Vehicle has had a fault from new - what are my rights?

Supersonos

I bought a new car which arrived in January.  From day one, Android Auto wouldn't work.  I was told it was my phone/cable etc., but after the dealer finally took it into the workshop, they re-installed some software and Android Auto worked.

But one issue remains (music cannot be streamed from the phone to the vehicle when using Android Auto) which after being told, again, it's probably my phone/cable etc., the dealer have finally looked at the issue and agree it must be the vehicle (also many people online with same vehicle complaining of same issue).  They've raised it with VW in Germany, but I've been told they can't say if or when there'll be a fix.

So what can I do now?  The vehicle is almost 6 months old (and I love it and wouldn't want to give it back).  Is it reasonable to ask my dealer to install the higher-spec "navigation head unit", which would have been a £1,200 option, to see if that solves the problem?  Or even ask for a £1,000 refund so I can install an after-market head unit which would work as spcified?  How long is reasonable to wait to see if VW Germany come out with a fix?

AdrianC

No, it isn't reasonable to expect a free upgrade. It's quite probably not even possible without major surgery to the car.
No, it isn't reasonable to expect a refund - is "£1k" an arbitrary guesstimate, or based on anything in particular?

These issues are almost always compatibility issues. Does the car's android work with any manufacturer/model/version of phone? Is it possible to stream music whilst not using a specific other feature?

Supersonos

AdrianC said:

No, it isn't reasonable to expect a free upgrade. It's quite probably not even possible without major surgery to the car.
No, it isn't reasonable to expect a refund - is "£1k" an arbitrary guesstimate, or based on anything in particular?

These issues are almost always compatibility issues. Does the car's android work with any manufacturer/model/version of phone? Is it possible to stream music whilst not using a specific other feature?

The problem isn't compatibility, it's a software glitch with the vehicle - it won't automatically select the correct input to allow you to hear music from the phone, and there's no way of selecting it manually.  So, as a result, when using Android Auto, all you can do is listen to live radio.  You can't even listen to music via Bluetooth.

I've tried four different handsets (all are on VW's published list of compatible handsets) running Android 7, 9 and 10 with various versions of Android Auto, including the latest.  I've tried various cables and, on my last visit to my dealer, we even tried a VW-branded cable.  My dealer has agreed it's not the handset and must be the vehicle.

My £1,000 refund was, based on a little research, a likely cost of having a company install an after-market (Alpine, Sony etc) head unit of similar specs that would work correctly.

I bought the vehicle partly based on its advertised "complete smartphone integration" via Android Auto.  I've fulfilled all my parts of the deal (up-to-date, compatible handset & VW supplied USB cable) and it doesn't work as specified - no music from the phone, no streamed music, no podcasts etc.

So what is the solution?  The vehicle has a fault and VW aren't saying when or if they'll be able to fix it.

Ditzy_Mitzy

Does the stereo have a conventional auxiliary input as well as the 'Android Auto' function? 

AdrianC

Did it work on the demo before you agreed to purchase?

Supersonos

Ditzy_Mitzy said:

Does the stereo have a conventional auxiliary input as well as the 'Android Auto' function? 

Yes - audio input is via USB or Bluetooth.  Both work fine when used purely as an audio input, but once Android Auto is running, Bluetooth is used for calls (and works fine) but cannot then be selected for music.  USB should be automatically selected by the vehicle to allow music from the phone, but isn't, and there's no way to select it manually.

(As a boring side-note, if USB is already selected when Android Auto starts, you can hear music from the phone, but the vehicle's volume won't adjust.  And if you then select radio, you can't re-select USB)

Supersonos

AdrianC said:

Did it work on the demo before you agreed to purchase?

There were no demos as it was a new model.

TadleyBaggie

Thought this was familiar, original thread from  a few weeks ago:

https://forums.moneysavingexpert.com/discussion/6140085/minor-feature-of-car-doesnt-work-what-are-my-rights-here/p1

fred246

AdrianC said:

No, it isn't reasonable to expect a free upgrade. It's quite probably not even possible without major surgery to the car.
No, it isn't reasonable to expect a refund - is "£1k" an arbitrary guesstimate, or based on anything in particular?

These issues are almost always compatibility issues. Does the car's android work with any manufacturer/model/version of phone? Is it possible to stream music whilst not using a specific other feature?

How silly is the OP? I mean paying for a brand new car and expecting it to WORK.

facade

Keep on at VW. Try joining one of the VW forums and posting there, others should have the same problem, and there might be a firmware fix that you can get. Most likely you have something like a Bosch cheap head unit with an expensive VW logo, and there should be dodgy firmware about that fixes the issue.

If you don't want to go that way, in the meantime, don't use Android Auto. Get a stand alone SatNav with traffic info and use that, it will tide you over until VW do something.  .

My car has Android Auto, I think it is about as much use as a bicycle to a fish, but other owners think it is the bees knees. I can't be bothered plugging my 'phone in to use it, this is the 2020s not 1999

Supersonos

facade said:

Keep on at VW. Try joining one of the VW forums and posting there, others should have the same problem, and there might be a firmware fix that you can get. Most likely you have something like a Bosch cheap head unit with an expensive VW logo, and there should be dodgy firmware about that fixes the issue.

If you don't want to go that way, in the meantime, don't use Android Auto. Get a stand alone SatNav with traffic info and use that, it will tide you over until VW do something.  .

My car has Android Auto, I think it is about as much use as a bicycle to a fish, but other owners think it is the bees knees. I can't be bothered plugging my 'phone in to use it, this is the 2020s not 1999

Thanks for all this advice, and I will keep on at VW.

But for all the technical advice I'm getting, no-one can advise me of my legal position!  I feel I've done everything right as a customer and it's fairly clear the issue lies with VW and they won't offer any timeframe of a fix.  Surely I can't but a new vehicle with a fault and have no recourse?