I'm having a run-in with Skoda - completely changing my view of the marque and its Customer Services. It all starts with (having waited a year for them to open the process after announcing the model) finally ordering a new Superb iV L&K  Hybrid three weeks ago. It'd be our fourth new Skoda. Paid the deposit and signed the contract with my dealer including finance, and now we have both an order number and build date. I went for the £3000 deposit contribution from Skoda on an 3.9% HPI deal. The website says it applies to all Skoda Superb L&K models (the exceptions are Model Year 19 and the SE Technology, spelt out in the small print). 

Now though Skoda say the offer doesn't actually apply to the iV. Indeed despite opening ordering three weeks ago, they say they've not finalised the offer, if any. I've responded that's not what their publicity says or what dealers believe - website is quite clear for example. I have a signed contract which is being expedited. 

I heard that from the dealer first, and then engaged with Customer Services to drill down into what's going on. 

The reply today is that is 'the Suberb iV' is not a Superb - it's a brand new and separate new model. Thus the website and all their offer publicity doesn't apply. The dealer got it wrong... 

I've said that's rubbish - it's just a different propulsion train - like the difference between petrol and diesel - and they're not 'new models'. I spent a lifetime in PR and this is the most weaselly worded statement I've ever heard. 

It's listed in exactly the same way as all other Superbs - indeed even on the same page of the website. All their publicity talks about it fitting into the Superb range. I could go on. 

Is anyone else in this conundrum? If they persist (and they say they'll announce offers for the iV next week) £3000 is a lot of money to find so I'll dispute with the dealer. I suspect though as they say sales are good, they'll make little or no offer. So my choice is cancellation (if I can) or the courts with a shed load of publicity.

But ultimately their Customer Services (and generally, not the poor woman Shona who took this on board last week and has just rung me to say the above) are talking rubbish. They says it's their sales' fault and not them or their 'finance department' and not them. I have explained to me, the customer, it's all Skoda and their internal turf wars don't interest me. As the customer I am fuming!

 

Edited 5 December, 20196 yr by Brockysuperb

I was going to go for the iV but after getting on the Friends and Family discount scheme through a friend with Peugeot decided to go for the 508 SW hybrid, ....I just could not turn a £7k discount down!

Have been waiting several weeks for the finance details to be announced and finally on Friday was able to order the car.

The dealer said that the hybrids were on a completely different finance scheme to the normally aspirated cars and this had caused the delay.

 

Luckily for me, although the hybrid is £4k ore expensive than the petrol version the repayments are £216/month compared to £267/month for the petrol car.

 

I know all this really has nothing to do much with your problems but it shows that maybe manufacturers are treating these hybrids as different models on different finance arrangements.

Just walk away with your money and buy something outwith VAG. They are making it clear they do not want your business. 

I assume that as it seems the whole thing has been misrepresented you will get your deposit back. 

Edited 4 December, 20196 yr by Gmac983

It will all be about Skoda/ VW being caught out with the 'Green Technology kiddolgy'.

 

A couple of years ago they thought just use the Tech we have with VW & Audi and then the customers get the Government Grant and HMRC breaks, 

and the UK Government stuffed them on that one.

 

They have even had to stick with 1.4TSI's and the Light Hybrid. 

 They have had their fingers burnt and are going to continue to have.  12 months time and they will be offering them at 'much cheapness'.

Edited 4 December, 20196 yr by Roottootemoot

52 minutes ago, Brockysuperb said:

The reply today is that is 'the Suberb iV' is not a Superb - it's a brand new and separate new model.

 

Sorry, but I had to laugh. Skoda UK customer services really are a shower of ****e sometimes!

 

54 minutes ago, Brockysuperb said:

Paid the deposit and signed the contract with my dealer.

 

Given that the contract is signed the deal is done, it is binding. Skoda UK and their franchised dealer, between them, have to find the £3,000.

 

Obvious mistakes can nullify a contract, to say a Superb isn't a Superb doesn't qualify.

 

Your contract is with the dealer though, so let them have the fight with Skoda UK and/or Skoda Finance, it isn't your fight.

