So the warranty is over. The owner of the car now has to decide whether to continue to visit the officials or make a choice in favor of a cheaper, perhaps closer to home or work car service. But here it should be taken into account that any car will someday have to be sold, and the future buyer is much more willing to purchase a car that has been serviced in a company service, with a so-called transparent service history. Alternatively, you can only order an engine oil change from the officials - even such a mark in the service book will significantly increase confidence in the car. After all, at the same time, its mileage is fixed. If you have a modern and technically sophisticated car, it makes sense to carry out diagnostics of the chassis and check it with a dealer scanner in the same place. But where to eliminate the detected shortcomings - it's up to you.
In order not to make a mistake with the choice of a regular (unofficial) service, you should first listen to the opinions of the participants in thematic forums, ask neighbors and friends of the same brand who already had service experience at a particular service station. In the case of a complex repair, it is best to choose not a multi-brand service, but one that specializes in cars of one or more related brands.
With maintenance, everything is simple: first, read our recommendations for visiting the official - they all remain valid. In addition, it is important to correctly place an order-work order. If you are not strong in the technical part, ask the master to fix the problem itself, because of which you turned to the service: knocking, vibrations, smell or extraneous sound that occurs during the operation of the car. Most importantly, do not specify a specific operation to replace or repair any part that you think will fix the problem.
Let me explain with an example. Suppose your engine overheats, that is, liquid is ejected from the expansion tank and steam comes out. Yard or garage "specialists" will immediately make a diagnosis: "Yes, you have a gasket under the block head broken!" You, having arrived at the service, write in the work order: "Replacing the cylinder head gasket." And you quickly change this gasket according to the price list. You leave the service, and history repeats itself: overheating, steam, liquid is thrown out. You are in service. And there, referring to the paper you signed, they say that the work has been done and there can be no complaints. Gasket replaced? Replaced! And then it turns out that your cylinder head is deformed, the plane of contact is broken, and no new gasket will help. Grinding or milling of the mating plane or replacement of the cylinder head is required. At the same time, the phrase in the work order should have looked like this: "Fix engine overheating."
However, there is another side of the coin. You will have to make sure that half the engine, or even half the car, is not replaced on your car under the guise. In complex and, accordingly, expensive cases, it is advisable to consult several services or call for help from a really good specialist.
In search of a source of knocking in the suspension, some dishonest servicemen can sequentially change one element after another at the expense of the client. Alas, the knocking detail is often closer to the end of the list, which indicates the correct approach of crooks to the task.
A similar “algorithm” for troubleshooting occurs in complex modern power and engine control systems. And if servicemen come across a relatively rare car, they prefer to wait for the moment when another one of the same car comes to them. After that, by the method of sequential rearrangement of sensors and other elements of the system, they look for a malfunction. Here you can’t envy the owner of the “donor car”.
On an unofficial service, as a rule, you can be present in the repair zone - this is a big plus. It is possible to closely monitor the hands of the performer. This is especially important on a not very popular service. With a shortage of clients, an unscrupulous locksmith may be tempted to provide himself with work. For example, tear the anther of the ball joint, tie rod or CV joint boot.
An important point: when communicating with unofficials, find out in advance who will purchase spare parts for repairing your car. We advise, if possible, to shift this task onto the shoulders of servicemen. . Then, in the event of a repeated failure of the node, it will be easier for you to insist on repair under warranty. Otherwise, the masters will try to write off the malfunction as a “low-quality spare part”. And imagine that this is the rear oil seal of the engine crankshaft, to replace which you need to remove the gearbox, clutch mechanism and flywheel. Do you remember how to formulate an order-outfit? "Fix the oil leak at the rear of the engine." But to replace a fairly resembling clutch at such an opportunity is a holy cause, especially since the work will turn out to be free.
If you are NOT having your vehicle serviced by an authorized dealer, but the warranty period and “warranty mileage” has not yet expired, are you eligible for warranty repairs?
You will say NO, I thought so myself, and you will be wrong!
Our rights with you in such a situation are given to us by our state, and not by automakers and not by automakers to take away what is not given by them!
What will each of you face if you come to an official dealer and show a service book to the master-receiver, which indicates that the car is under warranty (by period and mileage), but maintenance was not carried out according to the regulations at all or is overdue by 2-20-50 thousand kilometers? Without blinking an eye, the master receiver will tell you that the car is not under warranty.
Even if you are a fairly stubborn consumer, then you will demand to call a warranty engineer and he will laugh at you, say “what is the guarantee if the last MOT at the dealer is 70 thousand kilometers ago?!!”.
And only when you get to the head of the auto center, or at least the head of the service, and ask on what basis you are denied warranty service and demand a written refusal of warranty repairs, then perhaps the rhetoric will change and the boss will say that he did not say this, but there one of the subordinates made a mistake or you misunderstood something.
And all because we have the "Law of the Russian Federation of 02/07/1992 N 2300-1 (as amended on 07/03/2016) "On the Protection of Consumer Rights"", which reads:
In accordance with paragraph 6 of article 18 of the LOZPP:
The authorized organization ... is liable for defects in the goods, unless it proves that they arose after the transfer of the goods to the consumer ...
The whole point is that the official dealer, as an authorized organization to which you hand over the car for repair, if you disagree with something, then MUST PROVE that the breakdown was your fault. You do not have to prove, initiate an examination, but they do.
