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.
, then get off your arse and get it sorted for her! Riley Blue said:
Does she have any form of breakdown / recovery cover that might transport it?
Zero chance there I’m afraid.I’ve rang and spoke with Stellantis again this morning, they have again said do not drive the car at all but haven’t been issued any guidance yet as to what to actually do, apparently they are waiting to be told and we’ve been promised a call back today or I need to ring back tomorrow AM if not.
They mentioned things like “send someone out to do a home repair” or “we will get it recovered” but can’t make any decisions yet.
Apparently the “stop drive” order was put in place without them being fully aware so they basically haven't planned for it.
Can you travel over and remove the drivers airbag at some point in the intervening two weeks?
My MILs little Citroën thing has the same recall. She's now complaining she can't go to childmind for my SIL.
I've offered to do the 1.5hr round trip to remove it and wrap it up in a duvet in the boot but apparently that's not an option
My MILs little Citroën thing has the same recall. She's now complaining she can't go to childmind for my SIL.
I've offered to do the 1.5hr round trip to remove it and wrap it up in a duvet in the boot but apparently that's not an option
chris1roll said:
Can you travel over and remove the drivers airbag at some point in the intervening two weeks?
My MILs little Citroën thing has the same recall. She's now complaining she can't go to childmind for my SIL.
I've offered to do the 1.5hr round trip to remove it and wrap it up in a duvet in the boot but apparently that's not an option
It’s definitely an option, just not too sure I want to start messing with something that potentially has unstable ammonium nitrate in it. Not Sure what Stellantis would make of it either when they finally get it. I also don’t know the potential legal issues with insurance, driving a car with a stop drive notice and no airbag. Looked at taking out a temp policy for me to drive it but not sure they would issue one at the moment.My MILs little Citroën thing has the same recall. She's now complaining she can't go to childmind for my SIL.
I've offered to do the 1.5hr round trip to remove it and wrap it up in a duvet in the boot but apparently that's not an option
Understand Stellantis team dealing and the dealers point of view, they haven’t been given any advice or guidance in what to do apart from to tell people not to drive the cars, everyone is waiting for a decision for the upper echelons.
Do not mess about with the airbag. Do not remove it. If it is removed the dealership possibly won’t perform the recall.
If Stellantis tell you not to drive it don’t drive it, and insist they pay for a tow to and from the dealership, or a tow to the dealership and travel costs for you to go and collect it. If they push back get in touch with the relevant Government department (I don’t know how to do that in the UK, sorry).
The airbag should not go off unintentionally, but if you have an accident and it deploys it could generate shrapnel and kill the driver.
If Stellantis tell you not to drive it don’t drive it, and insist they pay for a tow to and from the dealership, or a tow to the dealership and travel costs for you to go and collect it. If they push back get in touch with the relevant Government department (I don’t know how to do that in the UK, sorry).
The airbag should not go off unintentionally, but if you have an accident and it deploys it could generate shrapnel and kill the driver.
chris1roll said:
Can you travel over and remove the drivers airbag at some point in the intervening two weeks?
My MILs little Citroën thing has the same recall. She's now complaining she can't go to childmind for my SIL.
I've offered to do the 1.5hr round trip to remove it and wrap it up in a duvet in the boot but apparently that's not an option
It’s definitely an option, just not too sure I want to start messing with something that potentially has unstable ammonium nitrate in it. Not Sure what Stellantis would make of it either when they finally get it. I also don’t know the potential legal issues with insurance, driving a car with a stop drive notice and no airbag. Looked at taking out a temp policy for me to drive it but not sure they would issue one at the moment.My MILs little Citroën thing has the same recall. She's now complaining she can't go to childmind for my SIL.
I've offered to do the 1.5hr round trip to remove it and wrap it up in a duvet in the boot but apparently that's not an option
Understand Stellantis team dealing and the dealers point of view, they haven’t been given any advice or guidance in what to do apart from to tell people not to drive the cars, everyone is waiting for a decision for the upper echelons.
We had our DS3 airbag done yesterday - we are a good customer of an exceptional dealer and they got us in quick (sorry can't name them because they'll be inundated), but I did learn a couple of things.
Citroen have not made any concession to them re courtesy cars, and of course these are all reserved for regular service customers. They are getting a few% on the part and no less than £111 to do the work at the agreed warranty rate!! - next to bugger all, so don't expect the dealers to be tripping over themselves to prioritise random customers over their regulars. The parts themselves however do seem to be flowing, although whether they will keep up with demand, who knows. This dealer is now quoting October for walk-in customers who find themselves at the back of an ever lengthening queue.
Finally, we drove our car there. We figured the risk was no higher than 2 days ago when we found out about it, and it appears the risk is if the airbag goes off in an accident. I don't believe any have just "gone off" inadvertently. Personally, I would drive very carefully to the dealer, but obviously your call.
Citroen have not made any concession to them re courtesy cars, and of course these are all reserved for regular service customers. They are getting a few% on the part and no less than £111 to do the work at the agreed warranty rate!! - next to bugger all, so don't expect the dealers to be tripping over themselves to prioritise random customers over their regulars. The parts themselves however do seem to be flowing, although whether they will keep up with demand, who knows. This dealer is now quoting October for walk-in customers who find themselves at the back of an ever lengthening queue.
Finally, we drove our car there. We figured the risk was no higher than 2 days ago when we found out about it, and it appears the risk is if the airbag goes off in an accident. I don't believe any have just "gone off" inadvertently. Personally, I would drive very carefully to the dealer, but obviously your call.
I work closely with a Citroen dealer (but not for it).
I would just have to ask everyone to be patient. The dealers are being absolutely inundated and there are far too many cars around for anything to happen quickly. Just trust that it will be done at some stage, once you get through the bottleneck.
I would just have to ask everyone to be patient. The dealers are being absolutely inundated and there are far too many cars around for anything to happen quickly. Just trust that it will be done at some stage, once you get through the bottleneck.
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.
We have a C3 and same letter. Dealer said it's whilst you wait less than 30 mins total. But they don't have the part and have no idea when they will have it. 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.
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