Warranty registered before delivery - a warning to all to check

Messages
13
#1
Hi All

Anyone else had any experience of the warranty starting prior to collecting a new Maserati? Make sure you check the date on your warranty card aligns to when you actually took delivery. I'd like to bet that there are some discrepancies out there. It's the first page of the warranty card/book that has the date.

I bought a Ghibli S from a sports and prestige specialist approximately 6 weeks ago. The car was registered and delivered to the previous owner on the 1st September 2014. Great I thought, 3 months warranty remaining with plenty of time to apply for the extended warranty. To my horror when contacting a Maserati dealer to do this I discovered the warranty had been issued 2 months prior to the vehicle delivery/registration/collection and expired on the 1st July. I'm now battling to get the extended warranty accepted and make good the missing two months.

I am attempting to extend the warranty which I believed to be expiring in 1st September 2017, as that is when the vehicle was, delivery date of 01/09/2014. I have now been told the warranty expired on the 1st of July 2017, two months before delivery to the first owner.

This seems unethical behaviour in my opinion, and in actual fact the claim that a 3 year warranty is included with a UK Maserati is incorrect, misleading, has been mis sold and simply not true. The first owner only had 34 months warranty, not the advertised 36. This was not a demonstration, courtesy or pre registration vehicle.

Maserati have agreed to back date the warranty to the 1st July, pending an inspection. It has put the servicing out of sync as well as me missing out on two months of warranty coverage. Oh and their is the suggestion a 25% charge as the warranty renewal is outside of the grace period.

The original supplying delaer is pushing back stating sales of goods with the first owner etc. In my opinion this goes beyond a single customer/supplier contract. This is despite the fact that I have in writing the previous owner had no idea he was missing two months warranty. The dealer/Maserati have a responsibility to ensure marketing communications are legal, decent, honest and truthful. This has nothing to do with a customer contract in my opinion. A 36 month warranty is advertised as included on new UK vehicles, it wasn't.

I really do love the car and would like to continue to enjoy it with a warranty as back up.

Apologies about the epic post. Just interested to hear other experiences.

I like to share knowledge and experience for others to benefit so I'll keep this thread updated incase others have the same issue.

Thanks.

James.
 
Messages
4,036
#2
The warranty needs to start on the date the first owner accepted delivery of the car. Don't settle for anything less.

Do you have proof of the original delivery date?

We have this a lot with IT kit. The manufacturer's warranty always starts at the date they shipped it from their factory to the first disty/supplier. It could sit in stock for weeks or months at the disty. Then the reseller could buy it and stock it for weeks & months. Especially when buying bulk stock at good one off pricing. I often do this. We have had items in stock for maybe a year before selling the last one so the warranty could already be 12-18 months out.

Most manufacture's accept the customer proof of purchase as the start date of the warranty & a simple email over of this updates the date & all is fine. We have this a lot & never generally have any issues with manufacture's honouring the warranty term as 3 years from proof of purchase. It isn't 3 years otherwise.

Don't settle for anything less than what is right which is 3 years from when the car was delivered to its first owner.
 

mjheathcote

Centenary Club
Messages
5,972
#3
It does seem rather odd.
You only have to enter the car registration into the government's mot checker to get the cars date of registration or of course the registration log book.
 
Messages
13
#4
The warranty needs to start on the date the first owner accepted delivery of the car. Don't settle for anything less.

Do you have proof of the original delivery date?

We have this a lot with IT kit. The manufacturer's warranty always starts at the date they shipped it from their factory to the first disty/supplier. It could sit in stock for weeks or months at the disty. Then the reseller could buy it and stock it for weeks & months. Especially when buying bulk stock at good one off pricing. I often do this. We have had items in stock for maybe a year before selling the last one so the warranty could already be 12-18 months out.

Most manufacture's accept the customer proof of purchase as the start date of the warranty & a simple email over of this updates the date & all is fine. We have this a lot & never generally have any issues with manufacture's honouring the warranty term as 3 years from proof of purchase. It isn't 3 years otherwise.

Don't settle for anything less than what is right which is 3 years from when the car was delivered to its first owner.
Thanks for the quick response. Yes, I have the original invoice with the delivery date of the 1st September 2014. That's the date the customer also collected the vehicle and it was registered. They've agreed to backdate my application of the extended warranty two months, but I miss out on what was advertised, the 36 month warranty. I now have to leave the car with a dealer for several days whilst they decide if I'm worthy of the extended warranty, or at least that's how it feels.

