programming"I'm in a bit of a fix at the moment

[johnb80]

We purchased an MG5 Trophy on a PCP deal in 2023. I also purchased a maintenance contract to cover the 4 years of the PCP. I was contacted by the supplying group at the end of year one and recently at the end of year two to book car in for a service under the contract maintenance. I was told that my supplying dealer no longer had the contract with MG but another dealer within the same group could do the service etc, the downside is and extra 50 miles each way. My car was booked in and the service work done.

On returning home, I noted on the back of the service paperwork in the notes section:-
"Technician has no access to MG/SAIC software or programming"
"Technician not MG certified"

Obviously no software updates were done which were done before.

This absolutely floored me. It looks like loads of jobs on the Maintenance Checklist have not been done even though it seems to be flagged on the work to be done. More importantly I fear we may now have voided the MG warranty by non certified technicians doing the work and the service not fully done. The PCP T&C's makes it abundantly clear that I'm responsible for servicing the car in compliance with BG T&C's. The fact that this hasnt been done it is suggested it will seriously affect the "Guaranteed Minimum Value" understandably so.

I have made a formal complaint to the dealer group concerned and also will be exploring Ombudsman / Trading standards if necessary.

Your thoughts?

 

[tsedge]

You've done nothing wrong.

I would talk to MGUK and see what they say and also see if you can get it booked into a different dealer that is properly MG trained to have the missing items dealt with.

At the very least there should be path to getting the warranty to be valid again, even if that involves paying for a service elsewhere.

Edit: The MG service record is all stored electronically. So you need to know if anything was recorded about this service - it is the electronic record that they will check when it is time for you to return the car. If it isn't on there - because they don't have access to MG systems - then you should have a strong case that you've been not been dealt with honestly.

 

[Everest]

Your thoughts?

The supplying group are unable to honour the 4 year maintenance contract that you paid for, so I would push for a refund of 75% of the original price - i.e. only pay for the first year, which presumably was performed to specification. Then arrange for a MG approved service to be handled by an approved garage for years 2 to 4.

Having said that, under EU block exemption rules, manufacturers can't dishonour warranties if the servicing has been done to their specification (though in this case, it sounds as if it hasn't) - but, I guess, the PCP company can adjust their minimum value to what they like.

What a pain

 

[tsedge]

Oh, and there is nothing to stop you putting it through service with another dealer anyway, to demonstrate that the service was done and preserve the warranty. So long as it is serviced roughly when needed, it is fine.

Though obviously, that would be at your cost and then you'd be looking to recover the cost after the fact.

 

[Everest]

there is nothing to stop you putting it through service with another dealer anyway, to demonstrate that the service was done and preserve the warranty.

Might have to do that if the mileage or time-limits are approaching (think it's within 28 days of year-since-last service or 1000 miles over mileage limit (whatever that is), IIRC)

 

[johnb80]

Might have to do that if the mileage or time-limits are approaching (think it's within 28 days of year-since-last service or 1000 miles over mileage limit (whatever that is), IIRC)

Were already over the 28 days, it was something like 26th day over the time when we had this service. I did book it about 6 weeks in advance too.

 

[johnb80]

I've just had a conversation with the group service manager. He confirmed that their work would not comply with MG T&C's, he went ballistic that I had been sent to this place and he would be resolving the issue on Monday. He is considering several options to resolve the issue.

I have spoken to MG, they said whilst it would need confirmation from a higher level, it is likely under the circumstances they would void my warranty.

This is not a good situation and you should all check very carefully the companies doing your service work. I my 54 years of car driving I have never had anything like this happen before. One thing for sure, MG will not be on my shopping list next time.

 

[salty]

MG really don't do themselves any favours at all, do they. It's one thing after another. Hope you get it sorted, John.

 

[emmrecs]

But is this MG at fault, or the group who "supplied" the maintenance contract?

@johnb80 seems to have done exactly as instructed by the latter, so surely they are the ones who should be resolving this? Indeed, perhaps they should be paying for any additional work required to fully validate the warranty etc.

 

[tsedge]

Sorry to hear that John, although it is good that the service manager is promising to sort it out. Let's hope they deliver.

I have steered clear of dealer group supplied service contracts since a bad experience years back when a local dealer closed.

 

[johnb80]

But is this MG at fault, or the group who "supplied" the maintenance contract?

@johnb80 seems to have done exactly as instructed by the latter, so surely they are the ones who should be resolving this? Indeed, perhaps they should be paying for any additional work required to fully validate the warranty etc.

Agreed, it's not an MG problem, it's the dealer group.

 

[johnb80]

Sorry to hear that John, although it is good that the service manager is promising to sort it out. Let's hope they deliver.

I have steered clear of dealer group supplied service contracts since a bad experience years back when a local dealer closed.

Yep, hindsight is always 20:20 vision and next time........!

I had a BMW service plan on my i3 which was great and very worthwhile, thats what pointed me in the direction for this one.

I'm going to insist on a letter from MG to say my warranty is still valid or they will have to settle the finance and compensate me for all of this. It bringing memories back of me taking Renault to court over an after market warranty I took out with Renault on an Espace (I won !).

 

[tsedge]

I had a BMW service plan on my i3 which was great and very worthwhile, thats what pointed me in the direction for this one.

Yes. When they work out they are definitely worth it.

I'm going to insist on a letter from MG to say my warranty is still valid or they will have to settle the finance and compensate me for all of this. It bringing memories back of me taking Renault to court over an after market warranty I took out with Renault on an Espace (I won !).

They should be able to print off what is in the computer system as your digital service record. That will give you proof it is recorded as serviced officially.