Paint damage on new car
Discussion
Hello all
I apologise for the length of this post, but I'd like to get all the details down. Plus I've been at home for 3 months so I have the time!
I'm looking for some advice on a recent new car purchase. I'm not sure whether this counts as naming and shaming so I'll not write the name of the manufacturer, though I don't imagine it will be difficult to work out. This is a brand new fully electric car direct from the manufacturer's outlet.
My Dad arranged to view a new car. He lives on the South coast and the only 'showroom' local was near Heathrow. The country was beginning to go into meltdown shortly before his appointment, which was understandably cancelled by the dealer. He did a lot of online research and decided as they were still selling cars online and with a contact free collection service he would go ahead with the purchase. Now, my Dad is 79 and has never owned a new car in his life. I believe he felt this was his last chance to do so, and he was happy to buy a new car unseen based on his research. When the country went into full lockdown he emailed the dealer and expressed his concerns with the collection, having already paid for the car, and asked to postpone. The dealer instead offered a free contactless delivery service which he was happy to accept.
When the car arrived on 24th April it was delivered by a nice chap in a 4x4 towing it on a trailer. He was happy to take the car off the trailer and park it on my Dad's driveway whilst my Dad kept a safe distance, and then he pointed out some paint damage just below the driver's door handle. It is clear from looking at the damage that it's some kind of wearing, perhaps from an overzealous polisher or something, rather than a chip. The courier showed my Dad the email he had composed to the dealer and assured him the dealer would take care of the damage. Shortly afterwards, the dealer retracted this offer and instead claimed the damage "does not warrant a site visit and an appointment has been booked at our repair centre in Brooklands, Weybridge". A couple of emails have been exchanged asking how this can be correct given the car was delivered with this damage and stating it should be corrected with no cost or inconvenience to the customer but the same, almost scripted, response comes back each time : does not warrant site visit, please attend Brooklands. Phonecalls seem to be impossible due to an automated IVR system (possibly compounded by the current health crisis).
My question is : what, if anything, can be done?
Disclaimer : As I write this I am totally aware of how insignificant this problem is, especially when compared to what many people are going through at the moment. Life is indeed too short to worry about such things and in all likelihood he will drive the car to the appointment and that will be an end of it. However since the appointment in Brooklands isn't for a couple of weeks I figured it's worth checking with the clever people of PH in the meantime, even if only to see if this is a common occurrence and I'm being totally unreasonable to expect anything more. I'm also aware the right thing to do would have been to reject the car, but it's too late for that now and I'm sure many people would have accepted the word of the courier and dealer as my Dad has done.
TL;DR - principles matter!
I apologise for the length of this post, but I'd like to get all the details down. Plus I've been at home for 3 months so I have the time!
I'm looking for some advice on a recent new car purchase. I'm not sure whether this counts as naming and shaming so I'll not write the name of the manufacturer, though I don't imagine it will be difficult to work out. This is a brand new fully electric car direct from the manufacturer's outlet.
My Dad arranged to view a new car. He lives on the South coast and the only 'showroom' local was near Heathrow. The country was beginning to go into meltdown shortly before his appointment, which was understandably cancelled by the dealer. He did a lot of online research and decided as they were still selling cars online and with a contact free collection service he would go ahead with the purchase. Now, my Dad is 79 and has never owned a new car in his life. I believe he felt this was his last chance to do so, and he was happy to buy a new car unseen based on his research. When the country went into full lockdown he emailed the dealer and expressed his concerns with the collection, having already paid for the car, and asked to postpone. The dealer instead offered a free contactless delivery service which he was happy to accept.
When the car arrived on 24th April it was delivered by a nice chap in a 4x4 towing it on a trailer. He was happy to take the car off the trailer and park it on my Dad's driveway whilst my Dad kept a safe distance, and then he pointed out some paint damage just below the driver's door handle. It is clear from looking at the damage that it's some kind of wearing, perhaps from an overzealous polisher or something, rather than a chip. The courier showed my Dad the email he had composed to the dealer and assured him the dealer would take care of the damage. Shortly afterwards, the dealer retracted this offer and instead claimed the damage "does not warrant a site visit and an appointment has been booked at our repair centre in Brooklands, Weybridge". A couple of emails have been exchanged asking how this can be correct given the car was delivered with this damage and stating it should be corrected with no cost or inconvenience to the customer but the same, almost scripted, response comes back each time : does not warrant site visit, please attend Brooklands. Phonecalls seem to be impossible due to an automated IVR system (possibly compounded by the current health crisis).
