Utterly unbelievable customer support! Anyone from MG like to comment?

[Fluffykins]

I know the education system is supposed to be dumbed down but this is surely taking the biscuit.

There has been discussion elsewhere on this board about the reduction gearbox oil being specified as Shell SL2808, and no one knowing anything about it. See Reduction Box Oil

I thought I'd see what MG customer service had to say, so I asked them.

Here is their reply:

Dear xxxxxxx

Thank you for getting in touch with MG motor!

With regards to your query, the MG5 EV model is fully electric, and it does not require any type of oil. (my bold)

Would it be possible to clarify your enquiry in order for us to provide the correct information?

Look forward to hearing from you.

Kind regards,

MG Call Centre Team
____________________________________________________________________

Direct Line: +44 (0)20 3917 5821
E-mail: [email protected]

MG Motor UK Limited
Westar House
139-151 Marylebone Road
London
NW1 5QE

www.mg.co.uk

Become an MG fan: facebook.com/MGMotorUK
Follow MG: twitter.com/mgmotor

A rare thing, but I am speechless.

Fluff. Shaking my head in wonderment

 

[Kithmo]

I know the education system is supposed to be dumbed down but this is surely taking the biscuit.

There has been discussion elsewhere on this board about the reduction gearbox oil being specified as Shell SL2808, and no one knowing anything about it. See Reduction Box Oil

I thought I'd see what MG customer service had to say, so I asked them.

Here is their reply:



A rare thing, but I am speechless.

Fluff. Shaking my head in wonderment

I suppose it's got nylon gears then. ?

 

[weedavemac]

Oh dear....

 

[kierend]

It's all made of PTFE?

 

[Gomev]

I know the education system is supposed to be dumbed down but this is surely taking the biscuit.

There has been discussion elsewhere on this board about the reduction gearbox oil being specified as Shell SL2808, and no one knowing anything about it. See Reduction Box Oil

I thought I'd see what MG customer service had to say, so I asked them.

Here is their reply:



A rare thing, but I am speechless.

Fluff. Shaking my head in wonderment

They asked you to clarify the question in the reply, so what precisely was your question to them ?

 

[Fluffykins]

They asked you to clarify the question in the reply, so what precisely was your question to them ?

Unfortunately the question was sent via a web form. I didn't keep a record of what I entered on the form and MG didn't repeat the question on their email answer. As far as I can recall it was along the lines of:

MG specify Shell SL2808 for the MG5. Shell advise this is not available in the UK. What does MG advise to use.

Pretty unequivocal I'd have thought.

I can't think of any question one could have posed that would have elicited the answer:

The MG5 EV model is fully electric, and it does not require any type of oil

MG have now come back and told me this:

If you require the following Shell E-Fluids E6 iX (SL2808) 0.9 Litres – this is available at Authorised MG dealership

 

[weedavemac]

Is 0.9 litres all that is required to fully change the oil?

 

[weedavemac]

Unfortunately the question was sent via a web form. I didn't keep a record of what I entered on the form and MG didn't repeat the question on their email answer. As far as I can recall it was along the lines of:



Pretty unequivocal I'd have thought.

I can't think of any question one could have posed that would have elicited the answer:



MG have now come back and told me this:

Well done for getting a result. Next trick will be to see if the dealers actually have the fluid

 

[Gomev]

@Fluffykins I understand where you are coming from, but you have to remember you are dealing with customer support, not a mechanic, electrician or EV specialist.

If you just asked along the lines as you said
'MG specify Shell SL2808 for the MG5. Shell advise this is not available in the UK. What does MG advise to use.'
Then it is quite reasonable for a CS person to reply that the car is an EV and doesn't require oil but please clarify your question. (most people would think of engine oil as a first thought)
If you had stated that you were enquiring re the oil used in the reduction gearbox of the MG5 then they may have been able to check with someone who knew the answer.

When dealing with CS it is helpful if the question is quite precise in order for them to find an answer and it appears they have since come back with an answer.
Working in CS is a thankless job sometimes with little praise when something is done well and countless abuse when someone doesn't get the answer they want.

 

[aska qian]

I am from china market, we use wet DCTF to MG5 EV

 

[dragon2611]

Is 0.9 litres all that is required to fully change the oil?

I'd imagine if it's just the reduction gearbox then quite possibly.

 

[Alb]

In reality it should be slightly less as you never get all the old stuff out.

 

[nexia201]

so had my reduction gear oil changed , but they wrote down 2 , they are 1 litre bottles so should only require 1 , will be having a word with the manager

 

[Alb]

It all seems very expensive!

 

[Kithmo]

Wow, £60 a litre for oil !!! ?

 

[nexia201]

Wow, £60 a litre for oil !!! ?

€60 a litre

 

[PeterHR2]

??

Transmission Oil 1 Litre Shell MG5 MG4 - Brown and Gammons

Transmission Oil 1 Litre Shell MG5 MG4 10925167 in MG5 EV Accessories

www.ukmgparts.com

??

 

[Kithmo]

€60 a litre

Still, Wow £51.18 a litre for oil.

 

[Jomarkh]

so had my reduction gear oil changed , but they wrote down 2 , they are 1 litre bottles so should only require 1 , will be having a word with the manager

Is that it's 4th service?

 

[dsimpkins]

It all seems very expensive!

Brake cleaner also very expensive by looks of it.