New Car used as a Demo

[RGFC1986]

Hi everyone,

I will be picking up my brand new VW Golf 118 TSI this week from a Sydney dealership (name not disclosed due to privacy reasons).

I was really excited until I visited the dealership yesterday to hand in my finance application. While I was there, I noticed that my car was on the showroom floor. I did not mind this at all especially because there was a piece of paper left on the dashboard saying "SOLD".

However, the car had been left unlocked. Right in front of me, I noticed:
- a family of four were trying out MY car. Their young son was walking all over the backseat with his dirty shoes on.
- another potential buyer was turning the steering wheel while the car was parked in the show room (what the hell was he doing? I still don't understand).

This all happened while I was there, so who knows how the car was treated at other times when I wasn't there! When I spoke to my salesperson earlier today, he acknowledged that the car should have been locked. He then attempted to justify this by saying that I should have picked up my car as soon as I was informed it was ready to be picked up.

I am sure as new car buyers, we would like our cars that we ordered with much excitement and waited a long time for to be actually "brand new" rather than being used as a demo-type vehicle.

If any VW fans or VW salespersons could advise what I can do about this matter, I would really appreciate it. I hope you all understand where I am coming from.

Thank you

RG

[krait81]

thats just plain bull. suddenly it's your fault now not coming earlier.

[ConR]

ya that's BS in my mind...I'd be taking my service to another dealer after that show.

[hooba]

That's nonsense, and then to try and tell you it's your fault it simply disrespectful. A new car purchase is a big deal (note how some VW dealers acknowledge this by going to the trouble of putting a big bow around the car), and every effort should be made to make sure it is a positive experience.

If this happened to me I'd be even more careful making sure it is spotless when I pick it up, and I'd probably give the Dealer Principal a call and let them know what happened.

How about naming and shaming?

[Maverick]

However, the car had been left unlocked. Right in front of me, I noticed:
- a family of four were trying out MY car. Their young son was walking all over the backseat with his dirty shoes on.
- another potential buyer was turning the steering wheel while the car was parked in the show room (what the hell was he doing? I still don't understand).

I would have told them to get the friggin hell out of your car.

If I see a car that has sold on it in the window I don't touch or sit in it as it's not my car and it's not a demo. Some people need to learn some respect for other people's property and nice to see the family is raising their child to be so respectful of others property.

At the end of the day there isn't really that much you can do, at least it hasn't been driven around as a demo so just make sure it's really really clean when you collect it.

[juve23]

Sounds like VW Liv.r.ool....I have a long list of issues with my new GTI....ready to publicly vent in about a week if nothing happens...

[RGFC1986]

Maverick - I only found out it was my car when they informed me on my way out of the dealership. If I had known earlier, I would've definitely told them to get out.

Hooba/Juve23 - The salesperson didn't take my concern seriously, so I'll voice my concerns again before I pick up my car. If I don't get a reasonable response/action then I'll definitely be letting the Dealership Manager know about it. But what do you guys think I can expect from them? I mean the detailing will make it look nice but I'm more worried about the steering wheel which the idiot was playing with.

If I don't get a proper response/action from them, I will definitely be venting my complain publicly and won't be afraid to name and shame them.

[ConR]

I think it's time some of these dealers get what they deserve. Sorry, that's just plain stupid what they did. Dermot and others here, not directed at you.

But, word of mouth is huge...I hope these dodgy dealers are out of jobs soon...makes you sick almost.

[booya]

Thats crap. I also had to delay picking my car up by 2 weeks because I went oseas but the great thing was that it was during the hailstorms and they put it in the showroom. I too was worried about people touching my car but it would have been worst if it was put outside and got hailed on. It had a sold sign with my name on it and in general they kept it locked but there were lots of finger prints on it according to the dealer which was understandable given it was the only GTI on showroom. The day I picked it up, it was left unlocked for me to inspect but while signing the final papers two lots of lookers came in and sat in the car. Both were "chased" away immediately. As long as your salesman redoes the detailing after the shoes incident, it should be ok. The steering the wheels sounds weird but I doubt he would have had the strength to move the wheels without the car on.
The salesman should not have said it was partly your fault. I would complain +++ to the post-sale feedback form.

