A Few Words with McLaren Group CEO Nick Collins
Discussion
I recently had the pleasure of spending a few minutes with new McLaren Group CEO Nick Collins.
In summary, McLaren is in the middle of a vast transformation. The new owner’s ambitions for the organization are vast, and they have the financial resources to bring them to life. As the new CEO, Nick Collins, is charged with making this happen. It definitely appears he has the support and capabilities to do so.
It's going to be really interesting to see how this all develops.
In summary, McLaren is in the middle of a vast transformation. The new owner’s ambitions for the organization are vast, and they have the financial resources to bring them to life. As the new CEO, Nick Collins, is charged with making this happen. It definitely appears he has the support and capabilities to do so.
It's going to be really interesting to see how this all develops.
While that is all well and good you could have said pretty much the exact same things about Aston Martin several years ago. And Lotus. And McLaren's last owner was the Bahrain sovereign wealth fund, who weren't exactly short of a few quid. I'm not trying to talk down either McLaren or CYVN, but a committed owner with deep pockets isn't enough on its own to fill me with confidence.
And yes, within a few years I entirely expect McLaren to be an SUV manufacturer that also makes sports cars, just like Lambo, and Lotus, and Aston. But hey maybe they'll make the only SUV built around a carbon tub, which is at least better than flogging a rebadged Audi.
And yes, within a few years I entirely expect McLaren to be an SUV manufacturer that also makes sports cars, just like Lambo, and Lotus, and Aston. But hey maybe they'll make the only SUV built around a carbon tub, which is at least better than flogging a rebadged Audi.
murphyaj said:
While that is all well and good you could have said pretty much the exact same things about Aston Martin several years ago. And Lotus. And McLaren's last owner was the Bahrain sovereign wealth fund, who weren't exactly short of a few quid. I'm not trying to talk down either McLaren or CYVN, but a committed owner with deep pockets isn't enough on its own to fill me with confidence.
And yes, within a few years I entirely expect McLaren to be an SUV manufacturer that also makes sports cars, just like Lambo, and Lotus, and Aston. But hey maybe they'll make the only SUV built around a carbon tub, which is at least better than flogging a rebadged Audi.
CYVN's pockets are much deeper than Bahrains and it's being reflected in the levels of investment they are pouring into McLaren right now. And yes, within a few years I entirely expect McLaren to be an SUV manufacturer that also makes sports cars, just like Lambo, and Lotus, and Aston. But hey maybe they'll make the only SUV built around a carbon tub, which is at least better than flogging a rebadged Audi.
Well I’ve been waiting 8 months for a passenger seat airbag sensor (under warranty) so any improvement would be welcome!
Amazing cars, but the support needs to match the engineering!
By contrast for my 34 year old Honda NSX I just ring up my local Honda dealer and the parts arrive promptly…(not that it’s ever broken down in 20 years of owning it mind you, not once.)
Amazing cars, but the support needs to match the engineering!
By contrast for my 34 year old Honda NSX I just ring up my local Honda dealer and the parts arrive promptly…(not that it’s ever broken down in 20 years of owning it mind you, not once.)
Origami said:
Well I ve been waiting 8 months for a passenger seat airbag sensor (under warranty) so any improvement would be welcome!
Amazing cars, but the support needs to match the engineering!
By contrast for my 34 year old Honda NSX I just ring up my local Honda dealer and the parts arrive promptly (not that it s ever broken down in 20 years of owning it mind you, not once.)
+1Amazing cars, but the support needs to match the engineering!
By contrast for my 34 year old Honda NSX I just ring up my local Honda dealer and the parts arrive promptly (not that it s ever broken down in 20 years of owning it mind you, not once.)
Had a steering module failure earlier this year on a model that only went out of production 8 years ago, the car was rendered unsafe to drive and would have failed its MOT, which was imminent.
The response from McLaren was, in summary, "we don't have one in stock, we don't know when we can get one, we can't even give you an estimate, but it could be months". Fortunately I was able to find a used one and get it fitted by an independent, otherwise I could have spend half the summer with my car off the road. Totally unacceptable.
This is actually the 2nd time in 2 years something similar has happened; the other being a soft-close door latch that refused to report that it was closed and caused all kinds of issues, which again was on back-order for months. I adore the car, nothing else comes close for the money, but stuff like this has caused me to question my choice from time to time.
