Dealer Scratched Car

[MikeGTD]

So i took my car to the dealer last week to investigate an automatic headlight fault - turns out the sensor had died and was replaced under warranty.

When i went to pick it up i was standing next to the car chatting to the service rep about repairing an alloy i had kerbed, and mid conversation he looked down and ran his finger along a scratch. I don't think he really realised what he was doing - it was more of a subconscious thing.

Anyway, it made me notice it, and I knew it wasn't there previously so took a closer look and it was fresh and quite deep. There was no question it has happened in their care, so the rep asked me to come back this week when their body guy was in so he could take a look.

I have just been in and he told me the panel needs to be resprayed as the scratch was too deep and close to the fuel flap and door to be painted and blended. They are speaking to the bodyshop they use to find out when it can be booked in and repaired. I've been told it could need to be with them for 3 days.

I have few questions:
 - If the whole panel needs a respray, does that include the roof and the rear quarter on the off side? It looks like its all one panel.

 - As the car is black, do i need to be concerned about the respray standing out from the rest of the car? Its just over 2 years old now.

 - I feel disappointed that it wasnt pointed out to me, as whoever caused the damage must have known. Also, they haven't apologised for the damage or inconvenience. Is this standard or should i expect some form of apology?

Not looking forward to having a standard courtesy car for 3 days - Tried to persuade them to give me an R when it was in for the day last week but they wouldn't, even though i've been enquiring about buying for.

Cant work out how to upload a photo, so will have to wait until i do!

[kalimon]

I would be fuming!
There could well be a knock on effect when you come to sell your car.
I sold my car through 'we buy any car' and they went over the entire car with a device that checks paint thickness to see if it had been repaired in the past.
Mine hadn't but if it had, you can be sure they would have offered me significantly less than I ended up getting.

[Mk7-GTD]

It is your choice as to where the car is repaired, not theirs. At the very least they should give an apology for it and also tell them that you will arrange your own car hire at their cost of they don't give you an equivalent or better car to yours.

Have you seen work that their body shop have carried out, both before and after? If not then I'm not sure I would trust them. What is the name of the body shop they want to use? I know a couple in and around the West Midlands and some I wouldn't let them do my wheelbarrow let alone touch my car. I also know some that are fantastic.

[monkeyhanger]

It is your choice as to where the car is repaired, not theirs. At the very least they should give an apology for it and also tell them that you will arrange your own car hire at their cost of they don't give you an equivalent or better car to yours.

Have you seen work that their body shop have carried out, both before and after? If not then I'm not sure I would trust them. What is the name of the body shop they want to use? I know a couple in and around the West Midlands and some I wouldn't let them do my wheelbarrow let alone touch my car. I also know some that are fantastic.

I wouldn't be looking to go in with the heavy boots  approach unless they've categorically admitted they did it. If you get their backs up they might say they don't know if it was them but were willing to give the benefit of the doubt and do it under goodwill (they rarely admit to anything and usually deal with chips or scratches that look to have happened in their care.

I would find out the reputation of the body shop.  I have had an awful repair job done by Benfield's Newcastle bodyshop in the past and yet their sister Audi repair shop 10 miles away did a great job of a minor repair. Deep Black Pearl is a bugger to match. You may well see the repair in overcast lighting if the match isn't perfect. I had a Polo years ago that had damage to the wheel arch not picked up at PDI. A week into ownership and it's first wash, I noticed it, a pressing defect with a perfect paint job. They took 3 Go's to get it right and I could still see the spray patch in overcast light.

If they have admitted damaging your car and the incident can be treated like an insurance job then yes, you can dictate how/where it gets repaired.

[jv]

I sold my car through 'we buy any car' and they went over the entire car with a device that checks paint thickness to see if it had been repaired in the past.
Mine hadn't but if it had, you can be sure they would have offered me significantly less than I ended up getting.

That's just one of their many scams to beat you down on price, not in any way a realistic thing to do!

