Advise/Opinions - Issues with new car purchase.
Discussion
Hi All
I'm looking for some advice on a new car purchase that is turning into a bit of a nightmare. I won't name and shame dealers and the manufacturer just because I might be jumping to conclusions. For the most part, the dealership has been very good, except for one frustrating lie, which we'll get to in a bit.
I ordered a brand-new car in early August.
I wouldn't normally buy brand-new because of the depreciation side of things, but the purchase was justified by the fact that I'd be getting exactly what I want and I could get the car in my spec rather than having to compromise on something as I typically do with a used purchase.
Buying new incurred a significant price premium - brand new examples were available for £11k less than I paid for my new one. They were "new old stock" so the pre-facelift model, but still, that is a lot less money to pay on a car that costs well under £40k in the first place - but I accepted that - I wanted the facelift in my specific spec.
I ordered a particularly rare colour (rare because most people hate it, but I like it) and pretty much fully spec'd the options sheet - something that rarely happens with this car.
I was told 16-week lead time, no problem.
Some of the interior trim pieces I ordered are a little rare, and around 6 weeks into the order I read a forum post from someone who'd ordered the same parts (but separately to the car itself) and had been waiting for 6 months with no ETA in site yet as they're on long backorder. I queried this with my dealer who said everything was fine and they had no issues supplying these parts.
The forum member and I chatted and presumed that stock priority was probably for new cars and as he'd ordered his separately, he was at the back of the queue. No biggy.
9 weeks into the order, whilst on holiday, I received an email from the dealer saying that the manufacturer was no longer offering that colour for the model I have ordered and that they would not be honouring any existing orders with that colour. Whilst I still had my build slot, I had a couple of days to change colour. I was very annoyed given that I was over 2 months into the order, it's not like it was a couple of days.
I was pretty livid over this, given that I could have bought brand new stock sitting on a forecourt 9 weeks prior in another colour for less money than I was paying.
The dealer seemed very apologetic and it was clear that ultimately it was the manufacturer's decision and beyond their control - but I was very upset.
It also ruined that day of the holiday (first-world problems, I know) as I was frantically stopping every half an hour when I had signal (road-tripping through the rural US) to try and decide on which colour to pick even though I didn't really want any of them.
Anyway, it turns out, the sales manager had put in a complaint to the UK head office about the situation and this somehow worked, with the original colour now being honoured.
Good news! I mean, I'd rather this have all been done BEFORE telling me and giving me that stress and disappointment, but at the end of the day, I'm still getting what I want.
Fast forward to last week, I was told that the car is prepped, has the last few trim pieces to be delivered and fitted for collection, can I collect Wednesday 30th. Sure thing, I say - great.
I emailed the dealer yesterday, just double checking it was all ok before I booked my train ticket (3-hour trip). All good. Perfect.
I get a phone call from the manager today (as the salesman is off) who seemed annoyed himself.
The car is not ready, they are still waiting for the PDI kit to be delivered, as well as some interior trim pieces. The same interior trim pieces I queried the stock availability about several weeks ago.
I asked about this, saying I was told it was fine, and the manager said I should never have been told that, those pieces were always on backorder and basically have an indefinite lead time still with no ETA.
He said a collection for tomorrow should never have been arranged and I certainly shouldn't have been told the car is ready.
Bear in mind, the car has been registered as of tomorrow, so I have the reg, the insurance all lined up etc.
Not very happy. Especially when I queried the trim pieces... I don't get why the salesman lied and arranged the collection... Why not tell me this when I'm always going to find out the car is missing pieces.
They've said that once the PDI Kit arrives, I can collect the car and then when the interior trim piece options arrive, they will pay for my fuel to go back and install them for me. Now, while annoying, this on the face of it seems ok. It's not great service but it does mean I'm getting what I ordered.
The problem is though, the trim pieces come as 3 different "parts". 1 of them is in stock and now fitted to the car. 2 of them are on backorder.
Given the chap in the forums has been waiting over 6 months now and still doesn't have his, my worry as that these pieces will have stopped production and go end of life and potentially, like the colour, the existing orders won't be fulfilled. As I already have 1 of the pieces installed, this means my interior will be mismatched.
Additionally, as I said before, I justified the depreciation a new car purchase has by the fact I get exactly what I want - which I won't get if these pieces never come into stock.
