How to encourage a main dealer to rectify a problem

[Johnnybee]

In September '25 I bought an approved used car from a main dealer, it's 3.5 years old and over £20k if that makes any difference.

As part of the preparation they agreed to paint one of the panels as there were two deep scratches that wouldn't polish out, all good so far. Collection day arrives and I travel to the dealer on the train and spot the car ready outside the main doors. I give it a quick inspection and see that the panel hasn't been repaired, not happy. To cut a long story short they send me on my way in a loan car and promise to paint the panel which they did and I collected it at a later date.

Two months later I'm washing the car and notice pimples and weird scratch marks in the paintwork. I email the salesman who sold me the car with photos and details. Radio silence...

Then with Christmas and NY I don't chase it up until when washing the car again this month and notice that the paint has worsened. I email again with more info and this time the salesman replies saying he will pass it on to his manager. I give it a week and after hearing nothing email him again, no reply.

Where do I go from here?

[Deep Thought]

Ring them?

Emails are too easily ignored.

Ring the sales guy, if you're not getting immediate action, then ask to speak to the sales manager.

I suspect it'll probably go through the service department but i'd definitely be on the phone - daily if needs be - and making their lives miserable if needs be until its sorted.

If you're not getting satisfaction then ask to speak to the General Manager. Escalate until its taken seriously and resolved.

[catso]

Visit them in person, make a fuss in the showroom and insist you're not going anywhere until they agree to sort it properly or, even better pay for you to take it to a 'proper' body repair place and not their 'approved' one which is obviously not up to much?

[Johnnybee]

I emailed them so that I was able to send photos but you are right about phoning them and I will be doing that

[alscar]

I would ring the Aftersales manager and politely but firmly point out the story.
Have bullet points written down in front of you.
Depending on his or her reaction consider then speaking to the Dealer Principal.

[Steve_H80]

If you're getting nowhere with the sales guys write recorded delivery to the company MD, be polite, don't waffle, stick to facts and what outcome you would like.
If that doesn't work consider going down the small claims route so make sure you keep a record of all communications, follow up telephone conversations or visits with a confirmation email.

[ADJimbo]

If the Main-Dealer is part of a bigger group (opposed to a one-man-band) then e-Mail the Group CEO / MD and ask them to resolve the matter.

If you do not get a personal response, you will get one of their Exec Team responding back to you.

[HughT4]

I've had a similar long standing problem with a used VW from Swindon VW. Absolutely awful ongoing saga. At the point of rejecting it as it was there at time of purchase.