New car warranty doesn't matter. (But something else REALLY does...) | Auto Expert John Cadogan

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[@SomeGuyInBrisVegas]

Reports like this is what makes you so interesting to listen to. Your combination of experience, knowledge, communication skills, humour and an actual conscience.

[@boblekewl]

John I have worked in the Auto industry for 20 plus years, having spent most of those dealing with warranty. Whilst the sentiment of your video is admirable & I 100% agree, most car companies love to talk about “looking after our customers”, their actions often tell a very different story. But I feel you do miss a few vital points: 1. A consumer taking a car company to consumer court does not cost thousands. In fact lawyers attending those type of proceedings is very rare. The reason for this is that under the guidelines of all the Consumer Courts is it is a way to raise a complaint without needing a lawyer, like you would in a proper court. Princess Posh would have engaged a lawyer as her time was more valuable than the cost of her lawyer. Now if a consumer rocks up to a proceeding & the car company brings a lawyer, they can ask for the court to NOT allow this, as it is not in the spirit of court. I have many first hand experiences of a sitting member instructing a car maker to send a representative from the company who is not a qualified lawyer. But I have also NEVER seen a member not allow the consumer to bring a lawyer. So my advice to people is if you feel wronged, go to the consumer court like VCAT, NCAT,QCAT, ect, as they are pro-consumer most times. I think a video on this topic, aka how do take a car maker to Consumer Court without a lawyer, would be very helpful to your viewers. 2. Zero car makers set their warranty rules. They are dictated, yes dictated, but the overseas HO, who give zero F**K’s about what our laws are. This was not always the case. If you want a case study of a car company who went from Hero to Zero for looking after customers extremely well, Holden is the golden example. I worked at Holden during the Peter Hanenberger days & the amount of goodwill/out of warranty assistance given was amazing. What was even more amazing is this week & truly predated the ACL we have today. After the ‘Mericans installed their own people, as history shows, Holden was gone within 8-10 years. 3. Careful what you wish for warranty wise. Car makers are businesses. Doing the right thing costs money. They are not charities. Hence if the law dictates remedies, the cost has to be recovered somehow. Easiest way to do that, especially now with a shortage of cars? Increase the prices & establish a new pricing norm. I.e. Petrol being over $1 a litre used to call outrage. Petrol companies hiked it up long enough, that now people see it at $1 & celebrate it is so cheap. Same theory with new car pricing.

[@jimmypincottrally2258]

Having had the “pleasure” of working at a multi franchise dealership in parts and servicing I can add that Suzuki and Mazda are both tremendous to deal with on the warranty front. We had a number of customer vehicles which both brands were happy to address issues, supply courtesy cars, provide future discounts etc particularly in Suzuki’s case. On the other side of the coin we had Isuzu at the same dealership, they were extremely difficult to deal with from a parts and warranty perspective, even on things that were acknowledged as issues such as D-max and M-ux turbo recalls and air con evaporators. We had an 8 week lead time to source evaporators for customers. Meaning they all had no air conditioning in the middle of summer. Isuzu flat out refused courtesy or hire vehicles for any of them. Certainly weighed on my mind where my money went after seeing behind the curtain like that

[@p38arover22]

After my wife's experience with our local Ford dealer, I probably wouldn't buy another Ford. The dealer blamed my wife for a noise in the front (it was a gearbox bearing). Fixed under warranty. When it occurred again, they said it was her driving. We traded the car in on our first Forester (we are on our third).

[@gregsvoboda1100]

My Sorento main fuse died three months after the 5 year warranty run out, the dealer said 1500 dollars with parts and labor, they said they would ring Kia head office and see what they could do for me. to my surprise., they came back and said free of charge. would buy another one at a heart beat

[@Malthiusau]

The dealer brushed off the pensioners, then later in the story you say that after you contacted the manufacturer / distributer that "I guess they did some calculations internally about what was right, how is this going to make us look[...]". The vast majority of us don't have a KZbin channel with 300+K subscribers to influence that "how is this going to make us look" equation. I commend you for reaching out on behalf of some people who were in need, but a longer warranty gives me comfort that I'm in a stronger bargaining position when I need to advocate on my own behalf. (I say this as someone who has two Subarus partly based on your recommendation of the brand.)

[@tomnewham1269]

But even if the car is under warranty, the manufacturer can still be arseholes like what happened to the Princess. If she didn’t stand up for herself and spent money on lawyers, she would have been left high and dry. Most people cannot afford to spend money on lawyers and so it is best to buy cars from a reputable manufacturer regardless of their warranty period.

[@Malthiusau]

@@tomnewham1269 I agree that the reputable manufacturer is key and don't dispute that a longer warranty from a manufacturer who is happy to throw you under a bus or go to court to fight you is less valuable than a shorter warranty from one of the good guys (unless you have the resources and willpower to fight it out Princess style.) I still disagree with the premise in the title of the video that "New car warranty doesn't matter." In John's example above, if the pensioner's vehicle was still in warranty I'm sure they'd have felt more confident pushing back against the dealer who brushed them off (if the dealer even would have). John's video was prompted by a query regarding whether the additional two years of warranty from Kia (compared to Hyundai) matters, and I'd argue that it does because both are reputable manufacturers. I've had a water heater replaced under the Australian Consumer Law three years after the warranty expired because I was able and willing to fight them, but I'd have much preferred to wave the warranty at the manufacturer than have to spend a month having cold showers while we argued about it.

[@andrewver]

I've been telling (moaning to) anyone that would listen this exact point! I did economic geography at university, and there is huge difference between having a program/warranty/policy/law/resource that exists... and having a program/warranty..... that is actually accessible to use! Accessibility measures and analysis (qualitative and quantitative) really are is one of the most under under-appreciated topics in public and academic discourse.

