Audi delivered car missing standard spec - Advice?
Discussion
Hi everyone,
Looking for some advice regarding a recent PCP delivery.
I recently took delivery of a brand-new Audi Q5 S Line on a 4-year PCP agreement.
Before signing and taking delivery, I specifically asked the sales executive by email to confirm that the vehicle matched the specification that had been provided. He replied in writing confirming that the vehicle was “100%” as per the specification and that nothing from the standard S Line specification had changed.
After delivery, I discovered that the Side Assist package, including Blind Spot Monitoring, Rear Cross Traffic Assist, Exit Warning and Rear Turn Assist, is not fitted.
The dealership has since verbally confirmed that these features are not fitted and cannot be retrofitted. I’ve also asked them to provide the factory VIN build specification and confirm whether there are any other differences between the original specification and the vehicle supplied, but I’m still awaiting a response.
I traded in my previous car as part of the deal, so rejecting the vehicle immediately isn’t a straightforward option as I’d be left without a car. My main concern is that I entered into a four-year PCP agreement based on a specification that was confirmed in writing before purchase, yet the vehicle supplied appears to differ from that confirmed specification.
I’d really appreciate any advice from anyone who’s dealt with something similar.
What would you consider a fair resolution in these circumstances? Would you be looking for financial compensation, a contribution towards the finance, a like-for-like replacement, or another remedy?
If the dealership doesn’t offer a fair resolution, would escalating the matter to VWFS (as the finance provider) and/or the Motor Ombudsman be the appropriate next step?
Any advice, particularly from dealership staff or anyone who has experienced a similar specification issue on a new car, would be greatly appreciated.
Looking for some advice regarding a recent PCP delivery.
I recently took delivery of a brand-new Audi Q5 S Line on a 4-year PCP agreement.
Before signing and taking delivery, I specifically asked the sales executive by email to confirm that the vehicle matched the specification that had been provided. He replied in writing confirming that the vehicle was “100%” as per the specification and that nothing from the standard S Line specification had changed.
After delivery, I discovered that the Side Assist package, including Blind Spot Monitoring, Rear Cross Traffic Assist, Exit Warning and Rear Turn Assist, is not fitted.
The dealership has since verbally confirmed that these features are not fitted and cannot be retrofitted. I’ve also asked them to provide the factory VIN build specification and confirm whether there are any other differences between the original specification and the vehicle supplied, but I’m still awaiting a response.
I traded in my previous car as part of the deal, so rejecting the vehicle immediately isn’t a straightforward option as I’d be left without a car. My main concern is that I entered into a four-year PCP agreement based on a specification that was confirmed in writing before purchase, yet the vehicle supplied appears to differ from that confirmed specification.
I’d really appreciate any advice from anyone who’s dealt with something similar.
What would you consider a fair resolution in these circumstances? Would you be looking for financial compensation, a contribution towards the finance, a like-for-like replacement, or another remedy?
If the dealership doesn’t offer a fair resolution, would escalating the matter to VWFS (as the finance provider) and/or the Motor Ombudsman be the appropriate next step?
Any advice, particularly from dealership staff or anyone who has experienced a similar specification issue on a new car, would be greatly appreciated.
I believe that package is an option on that model and is only fitted as standard to the higher spec versions like the Vorsprung.
As such the salesman has simply confirmed the car is exactly as you ordered which it is.
Whether that option was even discussed when you ordered is another conversation altogether.
I think you can get some parts of that package retro fitted but no doubt it will cost considerably more than the option cost.
As such financial recourse would be a non starter.
As such the salesman has simply confirmed the car is exactly as you ordered which it is.
Whether that option was even discussed when you ordered is another conversation altogether.
I think you can get some parts of that package retro fitted but no doubt it will cost considerably more than the option cost.
As such financial recourse would be a non starter.
To clarify, the formal order/build specification document provided to me by the dealership explicitly listed the Side Assist / Blind Spot Monitoring package under the vehicle's features for this order.
My exact question to the salesman via email was to confirm if the vehicle matches that provided specification document, to which he replied it was '100% as per specification and nothing has changed.' So the misrepresentation isn't about what Audi defines as standard factory spec generally, but the fact that it was listed on my specific order sheet and confirmed in writing prior to delivery.
My exact question to the salesman via email was to confirm if the vehicle matches that provided specification document, to which he replied it was '100% as per specification and nothing has changed.' So the misrepresentation isn't about what Audi defines as standard factory spec generally, but the fact that it was listed on my specific order sheet and confirmed in writing prior to delivery.
abhi0301 said:
To clarify, the formal order/build specification document provided to me by the dealership explicitly listed the Side Assist / Blind Spot Monitoring package under the vehicle's features for this order.
My exact question to the salesman via email was to confirm if the vehicle matches that provided specification document, to which he replied it was '100% as per specification and nothing has changed.' So the misrepresentation isn't about what Audi defines as standard factory spec generally, but the fact that it was listed on my specific order sheet and confirmed in writing prior to delivery.
