Dealership refusing to honour warranty
Discussion
Hey Guys,
This has also been posted in VW section but wondering if this would be a better section for some help please. A good mate of mine has recently bought a Lapiz Blue R with 40 miles on the clock. All was great for a month until the turbo blew on it.
He had the car recovered to the VW garage closest to where it broke down and this is where the issues have started. The garage are saying they / VW will not warranty the fault as the car has been tampered with. This is definately not the case.
I have advised to get the car to the garage he bought the car from but the garage holding the car will not release it as they want paid for the inspection.
The thing is now becoming a mess,
Garage A will not supply, even after written requests, any detailed information as to why they/vw will not warranty the car other than "a code shows its been tampered with". Despite a further written request be ing submitted asking for fuller information when it is becoming apparent there are some inherant weakness's within the design or a batch of the turbos, still no concrete information can be supplied.
Garage B the selling garage have washed their hands completely stating that because its been looked at by another garage in the VW network and the warranty has been refused their hands are tied and they cant (more likely) wont get involved to help.
My mate has been left in limbo by two garages both washing their hands of the situation. He is somewhat milder in manner than me and has asked that the garages be left un named at present so as to try and leave a door open for goodwill and communication. He is however stuck with a month old car and two dealerships refusing to help this along with a finance company expecting their payment every month for a vehicle that clearly wasnt upto spec makes for a very unhappy situation.
Any information to help / Advice on dealing with these dealerships or the finance company would be very much appreciated. From an advice point of view it might be worth noting that the level of deposit paid means that if it could be legally done handing the car back and losing the deposit is not out of the question.
Thanks in advance for any help.
This has also been posted in VW section but wondering if this would be a better section for some help please. A good mate of mine has recently bought a Lapiz Blue R with 40 miles on the clock. All was great for a month until the turbo blew on it.
He had the car recovered to the VW garage closest to where it broke down and this is where the issues have started. The garage are saying they / VW will not warranty the fault as the car has been tampered with. This is definately not the case.
I have advised to get the car to the garage he bought the car from but the garage holding the car will not release it as they want paid for the inspection.
The thing is now becoming a mess,
Garage A will not supply, even after written requests, any detailed information as to why they/vw will not warranty the car other than "a code shows its been tampered with". Despite a further written request be ing submitted asking for fuller information when it is becoming apparent there are some inherant weakness's within the design or a batch of the turbos, still no concrete information can be supplied.
Garage B the selling garage have washed their hands completely stating that because its been looked at by another garage in the VW network and the warranty has been refused their hands are tied and they cant (more likely) wont get involved to help.
My mate has been left in limbo by two garages both washing their hands of the situation. He is somewhat milder in manner than me and has asked that the garages be left un named at present so as to try and leave a door open for goodwill and communication. He is however stuck with a month old car and two dealerships refusing to help this along with a finance company expecting their payment every month for a vehicle that clearly wasnt upto spec makes for a very unhappy situation.
Any information to help / Advice on dealing with these dealerships or the finance company would be very much appreciated. From an advice point of view it might be worth noting that the level of deposit paid means that if it could be legally done handing the car back and losing the deposit is not out of the question.
Thanks in advance for any help.
It's not really goodwill you're looking for.
The turbo is either defective and it should be changed under warranty no questions asked.
If the car has been mapped, then the dealers and VW are within their rights to walk away.
Is the car leased, on finance or paid anything by credit card? If so contact them for help.
The turbo is either defective and it should be changed under warranty no questions asked.
If the car has been mapped, then the dealers and VW are within their rights to walk away.
Is the car leased, on finance or paid anything by credit card? If so contact them for help.
Are both garages VW franchise dealerships ??
If so report to VW (UK) and suggest to them to sort out their dealerships, if he bought the car from non franchised dealership, he might need to get a written report from the 2nd garrage and ask the first to respond (in writing) before he rejects the car.
This assumes he has not had the car chipped, if he had then best go back to the "tuner" and ask for some help.
If so report to VW (UK) and suggest to them to sort out their dealerships, if he bought the car from non franchised dealership, he might need to get a written report from the 2nd garrage and ask the first to respond (in writing) before he rejects the car.
This assumes he has not had the car chipped, if he had then best go back to the "tuner" and ask for some help.
Thanks for your help guys. Im certain the car hasnt been tampered with.
Ive said to my mate and he is going to join PH and join the thread himself so he can confirm its stock.
I'm pretty sure both garages are proper VW franchises as Im sure both dealerships cars come up when searching for Golfs in Scotland.
I'm sure he will now try contacting VW UK, thanks again for the help so far and any more available.
cheers
Flip
Ive said to my mate and he is going to join PH and join the thread himself so he can confirm its stock.
