Delay of new car delivery - how long is acceptable?

[abedegno]

Hi,

Having ordered a new Kadjar, and been advised it was in the country already for delivery in 7-10 days time I thought the date of 19th December would give the dealer/Renault plenty of time to get their act together. I was advised that Renault would deliver the vehicle to the dealer on the 16th December ready for my collection on the 19th - this date passed without the delivery occurring and the dealer wasn't able to find any information why the vehicle was not delivered or get a new delivery date.

After daily pestering by myself, and direct phone calls to Renault customer support I was eventually advised that:
- An issue has been discovered at inspection
- A part was required which wasn't in stock

After more daily pestering I still don't know:
- What the issue is
- What part or parts are required
- What the lead time is on this part
- A new estimated delivery date

Having never ordered a car from new, are delays like this usual? Similarly is the lack of communication or information also usual? - I can tolerate an almost unlimited amount of inconvenience so long as I'm informed.

Also, what are my statutory rights in this respect, I'm not expecting much progress over the Xmas period so it will be 2 weeks past due date in the new year - would I be able to cancel the order and insist on a full refund or insist I am provided a new delivery date in X days, as if I am it might spur the dealer to be more proactive?

Thanks

Abe

[Nigel Worc's]

Do you still have a car or have they loaned you something ?

Lack of information seems a bit odd.

[abedegno]

Hi,

Dealer didn't loan me a car, after pulling the Xmas period sympathy card with Renault they organised me a hire from Enterprise - only until the 3rd so doesn't help me when I'm back at work in the new year.

[andyxxx]

Either the Dealer or Renault continue to provide a suitable courtesy/hire car until your purchase is delivered or you cancel the order.

[HoHoHo]

I put money on the fact it's been in a prang at some stage between the factory and the dealer and the dealer/Renault were struggling to repair it before Christmas, hence the delay.

When the car is finally delivered I would go over it very carefully and make sure all is well

Fact is quite a few new cars have accident damage prior to delivery and personally I don't think it's not anything to be concerned about providing the repair is done well. To be honest most of the time we wouldn't even be aware of any damage!

Will be interesting to see how this thread progresses.

[Nigel Worc's]

All seems a bit odd to me, although I haven't had a new car for years now.

I've had some odd dealings with Renault UK in the past, although this was back in the 1990s, and luckily for me I was working in the Renault factory at the very time I was having issues with my almost brand new company owned Laguna estate (it was about three months old by then and going through one rear tyre in about six weeks), which the French knew had an issue (it was a jig issue on the rear axle mounts), but despite the French knowing and dealing with it, the British were denying a problem even existed.

Mine was rectified in France, and I received much better service from the British dealer once the French became involved and had made their feelings know to Renault UK.

From my experience why not drop the French an e-mail ?

[RenesisEvo]

Sounds identical to a friend's experience, funnily enough it was also a Renault (albeit a van). Constant delays on delivery and little communication from those involved. Make of that what you will. (After 7k miles it ate its turbo, apparently not the first one to either).

[DuraAce]

HoHoHo said:

I put money on the fact it's been in a prang at some stage between the factory and the dealer and the dealer/Renault were struggling to repair it before Christmas, hence the delay.

Gets my vote. I bet they've bumped it.

Ask where the car is right now and tell them you would like to see it.....

[PositronicRay]

I've known it with VAG at this time of yr. Manufacturer has hit target and "hides" new stock so dealers can't register anything.

[Glasgowrob]

its been pranged,


when you do get to a phone call back ask them if they have any issue with your detailer running a paint depth gauge over the car before accepting it.

[AmitG]

My guess is that one of the following has happened:

• They've damaged it, and are now trying to repair it
• It's the wrong colour/spec, and they now have to find another one in the correct colour/spec
• They've sold a car that they didn't have, and now have to find one

Check your order form. There will be a clause in there that says how long the dealer has to deliver before you can cancel.

The last new car I bought, the terms and conditions attached to the order form said that the dealer had up to 21 days after the agreed delivery date to produce an acceptable car. After that, I had the right to unwind the deal.

[abedegno]

Hi,

I've seen mixed advice on accepting a repaired car. If a paint less repair was possible the general advice is to accepted it, but if a spray was required the coat would never match the factory finish and should be rejected - does this seem fair or excessive?

Thanks

[AmitG]

Just to add: the Kadjar is lovely, hope it gets sorted!

Renault have a really good model range these days, although going by this thread they still need to work on the customer service

[AmitG]

abedegno said:

I've seen mixed advice on accepting a repaired car. If a paint less repair was possible the general advice is to accepted it, but if a spray was required the coat would never match the factory finish and should be rejected - does this seem fair or excessive?

Personally, if I couldn't notice the repair, I would accept it. As others have mentioned, it is not uncommon for new cars to get bumped in transit and require touching up (smart repair) before being delivered to the customer. A good repair, using manufacturer paints, should be invisible.

[Glasgowrob]

abedegno said:

Hi,

I've seen mixed advice on accepting a repaired car. If a paint less repair was possible the general advice is to accepted it, but if a spray was required the coat would never match the factory finish and should be rejected - does this seem fair or excessive?

Thanks

given the standards put out by some factories a blind monkey down the docks wafting a spray tin in the general direction of the car will give a equally good finish, (looking at you here Ford with your god awful orange peel)

[abedegno]

Hi,

I have the log book, so it's not been sold or in the wrong colour. I also opened an account on Renault infotech to check the VIN.

I checked the ts&c's and I similarly have 21 days past due date at which I can unwind the deal but I hoped I might have some stronger statutory rights to apply pressure to the dealer/Renault.

I should add the sale was conducted over phone, so I may have additional rights under distance selling regulations.

Thanks

[HTP99]

The main issue here is the dealer shouldn't have told you 7-10 days, I sell Renault and the deliveries are all over the show, as dealers we don't really know when a car is arriving; dates are given and frequently missed, the given date cannot be relied upon.

If a car is in the UK (Southampton) I always say 2-3 weeks at best, if it turns up earlier it's a bonus.

I've been on holiday since the 20th December, I sold 2 cars on Sunday the 18th; both of which were in the UK, I told both purchasers that given the holidays and delivery issues they would be in their new cars by mid Jan.

[Greendubber]

My Focus ST3 was about 3 months late with no explanation, I feel your pain.

[abedegno]

Hi,

I think you're right and expectations have not been managed well - part of the problem may be the sales rep dealing with me let slip he has only been on the job 3 months...

[Butter Face]

Hi Op

Sorry to hear your issues. RUK sometimes 'block' a car (sometimes single vehicles, sometimes an entire range) but your dealer should be able to see if it's blocked and so should RUK customer services.

I would pop into the dealer and ask to be shown your vehicle on Distrinet, that's the renault build/tracking system. You can see order/delivery dates and where the car is/what situation it's in.