Help with Subaru Car Purchase

LPeteT on 02/04/2019 - 22:50
Last edited 02/04/2019 - 22:51

Hi I’m hoping to find out if anyone here has experienced this or have any advice for me. I recently bought a brand new Subaru car and went to pick it up from the dealer, unfortunately after inspecting the car I identified several marks/ scratches around the car and also a patch of little bumpy dots- which I’m told by the staff are datadots that Subaru sprays on their cars for security reasons- however it would appear that they didn’t do a very good job of it as it has left spots clumped together to form these bumps. The staff also said that this is very common and can be easily cleaned off. I checked every other car at their showroom and none of them has these dots.

They took the car away and worked on it for 45 mins only to come back to say that they need more time. When asked what about the scratches/ marks on the car, I was advised that I should come back another one and give them a chance to rectify the car I.e clean it up properly.

I was gobsmacked by this and said I signed up for a brand new car not a demo car - why should I have to accept one that needs to be rectified?! They won’t swap the car for me as it’s registered in my name nor will they let me cancel without incurring a cancellation fee. What can I do? My concern is that even if they rectify so that it looks fine for delivery again- what about the long term if effect of them using all the chemicals to get rid of these data dots- who can give the guarantee that it hasn’t caused a variation in the shine of the paint in that particular spot and colour discolouration in the long term etc

Needless to say it’s been awful experience dealing with Subaru to date !!!

Any help would be appreciated- tia!

Automotive Car Subaru

Comments

  • elonmusk on 04/04/2019 - 07:33
    +3

    I had a similar problem with my Lexus. I called the head office (not the dealer) and complained. About an hour later I got a call from the dealer saying they will order in another one in for me.

  • nimnomnimy on 04/04/2019 - 08:50

    if i was you, i would just start to negotiate for freebies or a discount.

    the minor defects will be forgotten the first time some idiot dings your car.

  • [Deactivated] on 04/04/2019 - 09:52
    +2

    This your first new car? It's common for new cars to arrive at the dealer with scratches and generally dirty. They're transported halfway around the world, by railroad and transport trucks, they get damaged by dust and stone chips. It might have been sitting in an open-air parking lot (holding lot) for months. New cars don't come in a cellophane wrapper.

    Dealers will usually charge a "delivery fee" upwards of $1200 which includes full detailing, including repair of scratches. The delivery fee is misnamed because only a tiny fraction of the fee is for delivery. It seems the dealer did a poor job on this particular detailing because they didn't get all the scratches. Let them finish the job.

    Did you actually get an ex-demo? That's a different thing entirely. An ex-demo would have been driven and will have several 100km or even 1000km on the odometer. If they're trying to fob off an ex-demo on you as a new then walk away and report them.

  • mousie on 04/04/2019 - 10:37

    Take the car and drive it into a tree and / or Parked Prius

    Claim on insurance
    Get a new car from a different dealership

    … Not a lawyer

  • PeteT on 04/04/2019 - 12:17

    Can anyone recommend a paint spec lists in Melbourne that would be able to provide an independent assessment?

  • kungfupanda on 04/04/2019 - 12:27
    +1

    Which dealership is this?

  • jee on 04/04/2019 - 12:44

    OP, sad to hear about it. I too had a similar paint issue on a brand new Subaru i bought last month from Subaru Geelong. Unfortunately i noticed it only after reaching home. I'm waiting to see their response on my first month inspection.

    • PeteT on 04/04/2019 - 15:44

      Oh no, what is wrong with your car can I ask?

      • jee on 04/04/2019 - 16:17

        they had sticked a paper on to the top of car and while removing, it resulted in some paint loss as well

        • chillwok on 04/04/2019 - 20:03

          the big pre deliver bow on the bonnet will do as much damage when the fools slide it off. not sure if you have that down south

  • ChatCPT on 04/04/2019 - 15:09
    -7

    @Spackbace: Youre in the wrong and no one agrees with you. Take a hint and if youre still confused - Look at all your negs and give it a rest mate :)

    • funnysht on 04/04/2019 - 18:15
      +1

      spacebar has done a lot for the other thread and answered lots of questions. Hes giving his reply from a another perspective so it's important and great.

