A word of advice on these little bikes. only charge them when you are present , never when unattended and certainly nowhere near your cars. and never overnight. A mate who is a fireman goes out to 2 or 3 fires by these things every week. You can imagine how he describes these things pouring out of China ...

I believe this customer displayed a level of fairness and reasonableness. They were well aware of their purchase and sought assistance from you albeit a complaint. You effectively resolved their issue in a manner that they might not have been able to manage on their own or were unaware of how to do so. Your proficiency is praiseworthy in this regard. Your consistent interaction with knowledgeable individuals who value your business also contributes positively. All's well that ends well. I find the content quite enjoyable.

Shout out to your customer. It warms my heart that there are still people of honour, in this land.

If he had the car more than 3 months and it’s a 12 year old car then the customer should pay for the lock and install because it’s a wear and tear part . Good on you James for going the extra mile with customer service👏🏻👍

I am totally behind you on this one, as you went out of your way to resolve the problem. I have a car I bought 4 months ago with 6 months warranty, but this particular 2010 model is known for its chocolate door handles. If one of those broke, I would not bother either the dealer or the warranty company. Cheaper for me to import an OEM part from Japan in the correct paint code and ask my local garage, whom I have used for 17 years to replace the offending part.

Lovely and refreshing to hear of a decent and reasonable customer. I was praised by the dealer I dealt with in May, down in Exeter, when I purchased my 6 year Skoda Superb, telling him that I would be most disappointed if it didn't have ANY signs of wear and tear on it. He was shocked and laughed telling me he'd never come across a cussie like me. If you expect 'AS NEW', with everything parfect and 100% working order, go and buy new and stop having such high expectations and being arsey. You like others doing your job, are TRYING to make a living, and it's damned hard work and demanding. I know, as I work within the motor trade and see and hear what goes on every working day with the cussies that I serve. Many are just downright rude and unreasonable, banging the 'I know my rights' drum.

Having worked in consumer repairs all my life by far the most difficult part is when a customer looses fairh in the product that should not have failed in the first place, you fix it and then they return due to another fault, some customers you can work with, others are a nightmare, after 55 years of this i should have got the message by now😊

Had the same problem with my i30. Didn't realise there were two different parts, one with deadlock and one without. Obviously I got the wrong one first and none of spare parts places had the correct one. Easy enough to replace though. Especially when you have to do it twice. I put the broken part back on the first time. Always leave the broken part out of reach.

Personaly I think a warranty should cover fit for purpose and anything that would be an MOT failure. An unopenable door would be an MOT failure. But I agree that you should only replace with parts that reflect the age of the vehicle.

In my experience. Which is far more than I'd like. If they know what they're doing, it doesn't take 2.5 hours to get the door open

Good when buyer and seller are prepared to work together and resolve an issue amicably, as shown here. If only life was always like that.

Im amazed at your physcjc powers tbh!! You only seem to think of something and companies are e mailing you with freebies!! Chairs powrr pacs bikes, AMAZING

given your superb attitude and a dollop of common sense on their part that customer should have found out what was involved and then rung you to see if you would contribute towards the cost ....definitely wear and tear even if not spotted earlier!

A very nice resolution for the lock again. It's such a difficult position that used car salespeople are in. Because as a consumer, regardless of the age, if I buy a car with a warranty I would expect anything other than serviceable items to be covered. But what you've done is exactly what I'd expect, not a new part but an equivalent part that fixes the issue. Ultimately, while you may pay out a bit more than other dealers, I'm sure you make back from recommendations and then some.

James. You never cease to amaze with you’re customer service, if every dealer was so upfront and honest , the world would be a happier place👍👌😉🇮🇲

I love your approach to handling customer issues - I wish you were closer to me so I could buy from you! Most warranties I've had have clearly stated what was not covered, or the fault has shown up shortly after the warranty period ended ... I know it's boring, but can I suggest you look at the UK rules on Electrically Assisted Pedal Cycles - if the motor has a continuous power rating over 250W or the assistance is provided without the need to pedal, it is not legal to use on UK roads (or cycle paths) without treating it as a motorbike (which is hard as it is not likely to have type approval, so registering it for road use (e.g. getting a number plate) and getting insurance is likely to be hard! It is time the rules were updated, to be fair ... I think the 2017 ammendment to the 1983 regulations removed the old rule that a bike with up to 200W could have assistance without pedalling (and tandems / trikes could have 250W). The 1983 regs were also rather less prescriptive on how the power was defined. It is possible your ebike does actually meet the requirements (which are actually based on EU regs ...), so the 550W is a max power and its continuous power rating is 250W ... but you mentioned a cruise control / speed controller and didn't seem to pedal when setting off once ... so I suspect it isn't strictly legal (sorry to be a kill-joy, they do look fun). I think you also need to be 14+ to ride a EAPC on the road too

Fair play and really refreshing. Well done, you for being honest and upfront with the customer, and fair play to the customer for being happy with the manual lock.

