Citroen/DS Recall Difficulties
Discussion
About 2 years ago, bought my Mum a 2017 DS3 which to be fair has been a great little car. Today saw that a recall had been issued which affects her car.
https://www.parkers.co.uk/car-news/citroen-takata-...
She hasn’t received a letter yet but checking her VIN shows hers is an affected car.
Go onto the website to register, website won’t load so ring the local Citroen dealer who say basically can’t do anything until you register with Stellantis for the recall work.
Nearly 2 hours on hold, finally talk to someone who says it has been recalled but only to a DS dealer, nearest being nearly an hour away in York. Expressly told several times “Do not drive the car as there is a risk of a fatality”. Ask how shall we get the car to York? Told to talk to the dealer and they’ll arrange everything.
Call DS at York, they don't have recovery and insist the only way to get the car to them is to drive it…. Point out been told by Stellantis not to drive it. Dealer are completely stumped and tell me to talk to Stellantis again.
Back on the phone to Stellantis again but general customer service this time as not sitting on hold for another 2 hours. Again, must not drive the car, risk of a fatality and can’t help without talking to the dedicated team and suggest I ring back when they are quieter…
Basically elderly mother is going to be without a car for a minimum of 2 weeks as that’s the earliest date for the airbags to be replaced which is problematic yet they want the car at the dealer without anyway of getting it there, we could pay ourselves for recovery but not sure why we should be a few hundred quid out of pocket.
Any suggestions on how to approach this?
https://www.parkers.co.uk/car-news/citroen-takata-...
She hasn’t received a letter yet but checking her VIN shows hers is an affected car.
Go onto the website to register, website won’t load so ring the local Citroen dealer who say basically can’t do anything until you register with Stellantis for the recall work.
Nearly 2 hours on hold, finally talk to someone who says it has been recalled but only to a DS dealer, nearest being nearly an hour away in York. Expressly told several times “Do not drive the car as there is a risk of a fatality”. Ask how shall we get the car to York? Told to talk to the dealer and they’ll arrange everything.
Call DS at York, they don't have recovery and insist the only way to get the car to them is to drive it…. Point out been told by Stellantis not to drive it. Dealer are completely stumped and tell me to talk to Stellantis again.
Back on the phone to Stellantis again but general customer service this time as not sitting on hold for another 2 hours. Again, must not drive the car, risk of a fatality and can’t help without talking to the dedicated team and suggest I ring back when they are quieter…
Basically elderly mother is going to be without a car for a minimum of 2 weeks as that’s the earliest date for the airbags to be replaced which is problematic yet they want the car at the dealer without anyway of getting it there, we could pay ourselves for recovery but not sure why we should be a few hundred quid out of pocket.
Any suggestions on how to approach this?
I'd seen this mentioned in a motor trade group i'm in.
Before taking the vehicle i'd make sure they actually have the parts as one dealer said they were on back order and would be months before they saw them. and then it could be many more months before they could work through the backlog.
Allegedly dealers dont want the work either as they are paid 1.2 hours warranty rate but its over 2 hours work for them.
Before taking the vehicle i'd make sure they actually have the parts as one dealer said they were on back order and would be months before they saw them. and then it could be many more months before they could work through the backlog.
Allegedly dealers dont want the work either as they are paid 1.2 hours warranty rate but its over 2 hours work for them.
Krikkit said:
Isn't this just the Takata airbag issue that's plagued other brands as well? I'd just drive it to the dealer.
If you're feeling really paranoid you could disconnect the steering wheel airbag.
I believe so, basically they’ve had another death in France so recalling in the UK now.If you're feeling really paranoid you could disconnect the steering wheel airbag.
If it was me driving, wouldn’t be an issue, I’d risk it or as you say disconnect the airbags but it’s not me driving it an hour to York or me taking any potential risks.
blue_haddock said:
I'd seen this mentioned in a motor trade group i'm in.
Before taking the vehicle i'd make sure they actually have the parts as one dealer said they were on back order and would be months before they saw them. and then it could be many more months before they could work through the backlog.
Allegedly dealers dont want the work either as they are paid 1.2 hours warranty rate but its over 2 hours work for them.
DS York have said it will definitely be done the same day which is something. I can’t be there though as live a distance away and have commitments that day. Before taking the vehicle i'd make sure they actually have the parts as one dealer said they were on back order and would be months before they saw them. and then it could be many more months before they could work through the backlog.
Allegedly dealers dont want the work either as they are paid 1.2 hours warranty rate but its over 2 hours work for them.
Just trying to make life as easy for my Mum as possible.
My general view would be that the airbag hasn't gone off in the last 2 years, how likely is it to go off on the next ~hour drive?
Obviously you're assessing the risk you're now aware of, and it's probably not helped by the manufacturer stating 'risk of death' but ultimately that will be an arse-covering statement on their part..
Obviously you're assessing the risk you're now aware of, and it's probably not helped by the manufacturer stating 'risk of death' but ultimately that will be an arse-covering statement on their part..
Google CEO email and find Stellantis UK ceo.
Fire off a short polite email (there is a guide on the site) with issue and what you want.
In may get picked up by their exec assistant and triaged to someone more senior in customer care. Many have had success with this method for top brands.
If that fails then the Guardian have a web page for exactly this kind of issue.
Fire off a short polite email (there is a guide on the site) with issue and what you want.
In may get picked up by their exec assistant and triaged to someone more senior in customer care. Many have had success with this method for top brands.
If that fails then the Guardian have a web page for exactly this kind of issue.
smithyithy said:
My general view would be that the airbag hasn't gone off in the last 2 years, how likely is it to go off on the next ~hour drive?
Obviously you're assessing the risk you're now aware of, and it's probably not helped by the manufacturer stating 'risk of death' but ultimately that will be an arse-covering statement on their part..
Arse covering 100%, just seems abit lax of them to cover their arse yet not provide anyway for vehicles to be taken in for works.Obviously you're assessing the risk you're now aware of, and it's probably not helped by the manufacturer stating 'risk of death' but ultimately that will be an arse-covering statement on their part..
The other thought that crossed my mind is, if she did drive and something did happen, would her insurance be valid as she has been told not to drive the car. I’m not sure, not a situation ever encountered before.
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