New Enyaq Delivery Gone Wrong!

[Hyeung]

Hi,

 

Our new car delivery/handover last Thursday was a bit of disaster...

We checked the car in and out, all was good! all the fitted options were good...we began with a tour of the features to illustrate controls etc.

This is when things went wrong....and down hill 🙁

 

First the voice assist that the sale tried to demo didn't do anything (i.e. voice assist button on steering was non-functional). He then tried to pair our iphone to test siri and also appleplay.

None of this worked either? They tried other phones which supposedly worked on their other enyaqs. They then tried connecting the phone via usb cable, and again this didnt work either. The usbs were not even charging etc. After an hour of messing around i.e. reboots, factory resets etc. None of these features worked and eventually they got the workshop involved to investigate.

In terms of online connectivity via Skoda app. I can confirm this appeared to work fine, it more of the other functions described above.

 

At this point our delivery/handover came to complete halt, and it didn't seem like we'd be getting the car that day!

The workshop ended up diagnosing a strange certificate issue relating to the usbs which may also explain the non-functioning of other related communication type features i.e. voice assist laura, applyplay etc.

We had to leave the car with the garage as they now raised a ticket with Skoda tech team for further assistance. Our initial thoughts were software related which might require a re-install/re-config.

 

A full week has now past and only today did we get the following update of actions so far across the days:

• Skoda technic requesting we recommission the control module this did not work.
• Skoda Tech requesting we reinstall and reconfigure the software in the vehicle this did not work either.
• Skoda Tech then told us to repeat the recommissioning of the control module after the efforts of Monday with the new software.
• Suggestion is to replace the central command console. This is waiting for the factory to confirm the component availability. 

 

At this point i'm rather concerned on the suggestion of replacing the central command console!? I'm guessing this is the central screen unit? But have emailed to get clarification if this is the case or if its just an internal control module that's to be replaced? 

Either way, my concerns is understanding what's involved in this type of repair? I would be pretty annoyed if they need to strip the internal interior of the car in a major way to get access and replace whatever components. Its a brand new car fresh from factory and naturally you would want to keep it in such way without having to tear the interior down if thats what required. However, if its simple non-invasive replacement then fair enough i.e. control module assessible via front bonnet that just needs swapped out.

 

I just can't for the life of me understand how does a new factory car get in this kind of state? Don't they inspect, and run diagnostic checks on the entire cars electronics before they get shipped out to the dealerships for the end customer?

 

I'm also curious if anyone has experienced this on their newly delivery Enyaqs, or are we just the unfortunate ones?
As it stands, the car has been registered but we've not made any payment yet. The plan on delivery was to check everything out and on satisfaction of everything we would arrange payment on the delivery day before taking the car. Obviously this didn't happen. 

 

We're now in the situation that we still can't be sure how long things will take. At the sametime I have obvious concerns on the work involved for what should be a brand new car. The thought of major console tear down concerns me that things might not get put back in factory condition and introduce other annoyances (my key concern)... 

Perhaps I'm over reacting and such replacement parts suggested is not an issue, but would like to hear other opinions on this one?

 

In the meantime, I have also contact Skoda Customer Service and advised them of the situation. I'm really unimpressed is all i can say. They just appear to act as a messenger and contact the dealership to advise on what we already know. I was expecting more from them, as the root of the cause is Skoda factory providing a duff car. 

 

Anyone have any thoughts and advice on all this? 

Cheers

 

 

 

 

[Phil245]

It sounds like you have been lucky that you haven't paid for the car, and as those features are obviously important to you, I wouldn't do so.......

 

That possibly means the dealer will eventually sell the car on to someone else and you will need to re-order another car...?

 

As the waiting list is a year long unless they are able to help you jump the queue that is not a good option either....

 

Makes me glad I barely know what you are talking about and would never use those features !

 

Good luck....!

[kodiaqsportline]

Feal for you. I don't think you're over reacting at all - you're more patient than I'd have been.

 

Whenever we collect our new cars, we assume it's factory fresh but none of us know what's actually happened in between the car leaving the factory and collection time. My guess would be that no matter who the manufacturer is, faults will have been found and rectified without us being any of the wiser.

