[ELTel]

So I needed the Screen replaced on my EX30. I’ve had it under 2 months, So I took it to Derby on the 3rd of April. As the ADAS needed to be recalibrated. It’s a 45 minute drive there from our home. Its on an industrial estate, but hey at least there’s a Greggs next door and a waiting room.

So was booked in for 3 hrs after 2.5hrs the technician came out said he’s having issues recalibrating and after another 1.5 hrs he still couldn’t calibrate it.

I was sent away saying AG would be in touch, I received a letter from them via email after leaving.

They called from a private number and I didn’t answer and left a message. Saying they wanted to get me back to try again, but 1st needed to order another screen. The one they installed was an original Volvo product and that they’d call me, when it was in hand to arrange a date. Never got a call.

So I called them and arranged it for Wednesday the 16th of April at 12.30pm. The 1st available slot.

Now I was there, 15 or 20 mins and the new technician came out and said we are going to have to call you a taxi as the camera is actually broken and that’s why it cannot be calibrated and the car is not safe to drive. (it was working when I took it to them on the 3rd) So the 1st technician has broken the camera when installing the screen.

I refused as they only inspected the car on this occasion and I have been driving the car for almost 2 weeks without any ADAS systems working as the car knows and has disabled them all. So they cannot malfunction in anyway or cause an issue that could cause an accident in anyway.

He said their Rectification Team would be in touch to organise a hire car, while they have my car towed to Volvo. They called me before I even left AG in Derby in the EX30 and I told them the situation and asked what has changed between the verbal advise now and the info to be careful on the 3rd and that I did not accept the car was suddenly not safe. As for the last 2 weeks all ADAS systems have been off, so cannot cause an issue.

I have driven from / to Derby, to mine 3 times in the car without any ADAS and without any issues whatsoever. I do miss the pilot or adaptive cruise as that’s one thing I do need on a car.

So are all cars now without ADAS unsafe. If so why can they be turned off by the driver.

Still not had anything in writing from them on the 16th regarding why its now deemed unsafe to drive and if it is, why was I told on the 3rd to be exercise caution.

Anyhow he arranged for a hire car company to contact me. No cars available till Friday and they won’t pay for an EV, only a petrol and a car not an SUV. Which is not easy for me to get in or out of. Plus the EV is saving me a lot of money over my previous ICE. It depends on the time scale, but I don’t see why I should be out of pocket for their errors or made to drive a car that creates tail pipe emissions or will cause me issues as a Motability customer and that those needs are not being addressed and my current car is picked because it’s the most suitable to my current needs.

I contacted MB to see what they say and they are not interested and they called AG and said a warranty specialist would contact me by 5pm on Weds, no one did and still haven’t.

I called the Rectification Team back and spoke to same person and he said, he’d called Volvo and they would call him back with dates and that they wouldn’t offer an EV unless the wait was long and to take the petrol 1st. The hire company did offer an electric Corsa but it’s just to low and too small.

So on Thursday morning. I called Insurance to see what they say and again directed to speak to Autoglass. So I thought ok, I’ll email the Rectification Team guy as he said to do.. First though I called Volvo, he’d said he had called.

To find out how long before they could get the car in, which was the 14th of May at the earliest. My local Volvo service centre shut up shop a month ago. So its the dealership I ordered the car from and I found out in less than 5 minutes when the next availability was, but it’s down to AG to book it in and pay for the repair not me or MB.

I explained the situation with AG and that the ADAS camera was now broken and asked, is the car safe to drive and the reply was they are aids and it is always the drivers responsibility. If one has an accident when using them or not using them. Volvo then said that the system will deactivate for various reasons including an issue with the camera. I then asked, so if I booked it in now is it safe to drive until you can look at it. Yes but care must be taken as the ADAS systems are not active. Also that they had not been contacted by AG.

So I emailed AG and still nothing. I get it it’s the easter weekend. So I cancelled the hire car, as I had no reply and considering the wait, just to see the car, of a month and maybe a cancelation, if it’s on site but no guarantee.

But as the car is still safe to drive according to Volvo and the fact I already have been driving it for 2 weeks prior.

