Hey guys,
Took the C63s in for a few small issues I've had with the car since I bought it in February, nothing mechanical, just minor things like rattles and a couple of misbehaving window switches in the back. Took it in last Wednesday to be told that the rear passenger shock is leaking so needs replacing under warranty, and they can do that today (Monday).
Important to note, when I first took it, I stressed numerous times not to wash it, the car was covered in pollen and dust but I said over and over not to wash it. He left a note on the system and when I picked it up at the end of Wednesday, they had listened and not washed it.
Fast forward to today, and when I dropped it off, the car was immaculate. I'd been at Supercar Fest on the Sunday and it had been detailed on the Saturday, and I cleaned it again when I got home to get rid of all the dust, bugs and stuff from the long journey. So I knew exactly what condition it was in and knew there wasn't a mark on it in terms of dirt, water marks or scratches. And like Wednesday, I stressed numerous times to not wash it, besides, it definitely didn't need it anyway.
Picked the car up and it had been reversed in to the pick up bay, and on the face of it, looked as it was when I dropped it off, checked for obvious scratches and other than a bit of dust from being outside a few hours, it looked great and didn't appear to have been washed. Then I started driving home and could see water running out of my mirrors and streaming down my rear windscreen. Alarm bells started ringing, and then I could see on the sunroof areas where they'd gone over it with a damp towel and not dried it properly so I knew at this point it had definitely been washed.
I pulled over and checked the car properly with my the strong LED torch I've got in the boot, and the car is COVERED in holograms and defects. Towards the bottom of the rear bumper looks like it's been buffed with a brillo pad, there are scratches and marks all over it from one side to the next. All the door sills have scratches from what looks like a dirty rag being used to dry them. The hologram effect on the paint can surely only be caused by them going over it with a machine polisher, god knows why? But that surely can't be done by hand
It's gone from an immaculate car to looking like it's been through the wars. I'm devastated as my cars are my pride and joy, I spend far too much money on them getting them detailed by a professional each month so to avoid swirls, paint defects as much as is possible, then something like this happens and just undoes all that hard work in an instant.
Now obviously I've contacted them there and then and they've said they'll speak to the manager tomorrow, but so I know where I stand, what rights do I have, if any and what should I be reasonably asking for and expecting? I've spoken to my detailer who said he will do the paint correction and coatings that he did when I bought the car, for the same price and he's sent me an itemised invoice to send them. Is it reasonable to expect them to pay that? I know they'll try and fob me off by asking to do the work themselves, but one, I no longer trust them to look after my car, and two, I know how dealerships "coat" and paint correct cars, so I definitely don't want any part of that.
Thanks guys!
Took the C63s in for a few small issues I've had with the car since I bought it in February, nothing mechanical, just minor things like rattles and a couple of misbehaving window switches in the back. Took it in last Wednesday to be told that the rear passenger shock is leaking so needs replacing under warranty, and they can do that today (Monday).
Important to note, when I first took it, I stressed numerous times not to wash it, the car was covered in pollen and dust but I said over and over not to wash it. He left a note on the system and when I picked it up at the end of Wednesday, they had listened and not washed it.
Fast forward to today, and when I dropped it off, the car was immaculate. I'd been at Supercar Fest on the Sunday and it had been detailed on the Saturday, and I cleaned it again when I got home to get rid of all the dust, bugs and stuff from the long journey. So I knew exactly what condition it was in and knew there wasn't a mark on it in terms of dirt, water marks or scratches. And like Wednesday, I stressed numerous times to not wash it, besides, it definitely didn't need it anyway.
Picked the car up and it had been reversed in to the pick up bay, and on the face of it, looked as it was when I dropped it off, checked for obvious scratches and other than a bit of dust from being outside a few hours, it looked great and didn't appear to have been washed. Then I started driving home and could see water running out of my mirrors and streaming down my rear windscreen. Alarm bells started ringing, and then I could see on the sunroof areas where they'd gone over it with a damp towel and not dried it properly so I knew at this point it had definitely been washed.
I pulled over and checked the car properly with my the strong LED torch I've got in the boot, and the car is COVERED in holograms and defects. Towards the bottom of the rear bumper looks like it's been buffed with a brillo pad, there are scratches and marks all over it from one side to the next. All the door sills have scratches from what looks like a dirty rag being used to dry them. The hologram effect on the paint can surely only be caused by them going over it with a machine polisher, god knows why? But that surely can't be done by hand
It's gone from an immaculate car to looking like it's been through the wars. I'm devastated as my cars are my pride and joy, I spend far too much money on them getting them detailed by a professional each month so to avoid swirls, paint defects as much as is possible, then something like this happens and just undoes all that hard work in an instant.
Now obviously I've contacted them there and then and they've said they'll speak to the manager tomorrow, but so I know where I stand, what rights do I have, if any and what should I be reasonably asking for and expecting? I've spoken to my detailer who said he will do the paint correction and coatings that he did when I bought the car, for the same price and he's sent me an itemised invoice to send them. Is it reasonable to expect them to pay that? I know they'll try and fob me off by asking to do the work themselves, but one, I no longer trust them to look after my car, and two, I know how dealerships "coat" and paint correct cars, so I definitely don't want any part of that.
Thanks guys!
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