Brand-new car handed over in poor condition would you push
Discussion
Interested in what people here would do in this situation, particularly anyone who has dealt with something similar with a franchised/main dealer.
We recently collected a brand-new car after travelling a considerable distance to the dealership.
Before collection, we had been very clear in writing about the standard we expected. We were told the vehicle would be fully prepared, any transport/storage marks would be rectified, it would be professionally detailed and an interior/exterior protection treatment would be professionally applied, with the associated warranty/guarantee registered to us and an aftercare kit supplied.
We also specifically made the point that we did not want the preparation rushed simply to meet our preferred collection date. If the dealer needed more time to prepare the car properly, we would have preferred them to say so and delay collection.
Unfortunately, when we arrived there were already a number of visible marks/scratches on the exterior.
It was raining and the vehicle was under cover, so carrying out a proper inspection at the dealership was difficult.
Around 20 minutes after leaving the dealership, once we were able to stop and inspect the car more closely in bettwr light and weather conditions, we found further exterior marks as well as scratches/marks inside, dust and even a visible footprint in the interior.
The overall presentation was simply not what we would expect from a brand-new vehicle.
There are also questions around whether the protection treatment was actually carried out in the way it had been represented to us. The dealer's own handover paperwork records the work as completed and immediately before collection we had written confirmation that it would be professionally applied but what we received has left us wanting proper clarification and evidence.
We've also subsequently found that the car remains on an earlier software version despite being informed that a newer version is current. I'm not suggesting that, on its own, is a major defect or reason to reject a car but alongside the cosmetic condition and preparation issues it raises another question about how thorough the PDI/preparation actually was.
Senior management at the dealership has since acknowledged that the vehicle should not have been handed over in that condition.
The explanation given is essentially that everything happened very quickly because they were trying to meet our preferred collection timeframe.
My difficulty with that explanation is that if they genuinely did not have enough time to prepare the vehicle properly, the professional thing to do would have been to tell us that and postpone collection.
Instead, we travelled a considerable distance on the strength of assurances that the car would be properly prepared and ready.
The dealer is now considering possible resolutions.
Our preferred outcome is a like-for-like brand-new replacement, properly inspected and prepared before delivery.
We have said we are prepared to wait for the correct vehicle if necessary, provided suitable interim transport can be arranged.
The complication is that the original commercial deal was very good, including 0% finance, so simply rejecting the car and starting again elsewhere could leave us materially worse off.
For that reason, we have not authorised any polishing, paint correction or repair work at this stage but equally we haven't permanently ruled out considering a comprehensive rectification proposal later if a replacement genuinely cannot be provided.
If you were in this position, what would you do?
Would you keep pushing for a replacement on the same commercial terms?
Would you accept professional rectification if it was carried out properly, with appropriate warranties, collection/delivery, a courtesy car and a meaningful goodwill payment?
Would you reject the vehicle completely and go elsewhere, even if that meant losing the original finance/deal?
And if the dealer agreed to replace the car but there was a wait for another one, would you expect them to collect the current car and provide a suitable courtesy vehicle in the meantime?
I'm particularly interested in hearing from anyone who has actually had a brand-new vehicle supplied in unacceptable condition and how the dealer ultimately resolved it.
I'm deliberately keeping the dealer and individuals anonymous at this stage because I'm genuinely looking for views on the principle and the best way to handle it, rather than turning this into a naming-and-shaming thread.
Images of some of the issues -
https://ibb.co/VKt2G0w
https://ibb.co/qfn6m9p
https://ibb.co/fzsVsP2m
https://ibb.co/tMGrf7q5
https://ibb.co/0jtMCDqh
https://ibb.co/FqHxKsyw
https://ibb.co/TDKNYkzc
https://ibb.co/gZTQZMkt
https://ibb.co/JWkcYD8q
https://ibb.co/yBGtrGL3
https://ibb.co/Y786yTY4
https://ibb.co/PGCB2qDw
We recently collected a brand-new car after travelling a considerable distance to the dealership.
