Part 1: Understanding the challenges facing dealers, repairers & consumers
How are dealerships, technicians and consumers navigating today's increasingly complex vehicle faults?
From intermittent software issues and ADAS warnings to lengthy diagnostic investigations and parts delays, modern vehicle repairs present challenges that extend far beyond traditional mechanical faults.
In Part 1 of this webinar series, John Colinswood, Andy Shipp and Amy-Jane Marsden explore the practical realities of diagnosing faults in modern vehicles, managing customer expectations and applying Consumer Rights Act principles in an increasingly technology-driven automotive environment.
Featuring
John Colinswood
CEO, Warranty Solutions Group
Andy Shipp
Head of Compliance, Warranty Solutions Group
Amy-Jane Marsden
Managing Director, ProTech Academy
What you'll learn
- \Common misunderstandings surrounding Consumer Rights Act claims
- \What constitutes a "reasonable" approach when vehicle faults occur
- \Why modern vehicle diagnostics can take longer than consumers expect
- \The challenges associated with intermittent and software-related faults
- \How ADAS systems and EV technology are changing vehicle repairs
- \The importance of technician training and diagnostic capability
- \Managing customer expectations throughout the repair process
- \The role communication plays in achieving positive outcomes
- \Whether age, mileage and condition should influence expectations of used vehicles
- \The practical impact of Consumer Rights Act disputes on dealerships and repairers
Key discussion topics
The growing complexity of vehicle diagnostics
Ten years ago, many vehicle faults could be quickly linked to a specific mechanical issue. Today, software interactions, electronic systems and connected technologies can make diagnosis significantly more challenging.
Why intermittent faults present unique challenges
Not every fault appears consistently. Some issues occur only under very specific driving conditions, making them difficult to identify and resolve during standard diagnostic testing.
Communication is more important than ever
Effective communication between consumers, service departments and technicians plays a vital role in managing expectations and keeping repair journeys moving forward.
Training the technicians of tomorrow
As vehicles continue to evolve, ongoing investment in training and technical development is becoming increasingly important to ensure faults are diagnosed accurately and efficiently.
Who should watch?
This webinar is particularly relevant for:
- Motor retailers
- Service managers
- Workshop controllers
- Technicians
- Warranty professionals
- Compliance teams
- Automotive industry stakeholders
Watch the webinar
Discover how the realities of modern vehicle technology are influencing Consumer Rights Act disputes and what this means for consumers and automotive businesses alike.
Continue the conversation
Part 1 focuses on the practical realities of diagnosis, repairs and customer expectations.
In Part 2, John Colinswood (Warranty Solutions Group), Professor Jim Saker (IMI) and Symon Cook (NFDA), discuss the future of consumer protection, industry guidance and how the automotive sector can adapt to an increasingly technology-driven future.
Part 2: Industry perspectives on the future of consumer protection
Discover how the realities of modern vehicle technology are influencing Consumer Rights Act disputes and what this means for consumers and automotive businesses alike.
About Warranty Solutions Group
Warranty Solutions Group supports thousands of automotive businesses across the UK with warranty, compliance and claims management services.
Through industry collaboration and thought leadership initiatives, WSG continues to champion practical solutions that deliver positive outcomes for consumers, retailers and the wider automotive sector.