So the way I see it, I can:
Refuse the car, as it isn't what I've ordered.
But then I'm back to square one of not having a car, having wasted over 3 months, and then have to find something in the classifieds in a spec I don't want (but at a lower cost).
Refuse to accept the car until it's as ordered.
But then as it's been registered, I'll effectively "lose" time until the MOT is due, service due for Warranty etc as it is registered from tomorrow. The wait could be MONTHS, as opposed to days and weeks.
Accept the car as-is and hope that I do eventually get those extra trim pieces.
But then in 3 months time if I am told those trim pieces are no longer being honoured, I'm then stuck with a mis-matched car.
I know it's very first world problems, and to some, interior trim pieces doesn't mean much, but I think it's justified I am not happy about this and want what was ordered.
Do you reckon I have any other options?
Also, it seems unusual that they are waiting for a PDI Kit, surely a main dealer would have plenty of these when you have 100 cars in stock?
I'm looking for some advice on a new car purchase that is turning into a bit of a nightmare. I won't name and shame dealers and the manufacturer just because I might be jumping to conclusions. For the most part, the dealership has been very good, except for one frustrating lie, which we'll get to in a bit.
I ordered a brand-new car in early August.
I wouldn't normally buy brand-new because of the depreciation side of things, but the purchase was justified by the fact that I'd be getting exactly what I want and I could get the car in my spec rather than having to compromise on something as I typically do with a used purchase.
Buying new incurred a significant price premium - brand new examples were available for £11k less than I paid for my new one. They were "new old stock" so the pre-facelift model, but still, that is a lot less money to pay on a car that costs well under £40k in the first place - but I accepted that - I wanted the facelift in my specific spec.
I ordered a particularly rare colour (rare because most people hate it, but I like it) and pretty much fully spec'd the options sheet - something that rarely happens with this car.
I was told 16-week lead time, no problem.
Some of the interior trim pieces I ordered are a little rare, and around 6 weeks into the order I read a forum post from someone who'd ordered the same parts (but separately to the car itself) and had been waiting for 6 months with no ETA in site yet as they're on long backorder. I queried this with my dealer who said everything was fine and they had no issues supplying these parts.
The forum member and I chatted and presumed that stock priority was probably for new cars and as he'd ordered his separately, he was at the back of the queue. No biggy.
9 weeks into the order, whilst on holiday, I received an email from the dealer saying that the manufacturer was no longer offering that colour for the model I have ordered and that they would not be honouring any existing orders with that colour. Whilst I still had my build slot, I had a couple of days to change colour. I was very annoyed given that I was over 2 months into the order, it's not like it was a couple of days.
I was pretty livid over this, given that I could have bought brand new stock sitting on a forecourt 9 weeks prior in another colour for less money than I was paying.
The dealer seemed very apologetic and it was clear that ultimately it was the manufacturer's decision and beyond their control - but I was very upset.
It also ruined that day of the holiday (first-world problems, I know) as I was frantically stopping every half an hour when I had signal (road-tripping through the rural US) to try and decide on which colour to pick even though I didn't really want any of them.
Anyway, it turns out, the sales manager had put in a complaint to the UK head office about the situation and this somehow worked, with the original colour now being honoured.
Good news! I mean, I'd rather this have all been done BEFORE telling me and giving me that stress and disappointment, but at the end of the day, I'm still getting what I want.
Fast forward to last week, I was told that the car is prepped, has the last few trim pieces to be delivered and fitted for collection, can I collect Wednesday 30th. Sure thing, I say - great.
I emailed the dealer yesterday, just double checking it was all ok before I booked my train ticket (3-hour trip). All good. Perfect.
I get a phone call from the manager today (as the salesman is off) who seemed annoyed himself.
The car is not ready, they are still waiting for the PDI kit to be delivered, as well as some interior trim pieces. The same interior trim pieces I queried the stock availability about several weeks ago.
I asked about this, saying I was told it was fine, and the manager said I should never have been told that, those pieces were always on backorder and basically have an indefinite lead time still with no ETA.
He said a collection for tomorrow should never have been arranged and I certainly shouldn't have been told the car is ready.
Bear in mind, the car has been registered as of tomorrow, so I have the reg, the insurance all lined up etc.
