New EV sales process weak link in chain, figures find
Published: 07 February, 2023
While EVs continue to become more user-friendly, new figures suggest that the dealer experience for those buying electric cars is leaving something to be desired, with 41% of consumer complaints around EVs submitted to The Motor Ombudsman’s dispute resolution service during 2022 relating directly to the purchase process.
83% related to new cars, with 17% dealing with used cars. 10% of complaints resulted from
delivery delays. Other complaints covered high pressure sales techniques, missing vehicle documentation, the provision of inaccurate information, lack of communication from retailers, and sudden order cancellations. 16% of complaints related to brakes, gearbox, suspension and tyres faults. 14% of complaints were about software and electrical issues, with keyless entry, windscreen wiper washer jets, app and software update failures, and sudden system malfunctions receiving regular mention.8% related to interior systems, encompassing infotainment, wing mirror screens, and Sat-Nav issues. Exterior issues accounted for 6% of complaints, down from 11% in 2021, with bodywork damage and missing or faulty external parts receiving regular mentions. Charging, battery and range issues received the smallest portion of complaints, with 5% each emanating from these areas.
20% of those who made a complaint opted for compensation, with 18% going for a full refund.
Commenting on the findings, Chief Ombudsman and Managing Director of The Motor Ombudsman Bill Fennell said: “Encouragingly, concerns about electric vehicles, which were brought by consumers to our dispute resolution service in 2022, made up less than 1% of all the contacts received by The Motor Ombudsman. What our latest data has also shown, and mirroring last year’s trend, is that customer service and the purchase process have once again proved to be the main bones of contention for EV buyers and owners. This means there remains a need for businesses to continue to ensure that their communications, sales and handover processes are comprehensive, fair and transparent.”
For more information, visit: www.TheMotorOmbudsman.org/electric-vehicles
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- New cars sales up in September as EV total hits one million
New car went up again in September, with registrations rising 4.6% to, 225,269 , according to the latest figures from the SMMT. While sales were 9,957 up on last year, the month saw sales still lagging 34.4% below pre-pandemic levels.
The month also saw the second highest ever monthly volume of battery electric vehicle (BEV) registrations in history, up 16.5% to 38,116 units, although plug-in hybrid vehicle (PHEV) sales dropped 11.5% to 12,281, Despite this, overall plug-in vehicles made up around one in five new cars sold in September. In total, 249,575 have now been sold during 2022, a quarter of the one million plug-in EVs on the road in total across the UK.
Hybrid electric vehicle (HEV) sales went up 16.5% to 29,088, while petrol car sales were up 4.3% to 126,873. Meanwhile, diesels went down 14.5% to 18,911.Commenting on the figures, SMMT Chief Executive Mike Hawes said, “September has seen Britain’s millionth electric car reach the road – an important milestone in the shift to zero emission mobility. Battery electric vehicles make up but a small fraction of cars on the road, so we need to ensure every lever is pulled to encourage motorists to make the shift if our green goals are to be met.The overall market remains weak, however, as supply chain issues continue to constrain model availability. Whilst the industry is working hard to address these issues, the long-term recovery of the market also depends on robust consumer confidence and economic stability.”
