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Section 75 Claims - New Cars

Discussion in 'Motors' started by kaktus, Jan 4, 2019.

  1. sansnom

    Wise Guy

    Joined: Feb 14, 2004

    Posts: 1,093

    Location: London

    And how exactly was he supposed to have gone about this? He followed the only process they offer. The selling dealership did not need to take possession of the vehicle since the issues were rectifiable under warranty and therefore it makes sense Citroen would have allowed any of their dealerships to resolve the issue. The fact that so much time has passed while the problem persists is the fault of Citroen not him.
     
  2. Housey

    Man of Honour

    Joined: Feb 21, 2006

    Posts: 26,340

    Location: England

    I have bought many cars over the years, I have come to the point of rejection on a couple of occasions. I have been down this route, most recently with my current R8. Some people get things fixed and some people spend 18 months following procedures that aren't working and put up with it as our OP has, but now he/she is at the point of no more. I don't have all the facts but I can state for sure had it been me I would not still have the car and I would be in something else. There comes a time when you go around procedures, you start getting into the right people and you get it fixed. That for me tends to involve both the dealership's DP and board if needs be, aligned to the manufacturer. It does not involve some emails, I get on the phone, I agree what is acceptable TO ME and then we work the issue. I speak from experience, not as someone making this up to be big on the internet and cause the OP issues. I hope they get resolution and their car sorted, the motor trade is full of process to protect itself. I get that, but having a car that is crap and not getting fixed for 18 months to me is unacceptable.

    Follow your process for a few weeks, give them time, but really 18 months is ludicrous. Good luck.
     
  3. HoneyBadger

    Wise Guy

    Joined: Aug 2, 2016

    Posts: 2,221

    Location: Hoo, Kent

    If I were you, I’d take it to the Bolton dealer, get them to supply a high spec courtesy car and simply say “Only contact me when you’re sure it’s 100% sorted” and use the courtesy car until that time.

    If they call you and claim it’s done, get them to face time you with the mechanic driving it. And make it clear you’re keeping hold of the courtesy car until it’s fixed to your standards.
     
  4. MassiveJim

    Wise Guy

    Joined: Feb 22, 2014

    Posts: 1,536

    Why don't you get them to throw in a 3 week all inclusive holiday to Dubai with personal use of the MDs hyper-yacht whilst you are at it.
     
  5. HoneyBadger

    Wise Guy

    Joined: Aug 2, 2016

    Posts: 2,221

    Location: Hoo, Kent

    You don't think that's being a bit unreasonable? ;)
     
  6. kindai

    Soldato

    Joined: Aug 9, 2013

    Posts: 5,905

    Location: Bromsgrove

    @Housey isnt wrong, politeness when it comes to fixing broken things in this country does nobody any favors.

    I appreciate many people do not have the appetite for conflict that you have to have in order to take control of the situation on your terms rather than theirs, but thats how you get stuff resolved in 18 days not 18 months.
     
  7. paradigm

    Caporegime

    Joined: Aug 26, 2003

    Posts: 34,588

    Location: Staffordshire

    Indeed. It was your advice and details about the DP that ended up allowing me to reject my first A4 and having it replaced at zero cost to me. At this point the car was “only” 6 months old. I’d have never let it eacalate to 18 months, no way, no how!

    I only started fighting the dealer when the car was 4 months old.
     
  8. Housey

    Man of Honour

    Joined: Feb 21, 2006

    Posts: 26,340

    Location: England

    It is about being fair but firm in what you expect. Our OP has been beyond reasonable and now needs to get firm or he’ll be back in 18 months.
     
  9. Firestar_3x

    Caporegime

    Joined: Mar 11, 2005

    Posts: 29,070

    Location: Leafy Cheshire

    As above and on the advice of Housey after been mucked about by Stratstone once we went right to the DP we talked about the issue agreed what needed to be done and what compensation was acceptable, from that point forward we received much better treatment one member of staff was sacked, the car was fixed and we got 1k in free servicing.

    If we had not done that i'd still be banging my head on the table and going round in circles.
     
  10. Richie

    Soldato

    Joined: Oct 18, 2002

    Posts: 7,421

    Location: Leaving Hell...

