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Robinsons VW Van Centre Peterborough

Perfectos

Perfectos

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1,101
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Hertfordshire
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T6 Beach 150
Your contract is with the dealer, legally, let them know that. They will blame th3 factory, which is irrelevant, your contract is with the dealer.

Let them know why you consider that they are specifically at fault for allowing a vehicle to pass their multiple inspections and they are in breach of the contract you made with them to supply goods of a reasonable quality, a quality which has now been accepted to be substandard for a premium vehicle (costing £50k + ? )

Let the dealer sort out the costs they may have incurred with VWUk / GmbH.

What, how why you have ended up with faulty and substandard goods is not your concern.

You are the wounded party, through no fault of your own.

Express your dismay at the time this has taken from your initial report, and the prevarication on the part of the dealer and the fact that through no fault of your own you feel it unacceptable for a the dealer, backed by a huge worldwide organisation like VW that you as the paying customer are being left with “all cost” to be borne by yourself.

Escalate this within the dealer business as high as possible and let them know you will go legal if this is not sorted out to your satisfaction, I.e full refund or replacement vehicle to the same or higher specification.

The fact that this vehicle has been accepted by VWuk as faulty and beyond repair is your main point and should be the basis of your case.
VWuk will let the dealer try to close this case, the dealer has a case with VWuk, which is not your concern. Your contract is with the dealer it is the dealer who Must settle this with you, as far as I know the dealer cannot make you accept terms that are bias toward them, otherwise this is classed as unfair contract ! (Head you lose tails I win ! ) courts would look very dimly on this type of practice.

Is the dealer part of an ombudsman scheme, threaten that you will invoke this, which will cost the dealer, not you, and will add to the pressure on the dealer as they are bound by the ombudsman scheme they sign up to.

This may be being dealt with at a lowly position within the business to keep it hush hush ? The dealer will have been paid a commission to sell the van in the first place, there was profit associated with the sale for all concerned from the factory to the dealer the ticket price is not the cost to the manufacturer, VWuk and the dealer. Insist you personally speak to the management.


State that you are being left without a vehicle, not even a loan vehicle.

State that this is a high end vehicle with a cult following and the choice to buy one was an emotional process that has been totally sullied by the whole process and poor quality product received by yourself, let alone the stress this is and has caused you, now coupled with a financial penalty.

U.K. law is set to protect the consumer from these exact instances, get some of the free advice available.

You are going to have to battle this out, it is important to state all the facts In One clear and unequivocal communication, so as if this is presented to a third party, they can read one document and have a full understanding of the facts and that the costs for the failure of the various VW businesses, on multiple occasions are now being borne by you.

If all else fails, Present yourself at their show room on a Saturday, with the van an a sign inviting potential customers to discuss your experience with this dealer !

Do not be fobbed off easily, this is what the dealer wants and will use all twists and turns to get that vehicle back from you at no cost to themselves!

Remember you bought a bespoke high end vehicle in good faith on the express promise (contract) that the vehicle supplied to you would be “high quality, fit for purpose, reasonably free from manufacturing defects and of an acceptable quality commensurate with what you paid for a brand new vehicle and were expressly told you would receive”?
Has the dealer stuck to their “express” and “implied” contract ?
Has the dealer offered a “reasonable “ resolution so as to limit your loss and provide you with a replacement?
Has the dealer acted in your best interest at any stage ?

Mistakes happen it how they are dealt with that are a mark of a good company
 
Perfectos

Perfectos

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Hertfordshire
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T6 Beach 150
Hi CD
A very very important part of this whole sorry saga is did you buy the van with any sort of finance or indeed use a credit card for any part of the order including the deposit?

This may be a an issue that works heavily in your favour if you did use either method to make any part of the payment ( even £100) ?
 
flying banana

flying banana

T6 Ocean 204ps manual
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1,534
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doncaster
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T6 Ocean 204
I feel for you mate. I remember how excited you were when I met you at the VW show in Doncaster. I wouldn't let it put you off and would suggest the 2nd hand market. might not be the exact spec you want but there are some great beaches for sale at the moment with very little mileage on them. good luck
 
Rich20

Rich20

Living the dream
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872
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T5 Beach
There is no way you should be out of pocket for this fiasco. you must dig deep and stick by your request for a full refund. This dealer is doing themselves no favours amongst the good people in this club. Why would anyone want to buy from a dealership that only wants to look after its own pocket rather than provide its customers with world class service. I do hope you get an outcome in your favour.
 
