Andytizer
Standard Member
Hi all I am looking for some help with my issue and how to deal with MG’s terrible customer service.
My MG5 suddenly stopped working: the car would start but I couldn’t select Drive/Neutral/Reverse and all the lights are on the gear selector. This is a video of the issue:
Here is my MG5 customer service timeline:
However when I call MG customer service (Hannah) they state that as soon as my car has been taken in and I am immobile then the MG dealer/service centre should arrange a courtesy car, OR they arrange a hire car from their contract with Enterprise.
So I play phone tag with MG Eastcote (Amna) and MG Ruislip (Ray) again and they say they have never heard of the policy. They say that a courtesy car cannot be requested unless a part has been ordered, and because they don’t know what is wrong or what part to order, they cannot process the courtesy car request.
I have asked MG customer service (Hannah) to escalate the issue. However I do not have much hope that this will produce any result.
What I would like advice on:
Courtesy car:
MG basically refuse to give me a courtesy car within a reasonable time frame (now over a week, no cars until mid-September). What else can I do?
Through my car insurance Admiral, I am entitled to 2 days of hire from Enterprise, however this isn’t enough for me as my car could be out of commission for months - as it’s been over a week they haven’t identified the issue yet.
I’ve signed up to Zipcar in the meantime but don’t fancy paying £100 per day just to drive a car.
Legal warranty:
How many days/weeks/months can MG hold onto my car with no conclusive fix? At what point can I demand legal action, compensation, refund or a new car?
My MG5 suddenly stopped working: the car would start but I couldn’t select Drive/Neutral/Reverse and all the lights are on the gear selector. This is a video of the issue:
Here is my MG5 customer service timeline:
- April 2021 - I buy the MG5 EV, great car no issues. Get the 1-year service in April 2022.
- 20th July 2022 (Wednesday) MG5 will not go into gear, car cannot be driven. AA attempts disconnecting battery for 10 mins, reattaching, no help.
- 22nd July (Friday) Car is recovered by AA to go to MG Ruislip service centre. No courtesy cars are available until September 2022.
- 27th July (Wednesday) Called MG Eastcote to get update, they state they are sending data to MG and waiting for their response.
- 2nd August (today) No progress with the repair. I call MG Eastcote and MG Ruislip multiple times about courtesy car, they refuse to request/supply one in a reasonable timeframe.
However when I call MG customer service (Hannah) they state that as soon as my car has been taken in and I am immobile then the MG dealer/service centre should arrange a courtesy car, OR they arrange a hire car from their contract with Enterprise.
So I play phone tag with MG Eastcote (Amna) and MG Ruislip (Ray) again and they say they have never heard of the policy. They say that a courtesy car cannot be requested unless a part has been ordered, and because they don’t know what is wrong or what part to order, they cannot process the courtesy car request.
I have asked MG customer service (Hannah) to escalate the issue. However I do not have much hope that this will produce any result.
What I would like advice on:
Courtesy car:
MG basically refuse to give me a courtesy car within a reasonable time frame (now over a week, no cars until mid-September). What else can I do?
Through my car insurance Admiral, I am entitled to 2 days of hire from Enterprise, however this isn’t enough for me as my car could be out of commission for months - as it’s been over a week they haven’t identified the issue yet.
I’ve signed up to Zipcar in the meantime but don’t fancy paying £100 per day just to drive a car.
Legal warranty:
How many days/weeks/months can MG hold onto my car with no conclusive fix? At what point can I demand legal action, compensation, refund or a new car?