I'm pretty sure both garages are proper VW franchises as Im sure both dealerships cars come up when searching for Golfs in Scotland.
I'm sure he will now try contacting VW UK, thanks again for the help so far and any more available.
cheers
Flip
Remember that the Finance company are equally liable for the car so he may be able to get some leverage with the supplying garage if he involves them.
I would be paying for the investigation and asking (after payment in full) for a written report on the condition of the car including the code that "proves" the car was modified.
Then take the report to the supplying garage and the finance company insisting that if it has been modified (presuming that the code cannot have been misread by the other garage) that it must have been supplied in that condition.
I would be paying for the investigation and asking (after payment in full) for a written report on the condition of the car including the code that "proves" the car was modified.
Then take the report to the supplying garage and the finance company insisting that if it has been modified (presuming that the code cannot have been misread by the other garage) that it must have been supplied in that condition.
MrPicky said:
Then take the report to the supplying garage and the finance company insisting that if it has been modified (presuming that the code cannot have been misread by the other garage) that it must have been supplied in that condition.
My thought too. They can't have it both ways. One VW dealer sulking because it's been modifed, but another VW dealer having sold a modified car without apparently knowing.Simpo Two said:
MrPicky said:
Then take the report to the supplying garage and the finance company insisting that if it has been modified (presuming that the code cannot have been misread by the other garage) that it must have been supplied in that condition.
My thought too. They can't have it both ways. One VW dealer sulking because it's been modifed, but another VW dealer having sold a modified car without apparently knowing.
You reckon a dealer sold a re-mapped car? Are you sure your mate hasn't been telling porkies? I can't see why a dealer would have any cause to make up a story like that, do they not get paid by VW UK for the warranty?First things first, pay the inspection fee and get the car back, at the same time he needs to make a formal written request for the exact reasons they believe that the car has been mapped, personally I would fax it, email it and recorded deliver it too.
If they still won't give the information then get an estimate for a new turbo and (eventually) take them to county court for it, reason being that in order to defend the claim they will have to disclose the information and then at least your mate can start moving forward.
Whatever your mate does, they want to keep the VW UK head office informed along the way, just incase they end up relenting and fixing it your mate needs to show he took reasonable steps to try and get this sorted - especially if he wants them paying for a hire car or whatever.
How sure are you that your mate didn't have it mapped?
If they still won't give the information then get an estimate for a new turbo and (eventually) take them to county court for it, reason being that in order to defend the claim they will have to disclose the information and then at least your mate can start moving forward.
Whatever your mate does, they want to keep the VW UK head office informed along the way, just incase they end up relenting and fixing it your mate needs to show he took reasonable steps to try and get this sorted - especially if he wants them paying for a hire car or whatever.
How sure are you that your mate didn't have it mapped?
Over the years I've had a few cars on finance and a few of these cars had issues. The garages messed around and i spent months going round in circles.
I eventually contacted the finance company. On one occasion within 1 hour of contacting them and telling them I was not happy I had the manager of the selling garage on the phone apologising.
The car went in a few days later and the problem was finally fixed.
I'd be escalating to the finance company and perhaps trading standard/citizens advice.
I eventually contacted the finance company. On one occasion within 1 hour of contacting them and telling them I was not happy I had the manager of the selling garage on the phone apologising.
The car went in a few days later and the problem was finally fixed.
I'd be escalating to the finance company and perhaps trading standard/citizens advice.
AyBee said:
Simpo Two said:
MrPicky said:
Then take the report to the supplying garage and the finance company insisting that if it has been modified (presuming that the code cannot have been misread by the other garage) that it must have been supplied in that condition.
My thought too. They can't have it both ways. One VW dealer sulking because it's been modifed, but another VW dealer having sold a modified car without apparently knowing. You reckon a dealer sold a re-mapped car? Are you sure your mate hasn't been telling porkies? I can't see why a dealer would have any cause to make up a story like that, do they not get paid by VW UK for the warranty?If someone trades in a car with 40K miles on the clock, does the receiving dealer run a full check first to make sure it's standard? I don't know, I've never done it.
It will be interesting to see how this one goes in the glare of a combined PH IQ of about 10,000...
Simpo Two said:
AyBee said:
Simpo Two said:
MrPicky said:
Then take the report to the supplying garage and the finance company insisting that if it has been modified (presuming that the code cannot have been misread by the other garage) that it must have been supplied in that condition.
My thought too. They can't have it both ways. One VW dealer sulking because it's been modifed, but another VW dealer having sold a modified car without apparently knowing. You reckon a dealer sold a re-mapped car? Are you sure your mate hasn't been telling porkies? I can't see why a dealer would have any cause to make up a story like that, do they not get paid by VW UK for the warranty?If someone trades in a car with 40K miles on the clock, does the receiving dealer run a full check first to make sure it's standard? I don't know, I've never done it.
