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New car not supplied with optional extra requested

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Hello All,


Looking for some advice about a new Ford Fiesta we purchased from a ford main dealer. When I started my initial negotiations with the salesman, he told me the car we wanted available, and that the car came with factory fitted privacy glass and upgraded alloy wheels.


After collecting the car I noticed that one of the rear trim panels was loose above the window. Whilst attempting to reattach the panel I noticed that the panel was in fact damaged. On closer inspection I also noticed that the glass was not totally black like our Focus, but had a plastic film placed over all the windows which was badly fitted. I spoke to the salesman to complain that he had not supplied a vehicle with factory fitted privacy glass as agreed, and that in the process of having the film fitted the car had been damaged.


Disinterested is a mild way to put it, they said they could probably look into replacing the trim and that was it. We then found out from the salesman that they had charged us for the film tints and added it onto the finance agreement! I then asked to speak to the sales manager but he never returned calls so I had to get ford involved before he bothered to call back. He said he was not aware of the issue, said why are we complaining as the films we're a cheap option and they often do it and that he think it was very unfair to ask for our money back!!


The real privacy glass is a 200 pound optional extra, I have asked for this back plus the cost of the films with interest. Am I being unfair as Seems to have fallen on totally deaf ears with the dealer.


Where can I go with this?



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Hi dan


If they promised you specific features then they should supply the car with the features promised. You are not being unreasonable at all. Create a paper trail, everything in writing. Some guidance here, the important part is to keep the finance company informed:-



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Regulations state that you didn't buy this car, the finance company did, so contact them. Don't take any rubbish from them, and as above, only do it in writing, not on the phone.

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Thank you both, i'm going to fire a letter off to the dealer in the morning.


I've read through the Autotrader article and I am going to ask for the cost of the privacy glass and the film tints back plus interest. The dealer thought just having the films refunded was "deeply unfair" according to the sales manager so i'm not expecting much.


We are not really interested in rejecting the car as its a pain in the a**e to get another diesel Zetec S but I will if I have too.

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