Faulty GPS button

The consumer’s issue:

“I took my vehicle to the dealership to have work carried out under a recall for the airbag. A day or two later, I noticed that there were two screws on my dashboard. I called the dealership to enquire where these were from and they explained that they must be old screws which were no longer needed – I accepted this as an explanation. A week later, I went to use my GPS and one of the buttons wouldn’t work on the console. We booked the vehicle in again to have the dealership look at the issue believing it to be related to the work which they carried out as we had never had a problem with it before. The centre console is just above the area where the airbag was replaced so it had to be related. When I went back to the dealership I was told it would cost £400 to fix the button and they were not accepting there was an issue with their work.”

The accredited business’ response:

  • We carried out the recall work on the vehicle for the airbag control unit which is located just under the centre console.
  • Following the work, the consumer complained that the audio on the console was not working, so we asked for the vehicle to be brought back to us to check this.
  • We found the audio to be partially working and explained to the customer that this was an internal fault with the console, and was not related to the recall work.

The adjudication outcome:

  • It was deemed by The Motor Ombudsman adjudicator there was not enough evidence to demonstrate that there had been a breach of the Service and Repair Code of Practice as there was no information provided to demonstrate that the fault was the result of the work which was carried out on the airbag control unit.
  • The customer’s complaint was therefore not upheld.


  • The consumer accepted the adjudication outcome, and the case was closed.