Vauxhall Network Q Warranty

DeboraT

I'd like to hear from others who have had a terrible experience with a Vauxhall Network Q Warranty. The first surprise to me was that Vauxhall pass the warranty to a third-party claims group called TWG, who provide a really awful service. In our case, Vauxhall's own technicians identified a power steering failure on two separate inspections but TWG simply refuse to authorise repairs. Worse, they won't even engage in their own independent dispute resolution service. I gave a final 30 days' notice after almost a year of frustration and they didn't even respond. Vauxhall and Network Q wash their hands of responsibility once they've given you the keys. I think it's terribly misleading to promote a so-called premium brand like Network Q and then let someone else administer it like some shoddy back-street garage. Actually, I'd have had at least been able to talk to the owner of the back-street garage! Network Q and Vauxhall should come clean if they can't provide the premium service they charge for. And my advice to anyone would be to steer well clear of TWG (or the Total Washout Group, as my husband calls them).

saker75

I never had any problems with them in the past. They were very responsive and helpful.

DeboraT

You're very lucky! How many claims have you made and have they accepted them all? Our local Vauxhall dealers told me loads of Network Q claims are being rejected because they now go through TWG. It's the only claim I've ever made so I'm on 0% - that's all I can say. The Vauxhall technician was very nice and helpful but he said he couldn't do anything without TWG's approval. His report said the power steering had failed He was embarrassed when it was rejected. We had a second inspection which showed the same thing but this time TWG rejected it because it was time-barred - even though the problem was reported before expiry of the warranty!

Glover1862

I've never had an issue with them and twg have administered their warranties for a long time. I have a Astra which I extended for many years until this year it reached the 100k miles limit, kept renewing it for 7 years I think. In that time I've had expensive work like flywheel replaced, they even changed the clutch at 85k as the dealer said that it was the flywheel that damaged the clutch. What surprised me was that all 4 spring have been replaced under warranty which I was fully expecting to be charged for as I thought W/T item. Had a full cim module replaced for a steering wheel button not working.

Sorry but I've had execelent service from them, it's one of the reasons I never replaced the car, why change it when you could renew the warranty for £300 per year, it basically gave the same cover as a new car warranty in years 2 and 3.

Is there more to your case? I.e. Mileage limit or missed service, non dealer service history?

DeboraT

No, my claim is really straightforward. The car was in its original warranty, with full service history and had only done about 20,000 miles. The Vauxhall dealers said the power steering pump had failed and needed immediate replacement. I've never claimed for anything before and just assumed it would be sorted. The service manager even told me it was potentially dangerous and was clearly embarrassed that TWG wouldn't authorise it. The dispute has been going on for almost a year now and at one point TWG said they couldn't do the work because the warranty had expired while they were deciding whether they could do the work! TWG haven't even provided an explanation to the independent mediator (appointed as part of their dispute resolution service) when she asked for a full case review. In the end, I gave 30 days' notice and there was just silence. Maybe they have to hit a quota of rejections to keep their costs down - and I've just been unlucky. I'm not sure where to go now and I might just have to write off £1,000. I certainly won't use Vauxhall or Network Q again . There's no point paying extra for "peace of mind" if you don't get it. It has felt like I'm dealing with a bunch of cowboys, if I'm honest.

Le_Kirk

That's twice you've mentioned 30 days notice. But notice of what action? Have you followed through on your action?

Glover1862

Something not right here, they must have given a reason to reject the claim the first time when you were still under cover, what was that, they can't simply refuse to tell you.

If it's been a year why has this not been passed to the small claims court, what has the financial ombudsman said. As mentioned I've had several warranties and twg (Vauxhall) have been far the best. Sorry, if as you say the car was still under its original cover then further covered by network q and no other issues then they just can't refuse without a valid reason, there is more to this.

DeboraT

Thanks for your response. My claim was originally rejected under normal "wear and tear" but the Vauxhall report specifically referred to a mechanical failure of the power steering pump. Then on a second inspection that TWG asked for, it was rejected automatically because the Network Q warranty had by then expired. I assumed this was just a computer error but TWG wouldn't budge.

We used the company's dispute resolution service but TWG have not engaged with it. I gave 30 days' notice to try to force a response on Jan 2 - but still nothing. It doesn't feel like they've read my correspondence properly at any stage - and I've been polite, detailed and factual throughout. Surely there's no excuse not to fulfill the basic obligations of their own dispute resolution process?

Nationally, Vauxhall and Network Q just washed their hands and left it with TWG. The local dealer has been sympathetic but powerless to carry out the work unless I pay for it. It probably doesn't help that I bought the car from a Vauxhall dealers in another part of the country - although it's supposed to be a national network.

Thanks for the suggestion of the Financial Ombudsman and small claims court. Now that our dispute resolution has failed, I've written to the Financial Ombudsman and I am considering taking legal action. I have no experience of doing anything like this and it's all a bit daunting.

Even if TWG could find a valid reason to turn down the claim, the level of customer support and service has been utterly dreadful. Certainly nothing like the "peace of mind" Vauxhall and Network Q advertise and charge a premium for. Maybe it depends who deals with your case - but surely it should have been escalated by now to someone at the right level of seniority?

DeboraT

Thanks for your interest. The 30 days' notice was to try to force a response from TWG. Effectively, it ends the dispute resolution process and would allow me to make a claim through the courts. It shows I've exhausted all attempts to resolve, which I assume a court would want you to prove.

I don't have any experience of this to be honest and it's all a bit daunting going up against big institutions like Vauxhall and Network Q. But I've got all the correspondence (when they did bother to reply) so I should go for it. Any advice would be most welcome.

Glover1862

Fair ware and tear at 20k miles on a steering rack, that's crazy.

https://www.vauxhall.co.uk/content/dam/Vauxhall/Europe/united_kingdom/nscwebsite/uk/Home/pdf/Owners_Services/Vauxhall_Extend_Warranty_Leaflet.pdf

This document is a bit old but I'm sure it's not changed much, clearly mentions the steering as covered. Not sure why you have let it drag on so long, makes no difference what dealership it was purchased from. I'd be onto the dealerships owners, MD if it's one of the large groups to resolve it. A steering rack is not a consumable part and expected to last more than 20k. The only thing I can think of is that they feel it does not need replacing and your dealer thinks it does, in this case I'd ask for documented evidence that it was faulty, saying that if the pump as failed (not ware and tear)then it's a clear case in your favour.

As mentioned I had the front and rear springs done under warranty at 80k, to me the springs will fail at some point and clearly affected by how you drive, they replaced without question, can't see why your getting such a hard time. Good luck

DeboraT

Thanks Glover1862 - I felt the same about wear and tear after 20k miles, even though I don't know much about cars. The Vauxhall dealer specifically used the word "failed" and I have that in writing - but TWG still wouldn't accept it. I think you're right that the MD of the dealership might step in and get it sorted. It certainly doesn't reflect well on Vauxhall or Network Q, whereas TWG probably don't care about reputation because they're not in the shop window.

I'm going to fire off some letters to Vauxhall and Network Q and give them one last chance to intervene. Failing that, it has to be small claims court - although the whole process leaves me a bit daunted. But if the warranty doesn't cover a failed power steering pump after 20k, what exactly would it cover? Sometimes you just have to keep fighting.

Thanks for your questions and knowledgeable advice - it's given me even more confidence that TWG have got this wrong.