Obligations of a Main Dealer
Discussion
My new to me car bought in January told me fairly recently that it needed a service. At the same time the wash wipe failed, which I thought was a potential warranty item.
So I call the dealer to book it in and they ask for the registration and what service it needs. I give them the registration (66 plate) and dont know service but its done around 54,000 miles and needs wash wipe looking at. They respond that it needs a 80,000 mile service so I say you sure. They say they'll go and check and call be back.
They call me back a day or two later and say it needs a 60,000 mile service. So I book it in and remind them the wash wipe isnt working.
On day in question I take it in, an am asked if I have been quoted a price so I say No and am told its £659 so I gulp and he says its a big service. I say it needs wash wipe looked at and its not in the sheet so it gets written down.
About 3.30 I get a text and an email to a vehicle check which tells me a number of items need immediate attention including the wash wipe which doesnt work and 4 tyres. They then call me to authorise the work so I turn down the tyres and authorise the wash wipe.
They call at 5 to tell me the car is ready but wash wipe not done as it is a warranty item and needs authorisation. This irritates me as its the reason it went in, and surely the solution is do the work and claim under warranty telling me if not authorised I'll have to pay.
So I investigate further, and find the manufacturers website has a link to book your car in for a service. So I go through the process entering registration and mileage and the site says it needs a free vehicle check, and offers an option of an interim service at £129 or the 60,000 service at £629.
I also check the service book to discover its last service was October last year at 44,000 miles. I also find the main dealer hasnt stamped the 60,000 mile service, but has stamped the 50,000 mile free vehicle check, an interim service and the 5yr 50000 mile anti perforation check (not charged for).
So I am now even more grumpy. and today I am even grumpier as they still havent advised the wash/wipe work has been authorised.
So whilst aware I could have gone to the manufacturers website to find out what service it needed should the dealer have legally given me the options they did or were they in their rights to just say it needed a 60,000 mile service?
So I call the dealer to book it in and they ask for the registration and what service it needs. I give them the registration (66 plate) and dont know service but its done around 54,000 miles and needs wash wipe looking at. They respond that it needs a 80,000 mile service so I say you sure. They say they'll go and check and call be back.
They call me back a day or two later and say it needs a 60,000 mile service. So I book it in and remind them the wash wipe isnt working.
On day in question I take it in, an am asked if I have been quoted a price so I say No and am told its £659 so I gulp and he says its a big service. I say it needs wash wipe looked at and its not in the sheet so it gets written down.
About 3.30 I get a text and an email to a vehicle check which tells me a number of items need immediate attention including the wash wipe which doesnt work and 4 tyres. They then call me to authorise the work so I turn down the tyres and authorise the wash wipe.
They call at 5 to tell me the car is ready but wash wipe not done as it is a warranty item and needs authorisation. This irritates me as its the reason it went in, and surely the solution is do the work and claim under warranty telling me if not authorised I'll have to pay.
So I investigate further, and find the manufacturers website has a link to book your car in for a service. So I go through the process entering registration and mileage and the site says it needs a free vehicle check, and offers an option of an interim service at £129 or the 60,000 service at £629.
I also check the service book to discover its last service was October last year at 44,000 miles. I also find the main dealer hasnt stamped the 60,000 mile service, but has stamped the 50,000 mile free vehicle check, an interim service and the 5yr 50000 mile anti perforation check (not charged for).
So I am now even more grumpy. and today I am even grumpier as they still havent advised the wash/wipe work has been authorised.
So whilst aware I could have gone to the manufacturers website to find out what service it needed should the dealer have legally given me the options they did or were they in their rights to just say it needed a 60,000 mile service?
You are over thinking things, and treating as a matter of formal legal structure an everyday matter of two parties bargaining about a thing that one has to sell and another has to buy.
The car needs whatever work doing to it that it needs. The X000 and Y000 mile service things are (a) guides, and (b) marketing devices, by which car manufacturers assist their dealer networks to get business. Take two identical cars. At X000 miles, one needs major work. At the same X000 miles, the other one needs hardly any work. This is because of how the two cars have been used. There is no great magic in X000 over Y000 miles.
The obligations of a dealer to you depend on what agreement you have with the dealer, or on the terms of any manufacturer's or third party warranty scheme in which the dealer participates. Absent any such agreements, it's up to you and the dealer to agree on what you want done with the car.
How old is the car?* You might consider ignoring franchised dealers altogether, and getting the car maintained by a competent independent garage. Used cars tend to be priced on age and condition, and there is less magic in stamps in books than many suppose, especially after the first few rounds.
