What should I do if the dealer damages my new car before delivery?
QUESTION
Hi John,
Travelling between Uralla and Canberra every two weeks, I was arranging to pick up my new Triton GLX+ ute recently.
However, the recent rain meant roads were closed so we couldn’t pick up the vehicle as scheduled. Having rearranged to pick it up from Capital Mitsubishi Canberra four days later, they informed me that another vehicle had backed into it, leaving the rear panel needing some repair work and the side step replacing.
Imagine waiting geological time for your new ute to arrive, only for it to get clobbered at the dealership…
I have already paid over $50,000 with only $1000 to pay on pick-up. I am not sure where I stand or how to handle this.
Am I liable for not picking up as scheduled? Do I say its not a new car and ask for a discount? Should I ask for some extras to be thrown in, seat covers, mats etc.
Should I ask for a different car, like a new one that has not been damaged? That would potentially be a long wait. I have waited so long, but getting angry and asking for the money back is not an option.
Where does this leave my warranty, if the paint work flakes or something falls off due to the damage occurring on the dealer’s lot?
The dealer thus far has agreed to loan me a vehicle until mine is repaired, and I have asked them to send me photos to help in deciding what to do.
Any advice?
Thanks,
Matt
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ANSWER
Matthew,
It doesn’t sound like major crash damage, so just let the dealer repair it at his expense.
I don’t see it affecting warranty or consumer law entitlements in any way. Just keep a written record and the photos - which will have date and location data embedded in the files to corroborate the time and place of the damage. An e-mail trail supporting these events would also be excellent. Keep a file of all written information and make sure that any phone conversations are written down immediately, including date, time and duration.
I’d make them feel lousy about it and push him to compensate you in some way with some token accessory freebies and/or a free first service, etc. This is (or should be) basic customer service for dealers. They should have plenty of ways to sweeten this situation for you - they always do when it comes to parting you from your money at the beginning.
This kind of thing happens all the time, actually. At least he’s being honest with you, which is rare these days. Remember to be polite but firm - getting hot under the collar does nobody any favour.
JC
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