[@hadynvisentin2525]

Absolutely brilliant report JC, I used this legislation with Toyota.. They tried to duck and weave but ultimately they replaced the dashboard in my sons Aurion.. despite him being the 4th owner, the vehicle having 215000kms, no service history!! It was a long shot to say the least but they did replace the dashboard because it’s expected to last the life of the car. In short the dashboard had a sticky texture that reflected like sun on water. I don’t know, probably from too much sun exposure but they replaced it after I sighted safety concerns and quoted the accc legislation.. And it was only because I watched your original report on the topic years ago.. 100% MALS mate. Cheers to you and your no bullshit channel.

[@sandybutt9898]

My son has a Toyota Aurion with a similar issue. I'll pass this news on to him. Thanks.

[@samatza]

What a great result!

[@KHGuitarFreak1988]

It's probably the composition that they used to allow the material to be biodegradable

[@ChimericWings]

I've had two '07 aurions with this exact issue and never knew I could do anything about it

[@rayalford7434]

Toyota replaced the dash on my Aurion when it was just shy of 10 years old.

[@No0ne31]

John, complying with the law is a a good starting point. Look at the construction industry...you can spend million of dollars on a piece of air in the sky (apartment) that falls apart after a year and the builders don't even comply with the law (opal tower)! Makes the Range Rover look cheap...

[@JamieLannyster]

dodgy builders disappear, big named auto brands aint going anywhere... they also have a reputation to protect.

[@georgemaragos2378]

Hi- that is a trend in Australia ( and possible other parts of the worlds ) - i blame local council, they have gotten rid the local inspectors and have been using 3rd party assessors, who in these cases dont inspect and test properly or if you want to be negative just get paid and sign off. On top of this most large builders, tend to advertise as ABC company, but when you job is done they have negated the contract to ABC comp[any version 12345 as any negative issue related to the smaller subsiduary company not the original big name company Then you have the next few tiers under them, who for every project get a new ABN, do the job, then stop trading ( and dispose of the original mobile phone ) and close the ABN as no longer trading, how do you get your 10 year structural, then when you have a tradesman turn up to fix finds a can of worms in bodgy work

[@born2fish00]

@@georgemaragos2378 and don't forget the flammable cladding debacle - state and local govt happy to take the sugar hit of stamp duty / planning fees / ratepayer revenue; but nowhere to be found when they move the goalpost on cladding for buildings that met their original building laws, but now need expensive remedial fixes at owners cost.

[@farnarkleboy]

@@georgemaragos2378 State Govt's changed the local inspectors under pressure from the major builders , the councils had no say in it.

[@oldbloke100]

@@georgemaragos2378 It was Bob Carr's labor government in nsw that started to let builders sign off on there own work and done away with inspectors.

[@StinkyNewYork]

I think the fact you stepped into the situation with the pensioners had a big impact on the manufacturer's decision. I have no issue with that, I appreciate it. Thankyou John

[@brentonl1746]

I have always found Lexus to have incredible customer service and after 43 years of buying cars from cheap to damn expensive I can honestly say Lexus wins hands down.

[@rhok9007]

just bought a NX300= worst experience ever

[@basilbrushcam]

John, I'm pleased that I can say my fine 2015 Hyundai Elantra SE has had every logbook service done at the Lakes Hyundai where it was purchased, the fine chariot has recently had a check-up and was returned with a clean bill of health for its 230,000km service. The customer service has been top-notch every time ensuring that apart from the normal consumables it is still running without any major repairs every day in-fact I would gladly run it from Brisbane to Perth and back without hesitation. Baz

[@Khalil786110]

Anyone who has owned an LW/LW MkII Ford Focus with a PowerShift DCT will tell you that Ford doesn’t give a shit about Australian Consumer Law.

[@sjb2471]

They didn’t, until the ACCC fined them $10m! Since that time service quality from that brand has increased significantly.

[@Khalil786110]

@@sjb2471 I beg to differ. I’m part of a FB group of people who own Ford PowerShift vehicles and the consensus is that Ford has improved only marginally. Interested to see what the final decision in the current PowerShift class action suit against Ford is.

[@markh.6687]

"At Ford, Quality is Job NONE!"

[@stitchjones7134]

My Pop had a diesel Peugeot 504 back in the day. He was a bit of a Peogeot tragic, and had a couple of them before acquiring his new 504. That 504 was apparently an absolute lemon, as it spent more time in the shop than on the road. He wrote a letter to Peugeot, I don't know what was in it that letter, but they replaced his Peugeot with another 504. They had a lifelong fan in him after that, even though the 505 he later bought was riddled with electrical gremlins. I don't think he hit them up for the 505 as I seem to remember him trading it on a Hiace. The hiace lived forever.

[@jameshamilton533]

Moved from Mercedes to Kia a few years back. The Merc continually had minor issues that were a hassle to get fixed. The Kia has had no issues and the customer service at the dealers service department has been excellent. Plus I don’t receive a list of “recommended work” to the tune of $5k each time I take it in.

[@VH-gw3qi]

You’re spot on John, one brother in law drives LandRover, sister Mercedes, other sister Volvo, my brother Volkswagen …. I’ve driven Lexus since 2008 after having owned some German brand cars … guess who’s having all the problems, … not me !! Thanks Lexus 👍🏻

[@stuartwalker1062]

Interesting you listed BMW as. Good guy…. I had a very positive experience that I thought was going to be a nightmare. They were fair and reasonable and sorted the issue I will now buy another BMW as a result of that action. (BTW, it was a motorcycle, not a car)

[@michaelbamber4887]

Yeah, bmw are very good with cars and bikes here in the uk, back in 2005 I bought the brand new r1200rt, as I mine, cash out right. So having had it 12 months or so, done 6k miles, serviced at bmw. I washed the bike and put it away till next weekend ( I'm a hgv driver so away all week) next time I come to move it, I couldn't? Eh, I thought 🤔. Brake pads had stuck to the discs, nevermind, fire her up an ride forward, well the discs smashed. I'd never had cast iron discs on a bike before, and because bmw hadn't put it in the manual, they paid for new discs, pads and fitting!

