John L

Over Promise, but sadly under deliver

About 4 weeks ago we (my wife and I) paid £15,000 (including P.E.) for a car from Birtley Motorpoint. And all seemed well. The salesman was friendly and helpful and did not pressure us at all. Our 'new' car was less than a year old and it had done under 10,000 miles. I know I should have checked under the bonnet or even had my own engineer check it out, but I didn't - I don't think everyone does. Anyway just over 2 weeks after I bought the car I popped the bonnet to refill the windscreen wash and I saw that a big chunk had been ripped out of the insulation sheet. It looks really untidy. If I could show a picture you could see what I mean. And yes I know it's not much. A piece ripped out of the insulation. But everyone has pride in their new car and they want it to look its best. So on Tuesday this week I drove down to Motorpoint to ask them about it. The customer service rep had a look at it and said, "no problem, I'll take the car down to the service bay and have it fixed for you". I thought great, I've chosen a decent company here. I waited in the company cafe and about 15 minutes later the service rep came back and told me that his manager said that this was only cosmetic and the car can work perfectly well with this damage, so they weren't going to do anything about it. After the previous relatively good experience, I'm so very very disappointed at the after sales service attitude. Maybe they deserve more than one star. But I'm so disappointed in their attitude that the appearance of the car, even if it is under the bonnet is not something that they want to have at least near perfect in a car that is under a year old and has done less than 10,000 miles. What do you think?