Friend of mine who is fairly high up in a large dealer chain which includes VWG franchises says that they will try their best to stop customers complaining to VW UK etc

 

I haven't asked about Skoda but reading about some of the poor service from dealers on here it's obvious some dealers aren't bothered and neither are Skoda UK.

 

Mind you, I've read the same on Audi forums so who knows what the true picture is. You'd have thought that the manufacturers UK offices would have whipped poor customer service dealers into line to avoid bad publicity but they don't seem that concerned and there are still too many bad dealers.

 

Trouble is they have had it too easy in recent years with high sales.

  

 

Edited 2 April, 20179 yr by VAGCF

23 hours ago, Micky H said:

It's not cosmetic it's broken trim in 2 places on the main dash (rev counter) that not only looks awful it rattles. 2 local franchised dealers including skoda have described it as damage unacceptable in a franchised used car. They have also said it may not be worth the guaranteed value on the pcp as it is damage not wear and tear. I feel I am taking the only route possible but remain very unhappy with my he selling dealer. 

Exactly - it's 'broken trim' which is by definition 'cosmetic' not technical or mechanical! The rattle isn't necessarily related to the cracks - having has 2 Yetis they have both had squeaks and rattles from this area that needed attention.  I don't disagree that it's unacceptable and poor customer service and a well prepared used car should have had this sorted.  However broken trim isn't covered by the manufacturers warranty (as Hortons have said), although clearly if broken in the process of doing other warranty work it would be the responsibility of the dealer doing the work.  I suspect the reason they have been awkward about this is that the part is only available as a larger expensive item so would take out any profit in the car and they know they can palm it off on some other unsuspecting buyer who is less particular (I too wouldn't accept something like this, but know many who would).

 

If you want to make more of this, as others have suggested, I would complain to Skoda UK.  One of the best ways to bring Lookers to account though is to post on the Skoda Twitter feed.  As you point out, although they have honoured the 30 day return policy, you are somewhat out of pocket.  This whole episode is a symptom of the 'national' buyers market we now have whereby customers can find the 'ideal' car at the best price on the internet several hundred miles away.  All well and good and in the majority of cases everyone is happy.  However, it does exhasurbate the temptation for less reputable or customer focused dealers to wash their hands of customers as they set off on their long drive home.

 

I think you have been unlucky though.  Every marque has good and bad dealers and Skoda is no different.  It's just a pity that your experience has tainted your view of a car and a dealer network which is on the whole very good.

Micky H,

 

I would have no qualms about putting the reg number out there in the world of media, especially as the dealer makes no bones about the fact he is going to re-advertise the car as is, so just do it.

Did the log book get registered in your name? If so that will add another owner to the car lowering value and will take some silvered tongue explaining from the dealer as to why you only owned for a couple of weeks, mind you from what I've read on here I doubt if the dealer actually send logs books away immediately!!

 

However, it's time to put the sorry episode behind you, yes it's cost time and money but no ones died, enjoy the thrill of looking for its replacement, fingers crossed all goes well next time.

I understand situations like this can be frustrating and stressful, however having read through your last few posts, picking up the vehicle etc it seems to me that you were very happy with the initial service you received and Part Ex price that you agreed with Lookers.

 

I always try to get a balanced view and knowing a number of people who over the years have worked in the trade you will be surprised by the number of customers who try it on or simply change their mind a week or so after buying a vehicle and expect the garage to just have it back like buying a toaster at the local Argos.

 

Now I am in no way casting aspersions here and not connected to Skoda or dealerships in any way but you did have opportunity to examine the car, test drive etc, I know its not always easy to pick up these things and some things rear their head a few weeks later, but looking from the garage side you were happy when you drove away, the vehicle would of been covered under warranty for any electrical / mechanical issues so all you needed to look for was cosmetic issues of which you found none or those you did find you accepted.

 

Now you have had the car a week which is long enough for you to damage the dashboard (again not doubting you) but if I was the dealership, you also had a long drive home from the dealership so why was the issue not raised immediately? for me the dash and speedo area is probably one of the most looked at areas of a vehicle from a drivers perspective.

 

Having said all that and from my own experience a dealership will try all the tricks and you can bet your bottom dollar that had someone part ex this vehicle they would of been penalised for that damage or charged on return of a PCP deal etc, this is why possibly you had a better part ex deal as there was more value in the car for the dealer to play with, however had you raised this prior to purchasing they would of corrected the issue as in my own experience of missing trim or cracked wing mirrors are put right before final collection but very hard to prove after driving away.

 

Any how it seems to have been resolved even though your slightly out of pocket, but don't think the dealer has come out of this at no cost, the vehicle will likely now need another full valet, re advertisement, paperwork for registration, tax and other admin work etc.

 

At least you were able to sort, had it been a private sale there would of been little or no comeback, so probably a good lesson for all those buying used, whether a dealer or private

Edited 2 April, 20179 yr by jonnyboy78

43 minutes ago, jonnyboy78 said:

I understand situations like this can be frustrating and stressful, however having read through your last few posts, picking up the vehicle etc it seems to me that you were very happy with the initial service you received and Part Ex price that you agreed with Lookers.