* EDIT: Derrr! You've said it's from 2016.
The car needs whatever work doing to it that it needs. The X000 and Y000 mile service things are (a) guides, and (b) marketing devices, by which car manufacturers assist their dealer networks to get business. Take two identical cars. At X000 miles, one needs major work. At the same X000 miles, the other one needs hardly any work. This is because of how the two cars have been used. There is no great magic in X000 over Y000 miles.
The obligations of a dealer to you depend on what agreement you have with the dealer, or on the terms of any manufacturer's or third party warranty scheme in which the dealer participates. Absent any such agreements, it's up to you and the dealer to agree on what you want done with the car.
How old is the car?* You might consider ignoring franchised dealers altogether, and getting the car maintained by a competent independent garage. Used cars tend to be priced on age and condition, and there is less magic in stamps in books than many suppose, especially after the first few rounds.
* EDIT: Derrr! You've said it's from 2016.
Edited by anonymous-user on Saturday 26th September 11:20
My bad! Speed reading.
I remember when I realised, not long after I first starting owning cars, that escaping from the dealer network ASAP was the sensible choice. I realised soon after that much of this stuff about service intervals is hooey, as so much depends on what the car actually needs, but a very modern car is, I suppose, a series of computer checkboxes, so maybe you are stuck in the network.
I remember when I realised, not long after I first starting owning cars, that escaping from the dealer network ASAP was the sensible choice. I realised soon after that much of this stuff about service intervals is hooey, as so much depends on what the car actually needs, but a very modern car is, I suppose, a series of computer checkboxes, so maybe you are stuck in the network.
Breadvan72 said:
My bad! Speed reading.
I remember when I realised, not long after I first starting owning cars, that escaping from the dealer network ASAP was the sensible choice. I realised soon after that much of this stuff about service intervals is hooey, as so much depends on what the car actually needs, but a very modern car is, I suppose, a series of computer checkboxes, so maybe you are stuck in the network.
Definitely not stuck in the dealer network.I remember when I realised, not long after I first starting owning cars, that escaping from the dealer network ASAP was the sensible choice. I realised soon after that much of this stuff about service intervals is hooey, as so much depends on what the car actually needs, but a very modern car is, I suppose, a series of computer checkboxes, so maybe you are stuck in the network.
Always check the T&Cs first, but I’ve gone rogue lately and serviced my car at an independent Jaguar specialist.
It’s 2 years old and was quoted £500 for its second service. £280 at the indy. They spotted an oil leak during the service which needed a warranty repair. The service is recorded online with Jaguar.
I must admit I was a bit nervous that they may get funny when I booked it in back at the main dealer for the remedial work. However, other than question why I hadn’t used them for the last service (derr!!) they repaired it without a quibble. It was a 2 day, gearbox out job, so I’m sure they were rewarded handsomely from Jaguar.
Anyway, my business is now very much with the independent.
Breadvan72 said:
......I remember when I realised, not long after I first starting owning cars, that escaping from the dealer network ASAP was the sensible choice......
Off topic but....Using main dealers can still pay dividends - Especially if the independent garage charges by the hour, rather than having set prices for the work they do.
I had a 13year old BMW E36 with a failed wheel bearing. As my local BMW dealership is only @ half a mile from where I work, it was far more convenient for me to drop the car off with them in the morning, to carry out the bearing replacement, and walk to work, rather than use my nearest independent specialist, 10 miles away in a different town.
It turned out that the bearing had seized into the hub, making it difficult to remove.
BMW main dealers are given a standard time from the factory, in which to carry out specific repairs - Which is the most time they are allowed to charge a customer labour for.
(BMW carry out the job in the factory when the cars are brand new, add on a small amount of time to allow for minor delays, and the time recorded is set for the life of the car. There is no allowance made for an ancient car with rusted, seized, worn out parts)
In the case on my wheel bearing, due to having to cut the outer race out of the hub, the job took 3 times as long as BMW's standard time (something along the lines of: BMW quote 3 hours start to finish, but mine took @ 9 hours to sort out). BMW could only charge me 3 hours labour - The remaining 6 hours were at their cost.
Had I used a specialist who charged by the hour, then my bill for labour would have been much bigger.
In addition, as my car wasn't ready for me to go home in, the dealership lent me a car overnight to get home in, and return the next day, free of charge - Something I suspect very few independent specialists would do.