Cloud Dodger

Cloud Dodger

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107
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South Yorkshire
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T6 Cali On Order
I feel for you mate. I remember how excited you were when I met you at the VW show in Doncaster. I wouldn't let it put you off and would suggest the 2nd hand market. might not be the exact spec you want but there are some great beaches for sale at the moment with very little mileage on them. good luck
Cheers, already keeping an eye out for a possible replacement. The rejection is happening it's just down to numbers now.
 
Amarillo

Amarillo

Tom
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Royal Borough of Greenwich
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T6 Beach 150
There is no way you should be out of pocket for this fiasco.
He has had 3 or 4 months use of a California and clocked up some 3000 miles, some of which would be going to and from the dealer, but it should not be an expectation that the dealer will pay the full cost of those 3 months and 3000 miles.
 
Perfectos

Perfectos

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Location
Hertfordshire
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T6 Beach 150
He has had 3 or 4 months use of a California and clocked up some 3000 miles, some of which would be going to and from the dealer, but it should not be an expectation that the dealer will pay the full cost of those 3 months and 3000 miles.
I disagree strongly, if you bought a TV, used it for three months, reported a problem soon after purchase, but it took the supplier 4 months to acknowledge the problem should you expect an exchange or full refund !
You wouldn’t expect the supplier to say, we’ll you've had the tv for 4 months let’s deduct £200 from what we owe you, despite us admitting the fault is not of your making ?
The dealer makes a profit from the sale, only if they keep to their side of the contract !
 
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Rich20

Rich20

Living the dream
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T5 Beach
He has had 3 or 4 months use of a California and clocked up some 3000 miles, some of which would be going to and from the dealer, but it should not be an expectation that the dealer will pay the full cost of those 3 months and 3000 miles.
I get that but had the dealer done their job in the first place and properly checked the vehicle at PDI then the problem would not have got this involved. It is their error and therefore they must carry the can. They in turn could have rejected the vehicle from VW.
 
Rich20

Rich20

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Taken from the Autotrader website:

The Pre-Delivery inspection (PDI) is the final check carried out by the dealer on a car before they hand it over to you. As part of the process, you should receive a certificate to guarantee that the inspection has been carried out and that there are no problems. If you don’t, then insist on receiving it before you take delivery of the car.

Exactly what’s included in the PDI will vary from make to make, but essentially it’s a complete and thorough examination of every aspect of the car, from the exterior panels to the interior, mechanical parts and electrics. A brief road test is also included, and if there are any minor problems, they will be fixed there and then. More major problems will be passed on to an appropriate specialist.

At the same time, the fluid levels will be checked and the car’s number plates put on. What it all means is that, when you take delivery of your car, it should be problem-free and in perfect working order.
 
Cloud Dodger

Cloud Dodger

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107
Location
South Yorkshire
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T6 Cali On Order
He has had 3 or 4 months use of a California and clocked up some 3000 miles, some of which would be going to and from the dealer, but it should not be an expectation that the dealer will pay the full cost of those 3 months and 3000 miles.
Hi Amarillo - Your comments sound reasonable, until you understand the sequence of events:

1st November (Official collection - abandoned due to seat fault)
5th November (Vehicle delivered to me seat fixed)
4th December (First paint defect reported *@ approx 900-975 miles)
6th January (Dealer eventually collected vehicle for inspection - 33 days after paint defect reported)
etc etc etc

The *only* reason the mileage increased, is we did *exactly* what the dealer asked us to do with regards to inspections etc. The dealer chose not to get the vehicle into their bodyshop for inspection for nearly a month after we reported the first paint defect.

The initial delay as now snowballed into the situation the dealer created. We did not frustrate or refuse to let them have the vehicle, they chose where, when and how events would progress. We did what the dealer requested of us.

I am not going to stop driving the vehicle because the dealer was dragging their feet and trying to frustrate the inspection and rejection process.

Hope this helps.
 
