Quickie on used car purchase from dealer please

[Vron]

Hi
In short,

Bought a BMW X3 24/2/17 from mid-sized car supermarket type place had about 100 cars on forecourt. Paid £250 'holding deposit' prior to viewing / test drive on credit card then the balance was cash. Last week after not using the car in the dark before, I noticed the outer LED section in the rear tail light housing is not working. Quick Google shows its a non-serviceable part so a new cluster required.

I email garage no responses which is irritating as they have had time to respond and have my email from the purchase as they were emailing me so not likely to have gone into spam.

I understand they have to rectify any faults within 30 days under new legislation. I'm not wanting to reject the car or anything but its about £250 for a new cluster from BMW. Can I get the £250 back from CC Company to pay for the part? The dealer's parting message as I drove away was 'any problems just bring it back to us'.

Before I start chasing them again I just want to get my plan in order. I'm happy for them to either supply the part and I can fit it or them supply and fit if I take the car back (even though its a 60 mile round trip). Or, are they going to argue its a consumable item? The invoice small print just says any faults will have been brought to my attention. This fault wasn't (weather was bright and sunny when I collected and viewed) but the LED could theoretically have failed in my 5 days of ownership.

Thanks

Edited by Vron on Monday 6th March 18:29

[Jonno02]

My personal experience with a faulty air con condenser on a used car:

61 plate bought in February 2015. Car was all good. After a week of ownership, I realised the car wasn't blowing cold air at all, but it took me a week to realise because it was...well, February. The air is always cold.

Email dealer, no response. Email again, no response. Bear in mind, this is a dealer that exclusively deals in Jaguar's/Land Rovers, so they 'pride themselves' on their first-class customer care. After a while, I phoned them and car was booked in. No vacuum fault found, so system re-gassed. Worked well for a week, then went hot again. Rinse and repeat. System was re-gassed 3 times and they said they'd claim off the warranty company..."but they might not honour the part and I would need to pay." I had been more than polite and taken multiple days off work at this point. They had the car for 3 days and were "waiting to hear back from the warranty company" - which it was nothing to do with them as the car was sold with the fault. Told them I'd be in contact with Trading Standards if the car wasn't fixed in 48 hours. 24 hours later I had the car back with a new condenser.

So I'd phone them, if that gets you nowhere go and visit them. Give them the opportunity to do right by you, don't jump the gun. But don't let them mess you about, they know their responsibilities.

[soad]

Phone them?

[Vron]

[quote=soad]Phone them?[/quote

Call me a cynic but the fact they aren't replying means to me it's looking like a struggle will be on so I'd rather not phone as it would be 'I didn't say X or Y', I'd rather have documented proof rather than what would be considered as hearsay especially if I need something to send to the CC company.

[hornetrider]

soad said:

Phone them?

This x a million. Just pick up the phone and be nice, it's not rocket science.

"Morning, it's Mr XYZ here I bought an X3 off you a couple of weeks ago. Yes, love the car but sadly I've noticed the rear LED lights aren't working, can I just pop it in? Cheers"

• click*

[t400ble]

Why are people so adverse to phone calls these days?

[zedx19]

Just pick up the damn phone! Speak to them and no doubt they'll be more helpful.

[elanfan]

Under new Consumer Rights I think the fault is deemed to have been there at time of purchase. You've nothing to lose by ringing them. Have in mind they won't like any poor review left for them.

[TooMany2cvs]

Vron said:

Bought a BMW X3 24/2/16... I noticed the outer LED section in the rear tail light housing is not working

Do you mean you bought it last February? How old is it? You're going to be pushing to have a part-faulty tail light covered by the vendor a year after purchase.
Or did you mean it was bought 24/2/17...? Again, how old is the car? Is the failed section just a part of the light, or the entire tail light?

Or do you mean it was brand new last February, and you've only just bought it? If so, why wouldn't this be covered under the manufacturer's warranty?

[Vron]

t400ble said:

Why are people so adverse to phone calls these days?

Probably because phone calls are easy to deny.

I can give countless examples over the years (some of which have gone legal and can only be considered as hearsay) so now I prefer to get things documented.

The fact the emails are going unanswered is not an excuse that I should be ringing them its poor service.

But to silence the critics I have rung them and am awaiting a call back.

[hornetrider]

Vron said:

Probably because phone calls are easy to deny.

I can give countless examples over the years (some of which have gone legal and can only be considered as hearsay) so now I prefer to get things documented.

The fact the emails are going unanswered is not an excuse that I should be ringing them its poor service.

But to silence the critics I have rung them and am awaiting a call back.

You're going about it the wrong way and you sound a bit prickly to deal with.