I wish I knew this a few years ago. How many dealers shirk their legal responsibilities under the Sale of Goods Act? Mind you, if it was my car, I would not even think about claiming the cost off of the dealer.

In Germany its a 1 year warrenty on everything by law. The result is a 10 year old second hand car will cost 2x to 3x what it does in the UK

Warranties only cover major mechanical items not wear and tear on door locks

Great explanation of the cost to consumer that an all inclusive warranty would require.

I'm Impressed by the weight of the ebike, considering it has proper brakes, wide tyres and suspension. The 3 things I compromised on when buying my 14.5kg road ebike.

Spotted the DYU bike in the corner 😉 Best thing I was ever given. Good result in the end chop and how things should be done 👍👍👍👍

I always ask for a parts and labour warranty. Central locking repair claimed and fixed weeks after buying the car. Don't expect warranty to cover wear and tair on consumable items like break pads and tyres (wear)

Well done you regarding the broken lock. Very kind of you.

You shouldn't cover it at all ,as once your cover one lock ,he will expect you to cover the others if they fail

Tbh as long as engine and gearbox was covered id be happy

The car should be in good condition at the time of sale except for any faults pointed out to the buyer and put in writing on the sales invoice. After this people should actually own their own bloody car and not come back whingeing about parts failing on a 12 year old car. An insurance type warranty if given by the dealer will only cover certain items and this is all the customer should expect. From watching your videos I can see that you are a very straight person and you really go above and beyond for your customers. Well done on having the patience of a saint!

I now live in spain james , and i wish i could buy a car through you as i find you an honest fair guy

At the beginning of last year I bought a 16-y-o car from a mechanic who works for a major garage and who does up and sells second hand cars in his spare time. He sold it to me for slightly under the list price but changed the distribution belt, brakes and checked the parallelism of the front wheels and fitted 4 new tyres. He also gave me 4 spare wheels to be able to fit winter tyres. A few months later, during heavy rain, conditions caused the turbo to break. I took it back, paid for a new turbo and fitting - price totally correct. It's the best car I have ever owned and will pay whatever it takes to keep it running. I'd have no hesitation in recommending the guy to anyone who is looking for a car. When you buy a second hand car you have to accept that things can go wrong and make the best of it. If not, buy a new one.

wish I lived closer to you. Nice to see a genuine honest car dealer 👍 15:10 mi

I have and still do work unfortunately in the motor trade I'm a master tech for a main dealer and yes the joke main stealer etc etc but over 26 years in the trade its the only trade we're a customer does not take ownership of there property they drive it, abuse it etc etc but it's always the issue of the person they bought from, you but a house and the window leaks, the toilet does not flush you ring a plumber and pass on your cash happily you never ring up the estate agent and start going o at them..... the motor trade is the most abused by consumers ever period james I hope this sums up things and I feel your pain.....

Full warranty should like you've said add atleast a couple of thousand extra, so basically a 1000 pounds car plus full warranty 2000 comes to 3000,people want new dealership deals on cars that clearly only have a few years left before things just fail!

A warranty is a form of insurance policy on the car that provides for parts and labour (usually) to fix a problem encountered within the period of cover. Within that warranty there is the scope that is covered by the warranty that should be identified at the point of sale and not when a claim occurs especially, as the cost of the claim appeared to be excessive. I am also surprised that the cost of the parts appear to be quoted as retail prices and not the trade price that would have been appropriate. Whilst the principle of betterment is well established it can be more cost effective to fit a new part rather than incur costs chasing down a s/h part with the risks that entails. I can understand the garage's reticence in fitting a s/h part on two counts - 1) A door lock can be considered a safety critical item and fitting a s/h part makes the garage liable for the consequences if the part fails. 2) Fitting a potentially defective s/h part that may fail later will cause considerable aggravation as to whether the defect was there unnoticed at the point of supply or whether the garage caused the problem. Fitting new parts makes it completely unequivocal. I think the customer is being very pragmatic, if a little foolish in that one manual rear door lock and three operated with central locking devalues the car. What this highlights is the preponderance of mostly unnecessary gadgets in modern cars that may look good in the brochures when new but after a few years can cause disproportionate costs when they fail especially, when the mark ups on parts prices is factored in as well as the manufacturers supplying fully built assemblies instead of individual parts.