You may ask, what about the warranty conditions in the service book, which clearly say that only the officials should be serviced or the warranty will be “limited”, as they formulate ?! Again, we turn to the Law on the Protection of Consumer Rights:
In accordance with paragraph 2 of article 16 of the Federal Law
it is prohibited to condition the purchase of certain goods (works, services) on the obligatory purchase of other goods (works, services)....
It is forbidden to condition the satisfaction of the requirements of consumers presented during the warranty period, conditions that are not related to the shortcomings of the goods (works, services).
In accordance with paragraph 1 of article 16 of the Federal Law and Regulations, the terms of the contract that infringe on the rights of the consumer in comparison with the rules established by laws or other legal acts of the Russian Federation in the field of consumer protection are recognized as invalid ...
In this case, the seller's warranty obligations are made dependent on conditions that are not related to product defects. As well as the purchase of a car, it is conditioned by the obligatory purchase of service services.
And if the dealer claims that this is due to the shortcomings of the goods, then require a written refusal. Always ask for a written waiver. Everything that you are told orally, state in writing and require confirmation of this also in writing.
Your rights are confirmed by the Civil Code of the Russian Federation. No one has the right to limit your choice, and even more so to create a monopoly of the place of maintenance. In accordance with Article 209 of the Civil Code of the Russian Federation, the right of the owner to own, use and dispose of his property at his own discretion is violated. You forfeit the opportunity to get serviced at another location of your choice at a lower cost.
So what are your rights? For example:
Article 18. Clause 1 of the LOZPP The rights of the consumer in the event of a defect in the product:
...
demand immediate gratuitous elimination of product defects or reimbursement of expenses for their correction by the consumer or a third party;
What should the dealer do?
Article 18. Clause 5 Consumer rights in case of defects in the product:
The absence of a cash or sales receipt or other document certifying the fact and conditions of the purchase of goods by the consumer is not a basis for refusing to satisfy his requirements.
That is, you can even come without a service book at all, if the warranty period has not yet expired.
The seller (manufacturer), an authorized organization or an authorized individual entrepreneur, importer are obliged to accept goods of inadequate quality from the consumer and, if necessary, to check the quality of the goods. The consumer has the right to participate in the quality control of the goods.
That is, you hand over the car and wait for a quality check, in fact, this is a diagnosis or troubleshooting. Further, either a quality check shows that the breakdown was not your fault and you get a warranty repair or it comes to an examination.
In the event of a dispute about the reasons for the occurrence of defects in the goods, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, the importer are obliged to conduct an examination of the goods at their own expense.
The consumer has the right to be present during the examination of the goods and, in case of disagreement with its results, to challenge the conclusion of such an examination in court.
If, as a result of the examination of the goods, it is established that its defects have arisen due to circumstances for which the seller (manufacturer) is not responsible, the consumer is obliged to reimburse the seller (manufacturer) ... the costs of conducting the examination, as well as the costs associated with its implementation for the storage and transportation of goods .
In addition, I note that the car must be accepted by the dealer IMMEDIATELY, as indicated by paragraph 1 of article 20 of the RFP... agreement on such a new term and do not release from liability for violation of the term specified by the agreement of the parties initially.
So, in the dry residue
They will not give you a written refusal to guarantee repairs, otherwise you can safely go straight to court with it. It should be understood that the dealer can intimidate the cost of troubleshooting, expertise, that its cost will fall on you in case of improper operation and your fault, or even immediately demand to pay for the expertise, which is obviously illegal.
How to act?
1. Sign up for diagnostics at an authorized dealer.
2. Print out two copies of the claim in advance, demanding to immediately accept the car for free elimination of defects, describing your position and referring to the laws. The link to the claim template will be given in the comments.
3. On the appointed day, come to the dealer and register a claim at the reception. Your copy must be stamped, signed / decrypted, position, date, incoming number.
4. You go to the acceptance master, if you hear a story about the withdrawal from the warranty, then ask for the information voiced by him in writing or call the warranty engineer. If the warranty engineer also pretends not to be aware of the provisions of the Consumer Protection Law, keeps talking about the service book, then ask to call the head of the service or the head of this whole almshouse.
5. Then they can simply refuse you verbally, then it only remains to wait for a written response to your written claim, or they may offer to call in the repair area by signing an order. Here you need to be very careful, as you may be asked to sign a regular commercial work order. Refer to Article 18, paragraph 1 of the LOPP, which speaks of the immediate, free of charge elimination of deficiencies. There is no talk of any money in the ZOZPP, except for one nuance - you will have to pay for the examination if it shows that the breakdown was your fault. If you are not at fault, the examination is paid by the dealer. This is evidenced by Article 18, paragraph 6 of the RFP.
6. Already after they carry out a quality check, in accordance with the RFP, they can agree to a free warranty repair or start a dispute about the causes of product defects (car malfunctions). In this case, as I wrote above, they will appoint an examination at their own expense. At this stage, they may offer to sign a tripartite agreement under which you will owe something for this expertise. The POZPP does not say anything about any agreements. It clearly says - an authorized organization at its own expense.
7. You can invite your own expert for examination, who will give his own, unofficial opinion for you, and also will not let an independent expert cheat.
8. If the expertise is on your side, your car will be repaired and you will not owe anything. If the examination is on the side of the dealer, you can challenge its results in court, then the court will appoint a forensic examination. Your expert may also be present and speak in court. Usually, ceteris paribus, the court leans on the side of the consumer, in disputes on the RFP.
