Very unhappy with treatment by Ford dealership

Pixie4

Posted earlier on a different issue but just wanted to get opinions on this.

Long story short, I ordered a new car in Jan of this year and the salesman offered me the option of having a special "pack" on this car with added extras such as nicer alloys, tinted windows, alloy pedal etc etc....this pack would cost me an extra e1500 on top of the price of the car but if I were to price the bits individually they would cost a lot more so I went for this option. I had to wait 3 months for the car to be made and went to pick it up a few weeks ago.

Straight away I noticed the alloys were the bog standand ones, the alloy pedals were missing and the windows weren't tinted. I obviously pointed all this out to the salesman and he said "Well,you have other extras on it that you didn't expect" The thing is I asked for specific extras. Anyways he'd have to order the alloys etc and it would take a couple of weeks....not even an apology by the way. That was nearly 5 weeks ago now and I'm still waiting...he doesn't bother to ring me to let me know whats going on and its me who has to initiate all the contact...in fact when I rang him once again on Friday he told me the rims were "unique" and it was difficult to source then even though they come as standard on the new Ford Mondeo.

To add to my woes,some of the panels by the gearstick have popped out of place too.

As you can imagine I'm fairly cheesed off with the treatment I've been receiving from this salesman...I was really looking forward to enjoying my new car ..as an aside my father also bought a new car from this Ford dealership in January so between the two of us they have made over e40,000.

I suppose the question I'm asking is there anywhere I can go from here to get some satisfaction?? They are a well known Ford dealership.

All comments appreciated.

leeroybrown

If none of the specific extras that you payed for have been included then I'd suggest that you contact them tomorrow morning and request a full refund of the €1500. I wouldn't settle for anything less.

Also, get in contact with Ford Ireland about it and make an official complaint.

Seth Brundle

Pixie4 wrote: »

I had to wait 3 months for the car to be made and went to pick it up a few weeks ago.

Manufacturers cannot move the stock already made yet there is still a 3 month wait to get a new one???
Personally, I would ask for my money back and then go to a different dealer!
Can you PM me the name of the dealer as I know of one about to close in the coming days!

leeroybrown

It's worth noting is that if you're getting nowhere you have the option of a Small Claims Court action as the amount is less than €2000.

Also, much as I dislike the guy there's always the nuclear threat option of calling Moan Duffy. This is just the kind of thing that he loves to rabbit on about.

mickdw

He obviously just gave you a car that was hanging around somewhere. Did you actually accept it. I certainly wouldnt take it. I would want to discuss pricing with him again seeing as he was selling you a different car.

colm_mcm

I doubt there were many new model Fiestas in the particular trim and colour the OP wanted just lying around.

mickdw

colm_mcm wrote: »

I doubt there were many new model Fiestas in the particular trim and colour the OP wanted just lying around.

Where did it say it was a fiesta?
The car didnt have the required spec so why do you think there would not be a similar (but not correct) spec already built?

L1011

Might be time to go above his head:

Henry Ford & Sons Ltd.
Elm Court
Boreenmaana Road
Cork
021 4329290

Even Fiat Ireland (who's attitude to customers was "you bought the car, live with it" in the past) are now very helpful to customers with problems with dealers now...

Gumbo

i would not of accepting the car if it didnt have the options as ordered.
get your 1500e back, pay vision tint 200 for the tints you require, get a set of alloys for about 500 and a few bits and pieces including the alloy pedals for 100e and you have saved your self 700e!

colm_mcm

mickdw wrote: »

Where did it say it was a fiesta?
The car didnt have the required spec so why do you think there would not be a similar (but not correct) spec already built?

It's a new model Fiesta Zetec S - with extras. special order in this country I'd say.

http://www.boards.ie/vbulletin/showthread.php?t=2055545690

The market for 1.6 petrol superminis isn't exactly huge in this country.

mickdw

colm_mcm wrote: »

It's a new model Fiesta Zetec S - with extras. special order in this country I'd say.

http://www.boards.ie/vbulletin/showthread.php?t=2055545690

The market for 1.6 petrol superminis isn't exactly huge in this country.

Why the wrong car so? Surely the factory dont get things wrong. Did he order wrong? Did he sell options that were not available? Sounds odd to me. I would certainly chase him for the extra money you paid.

mikemac

leeroybrown wrote: »

Also, much as I dislike the guy there's always the nuclear threat option of calling Moan Duffy. This is just the kind of thing that he loves to rabbit on about.