Exactly the right approach - I would have also offered the customer the option of the new (with contribution) or second hand when you had that information, it's a shame the garage didn't offer that option earlier, as it would have saved you a good chunk of time (and hence money!).

The key point is to thoroughly check everything before it goes out of the door.

Spot on James! I'm a small dealer like yourself and try do exactly the same, nice result and happy customer

I think you will find that the Bike is illegal for use on the road in the UK. 250 watts max and only to assist when pedalling. Maybe other regs too.

Though I am sure this bike is from a reputable company I would still take time to think where and when you charge and store it due to many issues with fires from some from battery's

This is the way it should be , but we all know that there are bad faith customers and dealers out there and all they do is waste each other’s time and money, a bit of honesty is all that is required . Big shout out to all honest dealers and fair minded customers

If you are now outside of the first 30 days, the seller has one opportunity only to repair or replace the faulty car. You will not be able to ask for rejection at this stage. This does not apply to cars purchased before 1 October 2015. The Sale of Goods Act allows the seller to either repair or replace the car within a reasonable period of time without causing significant inconvenience. If you are complaining about a fault within the first six months of purchase, it is presumed this fault was there at the time of purchase. The seller will need to prove that this fault was not there at point of sale. If you are complaining about a fault outside of the first six months, you will need to prove that fault was there at point of sale. If the seller is unable to repair the fault because the same fault persists or a new inherent fault has developed, or the replacement car has an inherent fault, then you can ask for your money back or a price reduction (partial refund) if you wish to keep the car. Remember, for rejection outside of the first 30 days, the seller is entitled to deduct the mileage you have added onto the car

Depends how much and the level of warranty offered. If it’s a gold spec warranty and it’s a non-perishable part I’d expect it to be covered. But it depends how long the warranty covers. If it’s out of warranty period then it’s out of warranty.

I was always trained to think.bad news never gets better with age.your spot on 😊

Great video as always James. A point about the bike you showed - it is not road legal in UK so buyers need to be careful. Maximum motor power allowed is 250 Watts, it is illegal to have a throttle control - at normal speeds control has to be by pedal assist only, and maximum speed under power is 15.5 mph. Any throttle control must be for walking pace only. Any bikes with a higher spec than that are for off road use only. I have an electric bike myself and it is in full compliance for public road use. As far as I am aware the rules are the same in the EU. In the US they have less restrictive rules. Following a number of recent accidents you can expect the rules to be enforced rather than as many hoped relaxed.

A lot of dealer warranties are brilliant until you make a claim then some dealers will try to drag it out by doing nothing until the warranty has expired. But James seems more than reasonable and some customers are unrealistic and even want a light bulb fitted under warranty. A dealer friend of mine had a customer drive 70 miles to have a cheep light bulb fitted under warranty.

I like the way you deal with people - always more than fair

An L322 Range Rover.... you are a MADMAN (I love them though!)

Thank you again James, I look forward to your video's. Result with the rear door-Well done!! Just shows honesty and integrity always pay off (Most of the time) Happy cycling in Devon but watch out for the lunatics driving on trade plates. With future warranty claims you will be quite entitled to say "On yer Bike" but qualify it by saying "Just like me". Quick joke for you. Couple have twin little boys, young Jimmy and Jonny They have both started to swear in front of their parents, so parents decide to stop this immediately, so next morning little Jimmy comes down and Dad asked him what he wanted for breakfast, Little Jimmy replied I will have a bowl of effing cornflakes, so dad whacks him and sends him flying, Little Jonny comes down and dad asked him the same question, Little Jonny replied I don't want any of those effing cornflakes. Stay lucky Alan B

Mot failure door not able to be opened.

If a car has a warranty then it should come with details of the warranty and what it covers so there is no dispute. Some garages blindly say the car has a warranty then refuse to fix things. The word "warranty" on its own doesnt mean anything. The classic example is a 10 year old car with a warranty but the car is so old parts are obsolete.

Had the exact same problem with my old 05 Scooby. Rear door lock would not work with the central locking. Tried replacing the mechanism with a new one and a used one. Weird issue, in the end disconnected the electronic part and just used the manual lock from inside the car.