In general, you need to get an understanding in advance of what happened to your car and why it happened. If this is some kind of unattended assembly or unit, then it is very difficult to prove that you have operated or serviced it incorrectly. If the problem is with the engine, then the expert's flight of fancy can be much more.
But in general, it’s worth knowing that until it comes to examination, you don’t owe them anything at all. Whether to continue the dispute and whether to get involved in litigation is up to you, this is time and, possibly, money. On the other hand, if you act correctly, you are sure that you are right and you have time for this, then there is every chance of getting repairs at their expense, as it should be. In the end, it can become a matter of principle and a matter of restoring justice.
Tell everyone you know about it, as many people as possible should know their rights. Stop dealers and/or automakers fooling consumers by sucking hard-earned money out of us.
PS I heard the phrase "consumer extremism" from some representative of the officials, as they call it - when you achieve what is required by law. But it looks like the opposite.
Often, owners of new cars ask themselves the question - do I need (do I have to) undergo MOT (maintenance), I mean warranty, from an authorized dealer? And what happens if I refuse? After all, everyone is thinking how to “rob” me and, with an interval of 10 - 15,000 km, lure “exorbitant” money out of me! I’d rather buy oil myself (which manufacturer ordered), filters (oil, air, cabin, etc.) and replace it myself, two times cheaper (or even three). But what if something breaks on the car? The question here is not at all unambiguous, we will understand. As usual, there will be a video version at the end, so read on and watch ...
Actually, what kind of thing There are a lot of articles on the internet right now that say - that even if you yourself undergo maintenance (say, at home in your garage) and refuse a warranty pass from a certified dealer (after all, the price tag for work and materials sometimes differs by 2-3 times), then if the car fails (what breaks -or), the manufacturer will still YOU SHOULD REPAIR THE PROBLEM ! And if he refuses, then that's all - RUN TO COURT AND DEFEND FOR JUSTICE. But is this really so and what does the “Federal Consumer Protection Law” (abbreviated as FZoZPP), manufacturers and dealers themselves tell us. Today we will understand in DETAILS (so that later it would not be excruciatingly painful).
I have two illustrative examples and they both defend the same and opposite point of view:
- When on a car that passed only the first MOT (at 15,000 km) and at 47,000 km, the steering rack and generator bearing broke (although the second (at 30,000) and the third at (45,000 km) MOT were not completed) - She had these units replaced under warranty. !
- Second case. When on a car that traveled about 69,000 km (the maintenance interval was 10,000 km, only the first maintenance was completed, the rest did not), the automatic transmission ordered a long life - warranty was denied !
So where is the truth? Let's examine each example in depth. The article will be large, BUT USEFUL. So let's stock up on tea and go
Replacement under warranty - case one
Now there are a lot of examples on the Internet - when something changed on a car, even on one that did not undergo maintenance at the dealer (usually they do the first, and then they clog and change everything in the garage)
Let me remind you - we will talk about the steering rack and generator bearing. Which failed at 47,000 km (but 2 and 3 MOTs were not performed at an authorized dealer). However, everything was replaced under warranty.
There are reasons for this, they usually refer to several articles in the law of the Federal Law of the Russian Federation. To start, we read:
Clause 6.8, article 5 of the Federal Law The manufacturer (executor) has the right to establish a warranty period for the product (work) - the period during which, in the event of a defect in the product (work), the manufacturer (executor), seller, authorized organization or authorized individual entrepreneur, importer are obliged to satisfy the requirements of the consumer established by Articles 18 and 29 of this Law.
Here we need to look at our warranty, for many it goes - 2 years, for Japanese-Russian-3 years (they also limit the mileage to 100,000 km), and for many Korean-5 years (150,000 km).
YOU NEED TO REMEMBER:
The warranty period is the period during which, if a defect is found in the car, the manufacturer, seller, authorized organization or authorized individual entrepreneur, importer must satisfy the consumer's requirements established in the Federal Law
Warranty up to 100-150000 km. Contradicts the above law, since the warranty period is a period, and a period is a length of time. Accordingly, time cannot be measured in kilometers.
Clause 6, Article 18 of the Federal Law (and Clause 2 of Article 476 of the Civil Code of the Russian Federation) In relation to the goods for which the warranty period is established, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, importer, is responsible for defects in the goods, storage or transportation of goods, actions of third parties persons or force majeure.
To refuse warranty repair of a car in case of untimely maintenance, a car dealership must prove a causal relationship between the untimely passage of maintenance and the failure of the part . Proven by expertise. Only the fact of untimely maintenance is not a basis for refusing warranty repairs.
That is, if there is a guarantee up to 100,000 km, BUT you have not undergone MOT. Then the dealer (manufacturer) needs to prove that the broken rail and generator bearing at 47,000 km broke precisely because you did not undergo maintenance at the dealer, conduct an examination
Clause 1, Article 16 of the Federal Law the terms of the contract that infringe the rights of the consumer in comparison with the rules established by laws or other legal acts of the Russian Federation in the field of consumer rights protection are recognized as invalid.
Thus, if a clause of an agreement or a warranty booklet contradicts the current legislation on consumer protection and infringes on the rights of the client, it is invalidated, regardless of whether it contains the consumer's signature.
Conditions (which the dealer, manufacturer is trying to impose on you) that are contrary to the law are invalidated!
