ZS EV Mark 1-Replacement infotainment unit

[MrG]

Hi all,

I bought my new Mark 1 in Feb 2021. Since then, relatively trouble free. However, around Easter, I found that Android Auto would not allow Google Maps or Waze to work when connected with a cable. I changed cables, changed phones, unplugged from battery, did reset...everything I could find on these forums!

MG finally had a slot available for me to go to my local garage and, after keeping overnight, they said that an update that should have taken place at some point during my service period had not taken place by the MG garage that I had used for my services. They then went on to say that the whole infotainment unit needed replacing to resolve the fault and that this no longer fell within the warranty period.

Any idea where I stand on this? Is there anything I can do, or have they got me with their danged terms and conditions?

Thanks.

Should have said I did also try wireless dongles and they failed too. It's just the Maps bit that doesn't work. I can make calls via Bluetooth and find contacts on the screen.

 

[Catsailor]

Contact the Garage that should have done the work properly and require them to do it. You have a contract with them which they have clearly failed to comply with.

 

[MrG]

But the predicament I'm in is that the garage I took it to this week say that the whole unit needs replacing so the update (now) will be redundant.

 

[Alb]

Your garage response has more than the faint whiff of bullshit. I'd either challenge this directly with MGUK or go to a different dealer.

 

[MrG]

I thought the same thing!

I've now emailed MG customer services and asked for the whole situation to be sorted as I'm fed up of getting a new story pretty much every day this week. I've said it's a breach of contract and how on earth do they expect customers to know which updates have or have not taken place when a car goes in. You'd expect everything that needs to happen, to just happen! And to now say that the whole unit needs replacing? How do I know, if the update had taken place, if this replacement would have been necessary? And can I even believe them that the whole unit actually needs replacing anyway??

 

[Alb]

From my own experience, I know that MGUK don't trust dealers to do certain updates so they insist the Infotainment Unit is removed and sent to Longbridge so they can do it themselves.

 

[MrG]

So why can't they just send the unit off to be updated (as should have happened during the service) and then, if there's still a fault, we go from there? It all seems very convoluted!

 

[MrG]

So, nearly a month later, still no progress here. I emailed customer services and they said they'd be in touch in due course but no updates. Do I just wait or is there something else I can do?

 

[poldark]

The unfortunate reality is that those that shout/pester the most generally get dealt with soonest.

Email again, forwarding your earlier query asking for a response within three working days. If you hear nothing then call them, every day until you have a satisfactory response!

 

[MrG]

I have emailed every week. On Sunday, I stated that I would contact the financial ombudsman if I did not get any form of response within 8 weeks as I have paid for a service plan and that has clearly not been honoured with updates not taking place, resulting in the issue that I now have with the unit.

(Not sure I actually can contact the ombudsman under those grounds though, but I thought I've got to try something...!)

 

[Chris Law]

I have emailed every week. On Sunday, I stated that I would contact the financial ombudsman if I did not get any form of response within 8 weeks as I have paid for a service plan and that has clearly not been honoured with updates not taking place, resulting in the issue that I now have with the unit.

(Not sure I actually can contact the ombudsman under those grounds though, but I thought I've got to try something...!)

I have had good results with leaving poor reviews on sites such as Trust Pilot. I found this surprising at first, but more than once now a company which had not provided the service or support as they are required to do and refused to engage properly with me, have completely changed after a negative review.