Are Vospers at Fault!? - Car broken down

stewartps

Hi everyone,

I'm posting this on behalf of my mother who's car broke down roughly 2 weeks ago... The following is written by my mother. She's not entirely sure what the next step should be, small claims court etc?
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My Renault Megane Coupe GT Line Tom Tom broke down and was recovered by the AA for repair to Vospers Marsh Mills on Sunday 6th Aug 17. Following a diagnostic check the car needed a compression test to check for damage in the engine caused by a failed Spark Plug (diagnosed by Vospers). Had a call from service manager to say that the head needed to be removed in order to fully check the engine for piston damage etc. I thought that was ok as at least I would know what was wrong in order to progress further with the repair. Anyway the service manager also dropped the bombshell that I could need a new engine which several phone calls later would be a nice £4,200 plus any parts etc. Well that made my day as you can imagine. It was decided at this point by myself after speaking with mechanics that I should get the car recovered, at further cost to myself, to another independent garage for a second opinion. This was arranged for the morning of ( Fri 11th Aug). On arrival my husband and I went to the Renault Service desk. We met with the service manager and lead technician to discuss our issues and then they accused us of not getting the car serviced since 2014 (when we purchased the car from another dealership in Plymouth). My husband and I shook our heads knowing it had been serviced. The Service manager at this point said there were no stamps in the book as he had seen it and that it was in the glove compartment of the car! Funny how we knew the book was at home but he was adamant that he had seen it. Anyway agreeing to disagree, we went home to get the documentation and paid Vospers £165 (with some discount? for the diagnostic test and compression test). Once at home we retrieved all the service documentation (We keep every receipt for any works carried out on cars for this very reason) along with the service book!! (with service stamps showing). Anyway on our return to Vospers we showed them all the paperwork detailing all the servicing on the car which for some reason wasn't on their system. Whilst we waited at the service desk, discussion took place out of our earshot with other 'managers'. At one point, one 'manager', well, he was dressed in a shirt and tie rather than a polo shirt, so must have been, called John (Service Manger) out to join in the 'secret' discussion. Not at any given point did one of these 'managers' come and speak to us or acknowledge us. Pretty shady tbh. They took photocopies of the paperwork. When the service manager and lead technician returned to the desk we were all in agreement that the car had had its Major service with a Vopsers technician at Vopsers of Tavistock (Now closed). Although a ford garage, but part of the Vopsers group and an approved garage, the technician was happy to carry out a service on my car according (or what we thought) to manufacturer standards. It transpired that the service carried out was a Ford service which DID NOT change the spark plugs. This was only bought to our attention by the lead technician at the Renault service section. The Service Manager then said he would contact Renault UK on our behalf that day but didn't manage to get through to an advisor. After a further discussion with John on the Monday morning it was decided that I would contact Renault as well to lodge my case which I did. The parting words of the service manager were that it was not a case for Vospers to investigate any further and I need deal direct with Renault which I did. Renault after investigation concluded that I need to take up my case with Vospers and not Renault as there is no manufacturing fault here which I agree. The fact (according to Vospers),that the car may have missed a minor service in 2015 and back in 2013 (prior to us owning the car), is irrelevant because the spark plugs would NOT have even been checked or changed at this point anyway. I conclude, that the Major Service I instructed and paid £195 (Renault Major Service), a Vopsers technician to complete was carried out for the wrong vehicle (Ford Motorcraft- No SPARK PLUGS!) which directly led to a catastrophic engine failure caused by a spark plug that was not changed at the 4 year point. Vospers should be repairing my car at their cost not mine! All attempts at resolution with Vospers have so far failed which is why I have posted in this domain.

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That's the story, thanks for reading. What should the next step be?

Regards,
Stewart

ilikewatch

stewartps wrote: »

What should the next step be?

A precis, or at least a few paragraphs.

A massive wall of text may well scare away someone who could have something really useful to advise.

forgotmyname

All the spark plugs do not suddenly fail and cause engine damage. Many cars out there with the original plugs after 12 years. With modern engines thats often without issues.

You would get a misfire when a plug fails. Its a Renault though where the coil packs fail far more often that sparkplugs ever will.

flashg67

Lot to read, so only skimmed - I'm going to presume that the Renault vehicle warranty has now expired & that the service schedule shows that the spark plugs should have been changed at the service that was done at the Ford dealer?

If so, I'd think you should fight your corner with Vospers as they have not carried out the correct service. You'll need to show (independent report?) it was the plug that failed, and not something else like a coil pack.
Have you tried their head off ice rather than just the branch? http://www.vospers.com/customers/care/

Geoff1963

I could need a new engine

You could but it seems unlikely. If a spark plug causes engine damage by breaking up and falling inside, that should be visible by some kind of borescope.

Spark plugs can damage the catalyst of a petrol car if they cause misfiring.