Edited by murphyaj on Wednesday 24th September 10:28
I also forgot to mention that, when I did call up my two local main dealers, they couldn't get the car in to inspect the fault it for 6 weeks. Fortunately I was able to get an independent to look at it much sooner, but if I was tied to the main dealer due to a used warranty I'd have been totally stuck.
The thing is it's not that the car is especially unreliable. My Ferrari and at least two of my Astons had just as many failures, but in 20 years of driving I have never had to wait more than a week for a part before the Mclaren. It's a low volume, largely hand build supercar, I'm not expecting Honda levels of reliability. But I also don't expect to be left without a car for months if something does go wrong.
I'm not industry expert, but surely this is exactly the kind of poor experience that hammers used values? And since used values are a huge part of the calculation when buying a car like this, directly affecting the price if using lease or PCP, then that effectively drives up the cost and hits demand does it not? Skimping on after-sales care is surely a massive own-goal for someone like McLaren, and yet it seems this has been the case for years.
The thing is it's not that the car is especially unreliable. My Ferrari and at least two of my Astons had just as many failures, but in 20 years of driving I have never had to wait more than a week for a part before the Mclaren. It's a low volume, largely hand build supercar, I'm not expecting Honda levels of reliability. But I also don't expect to be left without a car for months if something does go wrong.
I'm not industry expert, but surely this is exactly the kind of poor experience that hammers used values? And since used values are a huge part of the calculation when buying a car like this, directly affecting the price if using lease or PCP, then that effectively drives up the cost and hits demand does it not? Skimping on after-sales care is surely a massive own-goal for someone like McLaren, and yet it seems this has been the case for years.
Edited by murphyaj on Thursday 25th September 09:35
650S said:
I wonder what Mr Collins would say to that shabby customer experience?
I think he would be rather horrified. As I mentioned in the article on wrote on my discussion with Nick:
"In terms of customers, I got the feeling that Nick genuinely values and appreciates their feedback. This is quite the departure from a few of his predecessors. "
Have had a message this morning saying that McLaren Ascot will be moving their showroom to the site of the servicing centre (i.e. the Bracknell Jardine's / Stratstone Select site) where they also have "Bracknell Lotus"
Given that they've effectively also mothballed the London dealership (also ex Jardine) this doesn't feel like an investment into the dealer network.
There's some great guys on that site in Ascot, and I wish them the best in the inevitable downsizing.
Given that they've effectively also mothballed the London dealership (also ex Jardine) this doesn't feel like an investment into the dealer network.
There's some great guys on that site in Ascot, and I wish them the best in the inevitable downsizing.
murphyaj said:
I also forgot to mention that, when I did call up my two local main dealers, they couldn't get the car in to inspect the fault it for 6 weeks. Fortunately I was able to get an independent to look at it much sooner, but if I was tied to the main dealer due to a used warranty I'd have been totally stuck.
The thing is it's not that the car is especially unreliable. My Ferrari and at least two of my Astons had just as many failures, but in 20 years of driving I have never had to wait more than a week for a part before the Mclaren. It's a low volume, largely hand build supercar, I'm not expecting Honda levels of reliability. But I also don't expect to be left without a car for months if something does go wrong.
I'm not industry expert, but surely this is exactly the kind of poor experience that hammers used values? And since used values are a huge part of the calculation when buying a car like this, directly affecting the price if using lease or PCP, then that effectively drives up the cost and hits demand does it not? Skimping on after-sales care is surely a massive own-goal for someone like McLaren, and yet it seems this has been the case for years.
I think that tells us all we need to know about McLaren main dealers. They have no interest in 'heritage' models and are only interested in flogging new cars. That's why I take my car to V Engineering. If there isn't a part they will make one or adapt one and keep your car running. Proper mechanics, not fitters. Its the likes of V and other specialists that make McLaren ownership palpable. McLaren owe them a deep gratitude IMHO for propping their business and used values up! The thing is it's not that the car is especially unreliable. My Ferrari and at least two of my Astons had just as many failures, but in 20 years of driving I have never had to wait more than a week for a part before the Mclaren. It's a low volume, largely hand build supercar, I'm not expecting Honda levels of reliability. But I also don't expect to be left without a car for months if something does go wrong.
