I don't believe it...

[ralferoo]

So, after waiting 19 weeks for my new car, I went in to collect it today and ended up leaving empty handed...

I'm frankly amazed that it got through VW quality control, then past the dealer and actually presented to me. What's particularly galling about this is that apparently the dealer has had the car for the past week whilst I've been on holiday and so could easily have discovered these problems themselves.

* On the near-side front wing, there were 5 defects - 3 that looked like badly touched up rust spots and 2 problems with the lacquer layer.
* On the near-side door right near the wing, there was another bad blemish that looked like someone had touched it up badly.
* On the near-side roof just above the door there was a problem with the lacquer layer.
* On the driver's side rear door by the door handle there was another problem with the lacquer layer.
* On the driver's side front wing, there was a white scratch (presumably below deeper than the paint layer)
* There were 3 places where someone had obviously been over enthusiastically polishing and scuffed the lacquer (although this would be easy to fix with some t-cut)
* There was some liquid spatter on the near-side rear door plastic sill (probably could be removed by solvent, but still should have been spotted as I noticed as soon as I opened the door)

Of these, the defects on the near-side door and wing they've said they're going to get fixed under warranty but that they won't be able to fix anything else. And they reckon it's going to take at least 2 weeks to get the car fixed.

They then had the gall to suggest that I should pay for the car anyway and have a courtesy car whilst it's being fixed. I told them that I certainly wasn't paying them until after the paintwork was repaired. However, I not sure where that would leave me with the warranty as a few people have said here that work done after it leaves the factory isn't covered by the normal warranty.

The funniest line the dealer came up with was "I wish you'd told me that you wanted to inspect the car before we registered it" as if it's usual for people just to stroll up to the car and say, "Gosh, what a pretty colour!" before getting in and driving off...

Naturally, I'm pretty cheesed off right now. I'm not even sure if I should just reject the car outright due to the fact it'll have been resprayed before I even get it and there will still be problems with the paintwork after that... Any ideas anyone?

[james_tiger_woo]

Unfortunately before rejecting the car, you have to give them a fair crack at rectifying it - then you need to put that in writing.

I'm not sure where you stand legally as they have the car and are presenting it to you for you to reject it even though the contract probably just says "We will give you a car" and not in what condition.

As for them saying "I wish you'd told me that you wanted to inspect the car" - that's rubbish - I'd be talking to the manager or the like to complain....

[ralferoo]

It was the manager who agreed that the work on the wing and the door was sufficiently bad that they'd get it done "to my satisfaction" before I paid for the car.

I've also e-mailed VW to ask if this will affect the warranty. If it does, I guess I have good grounds to reject it on that basis alone.

Gutted though, as I took this week off work so I could drive around in my new car...

[ptolemy]

Tell the dealer that you have contacted What Car who are running a piece on bad new car experiences.... It's no more dishonest than they will have been to you.

[ptolemy]

Body rectification done prior to delivery does not affect the warranty. It is processed as transit damage (as long as it was recorded by the dealer on delivery) and paid for by VW UK.

[Gilesme]

Are you going to name and shame the dealer ?

(Wasn't Wolverhampton, was it ?)

[ralferoo]

Body rectification done prior to delivery does not affect the warranty. It is processed as transit damage (as long as it was recorded by the dealer on delivery) and paid for by VW UK.

By "delivery", do you mean delivery from the trailer to the dealer? If so, I'm guessing they didn't record the damage then as they acted surprised when I pointed it out. However, the car had clearly been polished in preparation for my arrival (there were still odd bits of wax all over the paint), so I can't understand how they didn't notice the paint blemishes...

I actually went into the showroom to collect the vehicle, so there was no actual delivery to me involved. There was around two and a half hours of bus journeys involved as I didn't want to leave my old car there, but that's another matter...

Are you going to name and shame the dealer ? (Wasn't Wolverhampton, was it ?)

No, the dealer wasn't Wolverhampton nor Hinckley where I guess a lot of you end up getting cars from. I'll hold off naming them until they have a chance to redeem themselves, just in case...

[Nightowl4933]

I did find a small blemish on the a post of my car, but didn't notice it for a couple of weeks for one reason or another, but VW Bristol were more than happy to resolve it for me without any hassle. In fact, I took it to their bodyshop directly fromt he showroom and they did it there and then.

As for paying for the car while they've still got it? Nah, I don't think so!

I don't disagree with james_tiger_woo, but I wonder if it can be rejected as being unmerchantable? Who's to say you're not buying it as a gift for someone else or selling it on, and don't want to pass on damaged goods.

If a respray is required I'd be spectacularly dischuffed as that would increase the thickness of the paint and any slight change in colour would be noticeable on dark colours and especially pearl black.

I would definitely have a chat with CAB or trading standards just to be sure, but if you can reject it you'll probably have to wait another 19 weeks to get a new one!

Also, I'd be disinclined to go back to a dealer with such poor customer service. they should have picked up these issues before you were due to collect it.

[Gilesme]

Mines coming from Wolverhampton - hence the question !

My old boss once ordered a peugeot on the scheme - got driven up from the dealer - about 250miles.

When it turned up, it was red, not the blue he had ordered (flat colours, not metallic), so he sent the delivery driver back again.... unlucky son.

[jahilton2002]

wow guys.... you're all scaring me... i get mine in jan/2010