Damages on new C63 picked up from dealer

[JBD]

Based on how your replies have been, i think its best u return and reject the car rather than drag this out. Once you are not happy with the car, even with a respray, u wont be able to enjoy driving it.

Sounds a bit catastrophic to me. A new seat cover and a resprayed panel will fix it.


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[LTD]

The new car should never have been handed over like that

In fact - that seat should never have passed QC at the Factory.

Poor, very poor.

The customer has every right to be upset

 

[whitenemesis]

The new car should never have been handed over like that

In fact - that seat should never have passed QC at the Factory.

Poor, very poor.

The customer has every right to be upset

Agreed, now what?

 

[LTD]

Agreed, now what?

Panel respray to MB standards with full 30yr warranty confirmation.

Replacement seat - not a cover swap.

Customer suitably compensated for the negligence of PDI and to redress the poor experience that should be the high point of ownership.

Whoever was responsible for allowing that car to be released to the customer needs a swift kick

 

[tonyms1]

Well from the photo the seat does not look too bad, was this a new car on display in showroom?

Personally I would not be too pleased with these issues but judging by the replies some people would not be too concerned.

Only you can make the decision as you are the one living with the car.

I did reject a new car once following a click from the seat, car was a month old, the dealership was going to remove said seat and do a repair.

I wanted a brand new seat so the customer service manager at Lexus got involved, it appears there is no part number for a seat, they come in separate parts.

In the end they took a seat from a new car to keep me happy.

I digress but you get my point the decision is yours, have the panel resprayed to your satisfaction if you keep it.

Good luck.


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No, this was not a ex-demo car. I ordered the car to my specification and patiently waited 3 months for it

 

[markjay]

...I did reject a new car once following a click from the seat...

In the end they took a seat from a new car to keep me happy...

So did you end up rejecting the Lexus or not?

 

[tonyms1]

Thanks everyone for your opinion and advices which mean so much to me at the moment. It has now been 4 sleepless nights, the night before picking up the car it was full of excitement but it was just bitter disappointment after that. The car has been sitting on my driveway and I have been put off driving it for 2 days now.

I was really hoping that the smart repair would have sorted the stone chip properly because the idea of respraying the whole panel doesn't sound appealing to me considering the car is brand new. The paint wouldn't be the original paint and I am terrified it is going to bring even more problems because much bigger area will need to be re-painted. Can I trust the dealer to do a panel respray properly and up to MB standard?

With the option of rejecting the car, can someone kindly confirm if I have that option? Is rejecting the car reasonable in my case? The Consumer rights act seems to say that the vehicle has to be faulty. I really want to know what my options are with this because I think the longer I keep the car the more likely dealer going to fob me off

 

[001]

You have 6 months to return the car.Get in touch with MB UK directly on Monday morning not through the dealer and tell them you want a replacement.

 

[Rashman]

Seriously? How many new cars get scratches etc, repaired prior to new owners collecting them? It's no big deal, disappointing, yes but serious enough to try and reject the car!!

Drive your immaculate new car off the forecourt and you could collect a stone chip on the drive home...

The wrinkly driver's seat is only what it will look like in a few miles anyway.

Your dealer seems genuine and is trying to resolve things, stick with it. Better the devil you know..

Yup, I have to agree.
You could very well pick up a chip on the way home.
Seat creases are annoying, granted.
But you will create these yourself.

But this doesn't take away the fact that you do have a new car.

Also bear in mind that trying to rectify a problem can sometimes create new ones.

I certainly would NOT be happy having the dealer's "approved" bodyshop respray the whole panel.
This could quickly turn into a nightmare.
Poor paint job, over spray, poor clear coating, bad polishing.
You could very well end up finding yourself going back again and again to have work corrected.

I would want to keep as much of the factory paint on the car for as long as possible.

Try to put these things out of your mind and enjoy.

 

[Rashman]

Just read your other post.
Yes, I would have the same concerns about their bodyshop.
Steer well clear and stick with the factory paint that is already on the car.

Chill and enjoy the car.

 

[Headhurts]

So did you end up rejecting the Lexus or not?

I initially rejected then when a new seat was found and fitted to my satisfaction I kept the car.

Ended up keeping it 3 years then sold it to my neighbour.


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[JBD]

It's overkill rejecting a car over a chip and a crease. No way would Mercedes pay for a new seat either. They can send a new cover and it'll be fixed. As long as the paintwork is done to a good standard, I see no issue. Register a complaint with MBUK and they'll make sure it's all dealt with properly


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[Headhurts]

It's overkill rejecting a car over a chip and a crease. No way would Mercedes pay for a new seat either. They can send a new cover and it'll be fixed. As long as the paintwork is done to a good standard, I see no issue. Register a complaint with MBUK and they'll make sure it's all dealt with properly


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I am not sure how I would react but a brand spanking new car with a chip and crease in the seat is not acceptable and Mercedes should do whatever is needed to keep their customers happy.

