[chris330D]

As some might have read already, I decided I wanted to scratch a V8 sized itch . Found a C63 estate that had what I wanted at a Merc dealer, 45 miles away. Went to see the car and fell in love with it. Did a deal and agreed to pick it up the following week.

There was work to do. The car was nearly 3 years old so not expecting perfect but the salesman promised me it would all be done.

When I went to pick the car up it was pouring with rain but signed the paperwork and handed over my car and cash. At the hand over the salesman told me not to was the car for a few weeks as it had been painted. He also said I could plug my iPod into the centre storage area between the front seats.

Drove home happy . As it had been so wet the following day I decided to wash it to give it a thorough exam. This is when my problems started. 3 of the 4 wheels were kerbed and had not been repaired as agreed. The front had not been resprayed and the stone chips were still there. The scratch on the side had not been repaired as had the swirl marks that they had promised to polish out. I also found scratches all over the rear tailgate glass that I don't think we're there when I first saw the car. Calling in to my local MB dealer to get an iPod cable that the salesman had told me was all I needed I found out it needed a media card at £500 parts and labour.

Phoned the dealer livid. Asked for the sales manager and told him how disappointed I was. He was very apologetic and said they would fix everything and asked would I like a C63 as a loaner. They then drove a brand new C63 to my work and took my car away. I then waited 3 weeks before I was finally told that my car was ready. One of the reasons for the delay being getting glass from Germany.

Went to the dealer last Saturday, excited at the thought of getting my car finally right. When I got there there was the car pride of place at the front of the dealer. The salesman was there and said he would be with me as soon as possible. While waiting I walked round my car. Nothing had been done. The same things were all still there. I waited 45 mins for the salesman, intrigued a to what he would say. He took me roun the car asking if I was happy!!

Showed him the same faults and when I asked why the glass still had scratches in it he told me they had replaced one of the passenger door glass, WTF. got the sales manager out as I was totally pissed by then. We then had a long conversation about how crap they are. I told them I was minded to call the whole thing off. Thing is they have now sold my car so I would be without wheels. Finally said I would give them till this Saturday to fix the car or refund/compensation.

Thing is I want to know views on what to do? On the one hand they are incompetent and I feel like just walking away. On the other, I am now on my 5th week with their car so have paid for a second hand car and had 1500 miles in a new one. Sorry for the long post but would really like views please.

[dxb335d]

Mate, what a shitter of a situation.

Ive learned from life, that there are alot of cants and that dealers are full of them.


FUCK ME WHY ON EARTH DIDNT YOU CHECK THE RIMS at least before you left FFS mate?!

I feel your pain, and as long as they sort it.. ENJOY THE CAR, bud dont use that dealer again

CANTS

C63

[chris330D]

Thanks mate, driving me mad this dealer. Should've checked the rims, you're right but it was pissing with rain and I trusted them to do what they said they'd done. See what happens this week eh.

[dxb335d]

Originally Posted by chris330D

Thanks mate, driving me mad this dealer. Should've checked the rims, you're right but it was pissing with rain and I trusted them to do what they said they'd done. See what happens this week eh.

Ah mate, I do know what you mean.. Your spending big bucks and they ''should'' have bent over backwards.. They would have been better sayign we haven't had time, but please bring it back in and we will sort them out..

Cants mate. So angry for you....Left in good faith only to feel robbed and done over.

Awesome car though mate!!

[chris330D]

Cheers mate . If it wasn't such a good car would have told then to f**k off an taken my money elsewhere. So cool as an estate and don't understand it at all . They have had me driving around in their brand new C63 because they couldn't be bothered doing mine.

[dxb335d]

Originally Posted by chris330D

Cheers mate . If it wasn't such a good car would have told then to f**k off an taken my money elsewhere. So cool as an estate and don't understand it at all . They have had me driving around in their brand new C63 because they couldn't be bothered doing mine.

