MG Customer Service

[Deleted member 10041]

I think aggressive DM's should be named and shamed. Is that allowed?

Honestly couldn't care less, keyboard warriors all over social media. Not seen him post in ages either.

 

[Torryhun]

I'm going to go all "Negative Nelly" ill await the standard responses.

If you take the faults the car has, of which there are numerous, obviously there is no real pattern to what models can get what faults, if any.

Some niggles, some dangerous and some that are now a bit of an embarrassing saga (an oil leak that has been dragging on for nearly 5 months)

Put all of these aside and the single biggest fault would appear to be MG UK themselves, there is zero customer support and there is now far to much evidence for even the most ardent 4 owner to dispute that.
Any customer care team that says "we sold it to the dealer it's their problem" is just a disgrace.

There have been numerous members slag of other brands in their defence of MG but even they must read some of this and agree now.

There will as is the norm for this forum probably be some examples forthcoming now of crap service elsewhere from other manufacturers and the usual my car is perfect stories. ( I genuinely hope it is)

That doesn't solve the issues with MG though, as @Retsiba said it really needs all the owners to be united, I'm sure if all the cars that are great just now develop a fault, hopefully not by the way, the owners would expect a level of service from MG then, things would obviously change very quickly if the shoe was on the other foot.

As someone who was initially quite excited about ordering a 4 I think the most disappointing thing for me, varying levels of quality control aside, is MG themselves they launch a potentially great car, that gets good initial reviews, but they completely miss a trick with putting the correct support and service in place. Will it impact sales? Probably not, there really is nothing that can compete with the 2 SE s and people will still take a chance on a budget entry level EV.

The big thing and it is completely unknown at this time, is the long term impact on used 4s, all used EVs prices are now falling, from the ridiculous false used prices they were at. How will the market react to a car with some questionable quality control and poor after sales care as I said nobody really knows.

Hopefully it improves soon.


( No I don't have a 4, yes I still come in here, yes I still have a reason, no I won't go elsewhere, yes I complain about MG quality and service, I am not alone!! Oh your aggressive DM, telling me to leave the forum, makes you sound really tough, not! )

I'd does make you wonder, if the customer care department just punts you back to the dealer, why have the department I the first place?. Mr Smart & his highly motivated TEAM are taking their money under false pretences ?‍

 

[Ian Key]

Perhaps MG customer services think the dealers are their customers and not the final purchasers which would explain why they repeatedly say go through your dealer.
Still doesn't explain why they apparently treat the dealers so badly which is then passed down the line by some dealers to their customers.

 

[Alb]

I think aggressive DM's should be named and shamed. Is that allowed?

Anything considered inappropriate should be reported.
There is a report button for each DM just the same as you'll find for forum posts.

 

[Deleted member 10041]

Anything considered inappropriate should be reported.
There is a report button for each DM just the same as you'll find for forum posts.

Absolutely each person can judge comments for themselves and take whatever action they think is appropriate.

 

[Deleted member 9909]

Perhaps MG customer services think the dealers are their customers and not the final purchasers which would explain why they repeatedly say go through your dealer.
Still doesn't explain why they apparently treat the dealers so badly which is then passed down the line by some dealers to their customers.

Ian, in my opinion the culture is set from the top down. If it is driven by sales and not customer service...as some companies see that as a loss of income not a customer retention and sales tool...then that is driven down and accepted by dealerships that are willing to buy into that culture. If you set the right culture at the top and drive and monitor it at your franchised dealers then the whole experience will improve. I know your are not defending them but there is no real excuse for this irrespective of who the real customer is...just my opinion and MG are not alone in this attitude unfortunately.

 

[Les burrows]

Perhaps MG customer services think the dealers are their customers and not the final purchasers which would explain why they repeatedly say go through your dealer.
Still doesn't explain why they apparently treat the dealers so badly which is then passed down the line by some dealers to their customers.

To a degree here Ian you are right I couldn’t believe it way back in this thread when I read the dealer had took pictures of the leaking breather to send to MG to obtain the new breather and fit it, but many weeks later the very same happen to us with my wife’s 4 mine is one of the largest and respected dealers of MG vehicles and they have to send pictures to MG to get a tuppence Halfpenny bit of rubber or plastic tube and a hose clip which doesn’t appear to work with every car it’s fitted two and then we have been told the clip may need to be change for a different one I think I’m I going insane or is it driving me to insanity, if it goes on much longer I’m sure it might.
Les

 

[PristDean]

@Leni16 is absolutely correct, the MG4 is is an excellent budget conscious EV with good levels of tech for the price compared to others in the market right now.