Not very happy. Especially when I queried the trim pieces... I don't get why the salesman lied and arranged the collection... Why not tell me this when I'm always going to find out the car is missing pieces.
They've said that once the PDI Kit arrives, I can collect the car and then when the interior trim piece options arrive, they will pay for my fuel to go back and install them for me. Now, while annoying, this on the face of it seems ok. It's not great service but it does mean I'm getting what I ordered.
The problem is though, the trim pieces come as 3 different "parts". 1 of them is in stock and now fitted to the car. 2 of them are on backorder.
Given the chap in the forums has been waiting over 6 months now and still doesn't have his, my worry as that these pieces will have stopped production and go end of life and potentially, like the colour, the existing orders won't be fulfilled. As I already have 1 of the pieces installed, this means my interior will be mismatched.
Additionally, as I said before, I justified the depreciation a new car purchase has by the fact I get exactly what I want - which I won't get if these pieces never come into stock.
So the way I see it, I can:
Refuse the car, as it isn't what I've ordered.
But then I'm back to square one of not having a car, having wasted over 3 months, and then have to find something in the classifieds in a spec I don't want (but at a lower cost).
Refuse to accept the car until it's as ordered.
But then as it's been registered, I'll effectively "lose" time until the MOT is due, service due for Warranty etc as it is registered from tomorrow. The wait could be MONTHS, as opposed to days and weeks.
Accept the car as-is and hope that I do eventually get those extra trim pieces.
But then in 3 months time if I am told those trim pieces are no longer being honoured, I'm then stuck with a mis-matched car.
I know it's very first world problems, and to some, interior trim pieces doesn't mean much, but I think it's justified I am not happy about this and want what was ordered.
Do you reckon I have any other options?
Also, it seems unusual that they are waiting for a PDI Kit, surely a main dealer would have plenty of these when you have 100 cars in stock?
Any more info as to what the car is and as to what the missing trim bits are?
I'd want assurance from the dealer in writing that the missing trim pieces will arrive within X months (end of the year?) and tell them that otherwise you'll be wanting the full price back that you paid for the car, I'd also want to only have 12 months RFL on it from when you picked it up rather than from 30 October.
Can the 1 piece of the kit that did arrive be easily removed and replaced with the original?
If you don't collect it tomorrow does that mean you are without a car to use? If so, ask them for a loan car to cover until when the kit arrives - that should focus their mind on getting the missing bits of kit!
It turns what should be a great time for you into a disappointment.
I'd want assurance from the dealer in writing that the missing trim pieces will arrive within X months (end of the year?) and tell them that otherwise you'll be wanting the full price back that you paid for the car, I'd also want to only have 12 months RFL on it from when you picked it up rather than from 30 October.
Can the 1 piece of the kit that did arrive be easily removed and replaced with the original?
If you don't collect it tomorrow does that mean you are without a car to use? If so, ask them for a loan car to cover until when the kit arrives - that should focus their mind on getting the missing bits of kit!
It turns what should be a great time for you into a disappointment.
sandman77 said:
I would do exactly what the dealer has suggested and take the car as it is and return to get the trim pieces fitted when they arrive. There is no reason to believe the trim will be discontinued. I really don’t see the issue here.
The car is a model that's going to be replaced soon, likely next year, hence my worry that those parts will be made end of life and production will stop, so my concern of going down this route (which I'd otherwise happily do), only to find out in 6 months that I won't be getting those parts, I'll be pretty p*ssed off and have a mismatched interior. 66HFM said:
Any more info as to what the car is and as to what the missing trim bits are?
I'd want assurance from the dealer in writing that the missing trim pieces will arrive within X months (end of the year?) and tell them that otherwise you'll be wanting the full price back that you paid for the car, I'd also want to only have 12 months RFL on it from when you picked it up rather than from 30 October.
Can the 1 piece of the kit that did arrive be easily removed and replaced with the original?
If you don't collect it tomorrow does that mean you are without a car to use? If so, ask them for a loan car to cover until when the kit arrives - that should focus their mind on getting the missing bits of kit!
It turns what should be a great time for you into a disappointment.
I don't want to name and shame just yet because ultimately the pieces may end up arriving and getting installed.I'd want assurance from the dealer in writing that the missing trim pieces will arrive within X months (end of the year?) and tell them that otherwise you'll be wanting the full price back that you paid for the car, I'd also want to only have 12 months RFL on it from when you picked it up rather than from 30 October.
