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Dealer refusing warranty claim. Need help.

EddieRS7

Tyre Kicker
Drives
Audi RS7
Hello everyone,

I have been a bit of a lurker here since hearing about this forum on Audi-Sport. I had been looking for a decent RS7 for a while and finally landed one a week ago - I’ll come on to that in a minute.

This place seems like a great forum so far. It is perfect for me as I’m not one to hold on to cars for very long and I do like changing brand fairly regularly.

I have been meaning to introduce myself for a while but the situation with my new car has, sadly, geed me along a bit and I need some advice.

I bought an approved used Audi RS7 in Misano Red. It is a 2019 car with 16,000 miles on the clock.

A week after taking delivery, I had the car in for a professional detail and ceramic coating. Whilst in the care of the detailer he called me to tell me that the drivers seat base had suddenly collapsed and I should have a look. At that point he had done all the paint correction work on the car and was about to apply the ceramic coat, so he had that car for a few days.

I went down to his unit and took at look at the seat. The leather is intact and from a visual inspection there seems to be nothing wrong with it but the minute you sit on the seat it feels like a soft mattress. There is simply no give in the seat at all. I’ve never come across anything like it. There is no obvious wear to the seat or any strange noises or creaks coming from it.

Inspection underneath revealed nothing obvious either. At this point I think that the Audi Approved Used Warranty will sort it out and I tell my detailer to complete the work and I’ll deal with it in a couple of days.

Fast forward a few days and I have the car booked into the Audi dealer for them to diagnose the issue. They come back to me very quickly to tell me that the foam seat base has basically disintegrated due to what they call “abuse”. They cannot explain exactly what this means, only that the seat has been “willfully damaged through lack of care”.

They have quoted me a ridiculous sum to replace the seat base and the wiring loom, saying that it is also damaged. They have suggested that whoever has had the car in their care has been stamping on the seat base – most likely whilst being through the sunroof.

My detailer has denied all knowledge and Audi are refusing it as a warranty issue. I can’t honestly say that the seat felt strange to me in the short time that I had been driving it, so it could be that the seat was already on the way out or that the detailer as damaged it. Both are denying any liability.

What would you do?
 

moonstone

Tyre Kicker
Drives
F83 M4
Without knowing more about the actually damage to the seat, it's hard to call. At this stage I'd stand firm with the dealer. Take the detailer out of the equation and your consumer rights mean that they have to prove that the car wasn't faulty when they supplied it.

In terms of the detailer, do you trust him? How well do you know him? I'd be pretty sure my own detailer would never do anything to damage my car but then I've built a relationship up with him over time and trust him.
 

Derekh929

Chief Engineer
Drives
F56 JCW & Vintage MTB
If sold under approved used they would have been expected to do tick box assessment to meet their terms and conditions for sure, has the car got a large sunroof?, as above how much do you trust the detailer? as only thing that could explain someone standing on seat if someone was machine polishing out of sunroof?, and standing on the seat?
But without seeing the damage its hard to tell anything, if the foam is completely degraded was it done by abuse or could chemicals used do the damage? again modern leathers are not porous like they used to be so again unlikely.
Its very hard to prove this was an issue when you bought it, but if you have full faith in detailers then perusing Audi only option, maybe try a different dealer to look art it ?
 

boba fett

Racing Driver
Firstly is your detailer a Fat Fvcker ? Just joking! having said that I have seen detailing work done on the roof standing on the seat base and accessing through the sunroof. I would Just go down the road with the main dealer, and a fix it or you will be rejecting the car approach, and stay firm, Its your right and you have 30 days.
 
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Senna11

Pit Crew
Stand your ground and get the dealer to sort. I had a cracked alloy on a 3 series and the dealer tried to make out it was my fault and that they would charge to investigate. At the time those alloys had a reputation for cracking - and I wasn’t having any of it so they replaced under warranty. Still, can’t see a seat base collapsing even if you stand on it.
 

MrMcG

Boy Racer
Drives
E63 M6
as others have said just reject the car and play hard ball.