Thanks again for the advice. I'll keep all you folks updated. Coming from Porsche I'm really amazed at how customers are treated so far. It feels like I should be grateful that they've vaguely considered back dating the warranty and should lap up the 25% surcharge should they so wish to impose it!
 

mjheathcote

Centenary Club
Messages
5,972
#5
It does seem rather odd.
You only have to enter the car registration into the government's mot checker to get the cars date of registration or of course the registration log book.
Are you sure it wasn't preregistred before the first owner bought it?
 
Messages
13
#6
I made the obviously simplistic assumption that the first registration date would align to the warranty date. Apparently some dealers register the warranty as soon as it lands with them, that could be months before the car is actually registered. For all new owners I do really encourage you to check the first page of the warranty card/book to see if it aligns with your registration date. Thanks for the replies though folk. I'm being made to feel by Maserati that I'm being unreasonable in some way. At least I know I'm not :)
 
Messages
10,979
#7
The brand is rather backward in relation to customer care and only looks after the original purchaser in most cases... in fact it was not that long ago that they were non transferable.

At least you know now rather than later when you hoped to make a claim.

Also be aware that if you take your Maserati on a track you invalidate the warranty; as one owner on here found out to their cost earlier this year.

We also know that suspension failure is non of their concern as well... should your wishbones snap its tough luck as apparently they should be inspected (as stated by Maserati) and replaced as part of the annual service.
 
Messages
13
#9
I've been stung by this before; it's commonplace; you've done very well to have it reinstated to 1/7.
Thanks for the response. If it's commonplace why hasn't it been investigated before I wonder? It is a trading standards and/or advertising standards authority issue in my opinion. How are they getting away with advertising something that isn't true? I'm not a legal expert, I leave that to my Oxford graduating, hot shot Lawyer of a sister who I'll have to have a chat with when she returns from holiday :)

I really don't know where the problem lies, dealer or Maserati GB/HQ, and quite frankly I don't care. The delaer supplying dealer is throwing their toys out the pram at the mere notion I may have to seek advice from certain authorities. I also mentioned in a private email that I would not be an advocate of said dealer based on my experience thus far. They seem extremely nervous/defensive that I might just publish my factual, truthful experience which is backed up documented evidence. Statements like "we will defend any bad publicity vigorously". Also "Whilst your at trade standards reporting us, please do inform them that you bought the car from someone else as they are libel for mis-selling or advertising.". I suspect they know it is a practice they are carrying out to get quarterly/monthly bonuses. Buying cars in bulk and registering the warranty so it appears as though cars have been sold, I could be wrong though.

I have briefly investigated the final point and it is quite acceptable to report the dealer if it means that other customers don't get misled by them in the future. Regardless if I was the first owner or not. Essentially the original supplying dealer has caused all this mess, not the dealer who I purchase from as he rightly assumed the warranty aligns to the original delivery date.

I really don't want to go down the whole legal route, unfortunately I got the initial feeling I have to arm myself with at least a little information that I need them to take attention of. If it was a case of "we're terribly sorry sir, this should never have happened and we'll recitify the situation and here's a service voucher as a way of an apology", then it would be a different matter. Instead I'm met with 'try it on if you like mate' attitude. Maybe Maserati have Italian connections based in Sicily, I better back off to protect my knee caps ;)

Sorry I've rambled again.

I hope this comes to an amicable conclusion quickly.

James.
 
Messages
13
#10
Hi All

I have a meeting with the franchise director tomorrow. I intend to send the note below so we both can refer to the facts and a suggested solution, I've redacted the parties involved. Any opinions? I wasn't sure if to include the last statement re trading standards or not? I also considered saying something like "I'm happy to sign a waiver/non disclosure agreeemt if the case is concluded satisfactorily".

I'm attempting to be reasonable, and all I want is to be in the position I would have been if the supplying dealer had applied the warranty correctly. I'm not prepared for them to hide behind the 'you're not the original' owner argument. I've checked and you don't have to have purchased goods from a trader for them to be negligent.

Anyway, opinions welcome. Flame suit on ;)

Hi xxx

For our conversation tomorrow I thought it prudent to set out some terms of reference and expectations of how my case can be resolved.

Summary of events

1. The car was delivered new to the first owner on the 1st September 2014 as detailed on the invoice.
2. The warranty was registered on the 1st July 2014. This breached warranty clause 1.1 where it is communicated that a warranty of 36 months duration is issued to the first owner. Xxx did not own the car at any time.
3. The first owner was not aware that the warranty was registered two months prior to collection, as confirmed in writing to me.
4. Maserati advertise that vehicles are provided with a 36 month warranty. This wasn't the case with my vehicle. I believe the practice of not providing the full 36 month warranty may be commonplace and systemic.
5. You/Maserati have a responsibility to ensure marketing communications are legal, decent, honest and truthful. This has nothing to do with a customer contract. A 36 month warranty is advertised as included on new UK vehicles, it wasn't.
6. Pre-delivery checks were not completed and/or recorded in the warranty card/book.

