AA urges recall rethink

The industry must change its approach to recalls if it wants to take the critical issue of outstanding vehicle recalls. About one in 13 cars in the UK is subject to an outstanding vehicle recall.

According to data from the AA Populus Driver Panel, more than half (57%) of drivers would like an alternative to taking a recalled vehicle to the dealership, while three fifths (61%) would be more likely to act on a recall notice with a delivery and collection service. Just over half (53%) would be more likely to respond if a technician could come to their home or workplace. 

Stuart Thomas, director fleet & SME services, the AA, said, ‘The message for fleet operators, manufacturers and finance companies is clear. Drivers want to do the responsible thing and respond to a recall, but more than half (57%) feel it is an inconvenience. A worrying one in 16 (six per cent) admit to ignoring a recall notice, although the true number might be even higher.

‘Unsurprisingly, it is younger drivers who have the lowest knowledge of the recall process and who are demanding the highest levels of flexibility in responding to any issues. Fleet operators and finance houses should also take note that female drivers are more likely to delay contacting the manufacturer to arrange a repair and have a higher preference for convenience in servicing location, with 56% more likely to act if a technician could come to them.’

While the DVSA is encouraging operators to take advantage of text, email, advertising and marketing channels to reach an increasingly diverse group of end drivers, alongside the official recall letters, the AA wants to help fleet companies and finance houses go one step further in the push for recalls response. As such, the organisation is working with manufacturers to develop a complementary mobile recalls servicing team, to operate alongside the existing dealer network.  

Thomas said, ‘We know that the ideal solution for manufacturers is to get their customers back into the dealership so they can manage the ongoing relationship throughout the vehicle lifecycle. However, for a variety of reasons, that might not always be possible. Our research suggests drivers are looking for increasingly convenient and mobile solutions and we’re working with manufacturers to meet that need.’

Examples include sending AA technicians to the Scottish islands to carry out planned recall work on behalf of a manufacturer without dealers in the area, while pilots have also been conducted on a regional basis to support dealers managing a backlog.

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