Customer service issues drive complaints about EV purchases

By Sam Phillips

7 Feb 2023

Complaints about customer service provoked the majority of consumer issues about electric vehicles last year – with the number of disputes rising eight per cent year-on-year.

The Motor Ombudsman, the body that resolves customer complaints in the automotive industry, says that issues relating to the purchase process and customer service received provoked the majority of consumer complaints about an electric vehicle in 2022.

In total, 41 per cent of all complaints related to customer service, which was up eight per cent on 2021. The Motor Ombudsman said that the disputes raised about the purchase of an EV related to both new cars (83 per cent) and used cars (17 per cent).

Ten per cent of customer service and purchase-related complaints were linked to new car delivery delays as a result of ongoing supply chain issues and semiconductor shortages.

Other disputes raised included the use of high-pressure sales techniques, lack of communication by the seller and orders being cancelled by retailers without notice.

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Issues relating to a vehicle's chassis were responsible for the second largest volume of EV complaints (16 per cent), an increase of 7 per cent when compared to last year.

Owners reported issues such as component defects and faults occurring with the brakes, gearbox, suspension and tyres.

Software and electrical accounted for 14 per cent of complaints submitted. Inoperative and unusable features, including keyless entry, app and software update failures and sudden system malfunctions were some of the issues raised by consumers.

Some 8 per cent of complaints related to a vehicle's interior, with EV drivers reporting errors such as blank infotainment and wing mirror screens, out-of-date satellite navigation.

Others meanwhile found issues with interior quality such as peeling trim, missing specification, rattling dashboard and distorted sound systems.

Complaints relating to the exterior of a car had fallen from 11 per cent in 2021 to six per cent in 2022, with bodywork damage and missing or faulty external parts driving disputes.

Charging and battery issues made up the smallest proportion of EV complaints raised at just five per cent each. Charging problems related to missing or faulty equipment preventing the battery from being replenished.

Range issues accounted for just five per cent of the total complaints made, a slight decrease when compared to 2021 (six per cent).

The Motor Ombudsman reported that compensation (20 per cent) and a full refund (18 per cent) were the most desired resolutions to help bring EV disputes to an end.

“Encouragingly, concerns about electric vehicles, which were brought by consumers to our dispute resolution service in 2022, made up less than one per cent of all the contacts received by The Motor Ombudsman,” said Bill Fennell, chief Ombudsman and managing director of 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.”

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