What to say to the dealer when you find a defect at delivery
Finding a problem is only half the job - you also have to hold the line. Here are ready-to-use scripts, the excuses to reject, and what to accept.
When you spot a defect, be polite but firm, and get everything in writing. Below are scripts for the most common issues. The golden rule: "fix it now and document it," not "we'll sort it at first service."
Scratches or paint defects
Say: "I noticed scratches on this panel. This needs to be addressed before I can accept delivery. Please provide written acknowledgment."
Don't accept: "It'll be polished at first service" · "This is normal from transport" · "We'll touch it up." A touch-up is not a proper repair, and you're paying for new.
Do accept: written acknowledgment with photo, an immediate repair you can watch, panel replacement for deep scratches, or a documented discount.
Paint colour mismatch between panels
Fluid leaks or engine noise
Say: "This car should not have any leaks / unusual noises as a new vehicle. I won't accept delivery until a technician confirms this and gives me a written report."
Don't accept: "All new engines sound like that" · "It'll settle after break-in" · "It's just condensation" (AC condensation is water, not oil or coolant).
Tyre damage or old tyres
Sidewall damage or a bulge is never "cosmetic" - demand immediate replacement and watch the new tyre being fitted. For tyres older than a few months, ask for fresher stock.
VIN / number mismatch
The universal script
- State the issue plainly and what you want done
- Ask for written acknowledgment with a photo
- Insist the fix happens before delivery, not "later"
- If they refuse, escalate to the Service Manager or Dealer Principal
Car PDI generates these dealer scripts for every failed item automatically once you mark it in the app.
Get dealer scripts for your issues →
Frequently asked questions
What should I say if I find a scratch on my new car at delivery?
Say clearly that it must be addressed before you accept delivery, and ask for written acknowledgment with a photo. Don't accept "we'll polish it at first service" - a touch-up is not a proper repair on a car you're buying new.
What excuses should I never accept from a car dealer?
Reject lines like "it's normal from transport", "it'll settle after break-in", "we'll fix it later", and "it's just condensation" for an oil or coolant leak. Insist on a fix and documentation before delivery.
Should I reject a car with mismatched VIN numbers?
Yes. A VIN or engine-number mismatch across the car and documents is a legal red flag. Do not accept the car until it's fully verified and corrected, or ask for a different unit.