The consumer’s issue:
“I noticed that a crack had developed in the bottom corner of the windscreen of my two-year-old car. I therefore took my vehicle to a franchise for inspection, expecting the damage to be covered by my new car warranty. The business took photographs of the crack and provided these to the manufacturer, and I was told that my claim to get it repaired under warranty had been declined, as they felt that, if it was a manufacturing defect, it would have become apparent sooner.
The accredited business’ response:
- We do not believe the crack in the windscreen has been caused by a manufacturing defect, and feel that any issue with the manufacture or fitting of the windscreen would have been apparent within the first two years of ownership.
- As a result, the cost of repairing the windscreen will be the responsibility of the owner.
The adjudication outcome:
- In support of their complaint, the consumer provided a copy of a report she had obtained from a windscreen replacement franchise to The Motor Ombudsman.
- The document said that, when the windscreen was removed for replacement, it was found that the crack had been caused by a small piece of debris that had become embedded in the windscreen sealant. Photographs were also provided to verify these findings.
- After considering the available evidence, the adjudicator felt that it was more likely than not that the crack in the windscreen had been caused by a manufacturing defect.
- As the defect had arisen during the term of the new car warranty, the adjudicator decided that the business should accept responsibility for the cost of replacing the windscreen, and therefore upheld the consumer’s claim.
Conclusion:
- The business agreed to cover the cost of replacing the windscreen, and the case was closed.
