The consumer’s issue:
“I have been having issues with my satellite navigation system since buying the car. My map subscription had either not been activated or had been cancelled by the manufacturer. This has been an ongoing issue since January 2018, and I am therefore looking for the problem to be resolved as soon as possible.”
The accredited business’ response:
- We are happy to help the customer by adding map updates to their car’s satellite navigation system, but our checks show that they have the latest map that we offer.
- If the map requires a newer version, the customer will need to go to a local network dealer to get this, or we can send a USB stick to allow the customer to download the latest updates to their vehicle themselves.
The adjudication outcome:
- The Motor Ombudsman adjudicator noted that issues surrounding technology can be complicated, and it was a not a case of a defect being present.
- The adjudicator therefore made a recommendation to the business to provide the latest map update and a £60 gesture of goodwill in light of the consumer’s experience.
Conclusion:
- The vehicle manufacturer and consumer accepted the outcome as recommended by The Motor Ombudsman adjudicator, and the case was closed.
