Custom order problem - please help
Thread Starter
Newbie
Joined: Jun 2018
Posts: 12
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2001 BMW 325i and GLC 300 4MATIC
Custom order problem - please help
Hello Everyone, I am having an issue at the local dealer and want to get opinions what my options could be to get this resolved.
Long story short, I placed an order for a custom GLC 300 back in March. Placed down payment, signed purchase agreement, etc. Was supposed to pick up the car this weekend, but found out yesterday that dealer f*** up the order and got the wrong options on my car. Basically I ordered the Advanced Lightning Package, but instead of the package, they just ordered LED headlights. Not a huge difference, but the Package has really nice features like the Active headlamps, Adaptive highbeams, and ambient lights which I really wanted to have. Problem is that dealer can't find any other cars in US to replace my car, and can't reorder the 2018 models anymore. And 2019 models don't have the Espresso Brown seats which I also really wanted.
Has anyone experienced anything like this before and how did their dealer resolved the problem or compensated them? Any suggestions are greatly appreciated. This is my first Mercedes and I am pretty upset.
Long story short, I placed an order for a custom GLC 300 back in March. Placed down payment, signed purchase agreement, etc. Was supposed to pick up the car this weekend, but found out yesterday that dealer f*** up the order and got the wrong options on my car. Basically I ordered the Advanced Lightning Package, but instead of the package, they just ordered LED headlights. Not a huge difference, but the Package has really nice features like the Active headlamps, Adaptive highbeams, and ambient lights which I really wanted to have. Problem is that dealer can't find any other cars in US to replace my car, and can't reorder the 2018 models anymore. And 2019 models don't have the Espresso Brown seats which I also really wanted.
Has anyone experienced anything like this before and how did their dealer resolved the problem or compensated them? Any suggestions are greatly appreciated. This is my first Mercedes and I am pretty upset.
Senior Member
Joined: Mar 2017
Posts: 417
Likes: 48
From: Virginia
'17 BMW X3, '18 GLC300 4Matic
Hello Everyone, I am having an issue at the local dealer and want to get opinions what my options could be to get this resolved.
Long story short, I placed an order for a custom GLC 300 back in March. Placed down payment, signed purchase agreement, etc. Was supposed to pick up the car this weekend, but found out yesterday that dealer f*** up the order and got the wrong options on my car. Basically I ordered the Advanced Lightning Package, but instead of the package, they just ordered LED headlights. Not a huge difference, but the Package has really nice features like the Active headlamps, Adaptive highbeams, and ambient lights which I really wanted to have. Problem is that dealer can't find any other cars in US to replace my car, and can't reorder the 2018 models anymore. And 2019 models don't have the Espresso Brown seats which I also really wanted.
Has anyone experienced anything like this before and how did their dealer resolved the problem or compensated them? Any suggestions are greatly appreciated. This is my first Mercedes and I am pretty upset.
Long story short, I placed an order for a custom GLC 300 back in March. Placed down payment, signed purchase agreement, etc. Was supposed to pick up the car this weekend, but found out yesterday that dealer f*** up the order and got the wrong options on my car. Basically I ordered the Advanced Lightning Package, but instead of the package, they just ordered LED headlights. Not a huge difference, but the Package has really nice features like the Active headlamps, Adaptive highbeams, and ambient lights which I really wanted to have. Problem is that dealer can't find any other cars in US to replace my car, and can't reorder the 2018 models anymore. And 2019 models don't have the Espresso Brown seats which I also really wanted.
Has anyone experienced anything like this before and how did their dealer resolved the problem or compensated them? Any suggestions are greatly appreciated. This is my first Mercedes and I am pretty upset.
I actually ordered a MY17, but when it got built MB had switched over to MY18. The packages were different, but it got built to include everything that was spec’d out and the dealer and/or MB ate the $1,100 higher price of my MY18 GLC.
IMO, assuming the dealer entered your order wrong, you should reorder a MY19, the dealer and/or MB should eat any additional cost, and I would pick another color interior and get the ALP. You will forever kick yourself if you accept the car that came in without the lighting package you wanted (and I assume, ordered). You can learn to love another color interior. Of course there’s the additional wait time, but in the end it will be worth it. Assuming you are not at lease end or some other time sensitive factor. Heck, pay several months add’l lease if you can.
