Adblue failure - advice on goodwill claims
Discussion
Hi all.
Has anyone here had success in making a goodwill claim, and if so, can you offer advice on how to get the best result, please?
The vehicle concerned is a motorhome, based on a Fiat Ducato. We collected it new in December 2021.
Returning home through France last month, the dashboard started flagging up warning messages about adblue, and warned us that the vehicle won't start without replenishing. Unless it had sprung a leak (it hadn't), I knew the adblue tank was not empty.
To cut a story short, we parked safely for the night but the vehicle would not start. We were recovered late next day to the nearby Fiat Professional service agent in Poitiers.
The adblue tank had to be replaced, it took a week to arrive, we checked into a small apartment in the city. The bill was 1,825 euros. The vehicle had done 17.5k miles.
I am going to submit a goodwill claim to Fiat and this is what I am seeking advice on, because sometimes it's a case of getting the wording just right. Any advice guys, please, has anyone themselves received advice or felt they got it right when submitting a claim?
Re any extended warranty - the vehicle base only comes with a 2 year warranty. I asked about extending last year, but was told it's not available.
Since this breakdown i have spent time on Moho forums, apparently a 3rd year is available but I'm told it has to be requested within 14 days of registration, but the dealers don't make anything out of it so rarely offer it to customers. I have to verify this, but suffice to say were were never offered the chance of extending the warranty, nor indeed informed when our vehicle had been registered (we were in no rush to collect it at the time).
If anyone is interested, here's a very knowledgeable chap stripping a unit down. https://youtu.be/34_QZg6j2yU?si=x2HxKE7g3m9uPRlj
I have our Moho booked in next week for adblue delete to be carried out.
Appreciate any advice, guys.
Has anyone here had success in making a goodwill claim, and if so, can you offer advice on how to get the best result, please?
The vehicle concerned is a motorhome, based on a Fiat Ducato. We collected it new in December 2021.
Returning home through France last month, the dashboard started flagging up warning messages about adblue, and warned us that the vehicle won't start without replenishing. Unless it had sprung a leak (it hadn't), I knew the adblue tank was not empty.
To cut a story short, we parked safely for the night but the vehicle would not start. We were recovered late next day to the nearby Fiat Professional service agent in Poitiers.
The adblue tank had to be replaced, it took a week to arrive, we checked into a small apartment in the city. The bill was 1,825 euros. The vehicle had done 17.5k miles.
I am going to submit a goodwill claim to Fiat and this is what I am seeking advice on, because sometimes it's a case of getting the wording just right. Any advice guys, please, has anyone themselves received advice or felt they got it right when submitting a claim?
Re any extended warranty - the vehicle base only comes with a 2 year warranty. I asked about extending last year, but was told it's not available.
Since this breakdown i have spent time on Moho forums, apparently a 3rd year is available but I'm told it has to be requested within 14 days of registration, but the dealers don't make anything out of it so rarely offer it to customers. I have to verify this, but suffice to say were were never offered the chance of extending the warranty, nor indeed informed when our vehicle had been registered (we were in no rush to collect it at the time).
If anyone is interested, here's a very knowledgeable chap stripping a unit down. https://youtu.be/34_QZg6j2yU?si=x2HxKE7g3m9uPRlj
I have our Moho booked in next week for adblue delete to be carried out.
Appreciate any advice, guys.
heebeegeetee said:
Hi all.
Has anyone here had success in making a goodwill claim, and if so, can you offer advice on how to get the best result, please?
The vehicle concerned is a motorhome, based on a Fiat Ducato. We collected it new in December 2021.
Returning home through France last month, the dashboard started flagging up warning messages about adblue, and warned us that the vehicle won't start without replenishing. Unless it had sprung a leak (it hadn't), I knew the adblue tank was not empty.
To cut a story short, we parked safely for the night but the vehicle would not start. We were recovered late next day to the nearby Fiat Professional service agent in Poitiers.
