Does my fleet vehicle warranty get cancelled when moving interstate?
QUESTION
Hi John,
I purchased a new Subaru Outback from Subaru Docklands in Melbourne, in March, 2018. I went through AutoExpert and got a three-year extra warranty at the time.
I have now moved to Queensland and the Subaru ‘Starlink’ has packed it in, and the vehicle needs a new motor.
I live in Hervey Bay and the Subaru service team here has been trying to put through a warranty claim for me, but the team at Docklands has said it’s not under warranty. I checked with Alliance Insurance and they have stated that the warranty is current. I have also been trying to speak with someone at Subaru Docklands and left several messages to call me, but to no avail.
Apparently, if you move interstate the fleet warranty gets locked. All that has to be done is for someone at Docklands to call Alliance and have the lock removed.
Does this sound right to you? Can you suggest anything to help me? I just want to get my car fixed.
Thank you in advance.
Lyn
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ANSWER
Lyn,
Whether or not the extended warranty covers you in Queensland is a matter for the fine print on the policy contract.
Generally, extended warranties are a waste of money as they lock you into servicing at a particular retailer. If you go elsewhere for servicing, it often voids the policy.
Your car is still covered by Australian Consumer Law. There’s a legislated guarantee of ‘Acceptable Quality’. (Google ‘ACCC Consumer Guarantees' for more.)
Essentially what the legislation does is legally require that all products you buy be “reasonably durable”. Your Starlink system has not been reasonably durable. Therefore, Subaru is legally required to repair it for free. (Ie - to provide a warranty-like free repair.) They have to do this. It’s the law.
It doesn’t matter which dealership you go to, be it your nearest one, or in another state - as long as you’re in Australia, the law applies to that vehicle, you and any dealership. They cannot brush you aside.
Just read up on it, learn how the law works on this, approach the new dealership, tell them you know how consumer law works. Watch them change their attitude. Remind them about what good customer service looks like, reputationally.
The law’s not on their side on this one. This is a four-year-old vehicle which, presumably, you haven’t abused or been negligent with, and it’s been serviced on time, routinely. They don’t have a leg to stand on - just stop letting them push you around. Stand your ground.
Subaru, as a brand, generally offers very good customer service, so it might be a dealer-specific issue.
Also, it’s best not to buy into extended warranties in future - they don’t give you additional protection. (Additional to what consumer law already does.)
You also need to go through the original contract you signed and understand it. In future, always know what you’re signing - this is a good policy for life in general.
Hope this helps. Let me know how you go.
JC
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