MG4 Undertray dip/bulge

[Eber]

Response from MG motors UK attached

"Characteristic of the model". Wow. That is beyond ignorant.

 

[WalkingBootWeather]

Ignorant is a characteristic of MG customer services it would seem.

 

[Ayoull]

Ignorant is a characteristic of MG customer services it would seem.

Arrogant would be my choice of adjective, as they're now saying it's part of the car, if that was the case it would be consistent.

It's akin to LR saying yeah screwy electrics are just part of the character and we won't be fixing it

 

[EVNewbie]

Character of the year.

I don't want it to be personal but this attitude, considering his position which representing MG is worrying.

Issues can be resolved, brand image is very hard to rebuild.

 

[Chequers]

He says they are not obliged to provide a replacement.

Their Warranty begs to differ:

Warranty Cover • Guarantees repair replacement or adjustment, free of charge, by an Authorised Repairer, of any part which fails during the warranty period, as a result of a manufacturing or material defect.
Extra Expenses, Damages & Losses Under the terms of this warranty, MG Motor UK are only liable for the repair or replacement of original parts by an authorised MG Dealer or an authorised MG Repairer, that are defective in material or manufacture.

It is a manufacturing defect confirmed by the fact they are working on an alternative,
His boss needs an email I think.

 

[Deleted member 10041]

He says they are not obliged to provide a replacement.

Their Warranty begs to differ:

Warranty Cover • Guarantees repair replacement or adjustment, free of charge, by an Authorised Repairer, of any part which fails during the warranty period, as a result of a manufacturing or material defect.
Extra Expenses, Damages & Losses Under the terms of this warranty, MG Motor UK are only liable for the repair or replacement of original parts by an authorised MG Dealer or an authorised MG Repairer, that are defective in material or manufacture.

It is a manufacturing defect confirmed by the fact they are working on an alternative,
His boss needs an email I think.

They won't listen or care, this forum is littered with email responses from Mr Smart, he is consistent if nothing else.
I think you need to accept that MG UK don't really give a toss about their customers

 

[Chequers]

The warranty puts pretty short time and milage limits on a lot of components, in fact there isn't much left that would fall under the 7 year warranty.

Contrast that to Kia's 7 year warranty.

What’s covered by the basic warranty?​

Kia covers the components of a new Kia car for unlimited mileage up to 36 months, and for 100,000 miles between 37 and 84 months, from the date of first registration.

Exceptions to this are:​

The 12V and 48V batteries - these are covered for 24 months
The eCall battery – this is covered for 36 months
The air conditioning refrigerant charge - this is also covered for 24 months
Wheel balance and steering alignment - are covered for the first 1000 miles or one month
Cracks in the exterior glass - are covered for the first 1000 miles or three months

 

[Ayoull]

They won't listen or care, this forum is littered with email responses from Mr Smart, he is consistent if nothing else.
I think you need to accept that MG UK don't really give a toss about their customers

Unless a collective litigation suit was raised against them for failing to honour their Warranty as it is written they may continue with their "meh" stance.

The warranty puts pretty short time and milage limits on a lot of components, in fact there isn't much left that would fall under the 7 year warranty.

Contrast that to Kia's 7 year warranty.

What’s covered by the basic warranty?​

Kia covers the components of a new Kia car for unlimited mileage up to 36 months, and for 100,000 miles between 37 and 84 months, from the date of first registration.

Exceptions to this are:​

The 12V and 48V batteries - these are covered for 24 months
The eCall battery – this is covered for 36 months
The air conditioning refrigerant charge - this is also covered for 24 months
Wheel balance and steering alignment - are covered for the first 1000 miles or one month
Cracks in the exterior glass - are covered for the first 1000 miles or three months

You'll find most manufacturers caveat their warranty with specific items that have a lesser amount of cover.

MG are covering the entire electric drive train which is the most expensive set of components that people worry about with EVs.

 

[Ian Key]

It's definitely a characteristic of Mr (not so) Smart who finds it impossible to accept criticism of MG probably so he doesn't have to fill out multiple forms and get back to his round of golf.

 

[tsedge]

I understand people have strong feelings about this and want to vent but it is sad to see this issue descending into personal attacks on MG customer services. I think that just makes it even less likely they will listen.

MG have clearly made a sub-standard part that they will redesign but don't want to swallow the cost of retrofitting to existing cars as they don't consider it a significant issue.

That's actually understandable as a business decision - even if most of us disagree - and it is a risk all of us take by buying a newly launched car. Every car that is launched is improved in dozens of ways during the first year and those improvements are rarely retrofitted unless they are a safety issue.

