Terence S

Cannot be trusted

My radio head unit was stuck on German language and the radio didn't work. I tried to change the language settings and to reset the system by pressing various buttons (mainly following the manual). One of their guys tried exactly same on their forecourt and he soon discovered he couldn't fix it by these routes. He suggested I book it in to get it fixed. So I did just that. It was booked in for 9 June 2025 and at the end of the day I was advised that the investigation conducted had simply involved trying to change the language and resetting the system. Well, I had already tried this and so had their service guy. I was charged £168 inc VAT for the investigation which was a waste of money as the investigation was rudimentary and added no value beyond that already undertaken by me at home. Furthermore, I was told that I needed a brand new radio head unit and that to supply, fit, and programme it would require a further 1.30 hours of work - at a total cost of £4,142.40 inc VAT. After a bit of online searching I discovered that the radio head unit could be fixed and I found a guy on eBay (there are several) who did indeed fix it for me at a total cost of £125 including postage and VAT. The unit has been returned to me and is working perfectly again. I am very unhappy with this for several reasons: I was given the clear impression that the unit could not be fixed and that only a new one would resolve the problem. I now know this to be untrue. Either they should have advised me that it could be repaired and that repairers exist, or they could have effected the repair directly with a repairer on my behalf. This would have been decent customer service, rather than simply trying to get £4,000 out of me for a new unit! £4,000!!! Not only did they propose a new unit that was not needed, but they proposed that 1.30 hours would be required when my subsequent experience shows that the repaired unit can be removed and reconnected in a few minutes, and works good as new. I paid £168 for an investigation that added nothing and attempted nothing beyond procedures already tried. They have refused to reimburse me. Date of experience: 09 June 2025