Before collection, we had been very clear in writing about the standard we expected. We were told the vehicle would be fully prepared, any transport/storage marks would be rectified, it would be professionally detailed and an interior/exterior protection treatment would be professionally applied, with the associated warranty/guarantee registered to us and an aftercare kit supplied.
We also specifically made the point that we did not want the preparation rushed simply to meet our preferred collection date. If the dealer needed more time to prepare the car properly, we would have preferred them to say so and delay collection.
Unfortunately, when we arrived there were already a number of visible marks/scratches on the exterior.
It was raining and the vehicle was under cover, so carrying out a proper inspection at the dealership was difficult.
Around 20 minutes after leaving the dealership, once we were able to stop and inspect the car more closely in bettwr light and weather conditions, we found further exterior marks as well as scratches/marks inside, dust and even a visible footprint in the interior.
The overall presentation was simply not what we would expect from a brand-new vehicle.
There are also questions around whether the protection treatment was actually carried out in the way it had been represented to us. The dealer's own handover paperwork records the work as completed and immediately before collection we had written confirmation that it would be professionally applied but what we received has left us wanting proper clarification and evidence.
We've also subsequently found that the car remains on an earlier software version despite being informed that a newer version is current. I'm not suggesting that, on its own, is a major defect or reason to reject a car but alongside the cosmetic condition and preparation issues it raises another question about how thorough the PDI/preparation actually was.
Senior management at the dealership has since acknowledged that the vehicle should not have been handed over in that condition.
The explanation given is essentially that everything happened very quickly because they were trying to meet our preferred collection timeframe.
My difficulty with that explanation is that if they genuinely did not have enough time to prepare the vehicle properly, the professional thing to do would have been to tell us that and postpone collection.
Instead, we travelled a considerable distance on the strength of assurances that the car would be properly prepared and ready.
The dealer is now considering possible resolutions.
Our preferred outcome is a like-for-like brand-new replacement, properly inspected and prepared before delivery.
We have said we are prepared to wait for the correct vehicle if necessary, provided suitable interim transport can be arranged.
The complication is that the original commercial deal was very good, including 0% finance, so simply rejecting the car and starting again elsewhere could leave us materially worse off.
For that reason, we have not authorised any polishing, paint correction or repair work at this stage but equally we haven't permanently ruled out considering a comprehensive rectification proposal later if a replacement genuinely cannot be provided.
If you were in this position, what would you do?
Would you keep pushing for a replacement on the same commercial terms?
Would you accept professional rectification if it was carried out properly, with appropriate warranties, collection/delivery, a courtesy car and a meaningful goodwill payment?
Would you reject the vehicle completely and go elsewhere, even if that meant losing the original finance/deal?
And if the dealer agreed to replace the car but there was a wait for another one, would you expect them to collect the current car and provide a suitable courtesy vehicle in the meantime?
I'm particularly interested in hearing from anyone who has actually had a brand-new vehicle supplied in unacceptable condition and how the dealer ultimately resolved it.
I'm deliberately keeping the dealer and individuals anonymous at this stage because I'm genuinely looking for views on the principle and the best way to handle it, rather than turning this into a naming-and-shaming thread.
Images of some of the issues -
https://ibb.co/VKt2G0w
https://ibb.co/qfn6m9p
https://ibb.co/fzsVsP2m
https://ibb.co/tMGrf7q5
https://ibb.co/0jtMCDqh
https://ibb.co/FqHxKsyw
https://ibb.co/TDKNYkzc
https://ibb.co/gZTQZMkt
https://ibb.co/JWkcYD8q
https://ibb.co/yBGtrGL3
https://ibb.co/Y786yTY4
https://ibb.co/PGCB2qDw
Edited by MBD7 on Tuesday 29th September 22:05
Are these scratches fixable with a polish or are they gouges down to the metal?
Is the software update a return to dealer job or OTA?
If the dealer has already accepted the PDI / handover was less than satisfactory what would actually make you happy?
Just my interpretation of what you've written I think you'd be laughed out of the dealership if you wanted to reject but you'd be in a good position to get them to pay for 'detailing' at their expense and your convenience. I'd also not have got them to do any paint protection because everyone knows it'll be the cheapest, most slapdash application so I'd be pushing for them to pay you that as well, regardless of if they think they've already done it.
