Anyone had any joy with a complaint?

[chris_m]

Put an official complaint in writing to SEAT UK last week regarding the farce with my secondary air pump. Basically it failed inside warranty but part wasnt available, so had to wait 3 weeks. I checked at the time as i was only 1 week inside warranty, was told by the dealer it would be fine as it had been diagnosed inside warranty - however, when the part did arrive SEAT refused to pay for it, then after a good will request only offered to pay for the part, lumping me with an £80 labour charge!

So wrote a very strong worded letter with a copy of original job card and date, along with my reciept. Have kindly 'demanded' my money back..

Just wondering whether anyones ever had any luck with them? I dont hold much hope personally..

 

[dj_hektik]

i dont know. i dont mean to discourage you but im don't hold much faith in the warranty.

But in your case I would definitely try my best, even if only for the principal of it.

 

[spyke85]

Did you take this up with the dealer? As if the fault was recorded on the system by the dealer before the end of the warranty, the part, and work should definitely be covered by the manufacturers warranty. Rather than writing, its quicker to deal over the phone with Seat UK so you get a result quickly. Surprised your dealer didn't have this sorted for you. Its amazing where I work the amount of cars coming in just before the warranty ends with small faults such as the gearknob has flaked. All get replaced though!

 

[chris_m]

Took it up with the service manager at the time who was frankly uninterested. "I'm not prepared to pay labour when its either your's or SEAT's problem you couldn't supply the part!" ... "Well you dont get your car back then.." !!!

They had the car for a week, a full week, because they did the work without double checking it was covered. I was told 72hrs for the decision on a goodwill thing, after a week they still hadn't phoned and when i went up, the fax from technical had been sitting there for 2 days! Phoned customer services who were also unhelpful, saying that dealer should fax original job card with date but would take another 72hrs for it to be assessed which is frankly unbelievable.

 

[spyke85]

To be honest if its Seat's problem and that attitude is being taken up, its the dealers problem. It is in no way your fault so don't let them tell you that. A strong worded call to customer services is due I think.

 

[chris_m]

Sweet jesus it gets better.

Loooong letter back from customer services. Basically they contacted said dealership and the dealer has said that part was ordered 28th July, recieved 31st July (day before warranty runs out, how convenient!). No communication from dealership that this happened, up til last week they still maintained it was late, and even said so on the goodwill form to SEAT!!

So we basically have a dealership who cant be arsed to phone customers to let them know whats going on, then when the **** hits the fan, they swing the story round and blame the customer, unbelievable.

 

[spyke85]

Are they refunding you? Spoke to the warranty admin at Audi who deal with same as Seat so same procedure etc, and you shouldn't have to pay a thing as the job was raised and identified before the warranty ran out.

 

[chris_m]

Nope!

They've said their decision stands. It seems like its my fault now, because the dealer has lied and said the part was in on time, its my own issue because i didnt get the work done in time, which to me, is ridiculous.

Even disregarding all of this, £77 seems like a small amount to keep a customer happy does it not?? I'll be sure to let them know in my reply that dealer incompetence and lack of customer support from CS has lost them my order of a Cupra next year. Im not spending money with a company who doesnt give a flying F about me.

 

[andycupra]

good luck mate is all i can say.

in my experience they are about as much help as a chocolate tea pot.

im my experince having a car within original warranty and a paid for extended warranty wont even get the work paid for.