Until fairly recently I hadn’t heard of The Motor Ombudsman (TMO), an organisation that is there to sort out disputes between customers and the automotive sector. In the past I have expressed a bit of scepticism about how effective these service ombudsmen are, but I have to hold my hand up and say they did [eventually] come up with the goods when we had an issue with Renault.
Our campervan conversion is on a Renault Master, a reliable work-horse sort of van that it would be reasonable to expect would keep chugging on for many miles. And yet, on our last trip to Spain ours let us down dramatically when the power steering suddenly failed in a Lidl car park in Guernica, having driven only 30 km from the ferry at Bilbao. It turns out that without power steering it is a herculean effort to wrestle a Renault Master into a parking space! One telephone call and our breakdown kicked in and after a wait of a few hours in the mid-day sunshine we were taken on the back of a large lorry to a friendly garage [in the photograph] in a town near Bilbao. None of the mechanics spoke English, we hadn’t even got into the swing of Spanish after being in the country a few hours, but everyone smiled a lot.
At the time our van was only four years old and power steering was still covered under the warranty. We informed our breakdown about this but they weren’t keen to move us onto a Renault garage as they thought this could prolong the repair and our need for alternative accommodation. This was possibly true and we were eager to be back on the road.
After a nail-biting day and night, when we didn’t know if it was a big or a small issue, the problem with the power steering turned out to be a relatively simple electrical fault and the local garage had our campervan up and running by the afternoon of the next day. We were relieved to only have to stay one night in a hotel and there was a lot more smiling all round.
In the meantime we had spoken to our Manchester Renault garage who suggested that Renault UK might just reimburse the £130 the repair cost us as it was covered by the warranty in the UK. When we returned home we contacted Renault, pointing out what good customers we had been at Renault Manchester, that the power steering should never have failed and how inconvenient this was on holiday. We hoped for an apology for the disruption and, knowing they had no obligation to pay us anything, a contribution to the cost we had incurred as a gesture of good will. Instead Renault responded very curtly, stating that they were not required to pay for a repair carried out by a non-Renault garage.
We would have been happy with just a few quid to shut us up but Renault’s response was so dismissive and thoughtless we were pushed into standing up to the might of an international corporation, a bit like David fighting Goliath, and call in The Motoring Ombudsman. The TMO took up our case and at first got the same uppity response from Renault. The TMO came back to us shrugging their shoulders in a Gallic way, saying there was no more they could do.
We were a trifle despondent to be beaten but didn’t think we had anywhere else to go. Then a few months later, quite mysteriously, TMO emailed us again to say they had reviewed our case [?] and were contacting Renault once more. We didn’t hold our breath but this time, again mysteriously, they either caught Renault on a good day or maybe gave the case to someone more experienced. On this occasion Renault reacted in a more customer-focused manner and offered to fully meet the cost of the repair and added a little something for our inconvenience. Of course, we accepted!
It isn’t quite the victory of David over Goliath but we were grateful to be listened to and did say a big thank you to The Motor Ombudsman and to Renault!