I'll log a formal complaint - I might do, but I'm emotionally drained now and just want to enjoy my new car as much as it's now possible to. The case is still open with SKODA UK, and I might still write to the CEO.

The end. Hopefully.

Please do write a complaint as emotional it might be and shame on the dealership.

I think you've made the best of the situation you where put in,

I hope everything from here is smooth running