 

I've picked up many new cars over the years, had a few instances where things need attended to, but nothing on that scale. Worst experience was Mercedes. They have or at least had something called a 'Handing over the keys ceremony'  which I didn't want but was informed it had to be done - company policy. So I arrived to find the car covered with a fancy expensive looking silk sheet - not sure what the process is supposed to be, the sales folk pull back the cover and your supposed to gasp in delight? She pulled the cover off to reveal the gleaming new car. Straight away my eyes fell on two stone chips on the bonnet and one of the front fog lights had misted up.

 

The car was immediately booked in next week to be repaired + fit new fog light, but I had them right down on the receipt that the car was only being accepted on the basis they would have one attempt to correct those problems otherwise the car would be rejected.  It may be something you wish to do when / if  you finally collect yours.

 

Good luck.

 

Edited 26 August, 2022 by kodiaqsportline

[Hyeung]

I've been told that the car will be getting a new control module replaced (and not the central console screen).

Supposedly it controls a number of features on the car, working in network with other core modules. No more detail than what this does actually, as they don't know the specifics. So far the control module is accessible via the removal of the glovebox.

 

Still awaiting for confirmation on when they will get this part and then an ETA on delivery. Ofcourse that is assuming that the proposed part resolves the issue?!

 

I'm glad we did not fall for the pay in advance! I was very specific in getting the car checked out fully until i'm happy to then transfer the monies. 

If I found any paint and body damage I would simply reject the car; just bad experience on bodyshop repairs esp on a brand new car.

 

As they have registered the car, i believe they are in the difficult position as they'll make a loss if we walk away or reject. They previously asked us if we would settle the balance before Aug as next month they will be at a temp loss for the unaccounted balance of this car. I don't plan to pay a penny more until i can get visual confirmation that all is good before taking delivery is my stance.

 

Not sure what else i can do tbh? It kinda sucks, and I appreciate its not exactly the dealerships direct fault. Some might say the dealer could have checked the car over, but it would mean have to review all the functions one by one. I can't see any dealership having to do that? I would expect for the factory to have the ability to check things in more depth before it goes out? 

 

In terms of Skoda Customer service, they were pants as they're not taking any ownership of the issue? Pushing this back on the dealer by the looks.

 

 

[classic]

It isn’t the dealerships fault, but they want to be a Skoda dealer and the issue is for them to sort with Skoda. It sounds like you are dealing with this very reasonably to me.

I used to do pre delivery inspections on cars but 30 years ago when there was an absolute fraction of the electronics of today. I wouldn’t be surprised to find the same time allocated for a technician to PDI a car today. If the car doesn’t put up a warning light or fault message then all the systems are probably assumed to be ok. I would have thought they plug it into their diagnostic system to set it up and that would flag up any faults codes, but maybe they don’t.

[Hyeung]

Hi,

We're now just over 3 weeks since our scheduled delivery/handover.

Unfortunately, things have still not been resolved. The suggested part from Skoda still has not arrived and everything is stalled. We've been told that the suggested part is in backorder, but no ETA. The dealership has claimed to have escalated matter to the highest possible level? But in the end there is no progress. I would have though the dealership would have a direct channel with Skoda UK to deal with these unique matters, but now sense this channel doesnt exist and as I dont see theres much that is getting done to resolve this in a timely manner. 

In effect the dealership is unable to progress matters as Skoda have in my mind stalled the situation.

 

We're now not really sure what else to do? Can anyone who may have experienced similar issues offer any advice or a useful contact that could unblock or progress this?

Time-wise it's becoming silly, next week being 4 weeks...

Cheers. 

 

[classic]

Did you pay and accept it in the end and, if so, have they provided you with a car to use in the meantime ? Personally unless Skoda and/or the dealer is looking after you, with free transport, I’d be seriously looking at rejecting it and walking away.

That car is coming up one month old from first registration date and you haven’t been able to use it. If the part is back ordered I can’t see how the situation can be unblocked or progressed further.

Edited 11 September, 2022 by classic

[Hyeung]

19 hours ago, classic said:

Did you pay and accept it in the end and, if so, have they provided you with a car to use in the meantime ? Personally unless Skoda and/or the dealer is looking after you, with free transport, I’d be seriously looking at rejecting it and walking away.

That car is coming up one month old from first registration date and you haven’t been able to use it. If the part is back ordered I can’t see how the situation can be unblocked or progressed further.

 

Definitely have not paid, and to be honest will not until i know this is fixed. And no they did not offer transport or anything to look after us....Dealer is just advising us that they are trying their best but is stalled due to the situation from Skoda.

