Brand new car with issue - courtesy car question

[brightonpad]

Hi all,

Hoping for some collective wisdom on an area that I've no experience in...

I took delivery of a new ID7 Tourer just over a week ago and it has been delivered with a fault that only became evident on driving it for the first time (i.e. not noticed on handover). It has a maddening, constant squeak coming from the dashboard which can only be masked by very high volumes on the sound system.

My initial view was these things happen, and I have it booked in to be looked at by my local VW dealer in a couple of weeks. What did surprise me was when I asked for a courtesy car, I was told this would cost £25/day. I'd expected a brand new car going in for a warranty repair would merit a courtesy car of at least same size whilst it's being fixed?

My concern is that this won't be an easy fix and I'll be without the car for some time. Whilst I have access to other cars, the whole point of leasing a new car was to use it as a daily company car rather than ruining my own. Do I have any avenues for redress on this matter as I don't really want to pay £175/week for a courtesy car!

The car is leased as a company car through my business, finance agreement is with VW Financial Services, if that is material...

Thanks in advance,
Pad

[OutInTheShed]

Reject the car and take your cash elsewhere?

If it squeaks now, I'm sceptical about it being quiet long term when the 'esteemed technicians' have had it apart. My guess is that it will squeak and rattle for most of its life even if they 'sort' it temporarily.

[Richard-390a0]

Isn't the £25 cost to reduce the excess charge from £5k to something more realistic?

[Mr E]

I’d be having a conversation with the DP, and failing that Volkswagen directly.

[brightonpad]

OutInTheShed said:

Reject the car and take your cash elsewhere?

If it squeaks now, I'm sceptical about it being quiet long term when the 'esteemed technicians' have had it apart. My guess is that it will squeak and rattle for most of its life even if they 'sort' it temporarily.

Sadly, I share your scepticism - however it's not unreasonable (and probably necessary) for VW to be given the opportunity to rectify it... and other than that squeak, I really like the car!

The issue is really who should be paying for a reasonable replacement whilst it's being repaired...

[brightonpad]

Mr E said:

I’d be having a conversation with the DP, and failing that Volkswagen directly.

Thanks - I will do that when I visit ahead of the booking, to show them the squeak.

[raspy]

brightonpad said:

Sadly, I share your scepticism - however it's not unreasonable (and probably necessary) for VW to be given the opportunity to rectify it... and other than that squeak, I really like the car!

The issue is really who should be paying for a reasonable replacement whilst it's being repaired...

Where in VW's advertising for brand new cars does it promise that in addition to 3 years warranty, the VW dealer will also provide a free courtesy car when car goes in for servicing/warranty repairs?

[Dave Hedgehog]

raspy said:

Where in VW's advertising for brand new cars does it promise that in addition to 3 years warranty, the VW dealer will also provide a free courtesy car when car goes in for servicing/warranty repairs?

Historically its always been the case, and I had one for 3 months waiting on a warranty gearbox and one car for 5 months waiting on a replacement car after an engine failure. Even for minor stuff always been given a car. Kia gave my wife a car for 2 days last year whilst they did a warranty repair on a 7 year old car.

If they didnt offer one I would tell them to stick the car

[andrewcliffe]

I'd be talking to the leasing company as well.

[brightonpad]

raspy said:

Where in VW's advertising for brand new cars does it promise that in addition to 3 years warranty, the VW dealer will also provide a free courtesy car when car goes in for servicing/warranty repairs?

The point is it's leased (and from VWFS for that matter). I have a contract with the leasing company to supply me a car, if it turns out to be a few weeks off the road then technically they are in breach of the lease. If I can get a courtesy car then fair enough, but if I have to pay then it would be useful to know if anyone has had this situation before and been able to seek redress for it, and how.

Thanks

[brightonpad]

andrewcliffe said:

I'd be talking to the leasing company as well.

Yes, I think that's probably what I'll do if I get no joy from the MD.