Make sure if I ever buy a dealers car, that I come all the way to you and I won't test a thing. Bought a used car in Feb, from a garage, I've already replaced a window switch, intake pipes and changed the gearbox oil. I don't get people who think everythings covered.

thankyou James,,and as usual you really handled this warranty issue very well,👌👍

Used parts are acceptable on that age car IMHO next raffle for an E-bike ? that will fit nicely in a boot for the garage runs although don't leave it on charge unattended & the range will be less than the makers suggest Legally throttle makes it not a pedelec make sure the old bill see you pedalling when out on it Our bike is unlocked to 26 mph though so we have to be a bit subtle also

Be hounest mate is my advice it pays dividends, he will tell all his friends and family and they will also pass the news on.bad news travels even faster

A civil conversation over a pint normally sorts it, if it happened to me id get one from a scrappy and get it fitted and hopefully you would meet me half way 👍👍

Car dealer on latest Cars UK channel got one of these too and seems to love it for getting back from valeters etc

every dealer warranty i have had itemises what is actually covered by the warranty.

Betterment that’s a word that I haven’t heard for years yes you are right their is only so much that you can view when appraising a vehicle but their you go the joys of the motor trade

I would expect the main components of the car to be warranted I.e engine/ gearbox etc certainly not the brakes / tyres exhaust etc but at the point of sale I do expect the brakes / tyres & exhaust to be in serviceable condition though but them things are consumables they are meant to be replaced regularly throughout the cars life but the things that cost the most to repair like the engine should be warranted if the dealer and the warranty company are reputable but I would do a car vertical check on it and if I was in any doubt get a third party like the RAC OR THE AA to do a detailed check on it for about £50 worth every penny tbh but from chops garage I wouldn’t as I know he’s a reputable dealer who goes out his way to help people

How ridiculous, a door lock failure is annoying on a new(to the buyer) car, but on an older vehicle it's fair wear and tear, especially when it was fine at the point of sale. Just over 2 years ago I bought a 2011 Focus. After a few months, the bonnet release failed, a common fault on older fords. I would never have even considered contacting the dealer. I got it fixed, just wear and tear after all

I bought a demo jaguar XE with 4k the car was £26 and water pump broke all warranty by main dealer that’s why i paid £26k not a couple of grand.

I can’t believe this is in question… It’s a used car! A door lock failed after some time and expect a dealer to rectify it?! Honestly I’d stop selling cars to bunch of Karen’s and tell them to man up. Ok engine gearbox electronics etc then ok that’s a warranty issue but a debate over a door lock is ridiculous.

What great service,I wish other garages were like you,well done

For me, it all depends how long he’s had the car for, if he’s only had it a week, then I’d expect the dealer to fix it. But if he’s had it for 2-months plus, I’d expect help from the dealer, but would expect to have to pay most of the repair cost. If it’s out of warranty, I’d expect to have to fix the problem myself.

Most dealers in Ireland only give 3 months engine and gearbox warranty with older cars 😊

That electric bike is actually illegal for use on U.K. roads, as a) it has a 550W motor, b) it’s twist and go,. If you ride it anywhere except on private property you risk losing your driving license for illegally riding a non type approved motor vehicle without tax or insurance.

Under consumer law the door not opening would be covered by the warranty as it would fail an mot due to it being a saftey issue and dangerous. Which when you think about it is completly understandable,

That was sorted in a manner fair to both parties, customer sounds to be a decent bloke Buy a helmet and something Hi Vis for the bike

Sounds like an Awesome customer

Nice and like the moral around treating people honestly and fairly and it will be reflected back at you fair result all round!

It's times like these the Itals non central locking looks good.

If the car was sold with a warranty but this fault was not identified at the point of sale, then I would feel entitled to a warranty repair, since door locks are not a regular maintenance item. A used part would be an entirely reasonable way forward.

Can you call the warranty “power train warranty “ where it covers the running gear

What a lovely bike and another good video James 🚘🚙🚗⭐️⭐️⭐️⭐️👍👍👍👍👍👏👏👏👏👏

glade you sorted it out James a happy customer but im under the impression that if the car has done 3000 miles or more from the original sales invoice or gone past the 3 months they are not covered by the warranty, but glad you got it fixed for the customer great work James 😉😉

I did my mechanics apprenticeship 70 to 75, and have ever only bought cars that I can buy cash as I wont lease or use HP, so there usualy 8 to 12 years old, and I would never expect a warranty, luckly I always do my own work anyhow, have never used a garage except for MOT