  • chillwok on 04/04/2019 - 19:58

    i know exactly how you feeling op. happen to me twice, almost 3 times. data dots my ass. just the first excuse the sales guy could come up with. get them to respray the parts where there are scracthes. do not take their offer to buffing it out. in on instance the fools buffed so hard the white paint turned yellow and they had to repsray one of the 3 cars. do not accept delivery of the car unless you are happy. also as someone else mentioned get them to write where the scracthes are andnwhat was done to fix it on the pre delivery reporr. if you accept the car u will never hear from them again. u will be doing all the chasin up of when your carbeill be fixed. get it all fixed before you take the car. do not take buffing out a scratch as an option. its a brand new car u shouldnlt have to buff out anything.

  • GregMonarch on 05/04/2019 - 03:13

    This is exactly why I refuse to leave deposits now. It 'obligates' you (they pressure/shame you) to take whatever they dump at your feet. I know people who have 'bought new cars' (uh, no - you've just been forced to leave a deposit) - only for it turn up the wrong colour, their ordered options wrong or missing, with damage, with mud inside because it rained when they decided to let someone who 'liked the colour' use it as a demonstrator 'just once' while the buyer was on their way to pick it up, etc.

    Pay a deposit and it's no longer their car - it's YOUR car and they're just delivering it. And every hapless halfwit along the line can shrug over the damage they cause, punishing you for keeping them out of the local Centrelink branch.

    I bet the same dealer who shrugs saying it's no biggie when someone has just spent tens of thousands of dollars… would scream like stuck pigs if told by a delivery guy the chip or minor imperfection in the ceramic surface of their new $900 bathtub he just made, was 'no biggie mate'.

    Someone I knew ordered a blue car, left a deposit 'because that's just how it works luv'. Several weeks beyond the delivery time they were quoted, the call finally came… She arranged for someone to drive her there to get it - and a silver one had been delivered instead. They billed and cooed over it, telling her she was lucky because silver is more popular, and if she didn't take the silver today, she would have to go home carless and wait another 3 months!

    • llllllllllllll on 05/04/2019 - 10:11

      What's the right way to purchase a brand new car then? Where would let you do that without leaving a deposit?

      • GregMonarch on 05/04/2019 - 17:57
        +2

        Well first, as I said I probably wouldn't buy new anyway. However, I have walked down Parramatta Rd in Sydney a few times over the years and there's always been plenty of new cars on display. Heck, I've been through small country towns like Dungog… no wait, Glouster is it in NSW? Even they had a Toyota dealer with new cars on display.

        That aside, people generally assume contracts are not negotiable. But just because it's easier for the vendor to always request a certain % deposit doesn't mean it can't be changed. i.e. I've read books by real estate investors where an agent phones with a listing they'd be interested in, but the author was short on cash. (He would set long closing dates on the contract, but get early access to properties - and realised those deposits were better in his pocket to start renovations. Then he'd flip the property often before the closing date of his own contract.)

        So the first time he offered something else - all he had spare. I don't recall the amount but it was low. Say $1000 as a house deposit instead of the 'usual' $10,000. The agent put the deposit amount, early access date, and long contract closing period to the vendor over the phone - then that 'standard' contract simply had a line drawn through the deposit amount, $1000 written instead, then was initialed by all parties.

        If a car dealership whines at a minor contract change (or worse, doesn't understand that one is easy and legally valid with signatories), it may speak volumes how they'll treat the buyer once that car is fully paid for.

        So I guess if absolutely PRESSED to provide a deposit - offer $100, $500 down. (But keep reading below to see why that would even be accepted.) So if the car turns up covered in hydraulic fluid from the truck that delivered it, you can walk away with little lost.

        Ask how long they've worked there, if not long, ask for the head sales manager - to cut through the novices or excuses. (They'll only be running back and forth to him anyway as the deal progresses, because you're not the typical yokel…) and announce your intentions off the bat, so they know you're serious, respect their time, and likewise expect them to respect yours.

