My Vauxhall Motors Warranty Experience...

"1. Wednesday 4 June 2025 - Eden Vauxhall to Phil..."

Good Morning, I am writing to inform you that unfortunately the genuine compressor that is required to repair your vehicle is no longer available, This means that it will not be covered under the lifetime warranty, We can source a non genuine part but this would mean a cost to yourself of £936.67 Could you please advise whether you would like to go ahead with the repair so we are able to place the order for the parts.

Many Thanks

[Redacted name]

"2. Wednesday 4 June 2025 - Phil to Eden Vauxhall..."

Hi [Redacted Name], I trust you had a good break. Thank you for your update which I have digested and I respond by asking you to read the attached PDF file which I feel makes my position clear.

Kind regards

[Redacted Name]

"3. Monday 9 june 2025 21:21 - Phil to Eden Vauxhall..."

Hi [Redacted Name], Any update on my Lifetime Warranty claim from Vauxhall Motors yet?

Kind regards

[Redacted Name]

"4. Thursday 12 June 2025 - Phil to Eden Vauxhall..."

Hi [Redacted Name],

I really would appreciate the courtesy of a response to the attached email sent last Monday and the previous email sent 4 June 2025. Time is of the essence in this matter.

Kind regards

[Redacted Name]

"5. Thursday 12 June 2025 - Eden Vauxhall to Phil..."

Apologise [sic] [Redacted Name], We are still going back and forth with warranty, we are awaiting their response. As soon as they have come back to us I will come back to you.

Kind regards

[Redacted Name]

"6. Thursday 12 June 2025 - Phil to Eden Vauxhall..."

Hi [Redacted Name], thanks for the update and I fully appreciate your efforts. Thanks for confirming my emails were received and matters are in hand.

Kind regards

[Redacted name]

"7. Thursday 26 June 2025 - Phil to Eden Vauxhall..."

Dear [Redacted Name],

Thank you for your last update on 12 June regarding the warranty claim for my Vauxhall Astra (Reg: [Redacted Registration]) relating to the faulty air conditioning compressor and condenser. As of today, it has been over five weeks since the vehicle was brought in for repair, and more than two weeks since I last heard from you.

I appreciate that you have been liaising with Vauxhall’s warranty team, but I am now concerned about the length of the delay and the lack of a resolution. I would be grateful if you could:

1. Confirm whether the warranty claim has been formally submitted to Vauxhall.

2. Advise on the current status of that claim, and

3. Provide an estimated timeframe for a decision or completion of the repair.

As I have previously explained, this repair should be covered under the terms of the Vauxhall Lifetime Warranty, and there are no grounds for refusal based on parts availability, given that OEM-equivalent compressors are still available from the original manufacturer.

If the matter cannot be resolved promptly, I may have to escalate the issue directly to Vauxhall Customer Services or explore alternative avenues for redress, including legal options, though I would prefer to avoid that and allow Eden the opportunity to resolve this professionally.

I look forward to your response.

Kind regards,

[Redacted name]

"8. Thursday 26 June 2025 - Eden Vauxhall to Phil..."

Good Afternoon, We are still going backwards and forwards with Vauxhall parts technical. We have been checking daily but no update as yet unfortunately

Kind regards

[Redacted Name]

"9. Thursday 26 June 2025 - Phil to Eden Vauxhall..."

Hi [Redacted Name], This is taking an unreasonable amount time to resolve so I must insist that the matter is settled without delay. I simply want to know when my vehicle is going to be repaired and whether or not Vauxhall are going to honour their obligations under the lifetime warranty or will I be forced to take legal action to get my vehicle repaired including damages.

I am prepared to give 7 more days for Vauxhall to provide a solution before I consider my options.

Regards

[Redacted Name]

"10. Monday 7 July 2025 10:35 - Phil to Vauxhall Motors and Eden Vauxhall..."

Dear [Redacted],

As I have not received any response to the email below, I have been forced to escalate this matter to Vauxhall Motors Ltd. I attach a PDF file of the letter I have written for your information.

