i assume that you get two keys with a new car?

 

we collected our fabia 3 over two weeks ago from the local skoda dealership

 

at handover the sales executive said that he couldn't give us the spare set of keys because they were locked in a safe and the manager was away or busy

 

we were told that they would be sent on recorded delivery,

 

that was over two weeks ago. i  'phoned and sent an email but was told the sales executive was on holiday, I asked if somebody else could send them but nothing yet.

Yes, I got 2 when I bought my Fabia

One had the sticker with all the info numbers on

Get onto them and tell them your not happy about it

40 minutes ago, Damo said:

Yes, I got 2 when I bought my Fabia

One had the sticker with all the info numbers on

Get onto them and tell them your not happy about it

 

thanks - well, the key supplied to us had no information attached other than a registration tag and a dealership logo fob

 

i am beginng to wonder whether they have lost them.

 

So far no apology or explanation. I guess I am going to have to complain to either skoda UK or their head office.

 

quite a tiresome process.

Yep, two keys. By them holding the other one it means they can get into your car ... or give it to someone else to steal your car.

3 hours ago, Skomie6 said:

Yep, two keys. By them holding the other one it means they can get into your car ... or give it to someone else to steal your car.

 

that's a thought

 

It is not cheap to replace lost keys, but then it is a Main Dealer and a 'Skoda Approved Used Car',  and cheaper for them as they never supplied the correct 2 keys.

 

Best get your Email or Phone Call into the Principal Dealer as the profit on that car they sold you is disappearing quickly as the Dealership employees demonstrate their incompetence.

 

Tough love is required, if they need to get the new key coded that is replacing the lost one, then have them come to you, or they need to pay your hourly rate to go in and fuel costs.

Sauce for the goose.,...

 

PS

If the 2nd key can not be found, you could make them have you get 2 new keys, or re-coded keys, so as the missing one can not be used to 

steal your new car.

As your insurance company might have required you to have if you lost one. 

Sometimes that means new locks, barrel and keys.

 

Tell the Principal Dealer that, it might get his or her attention.

They know the story if a key was missing for one of their cars sitting on the forecourt, and that car was then stolen. 

(just as your car was sitting with a key un-accounted for.)

Edited 14 December, 20178 yr by AwaoffSki

thanks awaoffski

 

the whole process of buying this 6 mth old 4K car has been pretty awful.

 

the dealership themselves don't seem to react to email or phone calls and it is only by going above the salesman and his manager that i have got anywhere with other problems to do with the purchase.

 

the missing second set of keys is the last of these issues in effect as i have had a new windscreen fitted (very reluctantly by the dealership as it was damaged) plus two free services to come as compensation on three other matters.

 

I think that I will have to go to the dealership principal next but I'll give it until next wednesday, ie three weeks after handover. I appreciate your help.

12 hours ago, bollard said:

 

at handover the sales executive said that he couldn't give us the spare set of keys because they were locked in a safe and the manager was away or busy

 

 

 

 i  'phoned and sent an email but was told the sales executive was on holiday, I asked if somebody else could send them but nothing yet.

 

The Manager was away or busy so no one could get into the Safe, Now the Sales Executive was on Holiday.  Sounds to me like there's only one key for the safe and anyone who goes on Holiday or is busy takes the key with them

 

Sounds like  the  car key has gone walkie's

Why wait 3 weeks for the dealer to sort this out?  It shouldn't have happened in the first place but having happened, it should have been sorted out within a few days of you reporting it to the dealer.  If it were me, I would go into the dealership and demand to speak to the principal.  Don't be fobbed off.  Be polite but firm.  The one thing they will not like is a dissatisfied customer in their showroom.  Bad for their reputation although I suspect they won't have many serious buyers at this time of year.  If you don't manage to sort this out, go directly to Skoda customer services and raise your complaint with them.  Don't hang about though - xmas will get in the way and you will be vulnerable for longer than necessary.

10 minutes ago, Auric Goldfinger said:

 

The Manager was away or busy so no one could get into the Safe, Now the Sales Executive was on Holiday.  Sounds to me like there's only one key for the safe and anyone who goes on Holiday or is busy takes the key with them

 

Sounds like  the  car key has gone walkie's

 

yes this is what i am beginning to suspect - they seem to think that not replying that i'm going to be happy to carry on with one set and not bother them any more. I have emailed the dealer principal, if that fails I'll have to take it further with Skoda or the franchise head office

3 minutes ago, nbramwel said:

Why wait 3 weeks for the dealer to sort this out?  It shouldn't have happened in the first place but having happened, it should have been sorted out within a few days of you reporting it to the dealer.  If it were me, I would go into the dealership and demand to speak to the principal.  Don't be fobbed off.  Be polite but firm.  The one thing they will not like is a dissatisfied customer in their showroom.  Bad for their reputation although I suspect they won't have many serious buyers at this time of year.  If you don't manage to sort this out, go directly to Skoda customer services and raise your complaint with them.  Don't hang about though - xmas will get in the way and you will be vulnerable for longer than necessary.

 

i really couldn't face going to that dealership again unless i absolutely have to, i don't want a stroke. Yes I'll probably have to take it further up the line. thanks again 

Edited 14 December, 20178 yr by bollard

Do you have the Dealership Group CEO's contact details or know where to find them?

Any Company Director will do if 'The heid yins are all on holiday'. 

 

I would have Skoda UK Customer Services on the case today if you have contacted the dealership this morning and already there is no arrangements made to get a key to you.

