The consumer’s issue:
“In November 2017, I purchased a brand-new saloon from a reputable dealership. However, after three years of ownership, and despite having driven only 7,000 miles, the battery started giving me problems.
I reported the battery issue to the manufacturer, and the car was inspected by a dealership, but they declined my new car warranty claim, as I hadn’t driven more than 5,000 miles a year.
As a resolution, I am looking for the battery (costing around £200) to be replaced for free under the terms of my new car warranty, as it was still at valid at the time of the fault occurring.”
The accredited business’ response:
- We were contacted by the consumer who complained about their vehicle’s battery.
- After being notified by the customer about the issue, we booked the vehicle in for an inspection of the component at one of our approved retailers.
- The investigation revealed that the battery was not being properly maintained in accordance with our recommendations whilst the vehicle was not being used.
- After the investigation was completed, we informed the consumer of our findings, and that their warranty claim to replace the battery had been declined.
The adjudication outcome:
- The Motor Ombudsman adjudicator was not provided with any evidence or any other indication that the fault with the battery was the result of poor workmanship or materials used during the manufacturing process.
- Since the manufacturer only covered the costs of repair or the replacement of a part due to a manufacturing defect, they were not contractually obliged to cover the consumer’s bill for a new battery.
- The adjudicator concluded that there had not been a breach of the New Car Code, and was unable to uphold the complaint in the consumer’s favour.
Conclusion:
- The consumer did not respond to the outcome within the necessary timeframe, but the business acknowledged receipt of the decision.
- As a result, the case was closed.
