My new Ford Mondeo is scratched - how do I get them to repair it under warranty?

I collected my new Ford Mondeo from the dealer at the beginning of July. I glanced over the vehicle before collection and it appeared to be okay. The following day, I noted that the rear bumper was actually buckled and notified the dealer. Although he offered to fix it, being an old mechanic, I used a body shop trick to straighten it with complete success. I then garaged the car for three weeks and went on holiday. When I next used the car, the sun highlighted several deep scratches on the tailgate glass, which I again reported to the dealership. The vehicle had covered 60 miles at that point. In their response, they informed me that as it hadn't been spotted at PDI, then no warranty claim would be entertained. I called in a glass polisher at a cost of £100 and they removed around 90% per cent of the scratches, but the deepest are still there. Checking the vehicle more closely I can now see several scratches on the roof of the car too. I guess I cannot reject the car, but the dealer quotes me £450 to replace the tailgate glass. Where do I stand? Should this be a warranty claim? Vehicle has now covered 87 miles.

Asked on 3 September 2017 by MartyF

Answered by Honest John
Sue the dealer for the cost of replacing the tailgate glass and repainting the roof. Use Small Claims: A purchaser is not expected to inspect a purchase in minute detail at point of collection. See: In particular, see: The Consumer Protection from Unfair Trading Regulations May 2008 (CPRs) contains a general prohibition against unfair commercial practices and, in particular prohibitions against misleading actions, misleading omissions and aggressive commercial practices. The Regulations are enforceable through the civil and criminal courts. This creates an offence of misleading omissions which would not previously have been an offence if the consumer had not asked the right questions. So if a salesman knows a car has, for example, been badly damaged and repaired and does not tell the customer, he could later be held liable if the customer subsequently discovered that the car had been damaged and repaired.
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