However, customer service is not rocket science in my view, it's about listening to others and responding appropriately to help, in this case, MG4 owners and others with a vested interest. MG have absolutely dropped the ball here, they have not taken into account a build up of customers who own a car built in China but sold by a UK dealer / company. This is a poor show by MG, it almost feels like buying a good 30k product from a market stall.

 

[Deleted member 10041]

The biggest issue here would appear to be communication, some dealers are also at fault with this.
I've said previously a call or email saying "we know this fault exists here is the plan to try and fix it"

" Unfortunately with regards your order, we are completely in the dark with when it will be here, we will touch base regularly as we value our customers!!

Two things as simple as that would go a long way to stopping some of the regular issues experienced

 

[Ian Key]

Ian, in my opinion the culture is set from the top down. If it is driven by sales and not customer service...as some companies see that as a loss of income not a customer retention and sales tool...then that is driven down and accepted by dealerships that are willing to buy into that culture. If you set the right culture at the top and drive and monitor it at your franchised dealers then the whole experience will improve. I know your are not defending them but there is no real excuse for this irrespective of who the real customer is...just my opinion and MG are not alone in this attitude unfortunately.

I agree. It comes from the top down. There are some companies I will order off again due to their customer service even if it's a pound or two more and you usually find if the owner/MD is customer orientated then the whole company is.

 

[Deleted member 9692]

Great car
Great value
Iffy quality control
Iffy software but improving
Iffy hardware on some, time will tell on other materials
Iffy reduction gearbox breather design
Some poor dealerships but some great
Zero UK level genuine customer support

Summed up perfectly.

 

[JCFlippen]

When one follows various threads and can see the attitude of how problems are addressed by MG UK it easy to come to the conclusion that they are not very professional and just a bunch of barrow boys.
If future cars are likely to be in the £40k and upwards bracket then they need to pull their socks up.
I was very pleased with my original Gen1 ZS EV and now with my new TCLR but dread the thought of any problems that might come up and mean having to sample MG UK customer support.

 

[PristDean]

When one follows various threads and can see the attitude of how problems are addressed by MG UK it easy to come to the conclusion that they are not very professional and just a bunch of barrow boys.
If future cars are likely to be in the £40k and upwards bracket then they need to pull their socks up.
I was very pleased with my original Gen1 ZS EV and now with my new TCLR but dread the thought of any problems that might come up and mean having to sample MG UK customer support.

Snap, having read through experiences but yet to collect my MG4, I am now apprehensive about the level of support I will receive should I need it. However, so far so good, apart from a 'hicup' on what they tried to charge me when I ordered (2023 price instead of 2022), the communication has been good from MG Newbury. I live in hope, glass half full right now !

 

[Deleted member 10041]

Snap, having read through experiences but yet to collect my MG4, I am now apprehensive about the level of support I will receive should I need it. However, so far so good, apart from a 'hicup' on what they tried to charge me when I ordered (2023 price instead of 2022), the communication has been good from MG Newbury. I live in hope, glass half full right now !

Glass totally full till proven otherwise?

 

[AdamMGEV]

To top my annoyances I never had the oil leak issue, took it in for repairs and software updates and now I have it. No idea but I assume they fiddled around and topped the oil up maybe whilst doing everything.

 

[Cocijo]

Honestly couldn't care less, keyboard warriors all over social media. Not seen him post in ages either.

Is it Gary…

 

[stevegus]

Is it Gary…

In the library

With the lead piping?

 

[MoDolph]

My car was finally updated for the recall today. Has anybody else had the dealer trying to get you to pay for the courtesy car?

I said I wouldn't pay when booking the appointment and when I dropped the car off but they still tried to charge me again when I collected mine. They really didn't seem happy.

 

[Deleted member 9909]

Only for insurance if you could not show that your own policy covered loan vehicles...only happened once

 

[MoDolph]

Only for insurance if you could not show that your own policy covered loan vehicles...only happened once

Yes for the insurance. They kept asking for my proof of insurance which I don't have. Only when pushed did they admit it was only to reduce the excess from £1k to £50.