On 16 January 2025, Stellantis took a major step forward by launching a compensation platform for customers of its brands (Peugeot, Citroën, DS and Opel) whose PureTech engines have failed. This system, which deals with complaints relating to timing belt problems or excessive oil consumption, demonstrates the Group's clear desire to restore consumer confidence. This initiative, which is currently limited to France and Spain, could mark a turning point in the relationship between Stellantis and its customers, as the group seeks to rectify a situation that has seriously damaged its reputation.
PureTech engine reliability issues: a major loss of confidence.
For several months now, owners of vehicles fitted with these engines (manufactured between 2012 and 2022) have been experiencing significant reliability problems. The most common problem is premature timing belt failure, which can cause serious engine damage. Oil consumption problems caused by piston ring or oil separator failures have also affected some vehicles.
These incidents have sparked a wave of discontent on social networks and in the media, creating a shockwave among owners and damaging Stellantis' reputation. Despite previous gestures of support, many customers have felt left out, especially those who experienced problems after 2021 when the manufacturer's repair cover became less generous.
The compensation platform: conditions and eligibility criteria
Faced with pressure and the need to restore its credibility, Stellantis has set up a claims platform. This initiative is aimed at customers who have experienced engine problems between 1 January 2022 and 18 March 2024. To benefit, customers must meet a number of strict criteria. Claims must relate to vehicles that have benefited from an extended warranty of 10 years or 175,000 km, and maintenance must have been carried out in accordance with the manufacturer's recommendations.
Claims can relate to 1.0 and 1.2 PureTech aspirated and turbocharged engines manufactured before June 2022 and affected by timing belt failure or excessive oil consumption. Repairs must also have been carried out within the Stellantis authorised network.
This platform is initially available to French and Spanish customers. Stellantis plans to extend it to the entire European Union by the end of February 2025, before considering an international roll-out. Once the files have been submitted, Stellantis undertakes to process each claim within a maximum of six weeks, while ensuring special monitoring of collective actions already underway.
A policy to regain trust
This initiative is the first step in a change of policy at Stellantis, which seems to have finally recognised the scale of the problems faced by its customers. Valérie Candeiller, Peugeot's communications director and head of customer experience, stressed: "This is an issue that the group takes very seriously. "Our objective is to regain the trust of our customers. It is an absolute priority." To regain consumer confidence, Stellantis is also taking concrete measures, such as this compensation platform.
In addition to this new approach, the manufacturer has already introduced extended warranties and reliability certificates for its used vehicles to reassure customers in the event of any future problems.
By establishing this compensation platform, Stellantis is taking an important step to restore its image and regain the trust of owners of defective PureTech engines. The Group, which has suffered a loss of credibility in recent months, is demonstrating its willingness to take concrete measures to remedy the situation. This gesture could mark a turning point in the relationship between the Group and its customers and restore some peace of mind to motorists affected by these defects.
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