Advice for compensation expectation from Aston
Discussion
Good morning.
I would like to seek some help and guidance from you all with regards to my DB9 and some 'issues' it has had since I originally purchased her in October 2013 and what I should expect (if anything) as way of compensation from my local dealer.
To cut a VERY long story short, I bought the car from my local AM dealership in October : a used 2005 MY for £40K, and since that date it has had a variety of issues, most of which are paint related (I did put a post up back in November which you were all extremely helpful on with regards to your comments) and as a result (and subject to getting the car back this Friday), it works out as follows:
TOTAL No DAYS with ASTON MARTIN: 146 (20+ weeks)
TOTAL No DAYS in my ownership: 29 (4 weeks)
I can not fault the dealer as they have been more than helpful in trying to get the issues resolved, and praise will be given to both the dealer principle and the Service Manager who are trying their best, but so far I have had the following 'losses':
6 months road tax
6 months insurance
loss of 6 months of the AM warranty.
Loss of 6 months enjoyment
I did not need a hire car as this, like so many other AM's is my weekend toy, but I would like to think that I would be entitled to the following but I would like your thoughts please:
1) Extension of the AM Warranty for another 12 months from October as I've already had 6 months and not really driven it
2) The next service to be done as its due in 4 months
3) The next MOT as its due in June
AND THE BIG ONE:
4) A good will gesture as this wasn't really what I was expecting from my first steps into AM ownership, and I, like so many others choose to buy from a dealer at a slightly higher price than 'others' advertised for sale so that we had the complete AM package.
I am being selfish, or should I expect a little something for the trouble?
I have also had to undergo the wrath of my beloved as the phrase 'should have bought the Bentley GT' has been used on several occasions, and NO compensation can make up for the stress from 'Her Lordship'
Please advise and thank you all - hopefully when its back I'll get to finally meet some of you at an event or two
I would like to seek some help and guidance from you all with regards to my DB9 and some 'issues' it has had since I originally purchased her in October 2013 and what I should expect (if anything) as way of compensation from my local dealer.
To cut a VERY long story short, I bought the car from my local AM dealership in October : a used 2005 MY for £40K, and since that date it has had a variety of issues, most of which are paint related (I did put a post up back in November which you were all extremely helpful on with regards to your comments) and as a result (and subject to getting the car back this Friday), it works out as follows:
TOTAL No DAYS with ASTON MARTIN: 146 (20+ weeks)
TOTAL No DAYS in my ownership: 29 (4 weeks)
I can not fault the dealer as they have been more than helpful in trying to get the issues resolved, and praise will be given to both the dealer principle and the Service Manager who are trying their best, but so far I have had the following 'losses':
6 months road tax
6 months insurance
loss of 6 months of the AM warranty.
Loss of 6 months enjoyment
I did not need a hire car as this, like so many other AM's is my weekend toy, but I would like to think that I would be entitled to the following but I would like your thoughts please:
1) Extension of the AM Warranty for another 12 months from October as I've already had 6 months and not really driven it
2) The next service to be done as its due in 4 months
3) The next MOT as its due in June
AND THE BIG ONE:
4) A good will gesture as this wasn't really what I was expecting from my first steps into AM ownership, and I, like so many others choose to buy from a dealer at a slightly higher price than 'others' advertised for sale so that we had the complete AM package.
I am being selfish, or should I expect a little something for the trouble?
I have also had to undergo the wrath of my beloved as the phrase 'should have bought the Bentley GT' has been used on several occasions, and NO compensation can make up for the stress from 'Her Lordship'
Please advise and thank you all - hopefully when its back I'll get to finally meet some of you at an event or two
Hard to advise as each case is different as it relates to your issues, your relationship with the dealer and their relationship with AM. Have the paint faults been rectified unsatisfactorily and the car has been back for re-work? Why has it taken 20 weeks to rectify things and who had the car for that period of time? Was the rectification done at an AM approved bodyshop or at Works Service, and has more than one party had a stab at rectifying things?
I doubt you would get everything on your wish list with regard to compensation, especially as all of those items are things that would cost the dealer to provide rather than AM and, as you stated, the dealer has been good trying to sort things out.
Should you get something, yes I think so although I don't know the history. Nothing would of course make up for the loss of use of the car, but a gesture would be nice. A year warranty would cost around £1,400 and it is via a third party and not AM, so the dealer would have to stump up the money, as for all your things on the list.
Good luck.
I doubt you would get everything on your wish list with regard to compensation, especially as all of those items are things that would cost the dealer to provide rather than AM and, as you stated, the dealer has been good trying to sort things out.
