Serious manufacture warranty issues, car under a year old.
Discussion
I can't say the brand for naming and shaming reasons.
But here is the email I just sent customer services, I'm at a loss as to how to proceed without spending £1000 and still still having a broken car.
Any ideas how to push for them to just fix it all under the warrenty?
"Hello,
We purchased a approved used xxxxxxx estate Xxxxxx from one of your dealerships just 4 months ago (March 2015) this car cost us £18,000 which is way way over our budget, but having had a previous car break down we thought it was worth spending for peace of mind and hassle free motoring as well as the fact that beyond the finance on the car, it wouldn't cost us a penny as its warrentied.
Well, after only 4 months of owning it, we had a spectacular breakdown the other day, the clutch suddenly went very "sticky" and within 10 mins it has completely given up and the clutch pedal had depressed completely and gone up behind the dash. I had to bring the car to a stall stop and call the Network Q RAC.
The car was taken to "Xxxxxx Aldershot" to be fixed.
That, I though was that, so imagine my surprise when today I get a call saying the dashboard is lit up like a Christmas tree, almost every system has a fault, a 50amp fuse has blown, which the dealership had never seen before, and the icing on the cake, we may be liable to pay for the clutch issue if it's down to "wear". I authorised them to remove the gearbox and diagnose.
I have just got off the phone to them and to be honest I'm so confused I don't even know how to explain it.
1. The slave cylinder "exploded" this item is covered by the warranty, great, but this is where the good news ends.
2. The clutch and flywheel have "blue spots and signs of excessive heat" and due to this both of these items will not be covered by the warranty and will cost in excess of £900 to replace, my suggestion that this can't have been down to mis-use and might be linked to the slave cylinder fall on deaf ears.
3. The fuse is not covered by the warranty, because apparently driving along the road and blowing a 500amp fuse taking half the electrical items with it is supposed to happen, and counts as "wear and tear"
4. They can't test the electrical faults until they have replaced the slave cylinder as they can't move the car to road test it. they can't guarantee that replacing the slave cylinder will make the car moveable, so want me to pay £900 to replace the clutch and fly wheel, to then see if/how the other issues are fixable (fuse is at our expense, all other issues could be)
Please tell me that I'm not being unreasonable in thinking that spending the best part of £20,000 on a Xxxxx, a main dealer, network q approved, warrentied and under a year old from new, and then after only 4 months of owning it to be faced with a completely broken car (in many different ways) and a bill of over £1000 is out of order
We have both (me and my Other half) been driving for over 8 years, and Never, Ever had a clutch, or anything else for that matter fail on us. So I can guarantee you this didnt come down to "user error" or misusing the car.
It's simply broken and not fit for purpose.
I'm sorry if that doesn't make sense, I'm so flabbergasted by all this that I can't make sense of it either.
To make matters worse, we get married next week, we now have no car, we need a big car to get items to the wedding venue, and we are completely screwed.
Please help us, we just want our car back.
Thank you"
But here is the email I just sent customer services, I'm at a loss as to how to proceed without spending £1000 and still still having a broken car.
Any ideas how to push for them to just fix it all under the warrenty?
"Hello,
We purchased a approved used xxxxxxx estate Xxxxxx from one of your dealerships just 4 months ago (March 2015) this car cost us £18,000 which is way way over our budget, but having had a previous car break down we thought it was worth spending for peace of mind and hassle free motoring as well as the fact that beyond the finance on the car, it wouldn't cost us a penny as its warrentied.
Well, after only 4 months of owning it, we had a spectacular breakdown the other day, the clutch suddenly went very "sticky" and within 10 mins it has completely given up and the clutch pedal had depressed completely and gone up behind the dash. I had to bring the car to a stall stop and call the Network Q RAC.
The car was taken to "Xxxxxx Aldershot" to be fixed.
That, I though was that, so imagine my surprise when today I get a call saying the dashboard is lit up like a Christmas tree, almost every system has a fault, a 50amp fuse has blown, which the dealership had never seen before, and the icing on the cake, we may be liable to pay for the clutch issue if it's down to "wear". I authorised them to remove the gearbox and diagnose.
I have just got off the phone to them and to be honest I'm so confused I don't even know how to explain it.
1. The slave cylinder "exploded" this item is covered by the warranty, great, but this is where the good news ends.
2. The clutch and flywheel have "blue spots and signs of excessive heat" and due to this both of these items will not be covered by the warranty and will cost in excess of £900 to replace, my suggestion that this can't have been down to mis-use and might be linked to the slave cylinder fall on deaf ears.
