So we received our car at the end of February and thereafter i raised two issues to dealer over their specification document, their response was that they dont control and produce the information, therefore my complaint should be directed at Skoda UK, the most help i got form dealer after been unhappy was to raise the issues with them and create case.

 

The two issues in summary:

1. When we purchased Skoda brochure states that both front seats were electronically operated

2. Poor representation of Skoda connect feature, looking at the spec, it was difficult to establish if it did come as standard on Edition, i wrote about it here if you want details: 

After Skoda UK investigated my complaints, their response was that issue #1 is acknowledged that at the time of my order the specification document did state both seats but at the time of the actual build slot the document was corrected therefore car was not missold. Issue #2, they acknowledged my frustration and agreed that it was not clear enough in the specification document but nothing they can do here for me.

 

I pressed to escalate this with Skoda UK to which the case handling person said she already done that and the response was Skoda UK will not compensate in any way and if i was still unsatisfied i should contact ombudsman. 

 

The other arguments the case person had was that: i didnt request or inquire specifically on these features at the time of ordering (they been talking to my dealer sales person) and that actually the document states that Skoda reserves the right to change specifications and so on.... my response was, yes its printed on marketing brochure but not on the specification document which is the source of my complaints.

 

I found it a little surprised especially the Issue #1 how they can get away with making mistakes in the specification and then justify this to customer in such way.

 

A little bitter since they closed the case in early March, do you think that i should take it up with ombudsman and its not too late either? I am very busy and this is partly why i been slow but its hard to swallow their response, even still.

Edited 25 May, 20188 yr by vadimo

It’s got to be worth looking into, they could then advise you whether you have a case to follow up. I have delt with the ombudsman a few times and they are great and achieve results. 

If they think you don’t have a case they will tell you so, if you do they will contact Skoda and deal with them directly. Just make sure you have all your evidence and information. 

Edited 26 May, 20188 yr by MarcusKaroq

The FOS will cost them £550 irrespective of outcome so do that, at least you know that their arrogance will have cost them £550, better than nothing, although if they gave you £500 instead, would that resolve it for you ?

Ive raised a few issues with Skoda UK , my new car was delivered with scratches and my windscreen issue is still on going. They have been of no help what so ever. They take no responsibility for any issues and fob you off. Im still waiting for my windscreen replacement. Do I love the car yes, do I love the after sales and customer care..  no way, worst I've ever had to deal with. Will be the last Skoda for me, and I tell others who are thinking of getting one. I recommend other brands so far I've cost them a great many new cars they could have supplied, and will continue to do so. 

once Skoda have got your money they don't appear to be of any help and are quite happy to try and fob you off so you have to be very persistent, it now appears to be part of their money saving tactics from VAG

Follow this up Vadimo.  It is only if consumers like you do so will businesses learn to either stand by their errors and deal with customers correctly, or they will recognise rectifying errors costs money and it is better to not make the errors in the first place.  The seat example is a fine instance of poor proof reading of their advertising literature as I think it said "Electrically operated front seats with memory function" rather than "Electrically operated front seat with memory function".  A single letter difference but a lot of difference in the meaning.  They say that it was corrected at the time of build, but that is a red herring - unless you were informed by the dealer/Skoda prior to placing the order.  

 

nickfrog mentions the FOS (Financial Ombudsman Service?) but I think you will need to deal with the Motor Ombudsman (https://www.themotorombudsman.org/).  I see Skoda are signed up to the scheme.   I have no idea of the quality of service offered by the MO but I see it is linked to the Chartered Trading Standards Institute approved Codes of Practice so I expect it to be good.

 

Another route you might consider is contacting the media (especially the motoring press) but that is a bit of a luck of the draw, depending upon whether the editor has other stories they might want to run.

 

Your time delay doesn't really help your case as generally when time passes the consumer will be shown to have accepted the situation, so I suggest you get moving if you want to pursue things.

 

Good luck!

23 hours ago, vadimo said:

...that at the time of my order the specification document did state both seats but at the time of the actual build slot the document was corrected therefore car was not missold.

 

Surely the contract is formed at the point you order the car?

 

If they choose to change the spec / correct their literature after this point then they should be informing you?

Thank you to all for your feedback.

 

I was expecting some compensation from Skoda i.e. money or some accessories.

 

I shall clear my desk and start the process on Monday and see where it takes me.

 

3 minutes ago, silver1011 said:

 

Surely the contract is formed at the point you order the car?

 

If they choose to change the spec / correct their literature after this point then they should be informing you?

