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Extended Warranty Issues


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Hi Guys,

A couple of weeks ago I posted about having my turbo fail on my Ford Focus MK2.5 2008, and the engine run away to the point it used its oil up and ceased.

I've been told by various mechanics and members of this forum that it was the result of the seals going in the turbo, resulting in engine oil getting into the turbo turbine and that oil being shoved back up into the combustion chamber causing the run away.

When I brought the car, I purchased an extended "PLAN A" warranty from the RAC, which and I quote covers "All mechanical components, and all electrical components", however it then states in the terms and conditions that excluded from this is "failures caused by build up of carbon deposits (including burnt valves)".

It also states, that I must, and again quoting "Keep the vehicle serviced and repaired, at a repairer authorised to service your make of vehicle according to the manufacturers service schedule and intervals for your particular make, age and type of vehicle. Services must be carried out within 30 days or 1,000 miles of the due date, which ever comes first. You must keep all receipts and invoices"

Which is now where I have run into a couple of problems.

  • I've sent all the service history I had in the first instance for the time period I have owned the car, however, I cannot find my service book (they already have one image of this, however now out of date. This was for another issue), and there was a missing piece which I cannot find within my boxes of paper due to me just moving house (great timing eh?) so I've asked my mechanic to send me a replacement invoice which has come in an typed electronic format as he normally manually hand writes them out, to which the warranty company have rejected it as being a legible format, and then on top of that not mentioned in the terms and conditions that the invoice has to be a physically printed, and demonstrate that it is a VAT invoice with appropriate logos to prove that they are an authorised servicer/repairer.
  • The garage, that I was recovered to by RAC recovery is an authorised RAC VAT registered garage (needs to be this or the original dealer 60 miles away) however, they have been instructed by the warranty company to send the turbo off for inspection by a company called "Universal Turbos" who have basically come back quoting the whole thing is coated in carbon, and soot, and have made a very bald claim without physically running engine about the Cat/DPF causing back pressure. I have attached the report for your inspection as well.

I am now stuck with what to do and where to go.

I currently have a courtesy car and the garage are starting to get itchy feet and want their car back, to which I am going to be charged for anyway as they cannot get the authorisation to fix my car, and I cannot afford the repair, and then on top of that I cannot afford a new car either and without a car I cannot get to work (this includes my day employment and my self employment as a DJ).

Any advice you guys may have will be much appreciated.

Thank you


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The report states that it is oil carbonisation though, not regular exhaust carbon build ups.

I assume the RAC is denying your claim, saying it is not covered?

At the moment, the gist of the conversation I had earlier today with them is that the engineer is highly likely to refuse a repair based on this yes. But I have to get past the service history hurdle first for them to even contemplate giving me an actual answer to if they are going to repair it.

Also I'm assuming the "possible blocked cat/DPF back pressure build up" is just speculation and not a valid diagnosis and cannot be considered as a contribution to the failure.

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Hmm yes, that would be interesting to see.

I've just had a read of the terms and conditions for the bazillianth time since signing my life away, and right now going by what it says they shouldn't even be questioning service history until the repairs have been carried out anyway.

"If you suspect a failure...

  • Do not continue to use the vehicle. This may aggravate the problem and cause greater damage for which we will not be liable
  • if you consider the fault to be covered by warranty DO NOT proceed with repairs until they have been authorised by the Administrator
  1. Take your vehicle to an authorised repairer. You must report any mechanical breakdown to us within 7 days of the incident occuring
  2. The authorised repairer will be required to telephone the Administrator and gain the relevant authority number. At that time the following information will be required:
  • Your schedule with attached Terms & Conditions (Well they certainly haven't asked me for it, and the repairer doesn't have a copy from me)
  • Current vehicle milage
  • Maintenance details
  • Cost of repairs

3. The administrator may authorise repairs immediately or investigate the claim further and/or appoint an independent assessor to inspect the vehicle (Which is why the turbo was removed from the car and sent to Universal Turbos)

4. When the repairs are authorised, a repair authority number will be given. However acceptance of liability is conditional on the terms and conditions of this warranty being adhered to e.g servicing of the vehicle in accordance with the manufacturers recommendations. (My car has been serviced according to this, in fact sooner due to the amount of driving I do)

5. On completion of the repairs, the repairer will send the following documents to the administrator to the address above

  • A fully itemised invoice to The Car Shop c/o TWG Services Limited
  • Evidence of service history including invoices from the start date of the warranty"

So based on that, they are breaking their half of the contract anyway, and nowhere does it say within my paper work that the terms and conditions are subject to change.

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Looks like they are not going to pay out. Therefore I am now going to investigate taking them to court over mis-selling of the warranty as quite frankly its not worth the paper is written on.

All mechanical parts are supposed to be covered until they see "Carbon deposit" and automatically they will decline it no questions asked, no further investigations as they have written this as an exclusion "failures caused by carbon deposit build up (including burnt valves)".

Yet to find out the bill I have to pay to the garage for borrowing their courtesy car and labour to remove the turbo and then deliver the car back to me.

Anyone want some bits off it? I got doors, alloys, ford dab radio with bluetooth/ipod upgrade, head lights, tail lights, you name it!

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Court case sounds like the way to go. I considered a used car warranty from Warranty Direct, but after looking at a quote and reading the exclusions/T's and C's it wasn't worth it at all.

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got the full warranty direct package and had no issues had rear bushes done front arms rear wheel bearings and aircon radiator replaced with the full policy there are no real exclusions

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got the full warranty direct package and had no issues had rear bushes done front arms rear wheel bearings and aircon radiator replaced with the full policy there are no real exclusions

Is that even if the vehicle's mileage is above 60,000?

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