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Discussion Starter · #1 ·
(This went missing in server move last night, so reposting)

As some of you know from previous posts. I ordered a V10 from Heritage VW in Bristol just over a week ago. I hadn't fully chosen specs, so they said I could go ahead with order, and make any changes within 2 weeks or so, no problem.

So signed order. Then last Friday (just one week after signing order. as agreed earlier in week), I spoke with sales guy and said I'd decided on options list - wanted to change colour, add tinted glass rear of B pillar, and wanted cupholders in rear arm rest.

He called back to say build was frozen as already on factory build list and couldn't be changed by Heritage or VW UK, but VW UK would try calling factory, and he'd call back Sat.

Sat, no calls. So today I called him. He said he'd called and left message on mobile on Sat (no messages, no missed calls on mobile) and that VW have pulled forward all builds for 2005, and all are frozen.

So now stuck with colour and options that were just stuck down to get on build list, and not ones I actually wanted.

What would you do?
PS, they'd already screwed slightly by leaving TV tuner option off list when negotiating price, and when pointed out, said they'd go 50/50 on price when I'd already given the specs list to them in writing, so told them to forget it. That I could live with, but the rest of it is getting a bit too much

Not a happy bunny!, and swmbo a bit pissed off as well! £54,000 for a car you don't really like the specs of? Called him today, off sick, and on holiday for next week, and no one returned my call
 

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I recall from placing my order in June that the dealer advised that initial spec could be changed for anything up to a couple of weeks...but then went on to add that proposed builds were become "frozen" much quicker than earlier in the year, so not to hang around if I wanted to change anything...

Nearly 6 months on from then - you would like to think that all the Treg dealers knew how their ordering system works


Great selection of car, but a big part of the satisfaction is getting exactly what you want. Don't know how to suggest you move forward on this...they have you by the short & curlies by having signed documents, I suppose.

Rob
 

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Discussion Starter · #3 ·
short and curlies it is. Having signed contract, I don't really have anywhere to go, despite verbal assurances that I could change specs at will.

Not sure if I can demand build cancelled, lose slot, and go for a later one. No idea how VW system works, or if I can talk to VW direct - as no idea how hard Heritage have really tried (sales guy heading off on holiday, so probably not his top priority)
 

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Back to one of the old chestnuts...variability of service standards between dealers...one person CAN make a difference, either by caring & doing what they promise...or not

Rob
 

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Discussion Starter · #5 ·
Silly thing is I went to Heritage as local VW dealer in Reading were hopeless, and never got back to me despite me sending them list of specs I wanted after a test drive, and dealer experiences forum here also said to avoid them. Heritage at least listened and helped, up till they had my order.

Guess first step is to talk to luxury manager at Heritage, and bend his ear, and if that is not productive, to see how high up the VW chain I can get - anyone got any useful contact names/numbers?
 

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QUOTE(BJS @ Nov 1 2005, 10:38 PM)Silly thing is I went to Heritage as local VW dealer in Reading were hopeless, and never got back to me despite me sending them list of specs I wanted after a test drive, and dealer experiences forum here also said to avoid them. Heritage at least listened and helped, up till they had my order.

Guess first step is to talk to luxury manager at Heritage, and bend his ear, and if that is not productive, to see how high up the VW chain I can get - anyone got any useful contact names/numbers?
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You mention that you gave them a spec. list in writing....if the car does not have this spec. then they are not delivering/have not ordered what you want....I don't see any short and curly's.

Don't forget that contracts can also be verbal.....you signed the written contract on the basis of your verbal contract regarding the specification.....

I would be getting VERY annoyed with the dealer.....and consulting my solicitor....

Go straight to the top because the salesperson obviously seems to be a waste of space.....

There is NO way you should have to accept a vehicle that is not going to be to the spec. you want.
 

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Discussion Starter · #7 ·
I did give them a written spec, but hadn't finalised it. We hadn't finished choosing colour and a few other options - these were not what was on written spec, but were told we could change them after we'd signed contract. So written spec is different to what we finally decided on, but well within the time frame within which we were told we could change them
 

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QUOTE(BJS @ Nov 2 2005, 10:49 AM)I did give them a written spec, but hadn't finalised it. We hadn't finished choosing colour and a few other options - these were not what was on written spec, but were told we could change them after we'd signed contract. So written spec is different to what we finally decided on, but well within the time frame within which we were told we could change them
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Demand to speak to Dealer Principal.

Advise your position.

Go "legal" if necessary.

Just thought...try What Car? magazine....give them a call. Alternatively Which?
 

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Discussion Starter · #9 ·
Well fairplay to Heritage, they have tried hard. Spoke with Sales guy and Luxury car manager at length today

They offered to take the hit on the build, which can't be cancelled now, and order a new one. However, that could mean delivery in New Year, rather than early Dec (not ideal for me, for several reasons), so we've gone for a compromise solution of going with current build, and retro fitting some of the options, and I'll just have to live with the colour ...........and wash it more often!
 

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QUOTE(BJS @ Nov 2 2005, 01:32 PM)Well fairplay to Heritage, they have tried hard. Spoke with Sales guy and Luxury car manager at length today

They offered to take the hit on the build, which can't be cancelled now, and order a new one. However, that could mean delivery in New Year, rather than early Dec (not ideal for me, for several reasons), so we've gone for a compromise solution of going with current build, and retro fitting some of the options, and I'll just have to live with the colour ...........and wash it more often!

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Fair enough....sounds like the best you could hope for.....
 
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