No faith in the explanation!

[L & C]

After 8 months of “pillar to post” we have now been told by VW that our wrongly supplied basic audio unit cannot be replaced with app connect in our new Ocean! The dealership is offering to fit a Kenwood but we would have to have a microphone fitted on the windscreen post as they say there are no mics in our ocean? We have hands free! And we will have to have a sticker on the window which is an arial! Can this be right? We don’t have much faith in their explanation

 

[Billywizz]

They are talking s#@t demand you get what you want and tell them they are not dealing with a local builders van. What dealer is this by the way?

 

[WelshGas]

After 8 months of “pillar to post” we have now been told by VW that our wrongly supplied basic audio unit cannot be replaced with app connect in our new Ocean! The dealership is offering to fit a Kenwood but we would have to have a microphone fitted on the windscreen post as they say there are no mics in our ocean? We have hands free! And we will have to have a sticker on the window which is an arial! Can this be right? We don’t have much faith in their explanation

Unfortunately, they might be correct. I believe the different grades of In Car Systems are coded into the Body Control Module and this is fixed at the factory and cannot be changed. 3rd Party systems are not dependant on the BCM.
Whose fault was it, that the vehicle did not match your order? Dealer or Factory?

Personally, if they have taken 8 months to decide they cannot install the correct system, I would consider Rejecting the vehicle. Normally you have to do that within 3 months, I think, but if they have prevented you from making that decision in a timely manner due to their procrastination then that’s their problem. You could then re-order and get them to let you use this vehicle in the meantime. However there could/would be additional costs. If the purchase involved finance then this could be problematic.

 

[Perfectos]

Hi L&C that doesn’t seem right, my experience is that some dealers will say pretty much anything to try and get out of a potential hole !

Try Hamid at sat Nav system Chertsey, They sorted an incorrect head unit for me and coded it to the vehicle, along with voice activation. Dealer approved

my Missing DAB function on discover media, I insisted the dealer put it right, had to point out that selling a vehicle with an advertised spec that was missing is in fact mis- selling and illegal !

Many of these dealers sign up for the ombudsman scheme, do your reasearch on the dealer, and don’t let them fob you off, insisting you get exactly the correct spec you paid for ( they advertised / you Ordered)

PM me if you would like to some more info on how I dealt with my issue.

You do have the right to reject the vehicle, but I suspect you would rather have it sorted at their cost.

Contact either:

Satnav Systems, Unit G, Argent Court, 175 Hook Rise South, Surbiton, KT6 7NL
Or
HazzyDayz days

Both know there stuff and will be able to advise what is and is not possible and costs

 

[L & C]

They are talking s#@t demand you get what you want and tell them they are not dealing with a local builders van. What dealer is this by the way?

Carr’s - Exeter

 

[L & C]

Thank you - we asked for app connect and auto dimming lights but got neither

 

[L & C]

Hi L&C that doesn’t seem right, my experience is that some dealers will say pretty much anything to try and get out of a potential hole !

Try Hamid at sat Nav system Chertsey, They sorted an incorrect head unit for me and coded it to the vehicle, along with voice activation. Dealer approved

my Missing DAB function on discover media, I insisted the dealer put it right, had to point out that selling a vehicle with an advertised spec that was missing is in fact mis- selling and illegal !

Many of these dealers sign up for the ombudsman scheme, do your reasearch on the dealer, and don’t let them fob you off, insisting you get exactly the correct spec you paid for ( they advertised / you Ordered)

PM me if you would like to some more info on how I dealt with my issue.

You do have the right to reject the vehicle, but I suspect you would rather have it sorted at their cost.

Contact either:

Satnav Systems, Unit G, Argent Court, 175 Hook Rise South, Surbiton, KT6 7NL
Or
HazzyDayz days

Both know there stuff and will be able to advise what is and is not possible and costs

Thank you

 

[Perfectos]

Your more than welcome.

It is important to notify the dealer that you are not satisfied with the “missing” items , be specific about everything that is not right and state that you will. Not accept the missing / incorrect spec.

Ask them, in writing to rectify each issue specifically and state that the vehicle is “not the specification you ordered or paid for”
Info from specialist will help disseminate the BS from truth. And confirm what is and is not possible (at a cost)

Do not accept anything other than a perfect result or serious compensation for the missing items.
You have the upper hand, although it may not feel like that.
You as a consumer have done nothing wrong, the onus is on the dealer ( whom your contract is with, not VW) to fully sort the issue to your satisfaction.
You just need to make them see the facts clearly and press them forcefully, succinctly but tactfully highlighting the reliant legislation in place to protect the consumer from mal practice and “mis-selling”

Go back to the beggining of the process and re-cap every “fact” in one communication, from first meeting to receiving the vehicle, detail why you are not happy with the vehicle / specification that has been provided vs what was ordered and expected.

It can be stressful, but it is important to go back to the start and state the facts from the begging in one communication, even if done so before, so that anyone else reading the latest communication for the first time will have all the facts in one place, and so they can see that what has been supplied is not correct and importantly has not been corrected fully.

The sale of goods act applies, as does various other bits of legislation specifically designed to protect the consumer from this exact scenario.
You do have rights to reject if the dealer fails to resolve the problems with the spec of the vehicle. There is a lot of resources on tinternet.
Ombudsmen will rule against a dealer, dealers sign up but don’t like the process!

As said previously, if you would like to discuss off forum PM me. I would be happy to go over the structure of how I approached the dealers brush off, particularly when they said it was impossible to sort and blaming VW factory etc.

 

[Blue Yonder]

After 8 months of “pillar to post” we have now been told by VW that our wrongly supplied basic audio unit cannot be replaced with app connect in our new Ocean! The dealership is offering to fit a Kenwood but we would have to have a microphone fitted on the windscreen post as they say there are no mics in our ocean? We have hands free! And we will have to have a sticker on the window which is an arial! Can this be right? We don’t have much faith in their explanation

Further to other advice offered by others on this forum do not let the Dealer threaten you with them having to "cancel your order and return your deposit" as the only solution to your issue and refusal to accept a compromised solution. The Dealer is in breach of contract in that they are failing to deliver the Van to your contracted specification. In such cases the party in breach of the contract (in this case the dealer) cannot resolve the issue by placing you in the position you were in before the contract came into existence (i.e. No van and your money paid returned). Don't let the Dealer to push you towards VW. It may be VW's fault but your contract is with the Dealer!

 

[Euge]

Worth giving Hazzy Dayz a call. They changed the media unit on my beach as the original should have had DAB but didn’t. They said something about the units being coded to the individual van but they were able to get the required info from VW to complete the changeover. Has worked fine since then.
Prior to that the dealer had tried to palm me off with a cheap fix saying there was no alternative.
Clearly not true.

 

[VW Guru]

Thank you - we asked for app connect and auto dimming lights but got neither

Hi @L & C can I ask what radio unit you have ? You say it’s a basic unit is it a composition colour or composition media? If it’s media then app connect can be retro fitted it just depends wether the usb is apple aproved or not if it’s not then it can be changed for a apple certified one even though vw uk day it cannot be I have done it several times I think from memory it’s just over £300 to get the app connect software and the usb changed ( I appreciate that the price is not of concern to you but I just thought I would add it). As for auto dimming lights are you referring to the automatic main beam dimming? If so then from the experience of many of my customers then you dodged a bullit most people ask for it to be switched off as it has a mind of its own.