Judgement - some bad... some good.

The Ombudsman Liaison Man called on Tuesday. And again on Wednesday. Tesco's engineer called on Wednesday too. Unfortunately I was away in Germany on business so didn't answer the calls.

On Thursday Tesco's engineer called to say he was authorised to fix the Secondary Air Injection Motor which is good. After a little wrangling he also agreed to get an under tray fitted which is also good. But the plastic inner bits of the wheels he wouldn't sort out which is bad. It seems that he wants me to make the arrangements to get it sorted too which is a bit tricky and not what I'd expect from a professional insurance company. I said that I would call the Ombudsman Liaison Man about the wheels.

I called the Ombudsman Liaison Man. He wasn't interested in sorting out the wheels. He's not interested in compensating me for the aggravation, the cost of driving backwards and forwards to collect the car, the insurance that I've paid for a car I was unable to drive, the phone calls (Tesco aren't a free number on a mobile), getting the car finally diagnosed or indeed anything else. He's closing the file and will issue a letter to that fact which he agreed I ought to have by Wednesday 31st March 2010. Clearly I'll have to take those things up with the Ombudsman.

The Ombudsman Liaison Man was again surprised that I still haven't got details of the engine. I know that this seems a small point but, according to their website, the DVLA require the information. The precise details I need are summarised below:

Change to engine and cylinder capacity (engine size)

DVLA will need written evidence of any changes to engine number and cylinder capacity (cc). Written evidence can be:

• a receipt for the replacement engine
• written evidence from the manufacturer
• an inspection report provided for insurance purposes
• written confirmation on headed paper from a garage if the change in engine size took place before you bought the vehicle

I don't know what the penalties for not doing this are but I do know that Tesco will be unwilling to pay them.

Progress... ?

On friday the Ombudsman Liaison Man did call back as promised. Thanks to him. He has all of the evidence (apart from the car but I've ranted on about that already). He'd even called SEAT to check on their diagnosis (it's a faulty Secondary Air Injection Motor) and asked if the damage could have been done in the accident. The faulty Secondary Air Injection Motor is right behind the dented bit in the picture...

SEAT said it could well have been damaged in the accident.

The Ombudsman Liaison Man will call back on Monday after he's assessed all of the evidence.

You'll notice that from the picture the dog clearly went under the car rather than over the car as there's no bloodstains on the bonnet and windscreen. This might suggest that any damage to the bottom of the car - you know like the exhaust, catalytic converter etc was also done in the accident. I think that maybe this ought to be checked before Tesco and the Ombudsman Liaison Man close the book on this.

At last contact... but I called them :(

I just spoke to the Ombudsman Liaison Man. He's still gathering evidence but should be ready tomorrow or possibly Monday - somewhat longer than the five business days promised! He still doesn't want the car to look at but is quite interested in my printout and will contact SEAT for a copy of it - he did want my copy but that's (a) paper so difficult to send and (b) evidence that the car wasn't correctly repaired.

Here's a scan of the printout showing the problem.

The Ombudsman Liason Man sounded a little surprised that I still haven't got the details of the new engine number etc. Personally I'd say I was disappointed but not surprised considering the track record.

I suggested that watchdog and Trading Standards might be interested in the case today. The Ombudsman Liaison Man agreed that Tesco et al wouldn't look good.

The Ombudsman Liaison Man promised to call back tomorrow regardless of what happens and whether he gets all of his evidence.

Diagnosis from SEAT

I've still not had any calls which is disappointing.

Earlier this morning, the car was analysed on the SEAT machine and there is a fault from the yellow engine warning light. It seems that the Secondary Air Injection Motor is faulty which is what is turning on the light. The motor is a sealed unit just behind the radiator - you'll remember that that was completely destroyed - so in all likelihood was damaged in the accident.

I'll call the Ombudsman Liason Man later to see what he has to say.

Still waiting...

Well it's Wednesday 17th March and the Ombudsman Liason Man hasn't managed to call even though he has clearly had a full five days to consider his decision. I'd call today but I forgot the letter with his number on it. I'll call tomorrow.

