The majority of dealers believe modern vehicles are too technologically complex for the current Consumer Rights Act framework.
That’s the conclusion of research carried out by Warranty Solutions Group where 85% said the legislation was not up to the job when it comes to repairing today’s cars.
It argued that software, sensors, electronic control systems, Advanced Driver Assistance Systems (ADAS) and EV technology have transformed vehicle diagnostics.
Faults can be intermittent, involve several systems or only appear under particular driving conditions.
The research also found 40% of dealers identified intermittent faults that are difficult to diagnose as a CRA-related challenge, while half had experienced customers reporting a fault and immediately requesting rejection rather than first allowing a repair.
John Colinswood, CEO of Warranty Solutions Group, said: “What appears to be one fault can turn out to be two or three issues interacting with each other. Some require software updates, further testing or manufacturer support before the true cause can be identified.
“Some vehicles simply cannot be diagnosed and repaired in one visit. That doesn’t mean the retailer is unwilling to put the problem right. It means they need a reasonable opportunity to establish what the problem actually is before they can fix it.”
“The Consumer Rights Act was designed to give motorists meaningful protection when something goes wrong, and that principle remains absolutely right.
“But the vehicles it now governs have changed enormously. Protecting the consumer and giving skilled technicians a reasonable opportunity to identify and repair a genuine fault shouldn’t be competing objectives.”
Amy-Jane Marsden, managing director of ProTech Academy, said intermittent faults are among the most difficult problems facing technicians. She said: “People often assume that you can simply plug a vehicle into a diagnostic machine and it will immediately tell you what’s wrong. Unfortunately, it isn’t that simple.”
Professor Jim Saker, president of the Institute of the Motor Industry (IMI), said the way modern faults are investigated needs to be reflected in how disputes are handled. He said: “Some faults require time. Some require multiple stages of investigation. Some only become fully understood after software updates, additional testing or manufacturer support.
“If dealerships are effectively given only one opportunity to resolve increasingly complex faults, that creates a very difficult environment. I’d much rather see a framework that allows technicians sufficient time to investigate properly and explore different diagnostic options before conclusions are reached.”
