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Hi all, firstly sorry for the lack of update (and thanks for the note Not_Even for some reason I didn’t get a notification).
Last time I updated we were at the stage of going to one of the higher up contacts in the company to make a formal complaint and take it out of the local dealers hands (at the request of Motability). That person was their Solicitor/Legal Counsel and it turned out to mostly be a waste of time as (despite me asking for them to deal with it specifically) they just fired it back down the chain to the sales manager at the local garage. The end result of that was us going round in circles again although I did get a screenshot showing the order was wrong on the Peugeot system, the fault of our salesperson. We didn’t really get any sort of decent apology from anyone.
As we were getting nowhere, I started to ask around at other local dealerships by email, going back through our previous shortlist between Christmas and New Year. In a huge stroke of luck, Hyundai emailed back to say they had a batch of Tuscon cars which would be available “soon”. No option to choose spec but they had already been manufactured to a decent level (Premium Trim) with 4WD and Plug-In Hybrid being one of the options. Having previously had an IX35 from that dealership we knew it should be decent service and likely a good car (the IX35 was great for its time).
I called Motability soon after to check if we needed to do anything and found that still the Peugeot garage hadn’t removed our order from the system so we couldn’t make any order until that was done. Motability said they would contact the sales team at Peugeot when they opened the next day and would resolve it, but I should also do the same via the solicitor/legal guy. Fortunately, it turned out that the usual Peugeot people were off that day and the team from the brand that shares the same building and parent company took over and had everything cancelled within minutes. No arguments/discussion, just prompt action.
Later that day I was able to order the Tuscon, even got to choose the colour. To be honest this all seemed too easy/too good to be true. So I was kind of waiting for something to go wrong maybe “soon” would turn into delays, but I needn’t have worried. Last week I collected the Tuscon and it’s awesome.
Comparing it to the Peugeot order, we didn’t get the glass roof, which was a shame, but we did get the bonus of heated seats (Peugeot couldn’t do both glass+heated). So, a minor disappointment on the roof front but the new Tuscon which we took out for a proper drive yesterday is really fantastic. A big step up from our 2018 registered CR-V in terms of tech (that car was due a refresh at that point).
I can’t really compare it to the 3008, I’m sure that would have been a great car, but I can say that the service we got from Hyundai was very good once again and the contact at Motability was excellent throughout (I contacted Motability afterwards to praise the person who helped us so hopefully they got some sort of reward/bonus).
Thanks all for your help/advice along the way.
In short: The Peugeot sales team screwed up and then for whatever reason went on a mission to not accept any fault, blame others, and try to solve it by making me take the wrong spec car but it all turned out great in the end thanks to a bit of luck and Hyundai. 🙂
When we placed the order for our current Mitsubishi Outlander PHEV we were given a full print out specification down to the last detail.
Same here. Still have it. All details completely correct.
SV why the long drawn out process? You ordered A, they have got B for you. It’s obviously not what you ordered (you dont need dealer admission, its plain fact.); they’re untrustworthy. Walk away and move on. Name and shame. End of story. Why you are still hanging around this dealer, I’ve no idea.
2 reasons Psuader.
1) As someone suggested the dealer may be thinking that they can use my order in some way and it hasn’t actually been cancelled/changed so will still be sitting in the queue for January. They’ve maybe thought they can pass of a lower spec cancellation to me. So, if that’s the case, then I’ll find out via the screenshots or head office complaints process and potentially get the car I ordered in the original timeframe. This of course is highly unlikely but I live in hope. I’ll be requesting it is sent to another dealership in the company if that’s the case.
2) When I called Motability about this they said I should try to reach a solution with the dealership and then do the official complaints process for the company if unsuccessful. I assume it’s some sort of box ticking exercise that means Motability don’t get into a dispute with the dealership. Happy to do it as it might get me some answers, just not sure how long the response will take over Xmas/New Year (and in a pandemic) so I expect I’ll be looking to do a new order sometime in January.
(@ldc7080 – Peugeot 3008)
Hi all, very useful opinions/feedback which has helped solidify my way forward. I’ve spoken to Motability this afternoon too and as you all suggested there is no pressure to accept the car and they will assist with the cancellation process and any dealership issues should I need it. For now they just want me to start an official complaint via the dealership.
Pending the update on Monday from the dealership I’ve 99% decided to turn down the incorrect car. I still hope that pushing back and letting them know that I will be putting in a complaint and that Motability are now involved that they might “magically” find that my correct order is in the system still but realise that is a long shot.
I’ll update as I hear more and thanks again.
