Tesla Supercharger Issue MG5 LR

[shpub]

That is plan B along with a trading standards case ref...

 

[tlps]

So today is the day. PFL 2022 dropped off at dealer. In for second service and for software update to the EVCC (which they have agreed to do on old bulletin of no hardware change). Current EVCC is a 02 unit 11313393 dated 220110. Will update in a few hours…

 

[tkmaxx5]

So today is the day. PFL 2022 dropped off at dealer. In for second service and for software update to the EVCC (which they have agreed to do on old bulletin of no hardware change). Current EVCC is a 02 unit 11313393 dated 220110. Will update in a few hours…

Good luck - which dealer (sorry if you've already said!!)

 

[shpub]

<NERD mode on> Arhhh The old 11313393 220110 EVCC - one of the last ones to be fitted. Appeared on MG4s as well - <Nerd mode off>

Interesting that there was an older bulletin. Any chance you could get a copy??

 

[biffo]

Are all PFL LR compatible? Mine was one of the first off the boat in September 2021.

 

[shpub]

Are all PFL LR compatible? Mine was one of the first off the boat in September 2021.

The answer is a definite maybe. The original understanding was yes but it appears some very early cars may not be. At this point I don't know which if any EVCC-02 units are not upgradable. Something I am trying to get from MG.

 

[Verdigris]

Are all PFL LR compatible? Mine was one of the first off the boat in September 2021.

Mine was first registered at the beginning of October 2021, so probably the same batch. Not worth my while to upgrade, unless it was free/very cheap, as I rarely need to charge away from home.

 

[tlps]

BOOM!!….Dealer wouldn’t tell me what the firmware number was that was uploaded. They told me it completed but did put up an error saying that EVCC needed changing. Clearly not.

 

[shpub]

That is great news. The point of the EVCC change message is very interesting as it is further confirmation that MG want to fleece PFL LR owners into changing that unit when there is no need. Your unit is compatible with MG4s and is one of the last fitted so there is absolutely no justification to change it.

I originally was willing to give MG the benefit of the doubt but I am not so sure now.

 

[JimD]

.................I originally was willing to give MG the benefit of the doubt but I am not so sure now.

They lost my trust as soon as they declared that fixing a software bug was an 'enhancement'.

 

[tlps]

That is great news. The point of the EVCC change message is very interesting as it is further confirmation that MG want to fleece PFL LR owners into changing that unit when there is no need. Your unit is compatible with MG4s and is one of the last fitted so there is absolutely no justification to change it.

I originally was willing to give MG the benefit of the doubt but I am not so sure now.

The emails I had with Mg UK last night they were 100% certain it wouldn’t work and ‘they had carried out “extensive” testing’.

I have replied with a video of mine now working and three words: “In your face!”.

 

[shpub]

The emails I had with Mg UK last night they were 100% certain it wouldn’t work and ‘they had carried out “extensive” testing’.

I have replied with a video of mine now working and three words: “In your face!”.

Was that with MG Customer Service ? If not who exactly? There appears to be a lack of communication within MG on this issue as I've had very different stories depending on who it is. I suspect that someone saw the "need an EVCC change" bulletin and based on that said it would not work. And of course MG would only issue a bulletin after extensive testing.

 

[Coulomb]

and three words: “In your face!”.

Perhaps I'm naive, but I still think that there is some chance that they were simply mistaken. It will be interesting to see how they react to this proof, however.

 

[tlps]

Was that with MG Customer Service ? If not who exactly? There appears to be a lack of communication within MG on this issue as I've had very different stories depending on who it is. I suspect that someone saw the "need an EVCC change" bulletin and based on that said it would not work. And of course MG would only issue a bulletin after extensive testing.

A Mr Gary Smart. Customer Service co-ordinator, MG UK HQ.

Given the tone of his emails, he was not willing to even entertain the possibility of a mistake and ignored repeated requests why the tech advice had changed from software only, to software and hardware.

