Thinking of Buying a McLaren?
Discussion
Driving a McLaren is a wonderful thing, they really are incredibly well engineered but there's a BUT....... the dealerships are shocking. TRULY TERRIBLE.
McLaren's downfall is its woeful customer service and the arrogance of its dealerships. This is something that prospective owners need to be aware of.
The owners forum is full of stories about how badly owners are treated when their cars need working on. Its not unusual to have to give 2x months notice to be able to get a service slot and then be have your booking delayed or cancelled. When your car does go in for a service expect to be without it for a couple of weeks JUST FOR AN ANNUAL SERVICE
McLaren has been telling owners for at least the last 18 months (which is when I bought my car) that capacity is about to increase, but things have not improved they've continued to decline.
McLaren are also control freaks, they won't release paint codes so getting stone chips sorted costs £k's when it should only cost a few hundreds at your local spray shop. They won't even divulge paint codes for the wheels (although to be fair a number of wheel refurb' companies are able to match the colour close enough that it isn't a problem). They now also refuse to supply a simple gearbox seal that can dry out causing a minor oil leak, insisting instead that one of their 5 service centres fit a complete new gearbox at circa £20k !!!!!!!!!!!!!!!!
Why are there no Independents? Because McLaren actively procrastinate and prevaricate when very experienced and credible companies start a dialogue with them (one I know has had on order with McLaren for something like a year and a half the tool/software he needs to re-set the service light!)
The affect of this attitude is some mighty disillusioned customers and owners who have sold their cars and gone back to other brands. Residual values have suffered and will continue to suffer [particularly at the bottom end of the market] where buyers are frightened of buying as no independent specialists exist to carryout maintenance. Poor residuals does have a very real affect on brand appeal and does affect new car sales.
This post is not only for the benefit of anyone potentially considering buying a McLaren, it is also for McLaren themselves - You need to sort out your customer services, your dealership capacity & attitude and realise that having Independents will be beneficial for you as well as owners.
McLaren's downfall is its woeful customer service and the arrogance of its dealerships. This is something that prospective owners need to be aware of.
The owners forum is full of stories about how badly owners are treated when their cars need working on. Its not unusual to have to give 2x months notice to be able to get a service slot and then be have your booking delayed or cancelled. When your car does go in for a service expect to be without it for a couple of weeks JUST FOR AN ANNUAL SERVICE
McLaren has been telling owners for at least the last 18 months (which is when I bought my car) that capacity is about to increase, but things have not improved they've continued to decline.
McLaren are also control freaks, they won't release paint codes so getting stone chips sorted costs £k's when it should only cost a few hundreds at your local spray shop. They won't even divulge paint codes for the wheels (although to be fair a number of wheel refurb' companies are able to match the colour close enough that it isn't a problem). They now also refuse to supply a simple gearbox seal that can dry out causing a minor oil leak, insisting instead that one of their 5 service centres fit a complete new gearbox at circa £20k !!!!!!!!!!!!!!!!
Why are there no Independents? Because McLaren actively procrastinate and prevaricate when very experienced and credible companies start a dialogue with them (one I know has had on order with McLaren for something like a year and a half the tool/software he needs to re-set the service light!)
The affect of this attitude is some mighty disillusioned customers and owners who have sold their cars and gone back to other brands. Residual values have suffered and will continue to suffer [particularly at the bottom end of the market] where buyers are frightened of buying as no independent specialists exist to carryout maintenance. Poor residuals does have a very real affect on brand appeal and does affect new car sales.
This post is not only for the benefit of anyone potentially considering buying a McLaren, it is also for McLaren themselves - You need to sort out your customer services, your dealership capacity & attitude and realise that having Independents will be beneficial for you as well as owners.
To give a balanced view I can only praise my local dealer who has bent over backwards to accommodate me on the few occasions I've required their assistance. Appreciate I don't live in London and McLarens are scare down this neck of the woods so I do sympathise with those in the big smoke where bigger / more dealers will be required in the future
Despite the pressure on future capacity I would suggest a 2 week wait for an annual service is more down to poor management at the facility. Parts are available in 48 hrs generally so they need to look at their customer communication and workshop loading to minimise customers downtime VOR.
