What can I do about waiting over 60 days for an MG4 repair? Advice wanted

[Robf]

If you are not getting anywhere, I would suggest a strongly worded solicitor's letter will probably do the trick. Yes, there's a cost, but it is likely the garage will back down if they think you'll go that route.

CAB as advised above is the way forward

 

[siteguru]

CAB advice can be "variable" depending on the subject-matter ... but they should be OK with this.

Your dealer is talking mince ... repairs must be undertaken with reasonable care and skill, and without causing significant inconvenience to the consumer - 2+ months would breach the inconvenience bar (IMHO). So legally it is all on your side, not theirs. Plus, them sourcing a replacement car and it being nothing to do with MG is perfectly correct - you do not have any contractual relationship with MG, only the seller.

As others have mentioned, a rejection per s20 and s24 of the Consumer Rights Act 2015 is probably the way forward.

 

[timeades]

Surely if you are in the UK you can contact the citizens advice, if i remeber its free.

Contact the consumer service

Contacting Citizens Advice consumer service by phone or on-line if you need further help with a consumer problem.

www.citizensadvice.org.uk

and sadly at present highly oversubscribed with lots of people trying to figure a way through cost of living problems

 

[bowfer]

It seems like there's a common theme here! Unfortunately I'm still without my car and no nearer to a resolution. The replacement unit arrived, fitted and failed. I sent a letter to Santander to explain the situation and that under the Consumer act, I wanted to reject the car. I also emailed mg customer services to inform them and complained that I have not had any update in 2 weeks. I found out today, after visiting the dealer, that a second new unit had arrived, fitted and failed... This was last thursday!!

The guy at the dealership is only saying what we want to hear, he mentioned 2 weeks ago that MG are insisting that they try again, but Gillanders, out of good faith, would try to obtain a replacement car. He stressed that it would be between Gillanders and myself and nothing to do with MG.

I contacted the general manager, he more or less said the law is in their side and I'm not entitled to refund or replacement as it's classed as 'one fault', despite having tried 3 times to fix it. Then he said that guy in peterhead branch was wrong to tell me that they would get a replacement car. I'm so mad with continually being fobbed off.
Its appalling the way both MG and the dealership have handled this.

This ‘one fault’ thing, the guy is confused or is trying to confuse you.
What I think he’s referring to in a roundabout way is them having ‘one opportunity’ to fix the issue.
They’ve had that, it’s failed.
That’s it, that’s the end, that’s the point you are legally entitled to reject. ?
No need to involve solicitors, I didn’t.

 

[lynz]

This ‘one fault’ thing, the guy is confused or is trying to confuse you.
What I think he’s referring to in a roundabout way is them having ‘one opportunity’ to fix the issue.
They’ve had that, it’s failed.
That’s it, that’s the end, that’s the point you are legally entitled to reject. ?
No need to involve solicitors, I didn’t.

Were you within the 30 days? That's the stance the dealership manager is taking with me, as I'm over the 30 days and that it's the same fault.

Customer services seem to be blaming the garage as they can't understand why 3 units have failed, it could be the car is rejecting them?!

The saga continues....?

 

[siteguru]

Doesn't matter ... 30 days is in relation to your Initial/Short Term Right To Reject; when invoking that you don't even need to let them have any repair attempt. However if the fault was first reported within 30 days then the click stops ticking on this right to reject - it's not an absolute 30 days from collection/delivery.

After 30 days (and up to 6 months) you can invoke your Final Right To Reject ... that's why I mentioned s20 and s24 in my previous reply. If a repair is attempted and the goods still don't conform to contract (whether for the same or a different fault) then the consumer can reject the goods for a refund. As it is a vehicle then the seller can reduce the refund to account for mileage.

 

[bowfer]

Were you within the 30 days? That's the stance the dealership manager is taking with me, as I'm over the 30 days and that it's the same fault.

Customer services seem to be blaming the garage as they can't understand why 3 units have failed, it could be the car is rejecting them?!

The saga continues....?

Nope
Collected 5/11, rejection advised two weeks ago and accepted this week.

 

[lynz]

Santander phoned today, as I didn't report it to them after initial fault, they're taking the stance that I have to allow mg to try to repair. I advised them that since I sent my rejection letter, a 3rd unit had failed. They said they'd be in touch again to proceed with the rejection. Which is a small step forward.

The really disappointing thing in all this is that I really loved the MG4, it was a comfortable,good car to drive, in all the 300 miles I managed before all this.

 

[Deleted member 10041]

Santander phoned today, as I didn't report it to them after initial fault, they're taking the stance that I have to allow mg to try to repair. I advised them that since I sent my rejection letter, a 3rd unit had failed. They said they'd be in touch again to proceed with the rejection. Which is a small step forward.

The really disappointing thing in all this is that I really loved the MG4, it was a comfortable,good car to drive, in all the 300 miles I managed before all this.

Rejected cars/ in the process of trying to reject on this forum must be getting well into double figures now, again really poor service and what looks again like a lack of support from MG to the dealer

 

[Drakon]

Santander phoned today, as I didn't report it to them after initial fault, they're taking the stance that I have to allow mg to try to repair. I advised them that since I sent my rejection letter, a 3rd unit had failed. They said they'd be in touch again to proceed with the rejection. Which is a small step forward.

The really disappointing thing in all this is that I really loved the MG4, it was a comfortable,good car to drive, in all the 300 miles I managed before all this.

Meanwhile I'm still waiting for Santander to call me back from the last two times I called them and to acknowledge the 14 day deadline to take the car back that CA recommended I give them

 

[bowfer]

Rejected cars/ in the process of trying to reject on this forum must be getting well into double figures now, again really poor service and what looks again like a lack of support from MG to the dealer

Yup, Santander must be getting fed up of MG’s being rejected.
They’ll be getting it down to a fine art though.
But you’d think Santander will also be putting pressure on MG, they really won’t want this financial and administrative burden.

 

[Drakon]

Finally got through to Santander who have now told me that the dealership has tried to downplay my issues as simply being faulty Bluetooth. At this point they agree that I am covered by the short-term right to reject and requested that I sent evidence that the other faults were reported to them.

 

[Deleted member 10041]

Finally got through to Santander who have now told me that the dealership has tried to downplay my issues as simply being faulty Bluetooth. At this point they agree that I am covered by the short-term right to reject and requested that I sent evidence that the other faults were reported to them.

More dodgy dealership behaviour

 

[bowfer]

Finally got through to Santander who have now told me that the dealership has tried to downplay my issues as simply being faulty Bluetooth. At this point they agree that I am covered by the short-term right to reject and requested that I sent evidence that the other faults were reported to them.

Result!
Get rid, move on to another EV, some great deals going out there.

 

[lynz]

Hi, for the folks that have successfully rejected their mg4, did you get a form to complete from santander? And if you don't mind saying, what value per mile was deducted from your refund? Thanks ?

 

[Drakon]

Repair was completed on Wednesday, so now I'll be contacting Santander about:

• The Bluetooth, which the dealer lied about being the main point of rejection, is still broken
• Random emergency braking in reverse is still an issue

Will also be discussing with a solicitor.

Also, the satnav is now broken (can’t provide it permission for something so I can’t use it) so I’m using that as grounds for rejection on top of the still faulty Bluetooth