Coming from a customer service background, you get to hear that threat at least once a day but nobody ever does it.
If you're going to say this to the salesman, at least follow through as I guarantee he will instantly dismiss you for that. He won't believe you for a second and you probably won't even be the first to threaten to go on the national airwaves that day

Now the small claims court is a different matter entirely.
The letter to Ford Ireland is a good idea too

leeroybrown

mikemac wrote: »

Coming from a customer service background, you get to hear that threat at least once a day but nobody ever does it.

I wasn't so much thinking of making the threat but more so of the OP actually calling him if the dealer and Ford Ireland didn't do something to sort this out. If they can't come to some kind of accommodation the dealer and distributor deserve the bad PR. I agree that making threats generally doesn't get you very far unless it's backed up by a solicitor. I probably should have been clearer.

mikemac

Ah that's cool leeroybrown, thanks for explaining

I've just gotten so used to people (99% women) telling me they would name and shame us "on the national airwaves".

I believed it once, not realy so much the hundreth time I was told this and it wasn't done.
Its seems Joe Duffy holds more power then an industry ombudsman in Ireland.

Pixie4

Thanks a million for all the comments. I am definitely going to send a letter to Ford Ireland whatever the outcome of my dealings with the garage and if all comes to all I would have no problem contacting some form of national media.

Just to clarify a few things-as colm_mcm said the car is a Fiesta Zetec S so I had to order one to be made. As it happens there was a Zetec in the garage which the salesman tried to flog to be but when I looked at it, it had the wrong spoiler on it (just the standard one that you'd find on the Style and Titanium) and there was nearly 100km on the clock. When I questioned it, it turns out it was one of the launch models from an exhibition the previous October so I wasn't too keen on that especially when he wasn't willing to knock anything off of it.

Could I realistically ask for a new car EXACTLY as I want it? I mean I have been driving the car under the assurance from the salesman that it would EVENTUALLY end up as I initially ordered it.

robtri

Pixie4 wrote: »

Thanks a million for all the comments. I am definitely going to send a letter to Ford Ireland whatever the outcome of my dealings with the garage and if all comes to all I would have no problem contacting some form of national media.

Just to clarify a few things-as colm_mcm said the car is a Fiesta Zetec S so I had to order one to be made. As it happens there was a Zetec in the garage which the salesman tried to flog to be but when I looked at it, it had the wrong spoiler on it (just the standard one that you'd find on the Style and Titanium) and there was nearly 100km on the clock. When I questioned it, it turns out it was one of the launch models from an exhibition the previous October so I wasn't too keen on that especially when he wasn't willing to knock anything off of it.

Could I realistically ask for a new car EXACTLY as I want it? I mean I have been driving the car under the assurance from the salesman that it would EVENTUALLY end up as I initially ordered it.

If this was me, I would do a couple of things....
Firstly stop driving the car and ring garage and ask to speak to owner or MD...
Two Ring Ford Ireland and request their help, follow up with letter...
three, call my solicitor...

And I would have all this done by 10am Monday morning....

Beta Ray Bill

Pixie4 wrote: »

Thanks a million for all the comments. I am definitely going to send a letter to Ford Ireland whatever the outcome of my dealings with the garage and if all comes to all I would have no problem contacting some form of national media.

Just to clarify a few things-as colm_mcm said the car is a Fiesta Zetec S so I had to order one to be made. As it happens there was a Zetec in the garage which the salesman tried to flog to be but when I looked at it, it had the wrong spoiler on it (just the standard one that you'd find on the Style and Titanium) and there was nearly 100km on the clock. When I questioned it, it turns out it was one of the launch models from an exhibition the previous October so I wasn't too keen on that especially when he wasn't willing to knock anything off of it.

Could I realistically ask for a new car EXACTLY as I want it? I mean I have been driving the car under the assurance from the salesman that it would EVENTUALLY end up as I initially ordered it.

The Guys on here have pretty much summed up what you have to do and I hope you have some Joy mate

but just to add

I do feel a bit sorry for car dealers @ the mo as generally nothing is moving.

However when I hear stories like this it really makes sick. I have have had/heard so many bad experiences in relation to the motor trade in this country it has put me off ever buying a car here. (although in saying that we don't really hear about the good ones. And I'm sure not everyone is like that but as the old phrase goes... once bitten twice shy!)

If I were you I would make this dealers life as difficult as you can. Ensure your letter to Ford Ireland is exceptionally strong worded. Ford Ireland will probably give you a Bullsh*t letter back in return. it may take your 3rd or 4th letter to make em realise that you are not going to go away. But keep the pressure on them

Gumbo

Pixie4 wrote: »

Thanks a million for all the comments. I am definitely going to send a letter to Ford Ireland whatever the outcome of my dealings with the garage and if all comes to all I would have no problem contacting some form of national media.

