New car order had incorrect spec - advice please
Discussion
I picked my wife's new Freelander up yesterday and had a shocker all round. After arranging a 3:30 pickup, we were kept waiting for an hour. During that time we went to have a look at the car and I noticed the dash trim was silver but I spec'd black as a nco. When we spoke to the dealer, they agreed to order a new car and change it. It turned out that by changing it, they are going to swap the parts out. I then noticed the car had manual seats. I hadn't specifically spec'd elec as there was a MY14/M13 change when I spec'd and it would have come in elec on an MY13. The dealer should have advised.
Other issues were:
What should I do - demand a new car?!
Other issues were:
- the car had 32 miles on it - should be <10.
- they had no knowledge of out trade in - I put that down to the dealer being pretty thick as it was part of the deal and he had some scribbles showing trade in values and an HPI report - they honoured it.
- we were charged £30 for fuel - I highlighted that it was bs but as we were on a privilege deal and getting 20% off, he said we don't get anything for free.
What should I do - demand a new car?!
JJMatrixx said:
What should I do - demand a new car?!
I'm assuming you have everything in writing?? Also, it wasn't clear if you rejected the car or you took the car away from them? If you have driven it off, I don't know if that affects your position in any way.Either way, if it's not what you ordered, tell them and ask them what they're going to do about it. Give them a chance to rectify the situation and if they can't, get a full refund as it isn't what was agreed on in the contract.
If you're not getting any joy from the sales guy, ask to talk to the Dealer Principle (DP). Failing that, contact Land Rover Customer Services directly. If you think it's going to get messy, stay calm, make a note of dates/times, who you spoke to and what was said and get them to agree a time when they will call back. By the same token, give them a reasonable time to respond by and tell them that if you've not heard anything by that time, you'll be off to the next level.
Frankly... There's a reason why some dealers are cheaper than others.
M
camel_landy said:
JJMatrixx said:
What should I do - demand a new car?!
I'm assuming you have everything in writing?? Also, it wasn't clear if you rejected the car or you took the car away from them? If you have driven it off, I don't know if that affects your position in any way.Either way, if it's not what you ordered, tell them and ask them what they're going to do about it. Give them a chance to rectify the situation and if they can't, get a full refund as it isn't what was agreed on in the contract.
If you're not getting any joy from the sales guy, ask to talk to the Dealer Principle (DP). Failing that, contact Land Rover Customer Services directly. If you think it's going to get messy, stay calm, make a note of dates/times, who you spoke to and what was said and get them to agree a time when they will call back. By the same token, give them a reasonable time to respond by and tell them that if you've not heard anything by that time, you'll be off to the next level.
Frankly... There's a reason why some dealers are cheaper than others.
M
The privilege discount is a land rover family/employee discount. As they have to honour it, it kills their margin as 10% comes from the dealer and 10% comes from LR. So I guess I was being treated as a very important customer!
I drive the car away but will draft an email now detailing the chain of events.
I think the electric seats thing is the only grey area as it wasn't spec'd specifically, since the year change, I would expect the dealer to inform of the change though. To order, I sent a build configurator summary PDF so there should have been no ambiguity on the trim colour. It's there in black and white.
Thanks again for your input!
You're seriously worked up because your car has 32 miles on it? When the cars arrived here to us they typically have 8-20 miles on them. As part of our dealership PDI the technician is required to conduct a 10 mile test drive once he has completed everything else. Then there's a trip to the gas station and a detail. Maybe it's different in the UK but I'd want to know that everything has been checked out properly. My new F-Type had 15 miles on it when it came off the truck and 29 when I took it over. Any less and I would have been worried.
unrepentant said:
You're seriously worked up because your car has 32 miles on it? When the cars arrived here to us they typically have 8-20 miles on them. As part of our dealership PDI the technician is required to conduct a 10 mile test drive once he has completed everything else. Then there's a trip to the gas station and a detail. Maybe it's different in the UK but I'd want to know that everything has been checked out properly. My new F-Type had 15 miles on it when it came off the truck and 29 when I took it over. Any less and I would have been worried.
It's my 7th new car and 3rd new Freelander and I have never received a car with that high mileage. Typically <15 miles is what I'm used to. 8-20 factory miles seems very high.Nevertheless, the point was just another 'thing'. The main issue was screwing my spec up.
V8LM said:
JJMatrixx said:
I hadn't specifically spec'd elec as there was a MY14/M13 change when I spec'd and it would have come in elec on an MY13.
So is yours is a MY14 car? What else did you get different?JJMatrixx said:
threespires said:
You should have got a Macan, I'm sure your 20% discount would have been valid there.
How can a JLR Privilege discount be used on a Macan - guessing there's a joke in there somewhere that's gone right over my head.Maybe the 10 mile roadtest is standard thing on JLR but new car I've had have typically had around 7 miles on them.
I don't get your original remark about the dealer ordering a new car, but then swapping the dash out? There is a story (I think on here) of someone who got the wrong leather on the new model FFRR and, IIRC it wasn't far out, but they let him take the car and then replaced it with a new one they built.
Fun Bus said:
If I was ordering something which was around the time of a model year change, I'd be very specific in asking what I was getting or ensuring that my order was for a 14MY car.
My experience of that is that the dealers don't know. I walked away from a Ford for my wife because of this once - at the time they didn't just have years, they had .25, .5 and .75 iterations too. With company cars, of which I've had a lot, I could guarantee if it's going to be delivered not long after a MY change, you'll get the old one.NPI said:
Fun Bus said:
If I was ordering something which was around the time of a model year change, I'd be very specific in asking what I was getting or ensuring that my order was for a 14MY car.
