Incorrect spec

[HKQAC 2]

We've sold a Polo a few weeks back, advertised with a picture of "Bluetooth- audio source on". 

Now the customer is claiming it does not actually have Bluetooth, although it says this on the screen.  

Called VW and it actually doesn't have Bluetooth!  I don't know if anybody else has found this, but how infuriating for there to be a Bluetooth on button on an LED screen that does nothing.

 

Either way, the customer has expressed its "not fit for purpose"  

Customer wants us to sort it out.

What would be your approach to the situation?  VW want £275 +VAT to fit Bluetooth to the car.  

I suppose purchasing a £15 Bluetooth kit from Amazon is out the question...

I can understand the customers point of view, however how are second hand car dealers suppose to guarantee specifications on another companies second hand product? 

[MattR 177]

Its a big part of the decision for many people today - sometimes more important for them to be able to link the phone up than anything else.

Going forward, check before you sell it. Dealing with this one, unless you want to buy it back I think youve got to fix it. But you will probably find a carphone specialist or auto electrician who will do it for less than VW.

[Nick M.K. 574]

15 minutes ago, HKQAC said:

We've sold a Polo a few weeks back, advertised with a picture of "Bluetooth- audio source on". 

1) In your advertising does it say by you that it HAS Bluetooth?

2) In your talks with your customer did they ask and did you TELL them that it had Bluetooth?

3) If both above are YERS buy a Parrot Bluetooth kit from ECP for around £90, it's a much better kit that the one supplied with some Polos from the factory!

*both above are YES

[SC Derby 259]

Parrot is the way forward here (as above), we had same on a Fiesta and it worked out loads cheaper and customer happy.

[BHM 994]

Sorry, I’m with the customer on this one. The car has been incorrectly advertised which has resulted in a customer being mislead.

Take no shit, either offer to put a Bluetooth kit in or refund, no compensation, no VW main dealer charges. Any reasonable person will see how the mistake’s been made & they won’t want to hand back the car.

[HKQAC 2]

Yes definitely moving forward we're going to have to pair our phones to test it before advertising, a bit of a pain but better than this. 

40 minutes ago, Nick M.K. said:

1) In your advertising does it say by you that it HAS Bluetooth?

2) In your talks with your customer did they ask and did you TELL them that it had Bluetooth?

3) If both above are YERS buy a Parrot Bluetooth kit from ECP for around £90, it's a much better kit that the one supplied with some Polos from the factory!

*both above are YES

They never even asked if it had Bluetooth, but you cant blame them for assuming the same as I do when it says on the screen!  

That's probably the best scenario, aftermarket kit or refund.

Thanks guys

[Blenheim Car Sales 111]

is this buyers remorse now they had a  good look over it, inspected it further driven it 400 miles ect ect and 2 weeks later they then tell you this issue ??    

 

you link your phone up on the  pitch before even drive away, its been 2 weeks ???

 

as already mentioned i always link a phone up on a car to check if it does have  connectivity and also so you can show its able to pair and connect during a demo

[EPV 631]

I connect my phone to every car that I retail, it’s a good little demonstration during the test drive that it works 

[Nick M.K. 574]

6 minutes ago, EPV said:

I connect my phone to every car that I retail

Same here but for my benefit for the 30-40 mile journey back from Blackbushe. 

[James01 21]

"They never even asked if it had Bluetooth, but you cant blame them for assuming"

I personally would not be offering a refund. If you didn't say or advertise it had Bluetooth but you both assumed it had it then it's a simple mistake that the customer has to take some responsibility for.

As said above offer to fit a parrot as a goodwill gesture. 

[James01 21]

If they really kick up a fuss then you can always show them the spec disclaimer at the bottom of every auto trader advert.

Job done. 

[Nick M.K. 574]

40 minutes ago, HKQAC said:

They never even asked if it had Bluetooth, but you cant blame them for assuming the same as I do when it says on the screen!  

That's probably the best scenario, aftermarket kit or refund.

Thanks guys

This is very important! 

You didn't advertise Bluetooth, they didn't ask specifically and CRA states that a car needs to be fit for a SPECIFIC purpose. If they had said "We want Bluetooth" and you had written or said "Yes it has Bluetooth" you are in breach of CRA. In this case however it is not your responsibility. 

I would offer to fit a system for them if they agree to split the cost with me as a pre-Christmas gesture of goodwill. Around £100 should get the job done, £50 each it's hardly the end of the world and certainly not the end of this deal. 

[Stalker 180]

How do you know it’s not the customer that is either thick and can’t pair it properly or even if their phone is incompatible? 

