Pride and Joy scratched by Main Dealer?! Advice please.

[Merlin V8V]

Hi Guys

I feel sick to the pit of my stomach and I'm sure you proud owners will realise why when I explain.................

I collected my V8V from the main dealer on Thursday after them having it for over a week for some warranty work and drove it home and it’s been in my garage since safe and sound until I washed it today. Imagine my horror when I noticed a 3 inch scratch on the nearside front wing that certainly wasn’t there when it went into them! There are various other scratches on the bonnet which look like finger prints have been cleaned off but with a rough cloth. I'm absolutely fuming and could scream.

The car was delivered to them in the clean state that you can see in the pics below and I'm fastidious with cleaning (filtered water, snow foam, two bucket method etc etc) so can't see that I did them whilst cleaning.

What do I do???

Thanks
Jason

[Jasandjules]

Call the dealer and explain the situation?

[Merlin V8V]

I am planning on doing that first thing Monday but thought it may be useful to get thoughts from the forum first.

[tonyhall38]

first thoughts are that you are fked.......2 /3 days after taking car back...you do not have a leg to stand on....better just get some scratch remover and get it detailed......sorry to bearer of bad news......hope you do get something sorted.....good luck

[birdcage]

Get an alibi and then torch the dealership

[Merlin V8V]

I had the car detailed 4 weeks ago and had instructed the dealer NOT to clean the car. Whilst it was mint when I gave it to them they had clearly left it outside for the week as it was filthy when I collected it late thursday and it rained all day yesterday so today was the first time I had a chance to clean it. Aaarrrggghhhh circumstances seem against me!

[Adam2S]

I know it seems really an*l but Ive had similar experiences in the past and now everytime I collect my car from a dealer I always now do a full walk around inspection before I drive off. Its better to raise any issues there and then as you can walk back inside and explain the situation to them on the same day.

That said clearly you need to call first thing on monday and take the car back to them. In fairness on the 2 or 3 times Ive had something nasty happen the dealership has admitted liability and resolve the issue. Its just a shame that such things happen, but then they are only human and mistakes do happen - the thing that makes me mad is that they almost never admit it up front.

[Jasandjules]

Merlin V8V said:

I am planning on doing that first thing Monday but thought it may be useful to get thoughts from the forum first.

Ok, well being realistic, it won't be good news for you.

Because it took you a week to notice I should imagine that the garage will say (and in some respects I can understand this) that they have no idea if the damage was done by you in the intervening week.

Was there any reason why you didn't check the car over when you collected her? (and I know it is not a realistic thing to do BUT sadly these days it can be a wise thing to do)...

[fiveoclockhero1]

The height and shape of the scratch looks like someones keyed it walking past

[simonpieman]

Agree with the other coments. I usually check my car over when I get it home and then send an email to the dealer that night with any problems, so that the problems are logged even if I can't get down there for a while.

On a seperate subject, you've got a nice tidy garage there, mate.

[Merlin V8V]

Jasandjules.....................It didnt take me a week to notice. I collected the car on Thursday at 4pm and noticed when I cleaned it at 6pm Saturday. Had it been dry on Friday I would have cleaned it then.

Fiveoclockhero1.....................I agree but the scratch thankfully isnt as deep as a normal keying would be. In addition the car wasnt left anywhere for that to happen. I drove straight from the dealer to my garage and thats where it stayed.

Jason

[Merlin V8V]

simonpieman said:

Agree with the other coments. I usually check my car over when I get it home and then send an email to the dealer that night with any problems, so that the problems are logged even if I can't get down there for a while.

On a seperate subject, you've got a nice tidy garage there, mate.

Thanks Simon.

Tidy garage and all those cleaning bit are all designed to minimise possible damage to car. I guess thats why I'm so annoyed. Anal I know but I'm sure I'm not alone there lol.

