The consumer’s issue:
“My car broke down, and the Service Manager at the dealership told me that this is because the undertray is missing a screw and the airflow has now damaged the undertray. I want this to be put right by the manufacturer under my warranty policy.”
The accredited business’ response:
- An authorised repairer has seen this vehicle before we could decide on the warranty claim.
- The authorised repairer confirmed that the undertray had come loose as a plastic clip had snapped off which would have resulted in a noise.
- The issue has been caused by the snowy conditions, and it is extremely likely that the accumulation of snow has caused damage to the undertray.
- This is not unusual if undue pressure is placed on the undertray when a stationary car is then attempting to move over a build-up of snow.
- The customer’s warranty claim has therefore been denied, but a goodwill gesture was nevertheless offered to the customer to cover a proportion of the cost of repair.
The adjudication outcome:
- The adjudicator advised the consumer that the vehicle manufacturer is only bound to repair any manufacturing defects under warranty.
- As a gesture of goodwill was offered by the business and accepted by the customer, there was no need for further consideration of the case.
- Both parties accepted the outcome and the case was closed.