Thanks

[Sheepshanks]

brightonpad said:

Sadly, I share your scepticism - however it's not unreasonable (and probably necessary) for VW to be given the opportunity to rectify it... and other than that squeak, I really like the car!

The issue is really who should be paying for a reasonable replacement whilst it's being repaired...

I guess the problem is that you’re not taking the car to “VW” - it’s going to an independent company who happen to be franchised for VW.

I’d expect to be (and have been) looked after by dealers when I’ve bought from them, but did you even use the dealer to arrange the lease?

As others have said, may be worth talking to VWFS - there’s certainly a scheme for keeping drivers mobile if it’s a long term issue.

If the car broke down and you use VW Assistance then they will arrange a hire car.

[Mr E]

andrewcliffe said:

I'd be talking to the leasing company as well.

I didn’t read lease. This is your first stop. You’re paying for something you won’t have for <time>.

[Davie]

Sheepshanks said:

I guess the problem is that you’re not taking the car to “VW” - it’s going to an independent company who happen to be franchised for VW.

This!

And it's very likely the franchised dealers courtesy car fleet will be provided by said dealer, be it bespoke cars for that usage or sales demos and the like. I suspect the dealer may have a £25.00 as that's either the cost to insure them, reduce the excess or it's a charge to make those who really don't need a courtesy car but will have one anyways maybe reconsider if they really need a courtesy car.

Said courtesy cars will probably be given unofficial priority to long term customers, those who are spending a few quid and have a bit loyalty so I suspect the dealers will be less keen to hand out a car at their costs, to a lease / warranty car that they didn't supply and will probably see minimal financial gain from... generally speaking lease cars were pushed towards "Your lease provider will get a hire car for you"

If the dealer gives you one of theirs for a day, say thank you and accept it's keeping you mobile and off a bus... however should the warranty repair be accepted by VW and if not, if the costs are agreed by the lease provider or whoever and the repair will make much longer, I suspect the dealer will want their own courtesy car back ASAP to give to Mrs and Mrs Smith who are on their 27th VW from said dealer and in turn, VW or the lease will look to put you into a hire car if it's going to be longer.

I'm sure "a quiet word with the DP" is the preferred option here but ultimately, if the £25 is to cover the dealers excess costs or just a standard charge then they're within their rights to say take it or leave it... it's not really on the VW dealer to absorb costs incurred to them by a warranty concern (or potential warranty concern) so I think I'd be either agreeing then maybe look to claim it back or look to have a hire car provided via the lease company? Or wait with it whilst the dealer has a look and then take it from there... might be in and out in under 30mins in which case, do you need a replacement car or can you just wait?

Lots of scenarios but yes, ultimately VW as a manufacturer aren't providing that dealer level courtesy car... the dealer is and it's costing them money so whilst they are obligated to address warranty concerns etc and they provide a courtesy car FOC to customers (short term) which they are, the insurance / excess reduction is likely to be the charge... and if so, then do you have insurance that covers courtesy cars, if so then can you arrange that in advance? Very very unlikely a dealer will provide a fully insured courtesy car, FOC as that's a huge financial pain.

[Andy86GT]

If it's a company car, isn't it a requirement of the lease company to keep you mobile?
If there is any cost of achieving this could it be expensed?

[essayer]

Forget the dealer courtesy car

Complaint to VWFS, ask for a hire car while their car gets fixed.

Insist on an electric hire car or for fuel costs to be reimbursed

[Sheepshanks]

Actually the most amazing part of this is the dealer can get the car in, and supply a courtesy car, in just a couple of weeks. Bearing in mind the car wasn't supplied by the dealer and that it's an EV, that timescale is nothing short of astonishing - warranty work is usually pushed to the back of the queue.

The other problem that will happen is the dealer won't be able to hear the fault. TBH, my leased company cars never went to dealers between services unless they broke down. OK, this might be a personal lease, but I think I'd treat it the same.

[brightonpad]

Thanks all for your suggestions - feels like direct to VWFS is the consensus, makes sense. I'll try and contact them today and report back...

Cheers