Battery Failure and Repair History

[kla456]

I posted this last December:

My 22plate stopped on the motorway with whole family on way home from airport. That was in August. MG refused their own dealership's report because the dealer did not have a level 3 certified technician. Only one level 3 training available in Scotland (they told me) and fully booked. I went to the dealership yesterday. They said my car is next but one for assessment - they have been saying that for weeks. They won't sell me a new one because the sales side can't be sure when it will be fixed for trading in. No hire car because MG still didn't get the level 3 technician report.

After seven months at the MG dealership, my car is still not repaired (Virtu Motors, Edinburgh West). They report frequently but just one excuse after another. First they didn't have a level 3 technician, then MG disagreed the scope of the repair, then no battery repair tools (two cells need replacing). Virtu won't buy the tools and are trying arrange hire tools from MG. MG approved a hire car (only after 6 months) - but still no hire car (MG refused Virtu's hire car proposal).
So, enough whining by me.
I want to consider lines of responsibility. As I understand, the only responsibility here is MG's new car warranty to me, and Virtu (an official MG dealership where the car was serviced) are acting for MG. In other words, any failings are between them, within MG's warranty to me.
I've no idea how this is going to end, but I'm 7 months without a car and I can't leave it to these jokers.

 

[Bam Bam]

I posted this last December:

I've no idea how this is going to end, but I'm 7 months without a car and I can't leave it to these jokers.

So annoying.

I don't suppose they have provided you with a loan car in the meantime? I bet that would have sped things up.

The lack of technicians seems to be an issue across the industry. Not enough are trained to work on EVs.

 

[kla456]

MG approved a loan car after 6 months but did not accept the dealer's loan car proposal - so no loan car yet. Whats your opinion regarding my 'lines of reponsibility' question?
I'm considering legal action.

 

[5teep]

I think you would do well to speak to a solicitor, to see what your options are. Keep it clear and as simple as possible when passing info over.

 

[Tangoed Man]

I, too, have had problems of MG fighting the dealership over repairs under warranty on my MG4 Trophy LR that isn't even 2-years old.

I was about to write that this is what you get when buying keenly priced cars with slim profit margins but the same is true of JLR who tend to resist any warranty claims from the dealerships. I know I paid a premium for my, now six and a half year old, Mercedes but when both the front lower suspension joints recently failed my dealership fixed it all for free on the basis that the suspension parts should not have failed. On another recent occasion the 12v battery became unreliable whilst on holiday and to my complete surprise the remote dealership simply changed it for free, (I was well out of warranty), and even apologised that it had failed.

In time, I think MG will improve their after sales service level.

 

[Kevin Smith]

write them a letter advising that if the issue is not resolved by repair or replacement within 7 days you will engage a solicitor and arrange your own replacement or repair. then do that and the cost is theirs - they have the option to repair or replace faulty goods but have done neither.

 

[DavecUK]

I used to own a BMWi3, trust me it's no better. There needs to be changes to the law, it's the only way.

 

[Tid]

I think you would do well to speak to a solicitor, to see what your options are. Keep it clear and as simple as possible when passing info over.

Might be worth checking to see if you have legal expenses cover in your home or car insurance policy. It would make all the difference if you have.

 

[TomLane]

I posted this last December:


After seven months at the MG dealership, my car is still not repaired (Virtu Motors, Edinburgh West). They report frequently but just one excuse after another. First they didn't have a level 3 technician, then MG disagreed the scope of the repair, then no battery repair tools (two cells need replacing). Virtu won't buy the tools and are trying arrange hire tools from MG. MG approved a hire car (only after 6 months) - but still no hire car (MG refused Virtu's hire car proposal).
So, enough whining by me.
I want to consider lines of responsibility. As I understand, the only responsibility here is MG's new car warranty to me, and Virtu (an official MG dealership where the car was serviced) are acting for MG. In other words, any failings are between them, within MG's warranty to me.
I've no idea how this is going to end, but I'm 7 months without a car and I can't leave it to these jokers.

Simple my friend, I don't know how you paid for it but it is simply not fit for purpose. Your contract is with the garage (I assume you signed it on collection) not MG. Apart from building the car they are nothing to do with you.
The ball is in your court,
Loan car of similar type or better.
Repair or replace the faulty unit/item/car whichever you are happy with.
Replace the car for a new one, it must be the same model or better.
Full refund and compensation which you can chase in the small claims court if you wish.

Don't be fobbed off, you see the picture I have with the black roof which was a 72 plate, I now have a 73 plate due to several issues and the car kept going back. I had a loan car but I wanted mine back repaired or replaced, reasonable?
After a lot of squabbling I gave them four options,
Borrow an X-Power until mine is 100% in which case I would be in no rush.
Full permanent repair on my car with a six month contract that if the problem reoccurred they would fully refund the car.
Replace the car for a new one which is what I bought.
Have the loan car back, I will drop off the keys and paperwork and lets see what the courts have to say about it, including costs on both sides and compensation etc.

