My vehicle went in for a software update on the 31st July 23 which failed resulting in the loss of all sound from the vehicle, loss of parking sensors, loss of SOS capability, loss of voice capability, intermittent faults with Android Auto / Apple Car Play among further possible unknown faults.
Cupra (Dealer omitted) attempted several reinstallations but I was advised on returning the courtesy car and collecting the vehicle and rebooking once they had confidence in their update procedure.
I raised a complaint with Cupra UK (Customer Service) and requested a different service provider and I was assigned to Cupra (Dealer omitted). They initially inspected the vehicle and advised a replacement control module needed to be ordered but they could not provide a lead time, suggesting potentially 6 weeks+.
I requested if Cupra UK could expedite this order and eventually was advised the part would arrive Saturday 14th October so I scheduled my vehicle with the dealer dropping it off 16th October. I was then advised hours after dropping my vehicle off the part was going to arrive on the 26th and did I wish to collect and drop off again.
As of 17 Oct 23 I was still unable to use the majority of my vehicle.
Raised my frustrations with Cupra UK and whether I could get any compensation / goodwill based on my experience of Cupra in general and was told there is nothing more they can do and that the situation now sits with the retailer (they have covered the cost of the courtesy car fuel / insurance)
I was then asked what next steps did I want to take (no suggestion from the customer service advisor) and I asked whether rejection or replacement would be an option pending whether the repair the next week would work and was advised I needed to take this up with my original retailer who would need the car returned for assessment
As of 29 Oct 23:
Unfortunately the part did not turn up as expected on the 26th October, and it didn't turn up on the 27th.. despite having an ETA of the 26th and it's ETA changing to "No ETA for arrival" .. was hoping to have a fully working car again by the time Id returned from my Holiday but it didnt happen, at this point it was 90 days since I could listen to music, use parking sensors or any voice control .. I would have thought by this point they would have resorted to robbing the part from a stock car to get it going..
As of 11th Nov 23:
I was advised 06 Nov the part had been located, apparently coming from VW Castle which is why it was hard to provide an ETA as parts apparently do not usually come from VW Castle.
I was advised the customer service agent had been in contact with VW Castle and the part had a confirmed ETA of the 13th and that he would contact the dealer and ensure I was priority for the repair meaning I would get in ASAP and that a courtesy car would be provided. All looked positive following 103 days of having the faults.
I had to chase up an update on the 10th November as the agent was supposed to provide further update and was advised the part was now arriving on the 20th with a provisional date to get my car in for the 22nd, no apology or reason given for the date change, it was provided as if it had always been the 20th
.Honestly I have no idea how a company functions on a system where ETAs for parts are 'confirmed' but essentially mean nothing and the part turns up whenever the parts department feel like it.
As of 29th Nov 23:
Currently 121 days since I've had a fully working vehicle.
The car was dropped in on the 19th and I was provided a Courtesy Car (V1 Spec).
I was advised on the 21st when I was due to collect my vehicle that there was an issue with the cable required to configure the module and they were trying to work out where to get a new cable (either borrow from another dealer or purchase aftermarket).
I have today (29 Nov 23) been told that in fact the update was attempted and due to a fault with the cable the update failed. Unfortunately this has put the module into fault state and a new 'new' module now needs to be ordered
I'm waiting for an update tomorrow on potential lead times but not holding out much hope of getting anywhere!Really feeling let down by Cupra and I am now looking at potentially rejecting a previously great car with the prospect of a huge loss of value to boot!
Would appreciate some thoughts on what I should / could do next if possible?