My question is : what, if anything, can be done?
Disclaimer : As I write this I am totally aware of how insignificant this problem is, especially when compared to what many people are going through at the moment. Life is indeed too short to worry about such things and in all likelihood he will drive the car to the appointment and that will be an end of it. However since the appointment in Brooklands isn't for a couple of weeks I figured it's worth checking with the clever people of PH in the meantime, even if only to see if this is a common occurrence and I'm being totally unreasonable to expect anything more. I'm also aware the right thing to do would have been to reject the car, but it's too late for that now and I'm sure many people would have accepted the word of the courier and dealer as my Dad has done.
TL;DR - principles matter!
Edited by sicarumba on Wednesday 17th June 20:50
TooLateForAName said:
Electric car and dodgy paint - is it a tesla?
Wow that was quick.So quick in fact, it has led me to Google "Tesla paint issues" and can see the extent of the problem. Not to say the extent of a problem should affect the resolution for the recipient but I can see why they are being so dismissive. I can also see we are lucky the car seems to only have this single, tiny problem when it appears so many have far worse paint.
I guess we suck it up and my Dad treats it as an excuse to go for a drive.
I have always wanted to talk to someone who owned a Tesla. I realize that it's the OP's dad (allegedly (I wouldn't admit it either if it was mine!)) and not the OP but as that seems to be the nearest I can get, just one question.
What in Gods name possesses any one to buy one of the worst, most expensive cars available?
What in Gods name possesses any one to buy one of the worst, most expensive cars available?
I would recommend going to the appointment. If you're expecting a mobile repair, expect that repair to not be of a similar quality as can be achieved in a bodyshop.
If you're talking about collection/delivery, only you can decide how much effort you want to expend souring the purchase with arguments about taking it when the trip will be a "nice trip out in the new car". I know it's not an exciting journey, but I've seen a few people make their cars unwanted by arguing over points that don't make a massive difference to their life.
If you're talking about collection/delivery, only you can decide how much effort you want to expend souring the purchase with arguments about taking it when the trip will be a "nice trip out in the new car". I know it's not an exciting journey, but I've seen a few people make their cars unwanted by arguing over points that don't make a massive difference to their life.
If that's the only problem with the paint your Dad has, I'd say he's struck it lucky.
I have a Tesla Model 3 and knew going in that my expectations regarding fit and finish, particularly in terms of the paint, would have to be calibrated downwards. The detailer I use for all my cars told me the same. My car came with a variety of blemishes that I'd like to think would ordinarily have been dealt with in the prep (it came straight from Southampton dock during lockdown), but they have ultimately been resolved during a visit to the service centre.
Even though I've had the car detailed there are still various blemishes that essentially can't be resolved. Paint that is too thick in places, dust nibs under the clearcoat, etc - basically stuff that you just don't expect on a car made in the last 20+ years. I have a massive OCD about stuff like this, and to be honest the only thing keeping me sane is knowing that they're all like it to some degree.
Tesla are under no pressure to change these standards in the short term, they sell the cars as fast as they can make them. At some point in the future that will have to change. It is unfortunate that people have to buy these cars with the above in mind, as without doing the research there is nothing to indicate that this is typical QC for Tesla.
The good news is the rest of the car makes up for it in spades.
I would open a service appointment on the app, take photos of the blemish (and inspect the car for others) and then you'll get a date for when you will need to take it to a service centre. I don't think paint blemishes can be resolved by the mobile ranger service.
I have a Tesla Model 3 and knew going in that my expectations regarding fit and finish, particularly in terms of the paint, would have to be calibrated downwards. The detailer I use for all my cars told me the same. My car came with a variety of blemishes that I'd like to think would ordinarily have been dealt with in the prep (it came straight from Southampton dock during lockdown), but they have ultimately been resolved during a visit to the service centre.
