Annoying salesman, and, (almost) new car.....

[talkto_tom]

So i popped into the garage today knowing that my car was due to arrive. A white 170 DSG with black luganos, tan leather, dynaudio, folding mirrors and bi-zenons. So the salesman is acting a bit wierd, just not very enthusiastic so i assume the car has not arrived. I asked him and he said it had been and was parked in a lock up round the corner.... (Right.....!) He said he waould go and get it if i wanted to have a look, (like i didn't want to see it...?!!!) Anyway when he drove back in the car park the car had, 'normal' luganos and not the black ones i'd ordered. As he got out the car i commented on what a strange colour black they were and he said that that was the first thing he noticed when the car had arrived. Why would he not have given me a heads up before driving the car back to show me it....!??? So i was pretty annoyed that he was so useless and just plain bad at his job and then i asked what he and VW were going to do about it things didn't improve.... He offered me three options, 1. They fit some black luganos that are due in maybe this week maybe not... 2. They re-order the car and i wait another three months..... 3. Cancel the order... He said that the only way to get the piano black inserts in the dash now was to re-order the car and its this i've got an issue with....

Eventually this afternoon he offered me £200 off the £950 option if i do go for option 1 but that still seems like a p### take to me...

Do you guy's think this is fair....? Sholud i fight for more....? What do you think...?


Thanks in advance.

[fun meter]

Personally I'd make a point and try and get them to fit them for free, as its quite a big cock up. I've seen photos where people have done the black inserts themselves, so it can be done. I cant see why a dealer couldnt order them though.

They can do like an 'emergency' or special order to get a car quicker if VW UK or something are at fault i think. Depends who cocked up. If the dealer accidently ordered normal lugano's then the above is probably more do-able.

Hopefully gets sorted out for you

[AndyInGlasgow]

I find it hard to believe the dealer can't order and fit the piano black inserts. What happens if they were fitted and somehow got damaged and hence needed replacing, is the dealer saying that these parts aren't replacable and you would need to buy a whole new car....!!!!

I would phone VW Customer Services and take advice. Dealers will simply tell you what is most convenient for them! Even phone another VW dealership and ask them to quote you for fitting piano black inserts. Then say to your dealer either they do it else you will get the other dealer to do it and invoice them direct.

In fairness regarding the black luganos, they have offered to fit them when they arrive with some compensation.

Will they let you take car away now and come back and get black luganos fitted when they arrive?

[Evil Derboy]

Take option 1 and tell them to order in the parts to fit the black inserts. The black strips are an EOS part and the middle bit is the same as the R. Easy-Peasy. Salesman is obviously clueless about what's available. If you have a hunt on here you'll even find part numbers for the black strips. Others have bought and fitted them themselves, so obviously they're available at the dealer.

[Nobby]

I saw the black inserts available in an accessories catalogue a while back (it was pre wk 45 model at the time) so they should be easy to get

They were available in Aluminium, Carbon & Black from what I remember

Hope this helps

[pat15312]

there are soooo many rubbish vw salesmen... it really does put me off buying another vw.
and then they have the audacity to say they have one of the best dealer networks in the world for customer service! JOKE!!!
however jon greenwood at vw cirencester is ace

[blakest]

Tom i would call his bluff and tell them to reorder the car,and walkaway i think you will be pleasantly surprised with the outcome, he's just trying his luck with that derisory offer.Its more than likely his fault [incorrect form filling]
I had a cock up with my last car it came without xenons and was given the same options along with keep the car and get a free K1 body kit as they could not change the lights [ac-dc]different electrics.I waited another 3 months got the correct car and a free body kit as compensation.If you don't mind waiting then reorder there's no point driving round in a car you are not happy with it will just pi$$ you off,it would me.
Just see what you can get,best of luck

[maisbitt]

Pat: VW probably do have good customer satisfaction worldwide, just not here in the UK. If the German customer service reputation was as low as the UK one, they'd be shot at dawn.

Prior to the Scirocco, most VW sales came as a result of fierce brand loyalty, and perceived quality (an affordable semi-premium marque). I think they're complacent because of this.

We see people wanting a Scirocco that aren't neccessarily VW die-hards, but want it regardless of the brand, because it's an in demand car.

As for the main topic of this thread - i'd ask to see a copy of their order placed with VW. If they placed the order correctly and VW cocked up, the salesman should be pushing hard to put it right (it won't come out of the dealerships pocket if they're not to blame).

It's most likely that the salesman cocked up though. Have they invoiced you £660 for the normal luganos as opposed to £950 for the black style pack? So with the £200 "discount", would this mean that they'd be wanting to up your "silvers" invoice by £90 (so that you paid £750 for your black luganos option) to get the black luganos, but not give you the inserts?

Those inserts have to be a VW orderable part, and how much can a couple of gloss black plastic strips that clip into the dash cost to buy in or fit?

If he can supply the black luganos at the same invoice price you'd originally agreed to pay for the car (with black luganos and inserts), and is prepared to let you drive around on the ordinary luganos until the black ones and the inserts are in then i'd be looking for a free service for what would end up being a minor cock-up with a satisfactory outcome (you had to put up with silver luganos and normal inserts for a week).

If he won't then it is time to threaten a re-order and a very healthy discount for your next car. To be honest, the dealer probably won't care about a re-order, he'll sell the car you'd be rejecting quite easily. He might even get full list for it, seeing as someone wont have to wait in the queue to get a Roc.

Either way - a customer services whinge is required - either the dealer cocked-up or VW did. If the cock up costs you any more than original anticipated price or time spent waiting for remedial works then this requires compensation.

[trix]

imo Tom I think option 1 is the best bet as you obviously want the car but you need to weigh up whether you feel the wheels are worth the £750 'upgrade' fee (silver luganos are £660 upgrade price from the interlagos) or whether you want to beat him down abit more on it ( ).
I believe you can get the piano black dash inserts for alot less than £200

S

[talkto_tom]

Guys, thanks for your responses.

I phoned the dealer this morning and, (strongly!!) told the salesman that if he could not resolve the issue within the hour i would only deal with the sales director...!

He called back after 45 mins and said i could pick the car up on friday as ordered with black wheels and the black inserts, problem solved....! I did stress that the whole situation had put a sour taste in my mouth and severely dented my confidence in the VW and the dealership. He disagreed with me which i thought was quite a funny response but we'll see if they offer a free service or something as a sweetner, (i'm not holding my breath...).

Anyway, hopefully the next post you see from me will be in the delivery room with some pictures of the new car......

Thanks again.

Tom

[fun meter]

Good to see its sorted. Look forward to seeing the photos. Havent seen white with the black style pack yet. Impatience for mine is killing me enough as it is.

[wigit]

glad its sorted

[nwaite85]

nice job dude !! make sure you get some pics, i desperate to see a preview of my car ( candy with the blk-pak and pano roof)