Import- Wrong Car Delivered

[Normodog]

Hi All,

I'm just looking for some opinions on my recent import experience. This isn't my first rodeo, I've imported a few cars from Japan in the past. First time I've come access this problem.

So I used an online dealer/broker (Issue is ongoing so won't name them yet) based in Japan. Picked out a Honda Odyssey that looked to tick all the boxes, 38000km, keyless entry, electric seats etc.

All going smoothly at this point, delivery did take a while due to lack of RoRo space. However this is where things went wrong. I noticed as the car turned up that it was the wrong colour.

Looking further at the car it also has 87000km, no electric seats and no keyless entry. To top it all off the windscreen has been smashed in transit, not easy or cheap to get hold of.

Now the vehicle chassis number is correct as per the advert, but all other details are incorrect. Seems to be a case of the advert being a mix up between two vehicles.

The car I ordered:



The car I received:



Luckily, apart from the windscreen the car I have received is still a nice thing. The company has been responsive into their replies and are investigating the mix up. The main outcome I'm after is getting the windscreen sorted, at least then it can be roadworthy. The broker handled all the shipping, clearance and transport uk side, so the liability should be with them.

Has anyone else ever had this sort of thing happen before?

[Mikebentley]

Crumbs that’s a cock up. Hope they sort it out. Financially don’t they owe you some Compo. Worse spec and huge mileage mistakes.

[JimbobVFR]

On the plus side I really like the colour of the wrong un!

[Normodog]

Mikebentley said:

Crumbs that’s a cock up. Hope they sort it out. Financially don’t they owe you some Compo. Worse spec and huge mileage mistakes.

I think so yeah, I did paid on a credit card. I've started the process with them investigating too.

We're not talking huge amounts of cash here, but I would think some money back my way is due.

[Normodog]

JimbobVFR said:

On the plus side I really like the colour of the wrong un!

I actually prefer it, but shhh don't tell them! It looks really cool in the sun.

[InitialDave]

That's pretty bad, yes.

If they're currently being responsive, maybe see how that shakes out first?

For my part, I'd be starting from a position of I want the car I bought, and it's up to them what they do with the one currently sat on my driveway.

[h0b0]

If you run the VIN through a decoder, what spec does it come up with?

[Normodog]

h0b0 said:

If you run the VIN through a decoder, what spec does it come up with?

I can't find a decoder that works with the JDM vin. The advert for the original vehicle showed pictures specifically of the spec I mentioned.

[Normodog]

InitialDave said:

That's pretty bad, yes.

If they're currently being responsive, maybe see how that shakes out first?

For my part, I'd be starting from a position of I want the car I bought, and it's up to them what they do with the one currently sat on my driveway.

I'll give them some time, I think Japan is still largely shut until Monday, so I'm not expecting the dealer's response until then.

I think the vehicle cost should be refunded, will be interesting to see how it plays out.

[Alex Z]

Normodog said:

h0b0 said:

If you run the VIN through a decoder, what spec does it come up with?

I can't find a decoder that works with the JDM vin. The advert for the original vehicle showed pictures specifically of the spec I mentioned.

Definitely save copies of the original advert before it gets removed or edited.

[sam.rog]

Most businesses are closed until the 6th in Japan.
No help to you OP but I often wondered what would happen if the wrong car showed up. I’ve been half looking at importing something but the list of unknowns during the process has put me off. I could pay a middle man but then I’m tight ans dont want to give them a grand or two on top of the cost.

[Normodog]

Alex Z said:

Definitely save copies of the original advert before it gets removed or edited.

Cheers, I've got all pictures and the advert.

[Louis Balfour]

Normodog said:

I think the vehicle cost should be refunded, will be interesting to see how it plays out.

And they have back the car, or are you proposing that you get it for free?

You'd think a reasonable way of dealing with it would be that you establish the value of the new one, deduct it from the value of what you ordered, and ask them to refund the balance.

There's no need to be overly generous with your valuation of the car they delivered. But, if you allow the expectation of a free motor to solidify in your mind, my guess is you'll be disappointed.

[Normodog]

sam.rog said:

Most businesses are closed until the 6th in Japan.
No help to you OP but I often wondered what would happen if the wrong car showed up. I’ve been half looking at importing something but the list of unknowns during the process has put me off. I could pay a middle man but then I’m tight ans dont want to give them a grand or two on top of the cost.

I've had no issues previously, but then I was buying from auction rather than a dealer. For reference this car will be around £4k cheaper than buying the same car from a uk dealer/importer.

Worth doing yourself if you can. I think this incident is a rarity and likely caused by an admin error.

[Alex Z]

Louis Balfour said:

Normodog said:

I think the vehicle cost should be refunded, will be interesting to see how it plays out.

And they have back the car, or are you proposing that you get it for free?

You'd think a reasonable way of dealing with it would be that you establish the value of the new one, deduct it from the value of what you ordered, and ask them to refund the balance.

There's no need to be overly generous with your valuation of the car they delivered. But, if you allow the expectation of a free motor to solidify in your mind, my guess is you'll be disappointed.

Which is fine if the OP is happier with a lower spec car with twice the mileage, but presumably they wanted the one they chose in the first place.

[Louis Balfour]

Alex Z said:

Louis Balfour said:

Normodog said:

I think the vehicle cost should be refunded, will be interesting to see how it plays out.

And they have back the car, or are you proposing that you get it for free?

You'd think a reasonable way of dealing with it would be that you establish the value of the new one, deduct it from the value of what you ordered, and ask them to refund the balance.

There's no need to be overly generous with your valuation of the car they delivered. But, if you allow the expectation of a free motor to solidify in your mind, my guess is you'll be disappointed.

Which is fine if the OP is happier with a lower spec car with twice the mileage, but presumably they wanted the one they chose in the first place.

He said he quite likes it ^^^^^

It looks like an opportunity if handled correctly. But my guess is he won't get it for free.

[Normodog]

Well the windscreen replacement is likely to cost around £1500, that should be covered by the transport insurance. Plus some money back for it being the wrong vehicle, it won't be far of the vehicle cost.

I'm not looking to recoup the admin/shipping cost, that's mine to swallow and they have provided that service.

[Normodog]

Small update to this.

I have had a response from the broker, they have contacted the seller that admitted the listing was a mistake on his behalf. The broker has now banned the seller from listing on the platform, seems harsh but their choice.

The broker has also confirmed that the windscreen was not broken before shipment, luckily I had marine transport insurance so they have started the claims procedure on that.

The case has now been passed over to the 'customer success manager' to establish the compensation that will be offered. I have been advised that I will hear from them in a day or so.

[Louis Balfour]

Normodog said:

The case has now been passed over to the 'customer success manager' to establish the compensation that will be offered. I have been advised that I will hear from them in a day or so.

[Normodog]

To close this out, they are sending me a replacement windscreen along with a financial settlement.

Won't be far of the total cost of the vehicle in the end. I'm happy with the outcome and the documents are with the Dvla for the registration process!