[@timcollins380]

Great video John. In 2008, I purchased a Range Rover Sport which spent more time at the dealer than in my own garage due to front wheel vibration, 6000km from new. Replaced wheels, tyres, discs, calipers, steering rack and more. Still not fixed. I demanded a replacement vehicle but of course the dealer's liability was limited to repairing the existing vehicle. Some one slipped me the MD of LRA's email. I contacted him. I received a reply, LR was not willing to replace the vehicle, liability limited to repair and politely told me to go somewhere called "off". I continued to pester them daily. Eventually, big boss called me. After explaining how I intended to publicise the matter and how much I was willing to spend to do so (massively exaggerated on my part of course) I was offered and took delivery of a replacement Range Rover Sport with delivery kms a couple of weeks later for no additional cost to me.

[@geneva760]

HA - never give up - well done.

[@lovenottheworld5723]

I know someone who had their volkswagen serviced and when they got it home found one of the hubcaps was missing. The dealer refused to replace it on the grounds it was too expensive. That was a couple of years ago. Too late now.

[@errolrasmussen4375]

Hi there Jc has there been any problems with the 10 speed automatic transmission in the 2021 Ford Ranger cheers Errol.

[@barryandrew]

Very valid point about the ACCC being asleep at the wheel, John. Take the unknown number of Jetstar customers who have been dudded with useless travel vouchers after their flights were cancelled due to COVID. I'm one of them. Legal opinion is I am entitled to a full cash refund. It's not worth the cost of taking Jetstar to court, which is probably what their management are relying on.

[@acchaladka]

If you bought a refundable ticket, you're due a refund. Problem is there are a lot of people who bought non-refundable tickets who think they're due refunds despite the contract they signed and language they ignored.

[@larkhill2119]

@@acchaladka You cannot change consumer law by a contract. We elect idiots to do that. A recent decision of the Full Federal Court has lowered the threshold for unconscionable conduct. The decision of Australian Competition and Consumer Commission (‘ACCC’) v Quantum Housing Group Pty Ltd [2021] FCAFC 40 (‘Quantum Case’)

[@acchaladka]

@@larkhill2119 I know that Air Canada succeeded in defending itself on exactly those grounds in the Australian court system in the past year. Not sure if the plaintiff settled or the decision was published but it would appear that if non-refundability is prominently enough disclosed as a condition of carriage, it holds up. Don’t know what to tell you other than, maybe ask around until you find the case (I’m not an attorney, just married to one.)

[@larkhill2119]

@@acchaladka Only married to one. Wait till the kids legal up on you as well. Nothing listed in NSW in courts. Just a few ask nicely customers in the media told no. However The US Department of Transportation is fining Air Canada US$25.5 million (~AU$34 million) for “extreme delays in providing required refunds” Definitely one to avoid. Lets just say I heard no one is being chased at the moment in Australia tax wise or the whole airline industry will fall in a heap

[@larkhill2119]

@@acchaladka Found it Webb v Flight Centre Travel Group Limited [2021] NSWCATCD 31 (13 May 2021) Air Canada cancelled not Flight centre the agent. He represented himself in court, and failed to present his case correctly,

[@hisheroship]

This is awesome. Every owner of an 80 series Landcruiser would reasonably expect 800,000 to 1,000,000 km from the car. Mine has 540,000, I’m guessing mine is still under warranty. Not that it matters, it is running perfectly.

[@sheerluckholmes5468]

See if you can find the story of the Volvo P 1800 in the US that clocked up 3.25 *million miles* Volvo were definitely on board there.

[@nudibanches]

370,000 on mine, 1FZ, engine never opened, ticking along brilliantly. Just run in really.

[@jarlnieminen4307]

My 60 series odometer doesn't work. 😆 and holy hell does it have a lot of rust. Toyota is going to have to give me a new one.

[@kerrynball2734]

The problem you have is you can't buy a new car that will meet your expectations. I've got 540k on my 4Runner. It's not going to happen that way anymore. My wife's D4D needs an injector at 120k.

[@nudibanches]

@@kerrynball2734 I agree, and this is a pretty good analysis of why: kzbin.info/www/bejne/iZawi3p_eLOGg8k

[@jcv551]

Great video John, your a great story teller and couldn’t make it any easier to understand.👍

[@richardlove4287]

Your best video yet mate. Thanks for your consistency in both content and frequency, love your work.

[@Bobby_Jane]

Totally agree John. My parents bought a new 2013 Hyundai 130. Unfortunately this vehicle was a bit of a lemon. It needed 2 new engines. While this was annoying to my parents they would absolutely buy a Hyundai again because throughout the whole process Hyundai treated them with dignity and respect and never once fobbed them off or asked them to pay a cent. They provided loan cars and could not have been more apologetic. They choose not to judge Hyundai based on the errors of manufacturing, but on the customer experience. This makes me, and all of their friends/family much more positive to brand Hyundai.

[@ConquererWarrior]

Yesterday I was treated the opposite. flogged me off, belittled me as I am a woman.

[@MattBlack6]

When looking for either a 5yo Kia Sorento or 5yo Hyundai Santa Fe last year. There was basically not a single Kia anywhere within cooee of the Hyundai prices (early 20s, was our budget). I'm putting it down to a mixture of slightly more room in the Kia, but also 2 year remaining warranty on the Kia. It seems very important to people still.

[@MH-gq3xk]

I must say I had a Volvo XC 90 years ago and I was the second owner it was well out of warranty and when I put it in for service the dealer found the the gearbox was not working properly so they contacted head office and it was replaced and no cost to me hats off to them much appreciated

[@marlobardo4274]

I cannot think of many commentators, not just car commentators, but in any area of know how; who have such command over both practical wisdom and wisdom concerning universal truths as it applies to their area of expertise. Indeed it is rare for any human being to be able to say something real and with insight into these two aspects of wisdom.

[@Paul-fr5ht]

Great report John. I have experienced this first hand a couple of years ago when Mitsubishi put in a brand new engine in my 9 year old Challenger at no cost to me. Well done them. Thankfully I haven't experienced the other side.

