The Connexion readers have been left fuming over ongoing delays to replace Citroen car airbags that put them at risk of “serious injury or death”.
David and Mary Haslam live in a small village in Lot-et-Garonne and bought their DS3 as a second car six years ago because they each had to travel away on family matters.
They received a letter from Citroën in May warning them of problems with the airbag, made by the now bankrupt Takata company in Japan.
“The chemical products contained in these airbags can deteriorate over time, exposing the driver and passenger to a risk of the bag breaking with too much force in the case of a collision, which might cause serious injuries or death,” it read.
Read more: Citroën accelerates recall of cars due to airbag defect
Airbag deterioration
Citroën has explained that C3 and DS3 cars made between 2009 and 2019 are affected, especially those which have spent time in areas with hot, humid summers.
It is concentrating the first part of its recall in France to the southern half of the country, and promises to replace airbags in affected cars in the north later.
Takata airbags were used all over the world and recall programmes have been running for years.
However, France and Citroën have only recently taken action after exploding airbags were implicated in serious accidents.
As the Haslams and countless other drivers have found, the company is still being slow to remedy the matter.
“We registered online for a code to have the airbag replaced straight away in May, but did not hear anything until late August,” said Mr Haslam.
“And when we went to the Citroën garage which had sold us the car, they just said that it was nothing to do with them and we would have to go through the company.”
Even after receiving the code and sending it to the garage in the department handling the recalls, the Haslams were left in the dark.
Long wait for replacements
“We got a letter back from the garage to say they had the code but no airbag. They promised to get back in touch with us when the airbag arrived. From internet sites it appears this wait can be anything from a couple of weeks to months!”
A Facebook group called Groupe CRATAIR (Campagne RAppel Takata AIRbags) has been set up by people unhappy with the time taken to sort out the problem.
Mr Haslam is one of its 6,500 members.
The delay has meant the Haslams have been left without a car on several occasions when one or the other of the couple has needed to travel to the UK.
“There is no public transport in our village, or shops, so we have had to rely on the goodwill of friends at those times, or take very expensive taxis,” said Mr Haslam.
“I have found the whole attitude of Citroën to be very poor.”
Read more: Mass car recalls in France: which brands and models are impacted and why?
Poor customer service complaints
His comments were echoed by another reader, Jan Beards, who lives in a small village in Hérault.
She has not been able to use her C3 car since April. In September she received a letter with a code informing her that the car will be repaired in 2025.
“The local garage had not received the same information I had,” she said.
“They say French people are still driving their cars, but would not give me a letter saying it was safe for me to do so.”
Her insurance company said she will be covered if she drives the car – however, other insurance firms have told customers they will not be covered, according to the CRATAIR group.
“We have a very poor bus service, and the main town is a 10 to 15-minute drive away. I cannot walk there because it is very hilly. I have been left stranded, and think Citroën should be doing more,” she said.
“To take away a person’s car for a year and hope to keep it quiet is very bad.”
Garages have also complained that when customers come in for the airbag change they are left with €1,500 bills which Citroën takes months to pay.
In summer, Citroën said that a new production line in the Italian factory making replacement airbags should speed up the process.
It did not respond to a request for an update from The Connexion.
French TV and radio have also covered the recall and the problems people face trying to find alternative transport.
Legal action planned
Consumer rights association UFC-Que Chosir warned it was considering legal action.
It gave Citroën a month to provide alternative transport for all people who needed it because their vehicles are immobilised, towing fees to the garage when replacement airbags are ready, and compensation for losses caused by cars being temporarily out of action.
“Our legal team is exploring what elements we can pursue in this case and we will keep people informed, UFC-Que Chosir told The Connexion.
Other car makers, including Land Rover, have also issued recall notices in France for vehicles fitted with Takata airbags.
More recently, many vehicles have been recalled for other issues including faulty steering wheels.
Read more: Mass car recalls in France: which brands and models are impacted and why?