Clause 2, Article 16 of the Federal Law It is prohibited to condition the purchase of certain goods (works, services) on the obligatory purchase of other goods (works, services). Losses caused to the consumer as a result of violation of his right to free choice of goods (works, services) are reimbursed by the seller (executor) in full.
It is forbidden to condition the satisfaction of the requirements of consumers presented during the warranty period, conditions that are not related to the shortcomings of the goods (works, services).
In simple words, no one can LIMIT ME IN THE RIGHT OF CHOICE! And even more so to monopolize the places of technical inspection! The manufacturer's (seller's) warranty is made dependent on conditions not related to product defects. Moreover, in accordance with Article 209 of the Civil Code of the Russian Federation, the right of the owner to own, use and dispose of his property at his own discretion is violated. I am no longer able to get service at a different location of my choice and at a lower cost. That for many it is categorically IMPORTANT!
Such behavior of dealers and sellers (manufacturers) contains signs of an administrative offense under Part 2 Art. 14.8 of the RF Code of Administrative Offenses : the inclusion in the contract of conditions that infringe on the rights of the consumer established by law, which entails the imposition of an administrative fine on legal entities - from ten thousand to twenty thousand rubles.
There are a lot of LETTERS, but if you summarize in SIMPLE WORDS. It turns out that:
- The manufacturer gives a guarantee for the PRODUCT, in this case it is a car.
- The dealer cannot (JUST SO) refuse warranty repairs to you, even if you have not undergone MOT with them
- If the dealer refuses you, he must have good reasons for this, for example, an examination proving that he is right
- If there are no good reasons for refusal, then the dealer must fix the part of the car that failed. Even if you didn't pass MOT!
Everything seems to be great and you can use it. BUT as practice shows, such judicial practices took place in 2010-2012. But now dealers and manufacturers have become much smarter.
Case Two - Warranty Disclaimer
“For every force of action, there is a force of reaction” is a law of physics. Of course, dealers and manufacturers began to plug these holes in the law and now EVERYTHING IS NOT SO SIMPLE.
I will quote the paragraph of the law, which I quoted above:
Clause 6, Article 18 of the Federal Law (and Clause 2 of Article 476 of the Civil Code of the Russian Federation) In relation to the goods for which the warranty period is established, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, importer, is responsible for the defects of the goods, if it does not prove that they arose after the transfer of the goods to the consumer as a result of the violation by the consumer of the rules of use , storage or transportation of goods, actions of third parties or force majeure.
As you understood the key word here is - if it does not prove that they arose after the transfer of the goods to the consumer as a result of the violation by the consumer of the rules of use
But these rules can be adjusted. Now many (yes, almost all manufacturers), from our Russians to elite Germans, have the following inscription in the service book:
Carrying out work on servicing and repairing a car not at the official Dealer LLC (Such and such a manufacturer), as well as untimely maintenance (more than 1000 km or more than 30 days, whichever comes first), may cause a limitation of warranty obligations for automobile
Well, now we put everything on the shelves:
- Who is OD - official dealer? This is a certified service center that has trained its employees to repair and maintain a certain type of car. Which then passed the exams and received the appropriate certificates for this. And how many third-party companies (regular service stations) have done this to their employees? I think few people!
- The manufacturer's warranty, according to the law, of course, not one official dealer can take away. BUT ONLY for those nodes that a priori do not require maintenance. FOR EXAMPLE - body, cardan shaft, manual transmission (and even that is not a fact), beam, some suspension parts (for example, silent blocks, shock absorbers, stabilizer struts, etc.), steering rack (and even if it also needs to be serviced), bearings, electrics ( and then not all), catalysts, etc. THAT is everything that should go for a long time (ideally, the entire life of the car).
- BUT for units that require maintenance, and a priori it must be carried out by an authorized dealer (see point 1), you will simply be politely refused. These units include the most expensive units - the engine, automatic transmission, clutch, air conditioning or climate control, even the cooling system (all radiators, stoves, etc.), etc. you will be politely refused.
Thus, in the second case, when on a TOYOTA CAMRI with a 3.5-liter engine, the automatic transmission died already at 69,000 km (and it can die there at 7,000 km). The owner, who believed in the reliability of CAMRI, did not go through MOT at the officials, but did everything himself. And then having started the court - I LOST IT WITH TRUSKY!
Arguments of the official dealer (manufacturer):
- Did you change the oil in the automatic transmission or not? She should have been 60,000 km away
- What oil is filled in?
- At what station did the change take place? Are there any certificates (in this case, TOYOTA) on staff training
- By what method (method) was the replacement made?
Only the third paragraph already gives the right to refuse repair or replacement under warranty.
MY OPINION
Friends will express their opinion about the warranty on the car and undergo MOT at the dealer or do it yourself.
Let's start with the fact that, of course, dealers have a much higher price. If we take an ordinary car, class "B" let's say. Then the cost of maintenance will be within 5 - 6000 rubles. NOT LITTLE!
However, let's calculate how much it will be if you do MOT yourself:
- Oil is now a very large run, but let's take a good one and it's about 1800 rubles.
- Oil filter (I take the prices of the originals, since they will put you at the station just like that) - 300 rubles
- Air filter - 350r
- Cabin filter - 300r
TOTAL we have ONLY about 3,000 rubles for all consumables, well, we ourselves change everything in a friend's pit!