I have written back to Skoda on this, complaining about these timescales. But suspect they'll not care, as they haven't bothered since. 

I would have thought Skoda would had intervened and assisted with the part situation. I can bet that part is not in backorder for the factory that is building cars....

The issue with walking away now is the lost of the gov grant, the negotiated discount and the time taken to get the car. 

The dealer has actually told us if we want to reject and walk away we can do that....I was rather surprised seeing that they have already registered the car. 

[Ootohere]

@Hyeung Is it Skoda UK that you expect to help and are getting none from or Skoda CZ? 

 

Are you dealing with the Dealer Principal or someone else at the dealership?

 

This is the issue with Skoda / VW UK's Customer Services. 

The lack of Customer Services or giving a damn. 

 

 

Edited 12 September, 2022 by roottoot

[classic]

Parts being on back order has always been a problem with vag group cars, and I guess the microchip supply issues won’t be helping with something like a control module.
With the grant and discount you secured on this deal then I see why you are holding out as the prices are way higher now, which is no doubt why the dealer would be quite happy if you walked away.

Edited 13 September, 2022 by classic

[Hyeung]

21 hours ago, roottoot said:

@Hyeung Is it Skoda UK that you expect to help and are getting none from or Skoda CZ? 

 

Are you dealing with the Dealer Principal or someone else at the dealership?

 

This is the issue with Skoda / VW UK's Customer Services. 

The lack of Customer Services or giving a damn. 

 

 

Yes expect Skoda UK to assist in this situation...but not seeing anything yet.

Been dealing with Sale Manager, and have escalated to Dealer Principle. I've been advised that the Managing Director has been involved.

However, in the end there hasn't been any good news so far..?

[Hyeung]

2 hours ago, classic said:

Parts being on back order has always been a problem with vag group cars, and I guess the microchip supply issues won’t be helping with something like a control module.
With the grant and discount you secured on this deal then I see why you are holding out as the prices are way higher now, which is no doubt why the dealer would be quite happy if you walked away.

Yes, you can see why we're kinda holding out....However, one key point is that the car has been registered already (and we have the V5 form) despite not completing delivery i.e. no payment. So the car already has an assigned owner, so surely this will impact the price they can sell this at if we walk away? But perhaps the lost in that is still smaller than the difference from the gov grant and discount that they have already agreed?  

 

 

[Ootohere]

It will not impact their 'Asking Price'  and as some 'used' EV's with ridiculous 'Asking prices' above the RRP selling they might well be loads of quid in.

 

So could you be if you find a buyer and then actually get the car, paying for it then selling. 

[Smk82]

We had a poor delivery today. Ours is a lease car ordered back in October last year, finally arrived.. or not. Came back from dropping our daughter off at childcare and passed our enyaq sitting at the start of our road with the delivery driver calling to check we were in, which was fine. He said he would be right round. 10 minutes pass and nothing (only 1/6 mile!). So I walked up to see what was going on. 
 

car wouldn’t start, errors all over the dash. So they had to call our Skoda assistant. In typical engineer fashion, it worked when they turned up, so he drove it round. They couldn’t find a fault ( I don’t think they plugged it in). We checked it over turned it on etc, all seemed ok. 
 

delivery driver stated we could either ask that the car be taken back to be checked out before handover, or take it now, but if it happened again, they would still deal with it. 
 

Decided to risk it, and took it for a test drive, got back and started to learn about the functions when it happened again. Errors everywhere. Called the dealer and broker, and now after <4 hours, car is on its way back to Skoda and a courtesy car is being arranged. Certainly takes the shine off a new car experience. Thought Skodas were meant to be reliable!

[Hyeung]

Update...

The ETA given to us for last week on the part did not happen. The part was placed back on backorder?

The dealership has contacted say they've reached out to Technical again and await a response. They have also asked that I get a case reference for a complaint via Skoda and their MD will look to direct this to exec office of Skoda for assistance? 

 

Anyways, Skoda's channel for complaints is pants...

On the Skoda website, there's simply no email address for complaints. There is however a generic web form (https://www.skoda.co.uk/discover/contact-us-form) giving you the option to raise a complaint. Thought i'd put something down in writing and submitted my complaint on Sunday 11/09. So far 4 working days have past, and I've still not had any response.