So in general, yes, using an independent on an older car is a more sensible choice - But there are always exceptions to the rule!
If it's the car in the OPs profile the dealers are notoriously crap, and they get the money back for the longer warranty by charging a fortune for servicing.
The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
Sheepshanks said:
If it's the car in the OPs profile the dealers are notoriously crap, and they get the money back for the longer warranty by charging a fortune for servicing.
The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
When I bought a new BMW, it needed a running in service at 1200 miles. I had a euro trip scheduled for the following month, so I immediately began ringing around dealers to get pricing. None of them could give me a price, because they couldn't yet see my reg on their system. No reg, no system, no pricing. The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
RonaldMcDonaldAteMyCat said:
When I bought a new BMW, it needed a running in service at 1200 miles. I had a euro trip scheduled for the following month, so I immediately began ringing around dealers to get pricing. None of them could give me a price, because they couldn't yet see my reg on their system. No reg, no system, no pricing.
Righty ho, jolly interesting.Sheepshanks said:
If it's the car in the OPs profile the dealers are notoriously crap, and they get the money back for the longer warranty by charging a fortune for servicing.
The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
A 1995 66 plate car?The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
Sheepshanks said:
If it's the car in the OPs profile the dealers are notoriously crap, and they get the money back for the longer warranty by charging a fortune for servicing.
The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
The well made over dolly birds will likely screw over most males for more work. The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
You could fit the back wheel of a motor cross bike into Mandys bike rack at the local BMW dealer. Youred need the digging power of a navvy to haul yourself out if you ever fell in there..
Alucidnation said:
Sheepshanks said:
If it's the car in the OPs profile the dealers are notoriously crap, and they get the money back for the longer warranty by charging a fortune for servicing.
The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
A 1995 66 plate car?The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
Alucidnation said:
Sheepshanks said:
If it's the car in the OPs profile the dealers are notoriously crap, and they get the money back for the longer warranty by charging a fortune for servicing.
The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
A 1995 66 plate car?The dealer probably just didn't leave time to do the repair that day so fobbed the OP off.
It's taking a massive chance to not do some research on servicing required and likely cost before arriving at the dealer - that could have said anything, and dealer staff are often clueless about what's required and when. Bear in mind the service desk staff are bonused on how much they can screw out of you. And if they're not good at it, they get fired.
No real idea of what they actually did for the service, all the invoice says is 60,000 mile service, and then details the consumables used, including screenwash for a wash/wipe that doesnt work!
The main dealer charges will always be more than an independent because their costs are so much higher, rent and rates alone are about 3 times higher than an independent, however there are times when it pays to use the main dealer particularly for hard to diagnose faults where a main dealer has more chance of having seen it before.
Its interesting because as part of the service they said it needed 4 new tyres and a local independent has agreed. The main dealer price for budget tyres was only £2 more a corner than the independent - although in reality I have gone for a mid range tyre so will be paying more.
What I do know is once the wash wipe is fixed it wont be going back to this main dealer again, I dont mind paying for main dealer service but I do expect them to offer me the options the manufacturer suggest.
Incidentally still waiting for them to confirm they have authority to do the wash wipe!
mattyprice4004 said:
Genuine question, how often do you check your tyres?
Might be worth buying a cheap digital depth gauge, as the fines / points for low tread are pretty hefty.
I knew the tyres were going to require replacing soon. Slightly strangely 3 being around 3mm, but one is 2mm. However both rear tyres have cuts in them, they look as if they have been created by stones.Might be worth buying a cheap digital depth gauge, as the fines / points for low tread are pretty hefty.
I am interested to see what the tyre wear on the replacement tyres will be like.
2 sMoKiN bArReLs said:
Unusual to have to get warranty authorisation for such a relatively small repair I would have thought. (or for it to cause a delay). Parts availability I could understand though.
On my six month old Merc they had to get warranty authorisation for a clogged washer/wiper, which both the dealer and customer service went on to refuse as “I couldn’t prove I hadn’t used the wrong kind of screen wash”.page3 said:
2 sMoKiN bArReLs said:
Unusual to have to get warranty authorisation for such a relatively small repair I would have thought. (or for it to cause a delay). Parts availability I could understand though.
On my six month old Merc they had to get warranty authorisation for a clogged washer/wiper, which both the dealer and customer service went on to refuse as “I couldn’t prove I hadn’t used the wrong kind of screen wash”.Forums | Speed, Plod & the Law | Top of Page | What's New | My Stuff