Just to clarify a few things-as colm_mcm said the car is a Fiesta Zetec S so I had to order one to be made. As it happens there was a Zetec in the garage which the salesman tried to flog to be but when I looked at it, it had the wrong spoiler on it (just the standard one that you'd find on the Style and Titanium) and there was nearly 100km on the clock. When I questioned it, it turns out it was one of the launch models from an exhibition the previous October so I wasn't too keen on that especially when he wasn't willing to knock anything off of it.

Could I realistically ask for a new car EXACTLY as I want it? I mean I have been driving the car under the assurance from the salesman that it would EVENTUALLY end up as I initially ordered it.

and dont forget to CC a copy of the letter to the MD of the dealership and also the sa;esperson you were dealing with.

smash

I'd also get in touch with SIMI.

Beta Ray Bill

kceire wrote: »

and dont forget to CC a copy of the letter to the MD of the dealership and also the sa;esperson you were dealing with.

Exactly... that's the make life difficult for the Dealer part! hehe

Pixie4

Once again thanks to all for replies

Robtri, I'm afraid that I cannot stop driving the car for the simple reason that I travel almost 50km to work each day and public transport isn't an option. As it is I have over 1500km clocked up already since I bought it.

Henry Ford III

I reckon you made a mistake accepting the car day 1 tbh. Your case has been greatly weakened because of that.

If extras that you paid €1500 for are not on the car, then you are entitled to a refund of that €1500.

My own view is anything over and above the spec. agreed that was included in error, is negotiable.

Colm, I suggest in the current economic environment a reasonably perky sporty 1.6 supermini with €156 a year road tax is desirable. Markets change as prices do. Who could have predicted the dominance of diesel before the VRT changes?

Darragh29

mikemac wrote: »

Its seems Joe Duffy holds more power then an industry ombudsman in Ireland.

Don't mention the war! :D:D

To be honest OP, I'd take the whole thing up with the person who owns the dealership and also with the salesperson. I imagine your main gripe at this stage is that the attitude you are getting seems to be very poor, considering the amount of money involved here...

Pixie4

mickdw wrote: »

Why the wrong car so? Surely the factory dont get things wrong. Did he order wrong? Did he sell options that were not available? Sounds odd to me. I would certainly chase him for the extra money you paid.

To be perfectly honest about it I don't think he was even familiar enough with the car. I had to point out that the spoiler was wrong on the demo car they had in the garage and that the alloys were the ones from the Style model. The extras were supposed to come as a "pack" in that you get a,b,c, and d for e1500. As it happens there are foldable electric sidemirrors on the version I got....an extra I did not order....so basically what he is saying is I should be happy that I got other extras on the car totally different to what I specifically asked for and make do.

EPM

Pixie4 wrote: »

To be perfectly honest about it I don't think he was even familiar enough with the car. I had to point out that the spoiler was wrong on the demo car they had in the garage and that the alloys were the ones from the Style model. The extras were supposed to come as a "pack" in that you get a,b,c, and d for e1500. As it happens there are foldable electric sidemirrors on the version I got....an extra I did not order....so basically what he is saying is I should be happy that I got other extras on the car totally different to what I specifically asked for and make do.

He's got some cheek. Sounds like you just got a car that was in the correct colour that was lying around and not an ordered car.

Demand a meeting with the salesman and manager, if no satisfaction comes from that, letter to Ford CC-ing the salesman and manager (CC the SIMI for the craic but nothing will happen). Solicitors letter than if no satisfaction

colm_mcm

So to clarify, you ended up with the launch model that you said you didn't want?

Pixie4

Well colm_mcm I had to good sense to take the chassis number off the launch model when I test drove it as I though that he might pull a fast one and try and off load it to me anyways when I asked that a new car be constructed. Also the windows were tinted on the launch model and the alloys and pedals were also on it.

Gran Hermano

Maybe I'm unique but there's no way I'd leave a garage with a car that was not the one I'd ordered.
By signing the paperwork and driving away it could be seen as you 'accepting' the wrong car.
Each day you drive it and each extra kilometre you clock on it I can't help think you're further
weakening your case.

Pixie4

I would absolutely agree with that Gran Hermano but my family and I have been dealing with this garage for nearly 15 years now...I bought my last car there-granted it was a pretty basic run of the mill car and would be nothing like the one I have now so wouldn't present with the same problems-but when I pointed out the problems on the new car, the salesman gave me his word that they would all be fixed....the contract I signed states the spec that should be on the car and the majority of it is visible so I really don't think that all hope is lost.....yet.

