Is this a normal practice?

[elmira]

On Saturday I selected a new 2007 Honda Accord from a local dealer and gave them my downpayment. I was to pick it up Tuesday evening after they detailed it, etc. Tonight they called me as I was driving over to tell me that they had taken some parts out of the car to put into another car that came in for service. The car is undriveable until tomorrow, when they can put in the parts. My sales guy did not know what parts they removed. According to him, some lines of communication were crossed and my sales guy was not aware that the car had been "cannibalized" but assured me that they were putting in brand new parts, etc.

I have 2 issues here.

1. The whole customer service issue surrounding this. They really didn't know the state of the car until I was driving 45 minutes to the dealer? They are willing to give me my first 4 oil changes for free as compensation for the delay.

2. Is it normal for a dealer to just take parts out of a new car sitting on the lot to service the same model year that came in for service? Being in Hawaii, I understand that parts often take longer than on the mainland, but this practice seems shady.

I got a fair price on the car, like the car, and were it not for this incident I would have been quite pleased to hand over my $$. However, this cannibalization/parting out gives me pause. Is this just an inconvenience or should I run like hell to another dealer?

[Ray paulsen]

It's very common that the service dept will get permission from the sales dept to remove a part and replace when the new part arrives, this way service customer don't have to wait.

Yes there were lines of communication crossed and whom ever gave permission to remove the parts I am 100% sure had no idea vehicle had been sold or scheduled for delivery, the dealership was up front with their answer, they could have lied to you saying the vehicle has a faulty part that needs replacing and dont want you to take delivery till such time.

Suggestion, 4 oil changes is fair compensation except for the fact you have to drive 45 min to benefit ?, if this is inconvenient then ask for a $200. voucher that can be used for future service or in parts dept.

[honda4us]

I agree with the last post. I've worked in a dealership for 20 yrs and it's unfortunate but it does happen.

Service wants to please their customers and most times, sales are happy to oblige but I don't think any dealership would have willingly loaned your parts to another customer knowing you were en-route to pick up your vehicle. Your sales rep must have been furious. I'm sure there were some juicy words between the departments after you left.

I think its very fair to ask for some compensation for your inconvenience. If they are interested in keeping up their CSI score - they will accomodate and free oil changes or vouchers wont cost them much at all.

Enjoy your new car!

[buyingacar101.com]

Well it is common for them to take parts from one car to put onto a service customers car that is under warranty or on a car being sold. It is unusual for them to take them from a car that is sold. What happened more than likely was a mix up and poor communication between service and sales. The car should be fine. Although this is a good chance to"pout" and be wishy washy and see if it will not save you a few hundred more dollars!

[leadlefthand]

Originally Posted by buyingacar101.com

Well it is common for them to take parts from one car to put onto a service customers car that is under warranty or on a car being sold. It is unusual for them to take them from a car that is sold. What happened more than likely was a mix up and poor communication between service and sales. The car should be fine. Although this is a good chance to"pout" and be wishy washy and see if it will not save you a few hundred more dollars!

Well said. I think that you can get way more than the 'free oil change' compensation. The customer is always right you know and good service is often the trademark of a good company.

What happened to you was a blunder on the dealer's part so they'd probably try to do anything just to be able to clean up the tarnished image you have of them.

['97ventureowner]

Look familiar?? http://www.cartalk.com/content/colum...08/May/04.html
I saw it last week in my Sunday paper which runs Tom and Ray's column. A web search finds this guy has posted this on other forums as well. Too bad he hasn't been back to the site since he first posted it. Why post something then not come back to see any answers?

[RaeRae1]

I thought I had seen it before. Someone posted it a while back on another car forum I frequent. Why would you bother? Makes no sense to me.