On Saturday 13th March I got two letters from the Complaint Person. They were both exactly the same and dated the 8th which suggests that first class postage from Tesco is very slow. The letters basically said that they'd done everything that they can and the car is ok and actually it's me being unreasonable and trying to rip off Tesco with the growling gearbox - something that I pointed out was faulty before the accident to them! Anyway it was all very defensive and not very helpful but then reading this blog that isn't really a surprise is it. The only positive thing is that he suggested I might get the car looked at for a second opinion by SEAT.

I called SEAT in Galgate and they're going to look at the car tomorrow morning. The are very friendly and jolly helpful even fitting things in really early to work around work. What a refreshing change.

It's still not working

It's now a week since the engine warning light came on again and I've heard nothing further from Tesco complaints department, The Ombudsman Liason Man or the engineer.

I videoed the lights dimming the other night. It was in the dark so it's fairly easy to see what's going on. I'll try to post the video for you all to see soon. I'm not sure if I need to have an image of a current newspaper just to prove that the video is recent - if someone in authority would like to comment I'll see what I can arrange.

Having driven the car for a week it does sound a bit rough. This could be an exhaust problem or just an engine problem but whatever it is it wasn't there before the repairs.

The whole car still shakes when idling. This isn't very apparent in the back but it's very noticeable in the front - particularly if you're the poor soul holding the wheel. I'm very sure that the bosses of Tesco, Churchill and UK Insurance wouldn't stand for their cars being repaired to this sort of standard and so I don't see why I should.

Computer says no

Apparently the bonnet and bumper and wings are slightly different colours and that's because some are metal and others plastic and the bonnet didn't need respraying. Ok.

Apparently the rear wash wipe didn't work before the accident as it is blocked and reattaching it did nothing. Ok.

The local SEAT garage got the radio working. It took them quite some time more than the 20 minutes suggested.

The random bits have now gone. I have a new button which doesn't seem to be missing from my car so someone else might be pissed off too now.

The engine warning light was turned off... Not sure who did this...

The engineer drove the car and said it was fine. But he didn't try the lights in the dark and he wasn't told of the vibration and erratic revs.

It was taken to a SEAT dealership who inspected and drove the car and also said it was fine. They prepared a report and I asked for a copy but the engineer didn't send me this. When I spoke to them they hadn't been made away of the problems with the car and so they didn't try the lights in the dark and weren't told of the vibration and erratic revs.

It was put on the special computer; the special computer says NO.

Eventually the car was returned on the 2nd March 2010. Visually the car seemed to have developed really badly scratched wheel centres which were fine before the last visit. I called my complaints man at Tesco to tell them this before I even unlocked the door but they didn't believe me because the engineer says they weren't touched and so they must be fine. He said I had to check the rest of the car.

I checked the rest of the car...

All of the engine problems are still quite apparent as is the crazy dipping lights. However, the engineer drove the car and said it was fine. The computer said it was fine.

My complaints man said that as far as he was concerned everything was ok with the car because the computer says so and the case is closed. I tried to suggest that eyes and ears and a sensitive bottom (sitting in the car when idling is a bit like sitting on a washing machine) have been used as sensory devices for far longer than computers. But the computer says no he said. He explained how we now rely on computers and if the computer says no that means no. I didn't mention that I program computers for a living...

I contacted the Ombudsman that afternoon. The following day I got some documentation from him. I am still waiting for the promised documentation closing the case and the engine number) from Tesco.

On the 5th March the engine warning light came on again. It remains on.

On the 8th March I called UK Insurance. Apparently they underwrite Tesco insurance. I was passed around and promised that someone (possibly my friend the complaint man) would call back. They didn't call back but the Ombudsman Liason Man did.

The Ombudsman Liason Man (he works for Churchill who seem to be UK Insurance too) is going to review the evidence and see if I've been hard done by and will call back in 5 days. I offered him exhibit A (the car) but he doesn't want to look at that.

I'm sending The Ombudsman Liason Man a link to this blog as some evidence.