MG Stoke on Trent dealership manager loaned me his MG4 X-Power fir just over three weeks until my new MG4 arrived which is fine but has an orange roof.
It still has some issues but you have to be reasonable.
Good luck
Tom

 

[kla456]

Collected my MG5 yesterday after 8 months at the dealership to diagnose and replace two faulty cells in the traction battery.
Tom Lane (above comment) says the warranty obligation is between me and the dealer who sold me the car. I consider the warranty is between me and MG, if only because I can ask any MG dealer for warranty repairs.
This is a point to decide next step to compensation.

 

[Peterboat]

Collected my MG5 yesterday after 8 months at the dealership to diagnose and replace two faulty cells in the traction battery.
Tom Lane (above comment) says the warranty obligation is between me and the dealer who sold me the car. I consider the warranty is between me and MG, if only because I can ask any MG dealer for warranty repairs.
This is a point to decide next step to compensation.

I would have thought that another vertu dealer would have had the tools required? 8 months is absolutely rubbish for what an independent HVRA would have done in days

 

[kla456]

Yes, standard time one week to take out and put back an ICE engine. Give them two weeks for two battery cells, being generous

 

[MickeySw]

Yes, standard time one week to take out and put back an ICE engine. Give them two weeks for two battery cells, being generous

It’s possible to remove a HV battery, open it up and replace a faulty cell within a day (I have done that myself, not on an MG5 though).

Most EV manufacturers actually don’t train ordinary technicians to do this kind of work as one has to cut trough a mountain of red tape to do this ‘above board’ and rather replace the HV pack altogether.

I’m surprised that MG actually approved a repair (cost of 2 cells vs complete pack??) but less so, that it took 8 months to complete.

 

[kla456]

It’s possible to remove a HV battery, open it up and replace a faulty cell within a day (I have done that myself, not on an MG5 though).

Most EV manufacturers actually don’t train ordinary technicians to do this kind of work as one has to cut trough a mountain of red tape to do this ‘above board’ and rather replace the HV pack altogether.

I’m surprised that MG actually approved a repair (cost of 2 cells vs complete pack??) but less so, that it took 8 months to complete.

Hello Mickey, So how much time would you allow to replace two faulty cells if making an estimate for a client?

 

[DavecUK]

8 months at the dealership to diagnose and replace two faulty cells in the traction battery.
Tom Lane (above comment) says the warranty obligation is between me and the dealer who sold me the car. I consider the warranty is between me and MG, if only because I can ask any MG dealer for warranty repairs.
This is a point to decide next step to compensation.

I guess if they gave you a loan car, then you might find compensation tricky. I have said many times and not had much support on this site that we need to be protected by law when buying cars. Whilst the car is in the manufacturers warranty period or 3 years whichever comes sooner, there should be a legal obligation to give you a loan car of comparable specification and fuel type (e.g. electric). If the dealership doesn't have one, then they should hire one. This would stop ALL this nonsense.

People have said it will just put the price of cars up...NO, it won't. Manufacturers will simply get better at building reliable cars, supporting dealerships and delivering a faster repair. This is because competition means if they don't, another car company will. We get treated like this because the consumer accepts it. I wish people had refused to buy cars without spare tyres back in the day.

 

[Peterboat]

It’s possible to remove a HV battery, open it up and replace a faulty cell within a day (I have done that myself, not on an MG5 though).

Most EV manufacturers actually don’t train ordinary technicians to do this kind of work as one has to cut trough a mountain of red tape to do this ‘above board’ and rather replace the HV pack altogether.

I’m surprised that MG actually approved a repair (cost of 2 cells vs complete pack??) but less so, that it took 8 months to complete.

I stripped an I3 pack a few years ago only took a couple of hours. Previous to that it was the old Valence lifepo4s for the London buses, we did a load of packs in a day, I was surprised how many 36 volts batteries had been replaced under warranty. Ias I stripped the packs I kept those ones back for myself

 

[MickeySw]

Hello Mickey, So how much time would you allow to replace two faulty cells if making an estimate for a client?

As mentioned, the actual work can be done in a day. What takes time is to get ‘all your ducks into a row beforehand I.e diagnose the problem correctly, get authorisation from MG to proceed, organise necessary tools/spares and find someone qualified and certified to do this job.

From experience of others, the first two steps take the longest, especially with ‘new’ faults.

The fact, that a successful HV pack repair has been done locally, should speed things up significantly.
Best chance to get a speedy(er) turnaround time (weeks instead of months) is to bring the car to the same dealer that did this work before.