There is NO WAY I would accept the car that came in. It is NOT really “your” car. This was my first Mercedes too, and I got EXACTLY what I wanted since I was spending way over $50,000!
Hopefully others with the ALP will chime in about how they feel about it. I will say, I know there are those who would not consider paying the extra $$$ for the ALP and may be happy with just the LED’s. Everybody’s different and sometimes money is the deciding factor.
Good luck. Let’s us know what you decide to do.
MBWorld Fanatic!
Joined: Feb 2016
Posts: 1,577
Likes: 264
From: Portland, OR
C450, GLC43
Then it's on them.
Proposed solution:
1. Have the dealer search for a similar vehicle that meets or exceeds the options you requested. You may not get your 1st choice interior color but there are plenty of "loaded" GLC300s out there that will have ILS. Provide the dealership with a list of preferred combos instead of locking them into an exact match for your original custom order. There are hundreds of GLC300s in dealer inventory right now. They should be able to find quite a few that are very close to your original spec.
2. Insist that your dealer provide a better discount over what was initially offered. The improved discount will allow you to "buy up" additional options as necessary and get a better net price on the deal.
3. The goal here is to have your dealer procure an even better vehicle than your original order while meeting or beating the original price.
Be patient, reasonable and firm with them. I expect they will accommodate you.
Senior Member
Joined: Mar 2017
Posts: 417
Likes: 48
From: Virginia
'17 BMW X3, '18 GLC300 4Matic
Then it's on them.
Proposed solution:
1. Have the dealer search for a similar vehicle that meets or exceeds the options you requested. You may not get your 1st choice interior color but there are plenty of "loaded" GLC300s out there that will have ILS. Provide the dealership with a list of preferred combos instead of locking them into an exact match for your original custom order. There are hundreds of GLC300s in dealer inventory right now. They should be able to find quite a few that are very close to your original spec.
2. Insist that your dealer provide a better discount over what was initially offered. The improved discount will allow you to "buy up" additional options as necessary and get a better net price on the deal.
3. The goal here is to have your dealer procure an even better vehicle than your original order while meeting or beating the original price.
Be patient, reasonable and firm with them. I expect they will accommodate you.
Proposed solution:
1. Have the dealer search for a similar vehicle that meets or exceeds the options you requested. You may not get your 1st choice interior color but there are plenty of "loaded" GLC300s out there that will have ILS. Provide the dealership with a list of preferred combos instead of locking them into an exact match for your original custom order. There are hundreds of GLC300s in dealer inventory right now. They should be able to find quite a few that are very close to your original spec.
2. Insist that your dealer provide a better discount over what was initially offered. The improved discount will allow you to "buy up" additional options as necessary and get a better net price on the deal.
3. The goal here is to have your dealer procure an even better vehicle than your original order while meeting or beating the original price.
Be patient, reasonable and firm with them. I expect they will accommodate you.
If no paperwork, I think your only option will be to find something acceptable option wise and agree on a price with your dealer. Like I said originally, I wouldn’t settle for one without the Advanced Lighting Pkg. if that’s what you want.
Thread Starter
Newbie
Joined: Jun 2018
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2001 BMW 325i and GLC 300 4MATIC
Of course I have the list of options and prices that I agreed to, but the dealer never confirmed actual options when they entered the wrong order in the system. So, yes... in my case they are stupid... unfortunately. Will be discussing my options next week. Hopefully they'll work with me.
Would something like this constitute a breach of contract since we did have a signed purchase agreement for a specific car and the dealer didn't deliver?
Would something like this constitute a breach of contract since we did have a signed purchase agreement for a specific car and the dealer didn't deliver?
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Member
Joined: Feb 2017
Posts: 196
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From: Oregon, USA
BMW X3, Mercedes GLC300 (EDP)
Not all dealers require signed paper work up front (whether customer should is another matter). I started negotiating an EDP order via email in Dec. 2016, we agreed on a price and the car was ordered mid January 2017, all done via email with no signed documents. I never met the sales man until I had to pay for the car 30 days before the May 5th delivery date.
If the dealer is not disputing that they ordered the wrong configuration, then I agree with the recommendations of the Mr J and Vaboy. Give the dealer the option of making up for their mistake, but be firm as recommended.
I also agree with everything said about the ILS.