Should you get something, yes I think so although I don't know the history. Nothing would of course make up for the loss of use of the car, but a gesture would be nice. A year warranty would cost around £1,400 and it is via a third party and not AM, so the dealer would have to stump up the money, as for all your things on the list.
Good luck.
To clarify, the issue was simply that when I purchased the car it had the following:
1) Stone chips to the rear arches (common to AM's as we all know)
2) The infamous paint bubbles on a couple of area's
I asked for the stone chips to be removed as part of the sale which they agreed, and they also said they would remove the 'bubbles' as it is not what you would expect from a dealer supplied vehicle.
The car when not with me has either been at their dealership OR at their 'approved AM Bodyshop'.
I just believe that for a purchase of £40K you would expect a better standard. My other car is a Porsche, and when that has had to have work done, its always been done correctly at the first attempt and not needed several trips back to remove paint runs, miss matched colours, re-spraying as they didn't fill the chips they just painted over them so it looked like acne, etc etc.
1) Stone chips to the rear arches (common to AM's as we all know)
2) The infamous paint bubbles on a couple of area's
I asked for the stone chips to be removed as part of the sale which they agreed, and they also said they would remove the 'bubbles' as it is not what you would expect from a dealer supplied vehicle.
The car when not with me has either been at their dealership OR at their 'approved AM Bodyshop'.
I just believe that for a purchase of £40K you would expect a better standard. My other car is a Porsche, and when that has had to have work done, its always been done correctly at the first attempt and not needed several trips back to remove paint runs, miss matched colours, re-spraying as they didn't fill the chips they just painted over them so it looked like acne, etc etc.
I would ask for some goodwill gesture as the dealer ultimately has to take responsibility for rectifying issues, even if they go to a third party for paint correction. The paint bubbling is notorious and some people get it fixed for free, some don't. On a car sold from a dealer I would expect it to be resolved before the car gets onto the forecourt, and wouldn't buy one if it hasn't been rectified before purchase.
As with most things whether cars or other items, the dealer's only responsibility is to continue to work to rectify issues until you are satisfied. You are past the point of returning the goods.
I hope the dealer sees fit to make some compensation for you as you seem to have been more than patient.
As with most things whether cars or other items, the dealer's only responsibility is to continue to work to rectify issues until you are satisfied. You are past the point of returning the goods.
I hope the dealer sees fit to make some compensation for you as you seem to have been more than patient.
You should expect zero from Aston Martín as they didn't sell you a car. The dealership is another matter. Paint defects can be rectified within a week at a decent bodyshop. Why has the company which supplied your secondhand 7-8 year old car (and trousered the profit) taken so long to meet your expectations? Complain to them as they're then ones with whom you have a contract.
It appears that your dealer is sub-contracting paintwork, to a bodyshop that cannot even achieve their own low standards.
That however, is of course the dealers problem.
The length of time that it took, and the repeat work is the killer.
I would be (initially) politely writing to the dealer principal (by name). We have seen cases on this forum, where the sales people are not the people to deal with problems, when they escalate to this extent.
A most unfortunate start, but hopefully you now have the car of your dreams.
I have just noticed your occupation. You should be fine with your complaint. I would not argue with you.
Edited by Jon39 on Tuesday 25th March 14:10
Sunray3006 said:
It is from the AM dealer that I am hoping for a little 'sympathy' - I think even they are embarrassed by how long its been ongoing.
I would ask to speak to the dealer principal so that you can air your concerns and see what they can offer you. After all, it will end up on his/her desk anyway so you may as well just go there to ask.Personally I wouldn't hold my breath for any gesture past the remedy you have already experienced.
By all means you can hope but there is no realistic platform for any valid consideration from AML as the car is so far out of the manufacturers warranty you would need the hubble telescope to see the warranty disappearing into infinity.
By all means you can hope but there is no realistic platform for any valid consideration from AML as the car is so far out of the manufacturers warranty you would need the hubble telescope to see the warranty disappearing into infinity.
I would be concerned that a main dealer would put a car on the forecourt with work that blatantly would need doing prior to selling. Its almost as if they are hoping you dont see it and sell with nothing done.
The dealer could argue about having to do it in the first place "they are all like that" or "its wear and tear, what you expect?". But they didnt and agreed to do the work. So they then take the onus to carry out that work to the same standard as the factory. This especially is important if it came with a warranty of any kind.
The Dealer is sounding like they are after sympathy but they took the work on, 3rd party or not, so should ensure its back in a satisfactory condition which sounds like its not. Hammer them hard!
The dealer could argue about having to do it in the first place "they are all like that" or "its wear and tear, what you expect?". But they didnt and agreed to do the work. So they then take the onus to carry out that work to the same standard as the factory. This especially is important if it came with a warranty of any kind.