 

[Deleted member 9692]

I understand people have strong feelings about this and want to vent but it is sad to see this issue descending into personal attacks on MG customer services. I think that just makes it even less likely they will listen.

The thing is though, people are frustrated and rightly so. MG corporate pass the buck to the dealers and if the dealer is not helpful then many try to get help from MG customer services. There seems to be only one or two people there that respond and when they do respond they literally could not be less helpful. In my view, disgruntled users are simply stating facts about their experience with MG customer services and if individuals take this as a personal criticism they can easily avoid such criticism by being helpful. They can’t have it both ways.

 

[Cocijo]

The wording and language often used by MG could be much improved and in doing so reassure customers more. Some of the responses just antagonise customers more, creating further friction and dissatisfaction.

 

[Deleted member 10041]

To be fair owners are going to vent when they are fobbed of with a response that "it's a characteristic of the car"

I also think even the most ardent MG fan boy might struggle to defend some of the responses MG customer care have given to various issues and in some cases they haven't even replied.

"MG have clearly made a sub-standard part that they will redesign but don't want to swallow the cost of retrofitting to existing cars as they don't consider it a significant issue.

That's actually understandable as a business decision"

I don't thinks it really is understandable, I'm sure a lot of members would disagree also.

It really just backs up the budget brand attitude of MG that they have just forced these trays on and punted them out.
Yes all new cars come with issues but the MG4 seems to have more than most and a lot of them could have been rectified/prevented with a more proactive attitude from most dealers and definitely MG

 

[tsedge]

To be fair owners are going to vent when they are fobbed of with a response that "it's a characteristic of the car"

I also think even the most ardent MG fan boy might struggle to defend some of the responses MG customer care have given to various issues and in some cases they haven't even replied.

"MG have clearly made a sub-standard part that they will redesign but don't want to swallow the cost of retrofitting to existing cars as they don't consider it a significant issue.

That's actually understandable as a business decision"

I don't thinks it really is understandable, I'm sure a lot of members would disagree also.

Let me explain why it is understandable: they think it is cheaper for them to not fix it and have a few early adopters complain.

I am not saying I agree, but I can understand the thinking. The vast majority of owners never look under their car.

 

[Deleted member 10041]

Let me explain why it is understandable: they think it is cheaper for them to not fix it and have a few early adopters complain.

I am not saying I agree, but I can understand the thinking. The vast majority of owners never look under their car.

I get what you are saying and agree with your reason but I still think it's a terrible attitude to take with what will now be a considerable amount of owners.
If MG are going to ever move on from the cheap budget brand tag then this is the type of thing they need to address.
They also need to try and stop lying to people and say it's meant to be like that.

 

[Cocijo]

I have concerns about MG’s attitude to warranty items generally in the future.

If they adopt this sort of attitude over an under tray and need constant pics of cars oil leaks, will they play hardball on other items - like battery packs and motors - debating and challenging customers rather than paying for replacements?
The MG 7 Year warranty which is much lauded in reviews, is only useful If it is actually applied sympathetically and in a way that supports customers when needed.
I’m not so sure that will be the case.

 

[Eber]

The MG 7 Year warranty which is much lauded in reviews, is only useful If it is actually applied sympathetically and in a way that supports customers when needed.
I’m not so sure that will be the case.

Good point and my concern exactly. If they are unable to cope with a stupid (and comparatively dirt cheap) breather pipe, what will happen if they are confronted wir (more) substantial claims?

 

[AndyL61]

I have some sympathy for MG dealers. They are expected to sell as many cars as they can but with what looks like very little support from MG when it comes to after sales. They know that this tray is sub standard but they have to tell their customers what MG want them to say. The dealers can't afford to fix them at there own expense. Same with the oil leak , I'm sure they would rather have the parts in stock and fit them before releasing cars. MG need to help their dealers to help their customers.

 

[tsedge]

I have some sympathy for MG dealers. They are expected to sell as many cars as they can but with what looks like very little support from MG when it comes to after sales. They know that this tray is sub standard but they have to tell their customers what MG want them to say. The dealers can't afford to fix them at there own expense. Same with the oil leak , I'm sure they would rather have the parts in stock and fit them before releasing cars. MG need to help their dealers to help their customers.

Also bear in mind that some MG dealers have been driven to the edge of bankruptcy by the supply-chain constraints and delays with new cars / models. This is precisely why they did the lottery system last year to allocate stock - so dealers wouldn't just go bust.

I think it really pays to shop around for a good dealer who is well funded (perhaps part of a larger group) and known for their customer service. They can't do things MG won't let them but they can make a world of difference.

 

[Cocijo]

Good points. However, when they signed the deal with MG, as far as the customer is quite rightly concerned - they are MG. They take customers money and must face up to the issues and sort them out.