Gran Hermano

Pixie4 wrote: »

I would absolutely agree with that Gran Hermano but my family and I have been dealing with this garage for nearly 15 years now...I bought my last car there-granted it was a pretty basic run of the mill car and would be nothing like the one I have now so wouldn't present with the same problems-but when I pointed out the problems on the new car, the salesman gave me his word that they would all be fixed....the contract I signed states the spec that should be on the car and the majority of it is visible so I really don't think that all hope is lost.....yet.

Situation A
You arrive at the garage to collect your new car.
The spec is different and it's not the car you ordered.
You tell the salesman to sort it out and tell you when he has the car
you want to buy.Otherwise he'll also have a car on his forecourt without a buyer.
Salesman keen to close the deal - and help keep his job - sorts out the mess.
You get the car you want.

Situation B
You arrive at the garage to collect your new car.
The spec is different and it's not the car you ordered.
You tell the salesman you're not happy but you'll still complete the paperwork,
sort out the finance, get rid of your old car and drive
the new car home. Sales man assures you he'll look after you, but keep
driving your new car in the interim.

The problem with B above is the salesman has closed the deal, told his
boss he's hit his sales target and spent his commission. What's in it for
him to help you at this stage? His 'word'? The fact you bought a car
from them before and might buy a car from them in the future?
How does the salesman even know he'll have a job there when you're
next buying? You're counting on a sense of loyalty that doesn't seem there.
If he valued your custom so highly why would he let you leave the
garage in a car you were not happy with?

It's a lot easier getting someone to work for you when there's a nice
wedge of cash or a reward for them. I hope for your sake the sales
guy sees you as more than someone who paid for his last holiday/night
on the beer and now just annoying him.

Yes your situation sucks but I can't help think you gave up your best
bargaining power when you drove off the forecourt.

Pixie4

Fair enough Gran Hermano, I hold my hands up as I shouldn't have left there with the car unless I was 100% happy. I guess it was a case of taking his word for it with an added stupidity on my part.

EPM

Have you any update on whats happening anyway? Must be really annoying on a new car

leeroybrown

Unfortunately as Gran Hermano says your case is weakened by taken the car. They'll promise anything to get you to sign and leave with the car. That said, it doesn't mean that you shouldn't be able to get most if not all of your €1500 back. I wouldn't be losing any hope. At the end of the day the dealership has failed to provide the extras are listed on the spec and that they (dishonestly) committed to providing for the car.

Don't bother with the loyalty issue. Use the national distributor, SIMI and the courts if necessary to recoup your money.

Pixie4

EPM wrote: »

Have you any update on whats happening anyway? Must be really annoying on a new car

The only update I have so far EPM is that I haven't heard from the salesman since last Friday and am literally in the process of drafting a letter to Ford Ireland at the minute so they should have that by Thursday at the latest. Just as a pure matter if interest I called into another Ford dealership near to where I work and asked the salesman there how long it would take to order the alloys that were supposed to be on my car and was actuallt shocked when he told me that Ford don't even make them but have to source them elsewhere.....so the plot thickens....

colm_mcm

Is this "pack" mentioned in the brochures at all?

Pedals, tinted windows and bigger wheels are all available aftermarket.

tony n

definately by pass the sales man and go straight to the boss its the only way! the sales man is just spinning you a line! get what you paid for!

Padraig Mor

Pixie - address your letter to Ford Ireland to Eddie Murphy. He's Managing Director of Ford Ireland and lives in Cork so presumably works at the Boreenmanna Road address. Register it and mark it confidential - a secretary will still open it I'd imagine but it should reach his eyes.

VolvoMan

steve06 wrote: »

I'd also get in touch with SIMI.

I think you've suggested them before in a similar thread and we've already clarified this. SIMI are no bloody use and should be the last people to contact if you have any trouble with a car dealer. As far as they are concerned, they are only there look after themselves and nobody else.

ncmc

I don't think Ford Ireland will be a massive help to you either, at the end of the day the dealerships are owned independantly. Ford do have some input, but in a matter like this, I'm not sure they would intervene. Have you actually spoken to the dealer principle in the dealership? I would try him/her as well, maybe while you are waiting for a reply from Ford. He is the last port of call in the dealership and he will be able to reprimand the salesman. Let him know that you are taking your case to Ford Ireland when you talk to him.

robtri

there is only one person who can really help you..... SOLICITOR....