Someone I know has just purchased a brand new car. What could go wrong. It was delivered then, well it would not start. So it was looked at and could not be fixed on the spot. So the car was taken back to the manufacturers, to investigate the problem. A courtesy car given in place. So if this is what can go wrong on a brand new car (under full warranty). Thankfully and rightfully, covered in all aspects of mechanical malfunctions. It is expected and accepted, that vehicles 10years plus something is going to go. In fact the car I have now had a door locking issue. It was the door sensor. I got a call that the car was fixed, so I collected it with no discussion (no one to be seen) The garage fixed it with a bit of foam! Hey it worked though😶

thats the cheapest add you will ever do he will tell everyone about what you have done .top man

I think it's to do with each sale and how the buyers talk and treat you, as you know being nice and polite gets you further than being rude and nasty. I would NEVER put a brand new door handle always use second hand so there the same age roughly to the rest of the other door handles I think that's fair depending on the price as if it's a lot of money for a second one should maybe chip in on the price.

Remember James that using just the twist grip to move that bike is illegal in the UK unless it is registered, insured and taxed. So you have to use pedal assist at all times except on private property. Mind you, it's one way of getting your weight down after eating all those biscuits! 🤣🤣🤣

Don’t forget Mr Chops!! In the case of both speed pedelecs and twist-and-go bikes, these machines are treated by UK law like petrol-powered mopeds. That means they must be taxed and insured, you must have a licence and you need to wear a motorcycle-style helmet to ride them.

Been waiting for an update chops all day ! Fair claims only I suppose it’s a real tricky one you handled it well…..I agree with the outcome.. like for like as a good will

I think the warranty I’d expect would depend on the price of the car. So that lock and the warranty on the car can you the dealer not claim the cost on that ? I think people have to be sensible as to what to expect. As you say depends on the price of the car. Think you were very generous and the customer also working together with you. Brilliant.

The rule is, if a workshop refuses to fit second hand parts then dont use them if you're car is older than about 6 years. There are many cases where aftermarket new parts plainly do not work properly and second hand is the fastest and best solution. Old cars need special care and require a higher skill level to maintain properly.

I think more people need to actually read their warrenty terms.. they are all quite clear what they do and not cover and at what age ranges

Love the electronic bike James. Good handling of the customer. Glen.

Any warranty needs to be defined just like any other contract. Want scope, price and time. Time is the worst. I find suppliers want to enter into a contract with the time being open ended.

Top man, honesty always pays

I'm staggered that anyone would claim for something as minor as a door lock on a 'banger' aged cheap car... What happened to going to the scrapyard, getting your own lock & fixing it yourself? Take some responsibility! It's not rocket science (I'm 55. Maybe those days have gone 🤷🏻‍♂️) Anyway, you're truly an angel - service above & beyond, that. Whatever some snowflakes may say.

I’d make warranties a customer option only be interesting to see the amount of people who paid for them. Manufactures warranties fair enough but third party products only serve as a false sense of security in my eyes all components have a life span if the customer did their homework before buying a car they’d understand this and have an educated forecast on what particular faults various cars are likely to suffer from.

Everyone who is saying don't do anything or don't pay is wrong, firstly you'll probably get a bad review, I had a fall out with a customer in 2010,not my fault at all, but the s**t is still on the Internet, 13 years later, it's cropped up a few times causing other deals to fall thru, never mind loads I don't know about, James has got top reviews, next with court being so cheap, only 100 quid to book on line it's not worth the risk, you'll never ever win as a car dealer and it'll cost you loads more, I've had recent experience of this, the way I'd have done it is get the car back in, do the job myself or your handy lad, fit a used lock but don't say its used just say all done mate, if the guy is decent he might even pay or help out, none opening doors are a problem, it's part of mot so could be considered dangerous, James 'rockford' did totally the right thing

Surly if 😮you put an insurance backed warranty on it at point of sale and the insurance refuse to pay why is it your responsibility?

Very very fair as usual James. Well done

Two identical cars at different sites which one do you go for ? . The dealer you feel most comfortable at . That's why a lot of the no sites dealers ( cazoo etc ) are struggling . I've walked away from sites within a few minutes of meeting the sales rep in some cases, therefore not even looking at the car.

Had a bmw z4, Central locking would lock but not open, rear brake lights would stay on for 40 mins, it was probably the footwell ecu, even after taking loads of stuff off I couldn't find it, killed selling it, people just want to click and go

Isn't the 'throttle' on the E bike for off road use only? I think to class as a bicycle on the road you have to be peddling and get electric assistance. Anyway, good fun and will help with the car drop offs😀

Appears that electric bike is not road legal

Maybe real clarification of what the warranty does NOT cover before a customer puts their cash down would save you money and aggravation

The problem with the car is irrelevant it is how the dealer handles the problem. Well done to all concerned.