My experience of that is that the dealers don't know. I walked away from a Ford for my wife because of this once - at the time they didn't just have years, they had .25, .5 and .75 iterations too. With company cars, of which I've had a lot, I could guarantee if it's going to be delivered not long after a MY change, you'll get the old one.NPI said:
I don't get your original remark about the dealer ordering a new car, but then swapping the dash out? There is a story (I think on here) of someone who got the wrong leather on the new model FFRR and, IIRC it wasn't far out, but they let him take the car and then replaced it with a new one they built.
They said they would order a new car and swap the part out - presumably because it clips in and they don't want to take a car back that will have 1k miles on it by the time the new one arrives. That said, if that really is the case, I'll need to find out exactly what the fix involves.As for the spec. Deal with it, if electric seats were important and you knew they weren't going to be on the new spec then why didn't you check it?
Fuel, you paid £30, I expect you got more. If it had no fuel you'd be more pissed off right?
Mileage? It's been driven for a PDI check and probably to out fuel in, does it make a jot of difference of it has 10 or 50? It will have possibly done more miles before leaving the factory if it was picked for quality checks.
The trim, it's wrong, they're going to replace the trim with the correct one, where's the problem?
Really I am struggling to see why you couldn't have just gone 'ok, thanks for sorting out this issue, I understand that the spec change is a miscommunication on both of our parts and maybe you can out some more fuel in for me when it comes in for the trim'
Fuel, you paid £30, I expect you got more. If it had no fuel you'd be more pissed off right?
Mileage? It's been driven for a PDI check and probably to out fuel in, does it make a jot of difference of it has 10 or 50? It will have possibly done more miles before leaving the factory if it was picked for quality checks.
The trim, it's wrong, they're going to replace the trim with the correct one, where's the problem?
Really I am struggling to see why you couldn't have just gone 'ok, thanks for sorting out this issue, I understand that the spec change is a miscommunication on both of our parts and maybe you can out some more fuel in for me when it comes in for the trim'
Butter Face said:
As for the spec. Deal with it, if electric seats were important and you knew they weren't going to be on the new spec then why didn't you check it?
Fuel, you paid £30, I expect you got more. If it had no fuel you'd be more pissed off right?
Mileage? It's been driven for a PDI check and probably to out fuel in, does it make a jot of difference of it has 10 or 50? It will have possibly done more miles before leaving the factory if it was picked for quality checks.
The trim, it's wrong, they're going to replace the trim with the correct one, where's the problem?
Really I am struggling to see why you couldn't have just gone 'ok, thanks for sorting out this issue, I understand that the spec change is a miscommunication on both of our parts and maybe you can out some more fuel in for me when it comes in for the trim'
I think that beautifully encapsulates how the motor trade has absolutely no understanding of its customers feelings.Fuel, you paid £30, I expect you got more. If it had no fuel you'd be more pissed off right?
Mileage? It's been driven for a PDI check and probably to out fuel in, does it make a jot of difference of it has 10 or 50? It will have possibly done more miles before leaving the factory if it was picked for quality checks.
The trim, it's wrong, they're going to replace the trim with the correct one, where's the problem?
Really I am struggling to see why you couldn't have just gone 'ok, thanks for sorting out this issue, I understand that the spec change is a miscommunication on both of our parts and maybe you can out some more fuel in for me when it comes in for the trim'
JJMatrixx said:
They said they would order a new car and swap the part out - presumably because it clips in ...
Seems a very odd way to do things. Why not just order the part?If the whole dash needs replacing I wouldn't be happy with that - they don't often go back without creaks and rattles.
NPI said:
Butter Face said:
As for the spec. Deal with it, if electric seats were important and you knew they weren't going to be on the new spec then why didn't you check it?
Fuel, you paid £30, I expect you got more. If it had no fuel you'd be more pissed off right?
Mileage? It's been driven for a PDI check and probably to out fuel in, does it make a jot of difference of it has 10 or 50? It will have possibly done more miles before leaving the factory if it was picked for quality checks.
The trim, it's wrong, they're going to replace the trim with the correct one, where's the problem?
Really I am struggling to see why you couldn't have just gone 'ok, thanks for sorting out this issue, I understand that the spec change is a miscommunication on both of our parts and maybe you can out some more fuel in for me when it comes in for the trim'
I think that beautifully encapsulates how the motor trade has absolutely no understanding of its customers feelings.Fuel, you paid £30, I expect you got more. If it had no fuel you'd be more pissed off right?
Mileage? It's been driven for a PDI check and probably to out fuel in, does it make a jot of difference of it has 10 or 50? It will have possibly done more miles before leaving the factory if it was picked for quality checks.
The trim, it's wrong, they're going to replace the trim with the correct one, where's the problem?
Really I am struggling to see why you couldn't have just gone 'ok, thanks for sorting out this issue, I understand that the spec change is a miscommunication on both of our parts and maybe you can out some more fuel in for me when it comes in for the trim'
If he doesn't want to take the car, don't take it, man up and say 'you got the spec wrong and it's not what I want' otherwise, build a bridge and get the f
k over it. The dealer charged him fuel and did maybe 10 miles in a car before he picked it up, boohoo, he didn't get electric seats (which he didn't ask for or confirm he was getting) that's a miscommunication and both parties are equally to blame and he didn't get black trim, which the dealer is sorting out.Dealer in 'fixing the possible one thing they didn't get right with minimal fuss' SHOCKER.
But yeah, the whole industry doesn't give two f
ks what the buying public think at all. You twonk.Gassing Station | Land Rover | Top of Page | What's New | My Stuff