        "Hi John, my name is Bill. I'm here to buy a car today. I don't leave deposits without at least actually viewing what I'm buying. Can you work with that?"

        Then listen and begin to NEGOTIATE. Respectful points of discussion back and forth. If a deposit is sticking point, suggest one of those /\ minor contract amendments for a much smaller deposit. (But never 'explain' or excuse your decisions. "I was taken once by…" It's none of his business why and he doesn't care anyway.) It signals to him you're not resolute - you're just looking for 'reassurance' that it's 'ok to give us a deposit' because we're not like the ones that did that to you.

        It's just how you do business.

        If they don't have a car in stock - aren't willing to get it in - fine. Ask where the nearest dealership is that does have one. He's now hearing, "This guy isn't mucking around. If I don't sell to him today, someone else will." And he may get a car in within a week, when he normally wouldn't for Mr Tyre-Kicker.

        Do the homework - desired options, prices, etc. before you get there. Be a genuine buyer who already knows (most of anyway) what he wants, but has more important things to move on to. Be like: "No. (without the 'sorry' - you're not apologizing for being genuine)… This is the way I do things. If you can't work with me on that basis, I'll thank you for your time because I have other responsibilities I need to move on to."

        It's not being arrogant - it's just laying reality on the table and taking your rightful place as the one holding the unzipped wallet. But I don't mean be unreasonable either. Just showing you consider your, and his time - are both valuable - so you want the negotiation to PROGRESS without either side playing silly games. Treat them as equals, but expect the same.

        e.g. "Now that's understood, do you have an xyz on the lot today? No? When [not can] you get one here by?" then listen.

        Do your homework, state what you PLAN (not hope) to pay.

        If absolutely can't meet your researched price, negotiate again… "Then whatextras/upgrades etc. can you add to offset that extra expense to me?" For example, those "$2000 extra value alloy wheels" don't really cost $2000 extra. The reality is the wheels already on it will be put on another car, reducing it's manufactured cost. The rims you would have gotten might be worth $1600. So it's really only $400 the dealer 'loses'. He's not going to loose a fish on the line over $400 for example, that he knows he can make up on the next customer who doesn't bother to negotiate - or on the next trade in, etc.

        And learn to wait - with mouth closed - and see what spills out of the other person's mouth.

        All this and more is in negotiation books anyway. There must be a free Amazon book or udemy course, LOL. ;-)

        • spackbace on 05/04/2019 - 18:05
          +1

          And learn to wait - with mouth closed

          Except salespeople are taught this from the 1st day (and not just in car sales), so I'm yet to come across a customer who talks second…

          And be careful with your advice of telling people to walk away over a $100-$500 deposit. I do know of dealerships who have taken customers to court, as the contracts states they're allowed to, to claim up to 15% of the purchase price. If you're breaking contract without a valid reason, expect a summons ;)

          Once again, for those playing at home, don't trust everything you read on the internet.

          • GregMonarch on 05/04/2019 - 18:21

            @spackbace: Well, obviously people still need to read and understand the entire contract. Again, there's nothing preventing that clause being deleted and replacing it with another. How receptive car dealers are to that, I don't know, but it's routine for RE. So agents that don't bend, soon lose their potential roll of investors. So while I imagine it's less common with vehicles, it wouldn't be unheard of (particularly if the one buying is a RE investor LOL).

            • spackbace on 05/04/2019 - 18:22

              @GregMonarch: Yeah no we don't change contract conditions.

              If you crossed that line out before signing, you wouldn't be buying a car. It just raises more questions than answers.

              • GregMonarch on 05/04/2019 - 18:45

                @spackbace: After discussion I mean. Not just, "Gimme a pen and I'll fix this." But again, if they weren't open to a simple clause change I'd go to another dealer, or at least one that has stock. It gives someone I don't know with more power over me/my money than I do.

                • spackbace on 05/04/2019 - 18:56

                  @GregMonarch: As I said, I don't know of a manager that would be happy with you crossing that out. It screams "I'm going to run away from this deal over the slightest speck of dust that I see".

                  There shouldn't be a reason why you'd walk away from a contract.