I am shocked at the appalling treatment I have received from Eden Vauxhall ([Redacted]) so I have also escalated this matter to your parent company.

Yours faithfully

[Redacted]

"11. Tuesday 15 July 2025 - Phil to Eden Vauxhall and Vauxhall Motors..."

Notice – Failure to Honour Lifetime Warranty ([Redacted Registration])

To: Eden Motor Group and Vauxhall Motors,

Despite providing you both with ample time and multiple opportunities to resolve my warranty claim in a fair, reasonable and timely manner, I have received no response to my most recent letter dated 7 July 2025, nor any indication that the required air conditioning repair on my vehicle (Vauxhall Astra J 1.6 Turbo, reg: [Redacted]) will be carried out under the terms of the Vauxhall Lifetime Warranty.

It has now been two months since I brought the vehicle to Eden Vauxhall ([Redacted]). The delays, excuses and lack of communication are completely unacceptable, and I am appalled at the way I have been treated by both Eden and Vauxhall. This experience has demonstrated a complete failure in customer care, product support, and basic accountability.

I attach a final formal notice confirming that I will now instruct a qualified independent repairer to carry out the required work using OEM-equivalent components, specifically a Delphi compressor. Upon completion of the repair, I will commence legal proceedings to recover the full cost of the repair (including labour, parts, and legal costs) from Eden Motor Group and/or Vauxhall Motors Ltd via the Small Claims Court, without further notice.

I will also be submitting a formal complaint to Trading Standards, and sharing a documented account of this process publicly on my personal website and social media to help inform other consumers of what they may expect when dealing with Eden Motor Group and Vauxhall.

You had every opportunity to resolve this amicably. I strongly suggest you now refer this matter to your respective legal or senior customer relations teams immediately.

Yours faithfully,

[Redacted Name and Contact details]

"12. Wednesday 16 July 2025 - Phil to Vauxhall Motors..."

Dear Vauxhall Customer Care,

Following my formal notice of 7 July 2025, and my formal notice of intent of 15 July, sent to you by email, I received a telephone call from a Vauxhall representative on 15 July. Unfortunately, his accent was so strong that I found it difficult to understand what he was saying and it quickly became clear that the caller had no direct knowledge of my case, had not read the emails or documents I had sent, and was unable to address any of the specific issues relating to my Lifetime Warranty claim.

His first statement was that my "Lifetime Warranty and been reinstated" and when questioned if he was responding to my email of the 15 July 2025, he replied "yes" but, it soon became clear that he was reading the email as we were speaking. After a number of attempts to steer him back onto the content of my email, I had to give up in frustration and ask that he get Eden Vauxhall ([Redacted]) to telephone me.

I must now request that this matter be escalated immediately to a senior, UK-based member of Vauxhall’s warranty or customer relations team who is:

Fully briefed on my correspondence and the legal notice already served,

Capable of reviewing the timeline and issues properly,

And empowered to make decisions regarding the fulfillment of the Lifetime Warranty.

This request is made in good faith, but I will not engage in further generic or misinformed calls from unbriefed agents, especially where those calls serve only to confuse or delay resolution.

I expect a written response from an appropriately qualified individual within 48 hours. I reserve the right to proceed with independent repair and full cost recovery from Vauxhall if no such response is received.

Yours faithfully,

[Redacted Name]

"13. Thursday 17 July 2025 - Vauxhall Motors to Phil..."

Dear [Redacted Name],

Thank you for contacting Vauxhall Customer Care about your Vauxhall Astra, Registration: [Redacted]

I am reaching out regarding your ongoing case with us, Case Number: [Redacted]

This case has been transferred to the parts department regarding the compressor and condenser which are no longer supplied.

This case is being escalated to the highest priority within customer care to ensure a resolution suitable for you is provided.

This case will be present [sic] to senior management tomorrow morning for further assistance to be provided and I will be able to provide an update to you on the next steps we will be taking on the same day to prevent any further delays.

Your patience during this process is greatly appreciated and I look forward to discussing the next steps going forward in your case with you.

