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Awaiting a call back (which i doubt will happen!) but the receptionist just let slip that my order for a Kodiaq placed in October hasn’t been placed/has been cancelled as car is no longer on scheme…..(removed from scheme in December)
Lets see what excuses they come up with – i have called and emailed 3 times previously for any info but they obviously don’t want to tell me the news…….
Grrrrr…..
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Hmmm. I predicted on another thread just yesterday that we might start seeing this more often, but I didn’t expect the next example to be within 24 hours and from a different manufacturer!
As we know, this shouldn’t happen. Once an order is accepted it doesn’t matter if the vehicle is removed, you should still get it, but I can see exactly what is happening. It’s the old issue of build allocations yet again.
Dealer accepts an order from a Motability customer but fails to place it on the Motability system as they don’t have any available build allocations to place the order with the manufacturer. This is wrong. They should place the order on the Motability system immediately and then wait for a build allocation slot to actually order the car. That way the customer is guaranteed the car even if it is removed from the scheme. If the dealer doesn’t process the order on the Motability system until they can actually order the car from the manufacturer (which can be many months later) and the car has since been removed from the scheme, it cannot then be ordered with Motability.
You’re right, i think that’s spot on.
Just.. How to check for that? The Motability account doesn’t really help there since the MB application doesn’t mean the car is ordered.
We got lucky with our sales lady, she gave us an order number immediately on the day we ordered (the one for the dealership) – and then immediately placed a factory order too, which got accepted 6 ish weeks later. Just today (because i got concerned, as the GTE is removed from the scheme too) i mailed her again and got an answer back promptly – order still going, but delayed (unsurprisingly) to week 34.
I suppose that if you place an order, you have to press them on commitment to order. As in, make absolutely clear that you expect the order to be placed with the factory without delay.
This is just a stupid situation that Motability absolutely should do something about. The car should be ordered with the factory the second Motability confirms the application, and they need to make sure about that very fact, or force the dealerships to pay compensation if they crook it like in this (and the Toyota) case.
Prior: SEAT Ateca Xcellence Lux 1.5 TSI DSG MY19, VW Golf GTE PHEV DSG MY23
Current: Hyundai Ioniq 6 Ultimate
Next: we'll see what's available in 2028.Unfortunately dealers can rarely place a factory order immediately that a customer places an order. To do so, they would need to have spare build allocation slots which, whilst not impossible, is unlikely in the current climate. I think that the solution is two fold.
Firstly, the customer needs to insist that the dealer places the order on the Motability system on the day that they select the car. There is no excuse for them not doing this. It takes less than 10 minutes. The Motability system will, more often than not, automatically approve the order instantly. This means that whatever happens going forward (e.g, dealer can’t order the car for months or the car is removed from the Motability scheme) the customer is still guaranteed the car that they have chosen at the AP applicable on the day that they placed the order.
Secondly, customers should specifically ask a dealer where they are with their factory allocations at the point of ordering and ask when they think they will actually be able to order the car from the manufacturer. Hardly anyone does this, because they mistakenly believe that when the ‘order’ is shown on the Motability system that the cat has been ordered. It hasn’t. The actual order process is entirely different and has nothing to do with Motability as it’s between the dealer and the manufacturer. Customers then need to chase the dealer every few weeks until the dealer confirms that they have placed the order with the manufacturer and, when they say that they have, insist on a trackable order number.
As long as step 1 has been followed (dealer registers order on the Motability system) then it doesn’t matter if step 2 happens many months later. Even if the car has been removed from the scheme, it can still be ordered.
If the dealer waits until they can actually order the car from the manufacturer before registering the order with Motability then this is where the problems occur, as Motability will refuse the order and won’t support the customer.
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