[kbfern]

It started at end March when we ordered by phone (due to Covid rules) a new VW Tiguan Elegance model 1.5 TSI petrol DSG in Moonstone grey with Storm grey/black interior. We were told mid July would be delivery and that was ok we were asked for a £500 deposit but at that time their machine was not working so could not take deposit and the salesperson said they could do that at a later date.

A couple of days went by when we got order confirmation from Motability so everything Ok.

About 4-6 weeks later we had to get our current Tiggy MOT’d ready for the hand over when the new car arrived. This was done at the same local dealers where we had ordered the new car from. While I was waiting for the car to be MOT I asked one of the sales people to check our order so I could log on to the VW online app to keep a track of the car while it was progressing through their system from build week to shipping just like I did last time. She gave me the Works order number which I checked on the VW app later that day. Everything was ok all details checked out but it had not been given a build week at that stage.

Every few days keep checking and build week still not scheduled although I was aware their system was not updating as it should so was not particularly worried.

Around early June I get a call from the sales person who said she was my new contact as the original sales person had left and she was ringing to give me an update. She told me week 26 was when it was expected to be built but that build weeks were a bit fluid and they can move back or forward which I was expecting having read of the global situation.

I kept checking the VW app every few days still ok but no further progress on the order regarding build week. Then about 10 days ago I checked the VW app and to my Horror a major change to the order, my vehicle was no longer Moonstone grey with Storm grey interior it was now Urano Grey with black interior!!!!.

I got on the phone immediately to the deal and told my contact their were they aware the colours had changed. She checked and she said it was still Moonstone grey/Storm grey and that she would check it out but not to worry as they would have to supply as ordered. She came back an hour later and said it was due to build times slipping and that my car would now be a 22 yr spec car and that Moonstone grey had been dropped from the range of colours.

I was aghast that no one from VW had bothered to let the dealer or customer know this SMALL detail change. Had I not been checking regularly on line a wrong colour car would have shown up and they would have had a very angry customer on the day.

I then had to make a choice as to what colour would be an acceptable substitute and told them a Brown Ginger metalic with Storm interior would probably be ok. At this stage it was noted I had not yet paid a deposit so they were then asking for A £500 payment to go ahead and change the colour and could I come in today and pay it, Oh and by the way week build was now week 36 not 26 as was stated a few weeks ago…….

I sent her an email that day to explain my situation this is what I wrote:

“Hi xxxxx

Further to our conversation yesterday regarding our order from 29th March this year for a Tiguan Elegance 1.5 TSI DSG in Moonstone grey with Storm grey/black interior that has been changed to Urano grey with black interior without letting us know first.

 

The Urano grey is not acceptable as it is too dark a colour but as discussed with you Ginger Brown with Storm grey is an acceptable alternative. You asked we let you know if we wanted to change the order to Ginger brown and let you know today. You also asked if we can pay a deposit of £500) we are prepared to pay a deposit but we do have concerns that as the build week has already been put back from week 26 to week 36+ 2-3 weeks to get it here it and could possibly slip again.

 

With that in mind we will pay a deposit on the understanding that if we get any further delays taking delivery to us beyond early October 2021 we can if we chose cancel and receive a full refund of our deposit. In addition as the AP was £1949(plus £290 for boot hoist) for the car at time of order which came down the next day to £1799 with the new Q2 pricing, should the new Q3 pricing due out in 2 days from now reduce the AP further we feel it only fair that as the order is changing due to VW’s enforced change in colour that any lower AP would be applied to our order.

 

We appreciate that the delays are not the dealerships fault and that micro chips are causing most manufacturers problems, although as I understand it that was partly because various auto manufacturers had reduced capacity last year due to falling orders and micro chip manufacturers switched some capacity at their plants from automotive chips to different chips to take up the slack. That however does not excuse them from just changing a customers order without notice and informing them of any change.

 

Had I not gone on the VW online site to track my car myself last Saturday to get an update we could have had a car turn up eventually with a totally different colour to that ordered. I might add when I had previously checked the order a few weeks ago it had shown it to be Moonstone Grey so the change to Urano grey must have been made fairly recently.

 

If you can agree these points we can come in and pay a deposit although that would be tomorrow or Thursday as we are not able to come in today.”

