Enough is enough...2.5 years and still faults

[Brockysuperb]

Not long after we bought our Superb iV L&K, the dash/sat nav/infotainment started playing up. Probably there from the start, but we reported it within a couple of months, and waited for an update which our garage (Meadens who we bought it from) said would solve it. Numerous visits later, two and a half years on, it still has repeated faults, cuts out, blank dash with no sat navigation, and so on. Photos and video of these regularly shared with Meadens. Functions have failed such as memory on seats. Car's been off the road half a dozen times, for days at a time. Last week, when in for an oil change, the garage tried yet again...my car wouldn't accept either of two software updates and they've yet again contacted the Skoda mothership. I am worried as the warranty has only three months left, then I fear they'll cast me adrift. It feels the can is being kicked down the road until then. I've asked for Meadens to get the warranty extended for a year at the least, to protect me. They say they'll try but sound pessimistic. And in the survey I gave them two stars...I can't see how I can give more given the issues and years of problems. The service manager rang me to change the review. I like the garage, and him, and have sympathy (but no patience any more!) but what else can I do to make my unhappiness plain. Anyone else got this...any ideas? What's the legal position? TIA.

[KenONeill]

37 minutes ago, Brockysuperb said:

I've asked for Meadens to get the warranty extended for a year at the least, to protect me. They say they'll try but sound pessimistic.

You've done the right thing, but it should be unnecessary for the faults you've already raised.

Quote

in the survey I gave them two stars...I can't see how I can give more given the issues and years of problems. The service manager rang me to change the review.

Which is very much the wrong thing for the service mangler (sic) to have done. If you haven't already done so, ask him to put this request in writing, so that you can produce it in court if required.

[Danoid]

Was it second hand when you got it?

 

If you do sell it, post the reg on here so people don’t buy a lemon

[MarkyG82]

Superb iv comes with mib3 system which is plagued across all brands I think. My Passat GTE has the mib2 setup and has been fine. I think it was an unnecessary move by Skoda to go to the newer untested system.

 

If the car is 2½ years old it won't have been a used buy. That's when they came out.

[Ootohere]

^^^

Apart from all those Ex Management / Ex Demonstrators that Dealerships punt at a nice profit as long as they have done 3,000 miles or they have had them for 3 months.

Not so many right enough during the car shortage, but they still manage to 'drive them' from new and not notice they are 'faulty' and then sell them still needing software updates.

'Never seen that', n

Never heard of that before'.  Overblown on Social Media',  Because 'drivers of 'Ex Management cars' can be 3 monkeys. 

[Brockysuperb]

It was new, and reputedly amongst the first iV's sold in the UK. Not sure if that's part of the issue...but even if it was new tech, two and a half years is too long for Skoda and Meadens to sort it.

[Danoid]

Is there another dealership other than who you use? Might be worth taking it to them and say “I’m hoping you’ll be better at trying to fix it” might be something they’ll try harder at to keep you a customer going forward.

 

As far as I’m aware if it’s in warranty still you can take it where you like (any Skoda franchise I mean) 

 

Have you contacted Skoda directly? If not be worth a shot 

Edited 4 December, 2022 by Danoid

[travs]

My mib3 had similar issues - my dealer brought it in for an update (which worked) but did say that if it didn’t work the next step is to pull it in for new min hardware; which I’d read about on here for unsold Golf 8s. Would have thought the dealer would have suggested - if not suggest it to them (tell them numerous owners on forum have had the same) and if they don’t go along with that then get a second opinion (maybe if someone on here knows a dealer that does suggest it - Allams in Epsom did but hope there are plenty closer who would say the same.

[numskull]

You shouldn’t’ve waited 2.5 years but you know that. 
You should construct an email, giving a précis of the issue, then in bullet point form, giving the dates and numbers of loss of use days you have experienced; ignore courtesy cars etc. because they are not the car you paid to drive. 
Call SUK and ask to speak to their Customer Quality Manager, Emmaline Bruce (how you “manage” the “quality” of “customers” I really don’t know!).