Is the software update a return to dealer job or OTA?
If the dealer has already accepted the PDI / handover was less than satisfactory what would actually make you happy?
Just my interpretation of what you've written I think you'd be laughed out of the dealership if you wanted to reject but you'd be in a good position to get them to pay for 'detailing' at their expense and your convenience. I'd also not have got them to do any paint protection because everyone knows it'll be the cheapest, most slapdash application so I'd be pushing for them to pay you that as well, regardless of if they think they've already done it.
I would be disappointed in the service received but dont imagine you have grounds to reject the car and get a courtesy car while they source a replacement, and expect significant financial compensation.
Dust and a foot print are not the end of the world.
I think a professional detail at their expense is about the best you will achieve.
Dust and a foot print are not the end of the world.
I think a professional detail at their expense is about the best you will achieve.
bigandclever said:
Are these scratches fixable with a polish or are they gouges down to the metal?
Is the software update a return to dealer job or OTA?
If the dealer has already accepted the PDI / handover was less than satisfactory what would actually make you happy?
Just my interpretation of what you've written I think you'd be laughed out of the dealership if you wanted to reject but you'd be in a good position to get them to pay for 'detailing' at their expense and your convenience. I'd also not have got them to do any paint protection because everyone knows it'll be the cheapest, most slapdash application so I'd be pushing for them to pay you that as well, regardless of if they think they've already done it.
Provided links for contextIs the software update a return to dealer job or OTA?
If the dealer has already accepted the PDI / handover was less than satisfactory what would actually make you happy?
Just my interpretation of what you've written I think you'd be laughed out of the dealership if you wanted to reject but you'd be in a good position to get them to pay for 'detailing' at their expense and your convenience. I'd also not have got them to do any paint protection because everyone knows it'll be the cheapest, most slapdash application so I'd be pushing for them to pay you that as well, regardless of if they think they've already done it.
Maybe ask for a professional detail and ceramic coating at a detailer of your choosing.
You could also visit a detailing and get an opinion on the marks and whether they are likely to be removable.
I don't think you have a leg to stand on for rejecting, especially as you have taken the car home at this point.
You could also visit a detailing and get an opinion on the marks and whether they are likely to be removable.
I don't think you have a leg to stand on for rejecting, especially as you have taken the car home at this point.
MBD7 said:
Provided links for context
Yeah, some of those are piss-poor from the dealer. Not sure how the plastic trim parts are easily sorted without replacing. The scratches don't look too bad, will need a touch-up. The clod-hopper's boot marks look like a hoover will sort.Jaecoo 7, right?
That is not acceptable for a new car regardless of brand.
The dealer needs to replace the damaged trim panels inside and out.
The large chip on what looks like the top of the sill in a door aperture needs to be refinished at a bodyshop and possibly the same for the scratch on the bumper corner subject to depth of scratch - whether you accept having refinished areas on a new car is up to you, does the enhanced financial incentive for keeping this car outweigh the fact it wouldn't be as it left the factory.
Hopefully the dealer looks after you as you'd hope!
To end on a positive note not all J7's are like this, I detailed one last week and other than what is the industry standard of poor finishing on the gloss black trims the rest of the car was excellent, infact paint quality was better than the heavy orange peel which the Germans supply for free.
Best of luck.
Chris
The dealer needs to replace the damaged trim panels inside and out.
The large chip on what looks like the top of the sill in a door aperture needs to be refinished at a bodyshop and possibly the same for the scratch on the bumper corner subject to depth of scratch - whether you accept having refinished areas on a new car is up to you, does the enhanced financial incentive for keeping this car outweigh the fact it wouldn't be as it left the factory.
Hopefully the dealer looks after you as you'd hope!
To end on a positive note not all J7's are like this, I detailed one last week and other than what is the industry standard of poor finishing on the gloss black trims the rest of the car was excellent, infact paint quality was better than the heavy orange peel which the Germans supply for free.
Best of luck.
Chris
loskie said:
the splitter looks cracked.
Involve the finance co. They are equally liable if this is a RETAIL purchase. You mention COMMERCIAL a few times.
