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Thinking of cancelling my order

neil beard

New Member
Joined
Mar 7, 2008
Messages
23
Car
a very average c350e
I am so angry i am considering cancelling my order for a C350e. How's this for a story of terrible service. Ordered a new C350e sport premium in feb for july delivery. Nice spec in paldium silver. This week i get a call from the dealer saying "that colour is discontinued youll have to pick another colour". The alternative colour being introduced is sollenite grey. No problem i'll have that. The dealers reply? " You cant have that as your build slot is june and that colour doesnt come out til july. You can have silver blue red white or black". So i say cancel my order and they say "too late to cancel".
So if youre out there mercedes my questions are as follows:
1, why delete one colour but not have the replacement colour availabe immediately?
2. Why did i only get the call this week when i ordered the car in february
3. Looking at the USA forum theyve been talking about this since November so how was i allowed to place the order in february?
4. Are you really so arrogant that you expect me to pay £40k for a car and be forced to pick from a list of colours none of which i i like?
 
Unless the T&C you signed say that they can change the spec at any time.... I believe you have good grounds for cancelling the order.

How did you pay the deposit - by Credit Card hopefully?
 
Not sure if the dealer is correct I would say you have placed an order for a specific coloured car and they cannot now fulfill that order.

Seems strange that the order has been placed and now much later that colour is discontinued.

It may not be the dealerships fault either but your contract is with them.

You should be offered something by way of compensation.

Having said the above it is just my opinion you should probably seek legal advice but I would say that if you still want the car then try to come to an amicable agreement with them it would be a shame to sour the relationship.
 
The dealers reply? " You cant have that as your build slot is june and that colour doesnt come out til july. You can have silver blue red white or black". So i say cancel my order and they say "too late to cancel".

So, in a nutshell M-B U.K. or the dealer have already ordered silver, blue, red,white and black and they want to shift that stock, one of which to you?
 
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Go to the dealership and have a level headed chat with someone in a position of authority until you arrive at an outcome with which you're happy. That may mean cancellation, waiting for a later slot etc etc.

No point having a rant, approach them calmly and ask them how they are going to rectify their problem, as it is their problem.
 
How pathetic. They should honor all orders placed, its not as if its a different paint process.
 
Totally dreadful service I agree. as already said, if you're serious about cancelling then speak legal advice. I'm sure that can't make you have a car in a colour you don't like.

(BUT the Brillant Blue is stunning!!)

Ant.
 
Selenite grey is from June production. If you can't have palladium, you can have selenite
 
Totally dreadful service I agree. as already said, if you're serious about cancelling then seek legal advice. I'm sure they can't make you have a car in a colour you don't like.

(BUT the Brillant Blue is stunning!!)

Ant.


Fixed typos. :D
 
That sounds like shoddy service, to say the least.

It sounds as if you've ordered something, they've accepted the order and now can't fulfill it. I don't see how they think they can enforce delivery of something you haven't ordered, unless there's something in the small print that covers that.

A calm discussion with a decision-maker at the dealer would be my first port of call. Not a very good start to a relationship with a customer.
 
Go to the dealership and have a level headed chat with someone in a position of authority until you arrive at an outcome with which you're happy. That may mean cancellation, waiting for a later slot etc etc.

No point having a rant, approach them calmly and ask them how they are going to rectify their problem, as it is their problem.

Voice of reason.

Thank you sir.
 
Is this a little bit of an overreaction?

I don't think so unless the deal is too good to walk away from.

Maybe the dealership could have handled this in a better way but we only have one side of the story.

Personally I would go into the dealership and have a discussion as per Reds post, the customer may leave with an alternative colour they are happy with and a goodwill gesture.

But keep us updated on the progress of this sale.
 
I would cancel - this is the start of the service you can expect. Imagine how bad it will be when you get the car. Walk away.
 
Do as Red C220 says and go down to chat with someone with clout and not the sales numpty that called you.

Basically, you'll accept one of the other colours if they significantly discount the purchase price or (more likely) include servicing for next 3 years, free bike racks/roof box, Sky TV free for a year etc. etc. etc (you get the idea).

However, if none of the alternative colours appeal to you, then just walk. The way I see it is that they have an obligation to provide you with you ordered (documented and in your possession, I assume). If they are unable to fulfil that, than you have the right to cancel.

Can't see this being too dissimilar to distance selling ruling in that you haven't actually seen the product you've ordered, therefore your rights to cancel are still intact even after you've received the goods.
 
Curious as to how you would be if you was in this situation

If I were in that situation I would be pretty cool actually.

It's not personal but simply a business transaction, a pragmatic approach is the most appropriate, being really angry is pointless.

I would realise that I cannot buy what is not available and accept that and choose another colour.

I would not expect my dealer to be impressed that I was spending £40k on a car.

I would work with the dealer to achieve a solution rather than bitching about i on the internet.

How would you deal with such a first world problem?
 
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Lewyboy I think the problem is that the car has already been ordered in that colour, and suddenly become unavailable between the time of order and manufacturing.

I don't think it is an over reaction, and would most likely order the bmw equivalent instead.
 
They do have no control over what Mercedes actually does, so get yourself a Plan B and work with the dealer to resolve.

I'd firstly, walk into another dealer, explain the issue and ask if they can get a July build slot car for you in the colour you want. Then you'll know if there are any free July slots for what you want

Then go to the other dealer and if they can not resolve your issue (by shifting you to a July slot, or by swopping your car with another customer's slot thus getting the other customer a car a month early) then cancel the order on the basis they can't supply what you ordered and go back to the other dealer

Or, accept one of the new colours and ask for a bigger discount

Cheers

Richard
 

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