I was offered collect and delivery service or transportation as I'm 100 miles away but preferred to drive to the dealership myself where I was lent a 570GT for the 2 days the car was in for its major service.
When 1 of my keys would not get detected in the car they offered to come to my home to change the keys but gain I preferred to visit the dealer so I was offered a 570S but asked for something more discreet and given a BMW courtesy car on my request for the day to go about my business whilst 2 brand new keys were programmed on warranty.
They have also lent me several demos in the past.
Yes because of the brand expansion and ever increasing volumes they do need more dealerships to service the vehicle parc which no doubt they have a strategic plan to appoint but it takes a huge amount of time and money and cannot happen overnight.
I also fully understand why they should wish to make any appointments only of the highest standard and not have any Fred in the Shed.
TBH the number of oil seals that have failed is minimal and as with any story on the internet gets blown totally out of proportion. If its a concern then fair enough buy an extended warranty don't shy away from the best Supercar and bargain out there today because of Ian's experience / view above
Despite the pressure on future capacity I would suggest a 2 week wait for an annual service is more down to poor management at the facility. Parts are available in 48 hrs generally so they need to look at their customer communication and workshop loading to minimise customers downtime VOR.
I was offered collect and delivery service or transportation as I'm 100 miles away but preferred to drive to the dealership myself where I was lent a 570GT for the 2 days the car was in for its major service.
When 1 of my keys would not get detected in the car they offered to come to my home to change the keys but gain I preferred to visit the dealer so I was offered a 570S but asked for something more discreet and given a BMW courtesy car on my request for the day to go about my business whilst 2 brand new keys were programmed on warranty.
They have also lent me several demos in the past.
Yes because of the brand expansion and ever increasing volumes they do need more dealerships to service the vehicle parc which no doubt they have a strategic plan to appoint but it takes a huge amount of time and money and cannot happen overnight.
I also fully understand why they should wish to make any appointments only of the highest standard and not have any Fred in the Shed.
TBH the number of oil seals that have failed is minimal and as with any story on the internet gets blown totally out of proportion. If its a concern then fair enough buy an extended warranty don't shy away from the best Supercar and bargain out there today because of Ian's experience / view above
100 IAN said:
Driving a McLaren is a wonderful thing, they really are incredibly well engineered but there's a BUT....... the dealerships are shocking. TRULY TERRIBLE.
McLaren's downfall is its woeful customer service and the arrogance of its dealerships. This is something that prospective owners need to be aware of.
The owners forum is full of stories about how badly owners are treated when their cars need working on. Its not unusual to have to give 2x months notice to be able to get a service slot and then be have your booking delayed or cancelled. When your car does go in for a service expect to be without it for a couple of weeks JUST FOR AN ANNUAL SERVICE
McLaren has been telling owners for at least the last 18 months (which is when I bought my car) that capacity is about to increase, but things have not improved they've continued to decline.
McLaren are also control freaks, they won't release paint codes so getting stone chips sorted costs £k's when it should only cost a few hundreds at your local spray shop. They won't even divulge paint codes for the wheels (although to be fair a number of wheel refurb' companies are able to match the colour close enough that it isn't a problem). They now also refuse to supply a simple gearbox seal that can dry out causing a minor oil leak, insisting instead that one of their 5 service centres fit a complete new gearbox at circa £20k !!!!!!!!!!!!!!!!
Why are there no Independents? Because McLaren actively procrastinate and prevaricate when very experienced and credible companies start a dialogue with them (one I know has had on order with McLaren for something like a year and a half the tool/software he needs to re-set the service light!)
The affect of this attitude is some mighty disillusioned customers and owners who have sold their cars and gone back to other brands. Residual values have suffered and will continue to suffer [particularly at the bottom end of the market] where buyers are frightened of buying as no independent specialists exist to carryout maintenance. Poor residuals does have a very real affect on brand appeal and does affect new car sales.
