Need advice of unresponsive Skoda Dealership after purchase

[omega31]

Hi everyone, I am new to writing in the forum but have been reading for quite a while and require some advice regards my resent Skoda purchase.

Let’s start by saying that I am a Skoda and Volkswagen fan and have owned both a Golf and Fabia overseas which is one of the big reasons I was looking to purchase a new Octavia. and then Skoda came out with the latest MY12 promotions, the timing could not be better as my Ford Falcon was starting to play up and it was time to replace.

Selected a couple of cars in my budget and went in for test drives but always went back to the Octavia, so called a couple of Skoda dealers and was informed by one of them that they have a brand new 2011 MY12 118TSI DSG in stock ready to go.

Scheduled to go over on a weekend to see the car and test drive but when I got their I was shown the dusty car on the roof and was not allowed to drive or enter it as it is new and I can have a test drive using the demo car, as I could clearly see the roof was full of stock and the dealer gave me all the assurances the car is brand new and will be fully detailed I took the demo car for a spin and really loved the ride, the car and the build.

Cutting a long story short my wife and I decided to go ahead and by the Skoda Octavia Wagon, We sat down with the dealer knowing exactly was extras I wanted to add and confirming I get the best extended warranty possibly.

Extras add:
Tow Bar (Was assured it is the best Tow Bar for Skoda cars)
Tinted Windows
2 years extended warranty (was assured a total of four and a half years in total)
Reverse sensors (was promised it will be of the best quality and will not be affected by humidity)
Paint protection was added for free as a closing deal
Floor mats

Gave a deposit of $2000 and was requested to to pay the rest via transfer and they will get the car detailed fitted with extras within a week.

A week later I went to pick up the car and I was requested to sign a new contract due to a clerical error and the old one to be destroyed, thinking nothing of it and the only thing changed was tinted windows moved from Genuine manufacture to 3rd party I finalized the deal and we exchanged keys to inspect the car.

Inspecting the car was in a very strong sunlight and could not see any visible damage, of course the dealer was with me moving me quickly from one side to another assuring me the car is brand new and I had nothing to worry about so I got in the car and drove away with a big smile on my face.

The smell was not so pleasant but thinks it is to do with the new floor mats, My wife drove the car for the next two weeks and I scheduled my first big car clean on the weekend.

Washed the car under my open garage which has florescent lights when I start seeing some dents in the paint work, the more I wash I discover more dents that seem like hail damage furthermore I find many rust spots and contamination on the car which clearly indicated that no paint protection has been put on the car.

I sent number of emails to the Skoda Dealer over a week with no replies what so ever and eventually calld the dealership, The Dealer gives me excuses that he could not answer the emails and I inspected the car before I left and it was fine, I confronted him and told him the dents were not visible under the conditions I inspected them. The dealer requested I bring in the car during the week to be examined which I did and he confirmed the damage was there and offered to repair the dents.

Following this discovery I contacted Consumer affairs and they requested I deal with the dealership in writing as this is a clear misrepresentation of the product sold especially if it is hail damage who knows what structural, rust or other damage the car has. especially sitting on the roof for so long.

So, I emailed Skoda with 3 options one including a complete detailing of the car and replacement of the hood and completing the below assurance I was given when purchasing the car. I have yet to get any response from them now 9 days after.

1. Warranty received was for 1.8 years instead of 4.5 (I paid an extra $2750 for the super duper extended warranty)
2. Reverse sensors stop working when it rains and then work again a day later.
3. Tow bar hits the ground when a little load it put in the car, the ground clearness is terrible.
4. Computer firmware and maps are from 2009, many destinations are not available.
5. Running a VIN check the car is clearly an EX-Demo, I am less worried about this as I negotiated the price as the clock had 32KM on it assuming it was an Ex-Demo.
6. I have yet to received my payment Receipts for the remaining payments.
7. Car to be fully detailed and paint protected as agreed

Now, as my email requested a response within 7 business and tomorrow is the dead line. What would you do?

I am sure being a car dealer they have covered Skodas ass but as I am a newbie in the new car purchase I can see I missed some things having them in writing in the contract and it’s my word against the dealer BUT one thing they still do not know is I had a Pen camera in my bag filming my time at the dealership, I have no idea if its legal or not so am not disclosing it at this time without any legal advice first.

I do hope they will come to their senses as I have lost lots of sleep over it especially holding myself from picking up the phone and calling them while doing my best to keep my emotions out of this, I truly did not except this type of service from Skoda dealership, I would from a used car dealer but not when buying a new car from a respectable Skoda Dealership.

