Pricewatch: Readers’ queries

Exhausted by Opel's response to engine noise

A reader called Donal bought a 2011 Vauxhall Zafira in the North in early 2012. "About a year later, I noticed an irregular sound coming from the engine," he writes. "At times, the sound is extremely noticeable. If you heard it, you'd think there was something wrong with the engine. As the car was only two years old, with less than 20,000 miles on the clock, I was very concerned," he says.

"As a result, I brought the car to Opel so they could investigate (under the car's warranty). They did so and informed me that my car had indeed an irregular sound in its engine. They went on to further explain that this particular Zafira model has a certain issue with its engine that causes this noise. In other words, they have had similar cases to mine."

Opel replaced a pipe in the engine with the aim of eliminating the erratic noise, but it was not successful, and the noise remains.

“Since then I have been in contact with Opel many times in an attempt to get them to take responsibility; all I want is a commitment that they will rid the car’s engine of this noise, which I believe significantly devalues the car.

“However, Opel have refused to provide me with such a commitment. Instead, they insist that the noise is ‘characteristic’ of this specific Zafira model, and is in no way detrimental to the car’s performance.”

The company has offered him an extension to the car’s warranty until the end of 2014 as a sign of their certainty that the noise will have no negative effect on the car’s performance, but the offer brings him no closer to getting Opel to agree to eliminate the noise. “Opel have informed me there is nothing more that they’re willing to do.”

We contacted Opel and were told that the company was “liaising with this customer directly”. A spokeswoman said the sound was “characteristic of the engine and is not a manufacturing fault or defect. As a gesture of goodwill to our customers, we honour Vauxhall warranties in the Republic of Ireland, and in this case we have made an offer to the customer that will alleviate any of his concerns.”

However, the customer’s concerns are not alleviated, and he has pointed out that the problem is not so much with the car today but the knock-on effects when he goes to sell it. We put this to Opel and got a more in-depth response.

A spokeswoman said that a full inspection of the car had been carried out by Opel Ireland’s technical field engineer, and no manufacturing defect with the vehicle had been found.

“To stand over this, we have extended the warranty to 18 months, she said. “To alleviate any further concerns the customer may have, we’ve offered a full vehicle health check at one of our regional technical centres. However the customer declined this offer.”

Regarding the trade-in value of the vehicle, she reiterated: “We’ve been dealing with the customer directly to alleviate any if his concerns.”

Mazy system to get hold of medical records

Edward from Wexford contacted us with an alarming tale. He recently rang his GP and explained to a "very pleasant receptionist" that he needed copies of his medical records since he was going to be visiting the United States for an extended period. Since he has a relatively serious heart condition and is on a cocktail of prescription drugs, he will most likely have to visit an American doctor while on his trip.

“I had a similar request 10 years ago, and got the records without any trouble. Unfortunately, the receptionist explained that since the Freedom of Information Act was amended the only way they could release my personal medical records was if they received a letter from an authorised medical professional requesting the transfer to the new doctor,” he writes.

Our reader said would be perfectly fine if he were moving from Cork to Roscommon, but his journey will be out of the country and indeed out of the European Union.

“The receptionist further explained that, as an alternative, I could submit a request to the authorities responsible for administering the Freedom of Information Act requesting my medical records be released to me personally. However, she said it was a rather involved process, and that it would take a minimum of six weeks to receive a reply, and that reply might even be negative.”

He is beginning his journey in four weeks, so that isn’t an option. “Now my only solution is to find a doctor in the US and explain my circumstances, and hope that he or she will be kind enough to send a letter of request and, secondly, hope for a timely response.”

He says he is bringing this situation to our attention because "so many Irish people are emigrating to faraway places such as Canada, Australia and the US. If they have an ongoing medical condition they should be made aware of the current process of obtaining their medical records from their GP."