Formal order forms / invoices from Audi and indeed most if not all manufacturers do not usually detail the entire spec only the physical prices including any paid for options. My exact question to the salesman via email was to confirm if the vehicle matches that provided specification document, to which he replied it was '100% as per specification and nothing has changed.' So the misrepresentation isn't about what Audi defines as standard factory spec generally, but the fact that it was listed on my specific order sheet and confirmed in writing prior to delivery.
Against said package what price is shown ?
abhi0301 said:
To clarify, the formal order/build specification document provided to me by the dealership explicitly listed the Side Assist / Blind Spot Monitoring package under the vehicle's features for this order.
My exact question to the salesman via email was to confirm if the vehicle matches that provided specification document, to which he replied it was '100% as per specification and nothing has changed.' So the misrepresentation isn't about what Audi defines as standard factory spec generally, but the fact that it was listed on my specific order sheet and confirmed in writing prior to delivery.
Then you should be rejecting it. They didn't deliver what you ordered / paid for. My exact question to the salesman via email was to confirm if the vehicle matches that provided specification document, to which he replied it was '100% as per specification and nothing has changed.' So the misrepresentation isn't about what Audi defines as standard factory spec generally, but the fact that it was listed on my specific order sheet and confirmed in writing prior to delivery.
Even if that gives you a problem because you part exchanged your car, I'm not sure what other options you think you have?
If you have a document stating that the car you've ordered definitely does include Side Assist, then I do think the onus is on the dealer to resolve this.
Tbh my first question would be whether the dealership have a car with Side Assist available, new or pre-reg, which they could exchange yours for?
The other simple option would be if they're willing to effectively reduce the monthly payment by a certain amount, if you'd be happy to keep the current car for a lower price.
You#re going to have to reject the car, your PX may be gone but that's not a bad thing.
The dealer will have to find you a vehicle that matches the spec you were sent in the meantime you'll either stay in the car you're in (normally at a slight cost to you) or they'll give you a loan car.
Then they'll start a new PCP once they've found a car that matches the specification you've been given.
It'll just mean you'll need a bit of patience/persistence with the supplying dealer.
The dealer will have to find you a vehicle that matches the spec you were sent in the meantime you'll either stay in the car you're in (normally at a slight cost to you) or they'll give you a loan car.
Then they'll start a new PCP once they've found a car that matches the specification you've been given.
It'll just mean you'll need a bit of patience/persistence with the supplying dealer.
alscar said:
Formal order forms / invoices from Audi and indeed most if not all manufacturers do not usually detail the entire spec only the physical prices including any paid for options.
Against said package what price is shown ?
The document I was provided wasn’t just a generic brochure or specification sheet. It was the full multi-page vehicle order specification provided by the dealership before purchase. The Sound & Vision Pack was listed as a paid option with its package price. Under the breakdown of that package, it explicitly listed the Side Assist package (including Blind Spot Monitoring, Rear Cross Traffic Assist, Exit Warning and Rear Turn Assist). Before proceeding, I specifically asked the salesperson to confirm that the vehicle matched that specification, and he confirmed in writing that it did. I relied on that written confirmation when completing the purchase.Against said package what price is shown ?
ZX10R NIN said:
You#re going to have to reject the car, your PX may be gone but that's not a bad thing.
The dealer will have to find you a vehicle that matches the spec you were sent in the meantime you'll either stay in the car you're in (normally at a slight cost to you) or they'll give you a loan car.
Then they'll start a new PCP once they've found a car that matches the specification you've been given.
It'll just mean you'll need a bit of patience/persistence with the supplying dealer.
Surely, if the car is rejected then the contract is done and dusted, there is no obligation for the dealer to find a correct spec car. To put it another way, they have the option to refund or replace (or repair) - they don't need to do more than one of these things. The customer has a right to reject (ie they can choose "refund") under CRA2015 (19) (1) (a), because term CRA2015 (11) (1) "Goods to be as described".The dealer will have to find you a vehicle that matches the spec you were sent in the meantime you'll either stay in the car you're in (normally at a slight cost to you) or they'll give you a loan car.
Then they'll start a new PCP once they've found a car that matches the specification you've been given.
It'll just mean you'll need a bit of patience/persistence with the supplying dealer.
abhi0301 said:
alscar said:
Formal order forms / invoices from Audi and indeed most if not all manufacturers do not usually detail the entire spec only the physical prices including any paid for options.
Against said package what price is shown ?
The document I was provided wasn t just a generic brochure or specification sheet. It was the full multi-page vehicle order specification provided by the dealership before purchase. The Sound & Vision Pack was listed as a paid option with its package price. Under the breakdown of that package, it explicitly listed the Side Assist package (including Blind Spot Monitoring, Rear Cross Traffic Assist, Exit Warning and Rear Turn Assist). Before proceeding, I specifically asked the salesperson to confirm that the vehicle matched that specification, and he confirmed in writing that it did. I relied on that written confirmation when completing the purchase.Against said package what price is shown ?
