For those looking to collect their MG4 this week…

[Smendon]

Just had this email forwarded to me by the sales guy I’m dealing with as I was due to collect my car tomorrow:

Afternoon All,

I have just attended a meeting where we have been informed that there are still significant issues with regard to the New DCS system launch and roll out.

We require specialist IT support from China and the earliest that support is available is Thursday, even then, there is no immediate understanding of how long the actual recovery process will be. – please ensure your sales admin staff are informed.

With over 25 years’ experience of manufacturers and the launching of new sales/aftersales systems, I have yet to know one work on time or on budget!

I have considerable reservations at present that a speedy resolution can be found, but will keep you best informed that I can.

Once we have a better understanding of timescales, there will be a central Head Office Communication.

 

[pharrison84]

Nor exactly reassuring to see that MG's software difficulties extend further than the car infotainment modules......

 

[siteguru]

Nor exactly reassuring to see that MG's software difficulties extend further than the car infotainment modules......

Although the software system in question may well not be sourced in-house.

 

[thejaybeeok]

Why would you do a major software upgrade just before the busiest time of the year for new registrations?

 

[WonkoTheSaneUK]

Why would you do a major software upgrade just before the busiest time of the year for new registrations?

Because corporate tells you to?

 

[LeeP]

It is probably a global system, so UK is just one market amongst many

 

[thejaybeeok]

Because corporate tells you to?

I’ve worked in IT for over 30 years. In the many IT projects I’ve worked on and managed, when you go live is a critical decision. You avoid peak times such as Christmas, year end, peak time for car registrations, for example. You have a fallback plan if it goes wrong. Yet another ***** by MG.

 

[Ian Key]

It's a global company with a global computer system so to avoid all peak times around the world is impossible and it's only the UK that have new registrations on 1st March.

 

[WonkoTheSaneUK]

I’ve worked in IT for over 30 years. In the many IT projects I’ve worked on and managed, when you go live is a critical decision. You avoid peak times such as Christmas, year end, peak time for car registrations, for example. You have a fallback plan if it goes wrong. Yet another ***** by MG.

There is a common business ethic in Asia that states the boss is always right, purely because they're the boss.
For example, consider how dumb Toyota look now, throwing the decade lead they had from the Prius away on FCEVs because their CEO said that was the future, in spite of all evidence to the contrary.

 

[Smendon]

Why would you do a major software upgrade just before the busiest time of the year for new registrations? ‍

You’d think that it would be a phased roll out.
Have some way for dealers to use the system, even if it’s calling a different site to register stuff for them, while their system gets updated.

It’s just another barrier to getting the car.

 

[Woodyeyes]

Yep, was due to pick up my car on Friday. Not now. :-(
May as well wait til 1st March now. I wonder whether it will be the 1st March 2023?

 

[pharrison84]

Really hoping this update helps them with inventory management and order monitoring. I'd love to know where my car is!

 

[jaydeejnr]

Just had this email forwarded to me by the sales guy I’m dealing with as I was due to collect my car tomorrow:

Afternoon All,

I have just attended a meeting where we have been informed that there are still significant issues with regard to the New DCS system launch and roll out.

We require specialist IT support from China and the earliest that support is available is Thursday, even then, there is no immediate understanding of how long the actual recovery process will be. – please ensure your sales admin staff are informed.

With over 25 years’ experience of manufacturers and the launching of new sales/aftersales systems, I have yet to know one work on time or on budget!

I have considerable reservations at present that a speedy resolution can be found, but will keep you best informed that I can.

Once we have a better understanding of timescales, there will be a central Head Office Communication.

My car has been at my local dealer since last Wednesday (1 week ago) and is ready for collection, but I am unable to get it because of this issue. Ridiculous and frustrating situation. Not a great advert for MG as a brand. I’m starting to wonder if I’ve made a terrible mistake ordering one if this is an example of their customer service.
I cancelled an order for a Megane Etech and switched to an MG4 order. I’d now have had my Megane for 6 weeks if I hadn’t stupidly cancelled the order.