The adblue tank had to be replaced, it took a week to arrive, we checked into a small apartment in the city. The bill was 1,825 euros. The vehicle had done 17.5k miles.
I am going to submit a goodwill claim to Fiat and this is what I am seeking advice on, because sometimes it's a case of getting the wording just right. Any advice guys, please, has anyone themselves received advice or felt they got it right when submitting a claim?
Re any extended warranty - the vehicle base only comes with a 2 year warranty. I asked about extending last year, but was told it's not available.
Since this breakdown i have spent time on Moho forums, apparently a 3rd year is available but I'm told it has to be requested within 14 days of registration, but the dealers don't make anything out of it so rarely offer it to customers. I have to verify this, but suffice to say were were never offered the chance of extending the warranty, nor indeed informed when our vehicle had been registered (we were in no rush to collect it at the time).
If anyone is interested, here's a very knowledgeable chap stripping a unit down. https://youtu.be/34_QZg6j2yU?si=x2HxKE7g3m9uPRlj
I have our Moho booked in next week for adblue delete to be carried out.
Appreciate any advice, guys.
Good luck with that.Has anyone here had success in making a goodwill claim, and if so, can you offer advice on how to get the best result, please?
The vehicle concerned is a motorhome, based on a Fiat Ducato. We collected it new in December 2021.
Returning home through France last month, the dashboard started flagging up warning messages about adblue, and warned us that the vehicle won't start without replenishing. Unless it had sprung a leak (it hadn't), I knew the adblue tank was not empty.
To cut a story short, we parked safely for the night but the vehicle would not start. We were recovered late next day to the nearby Fiat Professional service agent in Poitiers.
The adblue tank had to be replaced, it took a week to arrive, we checked into a small apartment in the city. The bill was 1,825 euros. The vehicle had done 17.5k miles.
I am going to submit a goodwill claim to Fiat and this is what I am seeking advice on, because sometimes it's a case of getting the wording just right. Any advice guys, please, has anyone themselves received advice or felt they got it right when submitting a claim?
Re any extended warranty - the vehicle base only comes with a 2 year warranty. I asked about extending last year, but was told it's not available.
Since this breakdown i have spent time on Moho forums, apparently a 3rd year is available but I'm told it has to be requested within 14 days of registration, but the dealers don't make anything out of it so rarely offer it to customers. I have to verify this, but suffice to say were were never offered the chance of extending the warranty, nor indeed informed when our vehicle had been registered (we were in no rush to collect it at the time).
If anyone is interested, here's a very knowledgeable chap stripping a unit down. https://youtu.be/34_QZg6j2yU?si=x2HxKE7g3m9uPRlj
I have our Moho booked in next week for adblue delete to be carried out.
Appreciate any advice, guys.
And I am sure an adblue delete would be picked up at mot time and failed accordingly.
andymc said:
so the car is out of warranty and you are hoping they will pay for your week long stay? I would love to to be proved wrong but I think you have two hopes
Especially when they checked into somewhere so expensive.There is a hell of a difference between checking into a run of the mill Ibis hotel at £60 a night as oppose to a hilton at £200 a night.
MonkeyBusiness said:
You sure? The emissions would be all wrong surely?
....and your insurance might need to know about that modification.
Diesel emissions are still only checking for soot.....and your insurance might need to know about that modification.
This isn't the issue though, I am seeking advice on a goodwill claim on a failure on a vehicle that's had a gentle 17k miles and which put us to enormous inconvenience.
Had we been a working couple or been near our 90 day limit, we would have had to have flown to and from. Or had the vehicle repatriated, which in recent times has taken weeks before the owners have seen their vehicles again.
heebeegeetee said:
MonkeyBusiness said:
You sure? The emissions would be all wrong surely?
....and your insurance might need to know about that modification.
Diesel emissions are still only checking for soot.....and your insurance might need to know about that modification.
This isn't the issue though, I am seeking advice on a goodwill claim on a failure on a vehicle that's had a gentle 17k miles and which put us to enormous inconvenience.
