I went to collect my new Eos on Friday (8th June), and as I was pulling onto the forecourt I was greeted by my sales person with some bad news – she had just reversed my new Eos into another vehicle while parking it on the forecourt ready for handover!
Fortunately the damage was only cosmetic scratches to the rear bumper, however I demanded a replacement vehicle. The sales manager came outside to support his colleague (who was now in tears!), and said that the damage did not warrant a replacement vehicle, and if I was to get a replacement it would not be until February 2008!
He said I could come back at the end of the day and the damage would be fully repaired, and as a gesture of goodwill he would give me a tank of fuel when this tank had run out. I could not believe that I was being offered around £50 worth of fuel as compensation for a damaged Eos and my plans for the day ruined! Or alternatively he could refund me my deposit and I could walk away from the deal.
I agreed to come back at the end of the day once I had time to reflect on my options and see the finish of the repair.
Once I got home I phoned VW Customer Services and explained the situation. They made contact with the sales manager from the dealer to try and find an amicable resolution. Several phone calls later, it became apparent that I was not entitled to a replacement vehicle. VW explained that a high percentage of vehicles have body panels and components replaced or repaired prior to delivery to the customer due to damage caused during transportation, and the customer normally never finds out. They explained that it was just unfortunate that the damage was caused 2 minutes before I arrived at the dealer and there was not sufficient time for them to repair it.
I returned to the dealer at the end of the day, and my Eos was back on the forecourt minus the scrapes and scratches on the bumper – you would never have known what had happened only a few hours earlier!
My sales person came out and asked me to go to the boardroom for a meeting with the sales manager to discuss what I wanted to do (I don’t think they wanted me to cause a commotion in the showroom). I accepted that accidents happen (I still could not understand how she backed it into another vehicle when it has parking sensors!), however I reiterated that £50 worth of fuel is not sufficient compensation for the inconvenience and disappointment caused. The sales manager said that any compensation would have to come out of the sales person’s salary and she was already having to pay for the damage caused to the two vehicles! I felt like he was making me feel guilty for what had happened!
Anyway, after a heated debate, I walked away without having to pay the fee for my cherished number plate transfer, some accessories, and another tank of fuel. I also requested that the bumper is replaced with a brand new one, even though the bumper had been repaired (don’t know if there is any hidden damage beneath the surface!). The car will also be fully valeted when it goes in for its replacement bumper.
On reflection I was disappointed with what had happened on the day of collection, however overall the dealer has been very good to me. I can’t really complain, as they gave me close to a £3000 discount on a vehicle that most dealers won’t discount (this was before the accident!).
The fantastic weather the UK has had this weekend, has also helped me forget about what happened, and I am loving driving the Eos around. I didn’t realise what a head turner it was.
Hopefully nobody else experiences what I experienced when collecting my Eos!
Fortunately the damage was only cosmetic scratches to the rear bumper, however I demanded a replacement vehicle. The sales manager came outside to support his colleague (who was now in tears!), and said that the damage did not warrant a replacement vehicle, and if I was to get a replacement it would not be until February 2008!
He said I could come back at the end of the day and the damage would be fully repaired, and as a gesture of goodwill he would give me a tank of fuel when this tank had run out. I could not believe that I was being offered around £50 worth of fuel as compensation for a damaged Eos and my plans for the day ruined! Or alternatively he could refund me my deposit and I could walk away from the deal.
I agreed to come back at the end of the day once I had time to reflect on my options and see the finish of the repair.
Once I got home I phoned VW Customer Services and explained the situation. They made contact with the sales manager from the dealer to try and find an amicable resolution. Several phone calls later, it became apparent that I was not entitled to a replacement vehicle. VW explained that a high percentage of vehicles have body panels and components replaced or repaired prior to delivery to the customer due to damage caused during transportation, and the customer normally never finds out. They explained that it was just unfortunate that the damage was caused 2 minutes before I arrived at the dealer and there was not sufficient time for them to repair it.
I returned to the dealer at the end of the day, and my Eos was back on the forecourt minus the scrapes and scratches on the bumper – you would never have known what had happened only a few hours earlier!
My sales person came out and asked me to go to the boardroom for a meeting with the sales manager to discuss what I wanted to do (I don’t think they wanted me to cause a commotion in the showroom). I accepted that accidents happen (I still could not understand how she backed it into another vehicle when it has parking sensors!), however I reiterated that £50 worth of fuel is not sufficient compensation for the inconvenience and disappointment caused. The sales manager said that any compensation would have to come out of the sales person’s salary and she was already having to pay for the damage caused to the two vehicles! I felt like he was making me feel guilty for what had happened!
Anyway, after a heated debate, I walked away without having to pay the fee for my cherished number plate transfer, some accessories, and another tank of fuel. I also requested that the bumper is replaced with a brand new one, even though the bumper had been repaired (don’t know if there is any hidden damage beneath the surface!). The car will also be fully valeted when it goes in for its replacement bumper.
On reflection I was disappointed with what had happened on the day of collection, however overall the dealer has been very good to me. I can’t really complain, as they gave me close to a £3000 discount on a vehicle that most dealers won’t discount (this was before the accident!).
The fantastic weather the UK has had this weekend, has also helped me forget about what happened, and I am loving driving the Eos around. I didn’t realise what a head turner it was.
Hopefully nobody else experiences what I experienced when collecting my Eos!
