Brand New Car, Fault, No Courtesy Car?
Discussion
OK this is all new to me as I have never had any issues with previous marques.
Basically, I have a 5 month old RCZ, few weeks ago it started stating "Top Up Engine Coolant", so I did, this happened a few times and I started to notice 2 small puddles of water under the car (one is aircon I think), I then contacted my local dealer. Booked the car in for today (soonest they could do it) and dropped it off 8:30am expecting to wait for it.
Dealer explained it will take at least 2 hours, when I enquired about a courtesy vehicle for the day they declined and offered me a lift back in to work. Fair enough I thought and I found my own way back to work expecting to be contacted with an update in around 2 hours.
Fast forward to one o'clock I still havent heard anything, I telephone them and the girl explains "its been worked on but I dont know the status, Ill put you through to the workshop manager". After speaking to him he revealed the cars water pump has gone & I would be lucky to get the car back by Friday, this to me means Monday I am sure.
I explain I have coped today, however, I will need transport by tomorrow morning 7am. I push him for a courtesy vehicle and he explains "their all out, their booked weeks in advance", I told him that was not my concern and that I didn't expect like for like, "Anything with four wheels & an engine, Nissan, Peugeot, Ford, Van, Car, What ever*" I explained. He said he would try his best to find a courtesy car but WOULDN'T commit to phoning me back before the close of business stating "it may be tomorrow". Again I expressed the urgency of having a car for tomorrow morning.
I then contact Peugeot UK, explain my concern with the dealer, lady contacts the dealership and speaks with the same guy I spoke to earlier who is "doing everything within his power to find a vehicle and will contact you this afternoon" I told her he wouldn't promise me that and explained I was concerned this was a fob off and I would still end up in the same boat i.e. car less at 7am in the morning!
She then goes on to say that she is working till 7 and if he didn't phone me by 4:45 I should phone her back & she would take it further. The trouble is 4:45 is cutting it very fine to the close of business, and as mentioned earlier, I would more than likely be left car less come the close of business/morning.
Any advice in regards to this? My job especially this week requires a car, A friend mentioned I should just hire a vehicle and charge it back to the dealer or Peugeot etc, however I am sure it would turn in to a tooth and nail battle to get the money back. I have bought a brand new car, it has developed a pretty serious fault (if I run it dry) and yet I am the one left without a car and possibly out of pocket (if I hired a car) until next week imo.
And to think the manager asked me "What you think of them?", "Yeah f*cking fantastic up on a ramp with all its guts over the floor 5 months in". With Mercedes, even none essential things were covered, my electric window stopped working, I had a brand new C-Class no questions asked, another time a brand new E-class etc.
*This dealer is also the main dealer for Nissan & Ford, has a commercial sector and has the self acclaimed "Largest hire fleet in Wales"
Basically, I have a 5 month old RCZ, few weeks ago it started stating "Top Up Engine Coolant", so I did, this happened a few times and I started to notice 2 small puddles of water under the car (one is aircon I think), I then contacted my local dealer. Booked the car in for today (soonest they could do it) and dropped it off 8:30am expecting to wait for it.
Dealer explained it will take at least 2 hours, when I enquired about a courtesy vehicle for the day they declined and offered me a lift back in to work. Fair enough I thought and I found my own way back to work expecting to be contacted with an update in around 2 hours.
Fast forward to one o'clock I still havent heard anything, I telephone them and the girl explains "its been worked on but I dont know the status, Ill put you through to the workshop manager". After speaking to him he revealed the cars water pump has gone & I would be lucky to get the car back by Friday, this to me means Monday I am sure.
I explain I have coped today, however, I will need transport by tomorrow morning 7am. I push him for a courtesy vehicle and he explains "their all out, their booked weeks in advance", I told him that was not my concern and that I didn't expect like for like, "Anything with four wheels & an engine, Nissan, Peugeot, Ford, Van, Car, What ever*" I explained. He said he would try his best to find a courtesy car but WOULDN'T commit to phoning me back before the close of business stating "it may be tomorrow". Again I expressed the urgency of having a car for tomorrow morning.