[@ljdperth4608]

I know a person who has considerable funds and he can afford whatever vehicle he wants. He dumped his wife's Merc at the first opportunity. And because he can afford whatever he wants - he told the buyer of every problem with the vehicle and sold it to them at a considerable discount. He subsequently purchased an LC200 VX (this was in 2016). :)

[@peppermcdonald9156]

Thanks for explaining the merc badge as it does my head in.

[@daveryder8275]

Well done John , you cleared up a few points that didn't know

[@sheerluckholmes5468]

Always amazes me that manufacturers spend thousands to get me into their showrooms and then try to coerce me into buying their shitbox only to throw me under the bus when it suits if things didn't quite go their way. It seems they are in an incestuous relationship with their advertising agency and want to keep spending money enticing people rather than trying for repeat business with the first customer.

[@wood2259]

John great report. I recently had a recon gearbox pack it in before hitting 10000km. Old mate said bad luck it's out of warranty etc. I wrote to him pointing out the consumer guarantee legislation and that I could get Fair Trading involved if required and he had a complete change of attitude. Well worth have a read of the legislation before going in to battle with a cock.

[@NewGoldStandard]

I wish we had that kind of legislation here in The US. However, seeing as we don't, you may still be able to learn something about individual car companies based on the warranties they offer (and how they honor them) in other countries like mine. Edit - You just had to add that bit about the Golf at the end. It's not like I don't know!! I know she's no good for me! We just had this connection and I keep thinking about her...

[@markh.6687]

US States may have similar legislation; in addition, there are "implied warranties of merchantability" and such that could be used by a smart lawyer who wants to make a name for himself/herself.

[@NewGoldStandard]

@@markh.6687 I imagine that's probably true. In the end, it likely comes down to John's main point: what is the general ethos of the company you're dealing with.

[@sbGOM]

Pretty sure you have reverse onus lemon laws; and their national, whereas in Australia consumer protection is totally fragmented between State and Federal legislation and agencies allowing a huge amount of buck passing.

[@geneva760]

There are 'lemon laws' in most - if not all areas of the USA - and a specialist lawyer by the name of Steve Lehto handles a lot of matters involving 'lemons' and he is also a cay guy.

[@LittleWeekendWarriors]

Suzuki told me 2 drops of water found in my fuel is the reason for my intermittent misfire issue. It took a good 4 months for them to acknowledge there was an issue and less than a week to turn it around on me and told me the warranty is now void.🙃 billed $140 for the pleasure and quoted $1400 for a repair that’s not guaranteed to fix the issue. The car is one year old. Yippee.

[@justgarethsphone9663]

Magnificent video. I’m about to buy an LDV v80 or deliver 9 this weekend and this puts my mind at ease a little Bless you sir

[@robvanduren761]

I brought a new deliver 9 about 3 months ago. It is 200% quieter and more comfortable than the T6 I had. (T6 I got new) So much more depreciation on the bigger vans compared to the more common smaller vans. T6 sized ones.

[@p38arover22]

Think yourself lucky. Back in 1971, I bought a new Hillman Hunter Royal 660. The warranty was 6 months or 6000 miles (10,000km). A few months after buying it (in Carnarvon, WA), I drove it to Sydney. It was out of warranty by the time I arrived in Sinney.

[@adamdixon2251]

Bloody thing is probably still going

[@p38arover22]

@@adamdixon2251 It is. I had it until 2008. It's now in Canberra and still on the road.

[@dougstubbs9637]

Did you ever sit down on the handbrake? They were worse than a HQ.

[@p38arover22]

@@dougstubbs9637 No, not that I recall. Although I did have a friend whose girlfriend used to impale herself on the gear lever of his car. :)

[@glenwindsor53]

Can definitely agree with JC about Toyota being on his list of manufacturers that take the Australian consumer legislation seriously. My 2015 Hilux was 5 years old, 2 years out of “warranty” when Toyota bought it back from me at full purchase price plus refunded me for any accessories that couldn’t be easily removed IE spray in tub liner etc. The car had multiple dpf failures, multiple timing chain failures, multiple driveline component failures over 5 years and 78k of driving which meant it spent over 9 weeks in the last 3 years of ownership sitting at the service department getting fixed. It was serviced on time by a Toyota dealer and was used as Toyota marketed the car. I retained every receipt for a defect/service and accessory the car had and offered to supply them to Toyota Australia along with my formal letter of rejection in November last year. A few phone calls and emails later Toyota was looking into the history of the car. 6 weeks after my initial contact I was called by Toyota and told they had agreed to the terms I had written in my formal rejection email ( new car or refund) and asked which I preferred. Yes I got a lemon from Toyota but in my experience their customer service is second to none. I did contact legal aid after sending the email but thankfully I didn’t require help as Toyota Australia were really good to deal with and only required the necessary documents and photos to to assist my case. Before watching JC on his channel I had no idea the Australian consumer legislation existed. I owe you a big thanks John, you saved me a lot of cash and on going issues from a shitbox car. Glen W

[@Ascend777]

Good for you! Toyota can afford to buy back their lemons. Ford and Nissan reported annual net losses, assuming from their numerous warranty repairs. They can't afford to buy back their lemons nor can they afford to pay for their warranty repairs.

[@bryanjuni706]

Such a good report! I am not looking at a new car currently (just yet) however I have often fussed over warranty in the past. You have now bought my mind into the reality of warranties! Thank you! I bought a Mazda just prior to the changeover from 3 to 5 year warranty however i must say that the Mazda dealerships (and Mazda Australia) have been really good (no cost) for the few little things I have had done (replaced a battery for free after only 2 years, and something in the suspension). So I'd buy Mazda again.