I felt if I accepted the hire car I am agreeing to AG contractual terms by doing so and that it is somehow unsafe to drive. That it’s suddenly on the 16th now somehow according to them unsafe to drive. Which it is not. But wasn’t the case on the 3rd and if so why was I given that advice it was.

Is it that they are liable as they have broken the camera I wonder. Regardless of what their T&C say. Hence the hurry to get me out of the ex30 and into a hire car.

Replacement vehicle of our choice (acting reasonably) Which for me is a vehicle suitable for my needs and like MB would supply a like for like given the time frame is unknown and could well be over a month or more. As I dispute their verbal advise, which they won’t put in writing, that contradicts the written advise on the 3rd.

Still no contact from AG today.

So Guess I’m looking for advise from the forum on this matter. hope I’m clear in my words as often, I can get it but others don’t please ask if that’s the case.

EX30 SMER Ultra

Topic

[kezo]

How the feck did they manage to break the camera, it’s the housing they remove with the camera inside, so technically they don’t touch the actual camera to break it.

In my view Autoglass use oem screens, rather than genuine and this can cause no end of issues with ADAS and HUD’s.

After 3 attempts, I would demand it go to Volvo directly to be fixed but, Motability are a wet weekend and don’t care, which is shocking given they own the car. Perhaps email MB CEO and explain the situation and how you would like to move forward with it, to get it fixed and if necessary a electric loan car.

[Rene]

I think you mistook OEM for aftermarket there.

OEM means original equipment manufacturer. In case of the EX30, the OEM is Saint-Gobain Sekurit. The company Volvo buys their glass from (they don’t make their own, obviously) – you guessed it – is also Saint-Gobain Sekurit. Volvo just puts a Volvo sticker in some corner of the glass, increases the price by 30%, and pushes it out the door making sure that you as the customer know to only ever buy the “genuine Volvo part”.

At the very best, you could call Volvo a VAR, but that doesn’t make a spare they had zero part in manufacturing in, “genuine”. It’s Saint-Gobain Sekurit glass with a Volvo sticker (where the VAR, or “value added reseller”) comes in. Same for Bosch (or Denso/NGK) sparkilators. They’re not “genuine Volvo parts”, they’re Bosch parts with a Volvo sticker and more expensive.

If the mechanic didn’t break the camera, there would be 100% zero issues with OEM glass.

Prior: SEAT Ateca Xcellence Lux 1.5 TSI DSG MY19, VW Golf GTE PHEV DSG MY23
Current: Hyundai Ioniq 6 Ultimate
Next: we'll see what's available in 2028.

[swwchris]

I was also a little confused by the comment from Kezo regarding use of OEM screens, thinking that I would normally look for an OEM spare rather than aftermarket. Also that in this case the camera has been somehow damaged rather than the actual screen causing a problem (of course it may have been a problem with fitting which resulted in the damage).

[kezo]

Rene wrote:

I think you mistook OEM for aftermarket there.

I confused myself, which isn’t difficult these days 😂

 

 

[kezo]

swwchris wrote:

I was also a little confused by the comment from Kezo regarding use of OEM screens, thinking that I would normally look for an OEM spare rather than aftermarket. Also that in this case the camera has been somehow damaged rather than the actual screen causing a problem (of course it may have been a problem with fitting which resulted in the damage).

As I just said to Rene, I confuse myself most days and most likely the error was through frustion, after regretting fitting a aftermarket carb to a Stiga mower, which still isn’t running right and searching for genuine from Stiga or OEM are the same silly price but, most frustrating none are available in the UK!

[ELTel]

kezo wrote:

How the feck did they manage to break the camera, it’s the housing they remove with the camera inside, so technically they don’t touch the actual camera to break it. In my view Autoglass use oem screens, rather than genuine and this can cause no end of issues with ADAS and HUD’s. After 3 attempts, I would demand it go to Volvo directly to be fixed but, Motability are a wet weekend and don’t care, which is shocking given they own the car. Perhaps email MB CEO and explain the situation and how you would like to move forward with it, to get it fixed and if necessary a electric loan car.