Even though I've had the car detailed there are still various blemishes that essentially can't be resolved. Paint that is too thick in places, dust nibs under the clearcoat, etc - basically stuff that you just don't expect on a car made in the last 20+ years. I have a massive OCD about stuff like this, and to be honest the only thing keeping me sane is knowing that they're all like it to some degree.
Tesla are under no pressure to change these standards in the short term, they sell the cars as fast as they can make them. At some point in the future that will have to change. It is unfortunate that people have to buy these cars with the above in mind, as without doing the research there is nothing to indicate that this is typical QC for Tesla.
The good news is the rest of the car makes up for it in spades.
I would open a service appointment on the app, take photos of the blemish (and inspect the car for others) and then you'll get a date for when you will need to take it to a service centre. I don't think paint blemishes can be resolved by the mobile ranger service.
Thank you for all the replies.
Thanks again all, was difficult to ask this without sounding moany. Not sure I am ready to accept it's 'par for the course' just because they are all like it. I would like to think in the event of an issue, regardless of how frequent it happens, companies would still want to make things right to the point where people are happy to recommend them despite these issues. A small token offering such as a mobile repair would have gone a long way to do this.
Exige77 said:
The OP mentioned “research” was done ?
I think that company are pretty famous for having many quality problems ?
Hope OPs dad can get some resolution.
Evidently not enough research, or perhaps with rose tinted specs on... I think it was more research into the capabilities/foibles of an electric car. And thank you.I think that company are pretty famous for having many quality problems ?
Hope OPs dad can get some resolution.
chrisch77 said:
I’m struggling to see the problem here -
New car delivered with paint defect
Dealer books you into their repair centre to have it rectified.
What more are you expecting them to do, replace the car?
In the OP I stated the hope was for the courier's "promise" to be kept and that the problem would be rectified with no cost or inconvenience to the buyer. There is a fairly obvious middle ground between driving the car to a depot and replacing the car, namely a mobile repair. Perhaps naive to believe someone on their word these days, and unreasonable to challenge when you don't think something is quite fair? New car delivered with paint defect
Dealer books you into their repair centre to have it rectified.
What more are you expecting them to do, replace the car?
REALIST123 said:
I thought you could just send them back if you don’t like them?
Send it back and then buy another?
Suck it up, it is Tesla after all, par for the course?
I know there is a way of rejecting a new car but that time has lapsed I believe, and I would not expect him to reject it over this. As stated before it's a minor problem and I was looking in SP&L for any advice as to whether a mobile repair could be insisted upon due to the fact it should be brand new. Reading the current replies, suck it up is looking like the way to go!Send it back and then buy another?
Suck it up, it is Tesla after all, par for the course?
NGee said:
I have always wanted to talk to someone who owned a Tesla. I realize that it's the OP's dad (allegedly (I wouldn't admit it either if it was mine!)) and not the OP but as that seems to be the nearest I can get, just one question.
What in Gods name possesses any one to buy one of the worst, most expensive cars available?
Nothing alleged about it, I'm not ready to go electric yet. And evidently it's a rhetorical question but I'll answer it anyway : personal choice.What in Gods name possesses any one to buy one of the worst, most expensive cars available?
Pegscratch said:
I would recommend going to the appointment. If you're expecting a mobile repair, expect that repair to not be of a similar quality as can be achieved in a bodyshop.
We had Chips Away out to repair a fairly deep scratch on one of our cars, I consider the damage to the Tesla to be less severe than that (you could feel the scratch on ours but this is more like wear/thinning) and I was impressed with the quality of the job they did. Not an expert though, and perhaps a more keen eye than mine would be able to tell the difference.paintman said:
Think the courier has just said stuff to get him out of an awkward situation.
To clarify, are they just wanting to inspect the car & arrange a repair date or is it drop it off & we'll let you know when it's ready?
Door damage is not a man in a van on your driveway!
You're probably right about the courier, he likely did not work for Tesla. As far as I know the appointment is a while-you-wait repair as photos of the area have been sent already. As with the previous quote, I was impressed with the work that can be done on the driveway and on what I'd consider to be an easier job - but I'm not going to argue with someone called 'paintman'!To clarify, are they just wanting to inspect the car & arrange a repair date or is it drop it off & we'll let you know when it's ready?