[@oldbloke204]

I get what you are saying but the average buyer is going to understand 7 years or 100k more easily than having to deal with a tribunal or whatever else but you do make a good point. I was thinking of turning over our low k Hyundai at the end of its warranty period for this very reason but due to job loss and not wanting to spend the extra coin, even if I could find something to spend it on, we decided to keep it. I will however remember what you said about this should we have a problem. An interesting, I think, story along these lines. Recently my brother in law was driving his approx. 8yo 46k twin cab ute when it overheated. Luckily he noticed and limped it home but it was a known issue and the thing was shagged. Much consternation and upset was had as he loves 4wd'ing and it meant that the vehicle was basically a throw away due to the cost of a replacement engine. We suggested he go back to the dealer and they replaced the engine with no fuss whatsoever other than a delay on parts which is just par for the course atm. He ended up paying for a couple of things to go back on the motor new instead of putting the old bits back even though they were low km's. A very happy chappy and a good job by this manufacturer. Chapter and verse but sometimes these things do have a happy ending and yes it was dealer serviced on schedule. Thanks for the video.

[@octavianpopa3635]

Great one again mate, thanks for that!

[@cabansail111]

Kia did a job on my father. He bought a used Rio from a Kia dealer when it was 18 months old. One of the selling points was the balance of the warranty. He noticed that there was always hot air coming from the vents unless he had a/c on. He queried that with the dealer. They said it’s normal for that model ( yeah right) It slowly got worse then the engine “went poopie in its shorts”. No problem, he had the balance of that warranty. Apparently it’s original life was as a hire car. They missed the prescribed services so hence not covered. The 7 year warranty was still there but now did not cover the drivetrain. Reassuring if the sun visor had a problem. He did try legal route with a lawyer who was a friend. He tried but soon said they would be better off giving up. He did locate a mechanic who put in a short block motor for $5k.

[@markphillips889]

Must say your portrayal of poor and good service is far more informative than isolated events reported in the media. The "culture", practices and intent of players in this and other industries should be more visible than it is for intending buyers. I hope you continue to make such issues visible to the larger public.

[@chompeyboy]

Top work John!

[@hackney7106]

Great discussion & very informative!👍👍👍👍

[@mgrant011]

Thanks John great clip. Links what you informed me about my wife’s driving mods to her car.

[@AdventureCampingAustralia]

I almost switched off this rant John, started to loose interest through the "consumer law" section until we got to the princess and your final point. Probably your best video yet. Great point for buyers to consider.

[@warrendavis9212]

John what's with this Right/Wrong sermon? Next it will be a Good/Bad discussion leading inevitably to a discussion of different ethical perspectives. C'mon that's not taught in engineering courses is it? Leave such discussion to Arts Courses? Or maybe Ethics should be compulsory in all university courses? Love your work by the way!

[@dxbmick]

Was hoping Tiffany was going to used as a metaphor. Evil, saintly.

[@Beer_Dad1975]

@@warrendavis9212 I had to do Ethics and Professionalism at Uni doing a software engineering major in the late 90's! Actually really enjoyed it and it was an easy distinction pass & also served me well in my career. These days I believe many universities force students, including STEM majors to do courses on intersectional studies and such, to make sure they are all PC enough and aware to check their privilege.

[@richardbrimble1319]

Best vid yet John. Great points throughout.

[@K8TO88]

Great advise, this law has helped me on a number of times….

[@robc2280]

Great report, John, thanks. Interesting comparison with the Hermes handbag example. Not a handbag, but I had a similar very positive experience with a furniture company last week. Ordered a lamp, a bookcase and some other shelving from these guys online and had a delivery date slated about 4 weeks later. COVID lockdowns intervened and quite understandably the date was missed. I gave it about 2 weeks then emailed to check we still on their books. They did a quick check of their records, came back within 5 minutes to assure me we still were but because of lockdowns the factory staff weren't able to achieve their original schedules. They apologised for not having proactively let us know, gave me an admittedly qualified new date, and as gesture of goodwill, sent me a $50 gift voucher. Yeah, I know the voucher is for their store so I will go back and spend more, but they were quick, positive and looking to make good. I'll confess I've never dealt with a car repairer, dealer, or manufacturer with that attitude. Cheers.

[@The-Wise-One]

Brilliant Information.... Thanks as always for being a Star

[@stephenridgway2720]

Tell John that my i30 N-line has a 7 year warranty due to a special offer that was made available at the time of purchase! And this is my 5th Hyundai!

[@peppermcdonald9156]

Well explained John.

[@brad9529]

Gooooood video, great info for us Straylians 👍👍

[@captainbarnicle8548]

Thanks for the heads up on the ACCC laws. It'll come in handy for my mate to get his money back from Phillips for the faulty sleep apnea machine he bought recently.

[@p38arover22]

I'm pretty sure there is a recall on those Philips machines.

[@kenwarburton2578]

Very interesting John, as I have a similar problem as the pensioners you mention. My Hyundai i40 has had a catastrophic engine failure having only recorded 61,000 miles. I have owned it for 18 months, and driven 8,000 miles in that time. Although it is 9 years old, I would expect a diesel engine to cover many more miles without any issues, but I am told by a local mechanic that one of the pistons has melted. I have written to the car dealer and I am waiting for a reply, but to be honest, I aren't holding my breath. After hearing your comments, I will write to Hyundai UK, and hope that I get a positive commitment to help. Wish me luck John, and thanks again for this interesting report.

[@petesmitt]

Mazda E-series vans, also Ford Econovan, back in the 90's had a paint durability problem, with the roof paint peeling off in sheets, the colour coat separating from the primer underneath; clearly a manufacturing fault with unacceptable quality due to the painting process, but because it took some years of UV exposure to occur, Mazda and Ford just ignored all the complaints, telling buyers the vans were out of warranty.

[@dougstubbs9637]

Early failure of the front suspension @60,000 klms was a issue. Expensive when the alignment Bloke rings and drops the bad news. Spread across a fleet. Local dealer couldn’t give a c** t full of cold water. They were delivered on a National purchase deal, nothing to do with us, contact head office etc….

[@GuitarsRockForever]

Good one John.

[@stevens15007]

I have a jeep and SSANGYONG, SsangYong warranty seems solid reading feedback and by experience. Jeep are terrible but they do fix things just take 6 weeks...

[@Low760]

I've actually had a good experience on a family members TDI Jetta, 8 years old. They covered 30% of the cost for engine work, it had just under 100k KMs on it so I guess that was a factor, but it was still somewhat covered.