If the dealer is not disputing that they ordered the wrong configuration, then I agree with the recommendations of the Mr J and Vaboy. Give the dealer the option of making up for their mistake, but be firm as recommended.
I also agree with everything said about the ILS.
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Member
Joined: Feb 2018
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GLC
Of course I have the list of options and prices that I agreed to, but the dealer never confirmed actual options when they entered the wrong order in the system. So, yes... in my case they are stupid... unfortunately. Will be discussing my options next week. Hopefully they'll work with me.
Would something like this constitute a breach of contract since we did have a signed purchase agreement for a specific car and the dealer didn't deliver?
Would something like this constitute a breach of contract since we did have a signed purchase agreement for a specific car and the dealer didn't deliver?
MBWorld Fanatic!
Joined: Dec 2016
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From: Dorset, UK
GLC 450
Senior Member
Joined: Apr 2017
Posts: 259
Likes: 44
From: Denver, Colorado
2018 GLC300 4matic SUV
For anyone ordering a car (any car from any manufacturer) this is a good thread to know about. I've always received a copy of the completed order without asking for one. I've ordered new cars since the late 1990s including from Ford, BMW, Subaru, Audi, and Mercedes, and always they gave me a printout and had me initial that it was correct. In this case there was an unfortunate convergence of two problems: The dealer didn't provide the proper confirmation, and the buyer didn't realize it was so important to get one.
Sometimes things just happen. One of our Audis arrived at the dealer with summer tires despite our having ordered all season tires. The dealer did everything right but the factory screwed up.
If I were in this situation, I would do as others have said and tell them I want a 2019 at the same price and learn to live without the brown interior.
Sometimes things just happen. One of our Audis arrived at the dealer with summer tires despite our having ordered all season tires. The dealer did everything right but the factory screwed up.
If I were in this situation, I would do as others have said and tell them I want a 2019 at the same price and learn to live without the brown interior.
Member
Joined: Feb 2018
Posts: 197
Likes: 24
GLC
For anyone ordering a car (any car from any manufacturer) this is a good thread to know about. I've always received a copy of the completed order without asking for one. I've ordered new cars since the late 1990s including from Ford, BMW, Subaru, Audi, and Mercedes, and always they gave me a printout and had me initial that it was correct. In this case there was an unfortunate convergence of two problems: The dealer didn't provide the proper confirmation, and the buyer didn't realize it was so important to get one.
Sometimes things just happen. One of our Audis arrived at the dealer with summer tires despite our having ordered all season tires. The dealer did everything right but the factory screwed up.
If I were in this situation, I would do as others have said and tell them I want a 2019 at the same price and learn to live without the brown interior.
Sometimes things just happen. One of our Audis arrived at the dealer with summer tires despite our having ordered all season tires. The dealer did everything right but the factory screwed up.
If I were in this situation, I would do as others have said and tell them I want a 2019 at the same price and learn to live without the brown interior.
Senior Member
Joined: Apr 2017
Posts: 259
Likes: 44
From: Denver, Colorado
2018 GLC300 4matic SUV
Incorrect. The OP was not given a copy of the completed order. He was given a summary sheet and the dealer placed the order AFTER that. I've ordered at least a dozen new cars and in every instance, from the cheapest to the most expensive, they entered the order while I was present and I was always given a copy of the completed order including the factory order number and confirmation that it had been accepted. Sadly, this dealer did not do that and, as I said before, the buyer did not realize the importance of it. It's unfortunate. Hopefully other buyers will read this and it won't happen to someone else.
Senior Member
Joined: Mar 2017
Posts: 417
Likes: 48
From: Virginia
'17 BMW X3, '18 GLC300 4Matic
If the OP decides to go with a MY19, he should really post back here and take a crash course in reading and understanding a MY19 Dealer Order Guide (DOG). All options, colors and packages are reduced to numbers and it is very easy to determine if your order is indeed what you want. After you have that nailed down, you simply need to get a copy of the order as entered in Netstar. That is not a secret system and your dealer should be willing and able to provide you with the details of your order.
Now the bad news......just because it’s entered correctly in Netstar doesn’t guarantee it will be built correctly. When I asked my dealer about my order after it was placed, he mentioned in passing that he got a special order car in the previous week and they “forgot” to put Nav in it. No kidding!
oops! mtberman and I had the same idea.