Door damage is not a man in a van on your driveway!
Durzel said:
If that's the only problem with the paint your Dad has, I'd say he's struck it lucky.
--stuff--
The good news is the rest of the car makes up for it in spades.
I would open a service appointment on the app, take photos of the blemish (and inspect the car for others) and then you'll get a date for when you will need to take it to a service centre. I don't think paint blemishes can be resolved by the mobile ranger service.
Thank you, very useful post. He seems to be generally very happy with the car (crazy I know, as it's apparently one of the worst - FACT). When sending the photo of the damage to them, the wording on the response was something along the lines of 'not warranting a mobile visit' - not that it wasn't possible. Maybe it's churlish to think this way but if it's been supplied defective, it should warrant a mobile repair as opposed to one which puts the owner out. --stuff--
The good news is the rest of the car makes up for it in spades.
I would open a service appointment on the app, take photos of the blemish (and inspect the car for others) and then you'll get a date for when you will need to take it to a service centre. I don't think paint blemishes can be resolved by the mobile ranger service.
Thanks again all, was difficult to ask this without sounding moany. Not sure I am ready to accept it's 'par for the course' just because they are all like it. I would like to think in the event of an issue, regardless of how frequent it happens, companies would still want to make things right to the point where people are happy to recommend them despite these issues. A small token offering such as a mobile repair would have gone a long way to do this.
sicarumba said:
NGee said:
I have always wanted to talk to someone who owned a Tesla. I realize that it's the OP's dad (allegedly (I wouldn't admit it either if it was mine!)) and not the OP but as that seems to be the nearest I can get, just one question.
What in Gods name possesses any one to buy one of the worst, most expensive cars available?
Nothing alleged about it, I'm not ready to go electric yet. And evidently it's a rhetorical question but I'll answer it anyway : personal choice.What in Gods name possesses any one to buy one of the worst, most expensive cars available?
sicarumba said:
Thank you, very useful post. He seems to be generally very happy with the car (crazy I know, as it's apparently one of the worst - FACT). When sending the photo of the damage to them, the wording on the response was something along the lines of 'not warranting a mobile visit' - not that it wasn't possible. Maybe it's churlish to think this way but if it's been supplied defective, it should warrant a mobile repair as opposed to one which puts the owner out.
Thanks again all, was difficult to ask this without sounding moany. Not sure I am ready to accept it's 'par for the course' just because they are all like it. I would like to think in the event of an issue, regardless of how frequent it happens, companies would still want to make things right to the point where people are happy to recommend them despite these issues. A small token offering such as a mobile repair would have gone a long way to do this.
From what I've read Tesla have a bit of a reputation for bringing people back from the brink... a bit like being in an abusive relationship I guess.. you have moments where the other party is nice to you and you think you were just making a fuss, etc.Thanks again all, was difficult to ask this without sounding moany. Not sure I am ready to accept it's 'par for the course' just because they are all like it. I would like to think in the event of an issue, regardless of how frequent it happens, companies would still want to make things right to the point where people are happy to recommend them despite these issues. A small token offering such as a mobile repair would have gone a long way to do this.
I've made that sound a lot worse than it is.
Paint blemishes are unlikely to be fixed by the mobile ranger service, so that's probably what they mean, rather than that it's not going to be done period. What I would prepare your Dad for though is the possibility that the service centre appointment will be an "inspection" one, and they will probably take the car away and give him a courtesy car while the paintwork is repaired. It almost certainly won't be done on the day unless it's something that can be realistically done on site.
Don't feel put out because they're saying they won't do it in a mobile ranger service. That service isn't like ChipsAway, they are for rectifying other kinds of faults that the car doesn't need to go to a service centre or third party for, and paintwork is most likely one of those things.
Probably worth actually giving the service centre a call once it's booked in to say a) that he will be expecting a courtesy car if the work can't be done on the day and b) whether they think, based on the photos, that is something that can be resolved while he waits.