                  • GregMonarch on 05/04/2019 - 19:22

                    @spackbace: So if you signed a contract for a new bathtub delivery for a new home, and it arrived with a chip in the ceramic coating, you'd be happy for them to send it to a business unrelated to the manufacturer, to be stripped and recoated - instead of requiring a new one. I wouldn't. If I wanted a secondhand recoated bathtub I would have bought one and had it done myself. Who knows what else could go wrong - that second business might damage it more, or upon delivery, or the coating might crack out of warranty - I'd want what I ordered - a brand new, undamaged item fresh from the factory, to match everything else.

                    From the dealer side, they must see it as: "What a winger, we only make $8000 out of this car."… But the buyer isn't seeing 'only' $8000 - they're outlaying tens of thousands - for some people, only once in their entire lives. If at any time they should receive something new… like new - it should be then. Furthermore, let's say it's time to sell that car in a few years, and the aftermarket patch up job on the paint has now become obvious. They say the car has never been in an accident - but buyers think they're lying because of the paint difference.

                    I sure couldn't do it if it was my business. I'd either reject the car, putting it back on the transporter, or at least claim some kind of reimbursement from the manufacturer. Then offer that full amount to the client, or get them another car and use the money to fix it and sell it as a 'second' to someone else. (Even if the next person never knew about it.)

                    • spackbace on 05/04/2019 - 19:26

                      @GregMonarch:

                      we only make $8000

                      First off, gross like that is practically unheard of these days.

                      And I've gone over this argument earlier in this post if you've actually read what I've written. And is obvious by the replies as to how people react - They'd rather not know it had been repaired, and go on with their day, than know it had.

                      And again, as has been pointed out a few times by more than me, damage to cars happens to the majority, not the minority. So stick your head in the sand and believe yours is the perfect example, or admit that it's very likely something has happened to it. Your car has travelled quite a distance to get to that showroom…

                      But again, this has been discussed earlier in this post.

                      • GregMonarch on 05/04/2019 - 20:22

                        @spackbace: It's just an example, an illustration. To show what seems small to the dealer can be the life savings of a buyer.

                        But ignorance is bliss I suppose. I just know if that is what's required to sell cars for a living - constantly excusing or hiding repaired damage on something brand new that the factory should have down pat by now… then I'd rather stand on the back of a garbage truck for my money. I'd feel less dirty.

    • spackbace on 05/04/2019 - 10:39

      Regardless of deposit or not, you've signed a contract…

      Getting a different colour car isn't a common occurrence and (as a customer) is easy to demand what your contract states.

      • GregMonarch on 05/04/2019 - 18:30

        What a contract states, and what someone buying their first new car winds up with, can be quite different. She was driving a wreck long distances to work daily, which was due for rego in the extra time required to get the right colour; initial delivery period extended twice; by a few weeks each time; a new not-blue car was there; and they were saying another 3 months if she didn't take it (which who knows, could have been extended 2-3 more times). Or, should could forfeit the deposit/other penalties, or waste time in court, while starting the same process somewhere else and now doesn't have a deposit… Giving in becomes the easier decision.

        • spackbace on 05/04/2019 - 18:43

          Except the contract states a delivery date, or 3 months from purchase, or you get to break contract.

          So both sides are covered.

          You can quote her horror story all you want but if the dealer couldn't supply in the designated timeframe, bingo, you're out of the contract and you take your money elsewhere.

          I sure as shit wouldn't encourage a friend or family to spend their money at a place like that, and if they did I'd be encouraging them to leave bad reviews elsewhere.

          • GregMonarch on 05/04/2019 - 18:57

            @spackbace: Again, there's what should happen - and what does happen. Sure she could have walked and then what. No other dealer had one either (all come from the same distributor/factory); she had added the car loan onto her home loan so repayments had probably begun when the delivery date wasn't met (or earlier); she would have her deposit back (if they hadn't fought her on it - who knows); but no point spending $3000 fixing and registering a $400 car; and had no more time off work to shop around. They were shooting a fish… not even in a barrel - but in a pipe.