His position: “There is no version of software that can be installed in your car that will make this work with Tesla chargers” - He was wrong.

“A new unit with different software is required.” He was wrong again.

“there are no other options available to you” - he was wrong.

“I do not believe that we have ever blamed Tesla” err what about when you said: “however, this is likely to be a local problem with Tesla”

The biscuit was “ I appreciate what you may have read online, but there is no resolution in the manner that you are suggesting.” - basically calling those who have the software only update liars.

If only their ‘extensive testing’ had included installing the update and plugging into an open to all supercharger. Often there is difference between what something is designed to do, and what it can do.

 

[Alslad]

A Mr Gary Smart. Customer Service co-ordinator, MG UK HQ.

He must be their resident go to guy for snotty responses. I had dealings with him over the DAB fix. My reply to one was 'thanks for what I assume is a copy and paste response from higher up, as I am sure you aren't as arrogant as you come across'. Got a nice humble comeback and got a proper fix done that time..

He must be their resident go to guy for snotty responses. I had dealings with him over the DAB fix. My reply to one was 'thanks for what I assume is a copy and paste response from higher up, as I am sure you aren't as arrogant as you come across'. Got a nice humble comeback and got a proper fix done that time..

Had a good laugh at his LinkedIn bio..

"I am a trusted and popular member of any team that I become involved with, and the particular set of skills I have developed, make me extremely valuable in any customer service/complaint handling environment."

 

[shpub]

He is not a techie having studied in customer care management at Coventry University and spent three years at Hyundai in Customer Care Case management before moving to MG about seven years ago. He has no expertise in technical matters and is basing everything he says on the recent MG5 bulletin saying all PFL MG5s need a EVCC upgrade.

Those of you with a Linkedin account, look up "Gary Smart MG". Interestingly enough one owner resorted to using linkedin to message him as the official channels have not worked.

MG customer service is TERRIBLE!

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...

www.mgevs.com

He does not acknowledge or understand you have a LR or that the hardware is compatible. His comment of not believing everything you read online is particularly insulting as much of the research has been traced back to MG themselves. Maybe he needs reminding that MG supply most data online so is that all a pack of lies?

He states that the original cars need this upgrade and yes that is correct. But you and I do not have an original car. He then goes onto say that the early MG cars were not compatible - they were but Tesla changed something. He then goes onto say that an MG5 with the latest software is compatible... Yes we know that has MG have been doing it for over 4 months.

He failed to read/understand anything else as I suspect it is beyond him, and he is just quoting the company line. As a result nearly everything he has said is wrong... a lie... and mixed with quite an insulting tone. Not a good image for customer service.

MG if you are listening: stop fobbing us off with answers that demonstrate that MG are quite intent in defrauding its customers. All you have to do is remove the bulletin that states all PFL MG5s need an EVCC swap and we and the dealers will be happy!

I hope it doesn't take legal action but I have a further call with Trading Standards tomorrow.

 

[EVsince2016]

I have just sent a stroppy email to Gary Smart and the CEO email address using information from this thread.

I shall update you on any responses that I get.

 

[Gomev]

It is precisely this attitude that led me to move away from a car and make I had loved driving to another. I had lost confidence in the support network.

 

[EVsince2016]

The response!

"xx are you ok to carry out this action please for xx You can claim back costs through MG as per normal process. Prior to the customer leaving your premises, please make sure that relevant software has been installed and tested on Tesla charge points."

 

[shpub]

That is excellent news. Definitely strengthens the case for others. I think the message is getting across.

Interestingly, I have just got back from talking to a dealer (not naming in case things go wrong) and after putting the car's details in the computer, said that it was due the upgrade and when asked how much, stated it was free as it is "under warranty". Car is booked in for the upgrade in a few weeks time. Fingers crossed but it does look as if the tide is turning.

Looks like the applied pressure is beginning to work.