Problems With Brand New Car

[silliemillie]

My Son bought brand new car from TrustFord main dealer. He picked it up in the dark & checked it over best he could. Next morning in the sunlight he noticed a crack in the windscreen. Went straight back and for a couple of days they argued amongst themselves who should pay for it (Fords or dealership)

Eventually it was agreed, so asked son to take it another branch of the dealership as the small one he bought it from doesn't have a service/repair centre. Son did this 3 weeks ago and they still have it.

Every excuse under the sun has been given as to why it has not been done yet uncluding they can't get a windscreen for that car as its too new!

Consequently, son has driven the car for 3 days, dealership has had it for 3 weeks. He is, understandably, tearing his hair out, they cannot tell him when it will be done.

He is totally fed up now and the shine of getting a new car has long worn off.

What are his options? Can he demand his money back or a replacement car?

Any help appreciated.

[TWR]

Take the car back, that's what I would, If on finance, contact them & explain the situation & what you intend to do, make notes of the Complaint Times / Date's & the person's name who the complaint was logged with.

[johnny37]

under trading laws he can have a new replacement or his money back. Unlikely to happen just for the sake of a windscreen! Threaten them with Trading Standards. Or ring Fords Customer Relations .

[silliemillie]

TWR, they have the car, have had it for 3 weeks. He has been complaining, has everyone's names ect but they all just pass the buck and nothing's getting done.

[silliemillie]

Johnny, he has now been given the number of Customer Relations and will ring them tomorrow. But how long does he have? He is worried that they are hanging it out so he has no redress regarding returning the car.

[ubasses]

Try E-mailing the CEO direct, hopefully he will give the garage a kick start.http://www.ceoemail.com/s.php?id=8960

[Buenchico]

Try a phone call to the news desk at Autocar magazine. Their reporters would probably jump at the chance to cover a story like this one. More importantly, it's amazing how things seem to get done remarkably quickly by firms who are worried about the possibility of poor media coverage ;-)

020 8267 5630

[ubasses]

Mr Andy Barratt Managing Director

Email [email protected]

Link didn't work so info above

[TWR]

Sillie, I would still tell them to keep it, that way somebody is going to get their knuckles wrapped, if your son decides to keep the car ask for compo, loss of Road Fund Tax>> Insurance, I would not take this service without an issue out of their service.

[Hypognosis]

I'd be interested to know what weasel words are in the finance terms and conditions, with regard to your son having paid for 3 weeks but denied use of the purchase during those weeks?

Also, is there a PDI (pre-delivery inspection) document? Was the inspection done on the day of collection?

Meanwhile, while the law may say "equivalent replacement", we know the story with cars is customer options and the consequent factory delay time. It would be senseless to have a second car built and the first car palmed off on some unsuspecting punter who accepts the decor/options package.

[tonyav]

Give these a ring and see if they have a replacement screen for your son's car.
https://www.autoglass.co.uk/glass-repair-and-replacement/windscreen-repair/windscreen-replacement/

If they have then phone the dealership that has your son's car and tell them that Autoglass has a replacement screen.

[BRIGHT SPARK]

He should choose his moment, at a busy time in the showroom, to raise his issues, within earshot of all customers.Did he not get a loan car?

[tonyav]

Other windscreen replacement companies are available.
https://www.nationalwindscreens.co.uk/windscreen-replacement

[silliemillie]

Thanks for all your advice, Tony, he has tried Autoglass and they said they could get it the next day but Fords said its not an official Ford part so they could not authorize it!

[BRIGHT SPARK]

I assume its only a minor crack...so why cant the car be driven while you wait for a replacement?

[Baldric]

Your link looks ok

http://www.ceoemail.com/s.php?id=8960

[silliemillie]

Bright spark, yes the car could be driven but he's left it there as its always going to be done 'tomorrow'.

[silliemillie]

Hypo, totally agree, it would be much simpler and cheaper to rectify the problem than replace the car or refund.

[tonyav]

Ah the old free beer tomorrow trick.
I don't see why they can't use a replacement screen from Autoglass or some other windscreen replacement company. After All he could have been driving down the motorway or anywhere really and a lorry or car throw a stone from one of it's wheels and damage your sons windscreen, and I've no doubt that it would be a windscreen replacement company that would do the repair and unlikely to be a Ford main dealership.

[silliemillie]

Tony, agree entirely. But if he does that they won't pay for it. Unbelievable attitude from such a large Company.

[tonyav]

Very bad attitude indeed, silliemillie.
If I were your son I'd use that link that ubasses has put up and send an email to the CEO.