            • 91rs on 06/04/2019 - 17:33

              @GregMonarch: Whole story doesn't sound legit, I call BS.
              Your rambling further up is just as made up.
              You sound like the kinda guy who'd walk in and talk all that talk but never buys anything.
              Do you wear sandles, bring a clip board with a list and measuring tape also?

              • GregMonarch on 06/04/2019 - 21:46

                @91rs: I have $130k in the bank, own most things I need, and don't want more toys as I'm looking at selling up and traveling. So I guess it's true that I won't be making any large purchases for a while. Not sure what bearing that has on anything though, but at least it provided you a chance to open your big mouth to add nothing of value - so, glad to be of assistance in that at least. ;-)

    • chillwok on 05/04/2019 - 12:36

      a dealer tried to pull a fast one on me with the colour of the car as well. they ask you what your colour preferences are then wrtie it down. what you need to do is ask them to show you on their xomputer their stock list and vin number of the car and how many klms on the car. lucky i read the contract before signing it, as the honest sales guy had put my second preference which i never would have wanted. just state the colour u want and make sure its on the contract. with regards to the deposit, leave as little (say $50) as you can so it doesnt hurt as much when things go sour. when i left the depsout for one of my cars their finance guy added $100 more accidently. what a surprise. silly me didnt look at the eftpost machine. next time ill be paying cash for the deposit. your entitled to put as many clases in the contract. i would recommend putting down any scracthes found on delivery will not be acceptable, will not be buffed out. also make sure delivery date and aslo all accessories must be on the car. had to wait a few months for floor mats and a fee weeks for a tow bar. it really comes down to how desperatly you want your car on delivery date. pretti sure they know most people will just take the car so they dun give a shyt half the time

      • GregMonarch on 05/04/2019 - 18:59

        First colour preference: Red
        Second colour preference: Still red

  • This Guy on 05/04/2019 - 13:00

    Further what Spackbace wrote:

    All mainstream cars reach the dealership with paint imperfections. All mainstream models arrive with micro scratches as cars are painted and transported to a price point. This is also why many come with small chips, bubbles, orange peel (most have orange peel), etc.

    New cars are frequently repaired by logistic companies due to shipping damage. It can cost more to have a boat sitting at dock than it costs to repair 10% of that boat's load. Some exotic cars have a 100% repair rate as they will not start so they are dragged off. The dealership will only know of these repairs if the repairs are done poorly.

    The marks are most likely acid burn from bird droppings. Again, this is most likely due to cheap storage in transit or for the dealership as Subaru do not charge premium prices.

    If they could not fix the marks and scratched with 45 minutes of polishing, those panels 'need' a respray.

    A car's function is to drive. Light scratches and marks on a mass produced object to be used outdoors should not affect your enjoyment of the produce, but since they do, here is one way to handle it:

    Take photos NOW.

    Book in your car to be fixed by their service department ASAP.

    If the car is not fixed, send a letter of demand addressed to the dealer principle via registered post. Make sure to include a return address and a realistic time frame to reply (say 14 business days).

    If you are not happy with their reply, get several written quotes from local smash repairers and lodge a complaint with your local consumer tribunal. Make sure you bring copies of the photos and quotes for everyone. This may not come out in your favour as your demands seem unreasonable considering you bought a Subaru and not a McLaren. But the dealer may fold as it looks incredibly bad to be hauled before these tribunals.

    Now that your panels have been resprayed your paint will not match (levels or orange peel, alignment of pigments, slight colour variations, over spray, drips, different clear coats, the blend, etc.) reducing your enjoyment further and significantly affecting resale value. Basically the smash repairs work should (usually) be to a far higher quality than the manufactures, but with limited access to the same paints, thinners and pigments, making their work stand out like a sore thumb.

    If the dealer or the logistics company fixed the acid burns before delivery you would have never known and been incredibly happy with your purchase. It would still be insanely visible to a professional when it came time to sell.