The Dealer is sounding like they are after sympathy but they took the work on, 3rd party or not, so should ensure its back in a satisfactory condition which sounds like its not. Hammer them hard!
Do you know which Aston approved bodyshop? Looking at your profile I could guess - the one in the town that John Betjamin reckoned needed bombing. If so they are utter utter useless 
s that need their Approved bodyshop status removing.
Had mine in there - went back 3 times and still ended up machine polishing myself to get rid of the orange peel.
s that need their Approved bodyshop status removing.Had mine in there - went back 3 times and still ended up machine polishing myself to get rid of the orange peel.
Sunray3006 - what a frightful story and one which would send most of us potty. Unfortunately there is usually a clause in ALL guarantees and purchase orders that specifically state that they ..... exclude all and any consequential losses'. This means you are legally entitled to absolutely nothing for your losses which isn't good news. If you can get the dealer to treat your case sympathetically, you could perhaps get them to give your car the next service FOC. In this way you both gain something at least cost to both parties. Good luck!
samson1946 said:
Unfortunately there is usually a clause in ALL guarantees and purchase orders that specifically state that they ..... exclude all and any consequential losses'. This means you are legally entitled to absolutely nothing for your losses, which isn't good news.
There is also the 'Unfair conntract terms' law though.
Having been without the use of you car for so long after purchase, these circumstances might deem the contract clause to be unreasonable.
Something doesn't quite stack up here. At the dealer for over 20 weeks? Even if they had to try and fix the paint 3 times it should only take 2-3 weeks max each time, 6-9 weeks in total. And I'd have been sitting with the dealer principal if the second time wasn't right having this conversation. My experience of dealers is that once they know they are in the wrong they offer loan cars etc - I had a db9 for a week while my vantage was bring sorted, although that was a new car.
Did they not offer something along the way?
Did they not offer something along the way?
Thanks for all the comments, and an update for you as of 10.30hrs this morning:
Car has come back to the dealer ship late last night, it was cleaned this morning and the paint run which is on the N/S wing just under the chrome vent trim is still their, apparently (and I've not seen it), its now even worse as it looks like they have tried to polish it flat then re lacquer it but in the process they have trapped a lot of dust and so its as smooth as a piece of sandpaper.
Think I might have to say farewell to the Aston dream as they have offered to have the car back and refund me in full, and Ive not seen anything else thats tempted me - apart from a LeMans Special Edition but it was a fraction above the agreed with wife spend limit.
If its not finalised this time,I think I'll have to leave the fold for a while until I find a replacement, although apparently it is now going to a new body shop for them to have a go................. lets wait and see if Stevie Wonder and Ray Charles are their QC department
Lastly - no loan car (apart from a new Vanquish for 3 days in October) has been offered - but that was nice
Car has come back to the dealer ship late last night, it was cleaned this morning and the paint run which is on the N/S wing just under the chrome vent trim is still their, apparently (and I've not seen it), its now even worse as it looks like they have tried to polish it flat then re lacquer it but in the process they have trapped a lot of dust and so its as smooth as a piece of sandpaper.
Think I might have to say farewell to the Aston dream as they have offered to have the car back and refund me in full, and Ive not seen anything else thats tempted me - apart from a LeMans Special Edition but it was a fraction above the agreed with wife spend limit.
If its not finalised this time,I think I'll have to leave the fold for a while until I find a replacement, although apparently it is now going to a new body shop for them to have a go................. lets wait and see if Stevie Wonder and Ray Charles are their QC department
Lastly - no loan car (apart from a new Vanquish for 3 days in October) has been offered - but that was nice
The offer of a full refund does seem to be your solution.
From all that you have described, I would certainly accept that.
One has the feeling that this particular car is jinxed, so best to start again when you have got over this dreadful saga.
There are some wonderful cars 'out there', and many happy owners.
What you have been through, might even help a little, when it comes to appraising your next car.
Better luck next time.
Wow this is a tale of woe for sure. The bodyshop seem like a bunch of cowboys and I would certainly advise AM that they need to revisit their 'approved' status. 20 weeks is totally un-acceptable; 2 weeks is all it should take.
I feel sorry that it has soured your feelings towards AM, when in reality you have just dealt with a poor dealer / bodyshop. Take your money back and visit another dealer / car combination. I would seriously not consider any other action if I were in your position. ATB
I feel sorry that it has soured your feelings towards AM, when in reality you have just dealt with a poor dealer / bodyshop. Take your money back and visit another dealer / car combination. I would seriously not consider any other action if I were in your position. ATB
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