Dealer can't reset service indicator and want £109.80 to investigate...Help

[markjay]

And on some (Tesla) updates are free and done OTA, automatically. The future surely?

I remember reading that MB said that Infotainment system (COMAND/Audio20) updates will be pushed OTA, not sure if/when they already started doing this?

With regards other software updates, the (very) traditional approach that most car manufacturers still have, is that software updates should not be done as a matter of course, but only if recommended as part of a diagnostic process (or a recall).

Tesla are obviously different, and with their product being marketed as a computer on wheels, rather than a car with a computer, their customers expects frequent software updates.

Incidentally, I regularly update the software on all the ECUs in my car, all you need is a good specialist or a friendly dealer, they'll charge you for the work and that's fair enough, but the important bit is that they'll understand that you are an enthusiast and won't give you the old 'if it ain't broken don't fix it' mantra.

 

[ioweddie]

Just emailed the service manager:
Hi Matthew…

I have a problem…I had my A7 service and MOT done yesterday…The technician was unable to reset the service indicator…I have a service plan in place…and included in the service is resetting the indicator…its showing overdue by over 5k miles…

Leslie said It might need a software update to allow it to be reset…I cant get my head around being asked for £109…

Microsoft do not charge for updates…and if the service indicator can not be reset without an update…then surely it should be done FOC…

The indicator was working perfectly…by informing me of the due service…and should be doing the same now…

Please investigate for me as a valued customer of Esplanade…

Best Wishes Eddie Cadman…

Get on the ferry across to Portsmouth and drive up to PCS at Horndean. Or ring them next week.

The cost of the ferry is dearer than the software update

 

[Bobby Dazzler]

I understand paying (out of warranty) for firmware or software upgrades to add or improve functionality, but not to fix something which has broken.

Unless anyone who knows more can argue otherwise, software or firmware can’t “break” in isolation. A software or firmware update must break it.

If a hardware component fails and cause it, ie not caused by another update, then that failed component would have to be replaced (at cost), and an update wouldn’t fix it.

I would be having a conversation with the service advisor, and their line manager if necessary. If they refuse you feel you could speak to Citizens Advice Beaureau.

 

[ioweddie]

It did have a recall a few months ago for the diesel software update

 

[LTD]

Agree completely but let's not confuse "update" and "upgrade"? The former should always be free, the later optional and chargeable?

Absolutely - however in the case of the OP, it was an update that was suggested with a charge in excess of £100

A prime example would be sat nav. A software update to the OpSys of the programme should be free but an update to the map data should be chargeable.

 

[markjay]

Absolutely - however in the case of the OP, it was an update that was suggested with a charge in excess of £100

A prime example would be sat nav. A software update to the OpSys of the programme should be free but an update to the map data should be chargeable.

Agreed, and in either case you'll need to pay for the labour if you wanted a tech to install it for you.

In the case of the maps, using an MB tech is optional, but in the case of the firmware, you have no choice because it can't be done DIY (on most units).

 

[ioweddie]

Get Karen to have a word............

Sorry Who is Karen...I am abitthick

 

[Major774]

Didn’t know the ferry would cost most.

A quick question... A diesel in the IOW, do you get any DPF issues?

 

[219]

Another question.

If the car is in the dealership for a ( paid for ) service , and sitting in one of their service bays , plugged into their system , why isn’t the car scanned and any applicable software updates carried out as a matter of course ?

This should be routine , and should not incur additional cost since it can be done while the car is being serviced anyway .

 

[pmcgsmurf]

If the car is in the dealership for a ( paid for ) service , and sitting in one of their service bays , plugged into their system , why isn’t the car scanned and any applicable software updates carried out as a matter of course ?

Because the "service person" is allocated xxx time to do the job, if he can do it in xx he is on bonus so he will do as little as possible as quick as possible to boost his bonus.
That will be exactly why we never had a pollen filter changed yet got charged and they likely ended up in the said persons tool box.

 

[219]

Because the "service person" is allocated xxx time to do the job, if he can do it in xx he is on bonus so he will do as little as possible as quick as possible to boost his bonus.
That will be exactly why we never had a pollen filter changed yet got charged and they likely ended up in the said persons tool box.

That is where the system should be changed : the first thing to be done when the car goes into the bay should be for it to be plugged in for diagnostics , and any updates should happen automatically without the tech needing to do anything else ; meantime the service gets carried out .

 

[pmcgsmurf]

That is where the system should be changed : the first thing to be done when the car goes into the bay should be for it to be plugged in for diagnostics , and any updates should happen automatically without the tech needing to do anything else ; meantime the service gets carried out .

Never going to happen but I agree it should.
They could put the car there, they would have to connect a charger up and it could sit there for hours, just not going to happen in a busy workshop but I agree they should have a system to do the updates.

 

[LTD]

Maybe they could just do it via the end user downloading it and installing it from their phone/usb ?

Maybe Elon Musk was right - computer software is best left to computer software companies ......

 

[219]

Never going to happen but I agree it should.
They could put the car there, they would have to connect a charger up and it could sit there for hours, just not going to happen in a busy workshop but I agree they should have a system to do the updates.

It really shouldn’t take hours ; the half hour to one hour it might take to do a service ought to be plenty of time .

I know that if I do software updates on my computer , the longest part of the process is downloading the update . A dealership should have all recent/current updates on a local server or in each STAR machine to eliminate that wait .

And if it does take a little longer , the customer shouldn’t be penalised , as in the case of the OP who hasn’t had his service completed as paid for ( the mileage hasn’t been reset ) .

 

[pmcgsmurf]

It really shouldn’t take hours ; the half hour to one hour it might take to do a service ought to be plenty of time .but it

It shouldn't but it can, map updates as an example of the ones the customer may want can take ages.
Lets face it no one takes their car in (or few do) and say I need my ECU or BCM software updated as "for whatever reason", they may though say "update my maps as xx road is not on it".

Would be nice if we knew that every time our cars went in they got everything they needed but sadly upgrading the software in a particular module from 1.09b to 1.09c may not be essential.

 

[219]

I have to wonder why MB are still stuck with the maps being stored in the vehicle ?

It is a long time since I moved from the Tom Tom on my Palm Treo , where the maps were on an SD card , to the Tom Tom iPhone app ( back on the 3GS IIRC ) where the maps are not on the device and just accessed over the air , same with Google maps etc , so always up to date .

The other benefit was that I only had to buy the app once , and each time I upgrade my handset , the app goes onto the new one , as well as remaining on the old one ( even when rebuilt for another family member ) hence I now have around half a dozen instances on different devices .

MB bring out new Comand versions with each model range , they could easily move to an off air mapping system . Also with newer cars being ‘connected’ software updates should be user downloadable overnight .

 

[pmcgsmurf]

I have to wonder why MB are still stuck with the maps being stored in the vehicle ?
.

For one thing it would mean no connection then no navigation.

 

[219]

For one thing it would mean no connection then no navigation.

I’ve never had no navigation , not even in remote areas of the Highlands .

 

[pmcgsmurf]

I’ve never had no navigation , not even in remote areas of the Highlands .

Wow, I struggle at some places around here in the hills.

 

[markjay]

Another question.

If the car is in the dealership for a ( paid for ) service , and sitting in one of their service bays , plugged into their system , why isn’t the car scanned and any applicable software updates carried out as a matter of course ?

This should be routine , and should not incur additional cost since it can be done while the car is being serviced anyway .

I have always been charged extra for software updates when I requested this. To be fair to the dealer, they only charge me for half hour work, so I am happy to pay.