    • spackbace on 05/04/2019 - 13:03

      Further what Spackbace wrote:

      Shhhh, people prefer to keep their head in the sand ;)

      • This Guy on 05/04/2019 - 13:05

        I was going to reply to your post but I did not want to be rude :)

        • spackbace on 05/04/2019 - 13:07

          You'll get caught up in the barrage of neg votes ;)

          • This Guy on 05/04/2019 - 13:15

            @spackbace: To be fair, I understand why they are negging you. Most people don't understand that cars are cheap for what they are, even if they cost an arm or a leg.

            That's why I am constantly adding way too much insider details to your replies. Honest responses and consistent messaging is the easiest way to a happy client.

            • spackbace on 05/04/2019 - 13:19
              +1

              @This Guy: Insider is fine and it's good of you to do so. I've declared a lot about me publicly on this site that there's certain particulars I'd rather not disclose.

              The neg votes don't phase me, if they did I would've logged off this site years ago!

              And those on the AMA chasing my income and comms amount were just ridiculous.

              • This Guy on 05/04/2019 - 15:38

                @spackbace: What is the comm structure in WA like (or average per car)? Please don't be exact and out your employer.

                Best east coast that I've heard of is >$16k before tax on 32 after a luxury group picked up some mainstream brands but still paid luxury delivery target bonuses. Over half of that was target bonuses.

                Worst high volume comm I've heard of was ~$4.5k for low 30's for a budget brand at a dealership where the other brands had duel comms (manufacturer and dealership).

                30's gets $8k+ with most mainstream dealerships/brands over here ('various' volume bonuses).

                • spackbace on 05/04/2019 - 15:39

                  @This Guy: Way too difficult to say. I've worked for 3 different employers, with 3 different structures, with differing bonus structures between used and new vehicles

                  It's not a simple answer as there's no "1 size fits all" answer

    • apsilon on 05/04/2019 - 14:00

      Unless you're talking about a back yard job any pro shop will have access to the same primers, tints, paints and clears, in fact they almost always have access to superior products if they want compared to what's used OEM. Quality of work does vary massively though. Dealers usually have a nearby go to shop so that shop gets a lot of business so they generally do the right thing as it's easy income for them but there are also those dealers and panel shops that try and take as many shortcuts as possible. Most customers won't notice the little things that someone who knows what they're looking for will. 95% is good enough for most people to not notice.

      My biggest issue is even if a repair is perfect, it does potentially effect resale value when someone like me turns up and goes over the car and finds an area that's been repainted. The obvious thought is accident repair. Who wants to buy a car that's been in an accident? What else could be wrong that you're missing? What shortcuts were taken in the repair etc. You either negotiate a very low price to cover your risk or walk away.

    • GregMonarch on 05/04/2019 - 18:13

      I don't understand why, after all these decades, they can't produce a decent paint job. It is after all the first thing you see and most noticeable part of the car. I worked in a small panel beater business without all the dust-free booths and tech of today. If a hair fell making a blemish in the paint it was sanded flat and the entire panel given another coat. If it was obvious that would not work, it was all stripped back off and repainted. A new car for most people today is a years wages, if not several years with their other expenses. A car that comes through with runs, wrinkles, etc. should return to the start of the production line - and the robotic equipment fixed (or discarded, LOL).

      • apsilon on 06/04/2019 - 06:57

        IMO, a large part of the issue with runs etc on OEM paint is the fact that many, perhaps most or even all by now, manufacturers have moved to a wet on wet system. This is where each individual coat isn't cured/dried before the next coat is applied. So primer is applied and while it's still wet colour coat/s are applied and while they're still wet clear is applied. The coatings are now designed for this but it still allows far greater opportunity for runs and other issues. It should be picked up in QC but they're regularly missed.

  • desmondnnk on 05/04/2019 - 13:19

    Sorry to hear about your experience. Just wanted to share my experience below:

    My parents recently purchased a subura Forester and the rain wipers needed replacing after 12 months, I took it back to the service centre and they confirmed that it needs to be replaced. But not covered under warranty and said it is "wear and tear". I told them this is clearly a quality issue with their OEM products, and i am not going to pay money just to put the same thing back on to have it replace again in 12 months.