Phone calls to start, and if you feel it's necessary and things aren't happening to your satisfaction, then you start documenting things. ie following up calls with confirmation emails... "As discussed on the phone, I'd just like to confirm xyz etc"

[Jonno02]

hornetrider said:

You're going about it the wrong way and you sound a bit prickly to deal with.

Phone calls to start, and if you feel it's necessary and things aren't happening to your satisfaction, then you start documenting things. ie following up calls with confirmation emails... "As discussed on the phone, I'd just like to confirm xyz etc"

I wouldn't say that's prickly at all. Emails are generally easier for a dealer to answer at a time of convenience, than being badgered by a phonecall. OP has given them that courtesy and they've refused to answer.

[zedx19]

Jonno02 said:

hornetrider said:

You're going about it the wrong way and you sound a bit prickly to deal with.

Phone calls to start, and if you feel it's necessary and things aren't happening to your satisfaction, then you start documenting things. ie following up calls with confirmation emails... "As discussed on the phone, I'd just like to confirm xyz etc"

I wouldn't say that's prickly at all. Emails are generally easier for a dealer to answer at a time of convenience, than being badgered by a phonecall. OP has given them that courtesy and they've refused to answer.

This is absolute rubbish, at their convenience??? So you buy a car, it develops a fault but you don't want to pester them so you'll email? You're the customer, pick up the phone and discuss the fault. Then if you feel neccesary, follow up with an email. Never heard such rubbish before. I purchased a Mondeo which developed a turbo fault after 10 weeks, I rang the place I bought it from and got it booked in and sorted. Never once did I think, "I'll email them as I know they'll be busy."

[Vron]

Jonno02 said:

hornetrider said:

You're going about it the wrong way and you sound a bit prickly to deal with.

Phone calls to start, and if you feel it's necessary and things aren't happening to your satisfaction, then you start documenting things. ie following up calls with confirmation emails... "As discussed on the phone, I'd just like to confirm xyz etc"

I wouldn't say that's prickly at all. Emails are generally easier for a dealer to answer at a time of convenience, than being badgered by a phonecall. OP has given them that courtesy and they've refused to answer.

Quite. I'm still waiting for them to ring back....I agree it's not ideal but experience has taught me this is the only way to deal with things nowadays. Promises mean nothing.

[Vron]

I think a few on here are missing the point.

As a customer (who's just spent a not insignificant amount of money with them and now has a problem) whatever way you contact the garage they should reply in a timely manner. To those chirping up I should phone - I did this morning and still nothing.

[MitchT]

Vron said:

t400ble said:

Why are people so adverse to phone calls these days?

Probably because phone calls are easy to deny.

This.

And also, why are some trades stuck in the dark ages when it comes to methods of communication? Do they think you have nothing better to do during work hours than make personal phone calls? The beauty of email is that you send a message when it suits you, they reply when it suits them, you pick up their reply when it suits you, etc. It bridges the gap when they don't want to communicate outside business hours but you can't communicate during business hours. Again, why are so many trades averse to it?

[pim]

Maybe people are scared to communicate by phone.I like to ring and have a word or go to see the people in person.E mail is not for me but I am old fashioned.

[Pothole]

"60 mile round trip"? Like many people's commute? I'd be straight down there.

[Vron]

Pothole said:

"60 mile round trip"? Like many people's commute? I'd be straight down there.

Yep so would I if you read my opening post I stated I was quite happy to do that.

[zedx19]

MitchT said:

This.

And also, why are some trades stuck in the dark ages when it comes to methods of communication? Do they think you have nothing better to do during work hours than make personal phone calls? The beauty of email is that you send a message when it suits you, they reply when it suits them, you pick up their reply when it suits you, etc. It bridges the gap when they don't want to communicate outside business hours but you can't communicate during business hours. Again, why are so many trades averse to it?

The downside of email is that it's so easy for people to send speculative ones with no intention of buying. "What's your lowest offer", "I'll give you £500 quid CASH!", "Does it come with the golden seat belt cover only found on model x made in 1998", "Is there a dent in the right wing", "Will you deliver it to Lands End for free", "Can I view it at 5pm but have no intenion of showing", "Will you take a 1998 Ford Ka in PX", "How much will you give me for my 1998 Ford KA IN PX", "When did it last have a cambelt change", "Are these chain driven or belt", "Is this a late 2010 model with LSD or an early 2010 model with no LSD", "Does the bluetooth play audio", "Is there evidence of bore scoring", "Does the gearbox slip out of gear in 3rd at 32mph when giving part throttle".

ETC ETC ETC ETC

99% of which are people who will never pick up the phone or come view. Mixed into that emails from customers wanting to know if you'll warranty repair this and that and you can surely see how easy it is for emails to be lost.