I'll try to keep this succinct.

Collected my SE Business on 6 November.
I realised at the point of collection that the rear wiper I'd specced was missing. Dealer went to check paperwork then advised that lease company had missed it off the order. I was disappointed to say the least but having waited 3 months I decided to take the car as nothing could be done there and then and I'd be without transport having sold my own car for collection the next day. The dealer gave me a couple of Lifeshine Glass Guard bottles to apply to rear screen.

When I got home I emailed the leasing company, their response was that the order form signed by me and submitted to the dealer had the rear wiper option listed.
Cue a week of 'it's them, no it's not us it's them, culminating in stalemate with neither party accepting responsibility.

Today things have changed. The dealer has sent their copy of the order form to the lease company. This is the order form with the rear wiper missing. I asked the lease company to forward this to me.
The document that arrived is identical to the one I signed and scanned back to the lease company on 4 August, even down to my signature and my circling of the 'yes' option on the maintenance section. When I say identical, I mean almost, as the three magic words "and rear wiper" have mystically disappeared from the dealers version. Side by side everything is identical, my signature, the hand written date, except my colour PDF order form has somehow turned into a more grainy bkack and white facsimile missing those three words.
I'm shocked, no, sickened that a Skoda main dealer would stoop so low as to doctor an order form rather than accept that they've made a mistake.

I have asked the lease company to request that the dealer advises them of the time and date that the order form email arrived, so they can compare, of course this won't be possible as the document has been amended.

What's the name and shame policy here?

Edited 2 December, 201510 yr by Pete T

What's the name and shame policy here?

 

I don't disbelieve what you're saying but it's always at the back of Colin's mind that the Site is ultimately responsible for what is posted.

In saying that, and as you have proof of what you're alleging, I'm sure that people will be interested to see how this progresses.

Miss out the dodgy 'middleman'.

 

Contact Skoda UK directly, I'm sure they will be interested to hear how one of their trusted franchised main dealers is going to extreme dishonest lengths to cover their backsides.

 

It is likely a rogue salesman rather than the overall attitide of the main dealer but still, let Skoda UK look into it on your behalf.

 

Drop them a quick email, they usually respond via the telephone within 24 hours...

 

http://www.skoda.co.uk/about-us/contact-us 

That link is no good, Mate.

Miss out the dodgy 'middleman'.

 

Contact Skoda UK directly, I'm sure they will be interested to hear how one of their trusted franchised main dealers is going to extreme dishonest lengths to cover their backsides.

 

It is likely a rogue salesman rather than the overall attitide of the main dealer but still, let Skoda UK look into it on your behalf.

 

Drop them a quick email, they usually respond via the telephone within 24 hours...

 

http://www.skoda.co.uk/about-us/contact-us 

 

Oh don't worry, Skoda UK have been sent a rather long email complete with a couple of interesting attachments.

Hmmm... I think you can get as tough as you like on this one...

http://www.legislation.gov.uk/ukpga/1913/27/body/enacted

A few years ago I had a similar dodgy paperwork incident and it was Trading Standards who pushed a criminal prosecution through.

That link is no good, Mate.

 

Strange, second time lucky?

 

http://www.skoda.co.uk/about-us/contact-us

My dealer sent me the configuration sheet to make sure that it included everything and asked me to sign it to say that it was all OK.

 

A really easy way to make sure that nothing is missed off the order  

My dealer sent me the configuration sheet to make sure that it included everything and asked me to sign it to say that it was all OK.

 

A really easy way to make sure that nothing is missed off the order  

That's fine until you get my situation, I specked many options Inc Smart Light Assist, which were on the, signed by me, order sheet but because of comments in this and other Briskoda forums I took advice from several Briskodians and rang SUK, all items on the build sheet except for SLA. Rang my dealer and it's apparently on his order sheet they rang SUK and it's not on their outgoing sheet. Car being built next week, headless chickens running around all over the place and I've told my dealer "No SLA no acceptance". Thinking of the Volvo now there are fantastic discounts available with th V90 coming out.

