MMC customer service. possible improvement.

renmure · Post by **renmure** » Mon Aug 13, 2007 8:52 pm

Booked the s1 exige into MMC for today to have the floor section attended to under the 8 yr anti-corrosion warranty. Drove the 80 miles to MMC and turned up at 1pm as arranged and had previously been told it would take around an hour so planned to have a nice nosey round the salesroom and pester Graeme for a coffee during the wait.

When I turned up I was told that I would have to leave the car there till tomorrow since they didn't have the time to do it today! Explained the logistics of that plus the inconvenience. Tough. Had a bit of a rant at that.

Then was told that it would be done but would take a few hours. Slightly disapointed at that but fair enough. Asked for a courtesy car to let me go and do something for the few hours. Told that was not possible. Had a little rant at that but it there are no cars available then fair enough.

Asked for a lift to the Gyle Shopping Ctr to kill some time. Told that was not possible. Had another rant. Was then told that I could get a lift there but would have to get back myself. Had a major rant. Might even have used a bad word.

Eventually agreed that someone would drop me off and pick me up then the work was done. Calmed down at that.

Got to the Gyle, ordered a Coffee, 15 mins later... phone rang.. answered the phone. MMC had forgotten to order the parts needed to do the work so couldn't do it anyhow. Someone would come and collect me in MY car. Head in hands but no rant at this point.

Return to MMC, rant building up in head, to be met with a supervisor gentleman. Before I could rant he apologised, said it was terrible service, offered to have the car collected from home (80 miles away) later this week and taken to MMC for the work to be done then be returned back to me along with a full tank of petrol by way of compensation for the balls ups.

Hmmm. Fair enough. From the point I was at (a 160 mile round trip and a wasted day) it was a reasonable suggestion and was offered without any imput from me.

So, the moral.. well, I guess everyone has a bad day and Sh1t happens and maybe there is light at the far end of the tunnel for the customer service in the Servicing Dept to get somewhere approaching the high standards in the Salesroom.

Jamie84 · Post by **Jamie84** » Mon Aug 13, 2007 9:39 pm

having a terrible time at the moment with MMC , aint gonna go into it but defo being messed about a bit . Not happy.

Brian J · Post by **Brian J** » Mon Aug 13, 2007 9:45 pm

Name of helpful "supervisor gentleman"?

I recently turned up twice at 8.30am opening time for nothing to happen until 9.00am.

Then asked for ECU upgrade to be arranged - after a week no call back - their loss!

meatball · Post by **meatball** » Mon Aug 13, 2007 9:47 pm

Brian J wrote:Name of helpful "supervisor gentleman"?

I recently turned up twice at 8.30am opening time for nothing to happen until 9.00am.

Then asked for ECU upgrade to be arranged - after a week no call back - their loss!

John is usually helpful???

Engine reflash to bring cam change down???????

Sorry to hear about the hassle Jamie!

Jamie84 · Post by **Jamie84** » Mon Aug 13, 2007 10:00 pm

dont get me wrong john does sound as though he is trying to help me , but thats nearly 3 weeks my cars been in now with no real progress....aint even gonna start a rant cause i'll blow my top, If i dont get the result i want with regards to me getting new gear box then there will be plenty of ranting going on

hope the guys at MMC can get it sorted for me. For my wallets sake

Stewart · Post by **Stewart** » Mon Aug 13, 2007 10:01 pm

I called MMC Parts on a Saturday in the middle of June to order toe links. The young bloke on the 'phone looked them up and said that there had been a revision so would have to speak to a mechanic and call me back on the Monday. Still waiting ...

Meanwhile the toe links have stopped creaking

BiggestNizzy · Post by **BiggestNizzy** » Mon Aug 13, 2007 10:02 pm

Stewart wrote:I called MMC Parts on a Saturday in the middle of June to order toe links. The young bloke on the 'phone looked them up and said that there had been a revision so would have to speak to a mechanic and call me back on the Monday. Still waiting ...

Meanwhile the toe links have stopped creaking

probably the same guy that can't get me rack ends

jj · Post by jj » Mon Aug 13, 2007 10:05 pm

I have been pestering Darren and Zack over the last few weeks about stupid wee bits for the exige (like edge strip and 2 bolts) and getting them delivered to Glasgow - and they have been top onions in their efficiency and in getting the bits through from edin ASAP for me

renmure · Post by **renmure** » Mon Aug 13, 2007 10:16 pm

Brian J wrote:Name of helpful "supervisor gentleman"?