[@lesmansom7817]

Excellent 👍

[@nevarran]

Pretty much the exact opposite situation here in Italy. I've had nothing but positive experience with Mercedes. And a friend of mine who had a Hyundai got rid of it after having some staggeringly incompetent servicing and customer support. I would suggest to him that he buys a Hyundai badge and hang it upside down as well, except it would look the same.

[@gerrypetrocco5551]

Without question an excellent report & a few good laughs .

[@pamnuman1619]

Nice report. I always believe that if something goes wrong it will be in the warranty period. I have a Kia Rondo7 from new and 5 year warranty. (2014, 7 year wattanty started) It is now 9 years old just over 230k and never had an issue. As with all my cars I had servicing done on time. Maybe I`ve been lucky and hoping that the new Pajero Sport will run just as true, as this is the 7th new car

[@holdenbrougham1923]

the land rover story really set the scene , i bet she wished she'd just bought a toyota which i admit try's to maintain its reputation of quality standards , but even heard stories about toyota , but ford i,ve heard the most about , and i like my fords well the old ones from 79 backwards , VW shit heard just as much bad news on , even had my experiance with holden and don't even wonder twice why they folded and killed it, i love my holdens just as i do my fords but once again the older ones, kia and hyundai are both quickly climbing the ranks but do the same side step past their loyal buyers too , my attitude now to new cars and warrenty is like yours John , owners of these lemon cars should always go to consumer affairs if dealer fucks you about ,, amazing how quickly they then try to avoid legal battles ,, and reason with you on repair or replace cost at min

[@tomnewham1269]

Probably best go to the manufacturer first if a problem arises and the dealership is washing their hands of it before going to consumer tribunals. A lot of the time it is the dealership that is doing the stalling as they don’t make money doing warranty repairs.

[@garysheppard4028]

This has been going on for a while and it appears that some leopards don't change their spots. I had a friend who bought a new Festiva many moons ago and it shuddered like crazy at highway speeds. He took it back and back until eventually they said thy couldn't fix it and he'd have to live with it. He ended up speaking with some higher-up in the Ford chain of command who said: "Listen mate, you know it's a dud. We know it's a dud. But you're stuck with it. You can take us to court but it's you against us and we will just spend until you run out of money and then we win by default. Sorry, but that's just the way it is".

[@Thane1607]

Would of been great to get that on tape.

[@garysheppard4028]

@@Thane1607 Before the age where people could do easily do that unfortunately.

[@pstanyer1]

My kia ceed had a faulty brake caliper 6years and 7 months into my ownership in the UK. They didn't hesitate and swapped both from calipers and pads. Free of charge. I was totally amazed. I thought the brakes were more like a service part with limited wear and tear. Guess what I bought a new one. So good warranty equals happy customer

[@geoffreilly5352]

well said John

[@AquaMarine1000]

Rock solid advice.

[@asplumb]

Hi John. You might have to argue over and over again with Ford or Nissan to have to have a minor issue fixed on a car they made a couple on thousand dollars on, but I can go to Specsavers and have my $99 glasses adjusted and new nose pads fitted indefinitely.

[@davidtoyne3224]

One of your better offerings John, well done.

[@mtuohy6054]

Excellent again John, a wealth of knowledge we can all use, I wish I had of seen this article before buying a NISSAN NAVARA 2018 with 28,000 k's on the clock then battling with the dealer LAKESIDE NISSAN in S.A. and NISSAN oz for 2 years to have a " Wobbling / Vibration " issue fixed, they knew exactly what it was but would not let on that they knew as the hundreds maybe thousands on of NISSAN NAVARA owners with the exact same problem, it most likely would have cost NISSAN $$$$$$$$$ to have to fix the fault in their vehicles, they know exactly how to play it out knowing the average bloke won't be able to afford taking it to battle, exactly what you have just done this article on. And no, Consumer Business Services in S.A. and the ACCC were no help at all, I really hope everyone takes particular note of the manufacturers you mentioned to steer clear of.

[@bruceyates4448]

Hi John Currently my 73 year old female friend has her 2015 Hyundai i30, that has been fully serviced at the correct intervals (by Hyundai dealerships only) pulled apart at Castle Hill Hyundai for the last three weeks after being serviced ($816) and diagnosed with piston slap. The car has only 92000 km on it. Hyundai Australia agreed to pay for a new block and other parts to complete the project. A comment was made that this has some sort of different oil pump to the original. We reluctantly agreed to pay the estimated cost of $3200 for labour to get it back on the road. Last last week I was informed that the head need to be serviced (no nickering please) at an additional cost of $500 by a separate head specialist. I reluctantly agreed to this just to keep things moving forward. From an engineers prospective does this seem right or should a new head been supplied from Hyundai to complete the engine to a fully "warrantable state"? They estimated that she may not get the car back for another two weeks. That is a lot of walking to the shops for an old bird. Do you think she should sell the car and buy something else even though she only does minimal Kms? I just know she will be hearing gremlins in the engine. Love your KZbin channel and wish I had found it before I made the mistake buying a 2015 Mercedes SLK250.

[@froggy0162]

I would say they should cover the head service. What they will be doing is having it machined to seal properly with the new head gasket, which frankly is just part of the job of replacing the block. It would not need doing if the engine wasnt pulled apart, so I wouldnt be paying for it!

[@froggy0162]

Given the general "quality" of workmanship at dealer workshops, I personally would unload it asap... But it might be fine - get it checked over by an independent mechanic you trust to make sure its been screwed back together properly.

[@khalidacosta7133]

@@froggy0162 No mechanic can tell how well it's been repaired without taking it apart... they can spot missing bolts etc but not if the head was torqued down correctly... and in the right pattern etc.

[@froggy0162]

@@khalidacosta7133 Given my experience of dealer “mechanics”, missing bolts and missing parts is exactly what I’d be checking for! And you can tell how much care has been taken by looking at the work.

