advise...

[yak00]

Got three warning lights on Sunday and car gone into limp mode:- Diesel Particle, Enigne fault (coil) and Emission Control System.
Called out the AA who after 30 mins looking for the connect port could only see the deisel particle fault on the laptop. Tried clearing the warning but failed and suggested I waited till monday and spoke to sales @ Hobbins to see if they had a spare car. Spoke to sales on Monday and they advised I rang back on Tuesday and spoke to services. Spoke to services this morning and they said thy had no empty slots available till the 10th and the AA would only provide a courtesy car for 72 hours !.
Have tried ringing another local dealership who hasn't returned my call (been over an hour), and Seat Customer Services department is closed ? !!!

advise on where to turn next would be appreciated.

 

[ZBOYD]

Customer Services should be open today? Have you called 0500 222222

 

[yak00]

yeah, appears they open up after 10:00 and to be honest aren't much use besides giving out numbers of local dealerships.

I appreciate dealerships will have cars booked in for servicing, but can't they make the car a priority as it's not drivable ?

 

[ZBOYD]

Well im not sure who you spoke to at SEAT UK, but you need to ask for a customer services manager, if your getting no joy with the customer services personal.

I can't give you any real advise because i don't know what your telling them or asking them to do. But from what I can gather its a manufacturers warranty issue anyway, so they need to get it sorted.

If your car is not unusable, then that obviously is the most important fact that needs putting across to them.

If the dealers have no cars, then SEAT should authorise them to hire a car for you while yours is repaired.

I would communicate the fact your not satisfied with them giving you numbers of other dealerships, they need to sort this problem for you. Ask for a customer services manager.

Short of that get back on to Hobins and ask for the service manager or failing that the dealer principal or a general manager.

 

[yak00]

Got a call back off Bury, who said although they have no spare slots nor parts they would make it a priority if the car bought in. (To be honest it's what I would have expected the other dealerships to say, having paid close to £18k !)
Just spoken to the AA who say the previous engineer didn't state the car needed towing so will have to send out another engineer to assess.

 

[yak00]

update: AA came out again on Tuesday and stated the car was okay to be driven into the local dealerhip, so based on reputation we took it into Hobbins rather than Bury.
Was told they'd tried to fit it in but repair 'may' not be covered by warranty (something which I would have disputed following two AA call outs). After several phone calls I was told today that Seat had agreed to cover the cost under warranty following some persuation BUT the part won't arrive in the country till next Friday and they have no cars available which they could make available whilst my car is being repaired. So I'm going to be without a car for around 10 days ! .. and there's very little I can do about it according to both the dealership and Seat. Not something I expected when I stumped up £18k.

 

[morleymackam]

How can it not be a warranty issue? How old is the car? If it's not something you've done to it and it's not a wear and tear part they have to fix it surely?

 

[ZBOYD]

From what I have gathered from conversation with yak00, SEAT have allegedly claimed that proper care and maintenance was not taken of the DPF as is apparently set out in the vehicle handbook.

But I'm third party to this, and also don't have much experience with diesels anyway. So I don't really know the ins and outs of the claim. But you would certainly expect a failed part on such a new car to be replaced under warranty.

If the owner is without a car, then they should be provided with one while repair is undertaken. Its another subject entirely, but it really gripes me that car dealers and manufacturers can not provide a good level of courtesy car service to loyal customers.

Its not like they are plumbers or bakers, they make and sell cars so why can't they have spare cars for customers in emergencies? They seem to find the cars when they want to promote them, by handing them out to the press and all and sundry. Its not just a SEAT issue, its the same across the industry and its stupid. Customer is king, they really need to focus on the customers.

But as I say, not sure what has been said, or what yak00 has told his dealer or SEAT. Don't know the full story, so without all the facts it's wrong to point fingers of blame.

I certainly would of taken it further though, but that is purely my opinion.

 

[yak00]

Car is 56 FR with 10k on the clock, was told the repair may not be covered under warranty as the proper guidelines were not followed as per manual. I would have disputed this claim had Seat not agreed to cover the repair.
I can appreciate the dealership has tried to accomodate the repair during a busy period and all their alloted cars have been booked out for oher jobs, but surely they should have allowances for such occasions. Can just about manage a day or so, but over a week is taking the mickey specially as I may end up having to hire out an 'astra' when I paid 18k for a car three months ago.