• We are having a problem with new Hotmail members being unable to receive activation emails. Please avoid using a Hotmail email address. Thanks.

What can I do about waiting over 60 days for an MG4 repair? Advice wanted

Sorry to hear all that Lynda. It’s certainly a problem that MG can’t provide the spare parts, and it puts customers in an impossible situation. Your choices are basically for the dealer to repair, replace or refund, and your way forward will be your choice.

For me the MG offered an acceptable range at an acceptable price, but in the end I feel the price has been achieved with some compromises that leave the few unlucky customers in an impossible position. For another few years we have gone back to a petrol car, and will return to the EV fold when the price, range, reliability compromises work better.

hope you find a solution with your dealer.

cheers, Matt
 
Unfortunately I seem to be in a similar situation. Car arrived in January with none of the software updated applied (including the fix for the Lane Kill Assist). This was supposed to have been resolved a few weeks later after I took the car in but the issues still existed and the car was then also phantom braking while in reverse. This was day 30 of owning the car and I sent a rejection email to the dealership and Santander Finance.

Under Santander's advice, I took the car to the dealership again to have the software updates installed. The update apparently failed to install and a new infotainment system would be required. I reiterated that I wanted to reject the car.

Nearly two months later I'm still waiting, and since then Santander have told me that as the dealership still hasn't received the infotainment system they haven't completed their final attempt to repair and therefore I have no right to a rejection, and that because I allowed them to attempt the second repair I also lose my right to a full refund within the first 30 days.

At this point it seems like neither the dealership nor Santander actually care at all and trying to reach anyone at both ends is nearly impossible or they don't call back when they say they will, so I'm currently trying to contact Citizen's Advice to see if they have any recommendations.
 
Sorry to hear all that Drakon. You appear to be doing all the right stuff. Are you driving the car or is it with the dealer. I was insistent not to use the car to reinforce the fact that it wasn’t fit for purpose.

Don’t know what to suggest, not sure I agree that a repair is in progress if you are waiting weeks or months for the parts.

As I said, I wrote a polite and truthful email explaining my rights and asking for a refund. At that point they were really good and progressed it really quickly.

Hope you get a successful resolution

Oh, I’ve had an email today from our old car saying the airbag has triggered an alarm. No idea what that could be

Cheers
 
Sorry to hear all that Drakon. You appear to be doing all the right stuff. Are you driving the car or is it with the dealer. I was insistent not to use the car to reinforce the fact that it wasn’t fit for purpose.

Don’t know what to suggest, not sure I agree that a repair is in progress if you are waiting weeks or months for the parts.

As I said, I wrote a polite and truthful email explaining my rights and asking for a refund. At that point they were really good and progressed it really quickly.

Hope you get a successful resolution

Oh, I’ve had an email today from our old car saying the airbag has triggered an alarm. No idea what that could be

Cheers
Car's been with the dealership since the end of February, and because I'm rejecting it they canceled the courtesy car I was supposed to get and didn't bother to tell me until I went there to collect it.

I wrote a complaint to the dealerships head office citing my legal rights but their resolution time is around eight weeks, so I'm still waiting for that one.
 
Wow, that’s shocking. I wasn’t very happy with Eden in Swindon but they certainly covered us fully with a courtesy car even up to the refund date. Your dealer has put you in a horrible position. I see your frustration but don’t know what else you can do. Citizens advice are good, or talk to a solicitor with a consumer rights department. You are probably facing extra costs now while they process your complaint, a solicitor may be able to help you claim those costs back

Cheers
 
Funnily enough I’m losing patience with Santander and the dealership over the rejection of my 4 too.
Just a shocking absence of responses from anyone.
I’m continuing to use the car as no one has said not to.
But I’m champing at the bit to move on and get this thing out of my life.
 
If you reject the car then that has to be it - you have to stop using it. If the car was delivered then you have to make it available for collection - if you collected it then you're supposed to return it to the seller and hand over the keys.

If you continue to use it then you haven't really rejected it.

It may not concur with your own beliefs, but that's the legal position.
 
If you reject the car then that has to be it - you have to stop using it. If the car was delivered then you have to make it available for collection - if you collected it then you're supposed to return it to the seller and hand over the keys.

If you continue to use it then you haven't really rejected it.

It may not concur with your own beliefs, but that's the legal position.

I’ll take this from the finance company or the dealer, not you (no offence).
 
Per Citizen's Advice, I've informed Santander that they have 14 days for the repair to be completed (could have been lower if I chose) else I will be requesting a full refund under the Consumer Rights Act 2015. If they don't respond within 14 days the same applies.

One month to repair the vehicle is incompatible with the requirement for the repair to take a reasonable amount of time and not cause an inconvenience.
 
Per Citizen's Advice, I've informed Santander that they have 14 days for the repair to be completed (could have been lower if I chose) else I will be requesting a full refund under the Consumer Rights Act 2015. If they don't respond within 14 days the same applies.