[Tony F 38]

55 minutes ago, EPV said:

I connect my phone to every car that I retail, it’s a good little demonstration during the test drive that it works 

Just make sure you dont answer your phone on a test drive and get a rucker blaring out over the car speakers

[HKQAC 2]

34 minutes ago, James01 said:

If they really kick up a fuss then you can always show them the spec disclaimer at the bottom of every auto trader advert.

Job done. 

That's interesting didn't see that on Autotrader.

 

22 minutes ago, Nick M.K. said:

This is very important! 

You didn't advertise Bluetooth, they didn't ask specifically and CRA states that a car needs to be fit for a SPECIFIC purpose. If they had said "We want Bluetooth" and you had written or said "Yes it has Bluetooth" you are in breach of CRA. In this case however it is not your responsibility. 

I would offer to fit a system for them if they agree to split the cost with me as a pre-Christmas gesture of goodwill. Around £100 should get the job done, £50 each it's hardly the end of the world and certainly not the end of this deal. 

This is my thinking, however you know what customers are like.  "well you've got a picture saying Bluetooth" So I've sympathised with him, and I'll send him an email formulating the key points.  I think we are in a grey area, and likely we're both to blame but fingers crossed he'll settle for a parrot kit.

If he wants anymore than that, I think just refund.  Sometimes these customers aren't worth the stress, just find another who's not such a nightmare to deal with.

11 minutes ago, Stalker said:

How do you know it’s not the customer that is either thick and can’t pair it properly or even if their phone is incompatible? 

This is what I was thinking initially, but VW looked it up and definitely doesn't have it.

[EPV 631]

6 minutes ago, Tony F said:

Just make sure you dont answer your phone on a test drive and get a rucker blaring out over the car speakers

Brilliant! 

[Contracts 68]

From memory any Polo made before the latest one (2017 onwards) had a BURY CC9068 kit rebranded to VW fitted to the dashboard.  I am sure you could pick up a used one and get it fitted for under £150

[Stalker 180]

1 hour ago, HKQAC said:

 

This is what I was thinking initially, but VW looked it up and definitely doesn't have it.

Your assuming it wasn’t done at the factory, it may have been retrofitted since manufacturing, therefore wouldn’t be on their list. 

[Nick M.K. 574]

1 hour ago, HKQAC said:

well you've got a picture saying Bluetooth

Most Mercedes after 2011 have a button next to the audio unit saying NAV. 

On some of them when you press it it says No Navigation Module Connected. Requires a separate optional unit which was £400, used for around £140. The customers can not assume the car has NAV just because it says NAV on one of the buttons! 

[David Ayers 171]

12 minutes ago, Nick M.K. said:

Most Mercedes after 2011 have a button next to the audio unit saying NAV. 

On some of them when you press it it says No Navigation Module Connected. Requires a separate optional unit which was £400, used for around £140. The customers can not assume the car has NAV just because it says NAV on one of the buttons! 

Most Vauxhalls have a button saying "phone" on the radio and a voice symbol on the steering wheel. All they do on most of them is mute the audio.

[have a word with the wife 299]

If you had taken a picture of the tyres, and those tyres werent the ones you sold the car with then they have reason to moan, you put a pic of bluetooth and its exactly the same thing, sorry but i believe you need to put this right as cheaply as possible with a smiley explaination.

3 hours ago, Tony F said:

Just make sure you dont answer your phone on a test drive and get a rucker blaring out over the car speakers

[Mojo121 229]

5 hours ago, HKQAC said:

 

Either way, the customer has expressed its "not fit for purpose"  

 

BIG LOL.

I'm siding on the Parrot solution.

3 hours ago, HKQAC said:

 

If he wants anymore than that, I think just refund.  Sometimes these customers aren't worth the stress, just find another who's not such a nightmare to deal with.

 

Don't forget - minus usage 

[Arfur Dealy 823]

I think this one is straightforward, if your advert misleads the billy then you would of thought they would have contacted you immediately. The buyer has the responsibility on collection to check and confirm the vehicle was accurately described. But, IMO if your advert says it has bluetooth then it should, or is it bluetooth prepared (if there is such a thing) you should have made the billy fully ware prior to purchase it wasn't fitted, the ownership is on you as the pro to know what produc you are selling. Simply offer to pay for VW, or alternatively a better more modern cheaper parrot product and get them out of you life, that's what I would do......

[Del Boy 76]

The speedo says 150mph, doesn’t mean it can do it! 

[stockedup! 63]

If you aint advertised it with Bluetooth and made no reference to it when presenting the car then surely there isn't a legal case under CRA. Having said that if £150 will sort it out I would do it for them if they have paid screen price and been good to deal with.