Difference of 2-3000 rubles (is it a lot or a little) . Of course, now there are a lot of unscrupulous dealers who bend you sky-high prices (they can bend up to 8000r in RIO). But no one is forcing you to do it for that price. You are a sociable person, call other official dealerships (if it is Moscow or St. Petersburg, there are no problems with this at all). If you are from a small town with only one dealer, then call the neighboring towns, sometimes it is much cheaper to roll up to them. For example, in your city it is 8500 rubles, and in the neighboring city it is 5000 rubles, the road is 100 km (one way), well, you will burn fuel for 500 - 600 rubles, but saving 3000 rubles.
MY PERSONAL OPINION DO THIS AT THE OFFICIAL DEALER ! There are several reasons for this:
- If your car is complex, has a lot of everything electronic, climate control, automatic transmission. Even if all this is VERY strong (proven manufacturer) - it can break. And believe me, no maintenance savings of 2-3000 rubles can cover this repair!
- Many bring their own oils and filters. THIS IS NOT REALLY FORBIDDEN AND DEALERS GO FOR IT! BUT I wouldn't do that either, why? Yes, simply because, if anything, an examination will take place and it may reveal a discrepancy with the manufacturer's standard. Then again they will refuse to repair you. And if you buy from them, keep all the receipts, where it is written that such and such oil was bought and poured, then it will be much more difficult to get out.
- And even if your car is simple, let's say without a radio at all, on oars (“window twisters”) it will still have a catalyst, which now has not reached the end of the warranty. If this baby gets into the engine, then consider him a khan.
No savings in 2000-3000 with maintenance will cover its repair! However, here everyone decides for himself, it was my personal opinion, yours may be different. Maybe you are an experienced mechanic who has a warehouse of spare parts (for your new purchased car) and you don’t need this warranty for nothing!
To begin with, I often sit on forums and in groups of Kia Rio, Hyundai Solaris.
Newly minted owners always ask the question of whether it is worth having an MOT at an Authorized Dealer. Experienced participants say that you need to "send them to the forest", and the class of eternally busy motorists who do not want to think and waste their time on car service say - go through MOT at the "officials", because. you will stay under warranty and there will be no headache about it.
Every year the maintenance price tag increases and the dealer's proposals for replacing something become more and more exotic.
For example, at TO2 (30 thousand mileage) they can offer to replace the brake fluid for a lot of money, or replace the stabilizer bushings and rubber bands for 4000 rubles !!! Yes, and replacing the cabin filter, which takes one minute, costs almost a thousand rubles.
Somehow it does not fit with the term "budget foreign car", isn't it?
Recently, an order was posted in the Kia Rio group (I attach a photo)
with the cosmic cost of TO1 - 9 thousand rubles with kopecks. The seal of Alfa-Bank hints that this MOT was done on credit! God... where is this country headed? Just recently I saw a poster - "Get your child to school in CREDIT!" This is all very sad...
I want to say that changing the oil with a filter at the Shell station costs some 200-300 rubles ... All other things that are indicated in the order can be done independently in an hour. You may be afraid that not passing the MOT at the Official Dealer removes the warranty from the car. When such nonsense was voiced to me on the phone, inviting me to TO2, I laughed in response. "Is your office above the Law of the Russian Federation?" - I said. In accordance with the Law on the Protection of Consumer Rights, no one has the right to impose their services (supposedly mandatory maintenance at the Dealer), and the buyer also has the right to demand warranty repair or replacement of a defective product. In fact, and all this has long been hyped up on the Internet, dealers are playing on the legal illiteracy of citizens.
In fact, you can service a car anywhere, and change under warranty those nodes to which it applies when the manufacturer is defective. On the contrary, there are a lot of cases when the Dealer "shaved off" with the guarantee of the owners who underwent MOT. Someone sought justice through claims, and someone through the courts.
One more moment. As our artificial crisis in Russia began, the dollar jumped up like a pimple on a soft spot, Official dealers cut the salaries of their masters, as a result of which they left for private services. Dealers in the state left inexperienced youngsters who train on your cars. After maintenance, you can find scratches in the cabin, broken ears of the cabin filter box, and these are still the smallest flaws ...
In general, I advise everyone to protect their rights, because. starting with yourself, you can change the world (On the Drome, there were reviews for a Lada Granta with an automatic transmission, where the money for the car was returned to the owner through the court, though it took a lot of time, a review for a white Solaris that was rusty, where the dealer took the car for trade-in and for a surcharge of 20k rubles issued a new one).
I am enclosing a "copy-paste" with the owner's history and an exemplary claim:
“In early November, I felt a beating in the steering wheel on bumps and noise in the engine compartment of the car, I went to the official dealer (hereinafter referred to as O.D.), told them what was bothering me, they told me to leave the car, I left the car.
They call an hour later and say: the steering rack and alternator pulley are broken, there are no mechanical damages, bring the warranty book, we will change the parts under warranty.
I brought them a warranty booklet, they look that I have a mark only about the passage of MOT in 15,000 KM and at that time it was 47,000 KM, i.e. I didn’t go through 30,000 and 45,000 km, they told me because I didn’t pass I was denied a warranty repair.
I tell them that I live far from O.D. (750 km to the nearest OD Nissan) and MOT did not take place at O.D.
Well, as usual, the conversation began, proving by me that they should change these details for me for free, and they proved the opposite to me.