Can the 1 piece of the kit that did arrive be easily removed and replaced with the original?
If you don't collect it tomorrow does that mean you are without a car to use? If so, ask them for a loan car to cover until when the kit arrives - that should focus their mind on getting the missing bits of kit!
It turns what should be a great time for you into a disappointment.
The pieces are:
Alcantara trim for the dash
Alcantara trim for the door cards
Alcantara trim for the gearshift/handbrake gator (these are installed, I believe)
I optioned these items as they would go with the Alcantara Recaros the car has.
I've not paid tax yet, so I'd not miss out on any taxed period. For me it's more of a case that in 3 months time, if it is all ready then I'll have 2.75 years until it's first MOT, 9 months until its service even though its brand new etc.
The dealer cannot guarantee X months, their system shows "2059" as the ETA just because that's as far as it goes. There is no lead time.
The car is a model that's going to be replaced soon, maybe next year, hence my worry that those parts will be made end of life and production will stop.
I do have a car to use, so that's ok.
TREMAiNE said:
The car is a model that's going to be replaced soon, likely next year, hence my worry that those parts will be made end of life and production will stop, so my concern of going down this route (which I'd otherwise happily do), only to find out in 6 months that I won't be getting those parts, I'll be pretty p*ssed off and have a mismatched interior.
The dealer seem to have been reasonable so far - if the parts are delivered, they'll fit them later and that will be fine. At the same time your concern is very understandable that they may never be made.I'd suggest explaining your worry to the dealer and asking them what they would do in the case that the trim parts never become available.
TREMAiNE said:
sandman77 said:
I would do exactly what the dealer has suggested and take the car as it is and return to get the trim pieces fitted when they arrive. There is no reason to believe the trim will be discontinued. I really don’t see the issue here.
The car is a model that's going to be replaced soon, likely next year, hence my worry that those parts will be made end of life and production will stop, so my concern of going down this route (which I'd otherwise happily do), only to find out in 6 months that I won't be getting those parts, I'll be pretty p*ssed off and have a mismatched interior. Get it in writing. Consider what will satisfy you if the trim pieces don't come and have that put in writing aswell (whatever it is)
samoht said:
TREMAiNE said:
The car is a model that's going to be replaced soon, likely next year, hence my worry that those parts will be made end of life and production will stop, so my concern of going down this route (which I'd otherwise happily do), only to find out in 6 months that I won't be getting those parts, I'll be pretty p*ssed off and have a mismatched interior.
The dealer seem to have been reasonable so far - if the parts are delivered, they'll fit them later and that will be fine. At the same time your concern is very understandable that they may never be made.I'd suggest explaining your worry to the dealer and asking them what they would do in the case that the trim parts never become available.
It's really not a 'nightmare', absolute worse case the parts can be trimmed at a later date and the dealer picks up the cost.
Tbh, the dealers word means nothing. The parts come, or they don’t. They don’t have any power over it, so asking for reassurances from them is pointless.
Best to take the car without the bits, with it in writing that if the parts don’t arrive in an agreed timeframe, you will get a full refund of the parts and fitting (or whatever you have paid for) and get them done aftermarket.
Crap situation but sitting on it and waiting absolutely won’t help.
Best to take the car without the bits, with it in writing that if the parts don’t arrive in an agreed timeframe, you will get a full refund of the parts and fitting (or whatever you have paid for) and get them done aftermarket.
Crap situation but sitting on it and waiting absolutely won’t help.
TREMAiNE said:
I don't want to name and shame just yet because ultimately the pieces may end up arriving and getting installed.
The pieces are:
Alcantara trim for the dash
Alcantara trim for the door cards
Alcantara trim for the gearshift/handbrake gator (these are installed, I believe)
I optioned these items as they would go with the Alcantara Recaros the car has.
I've not paid tax yet, so I'd not miss out on any taxed period. For me it's more of a case that in 3 months time, if it is all ready then I'll have 2.75 years until it's first MOT, 9 months until its service even though its brand new etc.
The dealer cannot guarantee X months, their system shows "2059" as the ETA just because that's as far as it goes. There is no lead time.
The car is a model that's going to be replaced soon, maybe next year, hence my worry that those parts will be made end of life and production will stop.