Don’t take no for an answer, as they’re masters of dodging, delaying and deflecting. When you get to speak to her, or their nominated subordinate, follow-up with the email, including Bruce, and time bound it for a response with a solution (you want a new unit of course) so 5 working days should suffice. 

[varooom]

Taken from a MIB3 TPI (Technical Product Information) sheet

 

The radio-navigation system must work correctly.  If the software update cannot be performed because the device
repeatedly switches on and off again (reset loop), the device has to be replaced according to the ⇒ repair manual/parts
catalogue. However, a single reset does not justify replacement of the device. Note that in the case of replacement of the
device the costs cannot be accounted on this TPI.

 

The party line is clear, a single fail/reboot is not enough... if yours has been doing it regularly and you have complained and took it back for exactly this... they shouldn't have a leg to stand on.

Fingers crossed you get somewhere with Skoda UK. 🤞

[Brockysuperb]

So, update  and so many thanks for the support. First is that Meadens are pursuing a one year warranty extension. Skoda Customer Services couldn't help  and now its gone to the above mentioned @numskullEmmaline Bruce at Head Office. I also raised @varooom 's TPI note, and am told its not applicable as my fault apparently is with the interface with the dash...what they call an SBK fault. Not withstanding it means seat memory is down, door mirror is now playing up, main infotainment unit randomly goes into night mode in bright daylight (and dash), and (logically if that's the cause) the dash fails to show sat nav and defaults to blank. But, a new fix is now at the garage, and it'll go in again next week. Maybe this time? Again, thanks.

[Danoid]

2 hours ago, Brockysuperb said:

So, update  and so many thanks for the support. First is that Meadens are pursuing a one year warranty extension. Skoda Customer Services couldn't help  and now its gone to the above mentioned @numskullEmmaline Bruce at Head Office. I also raised @varooom 's TPI note, and am told its not applicable as my fault apparently is with the interface with the dash...what they call an SBK fault. Not withstanding it means seat memory is down, door mirror is now playing up, main infotainment unit randomly goes into night mode in bright daylight (and dash), and (logically if that's the cause) the dash fails to show sat nav and defaults to blank. But, a new fix is now at the garage, and it'll go in again next week. Maybe this time? Again, thanks.

Personally when you pick it up ask one of the mechanics to come with you and go for a drive, if it plays up (test everything multiple times) leave it back with them. It’ll be better to do that then take it home thinking it’s all good 

[numskull]

20 hours ago, Danoid said:

am told its not applicable as my fault apparently is with the interface with the dash...what they call an SBK fault

WOW!!!  So they didn’t know what the fault was on the previous 1/2 doz visits hence why they were unable to resolve the problem (nah… there’s nothing wrong there/they all have that feature/do that) but, quite miraculously, now, they do and guess what… this one (which they’ve admitted now there is a fault and therefore there has always been a fault - keep hold of that) does not involve replacing the head unit. Brilliant. And utter boolocks; dealers simply lie with impunity and quite incredibly, a straight face. 

[Danoid]

1 hour ago, numskull said:

WOW!!!  So they didn’t know what the fault was on the previous 1/2 doz visits hence why they were unable to resolve the problem (nah… there’s nothing wrong there/they all have that feature/do that) but, quite miraculously, now, they do and guess what… this one (which they’ve admitted now there is a fault and therefore there has always been a fault - keep hold of that) does not involve replacing the head unit. Brilliant. And utter boolocks; dealers simply lie with impunity and quite incredibly, a straight face. 

You quoted me but not my reply somehow, but I do agree with what you’re saying as they sound inept at fault finding/resolving

[numskull]

Well, to be accurate, I quoted a selection by the OP from his post you quoted in your post….
 

On 08/12/2022 at 17:30, Brockysuperb said:

am told its not applicable as my fault apparently is with the interface with the dash...what they call an SBK fault

…which I’ve now corrected.

 

WOW!!!  So they didn’t know what the fault was on the previous 1/2 doz visits hence why they were unable to resolve the problem (nah… there’s nothing wrong there/they all have that feature/do that) but, quite miraculously, now, they do and guess what… this one (which they’ve admitted now there is a fault and therefore there has always been a fault - keep hold of that) does not involve replacing the head unit. Brilliant. And utter boolocks; dealers simply lie with impunity and quite incredibly, a straight face. 

