[Resolved]  Renault — Fuel injector failure in Duster AMT- twice in 2 years and refusal to cover under warranty

Address:

Akshayanagar, Begur-Hulimavu road

I live in Kannur, Kerala, and own a Renault Duster (RXS-110 PS AMT) purchased in January 2019. My previous car was a Duster as well, a manual transmission, which I used for over 5 and half years without any issues. So, when I decided to change to an automatic, I decided to stay loyal to Renault. Both vehicles were well cared for, had the same drivers, did the same good routes, and got fuel from the same branded pumps in Kerala and Bengaluru (where I come often).

My experience with the new Duster car has me frustrated with the company and its service personnel who seem to be reading off a script and cannot give me satisfactory answers.

The new AMT vehicle had an injector issue within one year - in Feb, 2020. The Kannur-Kakkaad service centre fixed it under warranty but gave no explanation as to why the problem had occurred in a new car that was being serviced regularly. My driver noticed that 2 other Duster AMT vehicles had arrived at the service station with the same issue.

Now, the injector issue is back. On 16 March, 2021, three warning lights (1 orange and 2 red) suddenly popped up on the display panel. The gears were skipping gears and the car was racing automatically. I immediately called the toll-free number. They informed me that the car is not safe to drive and they would tow it for inspection to the Renault Silkboard Service Centre, Bengaluru the next morning (17 March, 2021).

Because of the COVID situation, I have been in Bengaluru since March 2020 - after the 2nd car service was done in Kerala. I am 66 years old with co-morbidities and am awaiting my 2nd vaccine dose - due on April 2nd. So when the Kannur service center called for the 3rd service, I explained the situation and said that I would get back to Kerala ASAP and send it for servicing. I did not want an unknown local driver to pick up the car for service in Bengaluru since I have been so careful for the past year to socially distance.

Importantly, I have paid for an extended warranty period till Jan, 2023.

So once the multiple warning lights popped up, and I sent the car for inspection, I assumed the 3rd service would be done and the issue would be easily resolved since it must be a minor one.

To my shock, the quotation given was Rs.38, 000/- and change.

Firstly, I was charged Rs.2500/- for the tow service despite the vehicle being under warranty.
Secondly, an estimate of Rs.9186/- was raised the same day for the "free service" consumables, without any reference to the key issue for which the car was taken.
Thirdly, the service station said there was an 8-day delay in the service (after the grace period) so they would not consider replacing the injector under the warranty. I would have to pay Rs.28, 000/- for a new fuel injector.

The service centre blamed fuel contamination for the injector failure but could not give any printed report to that effect. They refused to explain what a consumer could do other than go to branded fuel pumps as I had. They had no list of approved fuel stations, not any concrete evidence that fuel was the issue.

How can such a dangerous hardware issue be caused by the 8-day delay in the 3rd free service? How did the injector issue crop up within the first year when the servicing was on time?

How can the injector have the same issue twice in 2 years for a new well-cared-for car! This is obviously a manufacturing/OE parts issue.

One would expect a reputed company and its certified dealers to take ownership of repetitive hardware/electrical issues in a new car. I found neither the expected transparency nor the consideration.

The car is still with the service centre. I have spoken to several people but there has been insufficient clarification and very little escalation.

I expected a quick resolution to the issue with due consideration for the extended warranty. Instead, I find myself frustrated and angry at the shoddy explanations and behavior unbecoming of a known brand.