Fourth return

There were a number of issues:

• Fylde Coast Accident Repair Centre had told me that they couldn't get the radio working again as they didn't have the code and it wasn't in the book. I didn't have to code either (I'd bought the car second hand). So the radio didn't work. Apparently this is a 20 minute job to fix if I went to an appropriate garage or so I was told by Fylde Coast Accident Repair Centre - why they didn't go I couldn't really work out.
• As the engine had been changed I was driving it at no more than 3500 revs (I'd been told to do this when I bought my first Leon brand new in 2001). On the 30th January the engine warning light came on and stayed on.
• There were various bits in the car. There was another valet's rag under the passenger seat and a small plastic panel that presumably fits something.
• The rear wash wipe didn't work whereas at the last service this was reconnected.
• I have no documentation at all with regards to the new engine. According to the DVLA you have to inform them of any change to the vehicle (like a change of engine). I'm not sure of the penalties but I don't want them. And I'm doubly sure that Tesco won't be that keen on them either.
• The bonnet, wings and bumper are all slightly different colours.
• The whole car shakes when idling and the idling is somewhat erratic.
• The lights dim off when the engine is started from cold for quite some time. This is the dash as well as the headlights.

On the plus side, the clutch (I'd had that fitted by Volks Service while they had the engine out) works well. Also the grinding of the gearbox which was always there hasn't got worse.

I called Tesco on the 5th February 2010 to suggest that something was done. I really didn't want Fylde Coast Accident Repair Centre to get the car back so I didn't want to call them. I had to go to Anstruther that day and wanted reassurance that I could do that in the car even though the engine warning light was on. They really couldn't give any guidance as they weren't an engineer. The boss called back later and he couldn't help either because... you've guessed it... he's not an engineer either. My problems were escalated to a complaint.

I went to Anstruther and back doing no more than 3500 revs and all was well.

A few days later a complaint person called. A little later and another complaint person took over the case. After quite a lot of discussion he got the car taken back to be checked (10th February 2010). Unfortunately it was collected by Fylde Coast Accident Repair Centre despite me clearly saying I really didn't want them anywhere near it.

It's fixed - the fourth time

Fylde Coast Accident Repair Centre delivered the car back on the 26^th January 2010.

They phoned to check all was well the following day but I hadn’t had it long enough to tell.

Third return - rejection

As I set off from the garage on Friday 22^nd January 2010, I hadn’t driven more than 100 yards before noticing that the speedo wasn’t connected.

Clearly the car that had just had a new engine fitted hadn’t been tested properly - like driven down the road. The chap that brought the car out from the back hadn't noticed this either.

Fylde Coast Accident Repair Centre were mildly apologetic. At the time they did suggest that driving a car with a faulty speedo is quite legal and it would even pass the MOT which is something that is questionable and is certainly not good advice.

It's fixed - the third time

I went to collect the car again on Friday 22^nd January 2010.

Fylde Coast Accident Repair Centre had kept it for an extra day to check the work was done correctly by Volks Service (they'd changed the engine).

January...

A few days after collecting the car Fylde Coast Accident Repair Centre called to tell me what was wrong. Apparently the oil pump had failed and in the words of the engineer at Fylde Coast Accident Repair Centre the engine had eaten itself from the inside and I needed a new engine.

The engineer tried to suggest that this could be a coincidence but they accepted that it was more likely to be accident damage. Considering that the previous visit to them was blamed on an oil starvation issue then a failed oil pump might have been the problem there too.

Whenever I spoke to Tesco (later) they thought that the engine was replaced as a good will gesture. I find it highly unlikely that a garage would replace the engine of the car and the oil pump at vast expense as a good will gesture when they're bothered about limiting the courtesy car to 200 miles a week.

Second return

The car was virtually unused over Christmas (although the clutch pedal vibration remained throughout) until I went to Capernwray Quarry, Carnforth onthe 28th December 2009. A number of people all commented that the car didn’t sound right including a friend that owns a garage. They suggested that the engine was now a diesel as well as that it sounded like a little steam engine when idling.

I called Fylde Coast AccidentRepair Centre on the 29^th but there was no answer and nobody called back despite me leaving a message.

The next time that the car was used was the 30^th when I went toLeyland. On the way back the oil light came on and then just as I got home it remained on and flashed.