[Jasandjules]

Merlin V8V said:

Jasandjules.....................It didnt take me a week to notice. I collected the car on Thursday at 4pm and noticed when I cleaned it at 6pm Saturday. Had it been dry on Friday I would have cleaned it then.

Ok, that's not so bad in terms of how long it took to notice. I wonder, did you record the mileage when you collected her?

[rick-derby-]

coming from the opposite side, I can't understand how it happened, there should be no reason why someone should be leaning or working over this part of the bodywork, any equipment pushed passed would hit the bodywork lower down and would be straight line, and as the vehicle was not cleaned it can not be grit in a dirty cloth, You obviously take great care with your car and as most owners you know every mark and stonechip, the shape and depth is quite strange it does not look deliberate but more like someone wiping the bodywork, but why in this area, I really hope you come to a satifactory conclusion,

[froggie]

Belt buckle, button or zip when leaning over in to the engine bay?

I have a similar scratch on the top of my wing caused by letting someone wash it for charity,watched the lass drop the sponge then wipe the car.

Good luck with sorting it out.

[bacardii]

I had a similar problem with my car when it had been into stratstones. They delivered it back to me in the dark, straight into the garage (started snowing). A week later i went to the garage and noticed a scratch. To be fair, i went to see the dealer, and they said no problem and sorted it.

[V8 BYF]

Same happened to me at Harwoods in Chichester - I spotted it a week after it was returned. The weather had been rubbish and so the car hadn't left the barn.
I took it out at the weekend to give a a clean and spotted the scratches.
I was gutted too and took it straight back to the dealer, Having been mid way through cleaning the car it was easy to see that the car had been damaged during the post service cleaning session (the scratches followed a circular motion from washing or drying the car.
Harwoods were spot on with it and arranged for it to be sorted out - they supplied me with a courtesy car too.

These things do happen, it is good to see that dealer I used dealt with it swiftly and without a fuss or argument.

Good luck with yours

[Merlin V8V]

Thanks for all your advice and experiences guys.

I got security footage of me arriving home straight from the dealer and the car not leaving the garage until I cleaned it and the footage of me cleaning it for 2 hours without once rubbing the car (pat dry etc) and have downloaded that and will be taking it so the dealer in case they fight.

I'm going to drive there tomorrow rather than do it by fone and email and will let you know what they say.

Once again many thanks.

Jason

[simonpieman]

Well, what news?

[Merlin V8V]

Evening All

Well here is the update and I'm pleased to report that it’s a satisfactory one (well as much as can be)!

I spoke to my detailer (Bryan @ Drive and Shine) and popped over to see him on my way to the dealer this afternoon to get his opinion. His view was that the scratch and other newly arrived marks could, with some TLC, be dealt with and would be virtually invisible. It may take witchcraft or nano technology. He gave it a few minutes treatment then and there and it already looks so much better and will work on them fully when the car goes to him for its quarterly health spa treatment. His view was that it wasn’t malicious damage.

So on to the dealer.......................I was greeted in the car park as they recognised the car and had seen the posts on here and had already undertaken an internal investigation. Talk about nip a problem in the bud! They were professional and polite and whilst they didn’t admit responsibility, which in fairness they couldn’t as I think what actually happened will remain a mystery as accidents often don’t have answers, they didn’t hesitate is looking for a solution! I explained that Bryan would be taking care of it all. The Tech that worked on the car had been asked for his opinion and they checked to make sure that the preformed padded fibreglass panel protectors had been used. They had. They then dismantled them to ensure that nothing had contaminated them or worked loose that could cause damage. It hadn’t. I believe them as they have always delivered on what they say and have once again lived up to the reputation that we have come to love from our main dealers!

It’s impossible to say for certain what happened but the good news is that the professionals in which I trust feel that it’s solvable and whilst I will pick up the cost initially the dealer has agreed to cut me a deal on my next service to cover that.

The highs of ownership far outweigh these lows though guys and I have my smile back.

Once again many thanks for all your support.

Jason