3. The fuse is not covered by the warranty, because apparently driving along the road and blowing a 500amp fuse taking half the electrical items with it is supposed to happen, and counts as "wear and tear"
4. They can't test the electrical faults until they have replaced the slave cylinder as they can't move the car to road test it. they can't guarantee that replacing the slave cylinder will make the car moveable, so want me to pay £900 to replace the clutch and fly wheel, to then see if/how the other issues are fixable (fuse is at our expense, all other issues could be)
Please tell me that I'm not being unreasonable in thinking that spending the best part of £20,000 on a Xxxxx, a main dealer, network q approved, warrentied and under a year old from new, and then after only 4 months of owning it to be faced with a completely broken car (in many different ways) and a bill of over £1000 is out of order
We have both (me and my Other half) been driving for over 8 years, and Never, Ever had a clutch, or anything else for that matter fail on us. So I can guarantee you this didnt come down to "user error" or misusing the car.
It's simply broken and not fit for purpose.
I'm sorry if that doesn't make sense, I'm so flabbergasted by all this that I can't make sense of it either.
To make matters worse, we get married next week, we now have no car, we need a big car to get items to the wedding venue, and we are completely screwed.
Please help us, we just want our car back.
Thank you"
Not a nice situation, and I hope it gets resolved quickly. Personally, I would have stuck to facts and not included any of the personal points in the letter. Also helps to have clearly written points stating exactly what you expect/ hope to achieve in terms of a resolution.
I'd agree that this was not acceptable from a nearly new car - surely sale of goods act would put onus on the dealer to prove fault was not present before sale?
I'd agree that this was not acceptable from a nearly new car - surely sale of goods act would put onus on the dealer to prove fault was not present before sale?
They are basically saying the clutch and flywheel look done, knackered due to heat and excessive wear, but they are not covered by warranty as consumables and as such if I want them replacing at the same time as the slave cylinder it will be £900 as gearbox out is covered by warrenty for the slave replacement.
Otherwise chance it, and if it doesn't work it will be £1200 to do as the gearbox will need to come back out
Otherwise chance it, and if it doesn't work it will be £1200 to do as the gearbox will need to come back out
Perhaps the vehicle was used as a tow car by the previous owner, and that could account for the wear and tear.
The fuse blowing could be a short to earth.
The Network Q warranty might actually cover clutch failure, so could possibly be a point in your favour as its a part you cant really check prior to purchase
The fuse blowing could be a short to earth.
The Network Q warranty might actually cover clutch failure, so could possibly be a point in your favour as its a part you cant really check prior to purchase
Edited by cootuk on Tuesday 28th July 20:25
sidekickdmr said:
but having had a previous car break down we thought it was worth spending for peace of mind
We have both (me and my Other half) been driving for over 8 years, and Never, Ever had a clutch, or anything else for that matter fail on us. So I can guarantee you this didnt come down to "user error" or misusing the car.
Contradicted yourself somewhat in that letter, didn't you??We have both (me and my Other half) been driving for over 8 years, and Never, Ever had a clutch, or anything else for that matter fail on us. So I can guarantee you this didnt come down to "user error" or misusing the car.
Issue them (the supplying dealer) a letter detailing what you want doing, and explain you don't consider it fit for purpose under SOGA. Cut out all of the emotional stuff that doesn't add anything to your case.
When they fail to play ball, issue a final letter before action, then, if they still don't play ball, send them a summons via money claim online.
It won't be quick and may drag out for a year (my recent Small Claims action has done), but I bet you'd stand a good chance of winning if you present a good case to the judge.
You may need to consider paying the bill for everything they say it needs and then suing for the refund of that money instead.
I'm sure a legal bod will give more detail shortly as I'm afraid I'm a total novice and basically let my dad deal with mine!
When they fail to play ball, issue a final letter before action, then, if they still don't play ball, send them a summons via money claim online.
It won't be quick and may drag out for a year (my recent Small Claims action has done), but I bet you'd stand a good chance of winning if you present a good case to the judge.
You may need to consider paying the bill for everything they say it needs and then suing for the refund of that money instead.
I'm sure a legal bod will give more detail shortly as I'm afraid I'm a total novice and basically let my dad deal with mine!
If the slave cylinder has "exploded" then I would be fairly confident in saying that the clutch and flywheel will be covered in fluid. In which case the wear is irrelevant as they have been ruined by the failure of the slave cylinder.
The wear to the clutch was not causing a problem before the slave failed. Therefore tell them to refit the original.
They won't be able to because of the contamination of the fluid.
The wear to the clutch was not causing a problem before the slave failed. Therefore tell them to refit the original.
They won't be able to because of the contamination of the fluid.
eltax91 said:
sidekickdmr said:
but having had a previous car break down we thought it was worth spending for peace of mind
We have both (me and my Other half) been driving for over 8 years, and Never, Ever had a clutch, or anything else for that matter fail on us. So I can guarantee you this didnt come down to "user error" or misusing the car.
Contradicted yourself somewhat in that letter, didn't you??We have both (me and my Other half) been driving for over 8 years, and Never, Ever had a clutch, or anything else for that matter fail on us. So I can guarantee you this didnt come down to "user error" or misusing the car.
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