In the meantime, if you have any additional questions or if you require any additional information, simply reply to this email and I'll be happy to assist.

Best Regards,

[Redacted Name]

"14. Thursday 17 July 2025 - Phil to Vauxhall Motors..."

Dear [Redacted Name],

Thank you for your update. I appreciate the case has now been escalated, and I welcome confirmation that senior management will review the matter tomorrow.

To be clear, this claim relates to a valid Vauxhall Lifetime Warranty covering my Astra J 1.6 Turbo (Reg: [Redacted]), diagnosed in May at Eden Vauxhall [Redacted] as needing an air conditioning compressor and condenser replacement.

Although the Vauxhall - supplied compressor is said to be unavailable, the OEM part manufactured by Delphi remains available — and your warranty clearly allows for repair using genuine parts or parts of equal quality. Therefore, I expect this repair to proceed under warranty using a suitable equivalent.

This case has already been subject to lengthy delays, with no clear decision. I respectfully request the following be clarified following tomorrow’s review:

1. Will the repair be authorised under warranty using a Delphi (or equivalent) compressor and available condenser?
2. If not, will Vauxhall commit to reimbursing the full cost of an independent repair using parts of equivalent quality?
3. Does Vauxhall maintain that my Lifetime Warranty is valid and active? If not, I require written justification./li>

Please ensure these points are answered in writing following the management review. I am currently holding back on an independent repair arrangement but will proceed if no resolution is forthcoming.

Yours sincerely,

[Redacted Name and Contact Details]

"15. Friday 18 July 2025 - Vauxhall Motors to Phil..."

Dear [Redacted],

Thank you for your continued correspondence.

Firstly, I would like to apologize[sic] for the delay in response on your case.

As stated beforehand, your case has been escalated through to the highest level, I can confirm the investigation is still ongoing in relation to the points you have outlined in your last email.

I called the service department today at 13'12 [fic] in the afternoon to obtain additional information from the dealership, we are still in the middle of liaising with them, whether they will be able to acquire a part of equivalent quality outside our network, necessary for the repairs of your vehicle.

Please, allow me to address the concerns and requests you have brought forward:

1. This matter has been escalated through and discussed during a meeting earlier today, we need to gather some additional information in relation to exactly what type of Compressor we will be able to cover under the warranty, as unfortunately, the Customer Care team does not deal with warranty work, it is an internal department who only liaises with the retailers, we have contacted them as well to see what can be done.

2. We can only answer this question after we know the exact next steps, which, as mentioned above, we are waiting from a separate department.

3. I can confirm that the issue with your lifetime warranty has been rectified, and the warranty has been reinstated as of 15th of July 2025.

Please be assured this case is being treated as a priority and we are doing our best to ensure a suitable resolution for you.

In the meantime, I will continue to keep you updated on the progress and the status of your case with us, as a matter of urgency.

Best Regards,

[Redacted]

"16. Friday 18 July 2025 - Phil to Vauxhall Motors..."

Dear [Redacted],

Thank you for your reply and for confirming that my Lifetime Warranty has been reinstated as of 15 July 2025. I would comment that I was not aware that my lifetime warranty had been deactivated and I cannot understand why it would have been. That confirmation is noted and appreciated.

While I understand this matter has now been escalated and is being reviewed by your internal warranty team, I must express my disappointment that a clear decision has still not been made regarding the use of an equivalent A/C compressor — especially given that I raised this option in writing on 4 June 2025 with Eden Motor group.

The behaviour of Eden Vauxhall ([Redacted]) in this matter is frankly disgusting as they appear to have done nothing about my warranty claim, kept me in the dark and refused to communicate with me. I have also been further inconvenienced by having to make a return journey to Eden Vauxhall to make a copy of my service booklet which should have been done when the vehicle was inspected on 19 May 2025 and the warranty claim was first made.

I escalated this matter to Vauxhall Customer Care on 7 July 2025 and received no meaningful response. Having heard nothing from either Eden Vauxhall or yourselves I gave you final notice on 15 July 2025 of my intent to employ a third party to carry out the work and the only response I received was a telephone call from one of your staff who clearly had no knowledge of the matter in hand and only confused matters further.