 

I always try to get a balanced view and knowing a number of people who over the years have worked in the trade you will be surprised by the number of customers who try it on or simply change their mind a week or so after buying a vehicle and expect the garage to just have it back like buying a toaster at the local Argos.

 

Now I am in no way casting aspersions here and not connected to Skoda or dealerships in any way but you did have opportunity to examine the car, test drive etc, I know its not always easy to pick up these things and some things rear their head a few weeks later, but looking from the garage side you were happy when you drove away, the vehicle would of been covered under warranty for any electrical / mechanical issues so all you needed to look for was cosmetic issues of which you found none or those you did find you accepted.

 

Now you have had the car a week which is long enough for you to damage the dashboard (again not doubting you) but if I was the dealership, you also had a long drive home from the dealership so why was the issue not raised immediately? for me the dash and speedo area is probably one of the most looked at areas of a vehicle from a drivers perspective.

 

Having said all that and from my own experience a dealership will try all the tricks and you can bet your bottom dollar that had someone part ex this vehicle they would of been penalised for that damage or charged on return of a PCP deal etc, this is why possibly you had a better part ex deal as there was more value in the car for the dealer to play with, however had you raised this prior to purchasing they would of corrected the issue as in my own experience of missing trim or cracked wing mirrors are put right before final collection but very hard to prove after driving away.

 

Any how it seems to have been resolved even though your slightly out of pocket, but don't think the dealer has come out of this at no cost, the vehicle will likely now need another full valet, re advertisement, paperwork for registration, tax and other admin work etc.

 

At least you were able to sort, had it been a private sale there would of been little or no comeback, so probably a good lesson for all those buying used, whether a dealer or private

Yes I should have spotted it but the morning after collection I e mailed pictures to the dealer. With the deal I maintain the knew about the damage and wanted rid. It is not a part the could get broken just like that I think the dash has been out. And when a local skoda dealer says it's not acceptable and disgraceful and I should reject the car if it's not fixed I was never going to accept it. This will be my last comment time to move on. 

Thank you

Edited 2 April, 20179 yr by Micky H

Seems a lot of biting off your nose to spite your face. For about £60 on ebay you could have bought a replacement used cluster, swapped the chrome trim over and then re-sold the cluster sans-trim.

Or just binned the cluster after. Either way you'd only be £60 down and have the car you wanted as opposed to £200 down and no further forward.

 

Too late now but this does all look to be a lot of fuss over a very trivial issue that would have cost next to nothing to resolve.

1 hour ago, 137699 said:

Too late now but this does all look to be a lot of fuss over a very trivial issue that would have cost next to nothing to resolve.

 

A fair comment 137699, but begs the question .... why did the dealer not fix the issue then?

You don't really want to be buying a low mileage, manufacturer approved, well within warranty car, and then start replacing the internal dash clocks, speedo binnacle etc. with second hand parts. That's the sort of thing you do when you break your own dash doing something stupid to avoid high costs of new replacement parts through the dealer, not to put right something which the dealer ought to have rectified either before sale or as soon as the customer pointed it out. Would you also start replacing the nearside window which is also scratched to buggery?

1 hour ago, TruckbusUK said:

 

A fair comment 137699, but begs the question .... why did the dealer not fix the issue then?

 

Because a dealer won't go and source used parts and they can only supply a complete new binnacle at skoda rates (many hundreds of pounds).

1 hour ago, Rustynuts said:

You don't really want to be buying a low mileage, manufacturer approved, well within warranty car, and then start replacing the internal dash clocks, speedo binnacle etc. with second hand parts. That's the sort of thing you do when you break your own dash doing something stupid to avoid high costs of new replacement parts through the dealer, not to put right something which the dealer ought to have rectified either before sale or as soon as the customer pointed it out. Would you also start replacing the nearside window which is also scratched to buggery?

 

All it would have taken is to unclip the chrome surround off the donor cluster and clipped it onto the existing cluster in the car. A 2 min DIY job.

Really the dealer should have offered a goodwill payment and maybe even offered to do the swap for the customer if they supplied the part.

 

As for the window - I've not seen any mention of this? Where does it say it was scratched? I've read this entire thread through a few times now and unless I'm missing the obvious I see no mention of this?

If you want to start disassembling the dash to effect a repair with second hand parts, then buy a cheaper car from an independent dealer with some faults, and get to work. If you buy from a main franchised dealer and pay the price for the quality of service you're expecting from such an establishment, then you're not really to be expected to start repairing it yourself. That would be my view, and clearly the view of the OP and a few others in this thread. If you're not of that ilk then that's up to you.

 

As for the scratches to the window, it's noted in the other thread the OP started to warn people about the particular car at a particular dealership, seeing as it's just going to go back on the forecourt and be readvertised without any fix or repair.

27 minutes ago, 137699 said:

 

Because a dealer won't go and source used parts and they can only supply a complete new binnacle at skoda rates (many hundreds of pounds).

 

 

You would be surprised the volume of "used" and replaced parts to be salvaged/recovered, a dealer keeps for their own use, but if the "customer" is paying its always new parts.