 

[GadgetVicar]

My car has been at my local dealer since last Wednesday (1 week ago) and is ready for collection, but I am unable to get it because of this issue. Ridiculous and frustrating situation. Not a great advert for MG as a brand. I’m starting to wonder if I’ve made a terrible mistake ordering one if this is an example of their customer service.

I cancelled an order for a Megane Etech and switched to an MG4 order. I’d now have had my Megane for 6 weeks if I hadn’t stupidly cancelled the order. car has been at the dealer since

Our car arrived at the dealer on 28/1 but we could not get in to dealer by end of month to do paperwork as we were working. System then went down for last two weeks. We sold our car two weeks ago to make way for the MG4, and rented a car which went back today. Now carless and no comms from the dealer.

We had been hoping system would be up tomorrow and we could pick up on Friday, but that is looking doubtful.

 

[speedslapper]

I'm in the same boat, told I could collect today. Basically been told the dealer knows the same as I do, which isn't really reassuring.

 

[jaydeejnr]

My car has been at my local dealer since last Wednesday (1 week ago) and is ready for collection, but I am unable to get it because of this issue. Ridiculous and frustrating situation. Not a great advert for MG as a brand. I’m starting to wonder if I’ve made a terrible mistake ordering one if this is an example of their customer service.


Our car arrived at the dealer on 28/1 but we could not get in to dealer by end of month to do paperwork as we were working. System then went down for last two weeks. We sold our car two weeks ago to make way for the MG4, and rented a car which went back today. Now carless and no comms from the dealer.

We had been hoping system would be up tomorrow and we could pick up on Friday, but that is looking doubtful.

To be fair to my dealership in Norwich, they have been calling me every day to keep me updated, I know it isn’t their fault, and they are equally frustrated. They have several cars waiting to go out, and are dealing with many frustrated customers. It’s really bad form for MG to put their dealers in this situation, because they’re getting the deflected blame for something they have no control over.
I have been reassured that my car is fully prepped and ready, just as soon as the system goes live they will let me know so I can pick up.
I can’t fault my dealership, it’s MG that are really out of order here, but of course there’s nothing we can do about that. My worry is that if this is the way customers are treated, what will the ongoing support for example re: warranty etc be like? Doesn’t exactly inspire confidence.
Fingers crossed this ridiculous situation is resolved ASAP.

 

[Deleted member 10041]

I can’t fault my dealership, it’s MG that are really out of order here, but of course there’s nothing we can do about that. My worry is that if this is the way customers are treated, what will the ongoing support for example re: warranty etc be like? Doesn’t exactly inspire confidence.

That is the million dollar question if MG are like this with regards faults/fixes on cars not even a month or two old, what will they be like a year or two down the line.
Time will tell I suppose

 

[smbmetal]

That would be my worry Leni16, whilst at the moment, MG are deservedly receiving lots of plaudits and awards for making affordable (compared to other manufacturers) EV's that are actually decent to drive and live with, ultimately their success will be judged on the longevity of these cars. Time will certainly tell.

 

[GadgetVicar]

Update from dealer: system still down and could be another 5-7 working days before it is fixed. Asking us to hold on and will put us in a courtesy car on Monday if nothing changes.

 

[Greigster]

To be fair to my dealership in Norwich, they have been calling me every day to keep me updated, I know it isn’t their fault, and they are equally frustrated. They have several cars waiting to go out, and are dealing with many frustrated customers. It’s really bad form for MG to put their dealers in this situation, because they’re getting the deflected blame for something they have no control over.
I have been reassured that my car is fully prepped and ready, just as soon as the system goes live they will let me know so I can pick up.
I can’t fault my dealership, it’s MG that are really out of order here, but of course there’s nothing we can do about that. My worry is that if this is the way customers are treated, what will the ongoing support for example re: warranty etc be like? Doesn’t exactly inspire confidence.
Fingers crossed this ridiculous situation is resolved ASAP.

Hi, can you tell me when you ordered and what model/colour you ordered from Norwich
please.