This claim was first raised on 19 May 2025. It has now been over two months since the vehicle was diagnosed and deemed in need of repair. The delay in reaching a resolution is totally unreasonable, and I must now ask that the following be resolved within 7 days:

Vauxhall authorise the repair under warranty using a functionally equivalent part of equal quality (e.g. Delphi compressor), as clearly permitted under the Lifetime Warranty terms?

If Vauxhall cannot source or supply a suitable part in a reasonable time frame, will you confirm approval to proceed with an independent repair and submit costs for reimbursement?

I must make it clear that if no satisfactory response is received by Friday, 26 July 2025 [should be 25 July 2025] including a realistic timescale for the repair, I will proceed accordingly, employ a third party to carry out the work and seek full recovery of costs from Vauxhall Motors and/or Eden Motor group via legal action if necessary.

You can understand that I feel that Vauxhall Motors and/or Eden Motor Group are deliberately delaying action on this matter.

I appreciate your continued engagement with this matter and look forward to your confirmation within the stated time frame.

Yours sincerely,

[Redacted]

"17. Tuesday 22 July 2025 - Vauxhall Motors to Phil..."

Dear [Redacted],

Thank you for contacting Vauxhall Customer Care about your Vauxhall Astra.

I am reaching out regarding your ongoing case with us.

While your case is still ongoing and I'm reaching out for additional information regarding the independent repairer you have mentioned, who would be able to carry out this repair.

Can you please provide me an estimate of all costs involved regarding the repair, including labour, parts.

For now, no confirmed resolution has been provided to me by senior management, however, all information I can obtain will go towards providing a suitable resolution for you.

As usual, if you require any additional information or assistance, please don't hesitate to contact us.

Best Regards,

[Redacted]

"18. Thursday 24 July 2025 - Phil to Vauxhall Motors..."

Dear [Redacted],

Thank you for your email requesting further information.

I have asked my independent engineer to prepare an estimate for the repair based on the diagnosis previously provided by Eden Motor Group ([Redacted]), namely: the replacement of the A/C compressor and condenser, as well as any other foreseeable work including re-gassing.

Please note that this estimate is being produced without direct inspection of the vehicle, and my engineer has expressed some scepticism regarding Eden’s diagnosis — particularly whether full component replacement is necessary, or whether repair (e.g. replacement of seals) may be sufficient.

To assist further, my engineer has asked whether the video evidence of the dye leak test still exists. I did not retain the original link sent by Eden. If this video is still available, I would be grateful if you could arrange for it to be shared as soon as possible, although it will not affect the estimate currently being prepared.

I must reiterate that my position remains unchanged: unless Vauxhall Motors provides a clear written commitment to cover the cost of the necessary repair under the Lifetime Warranty, I will proceed with independent repair.

As previously advised, from Monday 28 July 2025, I will instruct my engineer to commence the repair and will take all necessary steps to recover the full cost from Vauxhall Motors thereafter.

Yours sincerely,

[Redacted]

"19. Thursday 24 July 2025 - Phil to Vauxhall Motors..."

Dear [Redacted],

I have just been informed that the parts required for my vehicle have been ordered by Eden Motors [Redacted] and they will be coming in during the first week of August.

This completely changes the situation as it now appears that the work can be completed under the Lifetime Warranty which has always been my preferred option.

Can you please confirm that the work can go ahead under warranty as originally expected.

Yours sincerely,

[Redacted]

"20. Thursday 24 July 2025 - Phil to Vauxhall Motors..."

Dear [Redacted],

Further to your request, I now have the costed estimates for repairing the air conditioning on my Astra ([Redacted]):

Using genuine Vauxhall parts (unavailable / on indefinite back-order): £2,112.00 inc. labour & VAT.

Using OEM-equivalent aftermarket parts (readily available, e.g. Delphi 6CVC13 compressor – TSP0155989 / TSP0155967): £960.00 inc. labour & VAT.