 

[Brockysuperb]

Update: Well, the latest 'update' failed again...and in fact my iV has developed new fault codes. My garage are being very honest, and again they're trying to resolve it with the Czech mothership.  So I'll leave my Superb for a week in the New Year. Meanwhile Skoda UK have failed to respond to the garage to extend the warranty (see above) or indeed respond at all. If the dealers can't communicate with Skoda...what chance do customers have. I see other iV software issues in other threads...can see a class action coming round the corner.

[MarkyG82]

Have they actually changed the unit?  Assuming the MIB3 system is the culprit for all your errors that is.

 

I know I said it above but the tried and tested MIB2 in my passat has been fine.  Don't know what VAG did with the MIB3 design to make it so unreliable but it's a widespread issue.  Mostly solved by replacing the unit.

[numskull]

I never understand the illogical decisions MM’s make regarding warranty replacement of faulty parts. The damage it does to the product reputation of the is immense, any possibility of a repeat purchase is dramatically reduced and the actual cost to the two companies (dealer and manufacturer) is huge; financially and in terms of poor PR.

 

If they’d just replaced the unit when it was identified it was faulty, the time and money saved would’ve more than covered the replacement cost. And of course, the customer is delighted. 20 years ago, Skoda was fantastic in all these areas and now there the same as all the others. What a bunch of idiots…. 

Edited 31 December, 2022 by numskull

[J.R.]

2 hours ago, numskull said:

20 years ago, Skoda was fantastic in all these areas and now there the same as all the others. What a bunch of idiots…. 

They were indeed and word of mouth brought them thousands of new customers previously loyal to other makes.

 

But they also had superbly reliable vehicles back then, when a problem occurred they went out of their way to fix it further increasing their brand loyalty, I took a 2001 Octavia 1.9 TDi to 325000 miles over 14 years and only needed to look at this forum twice during all that time (coolant temp sensor and door lock microswitch) compare that to the K-rap that owners of new vehicles are having to put up with from a manufacturer that no longer gives a Four X, the joke reputation that Skoda unfairly had in the 70' and 80's is well deserved today.

[MarkyG82]

Unfortunately I don't think any of the VAG outfit are much better. If I was looking for the best reliability I'd be looking at Kia/Hyundai.

[numskull]

Well, to be fair, Skoda products have been in the top 15 of the U.K. JD Power Reliability Survey for the last 10 years so I guess that’s not too bad. Kodiaq was #1 this year for reliability and #5 overall. Warranty direct state Skoda comes 4th overall in their experience for reliability, with the Superb being the most reliable model. 

[MartiniB]

11 hours ago, MarkyG82 said:

If I was looking for the best reliability I'd be looking at Kia/Hyundai.

 

 

yes, with current Superb Mk3 2016 220ps FWD i had ~20 service visits during first 3 years,
but none of issue made me stay on the road as i have experienced with previous Hyundai Sonata 2009 2.0 CRDi AT,
which gave me regular, 5x during 7 years, travel to service on car evacuator

 

my next Superb Mk3.5 2023 280ps AWD will arrive in near months
 

 

[numskull]

9 hours ago, MartiniB said:

yes, with current Superb Mk3 2016 220ps FWD i had ~20 service visits during first 3 years

In the mid ‘80’s, I got rid of a 2 y/o Fiat Argenta as it was such a lemon (and Fiats biggest dud I should add) and I had a Friday night cocar Escort XR3i which was SO bad, Ford took it back. 
I see you’ve kept the Superb and it hasn’t put you off obtaining another. 😊

[MartiniB]

@numskull

ha ha, never say never

 

most argument is price, but other candidates also were tested,

one year ago, my subjective rating:

 

[ApertureS]

1 hour ago, MartiniB said:

@numskull

ha ha, never say never

 

most argument is price, but other candidates also were tested,

one year ago, my subjective rating:

 

I love the enyaq rating  you sat in one yet? must say.... very very disappointing for the price tag!!