I do have a car to use, so that's ok.
What I'd do is try to negotiate some form of compensation with the dealer (if the parts haven't turned up after 90 days) before you collect the car.The pieces are:
Alcantara trim for the dash
Alcantara trim for the door cards
Alcantara trim for the gearshift/handbrake gator (these are installed, I believe)
I optioned these items as they would go with the Alcantara Recaros the car has.
I've not paid tax yet, so I'd not miss out on any taxed period. For me it's more of a case that in 3 months time, if it is all ready then I'll have 2.75 years until it's first MOT, 9 months until its service even though its brand new etc.
The dealer cannot guarantee X months, their system shows "2059" as the ETA just because that's as far as it goes. There is no lead time.
The car is a model that's going to be replaced soon, maybe next year, hence my worry that those parts will be made end of life and production will stop.
I do have a car to use, so that's ok.
They sound reasonable & if you give them 90 days I'd say you're being reasonable too.
Gently remind them that you're not getting the car you ordered & you're within your rights to reject the car, hoprfully you can find a suitable middle ground.
What correspondence have you had with the manufacturer?
The dealer is doing his best to manage a manufacturer problem - yes i know that’s their job but i would be pressing the manufacturer- the sensible suggestions above should, in my mind, be directed to the manufacturer, with reassurances from them as to what will happen and when.
The dealer is doing his best to manage a manufacturer problem - yes i know that’s their job but i would be pressing the manufacturer- the sensible suggestions above should, in my mind, be directed to the manufacturer, with reassurances from them as to what will happen and when.
I’m intrigued as to what the car is.
I wouldn’t class dashboard and door cards as trim pieces. I’d have thought the dash in particular will require major surgery and the best part of a day at least to fit. Unless we’re just talking inlays.
Are you sure these are dealer fit items? It sounds odd for a dashboard and even whole door cards to be dealer fit options. The gaitors I can believe.
Anyway because of my musings above, I’d take the car, enjoy it and hold out for the trim pieces turning up, but expect them not to.
I wouldn’t class dashboard and door cards as trim pieces. I’d have thought the dash in particular will require major surgery and the best part of a day at least to fit. Unless we’re just talking inlays.
Are you sure these are dealer fit items? It sounds odd for a dashboard and even whole door cards to be dealer fit options. The gaitors I can believe.
Anyway because of my musings above, I’d take the car, enjoy it and hold out for the trim pieces turning up, but expect them not to.
On balance, I think that the best course of action is to get written confirmation(and not an email) from the dealer that the 2 remaining dash parts will be received and fitted within 3 months failing which you will require
A refund to cover the value of all 3 parts
Removal of the part originally fitted (I am presuming that Thais wouldn’t damage the interior, just that it wouldn’t match your seat trim)
Compensation by way of 2 (or at least 1)free services for nit getting the car you had ordered.
That way you have the car now to drive and enjoy now without loss of MOT time etc.
A refund to cover the value of all 3 parts
Removal of the part originally fitted (I am presuming that Thais wouldn’t damage the interior, just that it wouldn’t match your seat trim)
Compensation by way of 2 (or at least 1)free services for nit getting the car you had ordered.
That way you have the car now to drive and enjoy now without loss of MOT time etc.
SteBrown91 said:
Im going to guess its a BMW and the parts are the M performance accessory interior trims.
TREMAiNE said:
a car that costs well under £40k in the first place
TREMAiNE said:
I optioned these items as they would go with the Alcantara Recaros the car has.
Unrequested sleuthing, but I can't think of a <£40k BMW that has Recaro seats.My advice - walk away and refuse the car if you can. You've effectively paid £11k over the odds for a car for 3 reasons and 3 reasons only; the parts that set the car apart from the mundane. The dealer can't promise a delivery date so there's the likelihood that the parts will never turn up and the dealer is only interested in you until month end, tomorrow.
Don't do it as it'll ruin your ownership of the car while you're waiting and if the parts don't turn up you'll be seething and threatening legal action and stressing yourself silly. Explain the maths calmly and methodically and leave it to the dealer to work something out.
Don't do it as it'll ruin your ownership of the car while you're waiting and if the parts don't turn up you'll be seething and threatening legal action and stressing yourself silly. Explain the maths calmly and methodically and leave it to the dealer to work something out.
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