[@whitedogproductions6153]

Cheers John

[@DDB168]

Just read about the Sally Morphy case on your website ! What a coincidence !! Dunno about Victoria as Poshtovia though 😉

[@mrhenry3437]

The '300 Series' Toyota Hiace, Which I purchased with all confidence has a front end problem by design! Excessive wear and tear on the tyres at the first 10k service was a shock. Even driving it like my greater elder! I hear it's a common problem and I would be great if you can raise the issue Mr Cadogan.. happy to pass on more info!

[@AF-hd2dg]

Bought a 2019 GLS TRITON, second owner, 37k on the clock and turbocharger has failed. Car only has a stainless snorkle fitted onto it and its only been on the beach once on Australia Day Long Weekend 2021. Mitsubishi has stated a foreign object/sand was the cause of this and deemed it not a manufacturing defect! Ask how a foreign object /sand get past the air filter and Mitsubishi couldnt answer my question and just sent a generic email that says its not a manufacturing defect and its their final decision The dealer has stated that it wasnt their decision to decline the warranty and it was Mitsubishi Motors Australia; called Mitsubishi Motor Australia and they stated that it wasn't there decision to decline the warranty and it was the dealer. So right now I am literally over the brand! Even stated that this car was meant to go gazetted roads and Mitsubishi brushed me off and just sent me the generic email.

[@mikedunkerton3484]

One of your best yet. Keep up the good work. If enough people avoid problem brands, perhaps the brands will change their approach. But then again, perhaps not. I am only dreaming, they would probably prefer to withdraw from our market.

[@sjjwright]

Hi John. 100% agree. I'm big on brand loyalty based on customer service/support. Shout out to Mazda....last year my 2016 Mazda 6 diesel with just shy of 200K blew a head gasket requiring an engine change. (news to me that a head gasket on a diesel was such a huge deal! - I assume the head gasket caused the issue requiring a new engine). Long story short, Mazda provided both a new engine at no cost to me as well as a loan car while mine was out of action. All they required from me was evidence of a complete service history (almost all done by an independent mechanic as opposed to at the Mazda dealer). I didn't cop any resistance even though the car wasn't in warranty on years or kilometers. Either way, since then I've purchased two new Mazdas (CX-8 and CX-5), both lovely cars to drive, and me with the confidence that Mazda aren't likely to try and stiff me if anything should go wrong! It's a pity more companies don't get the fact that people want to be brand loyal....it's akin to barracking for your football team....it's just that some companies treat people so poorly that they send that loyalty elsewhere. Keep on keeping them honest!!

[@born2fish00]

Great overview John - glad I went with the BMW X5 instead of the Merc GLE re: after sales care. Also, an idea for a future video: the misleading naming of car models. For example, Merc GLE 300d is only a 1.95L @ 4 cylinder (BMW at least calls their comparable model the 25d), and the GLE 400d is the 2.927L@ 6 cylinder (BMW calls theirs 30d correctly). The Merc salesperson lost me as soon as he said the GLE300d was a direct match on engines with the BMW 30d - that says a lot about the approach to customers of the 2 brands, and surprised the ACCC doesn't call out these misleading marketing practices.

[@Josh-sj1ho]

Ever since benz has started down sizing engine displacement, they haven't quite changed the respective numbers that once represented the vehicles displacement. IE the, AMG 63 lines only having a 4.0 motor

[@kmskmwsmfd]

Thanks dude. Gold.

[@clubgus07]

John i would also choose your brand carefully regarding parts Availability. you see many moons ago my brand new Kia Cerato had a scratch on the steering wheel there was no spares in Sydney Or Australia so they ordered the steering wheel from sth Korea now it took kia dealer 4 months or so to order me a part from South Korea and the part was shipped by boat. Now as i was waiting for the wheel a another part i thought looked worn out for a new car was the dash board info button i also asked kia to replace this, no parts in Sydney etc… so another order from Sth korea Hq.so the day came for fitting and the steering wheel arrived damage from memory and info button was for a kia Rio. Anyway long story short after anther 4 - 6weeks steering wheel replaced but lost in translation info button was for a Sportage never got replaced to this day as i gave up. Now you can see why i may not be choosing a certain brand for next new car the warranty was just a waste of my time i had to keep driving back and forth 200km from Wollongong to Parramatta to be disappointed.

[@sbGOM]

Yet. My BiL has a Stinger GT. He was advised by KIA the paint had a defect. He'd not noticed any issue. They took the vehicle and provided him with a Stinger GT loan vehicle - for 3 Months - so they could send it back to Korea strip it down and respray it. Now that's customer service.!

[@clubgus07]

@@sbGOM i wont be buying another kia from Parramatta or any other place it was just too much driving on Congested sydney roads at peak hour to do service and warranty. All my Roster days off were wasted there were some great Sunny days i spent at Westfield Parramatta waiting for hours from 9am till 3:30pm for the Cars service or warranty to be completed.

[@ConquererWarrior]

Hi John, I have a 2017 Hyundai Kona which did have problems from the beginning. I was visiting Hyundai service too many times. My experiences have not been welcoming of their assistance. I lost a lot of work taking my car back to them. First week I had an issue with the steering so took it back they could not find issue, took it back again and yes they had to replace two components related to the steering. Then I had another issue they replaced that. Six months later I had a problem with the muffler. First visit mechanics could not find a problem, then the second visit still could not find the problem even after I told them it is the muffler but no dont listen to me. Well the third visit I told them again including I am losing work continually bring my car back and it is a brand-new car. Well mechanics found the problem and yes it was the muffler, it needed replacing which was replaced. Then I had an issue with the back seat latch on left side. Well they did not want to fix that so I took it back again and they replaced the part. When the company made my care, I feel they just threw the parts together on my car, hit and miss. Hyundai did not care, they messed me around so many times. I have the 7year warranty in which Hyundai were telling me it finished last year so I debated this with my papers. No apologies from them that they were wrong but stated it finishes this year2023 but it finishes October 24 which my papers state. Yesterday I took my car to Hyundai as I have an issue with steering. Only happens now and then but steering has like a rubbing feel when turning the wheel. It is not aggressive, and the other problem is The steering makes a clicking sound in reverse turning the steering to the right when the car is cold first thing in the morning. The service man told me I need to pay and the warranty wont cover if the part is loose. We did a test drive and he told me nothing is wrong with it in his professional opinion. He stated this three times. He told me not to come back with my car. 7 Year warranty is useless. He flogged me off which I felt belittled by him. I would not purchase another Hyundai again.