Embarrased to say I didnt make a note of it. Will find out tomorrow when he calls me to arrange collection of the car.

John is usually helpful???

Afraid it was John who was on the end of my earier rants for being less than helpful. Suppose everyone has an off day and we kissed n made up. No hard feelings

scottyf · Post by **scottyf** » Mon Aug 13, 2007 10:20 pm

Brian J wrote:Name of helpful "supervisor gentleman"?

I recently turned up twice at 8.30am opening time for nothing to happen until 9.00am.

Then asked for ECU upgrade to be arranged - after a week no call back - their loss!

What are they charging for the ECU upgrade these days?

delands · Post by **delands** » Mon Aug 13, 2007 10:25 pm

j33ama wrote:dont get me wrong john does sound as though he is trying to help me , but thats nearly 3 weeks my cars been in now with no real progress....aint even gonna start a rant cause i'll blow my top, If i dont get the result i want with regards to me getting new gear box then there will be plenty of ranting going on

hope the guys at MMC can get it sorted for me. For my wallets sake

My car has been in 5 out of the last 6 weeks.... new synchros for 3rd and 4th... which havent helped. Think they have now replaced linkage, bushes and gearbox oil. No box replacement. Will see what happens from Wed onwards when I get the car.

Michael · Post by **Michael** » Mon Aug 13, 2007 10:37 pm

sounds like they're writing the appointments on the same stuff they are wiping their arrses with... not encouraging at all. I take it your thread title is sarcasm then...damn..!

They clearly have enough business from non-discerning others without needing us...

renmure · Post by **renmure** » Mon Aug 13, 2007 10:52 pm

Michael wrote: I take it your thread title is sarcasm then...damn..!

TBH, not really. They certainly made a ar$$ of my appointment and took the long way round to putting things right but at least things should end up ok. Anyhow, its warranty work otherwise I wouldn't be going to MMC with either the exige or the elise since my previous 'experiences' there haven't been the best. At least in this instance they are doing something to put it right.

woody · Post by **woody** » Mon Aug 13, 2007 11:07 pm

BiggestNizzy wrote:
Stewart wrote:I called MMC Parts on a Saturday in the middle of June to order toe links. The young bloke on the 'phone looked them up and said that there had been a revision so would have to speak to a mechanic and call me back on the Monday. Still waiting ...

Meanwhile the toe links have stopped creaking
probably the same guy that can't get me rack ends

I was in in person on friday to pick up a few parts, including a rear toe-link ball joint. MMC parts man (Darren?) who posts here was off, so i'd to deal with his 'apprentice'. The boy was willing enough, but he needed more time on the job to be more familiar with all of the various service bulletins, what why where and when they should be applied. Took a good 20mins and me pointing out to him he was at the wrong bit a few times before we got the correct SB upgrade P/N - It'll be through on Thursday if you need the number Stewart. They'd be better off if they bought the pdf of the service book & Illustrated parts cat' off of ebay for a fiver, rather than having to thumb through the paper manual

Edin430 · Post by **Edin430** » Mon Aug 13, 2007 11:48 pm

Well i have a post that probably no one will believe but i cant confirm it until my car comes back...

Lets just say the Stratstone boys down in Milton Keynes who have my car now opened it up to find MMC who tried to charge £500+ for 1 hose and 2 belts had put one belt on wrong the other belt on too tight (strangled my alternator) and replaced the hose but didnt do it properly.... All to be topped off with (and i take a big gasp while saying this) a phone call from the senior technician down there to tell me not one part had an approved Lotus mark on it......... So he is in the process of enquiring where these parts came from!!!!!!

Will confirm this when my car comes back but i have to say - 3 times its been to MMC and not once have i been happy... Messed about, crap work, and they havent even given me the time of day - most probably because they think im some daft kid......

Very disappointed........
Oh but just to let you know Stratstone picked my car up on a closed trailer bringing it back the same way and have done a full respray and over 1ks worth of engine work totally free for me because of the hassle MMC gave me.... Top service!!