One month to repair the vehicle is incompatible with the requirement for the repair to take a reasonable amount of time and not cause an inconvenience.
I see you are in MK, is the dealer Glyn Hopkin?
 
Unfortunately I seem to be in a similar situation. Car arrived in January with none of the software updated applied (including the fix for the Lane Kill Assist). This was supposed to have been resolved a few weeks later after I took the car in but the issues still existed and the car was then also phantom braking while in reverse. This was day 30 of owning the car and I sent a rejection email to the dealership and Santander Finance.

Under Santander's advice, I took the car to the dealership again to have the software updates installed. The update apparently failed to install and a new infotainment system would be required. I reiterated that I wanted to reject the car.

Nearly two months later I'm still waiting, and since then Santander have told me that as the dealership still hasn't received the infotainment system they haven't completed their final attempt to repair and therefore I have no right to a rejection, and that because I allowed them to attempt the second repair I also lose my right to a full refund within the first 30 days.

At this point it seems like neither the dealership nor Santander actually care at all and trying to reach anyone at both ends is nearly impossible or they don't call back when they say they will, so I'm currently trying to contact Citizen's Advice to see if they have any recommendations.
It seems like there's a common theme here! Unfortunately I'm still without my car and no nearer to a resolution. The replacement unit arrived, fitted and failed. I sent a letter to Santander to explain the situation and that under the Consumer act, I wanted to reject the car. I also emailed mg customer services to inform them and complained that I have not had any update in 2 weeks. I found out today, after visiting the dealer, that a second new unit had arrived, fitted and failed... This was last thursday!!

The guy at the dealership is only saying what we want to hear, he mentioned 2 weeks ago that MG are insisting that they try again, but Gillanders, out of good faith, would try to obtain a replacement car. He stressed that it would be between Gillanders and myself and nothing to do with MG.

I contacted the general manager, he more or less said the law is in their side and I'm not entitled to refund or replacement as it's classed as 'one fault', despite having tried 3 times to fix it. Then he said that guy in peterhead branch was wrong to tell me that they would get a replacement car. I'm so mad with continually being fobbed off.
Its appalling the way both MG and the dealership have handled this.
 
It seems like there's a common theme here! Unfortunately I'm still without my car and no nearer to a resolution. The replacement unit arrived, fitted and failed. I sent a letter to Santander to explain the situation and that under the Consumer act, I wanted to reject the car. I also emailed mg customer services to inform them and complained that I have not had any update in 2 weeks. I found out today, after visiting the dealer, that a second new unit had arrived, fitted and failed... This was last thursday!!

The guy at the dealership is only saying what we want to hear, he mentioned 2 weeks ago that MG are insisting that they try again, but Gillanders, out of good faith, would try to obtain a replacement car. He stressed that it would be between Gillanders and myself and nothing to do with MG.

I contacted the general manager, he more or less said the law is in their side and I'm not entitled to refund or replacement as it's classed as 'one fault', despite having tried 3 times to fix it. Then he said that guy in peterhead branch was wrong to tell me that they would get a replacement car. I'm so mad with continually being fobbed off.
Its appalling the way both MG and the dealership have handled this.
To be honest, unless someone on here is a solicitor and can give an opinion based on experience you would be much better off biting the bullet, spending a few pounds and seek proper legal advice. You'd be surprised how quickly companies buckle when they receive a solicitors letter. They may know the law and they play on the fact many consumers don't.
 
If you have legal cover as part of your home insurance then you are likely to be covered by this under their policy.

1679529832446.png
 
To be honest, unless someone on here is a solicitor and can give an opinion based on experience you would be much better off biting the bullet, spending a few pounds and seek proper legal advice. You'd be surprised how quickly companies buckle when they receive a solicitors letter. They may know the law and they play on the fact many consumers don't.
Surely if you are in the UK you can contact the citizens advice, if i remeber its free.

 
Last edited:
I contacted the general manager, he more or less said the law is in their side and I'm not entitled to refund or replacement as it's classed as 'one fault', despite having tried 3 times to fix it.
I guess he's taking the attitude that as they haven't let you have the car back in between each replacement screen it counts as one attempt.
 
I just successfully rejected my car, took two weeks from informing finance and the dealer of my formal stance to getting their decision (acceptance and full refund of all payments)

TBH I think you should push the situation along.
Presumably you have the second key and the V5.
So deliver those into the dealer (make them sign for them)
Then send a scan of this to finance saying ‘as per rejection guidelines the vehicle, all keys and the V5 have been delivered back to the dealer’
 
Last edited:
If you are not getting anywhere, I would suggest a strongly worded solicitor's letter will probably do the trick. Yes, there's a cost, but it is likely the garage will back down if they think you'll go that route.
 

Are you enjoying your MG4?

  • Yes

    Votes: 425 79.9%
  • I'm in the middle

    Votes: 70 13.2%
  • No

    Votes: 37 7.0%
Support us by becoming a Premium Member

Latest MG EVs video

New EVs from MG: MG S9 & MG9 plus hot topics from the forums
Subscribe to our YouTube channel
Back
Top Bottom