As the OP, I've avoided adding to this thread whilst the case was in the hands of Skoda Customer Services but today I have been given my resolution options -

1) Keep the car as delivered (and receive no apology or goodwill).

2) Give the car back (to Volkswagen Financial Services - VWFS) and pay for the mileage used already pro-rata, under the standard distance 14 day cooling off period (and receive no apology or goodwill).

So my options are put up or shut up. To say I'm dumbfounded is a complete understatement.

 

Let me summarise;

• Alex Lawrie Skoda, Liverpool have failed provide the vehicle specified by me through lease company Fleet Prices. Alex Lawrie Skoda have in fact forged the order form to make a poor copy which is missing the three words 'and rear wiper'. They advise that retrofitting the wiper is 'not possible'.
• Skoda Customer Services are completely disinterested in this and say that the responsibility lies with the dealer. They cannot 'make' the dealer do anything.
• VWFS, who own the car, say that they also cannot 'make' the dealer do anything.

So, the dealer has committed an illegal act by altering a legal agreement, presumably after I had pointed out that the wiper was missing. Subsequently, no-one is interested in doing anything about it and Skoda UK are basically advocating one of their own dealers committing forgery / fraud / deception.

 

If I send the car back I must stop using it immediately so I will be without transport. If I keep it, yes I can probably live without the wiper but why should I, it's not what I ordered. The car has awful rearward visibility without the wiper and my rear facing dashcam would be useless if it's raining. I wouldn't mind so much if the dealer had been honest and admitted their error from the outset but since I found out that their fleet administrator had lied to my face when I collected the car I really want someone brought to book over this.

 

Citizens Advice have advised that they would be happy to take on the case as the law has been broken and I have sufficient evidence.

 

I really don't know what to do now, I've spent around 6 hours emailing and telephoning for absolutely nothing. I feel I've been backed into a corner with this. Through no fault of my own I have a sub-standard vehicle and if I give it back I'll likely have to wait weeks or months for another (and it won't be a Skoda) and have to sort some other transport in the meantime. All because of some complete moron who can't do their job properly. It stinks.

Wowsers.

 

What a crap situation, and I sympathise.

 

Other than this wiper issue, are you happy with the car? Also, are you out of pocket (i.e. I assume you paid for this option?).

 

For an easy life, if I was otherwise satisfied with the car then I'd just register my distaste at their behaviour, and vote with my feet next time. Life's too short etc.

 

However, they have you by the short and curlys really, as they know you are unlikely to simply hand over the keys and settle up pro-rata for its use. That really does look like the only other option though.

 

I agree that this is likely to be the actions of an individual rather than the dealer or Skoda UK, but their surprising lack of apology or goodwill astonishes me to be honest.

 

Try to put it to bed and enjoy the car imho. 

Pete T you have me concerned now, I have ordered from them, took 8 weeks to get a order number and all of a sudden the vw was put back by weeks. Comm's have been non existent when people on the site have ordered at the same time or even after me and they have build weeks this year starting to think they never ordered my car in the first place. I need to speak to skoda uk to make sure my car is as ordered. Not a great way for you to start with what should be a great car that is tainted by this bad experience. Good luck with your claim don't let them off lightly sound like they need to learn a lesson on customer service.

Life's too short. Its a great car. Forget about it and move on. It's not like they delivered a car with the wrong engine. It's just the wiper. Yeah its inconvenient but lets be honest it looks better without anyway !! Buy a bottle of RainX.

 

Or don't and let it eat you up inside..... It's just not worth it ....

 

p.s. Yes I understand they have lied etc

Edited 27 November, 201510 yr by Nick_H

You need to get a letter sent by a solicitor. The options for sorting it out to your satisfaction are likely to suddenly and significantly improve.

I will add my thoughts and agree with the others who say keep the car. The issue is not a significant one as seen objectively from a distance and that is probably why you are being given the options you are.