 

Well their argument was that it's Skodas dealer job but then they stated that I didnt request or inquire specifically on these features at the time of ordering (they been talking to my dealer sales person) and Skoda dealer response was that they dont control and produce the information they're I need to deal with Skoda UK.

 

So it's kind of closed loop.

A lot comes down to the dealer. I’ve always had good support (although very limited issues) with my two Octavias. 

My wife just bought a Fabia. We ordered one already built and sat at Emden as our old Honda was very much on it’s last legs.

Delivery was delayed as our boat went to Grimsby instead of Sheerness due to bad weather. We had to get some repairs done on the old car to keep it running over this period.

 

We were just glad to get our new car, but the dealer arranged some compensation from Skoda UK. They offered us accessory vouchers, but the dealer knowing we were keen mountain bikers got it swapped for family passes to Bike Park Wales.

 

Guess where my Karoq order will be going?

 

Your contract is with the dealer.

 

You put down a deposit and signed a contract with the dealer at that point in time. The information provided to you was what you used to make your buying decision and agree the price.

 

The product delivered is a not as agreed, therefore you have a genuine case for recompensense.

 

It is your dealers responsibility to resolve this to your satisfaction. It is them that need to deal with Skoda UK if they feel the fault lies with them.

 

How determined are you to see this through?

 

Spend the £50-£100 for a solicitor to write a properly worded letter directed to the dealers MD. Establishing dialogue with Motor Codes won't do any harm either.

 

Or chalk it down to experience, leave publically visible feedback on the dealers and Skoda UK's social media accounts and vote with your feet next time you buy a car or get this one serviced. 

4 hours ago, silver1011 said:

Your contract is with the dealer.

 

You put down a deposit and signed a contract with the dealer at that point in time. The information provided to you was what you used to make your buying decision and agree the price.

 

The product delivered is a not as agreed, therefore you have a genuine case for recompensense.

 

It is your dealers responsibility to resolve this to your satisfaction. It is them that need to deal with Skoda UK if they feel the fault lies with them.

 

How determined are you to see this through?

 

Spend the £50-£100 for a solicitor to write a properly worded letter directed to the dealers MD. Establishing dialogue with Motor Codes won't do any harm either.

 

Or chalk it down to experience, leave publically visible feedback on the dealers and Skoda UK's social media accounts and vote with your feet next time you buy a car or get this one serviced. 

 

yes you would think that and thats exactly was my argument to dealer that they should take on my issues and be resposible, here is what i said to them:

 

"I have purchased the car from 'you the dealer' who are authorized Skoda UK dealership, therefore i am your customer and should not be referred back to Skoda to raise or deal with issues."

 

Their response was below:

 

"I understand what you are saying. We are a franchise of Skoda and we sell them but we do not produce the brochures and therefor any queries about how the brochure was printed need to be taken up with Skoda direct, if there are any discrepancies they will be able to progress this.

 

I would love to be able to get this sorted for you but as we do not produce the brochure we would not be able to comment on what has been put in there. Obviously if you would like me to contact Skoda UK on your behalf I can do this, they will most likely want to get in contact with you as well to discuss the issue."

Keep it as polite as possible, but I'd take them up on their offer. Let them liaise with Skoda UK on your behalf, this is what they should be doing!

 

If Skoda UK make contact with you, then do to them as they are doing to you, refer them back to their franchised dealer.

 

Make it clear that you're not happy and that you won't go away. The dealer and Skoda UK need to arrive at a solution between themselves, and then contact you. For the dealer and Skoda UK to pass you off between each other is unacceptable.

 

Dig in and don't be fobbed off. When the time is right start getting vocal on social media.

 

Good luck.

 

Edited 27 May, 20188 yr by silver1011

1 hour ago, silver1011 said:

Keep it as polite as possible, but I'd take them up on their offer. Let them liaise with Skoda UK on your behalf, this is what they should be doing!

 

If Skoda UK make contact with you, then do to them as they are doing to you, refer them back to their franchised dealer.

 

Make it clear that you're not happy and that you won't go away. The dealer and Skoda UK need to arrive at a solution between themselves, and then contact you. For the dealer and Skoda UK to pass you off between each other is unacceptable.

 

Dig in and don't be fobbed off. When the time is right start getting vocal on social media.

 

Good luck.

 

 

thanks for the advice but if you read the original post from start to end, its gone past this stage, case closed and now i am left with choice going to ombudsman

Complaint submitted, now wait and see

 

https://www.themotorombudsman.org

9 hours ago, vadimo said:

Complaint submitted, now wait and see

 

https://www.themotorombudsman.org

I really hope you get somewhere with this as I think you have a legitimate complaint.  However, probably in the small print somewhere will be a "get out of goal free" card. Fingers crossed.