I then contact Peugeot UK, explain my concern with the dealer, lady contacts the dealership and speaks with the same guy I spoke to earlier who is "doing everything within his power to find a vehicle and will contact you this afternoon" I told her he wouldn't promise me that and explained I was concerned this was a fob off and I would still end up in the same boat i.e. car less at 7am in the morning!
She then goes on to say that she is working till 7 and if he didn't phone me by 4:45 I should phone her back & she would take it further. The trouble is 4:45 is cutting it very fine to the close of business, and as mentioned earlier, I would more than likely be left car less come the close of business/morning.
Any advice in regards to this? My job especially this week requires a car, A friend mentioned I should just hire a vehicle and charge it back to the dealer or Peugeot etc, however I am sure it would turn in to a tooth and nail battle to get the money back. I have bought a brand new car, it has developed a pretty serious fault (if I run it dry) and yet I am the one left without a car and possibly out of pocket (if I hired a car) until next week imo.
And to think the manager asked me "What you think of them?", "Yeah f*cking fantastic up on a ramp with all its guts over the floor 5 months in". With Mercedes, even none essential things were covered, my electric window stopped working, I had a brand new C-Class no questions asked, another time a brand new E-class etc.
*This dealer is also the main dealer for Nissan & Ford, has a commercial sector and has the self acclaimed "Largest hire fleet in Wales"
Edited by Tuvra on Tuesday 11th October 15:11
Tuvra said:
I should just hire a vehicle and charge it back to the dealer
Rather than going in hung-ho with SOGA or any other bits of paper, I'd be talking to the dealer about doing that. They may also run a lease/hire arm While there's no expectation on either side, I'm sure they wouldn't deliberately try to piss you off. Just be reasonable about it and they can fix the fault
eybic said:
Unless your warranty specifically gives provision for a courtesy car then they are under no obligation to supply one, harsh but most manufacturers only supply courtesy cars as a gog, if they have none available then that's tough.
Is this true or is this "my mate in the trade...." etc? Can anyone else confirm/deny and specifically for Peugeot? This is a £25k car so if true, I am actually shocked/appalled.Not having a dig, just genuinely need to know where I stand and how hard I should pursue.
Tuvra said:
Classic Grad 98 said:
They probably wish you were as laid-back as they are
I need you, I mean I really need you....
I can't add much, only suggest that you check your warranty literature. To be honest I'd expect it to mention the provision of a courtesy car in the event of a warranty issue- But what'd I know, I've never had a warrantee on a car in my life!
A main dealer, be it the selling dealer or not is under no legal obligation to supply a courtesy car while carrying out repairs under warranty (unless it's part of the manufacturers warranty terms & conditions, but never, ever came across that). For a loan car or courtesy to be supplied it's toatlly at the discretion of the dealer or the manufacturer.
Edited by Johnboy Mac on Tuesday 11th October 15:24
Tuvra said:
eybic said:
Unless your warranty specifically gives provision for a courtesy car then they are under no obligation to supply one, harsh but most manufacturers only supply courtesy cars as a gog, if they have none available then that's tough.
Is this true or is this "my mate in the trade...." etc? Can anyone else confirm/deny and specifically for Peugeot? This is a £25k car so if true, I am actually shocked/appalled.Not having a dig, just genuinely need to know where I stand and how hard I should pursue.
When slk went in at short notice, advised them I wasn't driving it as unsafe due to random right indicator coming on(fun at roundabouts), they had no curtesy cars but hired me a vehicle from europcar on site.
BMW gave me a Z4 when ours went in for rear lights to be fixed(1 days notice)
I would be having a word nicely with sales as they wouldn't be happy at their new Star Car failing and service provided getting out to media etc.
BMW gave me a Z4 when ours went in for rear lights to be fixed(1 days notice)
I would be having a word nicely with sales as they wouldn't be happy at their new Star Car failing and service provided getting out to media etc.
shambolic said:
When slk went in at short notice, advised them I wasn't driving it as unsafe due to random right indicator coming on(fun at roundabouts), they had no curtesy cars but hired me a vehicle from europcar on site.
