That's fairly typical, anything to delay actually paying the money.

 

I'd keep the pressure on and tell them they've got 28 days to pay or you'll take them to court.

 

Really well done on getting this far though. I'm guessing that even if you decide to go Skoda for your next car, it won't be from that dealer?

Edited 21 July, 20169 yr by spacenase

They will never see me again. I am sure they'll be just as happy about that as I will be.

That's fairly typical, anything to delay actually paying the money.

 

I'd keep the pressure on and tell them they've got 28 days to pay or you'll take them to court.

 

Really well done on getting this far though. I'm guessing that even if you decide to go Skoda for your next car, it won't be from that dealer?

...or give them 14 days to pay up, after which you will start charging interest at the same rate as banks do for going overdrawn....

I've done this sort of thing a few times now, and it is easy to take it personally but after a few times you realise it is just not worth taking it to heart. 

 

Over the time I have had similar dealings from Ford to BMW, Porsche and JLR, most I have won but they all acted the same. First time my blood boiled but not so much now.

 

Persistence is the key (as has been proved here) and if they see you seem to know what you are doing, and won't give up they usually cave in eventually. On-time full service history, independent reports, and subject access requests are all powerful things when dealing with big companies.

 

If I refused to buy from every car company I had a disagreement with, I think I would be walking everywhere by now 

My bank has recieved payment from VWFS. I must say that I have been very pleased with the way VWFS have dealt with my dispute. I expected very little from them after encounters with the Delear and Skoda Customer Services, but they have always been courteous and followed-up on everything they had promissed. It may have taken them 4-weeks to process everthing but I cannot otherwise fault them. Credit where credit is due.

 

Now I await Essex Auto Group and SUK to pay their part. From past experience I expect they will continue to delay and obflusticate.  

Fantastic result! Really pleased for you that VW have sense and kudos for having the patience and determination to see this through

If I refused to buy from every car company I had a disagreement with, I think I would be walking everywhere by now

I understand you, but the choice is much easier for me. I have purchased new cars from six different manufacturers within the past 27 years and only had problems with one. Despite a positive experiemce when dealing with VWFS, it does not compensate for 3 months of dreadful Dealer and SUK service. Skoda will not see me again.

Edited 23 July, 20169 yr by Orville

My Credit Card Section-75 Team called saying that they would start pursuing my case with Essex Auto Group. I asked them to hold as VWFS and Skoda last week agreed to pay all costs. VWFS have already paid part,  but EAG are being characteristically slow with their part. The Section 75 hounds are holding but will be unleashed if EAG do not pull their fingers out within the next 2-weeks.

Top Man! Take a bow!:-)

As anticpated Essex Auto Group are creating further delay with their part of payment. Apparently they submitted their claim towards SUK incorrectly, and will have to do it again. Whether this is just another proof of incompotence, or a deliberate attempt to delay/antagonise I do not know. Skoda Customer Services are apparently prodding Essex Auto Group to get a move on.

I have still not received payment for the remaining 50%, despite having received written confirmation from VW almost a month ago. Essex Auto Group are awaiting payment of the warranty claim from SUK before they will provide me with a cheque. Essex Auto Group messed up the first claim attempt (one week delay), and now the second claim has sat for three-weeks awaiting SUK Head Office approval. I have spoken with SUK Customer Services, and they will chase things again. If this carries on for much longer I will pursue the section 75 claim which is currently on-hold, pending promised payment from EAG/SUK. SUK really are shambolic.

Madness. I would be asking why EAG can't pay you and wait for SUK to pay them in their own time. Surely the amount involved is not going to have much impact on their cash flow?!

 

The S75 route doesn't guarantee that your CC company will make any attempt at recovering funds, so it may end up hitting the CC company in the pocket rather than the dealer/Skoda.

After all the goings on I think EAG are holding on paying is for spite.

 

 

Looks like there sore losers

I have already asked why the Dealer refuses to pay up-front, especially after they were the ones who offered to pay 50% originally. According to SUK Customer Services in a conversation this morning it seems that EAG does not trust SUK to pay up, which is why they have insisted on SUK paying them first. It is a damning indictment when Skoda's Authorised Dealer does not trust Skoda to pay on an AGREED (received in writing) refund. I cannot fathom why they SUK Head Office are taking this long, unless it is deliberately to antagonise their customer, or to continue this post indefinitely...

 

Even SUK Customer Services have admitted that I have been treated terribly, and the whole issue should have been dealt with far quicker.

I wonder if this was their get out clause after the disaster with the DMF on MK2 Octy and others.

 

6000 miles seems ridiculous and I'm sure if you'd gone to court it would have been interesting.

