The consumer’s issue:
“Since having my MPV MOT’d and serviced, a message saying “Child Lock Malfunction Service Required” comes up on the dash. I booked the car in to be looked at, but each time I go to the garage, I have to pay the £50 excess as part of my extended warranty policy that I purchased when I got my 11-plate car in 2014. However, the technicians found no warning on the dash when they looked at it.
As nothing could be done, I collected the car, and two months later, I booked it back in again as the message had returned. The technicians could not see it, but they advised that, as I had an aftermarket battery fitted, and it was non-OEM wiring, this could have been the cause. The next time I brought the vehicle to the business, they changed the rear door lock (costing over £200), but luckily I was only charged the £50 fee.
The warning then came back on two further occasions, and before the appointment the second time, the manager called me to say that, unless I paid £85 upfront, they would not look at the car. I just want this issue to be fixed once and for all.”
The accredited business’ response:
- In light of the consumer’s issues, and as a gesture of goodwill, we will be prepared to carry out a further inspection on the vehicle and not charge for the diagnostics in order to resolve this matter.
The adjudication outcome:
- The Motor Ombudsman adjudicator stated that, in many service and repair cases, consumers are asked to provide evidence to show that a business has failed to exercise reasonable skill and care when conducting work on a customer’s car.
- However, when looking at the information provided, the issue appears to be, whether or not there was a child lock malfunction.
- Each time the consumer had gone into the garage, technicians investigated the vehicle, but no fault was apparent on the dashboard.
- The adjudicator noted that the business attempted to remedy the problem, but the same issue would reappear weeks later.
- He understood the consumer’s frustration with the business, considering each visit was subject to a £50 excess charge.
- Nevertheless, none of the evidence suggested a child lock malfunction, and with no independent technical evidence validating the consumer’s concerns, The Motor Ombudsman could not uphold the case in their favour.
- The adjudicator recommended that the customer took a picture or video of the child lock malfunction to demonstrate the reoccurring problem or to instruct a technically qualified individual to inspect the vehicle.
Conclusion:
- No further action has been taken since the adjudication outcome, and the case is now closed.
