MG UK Provide Courtesy Cars

[tsedge]

It is well established that the MG Assistance cover is renewed every time you have your car serviced at an MG dealer - you get another year of cover automatically.

The dealer does have to update the system, so it is worth checking they've done it (e.g. by calling MG Assistance to check), but it is a normal thing.

This isn't new: what is new is the improvement in the hire car coverage that people should now be getting nationally - if their car is recovered by MG Assistance and takes time to fix.

 

[emmrecs]

if their car is recovered by MG Assistance and takes time to fix.

But mine wasn't recovered by MG Assistance! I drove it to the dealership.

My impression is that the onus to try to arrange a hire car in circumstances like mine rather depends upon how much the specific dealership puts pressure on MG UK! In fact, when mine was approved the staff still expressed considerable surprise that it had been agreed and arranged by MG.

 

[siteguru]

I'm not convinced, I wouldnt like to rely on this. Why not make a clear statement spelling it out?

Contra proferentem .. if a statement made by a business in a consumer interaction could be interpreted in more than one way, the interpretation that benefits the consumer shall apply. It's part of UK consumer law.

 

[johnb80]

Contra proferentem .. if a statement made by a business in a consumer interaction could be interpreted in more than one way, the interpretation that benefits the consumer shall apply. It's part of UK consumer law.

I bow to your greater knowledge M'Lud

Experience has taught me that if there is the slightest loophole businesses will slip through it with no conscience at all and it's an uphill battle to get them to comply with the law.

 

[tsedge]

But mine wasn't recovered by MG Assistance! I drove it to the dealership.

Yes, this isn't explicitly covered by the new service.

My impression is that the onus to try to arrange a hire car in circumstances like mine rather depends upon how much the specific dealership puts pressure on MG UK! In fact, when mine was approved the staff still expressed considerable surprise that it had been agreed and arranged by MG.

I think that is true, when not recovered. The dealership may also have their own courtesy cars they can use. It would be better if the policy for circumstances like yours was explicitly stated.

 

[tsedge]

Experience has taught me that if there is the slightest loophole businesses will slip through it with no conscience at all and it's an uphill battle to get them to comply with the law

Some businesses, not all and some are not malign, merely incompetent. Some are well intentioned.

 

[johnb80]

Some businesses, not all and some are not malign, merely incompetent. Some are well intentioned.

Agreed and were talking about MGUK here who dont have the best of reputations!

 

[tsedge]

Agreed and were talking about MGUK here who dont have the best of reputations!

Yes, it is going to take a long sustained period of good service before most people rate MGUK highly. I hope it happens but it may not.

 

[johnb80]

Yes, this isn't explicitly covered by the new service.

Just the sort of loophole I guessed MG would implement!

 

[emmrecs]

Just the sort of loophole I guessed MG would implement!

But my case is evidence, if not proof, that they have chosen to not exploit that potential loophole.

 

[johnb80]

But my case is evidence, if not proof, that they have chosen to not exploit that potential loophole.

So they provided you with a like for like courtesy car for the duration?

 

[salty]

So they provided you with a like for like courtesy car for the duration?

C'mon John, don't get carried away.

 

[emmrecs]

So they provided you with a like for like courtesy car for the duration?

As I've posted previously, I'm now driving a BYD Sealion 7, so arguably rather better than like for like, for however long it takes to fully repair my S5. I had to pay a refundable deposit of £50 on delivery (to my home) and the rental company will collect the car from the dealer where my S5 is, once I tell them I have my own car back and am happy with the work.

 

[johnb80]

As I've posted previously, I'm now driving a BYD Sealion 7, so arguably rather better than like for like, for however long it takes to fully repair my S5. I had to pay a refundable deposit of £50 on delivery (to my home) and the rental company will collect the car from the dealer where my S5 is, once I tell them I have my own car back and am happy with the work.

Ah yes, I remember now reading back. Just had another look though and your experience doesn't quite meet with the MG press release in my book, 3 weeks before you were given an EV?

"drivers with an MG Assistance breakdown policy will automatically be supported with a like-for-like MG until their own vehicle is back on the road."

Maybe I'm being too picky in my old age and I have to admit i'm very suspicious about MG, I'll be glad when my time is up to change to another brand.

 

[Gomev]

Just the sort of loophole I guessed MG would implement!

It's the same with my Hyundai assistance and entirely expected. If I use Hyundai Assistance to recover my car, they provide a courtesy car, if I drive to the dealers it has nothing to do with Hyundai Assistance, so it is down to the dealer if they supply a courtesy car or not.
Would you expect any other recovery service to provide a car in these circumstances if you haven't used their services ?

 

[johnb80]

It's the same with my Hyundai assistance and entirely expected. If I use Hyundai Assistance to recover my car, they provide a courtesy car, if I drive to the dealers it has nothing to do with Hyundai Assistance, so it is down to the dealer if they supply a courtesy car or not.
Would you expect any other recovery service to provide a car in these circumstances if you haven't used their services ?

