Are my expectations too high?
Discussion
I bought a new (secondhand) work vehicle from a dealer (who I'd bought my last one from without issues) and I paid the screen price which was OK (not extortionate) but also not that low considering that the vehicle history had been lost.
The dealer promised that everything would be done except the 2 new tyres it needed and a new cambelt, they were down to me to replace and I agreed on the condition that he'd have the brake pads replaced and a new MOT.
Anyway, pretty soon after collection it's evident that it needs new glow plugs. I also notice that the temperature gauge is up and down like a w
es drawers so it looks like the thermostat needs replacing and the rev counter also doesn't work (noticed & reported on the day of collection).
I also noticed that the 3 month warranty supplied with it has been dated the day I paid the deposit and not the date I collected it (which was 3 weeks later), so I've lost nearly a third of the warranty period.
To cap it off, I went and had the new tyres fitted today and the brake pads are almost down to the backing plates, so they are either made of cheese, or more likely ...they never bothered replacing them (which the dealer specifically told me he had done when I collected it).
Apparently, nothing that is wrong is down to him to rectify.
Sure, maybe I should have removed both front wheels to check the pads when I collected it but since he specifically told me they had replaced them I took him at his work.
Glow plugs are a tricky one; one can't really spot a fault like that on a vehicle when it has been started already earlier the same day unless it's a very cold day.
He has a workshop there and it wouldn't be that big a deal for him to have it back and do what he said he'd do and replace the pads and at the same time replace the faulty glow plugs and thermostat and I'd even be happy to cover the cost of the parts but he seems happier to lose a repeat customer.
Whatever happened to good customer service. I run my own business and in the very rare circumstance that one of my customers finds an issue with work I've done, I always rectify the situation at my cost and as soon as possible.
Just wondering what the consensus is on this?
Just one of those things and I should put them right, or would you expect some sort of goodwill from the dealer?
Edited for typo!
The dealer promised that everything would be done except the 2 new tyres it needed and a new cambelt, they were down to me to replace and I agreed on the condition that he'd have the brake pads replaced and a new MOT.
Anyway, pretty soon after collection it's evident that it needs new glow plugs. I also notice that the temperature gauge is up and down like a w
es drawers so it looks like the thermostat needs replacing and the rev counter also doesn't work (noticed & reported on the day of collection). I also noticed that the 3 month warranty supplied with it has been dated the day I paid the deposit and not the date I collected it (which was 3 weeks later), so I've lost nearly a third of the warranty period.
To cap it off, I went and had the new tyres fitted today and the brake pads are almost down to the backing plates, so they are either made of cheese, or more likely ...they never bothered replacing them (which the dealer specifically told me he had done when I collected it).
Apparently, nothing that is wrong is down to him to rectify.
Sure, maybe I should have removed both front wheels to check the pads when I collected it but since he specifically told me they had replaced them I took him at his work.
Glow plugs are a tricky one; one can't really spot a fault like that on a vehicle when it has been started already earlier the same day unless it's a very cold day.
He has a workshop there and it wouldn't be that big a deal for him to have it back and do what he said he'd do and replace the pads and at the same time replace the faulty glow plugs and thermostat and I'd even be happy to cover the cost of the parts but he seems happier to lose a repeat customer.
Whatever happened to good customer service. I run my own business and in the very rare circumstance that one of my customers finds an issue with work I've done, I always rectify the situation at my cost and as soon as possible.
Just wondering what the consensus is on this?
Just one of those things and I should put them right, or would you expect some sort of goodwill from the dealer?
Edited for typo!
