The consumer’s issue:
“My car skips when turning at low speeds and this has caused my tyres to wear. I believe this is a manufacturing defect, as this has only happened after 7,000 miles on the clock. However, the business has rejected my claim – they stated that this is a characteristic and does not cause abnormal wear to the tyres, and that I should purchase winter tyres for the car. I am therefore looking for the business to repair my vehicle under warranty.”
The accredited business’ response:
- The tyre skipping has been investigated by our specialists, as well as by our independent inspectors, all of whom maintain that the vehicle is safe to drive and is a characteristic of the car.
- As a vehicle manufacturer, we have seen no abnormal tyre wear being caused by the skipping sensation.
- The consumer’s issue is more pronounced during the winter months, and the owner’s manual does recommend the installation of winter tyres for driving in temperatures below +7°C.
- The customer was advised to purchase winter tyres at their own cost, which may reduce the skipping sensation.
- Tyres are also a wear and tear item and are not covered under our warranty agreement.
The adjudication outcome:
- The Motor Ombudsman adjudicator highlighted the fact that, for the repair to be covered under warranty, the fault has to be caused by a manufacturing defect.
- Both parties were in agreement that the tyres skipped under certain conditions.
- The adjudicator accepted that it may be the case that the vehicle simply required a change to winter tyres, and noted that no technical evidence was provided to show a manufacturing defect existed and was causing the issues faced by the consumer.
- The adjudicator invited the customer to provide technical evidence demonstrating the existence of a manufacturing defect, but did not upheld the complaint in their favour in the meantime.
- The accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator and the consumer did not provide any additional evidence to challenge the decision.