Hi,

So I am a lucky owner of a brand new Karoq and spotted on handover some paint defects from the factory. I agreed that the dealer should rectify this with what I hoped was a smart repair.

I had to drive back to dealer leave car for three hours and then get back home so over half a day out of my schedule.

I was told not to clean car for a week and after I had it cleaned yesterday I noticed that there was uneven paint finish and it was not to what I would call factory fresh standard. So I am now working with dealer to get it fixed.

Of course the main thing is to get it fixed but I am now going to be down at least another half day of my time as I have a 45 minute drive to dealer.

 

I am not used to getting into a dispute and trying to keep it friendly but I am really annoyed of the waste of my time....

 

What would be reasonable to expect from the dealer to cover for this failure?

Has the car been damaged in transit and repaired or is this poor Factory Quality Control, then missed at delivery to the Dealership, 

then missed at the PDI and preparation to hand over.  ie being given a shine.

 

 

Rejecting the car would be right.

Or nothing from the Dealership, Skoda UK can pay you for accepting a repainted car and the dealership and Skoda UK can sort out the money side.

 

?

Do you have the Independent Expert Report that Skoda UK had carried out on what paint required rectifying?

Or are the Dealership left deciding what Approved Repairer they use to get the car to a proper Factory Paint thickness.

 

Edited 23 August, 20187 yr by Offski

No report, the dealer at handover accepted there was a problem and agreed to fix it.

 

So no independent expert report.

 

I would think that rejecting the car would leave me without any transport...

 

 

 

It has to be repaired to Factory Standard.  That is correct factory standard.   Has it already had a 'In Transit repair'?   

That means when Inspected and paint measured no repair should be detectable.

 

Or is it a Factory Fault that has only just been spotted?

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

 

http://briskoda.net/forums/topic/451758-paint-missing-from-inside-hinge-part-of-wing 

PS.

Dealerships take about £85 plus VAT an hour for labour from customers.

 

Your fuel expenses and an hourly rate for your inconvenience seems to be due to a dealerships incompetence.

Maybe £40 an hour for your time would be about right unless you consider your hourly rate to be higher.

Hi, I have no idea if it was a poor previous repair.

 

My guess is that it is factory fault but that is a guess.

 

Not at my PC to post photo but i did on the delivery thread, just some bubbling on leading edge of doors.

Ask the Dealer Principal in writing.  'Was the car damaged in transit or in their keeping and were repairs carried out?'

 

That is why an Inspection & Report by a Qualified Technician should be done and a report with pictures available.

 

If the Dealer principal say that they believe it to be a Factory Fault from the Report they have then bring that up with Skoda UK Customer services.

 

A new car already having a 'Kerb Side Auto's repair or 'Smart Repair' is a nonsense.

Hi OffSki,

 

Thanks for your advice on this.

 

I am not sure what it achieves by asking the principal if the car was previously damaged?

 

Surely the dealer would not have attempted a repair if they did not feel it was something they could claim back from Skoda and I guess they will follow the correct process with Skoda.

 

From my POV I guess I must decide if I can trust the dealer to resolve it. Not sure I have any option but to deal with them...

 

I had a call from senior management last week asking me to take it back which I will when I know that I can have a courtesy car to cover the period of loss of use. They also offered to cover fuel which I guess is an easy expense to cover.

 

They promised a call back on Friday that failed to happen, so I will chase after bank holiday.

If you are happy then good.

I was a Spray Painter doing Warranty repairs and repairs to vehicles damaged in transit and rectifying others fault repairs, so that is where my knowledge and experience comes from.

In my experience if you do not ask they do not need to tell you, and if you do not ask in writting and get replied in writing their verbals are not worth the paper it is not written on.

As it is still customers are told any old rubbish.

In my experience smart repairs aren't that smart, as they're usually done by a bloke working out of a van.

 

They're cheap though, and as they're mobile they can drive to the cars location, which makes it the preferred option for your dealer i.e. the lazy option.

