The consumer’s issue:
“I purchased my vehicle in 2017, and the manufacturer recommends a map update every two years. I have not been provided with a map update for over two years, and the vehicle is now just under three years old. In 2019, I was offered a complimentary one-year subscription, but neither the subscription nor the update were made available for my vehicle. I would like a guarantee that future map updates will be made available for a reasonable period of time at the agreed bi-annual intervals. Alternatively, I would accept an upgrade to a system that will be regularly updated.”
The accredited business’ response:
- We are happy to help by adding map updates to the consumer’s car.
- As far as we can see, the customer has access to the latest maps that we offer.
- If maps do require an update, the consumer can visit their local dealership, or we can send a USB to them so that they can download the update to their vehicle.
- In light of the issues that the customer has experienced, we would be willing to cover the cost of the next two year’s map updates as a gesture of goodwill.
The adjudication outcome:
- The Motor Ombudsman adjudicator recognised that this was not an issue of a manufacturing defect under the warranty, but a technological problem which can be tricky to resolve.
- It was acknowledged that the consumer’s contention was to do with the subscription not being activated.
- The adjudicator recommended that the business provided the consumer with the latest map update and a cheque for £60 as a gesture of goodwill.
Conclusion:
- The accredited business and the consumer accepted the recommendation made by The Motor Ombudsman adjudicator and the case was closed. The consumer received the required update and a cheque for £60.
