Peugeot, Virgin and warranties

Alex LS · Post by **Alex LS** » Wed Jan 15, 2003 12:12 pm

The story starts in October, before the car is delivered. I am assured by Virgin that the car will have been registered on the UK dealer database by the time it is delivered to me.

In November, after delivery, I am assured that the car has been registered on the UK dealer database.

In December, I take the car to have Diamond Brite & grille added. I ask them to look at my probs at the same time (roof leak, squeaky brakes & 2800rpm engine noise). I'm told that it's not registered on their database.

I ask for original invoice from Virgin to get the car registered. This comes through but the dealer doesn't accept it as there's no Pug logo on it. Virgin say that this is a multi-franchise dealer so that's why no logo, but Peugeot know it's a Peugeot dealer so why are they being picky?

Cutting a few weeks out of this story (just more of the "can't get anything with logo", "won't accept anything without logo" cr@p) I'm told by Virgin that Peugeot UK are willing to do the warranty work before the car's registered because they know it's a new car and so obviously it's covered.

The dealer refuses.

Another call from Virgin just now to tell me the MD of Peugeot France HQ is now personally involved to get this sorted out.

This is a peculiar situation:

1. Virgin are not at fault - they've supplied the original invoice & relevant documentation.
2. The dealer is not at fault - their procedures state that the invoice MUST have a Pug logo on it
3. The supplier is not at fault - their invoices do not have a Pug logo as they are multi-franchise and a recognised EU Peugeot Dealer.

That only leaves Peugeot themselves.

I suppose I should just be thankful that the engine hasn't blown up & I can still drive the car...

Alex LS · Post by **Alex LS** » Wed Jan 15, 2003 1:36 pm

Call from Cust Svcs Mgr at Virgin to say Peugeot Europe (France) have confirmed the car is actually registered but for some reason this hasn't made its way through the system to the UK. They're currently chasing this up and hope to confirm later today that the car is now registered in the UK.

Post by **Lyndon** » Wed Jan 15, 2003 7:03 pm

hope you get it sorted soon m8

Alex LS · Post by **Alex LS** » Wed Jan 15, 2003 8:48 pm

It's just bizarre that Peugeot Europe HQ and Peugeot UK HQ are happy for my car to be registered but they can't convince the dealer to register it! The dealer told me they're happy to do the work once it's registered but they need an invoice with a Pug logo. How f***ing pedantic can you get?

Alex LS · Post by **Alex LS** » Thu Jan 16, 2003 11:12 am

Right then. Dan (Dan, the Virgin man) has just updated me.

Pug EU are now contacting Pug UK with all the vehicle details so that Pug UK can register it themselves. Pug UK will then contact the dealer and get them to book my car in.

Looks like we're getting somewhere at last.

Alex LS · Post by **Alex LS** » Mon Jan 20, 2003 3:10 pm

Got a call from Pug UK. They have received the information from Pug Europe and said they will be forwarding this on to the service manager at the dealer.

Spoke to the service manager and he's booked my car in. Just need to confirm when they receive the information (and that it's suitable).

Alex LS · Post by **Alex LS** » Wed Jan 22, 2003 3:27 pm

Looks like I'm finally sorted. Service manager rang me to say the docs got there today and everything's in order. Car is now registered on the UK database which means warranty repairs are no longer a problem and my 6k 'service' will be free.

Interestingly, he also said that Pug have just changed their procedure (anything to do with me?). Instead of needing the original invoice, they now have direct access to Pug Europe and can get all the information from them.

RESULT!

Car's booked in for the 7th for 1 day and 20th Feb for up to 2 days. 7th Feb they will investigate the problems and order any parts (manifold etc.) then fit them on 20th. He's already ordered new roof seals anyway. Courtesy car on both dates.