Photos, although hard to tell look like damage not just poor prep.
I think that's a removable section for tow hook.Involve the finance co. They are equally liable if this is a RETAIL purchase. You mention COMMERCIAL a few times.
Photos, although hard to tell look like damage not just poor prep.
Edited by loskie on Tuesday 29th September 22:41
Completely unacceptable. You need to give the dealership chance to provide a solution before involving the finance co.
The simple answer is get them to fix the trims etc & carry out a software update & then get them to agree to having the paint correction carried out by a proper bodyshop.
They've already agreed that the car wasn't upto par so they'll be willing to go all out to fix it & not have the car back so work with them.
They've already agreed that the car wasn't upto par so they'll be willing to go all out to fix it & not have the car back so work with them.
Chris_i8 said:
That is not acceptable for a new car regardless of brand.
The dealer needs to replace the damaged trim panels inside and out.
The large chip on what looks like the top of the sill in a door aperture needs to be refinished at a bodyshop and possibly the same for the scratch on the bumper corner subject to depth of scratch - whether you accept having refinished areas on a new car is up to you, does the enhanced financial incentive for keeping this car outweigh the fact it wouldn't be as it left the factory.
Hopefully the dealer looks after you as you'd hope!
To end on a positive note not all J7's are like this, I detailed one last week and other than what is the industry standard of poor finishing on the gloss black trims the rest of the car was excellent, infact paint quality was better than the heavy orange peel which the Germans supply for free.
Best of luck.
Chris
Thanks Chris. That’s exactly the concern we’ve had. We’ve now formally requested a replacement vehicle rather than authorising repairs at this stage.The dealer needs to replace the damaged trim panels inside and out.
The large chip on what looks like the top of the sill in a door aperture needs to be refinished at a bodyshop and possibly the same for the scratch on the bumper corner subject to depth of scratch - whether you accept having refinished areas on a new car is up to you, does the enhanced financial incentive for keeping this car outweigh the fact it wouldn't be as it left the factory.
Hopefully the dealer looks after you as you'd hope!
To end on a positive note not all J7's are like this, I detailed one last week and other than what is the industry standard of poor finishing on the gloss black trims the rest of the car was excellent, infact paint quality was better than the heavy orange peel which the Germans supply for free.
Best of luck.
Chris
One point the dealer has raised is that the preparation was rushed because we needed the vehicle within a short timeframe. I do understand the turnaround was around three days, but they accepted that collection date and confirmed the vehicle would be properly prepared before we travelled to collect it.
If they felt there wasn’t sufficient time to prepare a brand-new car to the required standard, I would much rather they had told us that beforehand and declined or delayed the collection. We certainly didn’t ask them to compromise the preparation or hand the car over with damage.
What concerns me is that the overall condition feels much more like a vehicle that has had a lot of people in and around it than a properly prepared brand-new car. There are marks, imperfections and dust in numerous areas, both inside and out.
I’m not saying it was definitely used as a showroom or display car because I don’t have evidence of that, but the condition is certainly consistent with a car that has seen more handling than I would expect before a new-car handover. If it wasn’t for the very low mileage — around 5 miles — I would genuinely be questioning whether the car had been used previously.
The dealer has since acknowledged that the preparation wasn’t acceptable. We’re now waiting for their response to our replacement request, although they’ve said there currently isn’t another Black Edition available within their dealer group.
If replacement ultimately isn’t possible and we consider retaining this vehicle, then proper rectification would be one part of that discussion, with any goodwill or reimbursement for the wider inconvenience dealt with separately rather than treating the repairs themselves as compensation.
You won’t get a satisfactory “detail” from the dealer. They
Pay bare minimum for a “detail”. £15/£30 a car.
There’s ext to no margin on the car for the dealer. Its all in the finance.
The damage is unacceptable on a new car, but pay the cheapest possible price. Get the cheapest possible service and prep.
Just hope you don’t need to use the warranty.
Pay bare minimum for a “detail”. £15/£30 a car.
There’s ext to no margin on the car for the dealer. Its all in the finance.