This post is not only for the benefit of anyone potentially considering buying a McLaren, it is also for McLaren themselves - You need to sort out your customer services, your dealership capacity & attitude and realise that having Independents will be beneficial for you as well as owners.
Dodged this bullet way back in 2011 when I cancelled my 12C order, seems little has improved and their arrogant self important attitude continues..............McLaren's downfall is its woeful customer service and the arrogance of its dealerships. This is something that prospective owners need to be aware of.
The owners forum is full of stories about how badly owners are treated when their cars need working on. Its not unusual to have to give 2x months notice to be able to get a service slot and then be have your booking delayed or cancelled. When your car does go in for a service expect to be without it for a couple of weeks JUST FOR AN ANNUAL SERVICE
McLaren has been telling owners for at least the last 18 months (which is when I bought my car) that capacity is about to increase, but things have not improved they've continued to decline.
McLaren are also control freaks, they won't release paint codes so getting stone chips sorted costs £k's when it should only cost a few hundreds at your local spray shop. They won't even divulge paint codes for the wheels (although to be fair a number of wheel refurb' companies are able to match the colour close enough that it isn't a problem). They now also refuse to supply a simple gearbox seal that can dry out causing a minor oil leak, insisting instead that one of their 5 service centres fit a complete new gearbox at circa £20k !!!!!!!!!!!!!!!!
Why are there no Independents? Because McLaren actively procrastinate and prevaricate when very experienced and credible companies start a dialogue with them (one I know has had on order with McLaren for something like a year and a half the tool/software he needs to re-set the service light!)
The affect of this attitude is some mighty disillusioned customers and owners who have sold their cars and gone back to other brands. Residual values have suffered and will continue to suffer [particularly at the bottom end of the market] where buyers are frightened of buying as no independent specialists exist to carryout maintenance. Poor residuals does have a very real affect on brand appeal and does affect new car sales.
This post is not only for the benefit of anyone potentially considering buying a McLaren, it is also for McLaren themselves - You need to sort out your customer services, your dealership capacity & attitude and realise that having Independents will be beneficial for you as well as owners.
The lack of independents and being tied to a main dealer would always cause me concern.
I appreciate that indies don't spring up overnight for a new car brand, especially as tech-heavy a brand as this with all the associated costs, but when would you expect to see McLaren indies start to appear
I appreciate that indies don't spring up overnight for a new car brand, especially as tech-heavy a brand as this with all the associated costs, but when would you expect to see McLaren indies start to appear
I think the McLarens are gorgeous cars, and I've toyed with the idea of moving to one a few times - which would be easier now with the recent jump up in Ferrari prices, and the gradual erosion of the 12Cs.
But my gut feeling is that I just don't entirely trust them. They are too new to the market, and even though I've not avidly followed them - even I am aware of the occasional post about £20k gearboxes and the fact that there are no indy's and that they don't even release paint codes. It's just makes it too hard for your average buyer.
If I decided to trade up from my 360, my heart says I'd buy a McLaren. But I think my head would mean I ended up with a 458.
But my gut feeling is that I just don't entirely trust them. They are too new to the market, and even though I've not avidly followed them - even I am aware of the occasional post about £20k gearboxes and the fact that there are no indy's and that they don't even release paint codes. It's just makes it too hard for your average buyer.
If I decided to trade up from my 360, my heart says I'd buy a McLaren. But I think my head would mean I ended up with a 458.
McLaren have obviously put most of their investment and thought into building as many cars as possible, while reliability, distribution and aftersales come further down the to-do list.
It's not just the UK dealers with a problem. Was in a Macca dealership in China a few weeks ago, in my shiniest new Matalan suit, and the saleperson walks over and forcibly stands herself between two of us and the car to stop our grubby little hands touching it, lol.
It's not just the UK dealers with a problem. Was in a Macca dealership in China a few weeks ago, in my shiniest new Matalan suit, and the saleperson walks over and forcibly stands herself between two of us and the car to stop our grubby little hands touching it, lol.