I can see the frustration of your position but if you really like the car in all other respects then why penalise yourself further. Keep the car and think about how to pursue the fraudelent actions of the dealer from that position.

 

Although the dealer is saying retrofit is not possible you may be able to find independents or people on here who could help you in that way. Maybe not today but in the near future. Then you would have a specific claim re costs to pursue.

Edited 27 November, 201510 yr by Sagalout

(Short version of many issues)I ordered an Octavia in June, after 18 weeks I went to see the car to find it did not match my spec, as you have found Skida UK are not interested and the dealer refused to re order for the same price. I now have a superb on order... I just hope they haven't messed up this time as it will be over six months by the time I receive anew car

Thanks for the input folks. I think I'm going to keep the car. I will be at a distinct financial disadvantage if I give it back and leave myself transport-less.

 

I'm not going to let the matter go and I intend to let Citizens Advice take the matter forward from a legal perspective.

 

I am bitterly disappointed at the actions of Alex Lawrie and their subsequent attitude of denial and indifference. I'm equally disgusted at the distinct lack of interest and action from Skoda and VWFS.

 

Hey ho, you live and learn, VW Group are off my future shopping list that's for sure.

Enjoy the car but have an "after event" smile by as advised above and get a solicitors letter as it is fraud, albeit minor and have the last laugh by seeing what the letter does with the support of the solicitor and CAB, make it awkward for them and then inwardly smile.

I was in exactly the same situation. My L&K had the rear wiper specced but not on the vehicle delivered. Tbh I didn't notice until the evening of delivery as I was excitedly playing with the car all day. It just came to me about 10.30 that night that I couldn't remember seeing the wiper!

Mine is a Lex company car and they checked the order and it was a dealer mistake that missed it off. The dealer gave me £200 M&S voucher which I was ok with. I like the look without the wiper but it has been a bit of a pain in the recent bad weather, but no more than when I had a Passat.

Skoda could probably save themselves hassle by the default spec being with rear wiper and having to specifically unselect it.

Hope it doesn't spoil your experience too much.

I think if they had apologised and sent vouchers he would have happy but as they (collectively) made no attempt is I suspect what piddle him off.

Thanks for the input folks. I think I'm going to keep the car. I will be at a distinct financial disadvantage if I give it back and leave myself transport-less.

 

I'm not going to let the matter go and I intend to let Citizens Advice take the matter forward from a legal perspective.

 

I am bitterly disappointed at the actions of Alex Lawrie and their subsequent attitude of denial and indifference. I'm equally disgusted at the distinct lack of interest and action from Skoda and VWFS.

 

Hey ho, you live and learn, VW Group are off my future shopping list that's for sure.

 

Auto Express also have a page where they help with car & dealer problems & it's amazing how often it gets resolved once the manufacturer & dealer realise their response is going to be in a national motoring magazine!

 

You could also try BBC Watchdog if you wanted to make it really uncomfortable for them.

Trading standards

Thanks for the input folks.

"I'm not going to let the matter go and I intend to let Citizens Advice take the matter forward from a legal perspective."

Just so you are clear. Citizens Advice will not pursue the action for you. They provide advice and signpost clients to appropriate remedies.

Edited 28 November, 201510 yr by kevberlin

(Short version of many issues)I ordered an Octavia in June, after 18 weeks I went to see the car to find it did not match my spec, as you have found Skida UK are not interested and the dealer refused to re order for the same price. I now have a superb on order... I just hope they haven't messed up this time as it will be over six months by the time I receive anew car

I found out, days before going into production, that one of my specs was not on the final order form from SUK to the factory, got it all sorted via some great assistance from my dealer (who's fault it wasn't) and admittedly an extra months wait.  More on that later when the saga is complete.  Following advice on another thread I contacted SUK (through their contact page on the web site) gave them my details, inc order No and they emailed me with the complete spec (as it left them).  The email took a week to reply but if you are in a hurry phone SUK customer service give them your order number and they will read the final order over to you and of course update you on your build week (BW).