New car in garage for 10 weeks

Librn

Hello all
my husband has a Peugeot E 3008 GT which has been in the garage for 10 weeks with no sign of a fix. Peugeot rolled out an update for the infotainment unit which caused the unit to freeze. This prevented him from using the climate controls and other issues. He went to Evans Halshaw where the car was purchased and to cut a very long story short, they’ve had the car for 10 weeks. He was told that the problem was something more sinister on inspection than was initially thought therefore could not do a simple reset. They then gave him a courtesy car which is half the size and would cost much less in monthly payments than he is currently paying out. A new unit is on order and has been for this whole time but Peugeot has no spare parts and won’t take one off the production line. He can count the number of calls from Evan’s Halshaw on one hand and he never has follow up to his requests for help and advice. Obviously he should be compensated for the payments he’s making for a bigger car than he is driving but no-one is willing to follow through on these requests. After yet another failure to have a call back last week he rang to say that he was considering rejecting the car as not fit for purpose and not yet a year old. At this point a young girl on her first week of work was given the job of ringing him to say that he could always collect his car and drive it until the part was there as it’s only a media centre. If this were the case they would have suggested this route 10 weeks ago. He has completely lost faith and has no idea what to do next.  Please, please, please can someone offer advice on this situation. 

MattMattMattUK

Librn said:

Hello all
my husband has a Peugeot E 3008 GT which has been in the garage for 10 weeks with no sign of a fix. Peugeot rolled out an update for the infotainment unit which caused the unit to freeze. This prevented him from using the climate controls and other issues. He went to Evans Halshaw where the car was purchased and to cut a very long story short, they’ve had the car for 10 weeks. He was told that the problem was something more sinister on inspection than was initially thought therefore could not do a simple reset. They then gave him a courtesy car which is half the size and would cost much less in monthly payments than he is currently paying out. A new unit is on order and has been for this whole time but Peugeot has no spare parts and won’t take one off the production line. 

A lot of these parts are on backorder, nothing that EH can do about that.

He can count the number of calls from Evan’s Halshaw on one hand and he never has follow up to his requests for help and advice. 

What do the "requests for help and advice" ask for? If it is an update and they have said they will update him when they get the backorder part then they are not going to call to say "not got it".

Librn said:

Obviously he should be compensated for the payments he’s making for a bigger car than he is driving but no-one is willing to follow through on these requests. 

Unfortunately there is no "obviously" in this, there is no automatic entitlement to compensation.

Librn said:

After yet another failure to have a call back last week he rang to say that he was considering rejecting the car as not fit for purpose and not yet a year old. At this point a young girl on her first week of work was given the job of ringing him to say that he could always collect his car and drive it until the part was there as it’s only a media centre. If this were the case they would have suggested this route 10 weeks ago. He has completely lost faith and has no idea what to do next.  Please, please, please can someone offer advice on this situation. 

At what point was the fault reported to EH, how many days/months? Less that 30 days, less than six months? Was the car new or used? Bought on finance?

Grumpy_chap

Librn said:
 They then gave him a courtesy car which is half the size and would cost much less in monthly payments than he is currently paying out.

Obviously he should be compensated for the payments he’s making for a bigger car than he is driving

Is his car on a lease?

Librn said:

he could always collect his car and drive it until the part was there as it’s only a media centre. 

Oddly, that was my first thought when reading the start of the thread.  Is there actually a reason why he can't drive the car while awaiting the media head?

ian16527

Grumpy_chap said:

Librn said:
 They then gave him a courtesy car which is half the size and would cost much less in monthly payments than he is currently paying out.

Obviously he should be compensated for the payments he’s making for a bigger car than he is driving

Is his car on a lease?

Librn said:

he could always collect his car and drive it until the part was there as it’s only a media centre. 

Oddly, that was my first thought when reading the start of the thread.  Is there actually a reason why he can't drive the car while awaiting the media head?

OP said that the climate control is also affected 

Wonka_2

ian16527 said:

Grumpy_chap said:

Librn said:
 They then gave him a courtesy car which is half the size and would cost much less in monthly payments than he is currently paying out.

Obviously he should be compensated for the payments he’s making for a bigger car than he is driving

Is his car on a lease?

Librn said:

he could always collect his car and drive it until the part was there as it’s only a media centre. 

Oddly, that was my first thought when reading the start of the thread.  Is there actually a reason why he can't drive the car while awaiting the media head?

OP said that the climate control is also affected 

Which obviously makes the car undrivable 😂😂

Aylesbury_Duck

I don't think you'll get anywhere with the smaller car argument.  The counter to that is that he's not putting mileage and wear on his car, although that's not necessarily a benefit if he's leasing it.

What outcome do you actually want?

molerat

Wonka_2 said:

ian16527 said:

Grumpy_chap said:

Librn said:
 They then gave him a courtesy car which is half the size and would cost much less in monthly payments than he is currently paying out.

Obviously he should be compensated for the payments he’s making for a bigger car than he is driving

Is his car on a lease?

Librn said:

he could always collect his car and drive it until the part was there as it’s only a media centre. 

Oddly, that was my first thought when reading the start of the thread.  Is there actually a reason why he can't drive the car while awaiting the media head?

OP said that the climate control is also affected 

Which obviously makes the car undrivable 😂😂

You likely can't even de-mist the windscreen as all the controls for that will be run from the media centre, a big problem with modern cars where they have done away with switches and buttons and put the functions on the big screen.

Ergates

molerat said:

Wonka_2 said:

ian16527 said:

Grumpy_chap said:

Librn said:
 They then gave him a courtesy car which is half the size and would cost much less in monthly payments than he is currently paying out.

Obviously he should be compensated for the payments he’s making for a bigger car than he is driving

Is his car on a lease?

Librn said:

he could always collect his car and drive it until the part was there as it’s only a media centre. 

Oddly, that was my first thought when reading the start of the thread.  Is there actually a reason why he can't drive the car while awaiting the media head?

OP said that the climate control is also affected 

Which obviously makes the car undrivable 😂😂

You likely can't even de-mist the windscreen as all the controls for that will be run from the media centre, a big problem with modern cars where they have done away with switches and buttons and put the functions on the big screen.

Unless it's changed significantly, the front and rear demisters are controlled separately from the main climate control.

Momogeew

I have a VW and the infotainment screen does, indeed, control the fan settings, occasionally the screen freezes (no pun intended) and no controls are accessible/usable, not even stopping the engine and restarting, quickly, frees it.

MattMattMattUK

It looks like for the OP's car the climate control can be controlled from the phone app if it was paired with the car before the issue, however that also depends on if it is just a screen issue, or the infotainment computer which communicates with the phone is the part not working. 

born_again

Aylesbury_Duck said:

I don't think you'll get anywhere with the smaller car argument.  The counter to that is that he's not putting mileage and wear on his car, although that's not necessarily a benefit if he's leasing it.

What outcome do you actually want?

If it's in for warranty. Then it will be stated that no car is supplied. That is down to dealer & if they have any cars to spare. 
Pug's the climate control is via head unit now.