 

Insist on a proper body shop repair. Much more expensive, with a courtesy car, and all done undercover using proper workshop equipment for a higher quality result.

Hi MJI

 

I have had something similar to this. When i picked mine up i noticed that the bonnet was dented. Probably happened in transit but was missed by the dealers PDI.

 

Dealer tried to do a smart repair, but want possible because of the size of dents. They then offered to bring the car in to have the bonnet filled and re-sprayed. At this point I dug my heels in and insisted on a new bonnet and a proper bodyshop paint job.

 

They eventually agreed. This was done last week, and it looks like a new car finally. But I have also managed to get £500 compensation (£250 from the dealer and the same from Skoda UK) to cover the inconvenience, hassle, back and forth to the dealer, and general bad feeling about my "new" car. So It's worth insisting that they do a proper body shop repair, and give you a courtesy car (of a similar model).

 

One thing to make sure you get is a written confirmation that any repair will not impact the warranty of your "new" car, and if you have taken the Body Care insurance then you need confirmation that the repair is carried out to their standard.

 

Rich

Thanks for that, glad it worked out for you and I am awaiting a call that I should have had on Friday, so will bear in mind your comments when they do finally call me...

2 hours ago, Rich_H said:

Hi MJI

 

I have had something similar to this. When i picked mine up i noticed that the bonnet was dented. Probably happened in transit but was missed by the dealers PDI.

 

Dealer tried to do a smart repair, but want possible because of the size of dents. They then offered to bring the car in to have the bonnet filled and re-sprayed. At this point I dug my heels in and insisted on a new bonnet and a proper bodyshop paint job.

 

They eventually agreed. This was done last week, and it looks like a new car finally. But I have also managed to get £500 compensation (£250 from the dealer and the same from Skoda UK) to cover the inconvenience, hassle, back and forth to the dealer, and general bad feeling about my "new" car. So It's worth insisting that they do a proper body shop repair, and give you a courtesy car (of a similar model). 

 

One thing to make sure you get is a written confirmation that any repair will not impact the warranty of your "new" car, and if you have taken the Body Care insurance then you need confirmation that the repair is carried out to their standard.

 

Rich

Hi Rich,

BTW Did they offer that compensation or did you nudge them / ask for recompense? How did you get Skoda UK involved to offer compensation?

Skoda are the Warranty Provider / Underwriter, if the paint is a Factory Fault then they are 100% into the correction and compensation / out of pocket expenses.

 

If the Dealers are responsible in any way and they missed the Fault on Delivery, Inspection, PDI then they can arrange with Skoda UK whatever percentage they are going to be paying.

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

Edited 28 August, 20187 yr by Offski

4 hours ago, MJ1 said:

Hi Rich,

BTW Did they offer that compensation or did you nudge them / ask for recompense? How did you get Skoda UK involved to offer compensation?

 

No I definitely had to give them a nudge. Even though the dealer was supposedly sorting the issue I still raised the issue with Skoda, that way I knew it would get a case manager and the dealer would get pressure from both sides. In the end I think it was the dealer who asked Skoda to match their come station offer.

 

Rich

Ok many thanks for that advice. The dealer failed to talk to me today even after an email nudge from me.

 

I think I will tomorrow raise the issue with Skoda directly.

 

 

On 28/08/2018 at 20:38, Rich_H said:

 

No I definitely had to give them a nudge. Even though the dealer was supposedly sorting the issue I still raised the issue with Skoda, that way I knew it would get a case manager and the dealer would get pressure from both sides. In the end I think it was the dealer who asked Skoda to match their come station offer.

 

Rich

Hi,

 

Thanks to your advice I have just been offered a similar good will gesture from the dealer and I am now getting in touch with Skoda UK to see if they will match as this whole saga started because the paint work was not up to standards when it left the factory.

 

The dealer has been very good (if only it had been fixed properly first time).

 

Anyway just got my car back and looking forward to getting to know it better.