Even if someone has stood on the seat that surely shouldnt cause it to collapse immediately..... the car has only done 16k

It doesn't add up, unless the detailer has been jumping up and down on it
 

Schmeel

Test Pilot
Drives
997 Hartech
Welcome bud.

Sorry to hear of your troubles. I too have never heard of this sounds bizarre almost.

A week after delivery and the seat collapsed?

Speculating fully here,. Are the seats perforated?

Assuming when you picked up the car the seat felt slightly soft etc. During the detailing process, perhaps Steam, chemicals, or perhaps even water has gone through the perforations and "broken" down the subsequently partially "damaged" foam so much so that it has disintegrated.

As others have mentioned, I would look to peruse a resolution with the dealer. If this was bought during covid, there should be a 14 days 200 mile returns policy?

Good luck bud, let us know how you get on.
 

EddieRS7

Tyre Kicker
Drives
Audi RS7
Just an update on this. I've had a conversation with the dealer and they are sticking to their guns saying that it is accidental damage and that they will not cover it under the approved-used warranty scheme. They have pointed me back to my detailer.

There is obviously no extra prizes for being honest is there? I wonder if I had not mentioned my detailer to the dealer if they would still have propogated the same outcome?

My detailer is still standing fast also, stating at no point did he stand on the seat nor was he "through" the sun roof at all and that he would have no need to do this. I have now suggested that I would reject the car if the dealer does not put the issue right but they have stated that "as the car has been damaged during the period I have had ownership of it they would deduct the cost of the repairs". The car is not on finance so there is no option to get a lender involved.

I have requested a conversation with the dealer principle and await the outcome. I cannot help feeling that I have inadvertently put myself in a bad position here by mentioning the detailer in the first place.
 

Paddy1975

Chief Engineer
Drives
BMW 3 Series
Just an update on this. I've had a conversation with the dealer and they are sticking to their guns saying that it is accidental damage and that they will not cover it under the approved-used warranty scheme. They have pointed me back to my detailer.

There is obviously no extra prizes for being honest is there? I wonder if I had not mentioned my detailer to the dealer if they would still have propogated the same outcome?

My detailer is still standing fast also, stating at no point did he stand on the seat nor was he "through" the sun roof at all and that he would have no need to do this. I have now suggested that I would reject the car if the dealer does not put the issue right but they have stated that "as the car has been damaged during the period I have had ownership of it they would deduct the cost of the repairs". The car is not on finance so there is no option to get a lender involved.

I have requested a conversation with the dealer principle and await the outcome. I cannot help feeling that I have inadvertently put myself in a bad position here by mentioning the detailer in the first place.
Looks that way @EddieRS7 , when cost is involved they will always look for a loop-hole to get out of paying, totally unfair on both side and masses of frustration for you, as the car was with the detailer when the said "Whilst in the care of the detailer he called me to tell me that the drivers seat base had suddenly collapsed and I should have a look" I'd want a full report from the detailer and see if they have any CCTV, surely they are responsible for the vehicle when it is their possession and they reported it to you then it was damaged while they had it and should repair it? or am i just missing something.
 

EddieRS7

Tyre Kicker
Drives
Audi RS7
Looks that way @EddieRS7 , when cost is involved they will always look for a loop-hole to get out of paying, totally unfair on both side and masses of frustration for you, as the car was with the detailer when the said "Whilst in the care of the detailer he called me to tell me that the drivers seat base had suddenly collapsed and I should have a look" I'd want a full report from the detailer and see if they have any CCTV, surely they are responsible for the vehicle when it is their possession and they reported it to you then it was damaged while they had it and should repair it? or am i just missing something.

The detailer is stating, quite convincingly I might add, that whilst he was moving the car around within his unit that it felt "as if a spring had suddenly snapped". He is vigorously refuting that he had anything to do with it. His argument is that if a car comes into his premises for a detail and the engine gives out or a headlight stops working then it is nothing to do with him. If his account of what happened is true then I tend to agree. I cannot hold him liable for what is most likely a preexisting fault.

My conundrum is whether he is lying (doubtful) or the dealer is, either willfully or through ignorance (more likely). CCTV unfortunately does not show anything helpful.
 

