I have a Jan 2013 Octavia VRS DSG Estate with 23k miles. It is in superb condition except that the driver seat RH bolster has collapsed. As we are halfway through the warranty period I assumed this would be a warranty repair.

 

The local Skoda Service garage claim that Skoda UK won't honour the warranty and Skoda UK claim that it is the garage's call that I have misused the seat and it is their decision not to repair under warranty. 

 

Who is responsible in this situation ?

 

What do I do next ?

 

Is the small claims court the next step ?

 

 

Please Help.

£800 to repair a seat on a new car that has been well cared for seems somewhat ludicrous.

 

Skoda UK have approved Bolster Repairs,  New Seat Bases or Seat Backs just recently.

 

So have the Dealership Warranty Manager think again,

& check with Skoda UK,.

They can take photgraphs, write a report and submit that.

 

?

Who was the Person in the Dealership that gave their opinion.

 

Or 

Call & Email Skoda UK Customer Services yourself, get a Case Handler, & forward your Email to the Dealer Principal 

where you have already had the Unhelpful advice from.

 

george

Thanks for your reply George.

 

I have contacted Skoda UK and have a case handler who said it is down to the dealership who said I misused the seat.

 

If he won't change his mind do I escalate with the Dealer or Skoda UK ?

How can you Misuse a seat, unless you've been, well you know  

Who in the dealership is checking the seat? And get that in writing from skoda UK customer services. Then get a second opinion from a skoda warranty manager.

This appears to be another Skoda - your word against mine issue, when the car is within warranty.

 

They (dealer /Skoda) seem to go into defensive mode immediately.

 

What ever happened, to assuming that the "Customer is always right" attitude, which most sellers / manufacturers take.

 

Get at minimum a goodwill claim raised with Skoda UKCS and get the dealer and or them to prove that you are at fault, by your misuse.

 

Hope that you have not done something exceptionally stupid or extreme , if not go for them in a constructive and professional way.

 

They need to prove that the components or assembly was fit for use and not faulty.

 

 

Edited 11 November, 201411 yr by vrskeith

It's Skodas responsibility, they either approve or decline the warranty claims that are submitted by the dealer.  I expect that the dealer doesn't want to get in the position of doing the repair and having the claim declined, leaving them £100s out of pocket.

 

As a customer you'll have more influence on Skoda to get them to pay for the repair than what the dealer will have.  The dealer won't be too bothered whether it's warranty or not, as long as they get paid for doing the repair.

Thanks for your reply George.

 

I have contacted Skoda UK and have a case handler who said it is down to the dealership who said I misused the seat.

 

If he won't change his mind do I escalate with the Dealer or Skoda UK ?

look at member chrisgreen posting, he got his resolved underwarranty

The first thing I would do is go to another dealer and get their opinion.

look at member chrisgreen posting, he got his resolved underwarranty

Yep - got mine done under warranty (9 month old car that had done 6.5k), all approved straight away, but the dealership stalled for a month before finally ordering the part, then did a very shoddy job fitting the new seat base.

Thanks for your reply George.

 

I have contacted Skoda UK and have a case handler who said it is down to the dealership who said I misused the seat.

 

If he won't change his mind do I escalate with the Dealer or Skoda UK ?

Any update?

Dealer, Leicester Sandicliffe, dismantled the seat and said it was obvious that it had been mistreated and therefore could not be repaired under warranty.

They quoted £880 to repair the seat including the minor leather damage or £350 to replace the foam but leave the leather damage.

 

I told them that was too expensive and to put everything back as it was in its damaged state and that I would go somewhere else for the repair. They then offered to replace the foam for £147, which I reluctantly accepted.

 

Still leaves a very bitter taste due to the fact that I no longer have any faith in the Skoda warranty and  my next new car will have to be a manufacturer whose warranty I trust.

 

Got to have seats that last longer than 20 months.