Still glad you finally got it sorted out without going there, although I get the impression VW would have paid out before court, as they wouldn't want a ruling against them.

Relations and lack of trust between SUK and EAG are not really your problem. Tell them that.

Give them 5 days to pay or you'll be applying to the small claims court. You've been patient enough; give them a final ultimatum. Make sure you send it recorded delivery for a signature.

I can't believe you've waited this long when you've got confirmation they owe you!

I guess they are just trying to put any other VAG owners off making a warranty claim against any almost new clutch failures, whether or not there is clear and proven manufacturing defect. I have learned three important lessons from this.

#1. Do not use Essex Auto Group, ever.

#2. Never buy another Skoda. I like the car but their Customer Service absolutely sucks.

#3. Retaining the faulty parts was key. EAG charged me £15 extra to keep my own clutch, but it was £15 well spent.

I have already asked why the Dealer refuses to pay up-front, especially after they were the ones who offered to pay 50% originally. According to SUK Customer Services in a conversation this morning it seems that EAG does not trust SUK to pay up, which is why they have insisted on SUK paying them first. It is a damning indictment when Skoda's Authorised Dealer does not trust Skoda to pay on an AGREED (received in writing) refund. I cannot fathom why they SUK Head Office are taking this long, unless it is deliberately to antagonise their customer, or to continue this post indefinitely...

Even SUK Customer Services have admitted that I have been treated terribly, and the whole issue should have been dealt with far quicker.

This behaviour by dealer and SUK rings true.

My car needed a lot of work from new and the dealer paid for all the work themselves in order to return the car to a satisfactory condition. This fiasco was prolonged for months and when I finally accepted the work and car the dealer was still waiting for payment by SUK to cover the work done, which was about £3000.

Dealer trying to make the right impression to me (new customer), very honourable. SUK doing their upmost to distance themselves from this monumental blunder.

I guess they are just trying to put any other VAG owners off making a warranty claim against any almost new clutch failures, whether or not there is clear and proven manufacturing defect. I have learned three important lessons from this.

#1. Do not use Essex Auto Group, ever.

#2. Never buy another Skoda. I like the car but their Customer Service absolutely sucks.

#3. Retaining the faulty parts was key. EAG charged me £15 extra to keep my own clutch, but it was £15 well spent.

I don't wish to sound like an American claims lawyer but are you seeking compensation for all the time you have lost chasing this?

I don't wish to sound like an American claims lawyer but are you seeking compensation for all the time you have lost chasing this?

From the start I just wanted my money back. Motorcodes have said that they can chase compensation and a formal SUK/VAG apology on my behalf. The longer this goes on the more I feel like sharing my experience through the Auto Press, Watchdog and Online Media. I have kept records of all written, spoken and electronic exchanges with SUK, VAG and EAG. There have been approximately 50 emails, 55 telephone calls logged, several letters and two face to face exchanges with Dealer technicians.

This topic now has over 30,000 views. It would have been far better for the Dealer, Skoda and myself if the parts were correctly checked and replaced under warranty to begin with, or if Skoda dealt properly with a legitimate customer dispute post-replacement.

Motorcodes have officially raised my case with Skoda UK Executive Team today. They had a huge backlog of cases but after ~2 months have finally gotten around to helping poor little me. I have updated Motorcodes regarding current status and asked them to pursue a written apology from Skoda and fair compensation for my treatment. I have also asked them to chase the outstanding agreed Dealer payment.

 

I was also called by Skoda Customer Services who provided me with the contact within Skoda Executive Team. As this is now above Customer Services heads, they will not be handling my case anymore and I will deal direct with Motorcodes and the Executive Team. Apparently Skoda UK will undertake a full investigation.

Edited 12 August, 20169 yr by Orville

With the emissions scandal and the recent unlocking news, I wonder if the media would be interested in your story. No doubt other people have paid for faults that should have been rectified under warranty - most of the public will blindly believe what a dealer tells them and bend over and pay because they need the car.

I know that all you have ever wanted was a quick settlement but there is a sort of morbid fascination of watching a train wreck in slow motion.

Goodness knows how long an internal investigation will take?

I hope the final written apology comes beautifully wrapped in red tape.

This deserves airing in the press - it's the one thing big corporates actually fear.  And if it's out there, it becomes a public precedent to refer to for the next poor sod who finds himself in your shoes.  If you keep it quiet then Skoda can ignore it for the next chap, who will then have to do everything you've done...

 

Oh - £15 to get your OWN worn part back?!?  You've GOT to be kidding me!!!

 

Finally - EAG - definitely raise a claim against them - hopefully it'll ding their credit score...