Paddy1975

Chief Engineer
Drives
BMW 3 Series
The detailer is stating, quite convincingly I might add, that whilst he was moving the car around within his unit that it felt "as if a spring had suddenly snapped". He is vigorously refuting that he had anything to do with it. His argument is that if a car comes into his premises for a detail and the engine gives out or a headlight stops working then it is nothing to do with him. If his account of what happened is true then I tend to agree. I cannot hold him liable for what is most likely a preexisting fault.

My conundrum is whether he is lying (doubtful) or the dealer is, either willfully or through ignorance (more likely). CCTV unfortunately does not show anything helpful.
"I bought an approved used Audi RS7 in Misano Red. It is a 2019 car with 16,000 miles on the clock."

maybe a longshot but a nearly new AUC with that amount of miles try going higher within Audi and see if you get any joy, they will not want any bad press, ask the detailer for a full report and then go next phase, see manager of the Audi dealership and advise him of your actions then just keep pushing. no way that should have happened on a car with that many miles mate. time to dig the heels in i think.
 

moonstone

Tyre Kicker
Drives
F83 M4
"I bought an approved used Audi RS7 in Misano Red. It is a 2019 car with 16,000 miles on the clock."

maybe a longshot but a nearly new AUC with that amount of miles try going higher within Audi and see if you get any joy, they will not want any bad press, ask the detailer for a full report and then go next phase, see manager of the Audi dealership and advise him of your actions then just keep pushing. no way that should have happened on a car with that many miles mate. time to dig the heels in i think.

Suppose that might be why the dealers first reaction is that it's accidental damage. You wouldnt expect a drivers seat to suddenly collapse at ANY mileage. If it were me I'd be looking for a detailed report from the dealer's investigation. They're saying it needs a new seat base and loom? Are they guessing or have they had a proper look?

Reason I ask is that in my experience recently, it seems that a lot of dealers don't really do anything other than what the diagnostics kit tells them to. Sure it has to be some kind of manufacturing fault??
 

EddieRS7

Tyre Kicker
Drives
Audi RS7
How are you getting on Eddie, any progress?

I'm sorry that I have been absent. Unfortunately I contracted COVID and have been laid up in bed for the best part of a week or so. I'm glad to say that I am feeling much better now and grateful to be over it.

Since I last posted on here, the dealer has stuck to their guns. So, I have had the car inspected by a specialist and they have provided a report which states that, in their opinion, the seat base has not been assembled correctly, with the end of one of the horizontal springs cutting into the foam base like a knife. Eventually the foam has split to the extent that it has no longer held the spring in place and that has resulted in the sudden "give-way".

I have passed this report to the dealer principle and have advised that I am rejecting the car on the basis that it was faulty when sold to me and demanding the refund of the cost of the report also. I am awaiting a reply but I am hopeful that this puts an end to it.
 

boba fett

Racing Driver
I'm sorry that I have been absent. Unfortunately I contracted COVID and have been laid up in bed for the best part of a week or so. I'm glad to say that I am feeling much better now and grateful to be over it.

Since I last posted on here, the dealer has stuck to their guns. So, I have had the car inspected by a specialist and they have provided a report which states that, in their opinion, the seat base has not been assembled correctly, with the end of one of the horizontal springs cutting into the foam base like a knife. Eventually the foam has split to the extent that it has no longer held the spring in place and that has resulted in the sudden "give-way".

I have passed this report to the dealer principle and have advised that I am rejecting the car on the basis that it was faulty when sold to me and demanding the refund of the cost of the report also. I am awaiting a reply but I am hopeful that this puts an end to it.

Good man, sounds like some good work there, and pleased to hear you are on the mend.

How was the COVID, did you go down badly with it ?
 

Paddy1975

Chief Engineer
Drives
BMW 3 Series
training bail out GIF


Suppose it could have been a lot worse ...... Like .......... could have been a nasty spring injury or even at 70ish on the motorway and the seat gives way. Glad you stood your ground mate and hope you get the right outcome.

Sorry to hear about Covid mate and hope you are felling much better now.
 
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