9 hours ago, TruckbusUK said:

You would be surprised the volume of "used" and replaced parts to be salvaged/recovered, a dealer keeps for their own use, but if the "customer" is paying its always new parts.

 

Surprised? I would be astonished to find any. It would amaze you how little time it would take to fill an entire workshop with stuff 'that might just be useful in the future'.

 

Every time I took over a workshop the first thing I did was to have all the detritus cleared out - if someone needs a part it will be a new one. Full guarantee on the parts and labour for fitting - also profit on the parts. Internal sales are charged at full rates less discount (treated as a fleet customer). The after sales division is a profit centre in it's own right and not there to subsidise the sales division. If they do not buy the used car at the right price to permit reconditioning to agreed standards then they are not doing their job correctly.

 

This was years ago (over twenty) and now every workshop I have seen (main dealers) follow the same protocol.

 

Simples!

 

Bill

29 minutes ago, lawnmowerman said:

 

Surprised? I would be astonished to find any. It would amaze you how little time it would take to fill an entire workshop with stuff 'that might just be useful in the future'.

 

Every time I took over a workshop the first thing I did was to have all the detritus cleared out - if someone needs a part it will be a new one. Full guarantee on the parts and labour for fitting - also profit on the parts. Internal sales are charged at full rates less discount (treated as a fleet customer). The after sales division is a profit centre in it's own right and not there to subsidise the sales division. If they do not buy the used car at the right price to permit reconditioning to agreed standards then they are not doing their job correctly.

 

This was years ago (over twenty) and now every workshop I have seen (main dealers) follow the same protocol.

 

Simples!

 

Bill

And the second hand division doesn't do any favours for the new car sales either, eg depressingly low px figure.

They have their own bottom line to protect.

On 07/04/2017 at 10:57, 137699 said:

Seems a lot of biting off your nose to spite your face. For about £60 on ebay you could have bought a replacement used cluster, swapped the chrome trim over and then re-sold the cluster sans-trim.

Or just binned the cluster after. Either way you'd only be £60 down and have the car you wanted as opposed to £200 down and no further forward.

 

Too late now but this does all look to be a lot of fuss over a very trivial issue that would have cost next to nothing to resolve.

Hi a replacement clock cluster could be had off e bay for around £100 but there was no way I was prepared to have the dash out I feel that would lead to greater problems and may have invalidated the warranty in that area of the car. I'm still awaiting £54 back from Lookers (which is taking too long!) but all other monies have been returned. Skoda customer services were helpful, Lookers customer service never phoned me back! It's been a throughly disappointing time and I have learned a few lessons. The only positive was the 4x4 on the yeti I loved the grip which has led me towards discussions on a 120d x drive at a Bmw dealership that I will view (very closely!) this weekend and hopefully purchase. Thanks for all the kind responses we will not all agree on everything but I have valued the feedback. 

38 minutes ago, Micky H said:

Hi a replacement clock cluster could be had off e bay for around £100 but there was no way I was prepared to have the dash out I feel that would lead to greater problems and may have invalidated the warranty in that area of the car. I'm still awaiting £54 back from Lookers (which is taking too long!) but all other monies have been returned. Skoda customer services were helpful, Lookers customer service never phoned me back! It's been a throughly disappointing time and I have learned a few lessons. The only positive was the 4x4 on the yeti I loved the grip which has led me towards discussions on a 120d x drive at a Bmw dealership that I will view (very closely!) this weekend and hopefully purchase. Thanks for all the kind responses we will not all agree on everything but I have valued the feedback. 

It's a moot point now as the car has gone but you'd not have to have the dash out. The bezel just clips on/off from the front without any need to remove the cluster.

 

Takes seconds.

34 minutes ago, 137699 said:

It's a moot point now as the car has gone but you'd not have to have the dash out. The bezel just clips on/off from the front without any need to remove the cluster.

 

Takes seconds.

I was told they did not clip off and were part of the cluster 2 skoda garages told me that. 

It was probably someone trying to clip the front off in seconds that broke it in the first place.

Edited 19 April, 20179 yr by Rustynuts

Nope - they simply pop on/off - done it a few times - never broken anything.

 

18 minutes ago, 137699 said:

Nope - they simply pop on/off - done it a few times - never broken anything.

 

You have no idea how the damage was caused, so how can you be so sure that it wasn't someone trying to take the trim off?

19 minutes ago, Rustynuts said:

 

 

You have no idea how the damage was caused, so how can you be so sure that it wasn't someone trying to take the trim off?

 

I didn't say that wasn't how it was caused - I was answering this question:

 

1 hour ago, Micky H said:

I was told they did not clip off and were part of the cluster 2 skoda garages told me that. 

 

 

6 minutes ago, 137699 said:

 

I didn't say that wasn't how it was caused - I was answering this question:

 

 

 

Strange, you answered straight after me rather than quoting the post you were replying to...

Hi a final update I bought a 5 door mini cooper sd today got a great deal I'm absolutely chuffed and delighted. My time with the Yeti will not be fondly remembered the Skoda dealer even less so. I don't think I'll be in a Skoda again but you never know. At least having the deal on the yeti down on paper allowed me get a really low rate on the pcp and a great part ex.