I came home and decided that I needed to do something about this injustice and try to solve this problem in my favor.
My actions:
1) called in Moscow to the main office of Nissan. They told me to send my claim to them by email.
2) I made a claim, here is the full text:
Personal data:
Actual residential address:
Brand, car model: Nissan Teana ***
State registration number:
Vehicle mileage so far:
Vehicle VIN:
This Official Nissan Dealer:
Index: ******
Address:***********************
In June 2007 Bought a new car Nissan Teana from an official dealer in the city ****
November 5, 2009 I, full name, owner of the car Nissan Teana, state number: ****, VIN: ***, mileage: ***. turned to the official Nissan dealer in OOO **** with a knock in the steering wheel over bumps and an extraneous sound in the engine compartment.
The warranty engineer accepted the car and an hour later said that the steering rack and alternator clutch were to be replaced and asked for a warranty book. I provided a warranty booklet. The warranty engineer informed me that I had not passed MOT, and accordingly, there was no stamp on the passage of MOT in the warranty book, and they refused to repair under warranty. I replied that I carried out a Technical Inspection every 15,000 mileage of the car, but not at an authorized Nissan dealer, I asked for a written waiver of warranty service, to which I was refused and told to write a complaint.
I consider the actions of OOO ***** unlawful because:
In accordance with paragraph 6.8 of Article 5 of the Federal Law and Provisions of the Federal Law, the manufacturer (executor) has the right to establish a warranty period for the product (work) - the period during which, in the event of a defect in the product (work), the manufacturer (executor), seller, authorized organization or an authorized individual entrepreneur, the importer is obliged to satisfy the requirements of the consumer, established by Articles 18 and 29 of this Law.
In this case, the manufacturer has set a warranty period - 3 years from the date of sale of the car or 100,000 km (whichever comes first).
The warranty period is the period during which, in the event
detection of a defect in the car, the manufacturer, seller, authorized organization or authorized individual entrepreneur, importer are obliged to satisfy the requirements of the consumer established in the Federal Law
Warranty up to 100,000 km. contrary to the above law, since the warranty period is a period, and a period is a length of time. Accordingly, time cannot be measured in kilometers.
In accordance with paragraph 6 of article 18 of the RFPO (and paragraph 2 of article 476 of the Civil Code of the Russian Federation) In relation to the goods for which the warranty period is established, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, the importer is responsible for the defects of the goods , unless it proves that they arose after the transfer of the goods to the consumer as a result of the violation by the consumer of the rules for the use, storage or transportation of the goods, the actions of third parties or force majeure.
LLC ***** refused on the basis of diagnostics, without examinations, etc. which contradicts the above article. That is, the sellers actually condition the fulfillment of the seller’s and (or) manufacturer’s warranty obligations by concluding an agreement (contracts) on the performance of maintenance (TO) of a motor vehicle exclusively with certain business entities (with organizations performing the functions of a seller or manufacturer, or with other directly certain organizations). Accordingly, it is illegal to oblige consumers to carry out vehicle maintenance exclusively at authorized service centers specified by the manufacturer or dealer.
To refuse warranty repair of a car in the event of untimely maintenance, the car dealership must prove a causal relationship between the untimely maintenance and failure of the part. Proven by expertise. Only the fact of untimely maintenance is not a basis for refusing warranty repairs.
In accordance with paragraph 1 of article 16 of the Federal Law and Provisions of the Law, the terms of the contract that infringe on the rights of the consumer in comparison with the rules established by laws or other legal acts of the Russian Federation in the field of consumer protection are recognized as invalid.
Thus, if a clause of an agreement or a warranty booklet contradicts the current legislation on consumer protection and infringes on the rights of the client, it is invalidated, regardless of whether it contains the consumer's signature.
Conditions that are contrary to the law are recognized as invalid.
In accordance with paragraph 2 of Article 16 of the Federal Law and Prohibition of Laws, it is prohibited to condition the purchase of certain goods (works, services) on the obligatory purchase of other goods (works, services). Losses caused to the consumer as a result of violation of his right to free choice of goods (works, services) are reimbursed by the seller (executor) in full.
It is forbidden to condition the satisfaction of the requirements of consumers presented during the warranty period, conditions that are not related to the shortcomings of the goods (works, services).
No one has the right to limit my choice, and even more so to create a monopoly of the place for technical inspection. The seller's warranty obligations are made dependent on conditions that are not related to product defects. Moreover, in accordance with Article 209 of the Civil Code of the Russian Federation, the right of the owner to own, use and dispose of his property at his own discretion is violated. I am no longer able to get service at a different location of my choice and at a lower cost.
This behavior of the dealer contains signs of an administrative offense under Part 2 of Art. 14.8 of the Code of Administrative Offenses of the Russian Federation: the inclusion in the contract of conditions that infringe on the rights of the consumer established by law, which entails the imposition of an administrative fine on legal entities - from ten thousand to twenty thousand rubles.
Based on the above, please:
1. Carry out a warranty repair to replace the steering rack and alternator clutch on my Nissan Teana VIN: ***** within the legal deadlines.
3) Sent by email. this claim to Moscow to the main office of Nissan, and also printed out this complaint and sent it by registered mail with notification to O.D. who refused me a warranty repair.
4) 3 days have passed since I sent a claim by email to Moscow, the warranty service director from the Auto Center (A.Ts) calls me, in which I was denied warranty repairs and says: ... please come at a convenient time for you so that we can discuss solution to your issue.
