The consumer’s issue:
“We were told during a service that my car’s engine management software was updated. From that point onwards, my vehicle has been suffering from a reduction in mpg fuel efficiency of about 10 to 12%. The garage has been unable to reverse the software update, and we have therefore taken this up with the manufacturer who has explained that there is nothing that can be done in this situation. I am looking for a resolution and to be compensated for the excessive fuel I have had to purchase.”
The accredited business’ response:
- In response to this case, we have spoken to the retailer and to our technical team in order to gain a better understanding of the issue.
- There is no known problem that this software update causes a drop in MPG (miles per gallon). On some occasions, a software update can affect MPG, but this is usually only marginal and certainly not in the region of 10 to 12%.
- We routinely update our engines using software to ensure they are running correctly.
- It is worth nothing that the software update was carried out during the winter months, which is known to affect the MPG performance of a vehicle.
- Unfortunately, we are unable to reverse the software update.
The adjudication outcome:
- The Motor Ombudsman adjudicator did not uphold the consumer’s complaint due to the presentation of a lack of evidence.
- There is currently no information to show that the fuel consumption has increased by 10 to 12% as the consumer has suggested. If they are able to demonstrate this, the adjudicator will review their outcome.
- As the software update cannot be reversed, a recommendation cannot be made for this to be done, but alternative remedies will be looked at should the consumer provide supporting evidence.
Conclusion:
- The consumer did not appeal The Motor Ombudsman’s adjudication outcome and the case was closed.