It will be interesting to see how this one goes in the glare of a combined PH IQ of about 10,000...
I had an experience a bit like this... I had a 730d which I'd had mapped and then had the map removed before a service, with the mapper saying it was simply untraceable... the dealer commented on it having been 'tampered with'. I think the manufacturers are really wising up to this stuff.
If the car has been mapped OP, I suspect the worst thing your friend can do is get any lease/finance company involved.
theboss said:
The OP said 40 miles so I read it as a new car...
I had an experience a bit like this... I had a 730d which I'd had mapped and then had the map removed before a service, with the mapper saying it was simply untraceable... the dealer commented on it having been 'tampered with'. I think the manufacturers are really wising up to this stuff.
If the car has been mapped OP, I suspect the worst thing your friend can do is get any lease/finance company involved.
I had an experience a bit like this... I had a 730d which I'd had mapped and then had the map removed before a service, with the mapper saying it was simply untraceable... the dealer commented on it having been 'tampered with'. I think the manufacturers are really wising up to this stuff.
If the car has been mapped OP, I suspect the worst thing your friend can do is get any lease/finance company involved.
Assuming this is one of the leased R's that were being offered not so long ago, it sounds likely that it's been mapped (because why wouldn't you, it's not yours and it won't be yours once it's out of warranty), blown up, had the map removed and gone back to the dealer - at which point they've noticed. Call me cynical if you like...40k miles put a very different twist on things if that's the case.
Mapped before it was traded in perhaps? I'm certain all dealers don't routinely check for remaps on trade ins.
Could be hard to prove when it was mapped, if indeed that's the issue. Might be possible to interrogate the ecru to find when it was last reflashed.
Mapped before it was traded in perhaps? I'm certain all dealers don't routinely check for remaps on trade ins.
Could be hard to prove when it was mapped, if indeed that's the issue. Might be possible to interrogate the ecru to find when it was last reflashed.
Right if it's been sold used by a VW franchise the finance company is surely VWFS? and the car pre-sale should have been inspected under the VW approved used programme by said franchise including a diagnostics run.
Pay for the inspection ask a full copy of the diagnostics report including the modification code logged etc and a full history of previous logged work. If the OP's friend hasn't modified it drop it back at the selling dealership and tell them to fix it or prove they didn't know it had been modified at point of sale. The logged history and records held for it to have been sold as approved used will definately resolve this one way or the other.
If the car has been mapped or had a plug-in tunning box fitted at some point then yes the dealers and VWUK are perfectly entitled to reject the claim under warranty prepare for a significant bill about £2.2k in parts alone much, much more in labour. Even if the box or map is not present at time of diagnostics it is possible in some cases for the system to detect the car has previously been modified via stored codes.
Turbo failures on new mk7 R's and S3's are not unknown with a few reported on audi sport and rforum. A few have "won" new replacement engines out of VW in addition to a replacement turbo. Tubro's on the old mk6 R's where fairly bulletproof so failure would be highly uncommon even when heavily modified.
Pay for the inspection ask a full copy of the diagnostics report including the modification code logged etc and a full history of previous logged work. If the OP's friend hasn't modified it drop it back at the selling dealership and tell them to fix it or prove they didn't know it had been modified at point of sale. The logged history and records held for it to have been sold as approved used will definately resolve this one way or the other.
If the car has been mapped or had a plug-in tunning box fitted at some point then yes the dealers and VWUK are perfectly entitled to reject the claim under warranty prepare for a significant bill about £2.2k in parts alone much, much more in labour. Even if the box or map is not present at time of diagnostics it is possible in some cases for the system to detect the car has previously been modified via stored codes.
Turbo failures on new mk7 R's and S3's are not unknown with a few reported on audi sport and rforum. A few have "won" new replacement engines out of VW in addition to a replacement turbo. Tubro's on the old mk6 R's where fairly bulletproof so failure would be highly uncommon even when heavily modified.
Perhaps worth a look on the r forum.
The R has had 3 part numbers for the turbo, with a 4th rumoured as now being present - there are a number of failures on the first 2 numbers which was mainly cars supplied in March to June.
I have heard of 3 failures - whilst not great news, i think it works out as 1 in every 400 cars or something similar.
David
The R has had 3 part numbers for the turbo, with a 4th rumoured as now being present - there are a number of failures on the first 2 numbers which was mainly cars supplied in March to June.
I have heard of 3 failures - whilst not great news, i think it works out as 1 in every 400 cars or something similar.
David
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