Citroen refusing to cover cost of known (BBC Watchdog) fault

nspltho1

Hello all,

We have a 2010 Citroen C4 Picasso which we bought used from a dealer in 2016 and the rear air suspension has recently failed. I was looking at the cost of replacement and I came across lots of articles about a BBC Watchdog investigation into this fault. It turns out that it's due to an issue with the part manufacturer and, after some pressure, Citroen released this statement:

Citroën would like to apologise to every customer that has been inconvenienced or affected by this issue and will immediately remedy the situation with an unprecedented level of customer support. This will be applied retrospectively, so owners impacted to date will be eligible for a refund.
We also wish to assure owners of C4 Picasso models with pneumatic suspension built from the start of production in 2006 to November 2010, that this is not a safety issue and therefore has not been subject to a recall.
It is important to note that the air springs on selected versions of previous generation C4 Picasso models are wear parts. Like all moving components in any suspension system on any car, they are subject to natural wear and tear. As a result, the rate at which they degrade will vary based on the age of the individual vehicle, mileage and conditions of use.
Any component failure in this particular suspension system will be detected automatically with a warning light appearing on the instrument panel. This alerts and informs the driver to take the car to an authorised Citroën repairer to be checked.
The Company wishes to clarify that the all-new Citroën C4 Picasso range, launched in 2013, is built on a completely new platform designed exclusively with steel spring suspension and is not affected.
Customer service is a priority for Citroën and owners who have experienced this issue early in the life of their cars have been supported via the Company’s extensive goodwill programme, depending on the specific nature of each case and the age and mileage of the vehicle.
However, Citroën accepts that this investigation has highlighted a number of important issues and wishes to respond decisively and speedily in order to address concerns.
As a result, we have taken the unprecedented step, in the interest of all affected customers, to cover 80% of the total cost of any repair of this type (parts and labour) for up to 10 years or 120,000 miles from the date of registration.
This will also be applied retrospectively and customers who have already had work completed will be eligible for a comparable refund.
Our investigations show that the failure of the compressor associated with the pneumatic suspension highlighted in the case of Mrs Ospina, is an extremely rare occurrence. However, should it also fail, customers will be covered. As a result, Mrs Ospina will be reimbursed 80% of the repair cost in the next few days.
Customers who have already had work carried out or who require further information are asked to call the Citroën Contact Centre on 0800 3288 141 or to e.mail [link removed](link removed). Lines are open until 10.00pm Wednesday 2 July and then from 8.00am to 6.00pm Monday to Friday from Thursday 3 July.
Alternatively, customers are invited to take their car to an authorised Citroën repairer who will be able to offer advice and reassurance.

I took the car into Citroen to diagnose and they told me that it was this issue with the rear suspension but let me drive it away while they contacted head office about them covering 80% of the costs as it is well within the 10 year and 120000 miles limit they had set.


We have provided a service history for the car but it is missing a stamp from when the previous owner had it and because we can't provide an invoice they have said that they won't cover any of the cost of replacing it.

I am tempted to have the work done by a non-Citroen mechanic and claim 80% of the cost back from Citroen through the small claims court. Does anyone have any advice or experience in dealing with something like this?

If I've missed any key info let me know and I'll try to provide it.
Thanks.

AdrianC

The Watchdog programme you refer to was over four years ago - the summer of 2014 - half your car's life, and two years before you bought it.

From the text you quoted...

It is important to note that the air springs on selected versions of previous generation C4 Picasso models are wear parts. Like all moving components in any suspension system on any car, they are subject to natural wear and tear. As a result, the rate at which they degrade will vary based on the age of the individual vehicle, mileage and conditions of use.

You haven't specified the mileage on your car, but given that your car is now eight years old - the oldest cars covered at the time of the statement - you're stretching "well within" ten years a bit. You can launch a court claim, of course, but that doesn't mean you'll win. A four year old goodwill gesture, however publicly made, is certainly not a binding commitment.

A different, and much simpler/cheaper, solution would be to convert to steel springing at the back.
http://www.eurocarcare.net/air-suspension-conversion-kits/ecc5102gn-coil-spring-conversion-kit.html
https://citygaragesheffield.com/modifications/
and other sources.

sevenhills

nspltho1 wrote: »

I am tempted to have the work done by a non-Citroen mechanic and claim 80% of the cost back from Citroen through the small claims court. Does anyone have any advice or experience in dealing with something like this?

If I've missed any key info let me know and I'll try to provide it.
Thanks.

I dont have any experience of small claims courts, but would a large company like Citreon contest it in court? It would cost them a few hundred pounds at least, just to contest around £500

nspltho1

Thanks for your responses.

You haven't specified the mileage on your car, but given that your car is now eight years old - the oldest cars covered at the time of the statement - you're stretching "well within" ten years a bit. You can launch a court claim, of course, but that doesn't mean you'll win. A four year old goodwill gesture, however publicly made, is certainly not a binding commitment.

It's been 8 years since the registration and they've said they will cover it for up to 10 years unless the mileage exceeds 120000 which it doesn't in this case. If they have admitted that there is a fault with these parts then surely that doesn't expire, regardless of the statement being binding or not?

I dont have any experience of small claims courts, but would a large company like Citreon contest it in court? It would cost them a few hundred pounds at least, just to contest around £500

I was thinking this too. I have claimed through small claims before and the company paid out before the case was heard.

forgotmyname

They admitted the parts are wear and tear items. You purchased the car after the information was public regarding the fact they wear out.

You purchased a car without a full service history.