The delay in reaching this point has been caused by the time it took Vauxhall Parts/Technical to respond to my engineer.

The estimates given here are subject to an physical inspection by my motor engineer to clarify the diagnosis and confirm the exact variants of the parts required.

Vauxhall’s Lifetime Warranty terms do not exclude the use of parts of equal quality where genuine parts are unavailable. The repair will be carried out by a highly regarded motor engineer with decades of experience.

Accordingly:

Please confirm in writing by Monday, 28 July 2025 that Vauxhall will either:

Authorise the repair under warranty using an OEM-equivalent compressor and condenser, or

Reimburse the £960.00 upon completion of the independent repair.

Failing such confirmation, I will proceed with the independent repair and seek full recovery of costs from Vauxhall Motors.

Over to you.

Yours sincerely,

[Redacted]

"21. Thursday 24 July 2025 - Vauxhall Motors to Phil..."

Dear [Redacted],

Thank you for contacting Vauxhall Customer Care about your Vauxhall Astra.

The dealership, Eden [Redacted], has confirmed an order has been placed for the compressor, I have already escalated this order to the highest priority, and I will monitor the order closely to ensure the part arrives within the first week of August without any delay.

I have also confirmed with Eden, because the part will be a genuine Vauxhall part, these repairs will be covered under your lifetime warranty.

I will continue to keep you updated on your parts order, once this part arrives at the dealership I will get confirmation of its arrival and provide this update to you to ensure you are kept in the loop at all times.

As always, should you require any additional information or assistance, please don't hesitate to contact us.

Best Regards,

[Redacted]

"22. Thursday 24 July 2025 - Phil to Vauxhall Motors...

Dear [Redacted],

Thanks for confirming that the repair can be done under warranty.

One question though, what about the condenser, no one has mentioned it and both the compressor and condenser are required.

Yours sincerely,

[Redacted]

"24. Friday 25 July 2025 - Vauxhall Motors to Phil..."

Dear [Redacted],

Thank you for contacting Vauxhall Customer Care about your Vauxhall Astra.

I am reaching out regarding your ongoing case with us.

I can confirm that the compressor ordered by Eden [Redacted] has arrived at the dealership, as verified by their parts advisor. The only remaining component they are awaiting is the condenser.

I will personally confirm with the parts department once the condenser is physically on-site to ensure the information I provide is accurate. As soon as I receive confirmation, I will update you immediately.

Additionally, I will monitoring the repair process with the service department at Eden, to ensure the repairs are carried out as smoothly as possible to prevent any further delays, all updates I receive from the dealership will be communicated to you via email immediately.

I hope this email provides further clarification for the ongoing situation surrounding your vehicle.

If you require any additional information or assistance in the meantime, please don't hesitate to let me know.

Best Regards,

[Redacted]

"25. Tuesday 5 August 2025 - Vauxhall Motors to Phil..."

Dear [Redacted],

Thank your for contacting Vauxhall Customer Care about your Vauxhall Astra.

I am reaching out to provide the information that all parts required for your vehicle have arrived onsite at Eden [Redacted].

I confirmed with the parts supervisor that both parts are onsite and there are no outstanding orders for your vehicle, The parts supervisor also informed me they have message [sic] for you to book your vehicle in.

At your earliest convenience, can you please share which date your vehicle is scheduled to have the repairs carried out so I can continue to get further updates on the repair of your vehicle and keep you informed on the progress until your vehicle has been fully repaired and ready for collection.

As always, Please let me know if you require any additional information or assistance regarding this matter.

Best Regards,

[Redacted]

"26. Tuesday 5 August 2025 - Phil to Vauxhall Motors..."

Dear [Redacted],

Thank you for your continued support.

I confirm that I have been advised that both the compressor and condenser have now arrived at Eden [Redacted], and I’ve been invited to arrange a date for the repair. I will contact the service department today to agree a suitable time and will confirm once the booking has been made.

I trust the remainder of the process will now proceed smoothly.

Kind regards,

[Redacted]

"27. Wednesday 6 August 2025 - Phil to Vauxhall Motors..."

