MMC customer service. possible improvement.

Scottd · Post by **Scottd** » Tue Aug 14, 2007 12:01 am

renmure wrote:
Michael wrote: I take it your thread title is sarcasm then...damn..!
TBH, not really....

Not really!?? Are you havin a laugh!

They piss away ur day and it's ok now cause now they'll send some lacky to collect ur car and joyride it the 80 miles to mmc

Our ideas of customer service differ somewhat!
I can't believe they didn't have the parts - 50 pence worth of carpet (if you can call black tissue paper carpet?) and bolts that they glue onto the floor which stay there about 2 weeks before you have to re-glue them properly yourself.

It's nearly as bad as the thread "Thanks MMC for taking my induction kit and giving me an OE one that would of been lying around the garage anyways - all for Free!!" wow.

Jamie84 · Post by **Jamie84** » Tue Aug 14, 2007 6:40 am

X7LDA wrote: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!!

how did you manage to arrange this m8 ?

I think my car was originally bought from stratstone

Brian J · Post by **Brian J** » Tue Aug 14, 2007 8:17 am

scottyf wrote:
Brian J wrote:
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?

As they haven't phoned back I don't know! - and I don't have time to have it done just now anyway.

renmure · Post by **renmure** » Tue Aug 14, 2007 8:45 am

Scottd wrote: Not really!?? Are you havin a laugh!
They piss away ur day and it's ok now cause now they'll send some lacky to collect ur car and joyride it the 80 miles to mmc Our ideas of customer service differ somewhat!

Chill!!!!!

I thought my 1st post made it clear that I was far from happy. Lots of rants, a bit of swearing, making sure that the folk organising the work knew I was far from happy and then taking it to a level ABOVE the service manager.

My post you replied to makes it clear that, despite owning 2 lotus cars (last year I had 3), I choose to take them elsewhere for servicing & parts because I have not been happy in the past. I wrote last year to someone above the level of service manager specifically stating why my business would go elsewhere. Thats me voting with my wallet and MMCs loss.

I would have thought that showed our ideas of customer service dont differ too much!!

This was warranty work which was why the car was going to MMC. Ok, they didn't cover themselves in glory yet again and it did reaffirm why I certainly wouldn't be giving them MY money for work. But, as I said, from the point that we had arrived at, it wasn't a bad resolution. Also the "lacky" will be driving the same covered transporter which is used to collect/deliver the Aston Martins methinks.

Jim

jamie · Post by **jamie** » Tue Aug 14, 2007 8:46 am

Peeps from MMC do look at the forum, can only hope they take it on board and do something

Edin430 · Post by **Edin430** » Tue Aug 14, 2007 8:57 am

Well i hope so Jamie, i am guessing there a probably a few good guys down there and it does just depend on who it is you get and on what day you catch them... I have been promised by someone quite high that if my car goes back to MMC it will be monitored to make sure its looked at properly....

j33ama - i contacted Martyn King the manager and Gavin Munro the person i bought the car from - the sorted everything out from there..

Top guys.....

ryallm · Post by **ryallm** » Tue Aug 14, 2007 10:20 am

jamie wrote:Peeps from MMC do look at the forum, can only hope they take it on board and do something

I have had a Lotus for over 5 years now, and I have lost count of the number of times I have read of SE members having poor service from MMC. There has been absolutely no sign of MMC addressing the problem up to now, so don't hold your breath. If the powers that be at MMC had any sense they would realise the power of the internet in breaking and making reputations, get posting on here and offer some reassurance that they are trying to sort out their bad customer service - stupidly over priced bad customer service at that.

Ron · Post by **Ron** » Tue Aug 14, 2007 10:49 am

Lee at Falkland Performance

Dan at Jude Performance

MMC

(emergencies only)

The above opinion is based solely on my own personal experience after 1 year of lizzy ownership.

Ron

Novice Racer · Post by **Novice Racer** » Tue Aug 14, 2007 11:07 am

MMC are sh*t.

What ever happened to the notion of compiling these sentiments and sending them to Hethel?

Whole servicing gang at MMC needs fired and replaced with a more carefully selected team - that would be the first thing any company director would do faced with so many dismal reports from customers. And there should be more attention paid to feedback than just the odd mechanic or salesman having the occasional look at an internet forum......

The incompetence could make you weep......

NR

scottyf · Post by **scottyf** » Tue Aug 14, 2007 11:15 am

Are Aston owners having the same problems with MMC???

ryallm · Post by **ryallm** » Tue Aug 14, 2007 11:24 am

Novice Racer wrote:MMC are sh*t.

NR

The nub of the problem, eloquently put

PhilA · Post by **PhilA** » Tue Aug 14, 2007 11:47 am

sometimes MMC can come up with nice solutions to problems - as they did in this circumstance.

its obviously something higher up the company that allows this culture of incompetance to exist.
The professionalism that is missing is not there because:
a> its never been put in place by higher management.
b> department performance isnt being checked by higher management.

I would go for "a" as the problem.

At the recommended places, the people who do the work are the people who run the business - they are good at what they do and so the company is a success.

MMC are part of JM Group - they layers there dont have the right mixture.

In short, the way to sort it is to go to JM Group.

PhilA · Post by **PhilA** » Tue Aug 14, 2007 11:52 am

and ill add...

there is obviously some talent there - as shown by jim's car being picked up, some of my car problems being solved, other have posted about how things have been quickly sorted in emergency before runs, etc....

but.. its not the norm.

new management, new focus, new attitude can make all the difference to us being served correctly.

Going to Lotus is also a good way to put pressure on JM Group.

Edin430 · Post by **Edin430** » Tue Aug 14, 2007 12:02 pm

i have been speaking to Zack how i think is filling in for Darren and he has actually been really good with my parts question.... not really had one person that i go straight to for service...

does anyone know if other garages will do warranty work?! i know when i had my bmw i could use bmw specialists who would then claim under warranty for me.. ??

Jamie84 · Post by **Jamie84** » Tue Aug 14, 2007 5:14 pm

[/quote]does anyone know if other garages will do warranty work?! i know when i had my bmw i could use bmw specialists who would then claim under warranty for me.. ??[/quote]

yeah good shout, anyone shed any light on this?

X7 LDA , is martyn king the manager at MMC?

Thanks