Durzel said:
From what I've read Tesla have a bit of a reputation for bringing people back from the brink... a bit like being in an abusive relationship I guess.. you have moments where the other party is nice to you and you think you were just making a fuss, etc.
I've made that sound a lot worse than it is.
Paint blemishes are unlikely to be fixed by the mobile ranger service, so that's probably what they mean, rather than that it's not going to be done period. What I would prepare your Dad for though is the possibility that the service centre appointment will be an "inspection" one, and they will probably take the car away and give him a courtesy car while the paintwork is repaired. It almost certainly won't be done on the day unless it's something that can be realistically done on site.
Don't feel put out because they're saying they won't do it in a mobile ranger service. That service isn't like ChipsAway, they are for rectifying other kinds of faults that the car doesn't need to go to a service centre or third party for, and paintwork is most likely one of those things.
Probably worth actually giving the service centre a call once it's booked in to say a) that he will be expecting a courtesy car if the work can't be done on the day and b) whether they think, based on the photos, that is something that can be resolved while he waits.
Thank you for the useful post. I'll get him to call them and see what to expect. Shame the Brooklands museum is closed, or that could have turned it into a good day out. I guess as it's an Aluminium door and there's no risk of corrosion, we could always wait until it is...I've made that sound a lot worse than it is.
Paint blemishes are unlikely to be fixed by the mobile ranger service, so that's probably what they mean, rather than that it's not going to be done period. What I would prepare your Dad for though is the possibility that the service centre appointment will be an "inspection" one, and they will probably take the car away and give him a courtesy car while the paintwork is repaired. It almost certainly won't be done on the day unless it's something that can be realistically done on site.
Don't feel put out because they're saying they won't do it in a mobile ranger service. That service isn't like ChipsAway, they are for rectifying other kinds of faults that the car doesn't need to go to a service centre or third party for, and paintwork is most likely one of those things.
Probably worth actually giving the service centre a call once it's booked in to say a) that he will be expecting a courtesy car if the work can't be done on the day and b) whether they think, based on the photos, that is something that can be resolved while he waits.
sicarumba said:
Thank you for the useful post. I'll get him to call them and see what to expect. Shame the Brooklands museum is closed, or that could have turned it into a good day out. I guess as it's an Aluminium door and there's no risk of corrosion, we could always wait until it is...
Painting aluminium is an arse - definitely proper bodyshop it.sicarumba said:
Pegscratch said:
Painting aluminium is an arse - definitely proper bodyshop it.
Maybe that's the issue, as has been alluded to the wording of the reschedule email could well have thrown me in to a fit of principals. I'll report back after the appointment. Thank you again, all.If he finds other areas of poor fit and finish these could possibly all be taken care of in one visit.
sicarumba said:
Pegscratch said:
Painting aluminium is an arse - definitely proper bodyshop it.
Maybe that's the issue, as has been alluded to the wording of the reschedule email could well have thrown me in to a fit of principals. I'll report back after the appointment. Thank you again, all.Ultimately, getting it to a proper bodyshop facility is probably best, especially if it's multicoat red.
Their quality control on door gaps and paint definitely leaves something to be desired, but, I'm sure they'll get there in the end.
16v stretch said:
sicarumba said:
Pegscratch said:
Painting aluminium is an arse - definitely proper bodyshop it.
Maybe that's the issue, as has been alluded to the wording of the reschedule email could well have thrown me in to a fit of principals. I'll report back after the appointment. Thank you again, all.sicarumba said:
......When the car arrived on 24th April it was delivered by a nice chap in a 4x4 towing it on a trailer. He was happy to take the car off the trailer and park it on my Dad's driveway whilst my Dad kept a safe distance, and then he pointed out some paint damage just below the driver's door handle. It is clear from looking at the damage that it's some kind of wearing, perhaps from an overzealous polisher or something, rather than a chip........
The door skins are aluminium on the Model 3sicarumba said:
Thank you for the useful post. I'll get him to call them and see what to expect. Shame the Brooklands museum is closed, or that could have turned it into a good day out. I guess as it's an Aluminium door and there's no risk of corrosion, we could always wait until it is...
Of course, aluminium will corrode, so that risk is present. Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff