Bad service from MG continues

[tsedge]

After my previous experiences with the worn bushings discovered at 3rd service (MOT failure), the goodwill payment MG promised - after their investigation - still hasn't arrived over a month later.

It has been a comedy of errors, but basically the very dealer (MG Newton Abbot) that caused me the problems in the first place will simply not respond to MG UK to return the paperwork necessary for a goodwill payment. Apparently nothing can happen until this is sorted out.

I'm at the end of my tether with this...

The ironic thing is I know MG UK have celebrated internally how they dealt with my case... but meanwhile I have still not had any outcome at all.

I respect that they are trying to improve things but having a goodwill scheme that depends on the very dealer causing the problems is not brilliant.

I have escalated to every level I can (dealer principal, Eden Group, Head of MGUK Aftersales).... and I have posted here in case my emails don't get through but people read here.

It is so frustrating.... I have long been an advocate of the brand, I have presented many podcasts here and been positive for years on these forums.

Now I feel like I've been made into a complete fool.

 

[MG Clive]

That's so annoying, I don't know why companies don't just get on and do the things they know they have to do, they gain nothing by stalling or delaying, just do it ! !

 

[tsedge]

It is worse than that, I have had promises the paperwork is being sent and then it doesn't come through.

I'm going to have to seriously consider picketing the dealership with a "Bad Service" banner until they sort it out.

I can also consider publishing all my correspondence, I have all the records.

But I don't want to be forced into a negative campaign against the brand.

 

[jamakr4]

Oh wow... So no more MG for you I guess?

 

[salty]

Nah, he's getting an, MGS5.

 

[tsedge]

I think right now I will go elsewhere.

Great value and a good car still isn't worth it when I get bad service when something goes wrong.

 

[tsedge]

Shaking the tree and posting here seems to have helped, I have multiple contacts from MG UK to sort this out today and I have received assurances it is being done... will see what happens and when!

Apparently they have no facility to be able to make direct payments to customers, so have to work via the dealer. I have encouraged them to address this.

 

[Everest]

Apparently they have no facility to be able to make direct payments to customers, so have to work via the dealer

Surely, someone in MG UK has a cheque book? All they then need is to save up for a first class stamp

Joking aside though, it really beggars belief.

 

[tsedge]

Surely, someone in MG UK has a cheque book? All they then need is to save up for a first class stamp

They were very apologetic about it. I do not know but maybe it is something to do with a principle of not being customer-facing (ie dealer does all that).

Or perhaps they've just not yet invested in the systems to let them access customer records from MG UK?

Joking aside though, it really beggars belief.

Believe me, I've strongly recommended they gain the ability to recompense direct.

 

[Buster72]

It is worse than that, I have had promises the paperwork is being sent and then it doesn't come through.

I'm going to have to seriously consider picketing the dealership with a "Bad Service" banner until they sort it out.

I can also consider publishing all my correspondence, I have all the records.

But I don't want to be forced into a negative campaign against the brand.

I assume you have posted an online review with all of this.

 

[OriginalBigAl]

So, they do read this forum? The power of Premium Membership could be the telling factor.
Mere mortals need to buy some hobnail boots and go kicking in doors .
Could we have your permission to say " Do you know who my mate is ......."

 

[jamakr4]

So, they do read this forum? The power of Premium Membership could be the telling factor.
Mere mortals need to buy some hobnail boots and go kicking in doors .
Could we have your permission to say " Do you know who my mate is ......."

I don't think so - or maybe they do but just don't learn from it. It would be so easy to improve these cars and the service based on all the stuff that gets written about on here..

 

[5teep]

Shaking the tree and posting here seems to have helped, I have multiple contacts from MG UK to sort this out today and I have received assurances it is being done... will see what happens and when!

Apparently they have no facility to be able to make direct payments to customers, so have to work via the dealer. I have encouraged them to address this.

If you get more runaround, a good place to annoy corporate types is on linkedin, they tend to use that as a posh facebook and image is everything there.

 

[tsedge]

I assume you have posted an online review with all of this.

I haven't as yet - I am finding it better to engage with the chain above (dealer manager, group level, MG UK hierarchy) and push for things to be changed. I'm not after apologies, I want them to improve; not dismiss me as a whinging unhappy cusotmer.

Besides, the appropriate time for a review is when it is over, it isn't over yet - although I'm told today the payment is on its way.

 

[tsedge]

So, they do read this forum?

MG UK do read this forum. That has been confirmed. They never post here, but they do monitor. I doubt dealers look much on here, they are probably just focused on their customers.

The power of Premium Membership could be the telling factor.

It isn't that. I put it down to:

• I do have a profile (they know I do the podcasts and am active here).
• I know the right people to escalate to.
• I don't make demands or call them names, I'm polite but very persistent.
• I don't post names or other personal details here.

Mere mortals need to buy some hobnail boots and go kicking in doors .

Yes, I may be getting a better service because of who I am, but it is still a test of what they can do and whether they care.

The issues here have all been with my specific dealer. MG UK have been very helpful.

Through this process I've also learned:

• They now have a goodwill budget to put things right.
• They are monitoring dealer reviews and investigating low scores.
• They are tying dealer review scores to dealer financial bonuses.
• They are improving the hire car option if a car is off the road and recovered.
• They really want to give better service.

But it takes time for this to deliver results and dealers with problems take time to sort themselves out (or be replaced in the network).

The recent scores for reliability and service were much better (mid table).

Could we have your permission to say " Do you know who my mate is ......."

Yes, go ahead and tell them you're my lost long brother / uncle / father / nephew etc... whatever takes your fancy.

 

[tsedge]

I don't think so - or maybe they do but just don't learn from it. It would be so easy to improve these cars and the service based on all the stuff that gets written about on here..

It appears to be improving (as I've said above), but change will take time.

Having a separate vendor and dealer model really limits the experience: I hope in the long run they vertically integrate their dealer network so it is all one business that customers deal with.

Tesla pioneered that model, although I think it can be done much better than they do it.

 

[JohnV6]

Well my ZS EV is now in it's 5th month of a warranty claim. It has been to the local dealer EMG six times over this . Today it has been parked at the dealer for 6 (SIX ) weeks whilst they try to fix it on it's sixth visit.

T boxes have been changed once MG UK sent the right one, another box was changed, the wiring tested and the ariel replaced. Result no progress.

MG UK seem to blame EMG & vice versa. They are now asking the Chinese for help. I think EMG have tried v hard to be supportive but the MG UK part seems v poor, I have one email where they claim there was no ticket from EMG & then had to apologise when I told them it existed & they found it.

I won't be buying another MG & am certainly telling everyone I know of my issue. If you are reading this MG UK please get my lemon car fixed or reffund me.

 

[tsedge]

Hope you get a positive result John.