    Quite disappointing at Subura's quality, and won't choose Subura again in the future.
    Subara has clearly gone quite far down hill from where it used to be.

    • chillwok on 05/04/2019 - 13:27

      just to ease your mind a bit. this seems to be a commin problem with the oem wipers on other brands as well. so im sure you are not alone.

      • desmondnnk on 05/04/2019 - 15:14

        thanks for your insight. this must be for more recent years…

        My family owned a few cars from Toyota and Honda (all purchased pre 2012), never had such issues with their OEM parts and generally warranty covered any of these defects. Back in around 2008, Toyota even helped to replace a scratched car key case under warranty when i took the car to service.

    • GregMonarch on 05/04/2019 - 18:14
      +1

      Must be the Chinese knock-off of Subaru. ;-)

  • n0u on 05/04/2019 - 23:17

    I've had a similar issue when I picked up my new car. Didn't get too much luck with the dealer so I called the head office explaining I intended to pursue the issue further. They agreed that the car should be in a brand new condition and ordered another one for me. Make sure you check the VIN to ensure they actually give a new one instead of fixing up the old one.

    Stick to your guns and don't accept anything less than brand new - you've paid for it.

  • Klevakiwi on 06/04/2019 - 10:00
    +2

    Interesting thread. Having managed dealerships for IAR ( Inchcape Automotive Retail ) for over 10 years, who are the importers,distributors, and in many Cases Retailers of Subaru ( In Melbourne all dealerships are owned by IAR ). I have a couple of observations.
    Firstly in my experience, if a vehicle isn’t 100% right on delivery, you ( the dealer ) have problems, as it will need to be 200% right the second time around and the owner will never be happy, resulting in an NPS survey which will come back as a detractor.
    Deregistering a vehicle is not an issue as long as the vehicle hasn’t been driven. Registration clerks often deregister vehicles for a myriad of reasons.
    If it was me sitting in the chair the options would be simple. If he wants a refund give it to him. Should he buy a Subaru else where IAR still win, or offer him another car, let him check it completely before registering it and throw in some complimentary servicing.
    While this is obviously a big deal for the op, in dealerland it’s just another fire to be put out.
    Finally to the op, if this hasn’t been resolved yet, phone IAR and ask to speak to the Zone Manger for the dealership. Whilst you’re experience hasn’t been ideal, unfortunately it isn’t uncommon. Subaru and Subaru Head office are not bad people, despite all the emotive comments in this thread, and they will do their best to resolve your issue.

  • coolroy on 06/04/2019 - 12:36
    +3

    My son was buying a new Alfa Romeo Giulietta from a dealer here in Perth (Mandurah).
    I went along with him to pick up his new car, & noticed a dent, paint damage etc.
    Told the dealer we would not be accepting this car nor would we accept it if repaired but that a new vehicle was required.

    The sales guy called over the sales manager who tried to insist that as the car was now registered in my sons name & had window treatments it could not be replaced. Insisted on speaking to the owner of the distributorship who then tried to physically intimidate my son & myself…like that would work.

    Took note of the vin number & rego number & told them get me a new car or refund the deposit.

    A week later my son & I picked up a brand new Alfa Romeo Giulietta from the dealership in perfect condition, same colour as ordered.

    Stand your ground dont accept something that costs tens of thousands of dollars if its not in showroom new condition.

  • worthy1 on 09/04/2019 - 13:37

    I cant believe people have said this is a nightmare customer and told to deal with it. A dealership will always do what they can to get out of it. I have had customers that have had to point out clearly noticeable issues and watch the dealership act like they didnt notice it. Most people dont inspect well so they hope this is the case and then its not their issue when it drives off, sale done.

    The best thing you can do is call Subaru Australia. I had issues with my car at a service department at a dealership with a bad reputation. I called the Head Office, was assigned a case manager and the whole problem was handled how it should have been. They even organised me a hire car for a few weeks when the dealership was going to leave me to walk around town.

    Call Subaru Australia and get it sorted.

  • apsilon on 09/04/2019 - 17:27
    +1

    Any update OP? It's been a week so surely they've sorted it or you've walked by now.

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