Edited by Kentish on Monday 22 October 23:02
Glow plugs should really have no effect on the starting process at current temperatures. Last year I had a faulty slow plug relay (it was stuck on) which meant I had to remove the fuse for the glow plug circuit to stop the battery draining. This meant I had no glow plugs over the whole of the winter, but despite that the car was fine, was kept on my driveway, and started on the first turn of the key every day. I'd suspect some other problem if you have starting issues.
calibrax said:
Glow plugs should really have no effect on the starting process at current temperatures. Last year I had a faulty slow plug relay (it was stuck on) which meant I had to remove the fuse for the glow plug circuit to stop the battery draining. This meant I had no glow plugs over the whole of the winter, but despite that the car was fine, was kept on my driveway, and started on the first turn of the key every day. I'd suspect some other problem if you have starting issues.
This is very vehicle specific and I think you were just quite lucky but when the temps here dipped down to freezing last week I found it hard to start; it is OK now as it's warmer again but I can't see the temps staying like this for too long.In contrast to this; we have a Samsung american style fridge freezer and it's now 8 years old and developed a leak leaving a pool of water around it on the floor with enormous regularity.
a call to Samsung revealed that they did a recall on one component a few years ago that was missed on ours but they still came out to look at it despite it being 6 years out of warranty.
Not only did they replace that but they also replaced a couple of other parts all FOC.
Full marks to Samsung; we'll certainly be buying more of their products in future.
a call to Samsung revealed that they did a recall on one component a few years ago that was missed on ours but they still came out to look at it despite it being 6 years out of warranty.
Not only did they replace that but they also replaced a couple of other parts all FOC.
Full marks to Samsung; we'll certainly be buying more of their products in future.
Get in touch with Trading Standards, who will be able to tell you more accurately what level of service you are entitled to expect. Phone number is here:
http://www.tradingstandards.gov.uk/advice/index.cf...
When you have this info, as well as a Trading Standards reference number, you can approach the dealer again if you feel it is necessary. You might find the dealer is more willing to help you out. Certainly worked me when I have felt badly treated.
http://www.tradingstandards.gov.uk/advice/index.cf...
When you have this info, as well as a Trading Standards reference number, you can approach the dealer again if you feel it is necessary. You might find the dealer is more willing to help you out. Certainly worked me when I have felt badly treated.
Pothole said:
You'll also be buying a used car in the future I would wager. As mentioned above, used car dealers have the reputation they have because it's been well earned over the years. Go somewhere else next time.
And in fact where I bought my car from (I think I can say who as it's a good experience), Pierremonts of Ramsgate are incredibly fair, I rate them very highly indeed.
If a cambelt is due they do it, pads if they are getting low, tyres the same. They fully PDI a car and they service and fully detail it ready for collection. They have replaced key fob batteries popped new tyres on and not cheap ones either, replaced interior trim, slightly corroded foglamps. Sorted out registration transfer with DVLA. Even replaced a windscreen due to a chip. I've bought my last 2 cars there. Shame they don't deal in commercial vehicles.
The other offending commercial dealer couldn't even be bothered to get involved in my number plate transfer. I'd have walked then but had already handed over my deposit. They are based near Faversham and deal in van sales if anyone wants details just PM me.
Edited by Kentish on Tuesday 23 October 16:21
N Dentressangle said:
Get in touch with Trading Standards, who will be able to tell you more accurately what level of service you are entitled to expect. Phone number is here:
http://www.tradingstandards.gov.uk/advice/index.cf...
When you have this info, as well as a Trading Standards reference number, you can approach the dealer again if you feel it is necessary. You might find the dealer is more willing to help you out. Certainly worked me when I have felt badly treated.
I wouldn't trust them to do any work on it now TBH.http://www.tradingstandards.gov.uk/advice/index.cf...
When you have this info, as well as a Trading Standards reference number, you can approach the dealer again if you feel it is necessary. You might find the dealer is more willing to help you out. Certainly worked me when I have felt badly treated.
What grates is the fact that I didn't bid him on price so he has maximum profit in it and he isn't decent enough to treat a good returning customer nicely by sorting out a handful of things that wouldn't cost him much to put right.
When I want a new van again, I'll go there and test drive a few of his for comparison but buy somewhere else. Which will actually feel quite satisfying
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