Lack of spare parts delays repairing vehicles for long periods of time

Consumers said there was a shortage of auto parts at some agencies, which caused delays in repairing their vehicles for long periods of up to three months.

They pointed to «Emirates Today» not to get replacement cars from car agencies in cases of delays in repairs, demanding the Ministry of Economy to oblige the car agencies for a specific period of time to repair cars, and provide spare parts.

In turn, the Ministry of Economy confirmed that the failure of car agencies to provide spare parts for cars for at least five years, is completely contrary to the standard contract for cars, and is a legal violation.

The ministry stressed the need for car agencies to provide a temporary alternative to the consumer if the maintenance operations require more than two weeks.

Consumer complaints

In detail, consumer Medhat Abdel Aziz said that his car dealership has received his vehicle since July, to make repairs after a minor collision, pointing out that he has not received the vehicle so far, although it was scheduled to take a short period of repair.

He stressed that the Agency informed him several times that the required spare parts are not available to them, or are on their way to the state, pointing out that he suffered financial losses because he had to use transportation.

He called on the regulatory authorities to set a maximum period of time for the repair of vehicles, and to oblige car agencies to them, and facilitate consumers.

In turn, consumer Reem al-Nadi said that the car agency informed her that a spare part in the brakes needed by her vehicle is not present, and that it has to wait two weeks at most to import and install, stressing that the car remained with the agency for about two months.

She explained that she did not get a replacement vehicle from the Agency, calling on the Ministry of Economy to oblige car agencies to provide spare parts quickly, with alternative cars if the repair and maintenance process takes a long time.

The consumer Akram Nabih said that he waited for up to three months, until the car dealership has finished repairing his car, pointing out that the agency attributed the delay in the delivery of the vehicle to the lack of spare parts required, and the process of importing from the factory. He demanded strict supervision of car agencies, and set a maximum time limit for car repairs, to facilitate consumers.

Legal offense

For his part, Director of the Consumer Protection Department at the Ministry of Economy, Dr. Hashem Al-Nuaimi, demanded the car agencies in the country to commit to provide spare parts for cars quickly to consumers, for a period of not less than five years from the date of the first registration of the car.

Al-Naimi said that the ministry has received complaints from consumers about the lack of some basic spare parts for their cars, and the failure of car agencies to provide spare parts for cars for at least five years, which is completely contrary to the standard contract for cars, and is a legal violation.

He pointed out that there are a few cases where spare parts are not available at the Agency in the country, because they are not required permanently, and not used continuously, which requires importing from abroad, which takes some time, pointing to the importance of expediting its request to provide as soon as possible.

Alternative car

Al-Naimi stressed the need for car agencies to provide a temporary replacement vehicle to the consumer temporarily, if the maintenance of the car requires a period of more than two weeks, noting that it does not have to be a replacement vehicle of the type or class of the original consumer car in the repair.

He said that the ministry will hold a meeting in the coming period with the Automobile Committee, which includes the main car agencies in the country, to emphasize the need to provide spare parts for consumer cars in cases of repairs and maintenance, as the right of the consumer, as well as the provision of a replacement vehicle in cases of delays in maintenance.

It was difficult and impractical to set time limits for car repairs or maintenance, especially since the circumstances of each case were different, according to the defect in the vehicle.

Car agencies: Direct import of spare parts

Car dealers are keen to speed up repair and maintenance of cars as one of the most important after-sales services, especially in the face of intense competition in the automotive market, two car dealers said on condition of anonymity.

The two officials confirmed to Emirates Today that there are spare parts for which there is no continuous demand for them all the time, so they are imported from the factory directly in case of need, especially since their presence in warehouses for long periods may lead to damage, and cause losses to the agency, and the quality is reduced Over time, this negatively affects the service provided to the consumer.

They explained that car agencies are committed to granting a replacement vehicle in cases of maintenance delays, pointing out that there may be delays in delivery of the car, if maintenance continues longer than expected.

Hashem Al Nuaimi:

“It is difficult and impractical to set time limits

Maximum Car Repair or Maintenance.