HMI/RCC update process

Hi,

I'm a bit unnerved by a contact with Citroen customer support about a HMI/RCC software update...
The app isn't connecting anymore after it was last updated. So in February I updated the in-car software with the latest version, hoping it would cure the app's problem. It dindn't.

Now, customer service says my RCC software would be outdated - according to their database.
They sent me a link to an update, which is exactly the version I (successfully) updated the car with in Feb (PSA_rcc-firmware_4_085_19-1E028-5_RCC_EU_W3_ECO.tar). They don't believe me (despite photo proof) or don't understand that their information is outdated, not the car's software... They keep insisting I should update the software (again...).

My question is: How would their system know of an update, anyway? How is the version information transmitted? My C3 has no online features (other than the app, which isn't connecting).

thanks!

Citroen dealers report back the updates, both firmware and the car safety updates done that they carried out themselves.

If the customer did the firmware update or changed the faulty parts listed on the bulletins, then Citroen HQ would not know the true state of the car until a dealer got their hands on it.


Obviously when Citroen supply the update to the customer as a self download this system goes to pot and it sounds like this has happened here.

Thanks, I thought so. Now I'll try to explain that to an underpaid 1st-level support...