Mate I love HOT estates!!! SOOO COOL. Loved em ever since the B5 RS4 Avant came out 12 years ago!! My old man had a brand new 535d Msport tourer in 05.. (Ok not in the league of the C63) But still a super cool Uber quick wagon!!

Now he has a M5 touring!!! Now that is a match for your beast

[sheps]

Take the car back as is; have someone trusted sort the paint, a paint correction specialist sort the paint, have Lepsons or similar refurb your wheels Nd bill them for the lot. Stick £300 on for your time/hassle.

[ddogg35]

Originally Posted by sheps

Take the car back as is; have someone trusted sort the paint, a paint correction specialist sort the paint, have Lepsons or similar refurb your wheels Nd bill them for the lot. Stick £300 on for your time/hassle.

This. Its better to get things sorted to your standard and give them the bill, them let them screw you around any more.

[davyk31]

Only do what Sheps says after you have warned them in writing and given them a deadline to complete the work. Danger is they don't pay you.

I would put issues in writing and keep driving their car til sorted. A chat with dealer top man would be in order especially focusing on why they said it was sorted but was not.

[pf06]

Take a touring holiday, in theirs.

[The_Bear_Yid]

Demand some sort of compensation on top of the wrongs being put right or ask for your money back and consider some sort of legal action.

[coopersim]

They've messed you around by the sounds of it, I'd hit them where it hurts and walk away.

[Chris100]

That's pretty bad service, I have to agree that you should be looking for some sort of compensation on top of them sorting out the issues for you. My friend had a similar situation although not as bad with a local Audi dealer when buying an ex demo TTS, he ended up pushing them for compensation and came away with a number of items had intended purchasing for free.

I would be at the very least looking for my first service FOC, I imagine that it will be quite expensive on that car.

[sheps]

The real crux of the issue is the managing of ones expectations;

Chris has stated the car was 3 years old, and hence he did not expect it to be perfect, but highlighted the issues he could see all the same.

The salesman stated that all the items would be rectified as part of the deal.

Chris paid his money, and chopped in his car, completing his side of the deal.

The dealership has failed to manage the client's expectations by not addressing the issues which formed part of the deal.

Furthermore, the misinformation given re: iPod constitiutes mirepresentation of the car and/or its features.

The dealership has already made an ommission of responsibility that the car, at the point of sale, was not as it should have been, by taking the car back for rectification works.

Furthermore, Chris has given them a fair and reaosnable amount of time to rectify those issues. One would reasonably expect that faults of the nature described would be addressed in such a period of time.

If this were me, I would write to the dealer principle, setting out the particulars of what was agreed regarding addressing the paintwork, wheels, glss, iPod retrofit etc.

State what was and what was not done in time for collection/what was noticed upon arrival at home.

Bullet point the conversation with the salesman and the terms of the dealership taking back the car to further rectify the problems.

State that the dealership has had fair and reasonable time to address the issues yet has still has failed to do so.

This results in a zero confidence in the dealerships ability to address the issues. Recognise that a replacment vehicle has been supplied at no cost to you, but not being an estate means it is unsuitable for your requirements (hence why you bought an estate in the first place).

Out them on notice that they have 7 days to reply to your letter with a proposed plan of action OTHER THAN just taking the car back for another crack - this has been attempted once with no success - if the dealership is proposing to take the car back then you need a 'plan of action' the assures success.

It goes without saying that you expect a loan car of equal or greater than value, and urge them to look within group for a vehicle that better meets your needs.

Failure to respond in 7 days or table a plan of rectification that instills some confidence in the proposed works will result in you having the works done at your cost, by recognised professionals in their field, to bring the car up to the expected standard (as promised initially by the salesman) which you will then contra-charge to the dealer.

You have to be seen as fair and reasonable, so you have to give them opportunity.
But, you can also make it very clear that you don't want the same abortion of a job done, by the same monkeys that carried it out the first time.

