Failed firmware upgrade

[ALISON HARVEY]

Hi, yesterday I followed all the instructions from my Vauxhall app to update my soft ware and sat nav. It was the download for my VIN number. Now the screen is stuck as in the attached picture and pressing nothing has helped!  

[Jay21]

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

[ALISON HARVEY]

Not yet! Apparently needs a Vauxhall dealer. Can't get in till 11th April. It's absolutely naff! 

[ALISON HARVEY]

Mine now says software loading on demand. System has limited functionality. Stays on for about 40 minutes after doors locked and draining the battery

[Jay21]

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

[ALISON HARVEY]

It's absurd. I have notified Vauxhall that I will be seeking compensation if I need a new unit. I followed their instructions to the letter 

[Jay21]

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

[ALISON HARVEY]

Thanks  

[ALISON HARVEY]

I am just wondering . . When I put my VIN number in to Vauxhall it lists my car as a Crossland X. It is in fact an elite nav turbo which after some research this evening I've discovered has a different unit. 

I'm wondering if this is the issue and whether to contact Vauxhall and see if they can amend my VIN number for this version? 

 

[ALISON HARVEY]

I've just spoken to Vauxhall. They say it's the same download even though publicity for the Crossland elite nav turbo says it's different. Not helpful at all  

[Jay21]

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! 

[ALISON HARVEY]

I was afraid of that? Vauxhall have sent me a different download today, say it must be FAT32 usb but the download is to being to go on a FAT32 partitioned drive. You really couldn't make it up! Utterly useless 

[ALISON HARVEY]

If you ring Vauxhall customer service, ask to speak to connected services. Their not quite as hopeless as the ones that answer the phone! 

[ALISON HARVEY]

I've just tried the link just for the software update they sent me and it still says it's incompatible 

[Jay21]

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!

[ALISON HARVEY]

I'm debating getting something else fitted but not sure what functionality I'd lose 

[Jay21]

On 3/26/2025 at 8:31 PM, ALISON HARVEY said:

I'm debating getting something else fitted but not sure what functionality I'd lose 

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

[ALISON HARVEY]

Hi Jay. Any progress on your car? I'm due at Vauxhall on Friday and been quoted almost £1400 if they have to replace the unit 

[Jay21]

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?
 

[ALISON HARVEY]

Hi Jay. Any progress on your car? I'm due at Vauxhall on Friday and been quoted almost £1400 if they have to replace the unit 

[ALISON HARVEY]

Thanks Jay. I've just got to bite the bullet and get it replaced then hound Vauxhall. It's clearly a well known issue and they should take responsibility 

[Jay21]

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. 

 

[ALISON HARVEY]

Thanks Jay. I've just got to bite the bullet and get it replaced then hound Vauxhall. It's clearly a well known issue and they should take responsibility 

[ALISON HARVEY]

Thanks so much Jay. The Vauxhall service ran the diagnostics today and tried to update it themselves.£160 for the privilege and they didn't get the part in. They say it's goosed and needs replacing. Now got to wait till 28th April. You really couldn't make this up! Almost £1300 for replacement, labour and vat. I will go after Vauxhall. Worth paying £100 for solicitors letter if it makes them realise I'm serious. 

I really appreciate the information you've given me. 

[Jay21]

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.