Caught short: What to do about electric vehicle repairs

The boom in electric vehicles has brought more brands, more models and more competitive prices to Australia. But it has also had an unwelcome flow-on effect – a growing number of owners waiting a long time for electric vehicle repairs.

A report commissioned by the Australian Automotive Dealer Association (AADA) found that consumers are waiting months to get an issue under warranty approved for repairs, let alone fixed.

AADA chief executive James Voortman told the ABC that Australian Consumer Law was not fit for modern cars, particularly electric vehicles.

“It’s good to have competition... but those new brands need to support the vehicles they’re selling with really good parts supply, with customer service and with guarantees they’ll be able to fix a vehicle, replace it, or provide a refund if the vehicle’s not working."

Why EV repairs can be different

Electric vehicles are more computer than combustion engine and that changes how faults are diagnosed and fixed. An EV relies on software updates, battery management systems and diagnostic tools that many workshops, particularly outside major cities, aren’t equipped for yet.

Manufacturers that are new to the Australian market also don’t have the same local technician training or established repair networks as brands that have been here for decades, making electric car problems harder to fix quickly.

Language barriers between Australian dealers and overseas manufacturers – with consumers caught in the middle – have also been flagged as a factor in drawing out claims for electric vehicle repairs or replacements.

 

 

What causes delays in EV repairs?

One of the big issues identified in the AADA report is the availability of parts, particularly batteries. These cannot be sent by air, so a replacement from overseas could take weeks to arrive by sea. This is a problem affecting drivers of well-established electric vehicle brands, not just the newer ones on the market.

Some independent repairers have raised concerns about limited access to genuine parts for certain brands. This forces consumers in need of EV repairs to a narrower network of authorised repairers, adding to the backlog.

Delays in electric vehicle warranty approvals also hold up repairs. For some manufacturers, warranty claims above a certain dollar value require sign-off from a head office overseas before local representatives can do anything, with this process alone taking up to eight weeks.

Dealers must provide a remedy to their customers under Australian Consumer Law and cannot fob you off to the manufacturer, but they may be stuck waiting on a manufacturer to approve the repairs, refund or replacement.

That doesn’t mean they can tell you to sort it out with the manufacturer, however; they have to provide you with a remedy, even if that means them seeking reimbursement from the manufacturer later. If a dealer does try to send you elsewhere for EV repairs, put the request for them to resolve the issue in writing and reference your consumer rights.

 

 

What happens when your car is off the road?

Anyone who has had their car in the workshop for repairs knows how inconvenient it can be. Even if you are provided with a loan car as part of your purchase agreement, it’s not the same as driving your own vehicle.

But being without your car for weeks could also affect your entitlements. If a business cannot fix your car within what the law considers a reasonable time, that delay may be enough to establish a major failure under Australian consumer guarantees. This opens the door to a refund or replacement, rather than simply a repair.

If your EV has been part of a manufacturer recall, it is worth noting that accepting a recall remedy does not mean giving up your right to a refund or a replacement if the underlying fault amounts to a major failure.

 

 

What if repairs take too long?

Contact your dealer for an update. If it is not satisfactory, put your concerns in writing. Ask for a clear, written estimate of how long the repair or part will take. If that passes without resolution, follow up formally rather than calling again, and make clear you are keeping track of the delays.

If the dealer or manufacturer won’t commit to a timeframe, that is worth noting, too, as it could be used to support an argument that repairs won’t be completed within a reasonable time.

Keep a running record of every call, email, booking and quote, including dates, names of people you dealt with and what was said. Photograph the fault if possible and hold on to texts or emails that confirm loan car arrangements or lack thereof. This paper trail becomes very important if you need to argue that a delay has crossed the line into a major failure. Remember, you have a right to a repair, replacement or refund.