My new Octavia Scout has arrived - however it has been fitted with alcantara upholstery which I did not order. It was never mentioned in the ordering of the car.

The rest of the specification is correct.

The dealer wants an extra £900 ish for this, he will chuck in a boat liner and set of rubber mats also.

We ordered during the Skoda pay the VAT period and due to using Carfile brokers managed to get a bit more off the price.

In one way we're getting a better car - but having to pay for Skoda or the dealers error.

The brochure that I have states the extra cost £1220 with heated seats, but the skoda website states it costs £1105 and an additional £275 for heated seats. The dealer tells me his brochure states £1400 plus £275 for heated seats. So I'm not too sure who to believe here. We ordered heated seats but not leather ones.

Due to the discounts we got when ordered the dealer won't shift - but we need the car. We currently are borrowing a car & hiring on and off while waiting for the Scout, so we don't want to re-order and wait longer.

I've phoned Skoda Customer service who are investigating - any advice would be great.

Hi there,

It's sad to hear you have been let down by a dealership.

I have had problems with a Skoda dealer in the past too and I have to say,that once Skoda UK got involved,things were pretty much sorted out right away.

I would suggest that they will be on the ball and help you out to resolve your problem.

It's just a shame that the dealers seem to often let down the brand itself.

Cheers

Bradley

What does the written confirmation of your oder say?

Once the order was offically placed you will have received a copy of the order form.

This should give you a break-down of all the features you ordered and the total price.

Take this form to your dealers and request the car that you ordered and agreed a price on.

This is unfortunately going to mean a longer wait - of the dealership will decide this is too much hassle and give you the vehicle that has arrived at the price you were quoted

If you aren't really, really desperate for the new car then I'd tell the dealership to get the vehicle that they were contracted to supply - ie what is on your order form.

Sorry to hear that after all your wait the order isn't correct. This isn't the first time i've heard of errors when going through a broker & dealer.

There seems to be no end of confusion over specifying options. The skoda website and the brochure don't always agree and in some instances are very misleading. Add to that the fact that there have probably been two brochures since you ordered yours, then you will need support to sort it out.

As previously said, go through Skoda UK Customer services as you have a contract, and if that doesn't say Alcantara & heated, then they will have to figure a way round it!

Despite the many comments about Customer services on here I have only ever had good help and support from them

If they are easy enough to swap, I could pay you the £900 and swap you my 4 week old standard heated ones

Firstly I would speak to Skoda Customer Service about this & see what their opinion is.

As Stoofa says, you can take your order form in & demand your car with the spec you ordered. Whilst there may well be a significant delay the good news is that Skoda will provide an 'after sales vehicle' if your order is over 24 weeks, so no hire car expenses for you. My car was delayed & I enjoyed a number of Skoda's at their cost .

Good luck

if your going to pay for it id want a lot more than some rubber matts and a boot liner thrown in dealership servicing free or something would be a fair addition to this id say and defo a FULL tank of go juice

If they are easy enough to swap, I could pay you the £900 and swap you my 4 week old standard heated ones

That sounds like a good compromise, particularly if you 'reluctantly' agree to it as long as you have the first two or three services free of charge!

Their mistake why should you have to pay extra?

Unfortunately because it's a Scout the dealer would probably be quite happy to let you storm off and let him sell it on the forecourt at a premium because of the waiting list for them.

I would start to stamp your feet a bit.

Given you're in Sheffield I can probably guess the dealer...

However, I'd suggest that if you didn't order Alcantara and it isn't on your confirmation then it is not your problem to sort out and is a simple error either by the ordering dealer or the broker (regardless of any extenuating circumstances and how this may have come about between the broker and the dealer).

There are then only really two ways forward - you either get the car at no extra cost (and the broker and dealer resolve the issue between themselves) or they order you a new car and provide a courtesy car in the meantime (again at either the broker or dealer's cost).

If you get no joy from them yourself then a quick letter from a solicitor may prod them into action.

Possibly a daft question, but is there another car being delivered to someone which has the specification that you actually ordered and they'll be screaming "Where the bl**dy Alacantra seats I ordered?"

Can Skoda check the manifests etc and see if there's been a mix up that way?

Hi

Do not be tempted to think you will get the money back come trade in - 'cause you won't.

what is a man to do, it's not a problem i would want and don't know what to say just be nice for know and play hard ball when you need to.

When my car arrived it had the multi function steering wheel, that he wanted to charge me for so i showed him the agreed price that he had written so he had to agree on the price we had agreed and i won and got it for the price we agreed on!!

Welcome

Pretty much as most have said, explain that if the alcantara had been an option you were prepared to pay extra for then you would have specced the car with it!

Personally I would not offer a penny extra, it's their mistake, they either wave the cost or supply you with a car whilst the car you ordered is built.

Thanks for all your replies.

I have thought about forcing them to re-order with the spec I ordered. However I kind of need the space the car has for work.

I can't imagine they would lend me an estate car to be honest.

My personal thought is they messed up - they should pay up. In my profession if we screw up we get sued.

I'm waiting for customer services to call me back - with their response. I'm playing nice with the dealer whilst waiting for customer services.

Oddly the dealer phoned and left a message saying I could pick the car up tomorrow - maybe customer services are on their back?? This is a few days earlier than the dealer said would be possible last week when it arrived in the UK.

It is fairly simple - you have a contract with the dealer.

If there has been an error at the factory or by the dealer then you should not have to pay a penny more.

Stick to your guns - say you want the car at the price you agreed on as it is their error, or they supply you with a similar spec (ie 4WD Estate) whilst they reorder the correct car. Either way, you won't lose out - why should you??