5) came to the A.C., met with the guarantee, he apologized for the fact that they made hasty decisions and at that time refused me a warranty repair. He also said that they have already ordered the necessary parts and on 11/20/09 they will change these parts under warranty.
6) they changed all the parts that were broken under warranty, gave me an order for an outfit and I saw there an amount of almost 50,000 rubles. and I think it’s good that they changed it under a guarantee and I won’t have to pay, otherwise I would have to pay a tidy sum ...
7) now they call once a week and ask how the car is, etc. =)
Whoever encounters a similar situation, use the above complaint, maybe it will help you save honestly earned money! Thank you for your attention =)
Issue price: 0 rubles"
Hello dear blog readers website. In continuation of the topic of choosing a place to purchase a car, I suggest that you consider in more detail how to buy a car in a completely new condition, that is, without a run. Question, where to buy a new car may seem elementary, but everything is not so simple here, because there are at least two answers to the question of where to buy a new car: official and unofficial dealer.
Distinguish"unofficial" from official dealers is not always easy, but to do so it is necessary, and before you go to choose a car. Determining whether a car dealership is an official dealer is necessary in order to minimize the likelihood of a bad purchase, but the fact that a car dealership is an official dealer does not give any guarantees. Therefore, before taking your money to the seller, make inquiries about him on the Internet, study reviews about him, and find out how honestly he fulfills his promises.
So, new car can only be bought in a car dealership. But car dealerships are different, some of them have the status official dealer, others do not. What is the difference between them, which dealer is better to buy a car from and why? Let's look at both options, their advantages and disadvantages.
Buying a new car from an authorized dealer
Car dealerships with status official dealer, have a contractual relationship with the manufacturer and cooperate with him as a partner. The automaker not only delivers cars to the dealer, but also compensates for the subsequent costs of their warranty repair.
In addition, the manufacturer gives official dealers their main source of income - the right to carry out maintenance of cars of this brand, which allows you to keep the warranty. Every new car buyer should know that car warranty preserved only if timely maintenance at authorized service stations of this auto manufacturer. Such an "official" service, as you know, costs two to three times more expensive than in an unofficial service, but these are the terms of the guarantee.
It is quite difficult to get the status of an official dealer; for this, a car dealership must meet a number of requirements that automakers put forward to applicants. The official dealer must have at his disposal service station(SRT), where buyers can perform maintenance on their cars. Specialists service stations periodically are trained and certified Thus, the manufacturer is trying to maintain the quality of services provided by the official dealer.
Preservation manufacturer's warranty is an important advantage buying a new car from official dealers. Using the support of the manufacturer, the official dealer can replace almost any unit under warranty for free for the consumer, in principle, it is even possible to replace the entire car, although in our country this can be very difficult to achieve. As an answer, "unofficial" provide their customers with their own warranty, which of course is not as effective as the factory one and often expires when costly repairs are needed.
To check whether the car dealership is an official dealer, just open the dealer search section on the official website of the brand. By specifying the city you are interested in, you will receive a list of dealers represented there. If the car dealership you have chosen is not in this list, it means that it is not an official dealer. By presenting consumers with a list of its official dealers, the automaker tells them where more reliable purchase its products, where they can buy and service the car with warranty manufacturer.
Buying a new car from official dealer- this is undoubtedly dearest from the options where to buy a new car However, a high price does not guarantee anything. It is believed that people who do not know how to buy a car are better off buying a new car, and it is from an authorized dealer. Indeed, when buying a new car from an authorized dealer, the risk of acquiring a problematic car is less than with any other method of purchase, but it still exists.
Auto dealers in our country do not want to sell cars damaged during transportation at a discount, so they are carefully disguised and sold under the guise of brand new ones. Unfortunately, even a new car, even one bought at an authorized dealer's showroom, may not be so new, for example, the car may be slightly scratched during transportation and then hastily repainted, or it may be restored after a real fall from a truck.
Rest assured, auto dealers will be sure to restore these brand new cars and sell them to unsuspecting buyers.
The main reason for buying new car exactly at the official dealer is high reliability transactions, especially if the car is available, and you do not have to wait for it. You will definitely be the first owner, or the second, but immediately after the dealer, the car will most likely be delivered to you right on time, but if there is a delay, then you need to ask for a discount.
And yet, even among the "officials" negligent dealers sometimes occur. Therefore, you cannot completely trust the sellers, first of all, you need to rely on the reputation of the car dealership, reviews about it from consumers, and the opinion of your friends. Carefully research online reviews before taking your money to the car dealer of your choice. Learn how to buy a new car in a car dealership and then go to choose a car.
Advantages of buying a new car from authorized dealers:
- The highest reliability of the transaction
- Manufacturer's Warranty
Buying a new car from an unofficial dealer
Unofficial dealers usually perform the function intermediary. They take cars from official dealers and resell them at their markup, and as a result, the price may differ from the prices of the official dealer, both up and down. At the same time, practice shows that it is almost impossible to get repair or replacement from "unofficial" in the event of a defect, and this is the main drawback of unofficial dealers.
Another area of activity of "unofficials" is delivery of cars from abroad. A new car is bought by a private person, and delivered to the Russian Federation, where it is sold with a small margin. Thus, without leaving the country, you can buy a new car of the brand and model that is not officially supplied here or has a too high price on the official new car market.
