Dear Skoda UK Customer ServicesVehicle: SKODA ENYAQ | Registration: HN22ZWG | VIN: TMBKB7NY1NF053448I am writing to register a formal complaint regarding a recurring failure of the rear reversing camera on my SKODA ENYAQ, which has now been rendered inoperative on two separate occasions — on both occasions following software updates carried out at Skoda-authorised dealerships. I am making clear at the outset that I do not consider myself responsible for this situation and I will not be meeting any cost of resolution.BACKGROUNDI took delivery of my ENYAQ in July 2022 via Garland Motors (Aldershot). The vehicle was delivered with a rear reversing camera installed and in full working order. That camera was fitted pre-delivery, apparently by a third party — Mobile In Car (Paul Mundy) — on behalf of Garland Motors.FIRST FAILURE — July 2024In or around July 2024, I took the vehicle to Allams Skoda (Epsom) to address a separate issue with the puddle lights. Allams carried out a software update at the same time. Immediately following that update, the rear reversing camera ceased to function. Allams' Master Technician was unable to resolve the issue.After considerable back-and-forth with Garland Motors, Andrew Evans, Tim Arnold (Skoda Accredited Business Development Manager), and Paul Mundy at Mobile In Car, it emerged that the software update had 'uncoded' the aftermarket camera from the vehicle. A recode dongle had apparently been supplied by Mobile In Car at the time of installation and should have been in the glovebox — it was not.The matter was eventually resolved in July 2024 when I drove the vehicle to a SEAT dealership in Twickenham, where Paul Mundy's colleague recoded the camera. I was told a replacement dongle would be posted to me by Paul Mundy. It never arrived.SECOND FAILURE — March 2026The rear reversing camera has now failed again, in identical circumstances. I brought the vehicle to Skoda Guildford to investigate a warning light on the dashboard. Prior to running any diagnostic, Skoda Guildford installed a recall software update — a process that took several days. Upon collection, the rear reversing camera had again ceased to function.This is precisely the same pattern as before: a dealer-initiated software update, with no prior warning to me that it would interfere with the camera, resulting in the same fault.PAUL MUNDY'S POSITIONToday, Paul Mundy responded to my enquiry to confirm that he has ceased supplying coding dongles because Skoda workshops were refusing to use them following software updates — stating that a workshop must carry out two control unit unlocks using their own diagnostics before the dongle can be used, rendering it ineffective for end-users. He has quoted a call-out charge of £75 + VAT to recode the vehicle, noting that the vehicle is outside his warranty period.MY POSITIONI find this situation wholly unacceptable. The sequence of events is clear:1. I took delivery of a vehicle with a working rear reversing camera — installed on Garland Motors' behalf, at their direction, prior to delivery. It remains unclear to me why this was not installed at the factory itself.2. On two separate occasions, software updates carried out by Skoda-authorised dealerships have deactivated that camera without prior warning to me.3. I was never adequately informed at the point of delivery — or at the point of any subsequent update — that a software update would interfere with the camera or that I needed to take any particular steps to safeguard it.4. The coding infrastructure (the dongle) that was supposed to protect against this eventuality was never properly handed over to me at delivery.The failure is systemic: it lies between Garland Motors' pre-delivery installation arrangement with Mobile In Car, and Skoda's own software update protocols, which are apparently incompatible with third-party accessories fitted to vehicles sold through your own authorised network.That is not my problem to resolve — and it is certainly not my cost to bear.WHAT I REQUIREI require the following, and I expect a substantive response within 14 days:1. Immediate arrangement, at no cost to me, for my vehicle to be recoded by a Skoda-approved dealer or authorised technician, restoring full functionality of the rear reversing camera.2. A formal written explanation from Skoda UK as to why your authorised dealerships' software update procedures continue to deactivate third-party accessories fitted to vehicles sold through your network, and what steps you are taking to prevent recurrence.3. Confirmation of what permanent solution will be put in place so that any future software updates do not repeat this failure.I have retained all correspondence in connection with this matter, including emails with Garland Motors, Tim Arnold, Andrew Evans, and Paul Mundy, dating back to July 2022 - which is copied below.If this matter is not resolved promptly and at no cost to me, I will have no hesitation in escalating my complaint through the appropriate channels, including to the Motor Ombudsman.I look forward to your prompt response.Kind regardsS. Tariq MubarakM: 077 8070 7407

Kevin Hall was excellent in helping my wife and I look at options with Škoda

Below is the email I sent on 9th jan, this has not been dealt with or resolved in any way, I have been ignored.Hello Jason,Thank you for managing the car hand over today.I have got the car home, had a good look round with my husband and have come across some damage to the internal fabric on the passengers side rear door. See pictures attached.This is more than just a small mark. It is something I believe should have been mentioned/photographed before being sold. Or it should have been repaired by yourselves accordingly prior to sale.I do not understand why this was not picked up during the detailing/valet?This is very disappointing.I look forward to hearing from you ASAP.Kind regards,Stephanie Harris

Everything ran as scheduled. I only dropped one star because parking was awkward.

Jason (sales) was great with answering all my questions at the initial enquiry through to having the car ready for test drive. The only reason i didn’t purchase from Guildford Skoda was that I found a very similar car for a significantly cheaper price further north and went with that option.

I recently made an enquiry with Lookers Škoda Guildford and was very pleased with the overall experience. Ismail was helpful, responsive, and made the process straight forward. I felt well‑informed throughout and appreciated the professional service.

Very helpful

The man who gave me a trust drive was brilliant really Patient gave me lots of information and super friendly great salesman

Very poor . Ridiculously low px valuation . You 39k and 3 other dealers 36k

I have already completed a survey form expressing my dissatisfaction & requesting a call, still not heard anything. Completed a Trustpilot review which says to send in complaint, so here it is. I'm still awaiting contact from someone senior to discuss.