ARSENALGUNNER

Service was due in in 2 months or 3k miles whichever came first, no service light but on our PDI we note these so we know customers will negotiate on future expenses. The rear brake pads were 8-9mm notes on the PDI and again both the service and pads would of been but the customer was eager to get into he car, lives over 200 miles away so we wrapped the deal up. No light was on for the pads and the service count down wasn't even displayed so its not a case of these required immediate attention. We don't service in-house as all our vehicles have main dealer history. All cars are road tested, there always on the ramp when being PDI'd and we use the lawgistics pdi check list to ensure everything done with proper readings. We don't cut corners it's just this customer was eager to get into this vehicle that was fresh into stock. Either way we will deal with it accordingly, these things happen often for some dealers but like I've mentioned before this is the first time we've had something like hence coming on here.

Thanks, really helpful and supportive advice. We have the car booked in at VW for Monday so will see what they say. Is there anyway of having the ECU read to see how the cars been driven over the last 2 weeks? It would be helpful if theres some recording of the speeds and how many times launch control has been engaged etc as this would make us more determined to fight the case but on the flip side if it was driven perfectly fine we will pay for damages and return to customer. Can the finance company demand the deal to be unwound without us having the chance to repair? We've sold over 2000 cars and never had this issue, all sports and performance vehicles mainly within warranty so its all a dark area when things like this happen! ACE seemed very determined I should fight it from the conversation I had with them but not sure if there just wanting me to book with them... Wish I had signed up with Lawgistics before just to have some clarity on situations like this, I believe they'll be charging more because we have an ongoing case according to a friend in the trade.

My only concern is the customer going down the rejection route and his finance company actioning debt recovery? I've never been in this situation, the customer arranged his own finance through a broker so not sure what would happen... Pads £200 and service £350, we allowed £1000 off... I’ve spoken with ACE today and explained the situation and they agree this neglect from the customer isn’t acceptable. My plan is to have the car diagnosed by Volkswagen and then have ACE come out and carry out their independent report then assess the situation from there. Part of me is thinking to bite the bullet and accept the loss (potentially 3-6k) or fight it...

Your right, I'm just going to bite the bullet and get it sorted. Thank you for your help and time guys.

Agree with what your saying totally and we aren't one from shying away from a problem but the fact hes driven over 200 miles knowing there's an issue has really annoyed me. Thank you for your input, never had to raise a case like this so a huge learning process. Customer has obviously been launching and thrashing the car by the sounds of things , I'm just worried that a seal/gasket repair has now become a gearbox/diff replacement issue.

The pads were still ok for 2-3000miles and the discount covered the replacement which he had done as advised.

Thanks for your advice and I will be calling Lawgistics. The customer has covered over 250miles after Volkswagen telling him about the oil leak which is confirmed via his service invoice and from us collecting his vehicle on a tow truck. We advised him verbally not to drive the vehicle and Volkswagen stated the same but he's ignored the instruction. My thoughts are to have an independant mechanic http://www.ace-uk.org to give a report on the vehicle as we know the oil leak wasn't present at point of sale. We know the oil leak wasn't there at point of sale as it has been road tested and left in our showroom (tiled floor). Pre delivery check was done on the vehicle and customer was advised the only thing flagged was the brake pads needed changing but he asked for this to be deducted from the price which we did. What do you guys think? Customer arranged his own finance through his broker... We've never had a situation like this and would never of got our back up if he didn't drive it after the leak was discovered.

Hi guys, We recent sold a vehicle which was advertised with a remap and advised the customer manufactures warranty would be void against the engine/transmission but we would warrant the vehicle. 2 weeks into ownership the customer sent the car in for a (20.08.19) service and a significant oil leak was discovered around the gearbox/diff area and was booked in for investigation 2.9.19. We advised the customer we would be on hand to help once diagnosed and advised the customer not to drive the car as it would cause further problems. It now transpires the customer has continued to drive the car and it has now developed a further noise which i assume would of been related to the transmission/diff. The vehicle is now being transported back to our place (250miles away) and we will investigate further. My issue is although we are willing to help with the situation should we carry out the repair which the customer may of potentially made worse due to driving it with the oil leak? The manufacture advised him it needed urgent investigation and he also had oil on his drive but ignored this along with our command to not drive the car. Any advise would be greatly appriciated