The consumer’s issue:
“Following the manufacturer’s directions on how to update the satellite navigation on my car has caused the system to develop a fault.
The business provided a final response explaining that UK-bought cars are required to attend the dealership for updates, and that those conducted by an owner can cause a fault. To resolve the issue, the manufacturer has offered to pay 50% towards the cost of replacing the SD card required. This has left me having to pay over £90 to fix a problem which was clearly caused by misleading information on their website and in the owner’s manual provided with the car when purchased. There was no information stating that cars bought in the UK are not able to be updated online, and it actually states in the manual to perform the update online through their global domain website.
To resolve my complaint, I am looking for the manufacturer to cover the full cost of replacement to repair my SD Card, which was in full working order prior to trying to update it. Due to this problem, my vehicle was in a dealership for almost two days, meaning I incurred travel expenses to get to and from the business, along with not having a vehicle for that period. I would also like the manufacturer to update their website and manual to make it clear to other owners that they should not attempt updates themselves.”
The accredited business’ response:
- The consumer contacted us in November 2019 about an issue with the SD card for the satellite navigation system after they carried out an update.
- We advised the consumer that they had used the wrong update, as the correct website for UK customers to perform updates is through the UK domain.
- We informed the customer that the specific map service update used is for European vehicle owners only, and does not apply to UK customers. Evidence was also provided of a notice on the website quoting this.
- As a gesture of goodwill, we offered the customer a 50% contribution towards the cost of a new SD Card, which the consumer declined.
The adjudication outcome:
- The Motor Ombudsman adjudicator reviewed the evidence provided by both sides, and concluded that there was a breach by the manufacturer of the Code of Practice for New Cars.
- The adjudicator found that the manufacturer’s manual did indeed direct customers to perform the map updates via their global domain website.
- The adjudicator also reviewed evidence that showed that the notice on the manufacturer’s website had not previously been there at the time the consumer was looking to do the update.
- There was sufficient evidence to believe that the information made available to the consumer had misled them into thinking they could carry out the update themselves.
- As a result, the adjudicator upheld the complaint and awarded the consumer the full cost of £186 to replace their SD Card.
- The adjudicator also recommended the manufacturer amended their website and vehicle manuals to reflect the correct satellite navigation update process for UK drivers.
Conclusion:
- Both parties agreed with the adjudication outcome, and the business agreed to replace the SD Card at their own cost as recommended by the adjudicator.