Thx, the screen they put in has a Volvo logo. Who knows, the 2nd tech showed me how the camera was moving about. As he hadn’t put the cover back on and seriously expected me to just eat there BS and get a taxi home, so had just left the plastic cover on the drivers seat.

Still nothing from AG since my email. Did have another call from Hire company today, but I was snoozing  as in a lot of pain and didn’t sleep much last night. didn’t leave a message or call back so odds are it’s to see if I changed my mind. As they likely going to get over a months hire car money.

The fact is the car needs to go to Volvo. The big issue is Autoglass trying to say the car is unsafe to drive, when it is clearly not and nothing in writing from them. So they want it shipped to Volvo and left there for who knows how long.

I will try contact them again tomorrow and offer my solutions and also contact MB again to9 inform them it’s a week now since I was told by them I would be contacted by AG by 5pm.

3 weeks now of driving the car with no issues, accept for no adas or related aids are working.

Mb don’t care as they are not car experts and I now question if AG actually are. Volvo say its safe to drive. Some drivers of cars with adas will know the issues you can have when it works. I have non of those issues now. They all deactivated and  cannot be activated for safety reasons, so the cars doesn’t malfunctions and operates like a normal car.

Another week has passed and the car is still not booked in with Volvo by me or AG

EX30 SMER Ultra

[ELTel]

Rene wrote:

I think you mistook OEM for aftermarket there. OEM means original equipment manufacturer. In case of the EX30, the OEM is Saint-Gobain Sekurit. The company Volvo buys their glass from (they don’t make their own, obviously) – you guessed it – is also Saint-Gobain Sekurit. Volvo just puts a Volvo sticker in some corner of the glass, increases the price by 30%, and pushes it out the door making sure that you as the customer know to only ever buy the “genuine Volvo part”. At the very best, you could call Volvo a VAR, but that doesn’t make a spare they had zero part in manufacturing in, “genuine”. It’s Saint-Gobain Sekurit glass with a Volvo sticker (where the VAR, or “value added reseller”) comes in. Same for Bosch (or Denso/NGK) sparkilators. They’re not “genuine Volvo parts”, they’re Bosch parts with a Volvo sticker and more expensive. If the mechanic didn’t break the camera, there would be 100% zero issues with OEM glass.

All I know is it has a Volvo logo. So I presume the same that was on the car originally and it was source from Volvo as AG couldn’t get one from anywhere else.

Yep On the ex30 Facebook group others had no issues with re-calibration. The issue was the 1st technician didn’t realise he had broken the camera and tried for almost 2 hrs to do so. Then the 2nd took less that 20mins to decide that was the issue, when I went to them again almost 2 weeks later.

So the car needs now to go to Volvo and it’s on them, but I do not accept it’s now somehow unsafe to drive.

EX30 SMER Ultra

[Oscarmax]

The next problem who pays for the broken camera and calibration Motability, their insurance company or Autoglass ?

Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.

[ELTel]

Oscarmax wrote:

The next problem who pays for the broken camera and calibration Motability, their insurance company or Autoglass ?

Autoglass as they broke the camera. That’s the issue. They wanted to put me in a hire car. On the day (that’s just not suitable for my needs) for who knows how long and are trying to say the EX30 is somehow unsafe to drive.

Which is the bigger issue. But there were no cars available. So just as well I didn’t accept their BS that it’s unsafe and leave the car and get a taxi 45 minutes away to home.

After driving the car for 2 weeks without any adas, after their 1st failed attempt and speaking with my nearest Volvo dealership, where I got the car from, about the issue. How is it suddenly unsafe to drive. Its not.

Which Volvo also disputes, but MB are like spk to AG. and don’t seem to care one bit. It felt like they wanted me off the phone and even asked what would I like them to do, in some passive aggressive manner. Yet it’s their car not mine. To then tell me we are not car experts. That’s not what I asked and they just refused to be helpful.

On wed the 16th MB said someone from AG (warranty) would call me before 5pm and I’m still wating. They now also had Thursday, Tuesday and today.

Same with email I sent to other dept, I could have had the car booked in already, but still they haven’t obviously done so.