The damage is unacceptable on a new car, but pay the cheapest possible price. Get the cheapest possible service and prep.
Just hope you don’t need to use the warranty.
Some of the photos show a shocking handover condition particularly the interior dash scratches which not sure how they were missed as soon as you stepped inside.
The exterior scuffs particularly on the rubber and plastic areas wont be so easy to simply remove as perhaps polishing out some of the paintwork defects will be.
I think out and out rejection is unlikely especially as I believe you have to give the dealer at least a chance to put right.
Given their level of preparation was appalling I would want the following to happen.
1) A visit by a local chips away type / paintwork repairer first to at least assess the issues and advise on what could be done - dealer to pay obviously.
2) Assuming all correctable then repairer to put right at dealers expense.
3) Anything that cannot be made good to then be assessed for further conversation in terms of potential compensation -this might not be in the form of money but for future services or whatever.
4) A courtesy car for any time your car is off the road for said work.
Should any of the bumper scuffs be unrepairable then I would expect a new bumper at the dealers expense etc.
If the salesman and/ or DP is playing ball then hopefully there shouldn't be any arguments.
Different scenario but when I took delivery of my new Mustang it looked in great condition and it wasn't until I delivered it to the detailers that they pointed out a couple of issues.
One was a tiny indention which the dealer paid for a chips away visit to rectify and the second was a scuffed bumper that needed a whole new one - again ordered and fitted by the Dealer with no issue or arguments.
Best of luck.
The exterior scuffs particularly on the rubber and plastic areas wont be so easy to simply remove as perhaps polishing out some of the paintwork defects will be.
I think out and out rejection is unlikely especially as I believe you have to give the dealer at least a chance to put right.
Given their level of preparation was appalling I would want the following to happen.
1) A visit by a local chips away type / paintwork repairer first to at least assess the issues and advise on what could be done - dealer to pay obviously.
2) Assuming all correctable then repairer to put right at dealers expense.
3) Anything that cannot be made good to then be assessed for further conversation in terms of potential compensation -this might not be in the form of money but for future services or whatever.
4) A courtesy car for any time your car is off the road for said work.
Should any of the bumper scuffs be unrepairable then I would expect a new bumper at the dealers expense etc.
If the salesman and/ or DP is playing ball then hopefully there shouldn't be any arguments.
Different scenario but when I took delivery of my new Mustang it looked in great condition and it wasn't until I delivered it to the detailers that they pointed out a couple of issues.
One was a tiny indention which the dealer paid for a chips away visit to rectify and the second was a scuffed bumper that needed a whole new one - again ordered and fitted by the Dealer with no issue or arguments.
Best of luck.
Very sloppy prep but it does highlight the importance of inspecting before leaving with the car, no matter how difficult it may be.
If I had been handed a car like that Id simply stated that they need to sort me transport home and to call me when the car is in a suitable condition to be handed over properly prepared - once the car has left the premises you are always on the back foot.
If I had been handed a car like that Id simply stated that they need to sort me transport home and to call me when the car is in a suitable condition to be handed over properly prepared - once the car has left the premises you are always on the back foot.
One point worth clarifying: driving it home doesn't remove your right to reject. Under the Consumer Rights Act 2015 the short-term right to reject runs for 30 days from delivery, and their own acknowledgement that it shouldn't have been handed over is strong evidence the car wasn't of satisfactory quality.
Be realistic about the outcome though. A like-for-like replacement on the identical 0% PCP terms is unlikely - the finance deal can't simply be replicated - so the practical negotiation is between proper documented rectification (with a written warranty on the paint correction, not just a promise) plus goodwill such as extended warranty or servicing, versus a replacement on whatever terms are available now. You've done the right thing putting the request in writing and not authorising the polish yet; keep everything in writing from here.
Be realistic about the outcome though. A like-for-like replacement on the identical 0% PCP terms is unlikely - the finance deal can't simply be replicated - so the practical negotiation is between proper documented rectification (with a written warranty on the paint correction, not just a promise) plus goodwill such as extended warranty or servicing, versus a replacement on whatever terms are available now. You've done the right thing putting the request in writing and not authorising the polish yet; keep everything in writing from here.
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