[LRWmotorsport]

I sold my car through 'we buy any car' and they went over the entire car with a device that checks paint thickness to see if it had been repaired in the past.
Mine hadn't but if it had, you can be sure they would have offered me significantly less than I ended up getting.

That's just one of their many scams to beat you down on price, not in any way a realistic thing to do!

I sold them a Transit which had rust holes in the chassis rail as big as a 50p piece and a suspension bracket hanging on by dust.

Looked underneath the back corner with all the problems and said "wow that looks spotless". Then knocked me £40 of a bit of corrosion round the arches.
Didn't grumble about that as was trying not to laugh.

[p3asa]

I sold my car through 'we buy any car' and they went over the entire car with a device that checks paint thickness to see if it had been repaired in the past.
Mine hadn't but if it had, you can be sure they would have offered me significantly less than I ended up getting.

That's just one of their many scams to beat you down on price, not in any way a realistic thing to do!

Are you not meant to declare if your car has been repaired though? Although in saying that it could have come from the factory like that and you'd never notice.

When i went to pick it up i was standing next to the car chatting to the service rep about repairing an alloy i had kerbed, and mid conversation he looked down and ran his finger along a scratch. I don't think he really realised what he was doing - it was more of a subconscious thing

Absolutely no consolation but ever since I had a previous car damaged (a big scratch along the tailgate) I always make sure the car is washed before (preferably the day before) and invite the person who I'm handing the keys over to to come out and inspect it.
I felt like a complete the arse the first time but if they are going to damage your car and then deny it, there is nothing else for it.
Plus if you get a courtesy car they are over it like a rash inspecting that.

[kalimon]

Yes you are but they checked anyway.

[Mk7-GTD]

It is your choice as to where the car is repaired, not theirs. At the very least they should give an apology for it and also tell them that you will arrange your own car hire at their cost of they don't give you an equivalent or better car to yours.

Have you seen work that their body shop have carried out, both before and after? If not then I'm not sure I would trust them. What is the name of the body shop they want to use? I know a couple in and around the West Midlands and some I wouldn't let them do my wheelbarrow let alone touch my car. I also know some that are fantastic.

I wouldn't be looking to go in with the heavy boots  approach unless they've categorically admitted they did it. If you get their backs up they might say they don't know if it was them but were willing to give the benefit of the doubt and do it under goodwill (they rarely admit to anything and usually deal with chips or scratches that look to have happened in their care.

I would find out the reputation of the body shop.  I have had an awful repair job done by Benfield's Newcastle bodyshop in the past and yet their sister Audi repair shop 10 miles away did a great job of a minor repair. Deep Black Pearl is a bugger to match. You may well see the repair in overcast lighting if the match isn't perfect. I had a Polo years ago that had damage to the wheel arch not picked up at PDI. A week into ownership and it's first wash, I noticed it, a pressing defect with a perfect paint job. They took 3 Go's to get it right and I could still see the spray patch in overcast light.

If they have admitted damaging your car and the incident can be treated like an insurance job then yes, you can dictate how/where it gets repaired.

Sorry, I had assumed they had admitted liability for the damage.

[Mk7-GTD]

I sold my car through 'we buy any car' and they went over the entire car with a device that checks paint thickness to see if it had been repaired in the past.
Mine hadn't but if it had, you can be sure they would have offered me significantly less than I ended up getting.

That's just one of their many scams to beat you down on price, not in any way a realistic thing to do!

When i went to pick it up i was standing next to the car chatting to the service rep about repairing an alloy i had kerbed, and mid conversation he looked down and ran his finger along a scratch. I don't think he really realised what he was doing - it was more of a subconscious thing

Absolutely no consolation but ever since I had a previous car damaged (a big scratch along the tailgate) I always make sure the car is washed before (preferably the day before) and invite the person who I'm handing the keys over to to come out and inspect it.
I felt like a complete the arse the first time but if they are going to damage your car and then deny it, there is nothing else for it.
Plus if you get a courtesy car they are over it like a rash inspecting that.

I do the same every time as well. The dealer I use now knows the same and we both look over both cars in detail. They also know not to clean the car in any way, inside or out.