Citroen Refused to Fix Steering Wheel Cracks on My C5 Aircross Under Warranty
I have experienced the following issue with our 2022 C5 Aircross 1.5 BlueHDi Shine Bold EAT8 vehicle. On Saturday, November 9, 2024, I noticed cracks in various areas of the steering wheel, as shown in the photos. On the same day, I contacted the authorized service and spoke with Mr. A***** from the warranty department. He informed me that I needed to visit the service center on Monday for the issue to be photographed. On November 11, 2024, I visited the service center, and Mr. A***** photographed the issue, stating that the Citroen Headquarters would evaluate the matter and provide feedback through the service center. After 16 days with no response, I called the authorized service on November 27, 2024. Since I couldn’t reach Mr. A*****, I spoke with Ms. Ö****, a customer representative at the service center. She took my contact information and said Mr. A***** would call back. However, after some time, Ms. Ö**** herself called me back and informed me that Citroen Headquarters had determined that the issue would not be covered under warranty. After waiting 16 days without receiving any update from the service center, I found out about the decision only when I contacted them myself. On the same day, November 26, I called Citroen Headquarters to report the issue. I spoke with Ms. P****, a customer advisor, who helped me create a complaint file and said that Ms. N**** from the warranty department would get back to me within two business days.
Later, Mr. A***** called and said that the decision had already been made on November 12, 2024, just one day after my initial request, but I was not informed. On November 29, 2024, Ms. N**** from Citroen Headquarters finally contacted me and stated that the issue with the steering wheel was not manufacturing-related and that they would not be able to assist.
It is quite strange that Citroen, such a large company, dismissed this issue without conducting a detailed expert evaluation, despite it being clear that this is not caused by user misuse. A relative of mine in Antalya recently faced a similar issue with the steering wheel of their Ford Kuga. The authorized service immediately replaced the steering wheel. Such practices should not vary between companies in situations like this. I request that Citroen Headquarters address this issue promptly and take necessary action before the problem worsens.