BMW gave me a Z4 when ours went in for rear lights to be fixed(1 days notice)
I would be having a word nicely with sales as they wouldn't be happy at their new Star Car failing and service provided getting out to media etc.
This is what I don't get, they have a huge hire sector and I have told them that I am not fussy what I have as long as it can get me around.BMW gave me a Z4 when ours went in for rear lights to be fixed(1 days notice)
I would be having a word nicely with sales as they wouldn't be happy at their new Star Car failing and service provided getting out to media etc.
Worryingly same dealer gets a mention here: http://www.peugeotsucks.co.uk/
As you say this is their flag ship car, surely they dont want me coming places like this and saying the water pump is f*cked after 5 months, they havent even told me what they plan to do about the rusting brake callipers yet! This is a total disaster! b
ks to stty French cars in the future!When my 18 month old car went kaputt and parts were on back order, they hired me a replacement from Enterprise Rent a car.
I had to argue to get them to agree to hire something the same size (my car was Mondeo size, they wanted to hire Focus size. I stodd my ground and won)
The warranty may not state it explicitly, but it is outside "reasonable expectations" that a 5 month old car should fail and be off the road for several days, so there is an implied responsibility on the manufacturer to keep you mobile.
If you don't get any call back, hire one yourself and bill Pug for reimbursement. If none received, threaten small claims court. They will cough then...
I had to argue to get them to agree to hire something the same size (my car was Mondeo size, they wanted to hire Focus size. I stodd my ground and won)
The warranty may not state it explicitly, but it is outside "reasonable expectations" that a 5 month old car should fail and be off the road for several days, so there is an implied responsibility on the manufacturer to keep you mobile.
If you don't get any call back, hire one yourself and bill Pug for reimbursement. If none received, threaten small claims court. They will cough then...
38911 said:
If none received, threaten small claims court. They will cough then...
I would strongly advise against taking this to court, the judge will not find in the OPs favour.A warranty is a guarantee that in the event of a failure, they will repair the defect with the cost of parts and labour covered. A warranty is not a guarantee against failure - they cannot guarantee that the car will not go wrong, only that they will repair it if it does, which they are doing.
The dealer has no obligation to keep the OP mobile. As has been stated above, a courtesy car is provided as a courtesy, they are not obliged to provide one, nor are Peugeot UK.
You could hire a vehicle and try to claim back the cost from Peugeot, however, as I said above, if they decline, do not take it to court as you have no grounds on which to base your claim.
Why didn't you enquire about a hire car when you first booked it in?
No dealer just happens to have a fleet of cars sitting around the back just in case someone might need one. Most have 4 or 5 cars, which at a busy dealer, will likely be booked out 2 or 3 weeks in advance.
Have you asked Peugeot why they can't hire you one?
No dealer just happens to have a fleet of cars sitting around the back just in case someone might need one. Most have 4 or 5 cars, which at a busy dealer, will likely be booked out 2 or 3 weeks in advance.
Have you asked Peugeot why they can't hire you one?
Tuvra said:
eybic said:
Unless your warranty specifically gives provision for a courtesy car then they are under no obligation to supply one, harsh but most manufacturers only supply courtesy cars as a gog, if they have none available then that's tough.
Is this true or is this "my mate in the trade...." etc? Can anyone else confirm/deny and specifically for Peugeot? This is a £25k car so if true, I am actually shocked/appalled.Not having a dig, just genuinely need to know where I stand and how hard I should pursue.
BMW charge £25 per day... robbing bastids. Car was in for warranty work ffs.
Dr Interceptor said:
do not take it to court as you have no grounds on which to base your claim.
Unless the warranty repair is taking an unreasonable amount of time, but that's about it.Note: If a car comes with a manufacturers breakdown cover then that can include a replacement car or hire car costs, somestimes it's better to have the car recovered into the dealer as a non runner.
Edited by Johnboy Mac on Tuesday 11th October 16:05
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