AWBU to expect Vauxhall to do something to rectify their massive cock-up?

[maxpower]

My friend ordered a c£30k car from Vauxhall. It arrived at the garage about a week ago and she was due to pick it up at the end of this week. She got a phone call from the dealer last night to tell her that they've built the wrong car! They've built a manual despite the fact that she clearly ordered an automatic. This means she can't drive it. There are no other same spec cars available so the dealer has basically said we'll order you another one - should be ready in 7 months !!! . Apparantly, despite the fact that it had to be driven onto their forecourt and moved around, none of the staff picked up the fact that the car is the wrong spec. Interestingly, my friend was 'dissuaded' by the staff from going to look at the car herself when she had to go in and sign the registration documents - I wonder why?

My friend has now been left without a vehicle to use (she had arranged the sale of her old car to coincide with picking up her new one). She asked the dealership to arrange for a courtesy car for her to cover the interim. They told her they don't have any . The dealership are basically blaming the manufacturing arm and have told me friend that as she hasn't handed over any money to them (the payment was to be done on collection as it's a Motability car) there's nothing they can do. Motability are also washing their hands of the problem as this is her first Motability car.

There is an alternative car she could order from a different manufacturer which would take about 2 weeks but that will cost her another £1k which she can't really spare so is reluctant to pay.

The incompetence of Vauxhall has left my friend without a vehicle to use (bearing in mind she's disabled) for 7 months and they are doing nothing to help.

So what do you think? Is my friend being unreasonable or are Vauxhall?

If she rings Vauxhall UK's customer service line and makes a big enough fuss they will arrange for a courtesy car from an outside supplier.

They might try and say it is the dealer's fault, not their problem etc but if your friend holds firm they will help. I know this first hand, it definitely works.

Good luck! :)

Ooh I'll tell her that - thanks

Does the dealer network not have any automatic vehicles in stock that would suit your friend. OK, they may not be exact spec, but better than waiting 7 months.

Don't forget that dealer and manufacturer are separate so if this genuinely is a manufacturer error, you can't really blame the dealer. Personally, I would speak to Vauxhall UK direct to confirm what has actually happened. If the dealer is messing your friend around, they won't be happy.

The dealer claims there aren't any automatic cars available. This definitely sounds like she needs to contact Vauxhall UK.

I had a similar problem with my vauxhall dealer, I ordered a car in one the colours they told me to pick from and waited several months for it be delivered.

In the meantime the salesman realised they don't make the model I'd ordered in the colour I'd ordered, so he changed the order form.

When I went to pick up the car we immediately realised the car they had ready for me wasn't the right colour, the salesman claimed I'd changed my mind and the form had been amended, naturally I produced my carbon copy of the form that didn't have the amendment and proved he'd changed it after I'd signed.

Personally I used the fact that the car had already been registered in my name to get a big discount on the car, as effectively they could either sell it to me at a discount or be stuck with a second hand car, plus I had the option of taking legal action.

I appreciate having the car isn't an option in this case but I thought I'd share, the car they've ordered for your friend is also already registered as hers so the car dealer will be out of pocket, which might effect their willingness to be helpful.

During the protracted period of waiting for this car, having been originally given what turned out to be an unrealistic delivery date, I had one of their coutesy cars for about 2 months, which is what I'd insist on in this case.

She went to the dealership with her DH this afternoon. The dealer basically told her as they (apparantly) don't make any money on Motability cars, they aren't bothered about resolving the situation for her. He said they'd give her £100 to put towards travel (for her, DH & DD) from London to Newcastle next week if she put in another order for the correct vehicle.

She got onto their head office and is waiting to hear back from someone there.

I find it hard to understand that at a time when businesses are struggling and need as much custom as they can get, this lot are treating my friend like shit. I think it's safe to say that whatever happens, she won't be going back to Vauxhall for any cars in the future.

From how keen VW were to get us to take out another car on behalf of MIL now her medical condition has worsened and she can no longer drive (we were pestered for almost 3 months) I'd be amazed if they made no money from them. She needs to contact as high as she can go, whatever number she calls ask for manager or a supervisor, don't accept a call back, tell her to say she will wait on the line.

They do make money from the Motability cars - there's a thriving second hand market in them. Because the cars are usually serviced regularly at the dealership and generally have low mileage, they can sell them at 2-3 years old at a present over models of the same age.

She contacted Vauxhall UK head office last week. She spoke to someone who sounded sympathetic, but has since failed to call her back, despite her chasing them. The dealership manager also went off sick Thurs & Fri so the woman at HO couldn't verify what had happened. It's shockingly bad service all round.

She/You can start by sending them and their PR department a link to this thread showing that you've already started to spread the word about their poor service to people with disabilities.

She/You could also put a synopsis on Facebook if you are on there and on any other networks you belong to. Send them the links to this also.

A story about Vauxhall pissing a disabled person about is the last thing their PR people will want. I suspect they'll sort it out quickly once they realise the publicity you're generating

OOh yes, and twitter too. A lot of companies have resolved problems quickly once it gets on there
this is their twitter page

Thanks Dreaming and Vajazzler. I don't like the idea of PR blackmail, but it seems they've left no alternative. I'll have to speak to my friend about it though as I don't want to draw unwanted attention to her iyswim. Turns out it was the dealership who made the mistake with transposing the order details from the form into the ordering system - the ones who were being so beligerant (?sp) about the whole situation.