Actions required

1. The car is booked in with Xxx Maserati on Wednesday 16th August for pre warranty checks. Xxxx Maserati were £1,000 more expensive than Xxx for the same product and service I'm afraid. I will now be without my car for several days.
2. Xxxx to pay for any remedial work for the car to be accepted on the extended warranty scheme, not including any wear and tear items. Xxxx to liaise with Xxx to ensure this happens.
3. Xxxx to pay any potential surcharge, up to 25%, that Maserati have suggested may be required for the car to be accepted on the warranty scheme. I will pay the, approximately, £2,600 to Xxx, xxxx to pay anything above this for the car to be accepted on the extended warranty scheme.
4. Xxxx to make up the two month discrepancy by incorrectly applying the warranty early. Based on the price quoted by xxxx for the extended warranty I calculate this to be £300.
5. Xxx to pay me £200 to take into account the servicing that will be required earlier due to the warranty not being aligned to the age of the car. I've based this on the 25,000 mile service being charged at circa £1,000.
6. Xxx to ensure the warranty card/book pre-delivery checks are completed.

I am now giving xxxx every opportunity to rectify this situation. I have not claimed anything in excess of what should have been provided in the first place. All of the above actions are to simply get me to where I would have been if the warranty had been registered correctly in the first instance.

I would ideally like to meet face to face tomorrow at Xxx if possible, I can also travel to Xxx if it is more convenient though.

You did encourage me to approach trading standards, but I really do hope this can be negated. Please remember a trading standards officer may at ALL reasonable times enter the premises to see if an offence has been committed. If they think an offence has been committed then they may require the production of any books or documents and take a copy in order to establish whether or not an offence has been committed. This is regardless of who purchased the goods or services.

Many thanks.

James.
 
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7,089
#11
Feel for you but it is something Maserati have been doing for years. I would advise you to be firm but polite as you are right IMHO but try a bit of brevity if you can as the actual point of issue here is very simple.
 
Messages
13
#12
Thanks. That's a good point. I'll bring out the actual issue right at the start of the message in a single sentence and make it really clear as an opening statement. The rest is supplementary material/evidence. I'm really not sure where the root of the issue is, Maserati or dealer. I suspect a bit of both. The dealer is keen to hit targets but Maserati force them to register the warranty as soon as the cars land. It is very simply unlawful though in my opinion. Perhaps they're not used to dealing with plebs like me with 'only' up to £50k to spend, and the Ferrari owners just take it on the chin. Perhaps no one, trading standards etc, has lifted the covers on the practice as yet? I suspect it's not the highest item on their list though.

Thanks again. I'll let you all know how it goes. At the end of the day I'm not going to let it spoil the enjoyment of the car.
 
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10,979
#13
Point 4 needs to be omended to reflect the warranty was incorrectly applied prior to registration as it currently reads that you wish it to be applied incorrectly.
 

bigsteve

New Member
Messages
63
#18
If you extend the warranty be very careful, there is a thread on here about issues people are having trying to claim on extended warranty, in particular be aware you need to have all Maserati recommendation carried out at service even though they are not compulsory at service time. Also the main dealer may not inform you of this issue when you are considering wether or not to have any of the recommendations carried out.
 
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7,089
#19
If you extend the warranty be very careful, there is a thread on here about issues people are having trying to claim on extended warranty, in particular be aware you need to have all Maserati recommendation carried out at service even though they are not compulsory at service time. Also the main dealer may not inform you of this issue when you are considering wether or not to have any of the recommendations carried out.
My experience on this was not negative and my dealer explained everything up front including the importance of getting the four year items done if you are extending the warranty for two years (three to five years). Not sure about the Turin cars and whether they have such a big four year service as the Modena cars.
 
Messages
13
#20
Cheers everyone for your input. I have a face to face meeting with the franchise director at 11am tomorrow. I'm actually impressed that they have taken the time to accommodate me, so I'm hopeful we can all be friends after this, credit where credit is due. I'm actually asking for peanuts on the grand scheme of things. I doubt there'll be any items that need rectifying for warranty approval, and I'm guessing this mention of a possible 25% surcharge that came from Italy is something that can be waived in discussion with the dealer. That just leaves £500 of goodwill to come my way. I'll probably decide after all of this I should have just gone with warranty wise instead :D

It's mighty annoying that I'll be without the car for a week or longer whilst someone in Italy decides if I'm worthy of one of their warrranties though. I think I'll be supplied with some German rep-mobile too :(

Thanks again for all the input. I hope to impart some knowledge as I learn the quirks of Maserati the hard way. Time for a G&T now I think :)