Had we been a working couple or been near our 90 day limit, we would have had to have flown to and from. Or had the vehicle repatriated, which in recent times has taken weeks before the owners have seen their vehicles again.
andymc said:
I cannot see it, sorry
Goodwill claims are a fairly normal thing, often successful but I wouldn't know at what rate.I'd be a fool to not try and to not find out the best way to go about it.
I'd also add - there was actually nothing wrong with our vehicle, it was a case of computer say no, so it's not starting.
It appears that our vehicle couldn't read the level of adblue in the tank, but it was there so should have been able to drawer upon it and use it.
Imagine being a family travelling, maybe travelling at night, women on their own etc, and their car doesn't start simply because a computer says no?
And even if the adblue system wasn't working, what did it mean? It means our vehicle didn't conform to Euro 6 and we're not allowed to use it, but all those out there in the Euro 5-4-3-2-1 and-less can crack right on, having not invested in Euro 6 unlike me.
I think it was absolutely outrageous. Not starting should only be allowed as some kind of total last resort.
For what its worth, my daughter's Fiat 500 (yes I know), was just out of warranty when something went wrong with the EGR.
The dealer said the part was covered under good will, but we paid the labour. I didn't think this was too bad considering.
Thankfully she's older now and it's been sold.
The dealer said the part was covered under good will, but we paid the labour. I didn't think this was too bad considering.
Thankfully she's older now and it's been sold.
Fwiw I think in your various posts and sentences you probably have already written your request but it just needs to be put into the right order, added to and tidied up.
I have no idea how often goodwill requests are accepted but if you don’t ask you don’t get.
The fact you are “ only “ 2 months out of warranty May help your case along with the fact that the third year warranty wasn’t offered but at the end of the day Fiat may of course just stick to facts.
I think you also need to consider who you are sending this to and in what order.
I am a firm believer in “ carrot and stick “ type communiques.
I have no idea how often goodwill requests are accepted but if you don’t ask you don’t get.
The fact you are “ only “ 2 months out of warranty May help your case along with the fact that the third year warranty wasn’t offered but at the end of the day Fiat may of course just stick to facts.
I think you also need to consider who you are sending this to and in what order.
I am a firm believer in “ carrot and stick “ type communiques.
esuuv said:
I think some people are misunderstanding the OP.
Sounds to me like the van repairs were 1800, and this is where he is looking for good will, that's not the accommodation bill - unless I'm the one that's mistaken.
Ah my bad, i thought it was the cost of the accommodation, if its the repair bill, then if it has main dealer history it maybe worth a try.Sounds to me like the van repairs were 1800, and this is where he is looking for good will, that's not the accommodation bill - unless I'm the one that's mistaken.
Dont ask dont get, but personally i wouldnt holding much hope.
Agree that it shouldnt have stopped it starting. But not really familiar with new emission regs.
mike13 said:
esuuv said:
I think some people are misunderstanding the OP.
Sounds to me like the van repairs were 1800, and this is where he is looking for good will, that's not the accommodation bill - unless I'm the one that's mistaken.
That's how I read it too.Sounds to me like the van repairs were 1800, and this is where he is looking for good will, that's not the accommodation bill - unless I'm the one that's mistaken.
mcflurry said:
Did you buy it from a Fiat main dealer and have it serviced on time there too?
No because Fiat don't sell motorhomes.Not being facetious, having a google on the topic this actually came up, a claim got turned down until this fact was pointed out, then they paid towards a repair bill.
It gets complicated, the vehicle is an Adria, built in Slovenia, then gets shipped to UK and sold by an Adria dealer. It's been serviced there too, only one scheduled service at two years, (though I had an oil change at one year) and yes it was serviced not long before the breakdown, but I don't actually think that's relevant TBF.
But it's a Fiat Ducato, sold all over world in one form or another, it shouldn't break down so badly at just over 2 years and 17k miles, I do expect some recompense, but I want to give my best shot 'cos it'll annoy me too much otherwise.
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