Last edited by Vaboy; Jun 25, 2018 at 05:19 PM.
Member
Joined: Feb 2018
Posts: 197
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GLC
In that case I don't think OP has much of a case here. Dealer.can simply say the document OP received was during negotiating stage. He becomes he said she said. I find it puzzling that dealer completed the order without the buyers signature or verified consent. Such incompetence.
The stealer can sell this GLC easily considering it has Espresso Brown and LED headlights.
The stealer can sell this GLC easily considering it has Espresso Brown and LED headlights.
MBWorld Fanatic!
Joined: Feb 2016
Posts: 1,577
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From: Portland, OR
C450, GLC43
Wow, too much focus on blame and too little on successful negotiation.
Michaelm,
Ignore the noise in this thread. A good tactic for you is approaching your dealer with the "problem" that you he are going to work through together. Frame each discussion as a collaboration towards the best solution, you get the car you want and dealer gets a sale and a happy customer. The trick is being firm and persistent but never adversarial.
Michaelm,
Ignore the noise in this thread. A good tactic for you is approaching your dealer with the "problem" that you he are going to work through together. Frame each discussion as a collaboration towards the best solution, you get the car you want and dealer gets a sale and a happy customer. The trick is being firm and persistent but never adversarial.
MBWorld God!
Joined: Jul 2010
Posts: 31,277
Likes: 3,916
From: on my way
2012 CLS63
If you did not get the car you configured........then do not accept the car at delivery and insist on them making it the way you originally wanted. What is the issue here??
Be assertive, not agrressive.
Be assertive, not agrressive.
Senior Member
Joined: Mar 2017
Posts: 417
Likes: 48
From: Virginia
'17 BMW X3, '18 GLC300 4Matic
Wow, too much focus on blame and too little on successful negotiation.
Michaelm,
Ignore the noise in this thread. A good tactic for you is approaching your dealer with the "problem" that you he are going to work through together. Frame each discussion as a collaboration towards the best solution, you get the car you want and dealer gets a sale and a happy customer. The trick is being firm and persistent but never adversarial.
Michaelm,
Ignore the noise in this thread. A good tactic for you is approaching your dealer with the "problem" that you he are going to work through together. Frame each discussion as a collaboration towards the best solution, you get the car you want and dealer gets a sale and a happy customer. The trick is being firm and persistent but never adversarial.
Member
Joined: Sep 2016
Posts: 140
Likes: 16
From: King George County, VA USA
2017 GLC 300 4matic, 2021 BMW R1200GS
A point here is that the OP does not have unlimited leverage with the dealer to get the desired car. Yes, dealer made a mistake but I doubt there is a contractural requirement to provide the car that was originally desired by the OP. The dealer can simply sell the delivered 2018 model to another buy and say “sorry” to the OP. A reasonable dealer will not turn away a sale and should work with the OP to get the desired, but the dealer is not forced to do so.
as others said, be reasonable and polite.
Adaptive LED headlights are significantly more important than interior color IMO. They are a favorite feature of our car.
as others said, be reasonable and polite.
Adaptive LED headlights are significantly more important than interior color IMO. They are a favorite feature of our car.
MBWorld Fanatic!
Joined: Aug 2004
Posts: 3,447
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From: Tampa, FL
2019 E450 4Matic & 2018 E400 4Matic
Yes, for anyone ordering a custom MB, make sure you get a printout from Netstar. We have a 2019 C300 Cabriolet on order. I had the dealer order guide in advance, so I emailed a list of every option we wanted, by actual option package number. I was told the car was ordered and I asked for the Netstar printout. It wasn’t what I had specified. And in just 2 days the order was locked in the system, so they had to order another car with the options we selected. I have the Netstar printout confirming so. Had I not gotten the order from the system, I’d have waited for the car to arrive to learn then they didn’t order what we asked for.
Senior Member
Joined: Mar 2017
Posts: 417
Likes: 48
From: Virginia
'17 BMW X3, '18 GLC300 4Matic
So michaelm, please let us know how the resolution of your problem is going. I’m sure members who have posted responses are generally interested in how it gets resolved to your satisfaction.
Thread Starter
Newbie
Joined: Jun 2018
Posts: 12
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2001 BMW 325i and GLC 300 4MATIC
I will. Can't post anything yet, but as soon as it's resolved, will definitely post all the details.