With respect to compensation; what are you actually entitled to? Not a lot.
Everyone likes to think they're owed compo, but if you think of it as a loss and expense claim rather than a "I have been mildly put-out, ergo I am entitled to something" you'll realise its not a lot.

If the car is put to the standard you're expecting, you have no loss of value.
If the dealership supplies you with a vehicle of equal standing, you have no loss of value.

What has this actually cost you? Not much.
A bit of grief, some angry phonecalls etc.
It's obviously worth something, but don't go expecting a free holiday out of it.

[davyk31]

Sheps response is a longer response of what I was thinking. You need to remain calm, professional but firm. That approach has won me through in many of these types of situations, shouting and swearing never wins.

You need to agree a plan of action with them and a timescale. Ask a senior manager to take responsbility and also ask him to personally inspect your car before you are informed it has been repaired. That way its his fault if it isn't up to standard. Don't hold them out for every tiny thing or increase your expectations unreasonably, at some point you have gone as far as you can and need to walk away relatively happy.

As regards the loan car, pushing for an estate may mean they give you an estate that isn't a C63, realistically they can argue it provides the space you need but not the power which would not be deemed as essential. If you prefer to keep the power then perhaps sticking to the saloon C63 is the best option for now.

Push them hard, very hard but be reasonable and polite and remember the power of a well written letter.

[Beaky]

Originally Posted by chris330D

At the hand over the salesman told me not to was the car for a few weeks as it had been painted. .

Drove home happy . As it had been so wet the following day I decided to wash it to give it a thorough exam.

I feel sorry for you with all the problems but this bit did stand out

[Moh]

Originally Posted by Beaky

I feel sorry for you with all the problems but this bit did stand out

Lmao it did stand out..... Anyhow...why not give Dominic littlewood a call,be very interesting...

[Mani59]

I had a similar problem when I purchased my last E39 from a Stratstone Jaguar Land Rover dealership....anyway, loads of problems and issues came about, and in the end, after taking legal advice, I was advised to put everything in writing and send a letter to the DP.

Never mind the letter I thought...I took and printed loads of photos of the issues, and sent them with the 25 page 'document'.
And when I did send the letter to the DP, I sent a copy of it to Trevor Finn, (boss of Pendragon), and the CEO of Jaguar Land Rover.
The DP of the dealership moved pretty damn quick then to resolve the problems, (gave me a refund).

I also got a signed letter from the CEO of Jaguar LR too, which I didnt expect, (just goes to show that he did read my letter).

[chris330D]

Thanks for all your suggestions guys. Sheps particularly for such detailed ideas. Wednesday has now come and gone and I've not heard a thing. So the next thing I suppose is to ring the dealer and ask to speak to the dealer principal? Will need to know who it is to go into writing. It's Mercedes Benz of Portsmouth that I'm dealing with.

[Mani59]

Originally Posted by chris330D

Thanks for all your suggestions guys. Sheps particularly for such detailed ideas. Wednesday has now come and gone and I've not heard a thing. So the next thing I suppose is to ring the dealer and ask to speak to the dealer principal? Will need to know who it is to go into writing. It's Mercedes Benz of Portsmouth that I'm dealing with.

According to their website, Mark Althorp is the general manager.
I personally would forget ringing, and put it in writing, (send it by recorded delivery).

[quattrogmbh]

As a merc dealer, you have 30 days / 1000miles to change your mind anyway.

The only thing that is stipulated is that the replacement car must be of the same or higher value.

I'd not worry about the rejection process, you just simply need to reject it in writing under the terms of that policy.

[chris330D]

Originally Posted by quattrogmbh

As a merc dealer, you have 30 days / 1000miles to change your mind anyway.

The only thing that is stipulated is that the replacement car must be of the same or higher value.

I'd not worry about the rejection process, you just simply need to reject it in writing under the terms of that policy.

I read that but that talks about exchange ie you can exchange the one you bought for another one? Walking away would mean them not supplying with a car and just giving me my money back.