[@josephhalwagy6435]

Mate......You are the best......

[@thepragmatist71]

Great video JC. I think what is also important for the consumer is the approach they take to the company. Go in with guns blazing and walls will be erected. Go in with an attitude of finding an amicable resolution will have a much better chance.

[@geoffreywrigley2139]

exellent report

[@mickbrenton]

Come on John! We have the best legal system money can buy!

[@David-lr2vi]

No expense spared! The lawyers love it!

[@mickbrenton]

@@David-lr2vi Bingo!

[@geneva760]

@@David-lr2vi Yes - damn lawyers should be a FREE service to the likes of you.

[@id70b40]

I bought a new hyundai i30 SR back in 2018. Warranty is important to me too. I owned the car for a total of 9 mths. Many issues from almost day 1 and it ended up in an argument/stalemate with the guys in hyundai customer care head office. The car was a lemon and hyundai finally agreed to a full refund thanks to using the ACCC legislation, the dealer stepping up ….. oh and a little bit of media exposure With the refund I bought a 18 mth old Golf Gti privately and had the VW extended warranty transferred over…. Yes I’ve had some extended warranty work done BUT with no argument or agro or hassle… who’d have thought that so far VW has proven a better ownership experience than hyundai.

[@michaelschablon6148]

Hey John. Very informative. Great stuff. How about a general list of those good , mediocre and cock manufacturers. Your opinion only of course.

[@loc4725]

I would have named the manufacturer of the pensioner's vehicle, mainly because it looks like they got some great aftersales care in that instance. 9 years old, serviced by their son and they get a new engine? Fantastic. Puts some vendors Ford to shame.

[@paullarsen8859]

Here in American I get a 10/100k warranty on my Hyundia. Haven’t kept one more than 7/60k cause I’ve wanted upgrade in options safety features. Traded my Santa Fe 3 row for the new 2 row. Didn’t need the extra seats for me and wife. Love the new and updated safety features and ride quality is better too. Dealer sold my old one in less than a week, some one got a great car. Didn’t get rid of it because it was bad just wanted to update features love the old Santa Fe , just love the new one more

[@darylcheshire1618]

Subaru have been good to me and the only issue I have is that after some light 4WD-ing a plastic part broke under the driver’s seat and the plastic skirt at the base has come slightly adrift. I told the dealer and the part was ordered early 2020 from Taiwan (or wherever) but due to Covid or whatever reason the part has never arrived. Enquiries lead to we’ll send you an SMS when it arrives. It’s now more than a year and a half and I wonder if it’s still out of stock. It’s not a show-stopper and the seat is still comfortable. Not sure what to do next but keep asking. I’m reluctant to hit them over the head if there are supply issues but a year and a half is a bit much without an explanation.

[@majortom1164]

I've recently test drove a near new (2018) Hyundai from my local dealer. They offered a new car warranty. They got my money.

[@butch7292]

Hi John, I was towing my caravan in my 2017 bt50, which I owned from new, and suddenly going up an incline, Bang, I apparently sheared the welds or something on the flex plate, I called my Mazda dealership and they said get it to us, so $450 later it was at Mazda. It was out of warranty of course but I have always serviced it there and always on time, and when I went to pick it up they apologised for the inconvenience, replaced the flex plate and torque converter, gave me another 2 year warranty and said no cost and have a lovely day, that blew me away and I am forever grateful to the service manager at my Mazda dealership

[@AutoExpertJC]

That's a great report/result mate. Well done, them.

[@butch7292]

@@AutoExpertJC yeh thanks John big shout out to the service manager at Caroline Springs Mazda

[@sandybarnes887]

Ahh. So that's why it's hung upside-down and why you created the 3 pronged suppository. Thank you for the explanation

[@adoreslaurel]

Think Benz fired a rocket at him about the Swastika thing.

[@cdm297]

Loved every bit of this video. So what manufacturers would be in the top 3 in Australia ? After watching this video I have decided to first select the manufacturer and then the car 😇. Thanks a lot for such informative videos 🙏

[@neilgorin1037]

Nice illuminated Yugo badge you have there.

[@kyawlinhtoo]

Never buy a Ford ! As much as dealership wants to help! Ford AU’s HQ just brushes you off. This is in regards to the 2013 focus dct issues

[@dougstubbs9637]

Behaviours have not changed since EA days. Ford earned my unsub years ago.

[@nordic5490]

And yet, Falcons routinely go 1M kms

[@AF-hd2dg]

Same with mitsubishi mate!

[@stevenmitchell7830]

Mercedes Gosford replaced our failed radiator and transmission when we were two years out of warranty. Couldn't be happier and bought our next C200 from them because they genuinely care.

[@AUmarcus]

Sounds like that particular dealer is an exception to the Mercedes norm.

[@stevenmitchell7830]

@@AUmarcus I can't speak about other Mercedes dealerships, but Gosford Mercedes has been exceptionally good.

[@Danger_mouse]

A very timely report. They indeed are asleep at the wheel. The consumer rights guarantees are pointless as there is no governing body ensuring that its recommendations are followed. Taking an auto company to court for not following the guidelines is not financially possible for owners. New vehicle warranties in general are only as good as the company execs allowing the warranty departments to actually looking after their customers. Certainly in my own experience Nissan, Ford and Toyota care not what customers think about their lack of coverage for genuine warranty matters. I have a $15k Sherco Dirt bike and customer service from Sherco Australia and its dealers is amazing. For $40k 2017 Navara I had to fight for every little repair and still did not get some genuine warranty items repaired!