Consumer rights explained: My brand-new car has faults, but I can't get through to the dealership
Q: I’ve spent years saving for a brand-new car and finally treated myself to a new 26-2 registered model, but when I got home I realised that the reversing camera doesn’t work properly. I’ve contacted the dealership several times, but they haven’t returned my calls yet. After spending so much money, I wasn’t expecting to discover a fault straight away. What are my rights?
Ted, Leitrim
Ted, most people reasonably expect a brand-new car to be fault-free, but problems like this are more common than you might think. The CCPC regularly receives calls from consumers who discover faults in new cars soon after buying them. The key thing is not to wait around. Take action now, as your rights are strongest in the first 30 days.
When you buy a car from a dealership, you're protected by the Consumer Rights Act 2022. The car must be of satisfactory quality, fit for purpose, durable and match its description. A reversing camera is an important safety feature and it should work properly, particularly if it was included as part of the car's advertised specification. If it’s faulty, it's the dealer's responsibility to put things right.
Don't rely on phone calls alone. Contact the dealership in writing today, outlining the fault, when you first noticed it and asking them to inspect the car as soon as possible. Keep copies of any emails, messages and notes of phone conversations, as these could be important if the issue isn't resolved.
In most cases, the dealer should be given the chance to repair the fault or, if appropriate, replace the car. But if the problem can't be fixed within a reasonable time, or the repair doesn't solve it, your rights go further. You could be entitled to a price reduction for a minor fault or, if the fault is serious, reject the car and claim a full refund.
The key thing is not to delay. If a serious fault appears within the first 30 days of buying or receiving the car, you have the right to reject it and get a full refund. That's why it's important to raise the issue with the dealer in writing as soon as possible.
If the dealership continues to ignore you or refuses to resolve the problem, you can find more information about your rights and the next steps for faulty goods on the CCPC website.
