Your contract is indeed with the selling dealer Parkway and all redress should be via them. If you are getting a full refund and all costs recovered, then that’s an acceptable outcome. With regards to the service plan taken out at the time of purchase, that’s supplied by VW and not the dealer, however getting a refund or having an equivalent deal set up on a like for like basis, should be the least you can expect.
Your trusted dealer should be able to carry out any VW warranty work but clearly Parkway have taken the decision to limit their involvement and simply take the car back. This is the cleanest and less complicated way to deal with it as often disagreements will appear - dealers don’t want to u fermi e each other. The law is also clear on where redress lies and that’s always with the selling dealer.
In my case (almost 9 years ago now) my consumer rights were covered by the Sale of Goods Act 1979, however the Consumer Rights Act 2015 is the current legislation for purchases dispute and consumer rights issues.
When I rejected my new factory order Treg Altitude in 2012 and it went back to VW (it was a misbuild by the factory in Bratislava, Slovakia), my replacement Treg Altitude was also sub-standard (faulty door panel construction and paintwork defect), so I rejected that. After some months of arguing and with the replacement car standing unused on my drive, I eventually got a full refund of all my expenditure (less a deduction for about 4000 miles @ .30p/mile of use on the misbuild car) - this was fair and VW UK refused to budge on this.
I was told by my broker (who had facilitated the initial purchase) that it actually cost the the supplying dealer money and unsurprisingly they didn’t want my business, so I bought my current R-Line from another dealer referred by the same broker. Both rejected cars were subsequently sold on by the dealer.
I involved VW Customer Care throughout the process but when the replacement car was supplied, they effectively ended their support and referred me back to the dealer. This resulted in an impasse and some months of arguing, however it was eventually resolved when the dealer agreed a full refund and collected the replacement car.
My refund expenses included the costs involved in (twice) transferring a personalised plate via the DVLA, replacement nunber plate costs, RFL, service plans, dealer and manufacturer discounts, accessories (rubber mats/rear load liner kit/mud-flaps which could not be fitted to the Altitude model), detailer and dent removal specialist inspection reports, independent engineer inspection and report.
I lost out when buying my R-Line in 2013 to the lesser VW discount on offer at the time (probably about £2k as the incentive on the Altitude was £5k and only £3k on the R-Line as it was a newer model which replaced the Altitude in 2013).
Overall I was satisfied with the outcome. The months of hassle with the dealer and VW weren’t something I’d want to repeat, however the stance that VW took over the replacement car reinforced the fact that your rights and contract are with the supplying dealer.
I’d reiterate the points about keeping your relationship with the dealer on a cordial and professional level, document every conversation fully and get everything agreed in writing - do not accept verbal agreements.
Good luck 👍
PS - for anyone with insomnia (like me at the moment) - I’ll attach links to my old thread on the saga. I’m also recalling that I even refused to take delivery of another new Altitude order from another dealer because that was dented and had the same panel construction defects, before settling on my R-Line. When I went to collect that my wife insisted on accompanying me and said that whatever the condition of the car, we were taking it home 🤣
I can promise I’m fully rehabilitated now ….. 🤪
The following is based on my own experience and research and thanks to several forum members who have assisted with information In September 2011 I ordered a new T3 Altitude 245. When I placed the order I specified a number of options including Bi-Xenon headlights and LED rear lights/number...
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OK folks, time for an update - of sorts As of Wednesday, my car will be going back to the dealer and I will (hopefully) have a full refund in my bank account. It's a bit of a convoluted story, which started last September and here we are some 14 months on and I'm left without a...
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