On a snowy day in early March, Ruth Joad found herself in a predicament after her car was involved in an accident. Her one-year-old Volkswagen required a new bumper and sensors, and her insurer, Aviva, instructed her to take it to an authorized dealership. However, four months later, she still hadn’t received any updates on when the repair would be completed. Furthermore, it took three months for Aviva to provide her with a courtesy car, and whenever she called for updates, she was met with evasive responses. After the Observer inquired about the situation, Aviva finally informed Joad that the required part had arrived and her repair had been prioritized. The company apologized and compensated her for the delay.
Unfortunately, Joad is just one of many drivers experiencing lengthy delays in obtaining car parts due to a global shortage. The National Body Repair Association reports that insurers are even declaring vehicles as write-offs because of these indefinite repair delays, with drivers now having to wait an average of five weeks longer than before the pandemic to book their cars in for repairs. Many individuals who have reached out to the Observer have been stuck without their vehicles for months without any updates on when they can expect them to be fixed. Particularly in rural areas, a shortage of courtesy cars, also a result of manufacturing issues, leaves drivers effectively immobilized.
Car manufacturers attribute these delays to the impact of Covid and the invasion of Ukraine on global supply chains. China and the Middle East, where two-thirds of vehicle components are produced, experienced lockdowns that disrupted both supply and demand. Additionally, Ukraine plays a crucial role in the production of semiconductors. Additionally, there is a shortage of mechanics and HGV drivers across Europe to handle the installation and transportation of these parts.
However, investigations suggest that some manufacturers may prioritize sales over repairs, leaving drivers feeling ignored. When the Observer questioned delays, several readers who had been waiting months for a specific part suddenly found that it could be obtained without difficulty. For instance, Mark Ellis waited for seven months for a headlamp unit for his Mercedes, rendering the vehicle unfit for driving without lights or indicators. He received no response after contacting Mercedes-Benz UK customer services to raise a complaint. Only after the Observer’s involvement did his car get repaired. Ellis’s situation, according to Mercedes, was due to “global supply issues.”
Anitre MacDonagh faced a similar situation with her Jeep Compass, which was left stranded because a replacement for a defective oil part was unavailable. After five weeks, the dealer informed MacDonagh that there was a production problem and their order had been canceled. According to Fiat UK, the manufacturer required an order of 200 parts before production could commence, and it could take up to a year. MacDonagh and her spouse even contacted Fiat/Jeep dealers in the US, Italy, and Albania in the hopes of finding the part in stock but were unsuccessful. Fiat produced the part once contacted by the Observer, clarifying that there had been an error in the process of obtaining it for the customer.
Clara Coleman faced a different issue when her BMW was recalled due to a software problem. She discovered that a necessary part was unavailable, and the repair might take months. In the meantime, she had to continue paying her finance agreement for a condemned car without a courtesy car being offered. The part was located, and a loan vehicle provided after the Observer inquired about the situation. BMW stated that the required parts were not on backorder but had to be ordered from a central UK warehouse, emphasizing that they strive to minimize disruption for their customers and offer mobility solutions on a case-by-case basis.
According to Chris Rosamond, the current affairs and features editor of car magazine Auto Express, poor communication from manufacturers and a focus on boosting sales rather than prioritizing repairs have caused frustration and uncertainty for thousands of drivers. Because of parts shortages, manufacturers have prioritized new vehicle production and used available spare parts for those cars instead of fulfilling repair orders. This lack of transparency in sharing information via dealers has further exacerbated the situation.
Industry insiders claim that this is the worst shortage they have ever witnessed. Every manufacturer is struggling with the shortage of semiconductor chips, resulting in them being pushed to the back of the queue. Once they do manage to acquire chips, they use available spare parts for new cars as that is where the profit lies. Insurance companies are increasingly declaring vehicles as write-offs for minor damages because it is more cost-effective than providing a courtesy car during an indefinite wait. Unfortunately, it is the consumer who ultimately suffers the consequences, as average premiums have risen by 40% in the past year. According to Confused.com, this surge in premiums is attributable to various factors, including increased payouts for write-offs.
The Association of British Insurers acknowledges the challenges faced by motor insurers due to inflation, supply chain disruptions, and global shortages. They state that decisions regarding whether a damaged car can be repaired or written off are made on a case-by-case basis. There is no legal requirement for spares to be available for a specific period in the UK. However, all major manufacturers have committed to The Motor Ombudsman’s new car code, which stipulates that parts should be available throughout the production of a model and “for a reasonable period thereafter.”
To overcome these delays, individuals seeking repairs under warranty or insurance claims must have their vehicles serviced by a dealer or approved garage. Owners of older vehicles in need of routine maintenance may benefit from seeking independent body workshops and authorizing the use of non-branded parts or recycled components from compatible vehicles. In response to the manufacturing shortfall, the sale of these environmentally friendly “green parts” has risen sharply, and some insurance companies are starting to embrace them as alternatives. These parts can be up to 70% cheaper than new components, reducing the environmental impact of the repair industry.
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