Which again makes me wonder the motives for trying to get me to accept a hire car in the 1st place.

Now say the cars is unsafe, which it’s not. Why have I been driving it for 2 weeks and the letter sent to me on the 3rd doesn’t state that. Cannot be both.. So why have I been advised to drive an unsafe car for 2 weeks. Again Mb don’t want to engage. Guess I’ll call them again tomorrow also. If no joy I email the ceo.

I guess MB could get Volvo to fix it and then charge Autoglass. I cannot as I do not own the car and cannot authorise Volvo to do any work on the car. So now I’m stuck in this situation which is also not good for my overall health. If it carry’s on I’ll just keep driving the ex30 and suffer when on longer trips with no adaptive cruise, or cancel any I have planned.

Which odds are the hire car won’t have either and I depend on  that a lot to reduce the level of pain I suffer, driving far and then are wiped out for days because of it. Also a higher type vehicle as others lower I cannot get in or out of and an EV for moral reasons. That I don’t see as unreasonable at all.

Which is why I will always get a car with adaptive cruise, even when hiring one, If it was Mb or insurance I’d expect a like for like vehicle. Replacement vehicle of our choice (acting reasonably) you’d think that as a disabled driver those would be reasonably expected to be provided, over an able bodied client.

 

 

EX30 SMER Ultra

[kezo]

ELTel wrote:

Thx, the screen they put in has a Volvo logo. Who knows, the 2nd tech showed me how the camera was moving about. As he hadn’t put the cover back on and seriously expected me to just eat there BS and get a taxi home, so had just left the plastic cover on the drivers seat.

Sounds like genuine windscreen.

I still suggest you email Motability CEO and get them involved andrewmiller@motabiltyoperations.co.uk

[ELTel]

kezo wrote:

ELTel wrote:

Thx, the screen they put in has a Volvo logo. Who knows, the 2nd tech showed me how the camera was moving about. As he hadn’t put the cover back on and seriously expected me to just eat there BS and get a taxi home, so had just left the plastic cover on the drivers seat.

Sounds like genuine windscreen. I still suggest you email Motability CEO and get them involved andrewmiller@motabiltyoperations.co.uk

Indeed, a genuine windscreen.

I’ll give them a chance to resolve the issue fully tomorrow, if not or my cars not booked in with Volvo I will email the higher ups. Thx, appreciate your help.

EX30 SMER Ultra

[ELTel]

Update.

My cars now booked in with Volvo on the 28/05/25.

Spoke to Mb on 24th and were actually more helpful. Guess as I’d now spoken to Volvo.

They tried to call Autoglass concierge team but was on hold for 20 mins. So gave me the number and they helped, Although it took till Friday and another call to them and explaining it all again to another person to get action from the rectifications teams and get a date.

Luckily that 2nd person has a disabled daughter and a car on the scheme, or I think I’d still be stuck on the merry go round, I was on.

Both people I spoke to where confused as to why the car was unsafe.

On Friday, In my chat with RT team person. he let it slip it was an insurance issue. I pulled him straight up on it. Clearly the liability is with Autoglass and that’s why they don’t want me driving the car not that it’s unsafe. It not him making the decision he’s just the poor guy told to sort this case out and only has limited powers. So hopefully, A solution can be found on Monday and he gets the go ahead, to provide a car like mine. Which is one picked for my disability needs.

Now they working on sorting a suitable hire car that IMO should be an SUV and an BEV and hopefully has adaptive cruise. As I cannot do longer journeys without it and putting myself in more & more pain, than necessary.

Which is why, I have now had 4 cars with adaptive cruise control and won’t get one without it. That alone has made a huge difference to my ability to go anywhere, especially on my worst days or when I get sudden flair up. When I just wouldn’t drive at all. Low speed follow is brilliant and I use it daily, if safe to do so. Not just on longer trips. It’s almost been a month without it and reinforces why I do really need it.

I am the only driver in the household my wife has epilepsy and we’ve got a few longer trips planned and I already cancelled a week away over easter because of no ACC or Pilot as Volvo call it.

