The consumer’s issue:
“My complaint in very simple terms is that, since the purchase of my car, the radio has been faulty and hasn’t worked correctly. The first two times that the car went in, I was told a problem couldn’t be identified. The third time, after escalating my dispute, I received confirmation from the garage that it was a known fault, but that there was currently no resolution to fix it and no timescale for it to be put right.”
The accredited business’ response:
- The radio signal is delivered via a network of radio masts for AM/FM and DAB radio, and therefore, the signal strength will vary depending on a vehicle’s proximity to the mast.
- No faults were found on any occasion, and the vehicle performed correctly when compared with other vehicles with the same radio. The system was therefore reprogrammed as a precaution.
The adjudication outcome:
- The adjudicator did not uphold the customer’s complaint because the evidence did not demonstrate a mistake in the workmanship or parts used in the manufacturing process.
- The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator and the case was closed.