Have tried Skoda's chat service and not much success, highlighting that my enquiry complaint is awaiting to be assigned/processed. So no case reference just yet.

 

Doesn't look like i'm going very far with all this. 

[Redboy]

You either stick with it or the dealer will sell it on for a higher price. Skoda UK and VWFS are very difficult to deal with at times, with elite levels of buck passing and avoiding responsibility, leaving the customer to drive the issue along (almost seeming to hope that you lose  the will to live) Good luck. 

[Phil245]

I'm lucky enough to have got my car a week ago and so far I am very pleased with it. It drives far better than I could have dared to hope for and has generated much interest amongst my neighbours and work colleagues etc.....

 

But overall I was very disappointed with a number of issues around the dealership. After I took delivery I received a satisfaction survey from the sales guy I had dealt with so I sent a long email outlining the various issues and why I would never by a another car from them again ( this is my 3rd new Skoda).  The sales chap said he had forwarded the email to his Sales Manager.

 

I don't really care now I've got the car, but I haven't heard a fig from the Sales Manager. I don't think they give a toss at the moment, it's a sellers market and they can sell all the cars they can get their hands on......

 

But the pendulum will swing the other way fast and hard very soon. As the supply chain gets going again & the cost of living crisis bites home the car market will change as well....

[Ootohere]

They will reap what they sow.

All publicity is not good publicity.  http://briskoda.net/forums/topic/505905-skoda-dealers-last-in-driver-power-2022

 

[Hyeung]

Major update....

After about 8-9 weeks, we are now back to where we should have been since Aug 18th on delivery.

It has taken all this time, and 3-4 revised ETAs to get a control module! Part replaced, and all is fully operational now.

Now ready to take delivery take 2.....

 

Negotiated compensation of additional 12month warranty and 2 services....

Hoping to progress a smooth delivery after all the time....crazy....

 

[ColinD]

A terrible start, not a terrible outcome.

[Hyeung]

On 23/10/2022 at 10:24, ColinD said:

A terrible start, not a terrible outcome.

 

I guess a reasonable outcome, could have been better but these days i think that's considered decent. 

[Spoon1963]

On 20/10/2022 at 16:01, Hyeung said:

Major update....

After about 8-9 weeks, we are now back to where we should have been since Aug 18th on delivery.

It has taken all this time, and 3-4 revised ETAs to get a control module! Part replaced, and all is fully operational now.

Now ready to take delivery take 2.....

 

Negotiated compensation of additional 12month warranty and 2 services....

Hoping to progress a smooth delivery after all the time....crazy....

 

We took delivery of a new Enyaq 60 in October, it was faulty from day 1 and wouldnt allow us to connect to it. We appear to be having a similar experience to yourself in terms of slipping delivery dates for the replacement Telematics unit (which we understand is housed under the rear seats) and no one at Skoda caring about the customer. Current part delivery is February.

 

One you received your car, was everything ok? Have you had any problems since? Do you still have the car?

[Hyeung]

On 02/12/2022 at 00:45, Spoon1963 said:

We took delivery of a new Enyaq 60 in October, it was faulty from day 1 and wouldnt allow us to connect to it. We appear to be having a similar experience to yourself in terms of slipping delivery dates for the replacement Telematics unit (which we understand is housed under the rear seats) and no one at Skoda caring about the customer. Current part delivery is February.

 

One you received your car, was everything ok? Have you had any problems since? Do you still have the car?

Hi,

 

I'm not sure if we have the same issue. As I was told the control module that we had replaced was located within the glovebox and not the rear seats.

You are right in that the service was rather poor from Skoda. Still have the car, and so far all is fine.

There are some app issues I've had since then, but is pending with Skoda rather than the dealership. We also noted that the tyre pressure label is incorrect on the car, and had that confirmed with Skoda direct, awaiting to get the label replaced but no response.

 

 

 

[ifightdragons]

15 hours ago, Hyeung said:

We also noted that the pressure label is incorrect on the car, and had that confirmed with Skoda direct, awaiting to get the label replaced but no response.

 

 

 

 

This would actually be really helpful if you provided the following info:

 

1. Your model/variant? (iV60/iV80/iV80x) ?

2. The actual correct tyre pressure?

3. The wrong tyre pressure on the label.

 

It's info like that which transforms threads like these from simply blogging, to truly helpful community info sharing.