Jay21

Hi Alison, I wanted to let you know that my radio arrived at the dealer on Monday, and they were able to “replace” it today. Oddly enough, it looks exactly like the same radio. The screen still has the same fingerprints from this morning. Honestly, I don’t believe they actually replaced it; when a screen is changed, you usually get a protective cover on it, which I didn't receive. In my opinion, they just disconnected and reconnected it. Since the third-party warranty is covering this, I didn’t feel it was worth questioning further. Maybe when you take your car, you could ask for the old unit back? Or make a tiny mark on one of the buttons…

I’ll also have to wait 7 to 10 days. The dealer said it usually takes a while for the radios to be delivered. Once the radio arrives, they’ll call me again. I’ve spent quite some time reviewing everything to find a way to hold Vauxhall accountable for the error they caused us.

Hi Alison, I recently found out that an extended warranty may cover radio replacement. I'm not sure if you're already aware, but if you don't have a warranty, you can also contact The Motor Ombudsman—they may be able to help you dispute any charges with Vauxhall. It’s still worth reaching out to Vauxhall directly one more time. When you do, consider referencing the points below to support your claim and show that you're informed about your rights under the Consumer Rights Act 2015. Be clear about what you're seeking—whether it's a repair, replacement, or compensation for any damage caused. 1. Satisfactory Quality (Section 9): Goods and services provided must be of satisfactory quality. If the file provided led to a malfunction of your radio, you can argue that the service (the file and instructions) was not of satisfactory quality, as it did not meet the expectations of causing no damage. 2. Fit for Purpose (Section 10): The service must be fit for a particular purpose. If you informed Vauxhall about your intended use (to upgrade or fix your car radio) and the file they provided caused issues instead, you can assert that it was not fit for purpose. 3. Misrepresentation (Section 2): If you feel that Vauxhall misled you about the file, you can argue that they failed to provide accurate information. Misrepresentation could be particularly relevant if they claimed the file was safe or effective for your radio. 4. Repair or Replacement (Section 23): If a product or service fails to meet the consumer rights standards, consumers have the right to request a repair or replacement. You can request that Vauxhall either fix the radio or provide a proper solution since the problem arose from their file and service. 5. Duty to Provide Information (Section 75): If Vauxhall failed to provide sufficient information regarding the risks or proper use of the file, you can argue that they did not fulfill their duty to inform you, leading to the current issue. I'm sorry about the long message, but is not right we pay for something that isn't our fault.

Hi Alison, After returning from the dealership, I reached out to Vauxhall customer service as the dealer had advised. They informed me that they would contact the dealer and get back to me. After waiting a week, they called to relay the same information I had already received from the dealer: the radio needs to be replaced. I expressed my dissatisfaction, emphasizing that Vauxhall should cover the replacement costs since the radio malfunctioned as a result of the updates they recommended. Customer service then closed my case but said they would forward my concern to the credit department (this occurred last Friday, April 4th). Today, I received a call from customer service suggesting I bring in all the invoices from my previous car services to potentially receive a discount on the radio replacement. I responded, stating that I do not want a discount from the dealer; I want Vauxhall to take responsibility for the damage caused and pay for the radio replacement. I am still awaiting a response from them. Vauxhall is clearly unwilling to take responsibility for the damage they have caused us, which is unacceptable. A cost of £1400 or even £1100 is significant. Why is the only solution to completely replace the radio, instead of providing us with a different file to resolve the issue?

That could work, however when you take to dealer they will ask if you went elsewhere before go to them!

Last week week when I contacted customer service, they sent me a new file while mentioning FAT32. Unfortunately, this didn't work. I then purchased a new USB stick and downloaded everything again, but it still didn't work. Since I have a Mac, I wondered if that might be the problem, so I tried using my partner's Windows computer, but it still didn't work. After returning from the dealership, I called them to express my frustration, and they opened a complaint. They assured me that someone from Vauxhall would reach out to the dealer. However, the dealer claimed they couldn't resolve the issue, and I had already paid £120!

Hi Alison, I’m in Vauxhall at the moment and they can’t fix. I’ve been advised to conact customer service again. Alternatively I can replace radio and “might” work! Radio plus service would cost around £1000!

That is a good idea. I was able to book with them for next Wednesday 26.03, I will keep you updated.

Thank you for your response. I'm sorry to hear about the situation. I reached out to customer service via the online form, and they provided me with a direct link, but unfortunately, that didn’t work either. I even purchased a new USB stick and formatted it as instructed in their email. Additionally, I tried unplugging the battery, as suggested by some others user. It seems I may need to schedule an appointment with a dealer as well

Were you anle to fix this issue? I’mmhaving the same problem :(