 

Needless to say I had heard nothing since till I called them yesterday having spent most of the intervening time looking round at some dealerships to try and see in the flesh what these colours look like. That is not an easy task these days as most dealers have little new stock on hand and what they do have is nearly all white/grey/black and what hurts most a few Moonstone grey.

I called at around 11am yesterday and was told she (the Motability sales person) was with a customer and would call me back. I waited………. and no callback so called again at 4pm again she was with a customer but the receptionist asked could she help so I briefly explained to her what was needed was for the sales rep to call me back.I asked what time she was there till I was told 6pm so 2 hrs to call me back. Of course I did not get a call back that evening.

This morning about 9.30am I get a call back where she tells me they can’t continue with the order without the £500 deposit as this colour is not a popular colour and if we cancelled due to further delays beyond October which are beyond their control they would be stuck with a £30k car on their hands that they could not sell!!!!!!!

This is where I was totally aghast, car they can’t sell are they stupid, at the moment they could probably sell 20 of them if they had them!!!!!!

She then came up with another chestnut, I had better check to see if they can actually CHANGE the colour anyway from Urano to Ginger Brown I will call you back in half an hour…….

Half an hour later she called back and guess what………………………… They can’t change the colour!!!!

So if the order is to stay on the system I have to agree to take a car of a colour I don’t want at a time sometime in the future I don’t know and pay them an unrefundable deposit of £500….ARE THEY NUTS.

I told them I will be speaking to Motability to and will cancel with them, she said no need to do that I can do it from my end. I said I will do it thanks, If they do it they will probably be saying it was me that had changed my mind that was causing cancellation.

Not called Motability yet but we have decided to keep our current car for 12 months and see if anything more suitable becomes available in the meantime but it wont be a VW after this fabulous service we have had NOT.

Your disgusted

The most annoying thing is the dealer will be gaining as he will now be able to offer my car with a build week around 36 to some none Motability customer and make a bigger profit, don’t you just love it………

 

 

 

 

 

 

 

 

 

 

 

 

 

Topic

[Elliot]

I think looking at the pictures you can see why the dealer said it could be a difficult car to move should it become a cancellation.

[MR Mark Winter]

Hi

From past experience of Motability Dealers, the car that you spend so much time and effort to order may “never” arrive.

Different colour, different specs, missing bits. As in the one you ordered had a full size spare wheel and tyre, yet the one that new car the dealer is trying for you to enter the pin code has no wheel or tyre just a can of gunk. If you dare to point this out or complain. The dealer will do the following, act smug, then point out to you the small print.

From the back of the ID.4 brochure/price list “Prices, specifications, features, technical and other information (including
fuel consumption, CO2 emissions and range) are updated regularly and are
subject to change without notice (this may include changes between order
and delivery). There may be a delay in updates to our materials – always
consult your authorised Volkswagen retailer for the latest information.”

Wonder what would happen if at the time of ordering your next Motability car you penned the following to the order.

“The car I order, colour and specifications will be the car I take delivery off, unless I agree to any changes to said  colour and specifications in advance of the car handover”. Should this not be so I reserve to option to reject the car and any monies paid from me to the dealer will be refunded in full within 14 days.”

Then get the sales man / woman to sign and print there name.

 

[AndyDStone]

@kbfern

As you’re in the West Mids, may I suggest you give Listers Stratford-upon-Avon a call. Their Motability salesman is a chap called Joe Rogers. He has always been excellent whenever we have needed a new Motability car, or had a rare car issue.

In my experience, as Listers are still a family run firm, they take customer service seriously.

Kind regards
Andy

======================

Motability cars:
Now - Not on the scheme.
2021 - Volvo XC40 T5 PHEV.
2020 - VW Golf TDi SE Match.
2017 - VW Golf TDi SE Match.

[kbfern]

Thank you for the heads up Andy, but for now I am staying with what I have and extended the lease for a period. Will see what the market does over the next few months and if Listers is able to help will give them a try.

[AndyDStone]

@kbfern

New car deliveries are a really extended due to the microchip shortage. However, we don’t need dealers causing even more issues. ?

I hope you get the car you want within an acceptable timescale…??

Kind regards
Andy

======================

Motability cars:
Now - Not on the scheme.
2021 - Volvo XC40 T5 PHEV.
2020 - VW Golf TDi SE Match.
2017 - VW Golf TDi SE Match.

[Author]

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