Lexus would have and it was the customer services manager who contacted me direct to ask what I required to make me happy with the car.

With such a nice car I may well state that a condition of keeping the car is that I am happy with any remedies they come up with.

I hope the car is fixed to ops satisfaction.

JBD you are very helpful and I appreciate the effort you go to on this forum and I have a good friend who sells cars, I think sometimes people in the trade forget what a big deal picking up a new car is, it is quite emotional and sometimes common sense takes a back foot.

Please don't think this is a pop at you it's not.

When I picked my new last year S212 E350 up I got a couple of miles from your dealership and a fault light came on, I returned and spent 5 hours waiting on a fix but ended up taking the car away and returning the following week.

It was merely a sensor issue but did take the edge off what was to be a very exciting day.

Don't you think that if the op was contacted by Mercedes customer service and for them to promise the car would be remedied to his satisfaction that this would ease the concerns.






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[DuncS3]

I'll check my seat when I get my car back - I recall thinking the seats looked like they might wear quickly so perhaps mine has some lines in it too but its not an issue I thought I had to raise. As per my other thread, my car is back after 600 miles with a coolant leak and although I don't want the dealers taking my coolant system to bits it's not the end of the world.

I totally understand your disappointment though - hope you work it out to your satisfaction but its mostly a mind game at this stage - don't get it resprayed, and wait for a seat cover to be done under warranty.

 

[brucemillar]

Not to pour petrol on anybody's fire here. This is my personal view:

When buying absolutely anything that is new. I expect it to be....... new!!

So I would not want, a half eaten Mars Bar, or a drink with the lid off, anymore than I would want a car, not to be 'new'

I would hope and expect that the people that I am buying from would apply the same logic as me, and do all they could to ensure, that what I see when I walk in the room, is what I was expecting. I don't feel that this is too much for anybody to expect, be they buyer, or seller.

One can only imagine the chaos in M&S underwear department were they to flout this simple process. "Here are your new underpants Sir" Oh dear.

 

[Deleted member 37751]

I would be looking for either a hefty wedge back for the hassle or I'd look to reject it and the panel they're on about spraying will never 100% match the car.
I recently bought a painted fire surround that was very expensive and it took the supplier five (!) attempts to get the paint finish to my standards because when you're paying top money for something brand new, you expect it to have no issues whatsoever.

Having said that, if whoever had done the PDI had done his/her job correctly, they could have remedied these faults beforehand, the customer would be none the wiser and everyone would have lived happily ever after.

 

[markjay]

...Having said that, if whoever had done the PDI had done his/her job correctly, they could have remedied these faults beforehand, the customer would be none the wiser and everyone would have lived happily ever after.

Which is probably more common than we imagine.

 

[Deleted member 37751]

Which is probably more common than we imagine.

I know how common it is and it sounds as though the OP is pragmatic enough to also understand.

"What the eyes don't see, the heart doesn't grieve over" as my grandma says.

 

[brucemillar]

I know how common it is and it sounds as though the OP is pragmatic enough to also understand.

"What the eyes don't see, the heart doesn't grieve over" as my grandma says.

....and there is also protection in law, should you find out at a later date, the dealer did not declare the damage to you. Specifically this applies in the instance that the 'new' car is later discovered to have suffered damage and been repaired 'before' you signed for acceptance.

There was a fairly recent case of a lady, who on attempting to sell her car as 'HPI clear, never been crashed, never been smashed' was horrified when an AA inspection, commissioned by a buyer and sanctioned by her! exposed a substantial repair to the rear of the car that involved welding, new panel, etc. The repair shop in question were traced (after the dealer denied all knowledge) and freely admitted that they had been asked to repair the car for the dealer who had crashed it IN their workshop, when it was reversed into a four post ramp.

I believe that she traced the repair shop by simply phoning round a few local shops and asking if they had repaired her car?

The dealer (in court) argued that as the car had been repaired 'prior' to the its new owner taking delivery that she had happily signed for, they had done no wrong. The courts took a different view and saw it as fraud. The seller was put back where they were before the purchase and compensated for losses etc.

I cannot recall the exact findings: But there is a position law that states that dealers must declare what they know (as this dealer has done).

 

[Deleted member 6183]

I cannot recall the exact findings: But there is a position law that states that dealers must declare what they know (as this dealer has done).

To be fair to the dealer on the OP, they appear to have done the right thing.