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BeagleMum

BeagleMum

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Messages
339
Location
Wirral
Vehicle
T6 Beach 150
I take it the dealer doesn’t want to sell another California to a users of this forum ?

You will have to argue your rights and importantly the morality of this with the Dealer. Do not accept or let the vehicle go out of your ownership until you have a full resolution.
Maybe some one like Watchdog etatal would like to take the case on ?

Why should this cost you a penny, you are the harmed party as a result of VW direct actions and failure to produce a product of acceptable standard, then by allowing the defective product to leave the factory, them by failing to inspect th3 v3hicle properly at the Dealer during their acceptance procedure, then failing to identify the numerous faults during preparation for sale.
Or did VW just ignore this fact knowing that some poor punter would have a load of grief, only to be told they now have to pay for VW issue of their own making.
I suggest a conversation with trading st@ndards and the ombudsman scheme that I have no doubt this dealer signs up to.
It disgusts me the contempt for th3 customers
Have VW offer any alternatives ?

Tell VW that you have a Holiday booked that you will be taking the vehicle, this tends to get their attention as they are liable for your loss.

I suggest to type up the whole sorry saga in one long long email, recording every fact and date, noting particularly the dates you reported items and the deals and prevarication on the part of VW include the dates you have not been able to “use and enjoy” the vehicle. State your legal rights and refuse to settle for anything less than a full refund and some good will on the part of VW.
I would let the dealer and VW know that you are an active member of this forum and you are aware of the full UK law relating to the sale of goods, the fact that The dealers prevarication resulted in you having no other option but to use the vehicle, their deliberate actions and failure to act in your best interest has caused this issue not you. (From factory to sale). Faulty goods are faulty goods and require a full refund. Full being the full cost you handed over to the dealer, the same dealer who failed to act reasonably by inspecting the vehicle appropriately before releasing the faulty goods to your ownership, despite advertising that they carry out a 140 point quality / safety check prior to hand over !
Excellent advice, this whole saga is disgraceful, shame on you VW
 
Neilos

Neilos

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Messages
90
Location
Cambridge UK
Vehicle
T6 Beach 150
Our van was ex ex demo so not directly applicable. But, it was delivered with paint damage, the damage had occurred at some time since I viewed it and they delivered it. To be fair they offered a repair and did it within a week. When it came back I cast a critical eye over it and I could not tell the difference. Dealer claimed he hadn’t noticed it. Not sure I believed him.

That’s starlight blue too which shows every mark, scratch and appears different depending on the light.

So there is an argument to say, let them repair it, argue for some compensation whilst at it. And then move on and enjoy the van and never take it back to that dealer again!

Just a thought, sometimes life’s just a bit short. You could be arguing this out for months. They can’t offer you a new beach. If they could I’d say haggle for that but that isn’t going to happen.

They are great vehicles even if the dealers are negligent.


Sent from my iPhone using Tapatalk
 
Amarillo

Amarillo

Tom
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Royal Borough of Greenwich
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T6 Beach 150
Hi Amarillo - Your comments sound reasonable, until you understand the sequence of events:

1st November (Official collection - abandoned due to seat fault)
5th November (Vehicle delivered to me seat fixed)
4th December (First paint defect reported **@ approx 900-975 miles)
6th January (Dealer eventually collected vehicle for inspection - 33 days after paint defect reported)
etc etc etc

The *only* reason the mileage increased, is we did *exactly* what the dealer asked us to do with regards to inspections etc. The dealer *chose* not to get the vehicle into their bodyshop for inspection for nearly a month after we reported the first paint defect.

The initial delay, as now snowballed into the situation the dealer has now created. We did not frustrate or refuse to let them have the vehicle, they chose where, when and how events would progress. We did what the dealer requested of us.

I am not going to stop driving the vehicle because the dealer was dragging their feet and trying to frustrate the inspection and rejection process.

Hope this helps.
I'm not denying that the dealer has behaved appallingly. However, compensation should be assessed according to loss, in assessing that loss, there seems no legitimate reason to reward you with three months/3000 miles free use.
 
Perfectos

Perfectos

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Location
Hertfordshire
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T6 Beach 150
Strange choice of words Amarillo, I would hardly call the emotional stress and a 2K deduction for a severe cosmetic problem not of the third parties making,a “reward”!