Many years ago I worked at a couple of Vauxhall main dealers - it is not uncommon for dealers to make a mistake and they will always try it on with the 'punter' first so they don't lose out.

Have you given them your insurance yet to register and tax the car? If you have you are on to a winner as if they register it they have added an owner and reduced the resale value as it is no longer a new car if you back out of the deal.

I am sure Skoda UK will make them see sense - try giving Trading Standards or a CAB a call (if you can ever get through to one) as they are in breach of contract if you have to pay more or wait longer and suffer financially due to their error. Local Press are always a good one to get involved as well if it looks like they are going to take the mick - if there is one thing the motor trade hate it is bad publicity as everyone expects to get ripped off anyway, so the threat of bad publicity usually helps

Ask to speak to the dealer principal, stay calm and collected and explain the situation and the fact that you are hiring a vehicle and I am sure you can sort it out.

Oddly the dealer phoned and left a message saying I could pick the car up tomorrow - maybe customer services are on their back?? This is a few days earlier than the dealer said would be possible last week when it arrived in the UK.

Sounds like they have a target to hit on new vehicle registrations and the corresponding bonus from Skoda. I wonder when the end of the month is in Skoda dealer land?

Sorry to hear that after all your wait the order isn't correct. This isn't the first time i've heard of errors when going through a broker & dealer.

There seems to be no end of confusion over specifying options. The skoda website and the brochure don't always agree and in some instances are very misleading. Add to that the fact that there have probably been two brochures since you ordered yours, then you will need support to sort it out.

As previously said, go through Skoda UK Customer services as you have a contract, and if that doesn't say Alcantara & heated, then they will have to figure a way round it!

Despite the many comments about Customer services on here I have only ever had good help and support from them

If they are easy enough to swap, I could pay you the £900 and swap you my 4 week old standard heated ones

i order though carfile and the dealer is not in sheffield, i when to the showroom in mansfield and went though the option i wanted and the price agree, i have to agree regarding the dealer not trying to help as the car was though carfile and they profit on the car is very little, dont think they will be willing to lose £900 on the seat, why not meet half way or come up with free service and goodies, this way the sale will still be a happy

I tend to agree with the sentiments of others. If you have written confirmation of what you ordered then stick to your guns. A call to Citizens advice or a solicitor may help confirm where I think you stand. If its looking good legally then stick out for what you want or a free of charge car until they can get what you want & that car must be an equivalent to a scout, ie 4x4 estate etc. dont push the 4x4 too hard as they may just get you a proper 4x4 & you will be puttting the fuel in it but certainly a reosnable spec estate car.

If you get the Alcantara it is rather nice

Whatever you do dont be rushed into a decision, you have the moral high ground so let the stealer sweat. One option is put a bit towards it & get them to throw in the first few services for free, Dealers have published prices for the services so it will be easy to calculate & it offers the dealer a way of balancing his books

It could be worse, One member on here years ago ordered an Octavia L&K estate, arived all excited & the dealer had ordered a hatchback. The dealer was pretty good about it, admitted it, a deal was struck & he walked away with the hatch.

Edited 19 July, 201114 yr by Stuart_J

don't be sympathetic for the dealer, they do very well! you should not loose out one penny. if they cancel u can claim for your loses.

Local Press are always a good one to get involved as well if it looks like they are going to take the mick - if there is one thing the motor trade hate it is bad publicity as everyone expects to get ripped off anyway, so the threat of bad publicity usually helps

+1

I'd make it plain to the dealership (especially the owner/CEO) that you are going to cause as much trouble as you legally can. Local press are pretty feral and love any story. Trading standards will inform you of your legal standing, they're usually very good.

Does anybody have an up to date brochure regarding the cost of alcantara seats.

The one I have is from March this year states £1220 including heating.

Now I ordered heated seats which cost £275. So I reckon the extra is £945, with the dealer wanting £900 he's only knocked off £45.

Skoda customer service seem to agree that the dealer has knocked £500 off - i.e £1400 for the leather, down to £900. With heated seats extra on top.

The customer service people seem to be negotiating - and the cost seems to be coming down further which is good. I'll wait and see how much they can get the price down / servicing etc before contacting a solicitor. Speaking to a friend on the phone who is in the law reckoned try this approach before incurring legal costs.

Does anybody have an up to date brochure regarding the cost of alcantara seats.

The one I have is from March this year states £1220 including heating.

Now I ordered heated seats which cost £275. So I reckon the extra is £945, with the dealer wanting £900 he's only knocked off £45.

Skoda customer service seem to agree that the dealer has knocked £500 off - i.e £1400 for the leather, down to £900. With heated seats extra on top.

The customer service people seem to be negotiating - and the cost seems to be coming down further which is good. I'll wait and see how much they can get the price down / servicing etc before contacting a solicitor. Speaking to a friend on the phone who is in the law reckoned try this approach before incurring legal costs.

I assume you know but Alcantara & Leather arent the same thing. On the Scout when we ordered about 2 years ago Leather wasnt an option but Alcantara included the heated front seats so no need to pay extra for that

Edited 19 July, 201114 yr by Stuart_J

Brochure on the web site http://www.skoda.co.uk/GBR/newcars/octavia/equipment/Pages/default.aspx?model=1Z5S

Ring another dealer to see if Alcantara still includes heated seats as its now listed seperately but that might just be extra for the basic seats

Edited 19 July, 201114 yr by Stuart_J

Yeap - I know they are different things.

£1220 is what the brochure states as per your web-link & states that heated seats are included with the cost.

So my Maths makes above is correct in my mind.

£945 is the difference!