Dealer fails to provide new car documentation: Octavia manual, log book and spare key

[afterdarker]

I had my new vRS delivered last week and the dealer, Skoda Macarthur in Narellan NSW, still hasn't delivered the service record and shop manual and spare key. I almost refused delivery of the car (dealer brought it to our office) but I was pretty keen to get it, as you can understand, so I said OK, courier to the log books etc me, when the rep said he had forgotten them.

A week later still nothing, despite calls to dealer. I am advised "it has to be processed through Skoda Australia". Which I think is B/S. Should I be concerned? I mean I can always take it back to the dealer and leave it blocking the driveway until he gives me a spare key, but don't want a confrontation such as this, if it can be avoided.

Any advice would be appreciated. Thank you


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[vEnOm_oz]

Your options are to push the dealer for a definite time frame for delivering the items or to get in touch with Skoda AUS directly relating to this matter. Bring to their attention what the dealer told you and be very assertive about the service (lack of), you received.

[KWICKS]

Skoda FB page seems to be monitored. Skodaassist@skoda.com.au I think is the email for help with dealer issues.

[tigger73]

Dealer fails to provide new car documentation: Octavia manual, log book and s...

I'd be talking to the sales manager and if no action to the dealer principal. Though you'd think that the books and spare key should be something relatively easy to sort out.


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[Mysticality]

Macarthur Automotive have always been a bit useless, every time me and a mate went there to look at the new Octy vRS and the sales guys just sat at their desks watching us while we basically took this thing apart. Would have quite happily started talking test drives and as he's looking to upgrade his Octy vRS to the Mk3, he would have started talking finance... A sale lost, all because we apparently were not interesting enough. There are other stories too, but I'm not going to go into them here.

I wouldn't hesitate to put the boot into them, someone needs to!

[dArK5HaD0w]

that's piss poor!
might aswell be stolen cause "the owner we stole it from left the spare key, user manual and log book at home"!!!

my alarm bells would b ringing if didn't have the spare key. this is a brand new car, not a 2nd hand car!!

[woofy]

Should have been signed off for the delivery, makes you wonder what else they forgot. I'm guessing you didn't get the delivery checklist either as it would have been in the bits you are missing. I'm assuming they had it all together somewhere and are just crap.

Or the other owner is wondering where their car is

[spud75]

That is pretty ordinary, considering how much a spare key costs.

Each key remembers the DIS settings for that key as well. eg simultaneous wing mirrors, speed alert, time preferences, coming home lights, etc, etc.

The owners manual should have the statement about you being the first owner and the with delivery report etc.

So did they even give you the number for skoda roadside assist should something happen?

You could keep ringing the dealer and ask questions about how to wind down the windows, where the lights switch is, how to move the drivers seat, and you cant close the boot. Even better, ring skoda breakdwon assist and say you cant close the boot c=because you dont have a manual that tells you how to do it.

Then lock your key in the car at home, ring skoda assist again, and say you cant use your spare because you r dealer didnt give you one....

I feel for you, you have had the polar opposite experience with Skoda to what I have had....

[brad]

ring Skoda Assist, post to Skoda Au Facebook. Keep rattling cages as the dealer has stuffed up big-time. All that stuff should have been in the glovebox & is part of the PD checklist.

put on the angry eyes.

[bobski]

Turn up at the dealership. If they can't produce a key and manual, WTF is going on exactly!

[afterdarker]

Dealer fails to provide new car documentation: Octavia manual, log book and s...

Well I was starting to get a bit pissed off and called Skoda Australia (VAG head office is in Regents Park Sydney) today and spoke to a Rosie who was quite helpful. She took my details and then rang the dealer immediately and then called me back within half an hour. The dealer had said yeah it is in the mail. I got back to the office and yes the dealer had posted it to me, and it had arrived. So I have got the spare key and the log book.

Four things to mention: no delivery check list (you were right with your prediction woofy), no dealer stamp on the log book, it took four phone calls to get the thing post sale, and then they just sent the whole thing regular post - a reasonable risk given the keys are worth what? - about $400 alone. At least I got it, but lousy service considering I forked out almost $50 K.

Macarthur Skoda Narellan also sell Kia maybe they are just used to cheap cars / bad service? A below par experience. The unhelpful sales rep was Mick Vlahovic. On my experience, I won't be going back.

Thanks to everyone here for helpful advice.

[tigger73]

Good to hear you got there in the end. Hopefully your ownership experience is better than your dealership experience. Like a lot of things there are the good and the bad.


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[mazstar1980]

Did you actually get a logbook because I was given something resembling a logbook but without stamps spaces, apparently from MY15 dealers don't givr out logbooks it is all electronic? I would prefer a logbook and stamps.

[dArK5HaD0w]

Gee.....sending ur spare key through regular mail!!!

My welcome pack, including skoda assist pack was sent via mail. otherwise the rest was all in person.

My experience of picking up my car from the dealer was memorable.
Twas nicely wrapped in skoda green velvet on the showroom floor; the dealer princple was there to present the keys; pictures taken; a one on one with dealer, spending 15 mins showing me all the important buttons/settings and other key points.

Kudos to Colin at Lennock Skoda.

[Tuan]

Hope that green velour curtain didn't scratch your paint!!