The “value” of the vehicle is impaired by the fact that the poor factory paint finish detracts from its value, ( new or used ) had this vehicle come to the open market as an in stock vehicle, I have no doubt the dealer would have either reduced the cost of had difficulty selling it, as by the very nature it is faulty.
let alone the long term issues with potential roof corrosion that may result from the poorly applied factory paint.

So much for the famed depreciation and Exceptional VW service eh.

Your inability to grasp this situation amazes me, Let’s hope you are never in a situation like this, on the basis the dealer states the 2K deduction, your vehicle must be near worthless with the miles you’ve covered and all the wear on tear ?

I’m sure if your vehicle was damaged by a third party, and repaired poorly you would argue that the paint should be corrected without cost to yourself and any loss in value, because of the poorly applied paint?

The loss to the third party is tangible in finding and replacing a factory ordered vehicle, let alone the stress.
The potential loss to the dealer is negligible when compared to the third party, as they will have the full reimbursement from VW (excluding profit) that’s what this really comes down to, the dealers profit, or loss of profit, the dealer is trying to justify the deduction based on normal usage of the vehicle whilst they sort this mess out, in their time frame,
The dealer must take responsibility for their many failings on numerous occasions.
Why should the buyer foot the bill for the ineptitude of the dealer ?
 
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Amarillo

Amarillo

Tom
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Royal Borough of Greenwich
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T6 Beach 150
Strange choice of words Amarillo, I would hardly call the emotional stress and a 2K deduction for a severe cosmetic problem not of the third parties making,a “reward”!
I'm looking at it from a detached point of view. A court would only take into account financial loss.

Somehow the OP has to find a way to draw a line under the matter, and if he looks it it purely from a financial view and detach himself emotionally it will be far easier for him to eventually accept a solution.

Your inability to grasp this situation amazes me, Let’s hope you are never in a situation like this, on the basis the dealer states the 2K deduction, your vehicle must be near worthless with the miles you’ve covered and all the wear on tear ?
I hope I have a solid grasp of the deduction on which I expressed a view. It is not about emotion or judging right from wrong, it is purely about financial loss.

The deduction I thought was reasonable was ~£750 for mileage. I made no comment about the ~£1300 for the first registration, I did not sufficiently understand the possible justification for such a deduction.
 
W

Wondering Star

Messages
81
Location
Cambridgeshire
Vehicle
T6 Beach 150
Purchased our van from Robinsons last year, after reading this sorry saga I will not be returning.
Service due shortly so will use Bury St Edmonds.
What price is your reputation worth, more than £2000.00 I think!
 
BeagleMum

BeagleMum

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339
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Wirral
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T6 Beach 150
Purchased our van from Robinsons last year, after reading this sorry saga I will not be returning.
Service due shortly so will use Bury St Edmonds.
What price is your reputation worth, more than £2000.00 I think!
We nearly bought from Peterborough, glad we didn’t, this dreadful saga is disgraceful.
 
Cloud Dodger

Cloud Dodger

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107
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South Yorkshire
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T6 Cali On Order
The deduction I thought was reasonable was ~£750 for mileage. I made no comment about the ~£1300 for the first registration, I did not sufficiently understand the possible justification for such a deduction.
The £1335 is to do with the road tax, reg fee etc. The dealer says I need to reclaim the tax from DVLA. I called DVLA and asked how much of the £1335 can I claim back. They said it was only a proportion of the £450 road tax and not a percentage of the £1335.

Hope that helps.
 
Amarillo

Amarillo

Tom
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T6 Beach 150
The £1335 is to do with the road tax, reg fee etc. The dealer says I need to reclaim the tax from DVLA. I called DVLA and asked how much of the £1335 can I claim back. They said it was only a proportion of the £450 road tax and not a percentage of the £1335.

Hope that helps.
Disregarding the deplorable way you have been treated, what do you think would be a reasonable deduction from your costs associated with the purchase for the use you have had of the vehicle?
 
Rich20

Rich20

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Disregarding the deplorable way you have been treated, what do you think would be a reasonable deduction from your costs associated with the purchase for the use you have had of the vehicle?
It might be worth factoring also the cost of the
PDI check that was not done to a satisfactory standard. It will be hidden in the “on the road” costs somewhere
 
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