The consumer’s issue:
“I took my car to the business for a service, but within a year, it broke down due to a faulty gearbox and a chipped gear. The garage and handbook however, didn’t make it clear how much further I could drive beyond the recommended mileage for the gearbox oil change. I am therefore looking for the garage to cover the cost of the repair of my gearbox totaling £3,600.”
The accredited business’ response:
- We carried out a full service on the vehicle, and the mileage was recorded at just over 31,000.
- We informed the customer that the manufacturer recommends the gearbox oil being changed at 38,000 miles.
- The consumer confirmed that they had a copy of the handbook which details when the gearbox oil requires replacement.
- When the transmission fault occurred, the mileage of the vehicle was recorded at over 41,500.
- We are therefore not responsible for the fault, as the gearbox oil had not been changed by the consumer during the recommended period.
The adjudication outcome:
- The Motor Ombudsman noted that, when the full service was carried out, the consumer was made aware that the oil needed to be changed at the mileage recommended by the vehicle manufacturer.
- The handbook also confirmed the details of the gearbox oil change interval had the consumer forgotten what the garage had told them.
- However, the car had been driven over 3,500 miles beyond the recommend amount, and the evidence provided did not demonstrate that the business had done anything wrong with the work that it had carried out.
- The adjudicator therefore decided that there was no evidence of wrongdoing by the business. As a result, the consumer’s claim was not upheld in their favour.
Conclusion:
- The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator, and the case was closed.