They were very fast to reply to my emails when I wanted to buy the car but now it is as they do not have email at all.

Has anyone had any experience dealing with consumer affair?
Reviewing past posts I have read that contacting Skoda’s main office was not helpful, should I first contact Skoda main office?

I am currently not disclosing the Skoda dealership in Victoria I have dealt with as we have not reached an agreement and do hope the whole issue can be resolved and my confidence in Skoda Australia restored. Hope no one else has to get this type of service after purchase as it simply destroys the name SKODA in Australia.

Any advice is welcome,

Thanks

[Martin]

Point 3 is normal - either remove the towbar when not using it (does it have a pin?) or go slowly over curbs, it's not a ground clearance issue, it's the bounce

Point 4 is normal - the maps are way out of date

Good luck in pursuing this matter

[andrew_aus]

Can I add a question? What will be VIN check look like if it is a brand new car? Thanks

[omega31]

Hi Martin,

Tow bar does have a pin, but even without it, it still low, two adults at the back without anything in the boot and moving very very slowly will scrape the ground when going over a small road bump.
with the bounce I will hit the bottom rear of the car and think the tow bar fitter on the car is not intended for Skoda, but am not knowledgeable enough in this field.

I have verified and am currently running a very old firmware (2844) and maps ver 3 (7360)- currently available is ver 6 for Australia.

[omega31]

I ran a vin check after purchase and the car was registered as Skoda Demonstration. other than that it was clean. I would think a new car VIN report would be blank with no previous owners. no ?

[Martin]

Tow bar does have a pin, but even without it, it still low, two adults at the back without anything in the boot and moving very very slowly will scrape the ground when going over a small road bump.

Oh dear - that is definately not right - my Octavia vRS wagon is lower than your model and I then lowered by 20mm again - no problem with two adults in the rear - you will have to pursue that issue for sure

I have verified and am currently running a very old firmware (2844) and maps ver 3 (7360)- currently available is ver 6 for Australia.

My car is Jan 2012 and came with firmware 3984 and V4 maps (7492)

[woofy]

Lots of things don't add up. Firstly 32km is not necessarily a demo, but it probably was registered as one but not driven. When was it first regustered?

Skoda standard warranty is 3yrs. So do you have 1.8yrs remaining or at least 3yrs. An extended warranty is $1800 for a total of 6yrs. If they only offered 4.5 it already seems the car had used 18mths or more.

Did they say it was a demo or new? That would be on the contract and would have been said at the sale. It shouldn't be an assumption.

Also there should be no rust whatsoever in the car...is it rust or just dirt marks?

[BrashDaniels]

I'd have to go for taking it back, getting my money back and getting a different car from a different dealer.

Contact SKODA Australia direct. I have had great communication with them over simple things. They seem very engaged and interested in their clients.

If it isn't what you contracted to buy, you're entitled to a full refund or exchange.. this isn't a packet of half sucked Life Savers, this is a 40 000 dollar motor vehicle.

For that amount of money, I wouldn't accept anything less than perfect.

Sent from my ASUS Transformer Pad TF300T using Tapatalk HD

[andrew_aus]

I have randomly run 2 vin checks on new cars listed in Carsales. There is absolutely no info about the 2 vin, total blank. There is even no model info. I assume this is the way it should be?

[omega31]

Lots of things don't add up. Firstly 32km is not necessarily a demo, but it probably was registered as one but not driven. When was it first regustered?

Skoda standard warranty is 3yrs. So do you have 1.8yrs remaining or at least 3yrs. An extended warranty is $1800 for a total of 6yrs. If they only offered 4.5 it already seems the car had used 18mths or more.

Did they say it was a demo or new? That would be on the contract and would have been said at the sale. It shouldn't be an assumption.

Also there should be no rust whatsoever in the car...is it rust or just dirt marks?

1. Car History Report - First sale date: 29/11/2011 - First Buyer type: Dealer Demonstration
2. Contract - Odometer not filled in - Prod Date: 19 May2011 Comp Date: 28 Jul 2011
3. The dealer was on the phone with what I was made to believe was Skoda head office "quoting the best warranty available in the market" started at 1500 per year and a special for 2750 for additional 2 years. The warranty is supposed to include everything with no access at all. but have est to receive any indication I own such a thing. wow, 1800 for three years, don't I feel stupid
4. no indication in the contact the car was used as a Demo or was an Ex-Demo.
5. the rust spots might be really bad dust spots but dont think the car was properly details, maybe a good clay bar will remove it.