So yeah, Just as well I stuck to my guns or I’d be in a lower car, that I cannot get out of and struggle to get into, and I’ll be at least £250 quid out of pocket for having a petrol over an EV a month.

Plus my conscience is clear regarding the environment.

I ain’t been forced to get an EV, so I don’t see why I should be forced to go back to petrol. Companies need to start understanding this and hopefully they just start providing them. Rather than it being a fight to get one. Also the same for those with disabilities. Who need a like for like car for there needs and should be treated differently, because of that and not just be offered a standard car, when it’s Autoglass that have caused this issue.

EX30 SMER Ultra

[ELTel]

Just an update today the hire car arrived from enterprise a 73 plate Ford Mustang Mach-E ER RWD. With a 91kwh usable battery. It took a few weeks to sort it out. My EX30 isn’t going to the dealers until the 28th and I have since found out the part that’s likely needed to fix the ADAS. Has been on back order since the beginning of April with no actual date as to when, So I guess it doesn’t matter now how long my ex30 will be at Volvo.

The bonus is I have a trip down south planned in a few weeks and it might make it there and back on 100% so the cost could be as little as £6.10 to do the 280 mile round trip. The car is huge compared to the EX30 so it might push me to accept NCC terms for the Kerbo gully installation. So come renewal A bigger car is an option.

EX30 SMER Ultra

[ELTel]

Oh, so now the wait begins. Volvo have confirmed today a new camera unit is needed to repair the adas system. Now its almost 2 months Since Autoglass broke it and who knows how long it will be now. As the part is not available from Sweden, hasn’t been since beginning of April and there is no date as to when. So I guess it’s good that I stuck to my guns as they say and held out for an EV that was an SUV.

I did call VIA the company that deal with the kerb gully’s for the council, as I had a few question on the costs, which are not listed, but not had a call back as they said they would do. I cannot enter into an agreement without knowing the costs. Once the 2 year guarantee period is over and the 7 years of us being liable starts.

So I went and bought a D-line from screwfix, used it the other night and had no issues, It has such a really low profile. So is probably the best one on the market. Plus I only ever charge overnight and my parking spot is right next to a lamppost with new led lights.

I also bought a padlock to lock it to the cable. As there has been a few occasions when my house camera has picked up hooded masked individuals trying car doors on the street a good few times now and next door had his van targeted only the other night.

Crazy how something as simple as replacing a windscreen can become the huge drawn out issue, that it has become and still has no end date in sight.

EX30 SMER Ultra

[kezo]

Good choice with the D Line cable matt, thet to like Kerbo are gaining council approval up and down the country.

How long you got the Mach E for, or will it be a case of Motability saying thats enough, you need to order a new car?

Who’s pick up the bill, bet it won’t be Autoglass, even though they are the ones at fault!

[ELTel]

kezo wrote:

Good choice with the D Line cable matt, thet to like Kerbo are gaining council approval up and down the country. How long you got the Mach E for, or will it be a case of Motability saying thats enough, you need to order a new car? Who’s pick up the bill, bet it won’t be Autoglass, even though they are the ones at fault!

 

My C.C . ain’t supportive of them one bit. But needs must. Doubt anyone will come around at night to say you got to remove it and I only charge at night.

I don’t have a clue how long I’ll have the mach e for. But theirs no way I can fit it on my offroad space. Its half a metre longer than my ex30 at 4.7m which I why I looked into Kerbo trial. Which is 9 years long and tied to the house and our responsibility and all liabilities are on us. Only the councils own company via can do any work on it etc etc.. but no costs of said works or even to have it removed. Although they it install for free and guarantee it for 2 years, but not the liability in that period.

Autoglass are paying for it, I don’t know if then they claiming of Direct line or there own insurance but they broke the camera unit and even had a tow truck take the car to Volvo yesterday for them to look at it today. As they don’t want me driving it. Although now they saying its for my convenance and have refused to put why they said it was somehow unsafe to drive in writing. There’s no date on the part and Volvo have recently started production in Ghent of the ex30. So I guess parts are being used for more new cars for USA and Canada and none for ones already made, especially ones with lots of micro chips in them.

EX30 SMER Ultra

[Author]

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