I'm not industry expert, but surely this is exactly the kind of poor experience that hammers used values? And since used values are a huge part of the calculation when buying a car like this, directly affecting the price if using lease or PCP, then that effectively drives up the cost and hits demand does it not? Skimping on after-sales care is surely a massive own-goal for someone like McLaren, and yet it seems this has been the case for years.
Edited by murphyaj on Thursday 25th September 09:35
Bispal said:
murphyaj said:
I also forgot to mention that, when I did call up my two local main dealers, they couldn't get the car in to inspect the fault it for 6 weeks. Fortunately I was able to get an independent to look at it much sooner, but if I was tied to the main dealer due to a used warranty I'd have been totally stuck.
The thing is it's not that the car is especially unreliable. My Ferrari and at least two of my Astons had just as many failures, but in 20 years of driving I have never had to wait more than a week for a part before the Mclaren. It's a low volume, largely hand build supercar, I'm not expecting Honda levels of reliability. But I also don't expect to be left without a car for months if something does go wrong.
I'm not industry expert, but surely this is exactly the kind of poor experience that hammers used values? And since used values are a huge part of the calculation when buying a car like this, directly affecting the price if using lease or PCP, then that effectively drives up the cost and hits demand does it not? Skimping on after-sales care is surely a massive own-goal for someone like McLaren, and yet it seems this has been the case for years.
I think that tells us all we need to know about McLaren main dealers. They have no interest in 'heritage' models and are only interested in flogging new cars. That's why I take my car to V Engineering. If there isn't a part they will make one or adapt one and keep your car running. Proper mechanics, not fitters. Its the likes of V and other specialists that make McLaren ownership palpable. McLaren owe them a deep gratitude IMHO for propping their business and used values up! The thing is it's not that the car is especially unreliable. My Ferrari and at least two of my Astons had just as many failures, but in 20 years of driving I have never had to wait more than a week for a part before the Mclaren. It's a low volume, largely hand build supercar, I'm not expecting Honda levels of reliability. But I also don't expect to be left without a car for months if something does go wrong.
I'm not industry expert, but surely this is exactly the kind of poor experience that hammers used values? And since used values are a huge part of the calculation when buying a car like this, directly affecting the price if using lease or PCP, then that effectively drives up the cost and hits demand does it not? Skimping on after-sales care is surely a massive own-goal for someone like McLaren, and yet it seems this has been the case for years.
Edited by murphyaj on Thursday 25th September 09:35
PinkHouse said:
One independent that is booked up for months in advance is not a substitute for a competent country-wide dealer network
Is that really unique to McLaren? My Alfa has a recall - a fairly important one since it's related to brakes. When I got the recall notice, I still had to book about 7 weeks in advance even though it's apparently a 1 hour job.
The Indy I use to service the Alfa has a 2 month lead time.
The Indy's I've previously used for Ferrari / Aston were similar.
I'm expect that Ford/ Nissan / Toyota etc are quicker, but I wouldn't say that the situation with McLaren is unique. Less choice of Indy's perhaps but that is changing.
davek_964 said:
PinkHouse said:
One independent that is booked up for months in advance is not a substitute for a competent country-wide dealer network
Is that really unique to McLaren? My Alfa has a recall - a fairly important one since it's related to brakes. When I got the recall notice, I still had to book about 7 weeks in advance even though it's apparently a 1 hour job.
The Indy I use to service the Alfa has a 2 month lead time.
The Indy's I've previously used for Ferrari / Aston were similar.
I'm expect that Ford/ Nissan / Toyota etc are quicker, but I wouldn't say that the situation with McLaren is unique. Less choice of Indy's perhaps but that is changing.
For all those brands you mentioned, you could probably find at least one independent within a 1 hour radius of every major city in the UK. Whereas with McLaren you're left with a choice of Thorney with a mixed reputation and V engineering, both booked up months in advance. Alternatively you could take a chance on some of the other up and coming independents but you'll have to be prepared to have awkward conversations explaining how competent they are when it comes time to sell your car. All these factors lead to the depressed prices in the 2nd hand market we're seeing
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