In addition, buying a new car from unofficial dealer- it's good alternative buying a car on your own abroad (more on that below). You do not have to go to an unfamiliar country, learn the language, understand all the intricacies of delivering a car to the Russian Federation. It is enough to entrust all this to professionals who know everything about how to buy a car abroad and deliver it to you.
Very popular in Russia are cars from USA, because it is for the United States that auto manufacturers produce the most comfortable and most powerful cars, and many models are completely produced exclusively for the market of this country.
You can order a model intended for the American market by contacting, for example, AUTO PREMIUM GROUP. Available cars can be viewed at the dealer site on the Avto.ru website
Some car manufacturers provide a worldwide warranty for their products, but in our country it can be problematic to achieve its effect. It can be said that for cars unofficially imported into the country, guarantee manufacturer does not work in practice.
Trying to compensate for this shortcoming, some informal dealers provide own vehicle warranty, which, unfortunately, cannot fully replace the factory one. An official dealer, in the event of a breakdown in a new car engine or automatic transmission, can replace even such an expensive unit as a whole, because the manufacturer covers the costs, and an unofficial dealer can hardly afford such costs. Therefore, do not count too much on the warranty of an unofficial dealer.
It is when buying from an unofficial dealer, cases fraud occur most frequently. In principle, such a car dealership can simply disappear, pocketing the money of buyers. Sometimes, from a phone call to such a dealer, you can find out that the desired car is available, and even at an attractive price. Arriving at a car dealership, you can find that there are only configurations that are 15-20% more expensive, and the price is indicated without VAT (carefully read the contract)
Why do buyers continue to choose unofficial dealers? First of all, because of their ignorance. The fact that the dealer is not official becomes clear only when the buyer receives denial of warranty, but it's so easy to check in advance whether the dealer is official. It is enough to go to the manufacturer's website, where there is a list of official dealers, and find out which dealers in your region are official.
On the other hand, some models are not officially supplied to our country or are supplied, but have a much higher price than abroad. In this case, if you want to buy exactly such a car in new condition, an unofficial dealer may be the best option.
Advantages of buying a new car from unofficial dealers:
- Prices are lower than official dealers
- The ability to order a model and equipment that is not available on the official market
Flaws:
- No official manufacturer's warranty
- Big risk of fraud
More options where you can buy a new car
But what to do if there are no suitable dealers nearby? Our country is large, people live almost everywhere, and the population density is different everywhere. Meanwhile, the breadth of the range of car brands offered by official dealers in each region depends on the density and income level of the population. It may happen that there are no dealers of the selected car brand in your region. Then, to buy a car, you will have to use one of additional options answer to a question where to buy a new car:
- In another city
- Abroad
Buying a new car in another city is common practice. New cars are bought in another region if there is simply no local dealer, or there is, but his work leaves much to be desired. Official dealers of the most prestigious brands can only be found in the largest cities of the country, so if you need a car that few can afford, then in any case you will have to go to one of the megacities to get it.
At the same time, it must be borne in mind that if you live far from cities where there are official dealers of the brand you have chosen, then such a purchase will immediately create two inconveniences:
- Firstly, when buying, you will have to travel a long way to the car dealership, and then overtake or even transport the car to the place of its permanent deployment
- Secondly in order to maintain the warranty, you will have to make a trip to an authorized service center of an authorized dealer at each scheduled maintenance. Whether it will be convenient - you have to decide for yourself
Many "gray" dealers tout buyers with tempting low prices. A naive buyer, without looking, signs a contract, and then it turns out that there is a catch in it. The announced price may be without VAT, and in case of termination of the contract, the buyer will have to pay a penalty in the amount of $ 1000 or 30% of the cost of the car, which, of course, is noted in small print. To avoid such costly mistakes, dear readers, you still need to not only read the contract, but also understand every sentence in it, and if it is written “too complicated”, then involve more experienced relatives, acquaintances or contact a lawyer for verification.
Concerning buying a new car abroad, then this option is very good, and primarily because in developed countries it is not customary to deceive the buyer so cruelly as it is done in our country. Moreover, all this is regulated by law there, such actions are classified as fraud and entail inevitable punishment, which is why many people prefer to buy and service their cars only abroad.
Unfortunately, not every Russian motorist has such an opportunity, but among residents of regions bordering European countries, this practice is very common. If you are among the lucky ones who have the opportunity to buy and service a car abroad, be sure to use it, and you will hardly regret it, because:
- Firstly, abroad you are unlikely to be sold under the guise of a new broken car
- Secondly, You will be able, along the path already traveled, to carry out maintenance and warranty repairs of your car there
Mentioned above unofficial dealers will not refuse to deliver the model you have chosen from the desired country. In this case, you will be completely relieved of all the difficulties that accompany the purchase of a car abroad, but do not forget: by entering into an agreement with an unofficial dealer, you risk being in a difficult situation with him alone. Therefore, before you sign anything, carefully read the terms of the contract and customer reviews. Trust, but verify - this universal motto is the best suited to the situation of buying a car.
Buying a new car abroad in any case, it has one indisputable advantage: the car will definitely be of foreign assembly, and all parts will be produced abroad. The quality of car production in our country, although it has changed for the better, but, unfortunately, is still inferior to the foreign one.
To summarize: Where is the best place to buy a new car?
So who to choose: official dealer or unofficial?
- Try to buy a car from official dealer, but before doing so, be sure to check that