I called Fylde Coast AccidentRepair Centre but nobody answered so I left a message and contacted Tesco directly who did manage to contact Fylde Coast AccidentRepair Centre who arranged to pick the car up early the following day. I contacted Tesco to arrange for insurance cover for the courtesy car. This begs the question as to whether I was covered all of the other times that Fylde Coast Accident Repair Centre gave me a courtesy car and I didn’t have to arrange cover.

The following day nothing happened. The courtesy car that I’d got covered with Tesco was double booked and Fylde Coast AccidentRepair Centre only contacted me late in the morning to tell me. The boss did offer to meet me to give me a different courtesy car but as it happened I wasn’t the nominated driver for a New Years party and so I didn’t need a car until Monday when they picked mine up.

I did have to rearrange cover for the courtesy car with Tesco and this time I was shown a massive price list just in case I damaged their car. I was also limited to 200 miles per week which somewhat stopped plans I had to visit family in Watford (400 mile round trip) which we'd put off at New Year because the car didn't work!

It's fixed - the second time

I was able to collect the car on the 23^rd December 2009. There was a lot of vibration through the clutch pedal on the drive home which I intended to report to Fylde Coast Accident Repair Centre but as further events transpired this wasn’t necessary.

First return

On the morning of the 4^th December 2009 (i.e. the day after collecting it) the car would not start. Fylde Coast Accident Repair Centre collected the car and supplied a courtesy car. They couldn't start it either.

Fylde Coast Accident Repair Centre sent the car to a specialist - Volks Service - who reported that a valve was stuck due to oil starvation...

Volks Service removed the head and sent it to be tested and skimmed by another company Road and Rally.

It's fixed - the first time

I collected my car in the dark (so I really couldn’t check it) and drove home on Thursday the 3^rd December 2009. I was encouraged to fill in a customer satisfaction form at Fylde Coast Accident Repair Centre saying what a marvellous job had been done. I really wish I'd waited now.

Once home I removed the sopping wet rag left by the valet and closed the back window that had been left open.

Of course I drove back home cautiously without going too fast - there's speed cameras all along the A583 anyway.

November...

The car was recovered and eventually taken to Fylde Coast Accident Repair Centre – this didn’t actually happen until the 10^th or 11^th of December because they were very busy. After that nothing happened because the car needed assessment by the engineer.

I got a courtesy car on the 11th. It was a Chevrolet Matiz. Fortunately I didn't need to take anything big or heavy in it. It certainly isn't a replacement for a SEAT Leon.

After approximately a week – you’ll have to forgive the approximate figures but I didn’t realise that I’d need to write this and need to keep careful records – the engineer assessed the car and declared that he wasn't sure. So, some parts were ordered so that the engine could be tested to ensure that it was worth repairing the car.

After another week the engine was deemed ok.

After about another week the car was ready for collection.

The only contact I had with Tesco during this time was to demand that the courtesy car was returned after fourteen days (on the 25^th November 2009) even though the delays were down to the repairers and Tesco and not me. Fortunately Fylde Coast Accident Repair Centre supplied a courtesy car instead so I was at least mobile.

Saturday 7th November 2009

I reported the incident to Tesco in the morning.

They informed my that it would count as a fault accident because they couldn't recover their costs - something that they haven't even tried to do even though (according to some of my dog owning friends) lots of dogs are insured these days.

As I was away for a few days the following week and now not doing anything that weekend I did not require or get a courtesy car until the following Wednesday (11^th November 2009).

Friday 6th November 2009

My car was involved in a crash on the M6 motorway on Friday 6^th November 2009. I was driving in heavy traffic in the outside lane at approximately 70 miles An hour when a dog appeared in front of me. I hit the dog which disappeared under the car banging on the bottom and causing the car to issue a warning beep and flash the warning red light. I immediately pulled over to the hard shoulder. The engine was still running. The front of the car was bashed in, the bonnet and lights pushed up, the radiator was destroyed and there was oil everywhere. There was clearly other damage too (The recovery chap thought that there was a problem with the exhaust). I have photos of the car in this state.