[REXman]

Thats terrible man. If its sold, its SOLD! There should not be anyone elses kids jumping around in it if you are paying for it.

I would tell them that you should get a free service or something If its got anything wrong with it. I mean its like buying a new laptop, getting home and realising its a return item cause some software is missing/seal is broken.. thats not new anymore either!! (yeah its happened).

In saying that, my dad who is a champion, would laugh at what I just wrote and would get to worried about it.

My mum would have a spac attack and sue someone. LMAO

[jj77]

That's really bad and also that's a really poor customer service. As what other members mentioned , when a car is sold, it's sold and no one should access the car for "browse" purposes. When I picked up my car, all sold cars were covered with a veil including my car so no one could check the cars out.

Unless, there are obvious signs of damages, etc. you can't do much about what happened I think other than ask them to clean the car thoroughly - though, you should certainly let the dealer principal know about your less than pleasant new car purchase experience.

When I picked up my previous car (Polo), I had problems and I sent letters to the dealer principal and VW Australia or Asia (I can't remember). A few weeks later, I received a free 7500km service voucher from VW - which was unexpected as the reason I sent the letters was to inform them about my unpleasant experience and wanted them to acknowledge my frustration.

J

[craig_the_german]

What is it with VW dealerships?

Most of you will be aware of my horror delivery experience (where the dealership couldn't even be bothered detailing my car before delivery and simply said..."we'll just throw some plates on it and you'll be on your way")

It seems that some dealerships / salespeople have no respect. No respect for their product and no respect for the customers. There seems to be as many horror stories as there are good ones.

As one of the previous posters has mentioned, the dealerships forget that buying a new car is a BIG deal for most people and to treat customers the way some do is disgusting. Every customer is entitled to the new car experience and (in my case) not having your wife brought to tears by the way you are treated.

What to do.......I complained long and hard to the dealership and to VW Australia....VW Australia hand balled it to the dealer, the dealer couldn't even be bothered returning my calls......

[triode12]

What is it with VW dealerships?

Most of you will be aware of my horror delivery experience (where the dealership couldn't even be bothered detailing my car before delivery and simply said..."we'll just throw some plates on it and you'll be on your way")

It seems that some dealerships / salespeople have no respect. No respect for their product and no respect for the customers. There seems to be as many horror stories as there are good ones.

As one of the previous posters has mentioned, the dealerships forget that buying a new car is a BIG deal for most people and to treat customers the way some do is disgusting. Every customer is entitled to the new car experience and (in my case) not having your wife brought to tears by the way you are treated.

What to do.......I complained long and hard to the dealership and to VW Australia....VW Australia hand balled it to the dealer, the dealer couldn't even be bothered returning my calls......

Did you call the customer hotline or did you speak to someone at VW Australia itself?
I believe the customer hotline is run by a third party company not VW.
I too have had a bad experience with my dealer which was sorted after much shouting on my part. The 2nd time was a much better experience.

[Maverick]

What to do.......I complained long and hard to the dealership and to VW Australia....VW Australia hand balled it to the dealer, the dealer couldn't even be bothered returning my calls......

Make sure you really go to town on the customer satisfaction survey because this Volkswagen and the dealers do care about.... $$$$

[gerhard]

That would give me the irrits, for sure. Especially parents who have no respect for property demonstrated by letting the germs run all over the seats.

But the key to the issue is - did you pay a deposit?

If you did not, the car is not sold. You mentioned that you went to the dealer to hand in your finance application, which implies that no money has been handed over. A finance application is not money, because there's always the possibility of a finance application being rejected.

It comes down to the sale of goods law - "invitation to treat", "making an offer", "acceptance of offer" and most importantly "paying the consideration". Until all 4 are complete, there's no contract and no sale.

Unfortunately there are many horror stories in the car industry, and a high %age of them are down to the salesmen. I'm acquainted with many of these people and to be fair to them, they start out keen and service oriented, until the 100 hour weeks and incessant pressure from their principals takes its toll, not to mention the disrespectful customers who let their sprogs run all over the showroom and scratch and otherwise damage brand new cars.