This is really pretty straight forward in my opinion. If I have a car from whatever manufacturer and that car develops an issue needing attention under warranty, no matter how the vehicle got to the dealer a courtesy car should be provided. I have had new cars in the past from Ford, VW and Audi this has always been the case. MG made the announcement as if it is something class leading instead of normally accepted practice. Going on past experience from reading about other peoples experience and a little of my own I expressed surprise at MG's seeming improvement in customer care attitude which is not in line with their previous attitude, then others commented about the courtesy car situation and the loopholes I suspect i.e. how the car got to the dealer.
Maybe my expectations are too high in this immoral world in which live, ruled by bean counters rather than just good old fashioned customer care and service.

 

[Gomev]

We all have opinions, but we need to remember that as a starting point a manufacturer or supplier has no legal requirement to provide a courtesy car for warranty repairs, any repairs or even a 'stop drive' major safety recall.
The fact that manufacturers, usually subject to conditions of course are providing Assistance Cover is a nice modern bonus I certainly don't remember having years ago.
It then comes down to a case of who covers that cost of the courtesy car. After all if you smash your car, who pays for the courtesy car then ? If you are recovered who pays ? If you drive to the garage who then ? etc. etc. etc.. I don't see loopholes, I see technicalities.

 

[johnb80]

We all have opinions, but we need to remember that as a starting point a manufacturer or supplier has no legal requirement to provide a courtesy car for warranty repairs, any repairs or even a 'stop drive' major safety recall.

Simple then, reject the vehicle! Not fit for the purpose for which it was sold, not of merchantable quality, faults at time of sale etc etc.

The fact that manufacturers, usually subject to conditions of course are providing Assistance Cover is a nice modern bonus I certainly don't remember having years ago.

Modern bonus? sorry, I dont agree, they have a duty IMHO to put right their error and minimise the impact on the customer.

It then comes down to a case of who covers that cost of the courtesy car.

The outfit responsible for the issue, generally the manufacturer.

After all if you smash your car, who pays for the courtesy car then ?

Insurance either your own if it's your fault or the third party if it's someone elses fault.

If you are recovered who pays ?

If the vehicle is broken down with a fault covered by warranty, the manufacturer.

If you drive to the garage who then ?

If you drive it to the garage for repairs under warranty the manufacturer.

etc. etc. etc.. I don't see loopholes, I see technicalities.

I guess it's the straight talking Yorkshireman attitude from me, I don't see it as a problem or a technicality, the cars gone wrong during the warranty period, the manufacturer needs it into their workshops to repair, the very least they can do is give you a like for like courtesy car.

 

[Gomev]

Simple then, reject the vehicle! Not fit for the purpose for which it was sold, not of merchantable quality, faults at time of sale etc etc.


Modern bonus? sorry, I dont agree, they have a duty IMHO to put right their error and minimise the impact on the customer.


The outfit responsible for the issue, generally the manufacturer.


Insurance either your own if it's your fault or the third party if it's someone elses fault.


If the vehicle is broken down with a fault covered by warranty, the manufacturer.


If you drive it to the garage for repairs under warranty the manufacturer.


I guess it's the straight talking Yorkshireman attitude from me, I don't see it as a problem or a technicality, the cars gone wrong during the warranty period, the manufacturer needs it into their workshops to repair, the very least they can do is give you a like for like courtesy car.

It might be that IYHO you think they have a duty but they don't. Now it might be good customer service but that is what it is, a service.
You seem to missed, possibly/probably deliberately, in all your responses that there is no legal duty to provide a courtesy car and that you have no right whatsoever in any circumstance to a courtesy car.
If someone offers that service then deal with them whoever it is, manufacturer, dealer, insurance company, your Aunt Begonia or anyone else.

 

[johnb80]

It might be that IYHO you think they have a duty but they don't. Now it might be good customer service but that is what it is, a service.

I guess some people have different moral standards to me. In my IT business we bend over backwards to help people and our reputation earned over the last 30 years is second to none. In my view a salesman only ever sells one item, the first one, any subsequent purchases result from service and support the customer received on that first purchase.

You seem to missed, possibly/probably deliberately, in all your responses that there is no legal duty to provide a courtesy car and that you have no right whatsoever in any circumstance to a courtesy car.

I totally accept that, of course I do BUT there is a legal duty to sell a product without faults. They have to be given one opportunity to repair it or you can legally reject the vehicle. Dont you think a manufacturer would rather give you a courtesy car than the customer going the legal route?

If someone offers that service then deal with them whoever it is, manufacturer, dealer, insurance company, your Aunt Begonia or anyone else.

Yep, as I have said already, I wont be buying another MG product when this MG5 goes back.