Hi [Redacted],

I can confirm that my vehicle is booked in to Eden [Redacted] for the warranty work to the A/C system on Monday 11 August 2025 at 10:00 or thereabouts.

Regards

[Redacted]

28. Monday 11 August 2025 - Vauxhall Motors to Phil...

Dear [Redacted],

Thank you for contacting Vauxhall Customer Care about your Vauxhall Astra.

I am reaching out regarding your ongoing case with us.

I have just been in contact with the dealership, Eden [Redacted], for an update on your vehicle as your vehicle was booked in today for the repairs to be carried out.

The service advisor I had spoken to informed me, your vehicle is currently in the workshop having the repairs carried out but unfortunately they were not able to provide me with a time frame as to when your vehicle will be ready for collection, however, the service advisor did inform me you would be collecting your vehicle tomorrow and they would be in contact with you today to provide you with an update on your vehicle.

To ensure the most accurate information is provided to you, I will be in contact with the service department once again to confirm the repairs to your vehicle will be completed by tomorrow to prevent any delays and to ensure your vehicle is ready for collection by the time you arrive onsite.

As always, please don't hesitate to contact me if your require any additional information or clarification on the repair process of your vehicle.

Best Regards,

[Redacted]

29. Tuesday 12 August 2025 - Vauxhall Motors to Phil...

Dear [Redacted],

I am reaching out regarding your ongoing case with us.

I have received confirmation from the service department at Eden [Redacted], your vehicle has been repaired and you have collected your vehicle already.

Can you please confirm you have collected your vehicle and can you please confirm the repairs to your vehicle have rectified the issues with your vehicle and if the repairs have been carried out to your satisfaction.

If there are any outstanding issue with your vehicle after the repair, please let me know for further investigation.

Best Regards,

[Redacted]

30. Wednesday 13 August 2025 - Phil to Vauxhall Motors...

Dear [Redacted],

I confirm that I collected my vehicle from Eden [Redacted] on Tuesday, 12 August 2025, following the replacement of the A/C compressor and condenser. The repair appears to have rectified the fault, and I will monitor the system’s performance over the coming weeks. I reserve all rights under the Lifetime Warranty and will contact Vauxhall immediately should any further issues arise.

While I am glad to see the matter finally concluded, I must place on record my disappointment with how this case was handled from the outset. It has taken three months of persistent effort on my part to secure a repair that should have been authorised promptly under the terms of the warranty. At no stage has anyone involved — either from Vauxhall or Eden — accepted responsibility for the delays, nor has the word “sorry” or “apologise” appeared in any correspondence.

The prevarication and repeated delays have seriously disrupted my summer plans. Health and family matters prevented my wife and me from taking our usual cruises this year, so we had intended to tour the UK. That plan became impossible without a functioning A/C system, especially given the extreme temperatures the UK has experienced this summer.

I trust this experience will prompt Vauxhall to review how warranty cases are handled, so that other customers do not have to endure the same unnecessary frustration.

Kind regards,

[Redacted]

31. Wednesday 13 August 2025 - Vauxhall Motors to Phil...

Dear [Redacted],

Thank you for your email.

Firstly, I would like to thank you for confirming the collection and the repair of your vehicle, please be assured if there are any outstanding issue with the part or with your vehicle you can reply to any one of my emails and I'll be happy to assist you in the matter.

I would also like to take the opportunity to apologize[sic] for the stress and inconvenience this entire situation has caused you, this matter was easily solvable but unfortunately the delays made this case longer than it should have been, I do appreciate your trust in our services and your patience throughout this process.

Please be assured all your feedback in the matter will be escalated to ensure the best customer service is provided at all times and swift resolutions are provided without delay.

I will now go ahead and close your case with us, once again, if you require any additional information or assistance with your vehicle, simply reply to any email and I'll reopen your case and assist you to the best of my ability.

I really hope to have helped you to be completely satisfied with our service and that your feedback will represent this in the brief survey we will send you soon. Many thanks!

Best Regards,

[Redacted]