All I would say is that any invoices from Audi I have seen are single page or maybe 2 at most so I'm still a little bemused - I've bought 6 brand new Audi's privately over the last 6 years or so.
The fact that yours has been taken in partex shouldn't dictate what happens next though.
If the salesman was wrong and the car supplied from the factory was incorrectly missing some items ( during Covid and the following semi conductor issue this did happen ) although its unusual for the whole package to be missing - then its still the dealer that need to rectify somehow.
What has the DP said about this ?
alscar said:
In which case sounds like the salesman either " lied " to you or at the very best was duplicitous in his wording but either way its his and the dealer itself problem to solve.
All I would say is that any invoices from Audi I have seen are single page or maybe 2 at most so I'm still a little bemused - I've bought 6 brand new Audi's privately over the last 6 years or so.
The fact that yours has been taken in partex shouldn't dictate what happens next though.
If the salesman was wrong and the car supplied from the factory was incorrectly missing some items ( during Covid and the following semi conductor issue this did happen ) although its unusual for the whole package to be missing - then its still the dealer that need to rectify somehow.
What has the DP said about this ?
At the moment, the Dealership Principal / Head of Business is reviewing the matter. The salesperson has already acknowledged that the Side Assist system isn’t fitted and cannot be retrofitted, and that the specification provided was incorrect. I’m currently waiting for the dealership’s formal response.All I would say is that any invoices from Audi I have seen are single page or maybe 2 at most so I'm still a little bemused - I've bought 6 brand new Audi's privately over the last 6 years or so.
The fact that yours has been taken in partex shouldn't dictate what happens next though.
If the salesman was wrong and the car supplied from the factory was incorrectly missing some items ( during Covid and the following semi conductor issue this did happen ) although its unusual for the whole package to be missing - then its still the dealer that need to rectify somehow.
What has the DP said about this ?
abhi0301 said:
Hi everyone,
What would you consider a fair resolution in these circumstances? Would you be looking for financial compensation, a contribution towards the finance, a like-for-like replacement, or another remedy?
Doesnt matter what anyone else thinks. What is your preferred resolution? would you drive the car for the next four years and moan every time the package would have been used or would you shrug your shoulders? Knowing how much it will boil your piss will help you decide what you will be happy with. What would you consider a fair resolution in these circumstances? Would you be looking for financial compensation, a contribution towards the finance, a like-for-like replacement, or another remedy?
I may be talking through my hat, but I would have thought anything on an options list could be retrofitted to a finished car - at a cost.
It may involve taking large bits of the car to pieces and then rebuilding it but I don’t see how that can’t be possible.
My guess is that the dealer position is that these items can’t be retrofitted at a cost that they are willing to bear. So the customer has to choose between doing without them and getting some compo, or rejecting the car. They will not care either way but may have a preference for the former, where they can haggle over the compo.
It may involve taking large bits of the car to pieces and then rebuilding it but I don’t see how that can’t be possible.
My guess is that the dealer position is that these items can’t be retrofitted at a cost that they are willing to bear. So the customer has to choose between doing without them and getting some compo, or rejecting the car. They will not care either way but may have a preference for the former, where they can haggle over the compo.
craigjm said:
Doesnt matter what anyone else thinks. What is your preferred resolution? would you drive the car for the next four years and moan every time the package would have been used or would you shrug your shoulders? Knowing how much it will boil your piss will help you decide what you will be happy with.
My preferred outcome would be a like-for-like replacement with a vehicle that matches the specification I was provided and which was confirmed to me in writing before purchase. As my previous car was taken in part exchange, rejecting the vehicle outright would leave me without a car, so that isn’t my preferred option. If a like-for-like replacement genuinely isn’t possible, I’d then be willing to discuss an appropriate financial settlement. Rejection would be my last resort if we simply can’t reach a fair resolution.abhi0301 said:
My preferred outcome would be a like-for-like replacement with a vehicle that matches the specification I was provided and which was confirmed to me in writing before purchase. As my previous car was taken in part exchange, rejecting the vehicle outright would leave me without a car, so that isn t my preferred option. If a like-for-like replacement genuinely isn t possible, I d then be willing to discuss an appropriate financial settlement. Rejection would be my last resort if we simply can t reach a fair resolution.
Was the car a factory order or was it one that the dealer had in stock? Depending on which scenario will, I suspect, dictate the way to resolve the issue.if a factory order, then somewhere along the line, someone has made an error and then if a like for like isn’t available (I somewhat doubt it will be) then I would be going for a reduction in the PCP payment to reflect the change of spec. from what you have said, it looks like the the “vision” part of the package has been missed off in manufaxture/order process.
As an aside, imo, some of the “assist” systems are more trouble than they are worth so as to how much you would miss them is debatable.
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