    I'd love to hear some opinions on this one which is relevant to the OP's issue... Excuse the bullet point format, I want to try and keep it clear and easy to follow:

    • Car is manufactured by Citroen
    • Car is sold by a franchised dealer to the customer (effectively dealer "buys" the car from Citroen and then resells to customer)
    • Car develops fault.
    • Citroen effectively wash their hands of the car they built by refusing any more fixes and say its the dealers problem.

    Is this really the dealer's problem to carry the cost, both in time and money, to resolve the customers issue or should it be down to the manufacturer?

    Just like to hear some ideas on this along with supporting points...

    I'll give mine as it would be rude not to say where I stand when asking:


    My opinion is that the manufacturer should be carrying the cost of this either through paying for Warranty work to be carried out or, in the occasions where the manufacturer's stance is "there is nothing more can be done", to carry the cost of reimbursing the customer.... They built the product which is faulty, not the dealer. Bear in mind the dealer is NOT owned by the manufacturer. Why should a private dealer be expected to be out of pocket and not the manufacturer of the product.
     
  11. Kaeo

    Wise Guy

    Joined: Mar 7, 2011

    Posts: 1,301

    Location: Edinburgh

    Because you pay your money to the dealer, not the manufacturer. If they want to be reimbursed afterwards, they can pursue the manufacturer if they so wish.
     
  12. Jonny ///M

    Sgarrista

    Joined: Nov 23, 2004

    Posts: 9,572

    Location: Hamilton, Scotland

    Same as what we have to deal with when a bicycle manufacturer is useless.

    Customer buys a bike, comes back to us with an issue, we diagnose/send photos but if it then takes the supplier weeks to source say a wheel we usually end up sourcing our own and invoicing the bike supplier as we have to act within a reasonable time before a customer can ask for a refund. Most of them hate dealing with it as it costs them more money but none of these people at the end of the phone have to deal with the customer or don't understand where the customer is coming from.

    Best one in recent years was when we got in a £3k track bike that scratched itself when the handlebars were turned, got a second one and it did the same. Someone at the brand said it was designed to be ridden in a mostly straight line in a velodrome so it isn't a problem.
     
  13. johnny6

    Wise Guy

    Joined: Apr 14, 2006

    Posts: 2,094

    Did the vehicle faulted within the first six months of purchase. Can you not reject it under the consumer rights act?
     
  14. snapdragon69

    Hitman

    Joined: Jan 27, 2014

    Posts: 800

    I don't know why people think Citroen dealers are part of Citroen or even Citroen UK, or Texaco forecourts are part of Texaco. They don't think Corner Shops are part of Walls Ice Cream.
     
  15. Housey

    Man of Honour

    Joined: Feb 21, 2006

    Posts: 26,340

    Location: England

    They represent the brand selling expensive ice creams and a vocal customer can cause them problems as can magazines. That's why manufacturer involvement often moves stuck things forward and why Walls don't give a stuff if you drop your ice cream outside your local Spar as AutoIce Cream and WhatIce Cream are not big sellers.

    [speedball]ice cream. ice cream[/speedball]
     
  16. Firestar_3x

    Caporegime

    Joined: Mar 11, 2005

    Posts: 29,070

    Location: Leafy Cheshire

    Now eating ice cream, thanks for that.
     
  17. Housey

    Man of Honour

    Joined: Feb 21, 2006

    Posts: 26,340

    Location: England

    To be fair I ate the entire stocks of Waitrose Uttoxeter and Lichfield combined over Christmas. I got banned for stabbing people trying to take MY ice cream and then East Staffs complained about destroyed pumps....whatever that means. Not sure why they blamed me....but I am officially done with ice cream now.
     
  18. Richie

    Soldato

    Joined: Oct 18, 2002

    Posts: 7,421

    Location: Leaving Hell...

    My Samsung monitor went faulty... It was Samsung I raised the warranty claim with and they sorted it, not OcUK whom I bought it from....
     
  19. Housey

    Man of Honour

    Joined: Feb 21, 2006

    Posts: 26,340

    Location: England

    I don't know why people think.....oh, wait.
     
  20. dowie

    Caporegime

    Joined: Jan 29, 2008

    Posts: 37,634

    I'd perhaps take the legal advice and go for the section 75 claim and try to get a full refund, sounds like you've done enough needless running around as people have mentioned you've been jerked around by them enough, you gave them a chance to sort it a while ago it seems... 18 months does seem like a ridiculous amount of time to keep on being polite and following their process etc... etc..