Sounds like Skoda have dropped one here - whether it was their intention to give the deposit contribution for the iv Superb or not doesn’t IMHO matter - the deal was done and the finance contract entered into on the basis of the offer. Morally you most definitely have the high ground.

 

But the fact there is finance involved is I guess where it would get interesting.

 

I would imagine the paperwork you signed was somewhere marked “subject to approval by finance co” and the finance co could always refuse to accept the application - in which case, whilst morally corrupt I think their legal position would be sound in not allowing the discount. 

 

BUT if the finance was already approved/nowhere in the small print does it say “subject to acceptance” then I think you would have a very good case to take to the Financial Ombudsman as really the problem arises due to the finance contract (as deposit contribution is not available unless you take the finance - hence the two are inextricably linked) 

 

the downside is that the Ombudsman can take ages to make a decision, so you may need to make a decision as to whether to proceed or not with the purchase excluding the deposit contribution with fingers crossed that the £3000 will come back to you at a later date....which of course is not a given.

 

FOS link https://www.financial-ombudsman.org.uk/

I also note that the Skoda website refers to the “New Superb” so Skoda UK are being somewhat disingenuous in saying the iv isn’t a Superb - it very obviously is!

 

5 minutes ago, FatWolfie said:

 

I also note that the Skoda website refers to the “New Superb” so Skoda UK are being somewhat disingenuous in saying the iv isn’t a Superb - it very obviously is!

 

 

Screen shot from the Brochure 

 

 

 

 

It will all boil down to the ins and outs of the small print. Whether it was a mistake on the dealers part or misrepresentation on skoda or the dealers part and of course if you can be bothered pursuing this. 

Really depends just how badly you would like a hybrid superb. I know what I would be doing, taking my money elsewhere to a competitor. 

Skoda UK Customer Service are about as much use as a chocolate fire guard.

 

What are Skoda calling the vehicle if it is not a Superb. Does it have another name or is it just to be known as the nameless model!!

The brochure will probably have the weasel wording of "E+O excluded' somewhere, Errors and Omissions Excluded is a great catch all get out phrase that all poss poor companies use, I'd expect it of Audi or VW frankly as they think they own the planet, but I'd hope the lower marques had some feel for the real world.

 

So are you reading this Skoda UK? - get it sorted or the 1000 members on here will tell maybe 50 people, who'll each tell another 50 other people - now that sort of reach can't be ignored for £3K surely?

Oh... and in all the promotional pictures / videos it is badged as a Superb!

It's funny because it's not me! FFS this is a joke.  As above, it's just another drivetrain offering for an existing model no different to the 1.5TSI being announced.

 

Their BS lacks imagination.  

 

 

 

 

10 hours ago, penguin17 said:

It's funny because it's not me! FFS this is a joke.  As above, it's just another drivetrain offering for an existing model no different to the 1.5TSI being announced.

 

Their BS lacks imagination.  

 

 

 

 

Agreed. While it won't help the OP, this is one of the many reasons I will not buy version 1.0 of anything, especially something as expensive as a car. 

Today Skoda came up with its iV offer on the Superb. £2250 towards finance deposit. That's £750 less than other Superbs, and £750 less than on the order I signed several weeks ago, as did the dealer. I've asked my dealer (who passed on the offer...nothing from Customer Services but that's no surprise) to work out how to fund the gap and honour the contract price. 

Meanwhile the new Superb brochure is out..the iV is clearly listed as an engine variant. So, not a new model. Customer Services speaks with forked tongues.

Edited 11 December, 20196 yr by Brockysuperb

Finally settled, and Skoda will chip in an extra £750 as goodwill to make up the original £3000 deposit. Well done to my dealer who negotiated this, and communicated it to me. Not a word from Skoda Customer Services, and not surprised. No ifs or buts...they lied to me for example about 'separate model'. Total disgrace. New brochure confirms the iV is just a power variant of the Superb...

£750 goodwill is cheap resolution for them.

 

Not a little cynical, either, as the reality is that a court case would almost certainly have found against them on the grounds of fairness and reasonableness. But their - correct - assumption is that no consumer will take a bet on a court case.

 

Well done for sticking with it, Brocky.