Warranty Issue Due To Non Dealer Servicing

[Puzzler]

Hi,

 

I currently own an Octavia II VRS TDI which I use for personal use and work. I bought this from Heyselden Skoda in Doncaster as an ex-demo (61 plate) and have had a constant issue with knocking whilst changing down gear and if lifting off the throttle suddenly (I posted the issue on Briskoda at the time). Despite Skoda eventually changing the Mechatronic ECU and then the full gearbox, the problem has remained despite many visits back to the dealer who has stated that no fault could be found. Today, I took a technician out for a drive who noted the fault before we even got out of the dealer carpark.This, I thought, would mean the problem would finally be rectified after nearly 2 1/2 years. But not so!

 

Due to Skoda charges, I use a VAG specialist garage for all servicing. This garage uses only Skoda approved parts in order to maintain the warranty and stamps the service record and completes the additional info as would be expected. For some reason, Skoda have today refused to work on my car unless I provide proof that the DSG gearbox oil was replaced on schedule with the desired grade oil. The service book clearly shows this with a clear garage stamp with address and number on. I must also say that this garage is known to Heyselden as it is run by some ex-employees. After several arguments, I managed to get the service department to ring the garage who have confirmed that the service was indeed done by them and the DSG oil changed with the required type on the date provided. Apparently, they are now demanding an email to back this up so my car is sat in Doncaster before the work will be authorised.

 

My main issue is that Skoda have never asked for additional evidence of servicing (over and above the service book) before when they have sorted past issues out. Also, the fault is believed to be a CV joint which is not related to the DSG. I have read many, many posts on the net claiming that Skoda (and in particular Doncaster) have avoided warranty repair work by demanding additional paperwork. As the car only has 4 weeks of warranty left on it, I dont have time to muck about and in my eyes feel that there is more than enough evidence that the car has been maintained to the required warranty standard. The car is used as a fire officer response car and is fitted with blue lights, sirens etc so I am not likely to take short cuts in servicing.

 

The main question I have (sorry for the long winded build up!!!) is can Skoda demand additional paperwork? A brief look at the warranty and I can only see that the car must be maintained to the standard set by Skoda at the required frequency and using only Skoda approved parts. I was going to contact Skoda UK to make a formal complaint but reading through some of the posts, this seems to be a pointless exercise.

 

Any advice would be much appreciated.

 

Cheers 

 

1 p'eed off Skoda Octavia Owner 

 

 

[Huskoda]

All you legally need to prove is that the service was done at the correct time, using parts of a suitable standard and the work was carried out by a VAT registered garage. If they continue to mess about, it's a job for trading standards.

Don't worry that your warranty is coming to an end, you have reported it within the warranty period, so that will be fine. It would be good if you have something written that this is ongoing, perhaps like an email of their demands.

[Puzzler]

Hi,

Thanks. Hoping to not needing to go down that route as they have got my service record and spoken with the garage.

Cheers

[Tall]

I looked into this recently. The law was introduced to stop main dealers' monopolies on servicing new cars. During the original new car warranty you can have the car serviced at any vat registered garage, as long as it's done to manufacturer's specifications. Aftermarket warranties are different tho, they can specify where the car needs to be serviced if they wish.

It seems the onus is on you to prove that the work was carried out to manufacturer's specifications, ie you need detailed receipts. The dealer would probably accept another respected dealer's stamp as sufficient proof, but not necessarily an indie servicing agent's one.

[Its me]

From threads on this and other forums it would also appear that using "non franchised" servicing results in zero contributions to failures that may happen out of the guarantee period.

To me the £50 more a service at a dealer costs is a good investment in the long run.

Regards all

Juan

[Puzzler]

Hi juan,

£50 would not be an issue. Skoda told me my discs were causing a vibration issue and quoted me £585 to replace all round. I had these replaced at the VAG specialist for £240 and the vibration still existed. As the car is also on a long life service schedule, the servicing is around £100 cheaper than the dealers. I do around 26k miles a year hence the potential savings.

Legally the dealer has to honour the warranty as the posts above explain. It's just a shame they deliberately make this difficult for non-loyal customers who give them £20+k for a car but decide to service it locally.

Thanks for the response

Col

[Its me]

Hi Col, I hope you get it sorted and it doesn't involve you having to spend the savings you have "banked"

Regards all

Juan

[Puzzler]

Ok. An update to this ever ongoing issue.

I have provided written proof of my Gearbox service after 2 days of running around and the dealer had decided that the fault was a drive shaft. As they did not have a similar car in stock to change take a drive shaft from (which I was initially surprised to hear), they ordered a new one and fitted on the 15th August. This did not cure the fault so I was told to collect the car as the dealer had recorded the noise the car was making and sent it to the Technical Department which I am led to believe is in Milton Keys. I was asked to wait a week for a response to be received.

Last Friday, I rang the dealer to see if a response was received and after 3 calls, managed to speak to the Workshop Manager (who was extremely helpful to be fair). As I had voiced my dislike of the dealing of my issue, he read out the email trail he had been having with the Technical Department case manager who had basically told Hayseldens to find an identical car and drive it to see if it makes the same noise! As Octavia VRS DSG TDI's are apparently rare (didnt know that), the manager did email back and state that this was difficult and would not assist as this would not identify the fault. The response from Technical was "Do not respond until a similar car is found and driven". He has apologized and agreed this is not acceptable but could not do anything else.

In response to this, I have told him that I am making a formal complaint as the fault has been known for a long time and there seems to be no desire to cure it. Having only 1 week of warranty left, I am a little P'eed off with the response.

 

Does anyone know of the best way to make a formal complaint as I am led to believe this does tend to get things resolved. An email would be preferred so that there is written proof of my complaint.

 

Ta

[Tall]

Is it worth a call to trading standards to see what they'd advise?

[Puzzler]

Hi,

 

Contacted Customer Service who have told me they will respond tomorrow. Ive emailed Citizens Advice who have asked for more info but I will wait to see the outcome of Skoda's response.

 

Cheers