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

 

Personally i would be parked across the Main Door, let the Service Desk know where your car is and then be offski for some shopping with the cars key, 

 

thanks for the link and comment  awaoffski - yes i have the  dealership franchise head office contact who i went to before anything was done about replacing the damaged windscreen.

 

My feeling about the whole purchase fiasco is that they don't carry out the skoda 'rigorous multi point inspection' on approved used cars and then they go into denial mode if you complain about anything.

That is the same as contacting Skoda UK,   they are not telling the Chief Executive Officers.

 

With Car Dealerships & Groups you get the message to the Top Man or Woman, the CEO or the Directors.

You put an E-mail to them, or even phone their home address, that is if they do not want a professional business contact and get back to you explaining how they will resolve the poor customer services,

it gets action.

 

Registered Directors should take responsibility for their business's and employees.

 

Or 

Just name the Dealership online,

if your story is truthful as to what has been doing on then it is not libel or defamation.

 then they can reply,  there was Dealership Owners that tried that by becoming Briskoda Members.

 

Edited 14 December, 20178 yr by AwaoffSki

Ok, it's a tedious one step at a time approach and what you say is how it may have to end up - i never thought that we would encounter this level of prevarication for a moment 

 

what must it be like working in those places, i'm retired but i recall, in my last years, being hauled off my job on a monthly basis for courses on customer care, procedures to help customers and to listen to their concerns as well as a host of other pc iniatives yet these people don't seem to have recieved any such training.

Some get training in 'Up-selling. 

Set the Service Indicator to Fixed Servicing without asking the customer.

Offer a Engine Flush & Infection system cleaner.

Advise that an A/C Service Recommended, 

Advisories that brakes are 80% worn etc etc.

12 minutes ago, AwaoffSki said:

Some get training in 'Up-selling. 

Set the Service Indicator to Fixed Servicing without asking the customer.

Offer a Engine Flush & Infection system cleaner.

Advise that an A/C Service Recommended, 

Advisories that brakes are 80% worn etc etc.

 

 

 

really appreciate your support

 

just got this back from the dealership:-

 

I am sorry but the sales manager and I have just had a good look for the key in all the usual places and checked with all departments here. We can confirm that Oliver was right and the spare key has unfortunately been lost. Oliver did order a spare from the factory last week. However having spoken to our parts department the time taken for keys to be cut, coded and sent to us is in the region now of 3-4 weeks.

Again our apologies but I cannot get a spare key any quicker as they have to come coded from the factory.

We would be happy to re-fill your tank with fuel and perhaps valet your car when the key does arrive by way of apology for  the inconvenience caused.

 

In fact Oliver didn't say anything to us.

 

 

If the car was traided in it might be worth asking the previous owner if they still have a key for the car Joe

Ex Demonstrator  (AKA Management car), Courtesy car or whatever.

 

As for 3 weeks for coded key, that is nonsense, BS actually.

they need to be in touch with a Briskoda Member that does keys regularly. 

 

surely they should be offering to re-code BOTH keys when the new one turns up, so that nobody else has a key which can potentially be used for your car ?

I'd certainly be pressing for the keys to all be re-coded, so only the existing key and the new key can open the car. 

 

It certainly sounds like this dealer is one to be avoided!

I'd be suggesting that if you don't want that missing key to turn up and be used to unlock your car, that you need a complete new lockset.

 

I don't know any thing about Skoda's way of doing things, but maybe a used car is just a used car, if they said that it only comes with a single key, and they should have mentioned that if it was the case pre-sale time, then it would be okay if you agreed to still buy it at the ticket price.

 

My S4 was bought as an Approved Used Audi - the third emergency key was missing, part of the Audi pre-sales checks is to check if all issued keys are available - my Audi main dealer did not bother to do that and I think really talked down the value of having that third key, that worked - but annoyed me much later, but not enough to do much about it other than ordering in a new cut emergency key and getting my local Audi dealer to "remove" the missing key and add in the new one.

 

Maybe you need to work out why so many "never used with new uncut blade" keys for modern cars appear on ebay, it seems that many fleet operators or at least some of their staff deliberately remove the second keys before these cars were handed to the trade auctions - and make some money out of them after fitting an uncut new blade.

 

Remember that when you buy any used car, a single key could have already been lost and replaced with a new one, though in that case what you don't know can't do you much harm - maybe why cars get moved around the country after being traded/handed in?

thank you for your responses

 

my opinion of the dealership is so low that i don't expect them to get anything right

 

i'll wait until mid/ late january and take it from there, somehow i don't see them coming up with the second set but you never know.

Edited 16 December, 20178 yr by bollard

When my brand new Fabia arrived at my dealers, it did so with just one key. The dealer told me this doesn't happen often but when it did the key needed to be ordered from the factory, pre-cut but not coded. The coding would take place at the dealers and takes about 10mins if it goes well or 20mins if it doesn't. It took around 2 weeks for the key to arrive. It all happened smoothly.

Edited 17 December, 20178 yr by Estate Man

31 minutes ago, Estate Man said:

When my brand new Fabia arrived at my dealers, it did so with just one key. The dealer told me this doesn't happen often but when it did the key needed to be ordered from the factory, pre-cut but not coded. The coding would take place at the dealers and takes about 10mins if it goes well or 20mins if it doesn't. It took around 2 weeks for the key to arrive. It all happened smoothly.

 

that is helpful to know - thanks