The consumer’s issue:
“My 67-plate hatchback was due a service at 60,000 miles. I booked it in well before this interval, but due to the COVID-19 pandemic, I had to shield. By the time I went to the garage, the mileage was at 60,208 miles.
The vehicle was only just out of warranty, and the LED headlight failed after only two and a half years before the policy ended. I do not feel the part should have stopped working so soon. It is also extremely expensive to replace (£932), and you can’t buy it anymore due to it being superseded.
As a gesture of goodwill, the manufacturer has offered to cover just 70% of the cost of having a new headlight fitted, but I am looking for the whole bill to be paid under the terms of the warranty.”
The accredited business’ response:
- The consumer contacted us in September 2020 to advise that one of the vehicle’s LED headlights had failed.
- The customer originally took the car to an independent garage for an investigation, as he advised he didn’t think it would cost much to repair.
- However, it was then brought to one of our approved retailers when the customer was given a quote to rectify the headlight.
- We spoke with the retailer, and they confirmed this was a non-manufacturing defect, meaning the cost of repair could be covered under the terms of the warranty.
- The customer was also informed that a replacement headlamp would not guarantee any change in the appearance of the light.
- Our retailer confirmed that, if the customer wished to get the light replaced, there would be an offer of 70% goodwill on the parts for the repair, but this was declined by the vehicle owner.
- However, it must be noted there was no fault with the light, and there is no guarantee there will be any variation in the colour of it, as it is just painted slightly differently.
The adjudication outcome:
- The adjudicator found that, although photos had been provided showing a difference in colour, there was no technical evidence to demonstrate that a fault had occurred with the LED headlight.
- The adjudicator also did not find any documentation to support the fact that the issue was the result of a manufacturing defect.
- As a result, the vehicle manufacturer was not obliged to cover the cost of the repair under the terms of their warranty.
- There had been no breach of the New Car Code, and the adjudicator did not uphold the consumer’s complaint, but they recommended to the customer that they accept the generous goodwill offer from the manufacturer, as it went beyond the obligation of the business.
Conclusion:
- The business accepted the adjudication outcome, while the consumer did not provide any further response or acceptance of the decision.
- The case was then closed following no further correspondence.
