In the wake of the dieselgate scandal, Volkswagen’s September 2017 action plan for European citizens who have been misled and deceived has had some positive effects, with vehicles fitted with the cheat software being recalled and brought into compliance and substantial improvement in information to consumers, according to the European Commission and the 28 member states’ consumer authorities. However, these same national consumer authorities and the Commission regretted on Tuesday 17 July, the day on which they published their conclusions on VW’s response, that the German motor car giant has not yet met – far from it – all their joint demands (see EUROPE 11929 and 11880).
The most significant shortcoming is the refusal by the company to provide European consumers with a full and clear guarantee in the event of problems affecting vehicle performance after what is referred to as the “repair”. VW has refused to reveal the number of complaints received and to simplify the conditions giving access to the Trust Building Measure.
The assessment of the VW response reveals that 8.5 million cars have been recalled and that the rate of repair is now close to 80% (79.3% exactly).
Repair rates vary from one member state to another (36% in Romania, for example, compared with 90% in Germany).
“The good news is that Volkwagen has pledged to continue the free-of-charge update until the end of 2020 but has not provided any clear guarantee in the event of problems after the repair”, Justice and Consumers Commissioner Vérà Jourovà told the press on Monday (see EUROPE 12063). “Its attitude towards European consumers remains one of ‘think small’, particularly for a world-leading group. I’m counting on the European Parliament and member state governments so that we can bring in the ‘New Deal for Consumers’. We mustn’t miss this unique opportunity”, she added, alluding to the revision of European consumer law that was proposed in April and that will introduce a European collective redress system for consumers knowingly misled by major companies (see EUROPE 11999).
By means of video clips and extensive questions and answers on the websites of all the group’s makes, Volkswagen has, however, satisfied demands on transparency and information to consumers on the clear and precise reasons why vehicles have to be “repaired”, what the “repair” consists of, where it will be carried out, what will happen if consumers do not have their vehicle “repaired” and the member states in which vehicles which have not been “repaired” will be deemed not to be roadworthy (see EUROPE 11857).
It is worth pointing out that European consumers, unlike American consumers, misled in the dieselgate scandal have never been compensated by Volkswagen – not even on a voluntary basis. (Original version in French by Aminata Niang)