WCZ said:
that and the extended warranty costs are the two things that put me off tbh, they are value for money compared to ferrari but you have to weigh up whether its worth it inc depreciation etc
The extended warranty cost is roughly the same as for a 458. The only difference is that Ferrari have a manufacturer warranty for 4 yrs vs 3 for Mclaren.With regards to the OP, imo the issue is not entirely due the dealerships. The factory has put no thought and no effort in how to actually support the cars they are selling and have simply just tried to push cars out for sale come what may. As long as the dealerships are selling cars, Woking does not particularly seem to care how the aftersales service is doing, which quite frankly is in line with everything they have done so far. 3 years ago it was obvious to any existing customer already that capacity would be an issue and yet Mclaren have made absolutely no effort to ensure that the dealerships are able to support the existing cars. factory quality control being lacklustre has also definitely added to the problem.
However, expecting Mclaren to actively help the development of independents is naive to put it mildly. There is no real advantage to them doing so in terms of selling parts as there is insufficient volume (say unlike Ferrari/Porsche) and the number of owners actually willing to go outside official dealerships for people to be sufficiently motivated to find a work around imo isn't enough. For example, the gearbox which gets a lot of angst it seems is a graziano dual clutch box of which exist for more than one manufacturer and it is fairly unlikely the Mclaren one is unique with seals that only fit that box so it's more a question of having the will to approach someone to do something about it.
As far as servicing is concerned, I think even for Ascot it's something people can plan around. Having to book ahead 6+ weeks for an annual service I agree is ludicrous but service intervals are a known thing and if you're actively tracking the car and need interim fluid changes you have an idea when it's needed as well. It's far more of a problem if the car crops up with a problem and it ends up with the dealership as that can and will potentially takes ages to sort.
However, expecting Mclaren to actively help the development of independents is naive to put it mildly. There is no real advantage to them doing so in terms of selling parts as there is insufficient volume (say unlike Ferrari/Porsche) and the number of owners actually willing to go outside official dealerships for people to be sufficiently motivated to find a work around imo isn't enough. For example, the gearbox which gets a lot of angst it seems is a graziano dual clutch box of which exist for more than one manufacturer and it is fairly unlikely the Mclaren one is unique with seals that only fit that box so it's more a question of having the will to approach someone to do something about it.
As far as servicing is concerned, I think even for Ascot it's something people can plan around. Having to book ahead 6+ weeks for an annual service I agree is ludicrous but service intervals are a known thing and if you're actively tracking the car and need interim fluid changes you have an idea when it's needed as well. It's far more of a problem if the car crops up with a problem and it ends up with the dealership as that can and will potentially takes ages to sort.
Edited by isaldiri on Wednesday 16th August 19:35
They seem to have a widespread reputation in the US for the depreciation they suffer. It's a bloody shame that the service wrap around the product lets them down - making the car must be the hardest part! It is incredible what they have achieved in such a short space of time but I suppose it's a lack of experience in the service/dealership area that's to blame.
Active75 said:
I wonder about the lack of experience, as the General Managers and sales staff are usually from other franchised dealerships, and the dealership itself is usually owned by Dealers in other marques.
Is it competence, is it the customer?
The main problem stems from lack of capacity I think. here in the UK that's the major issue imo and especially so in the southeast. Customers get shouty due to delays as cars start piling up, jobs get rushed, mechanics get pulled off to do other things and so not everything is necessarily sorted properly due to that. Is it competence, is it the customer?
For example, at Ascot the person who came up with the dealership design should have been shot tbh as they have a huge sales area but only 4 service bays. Just 4 to service the region with probably by far the most cars and where capacity has remained constant since 2014 when they moved there from Sevenoaks with Mclaren now producing 2x the number of cars per annum and I'm still not sure if the extra service area at Bracknell is finally up and running (was told it would be since last Dec). It was sheer stupidity back then to have so little service capacity and doubly so now. If Mclaren actually cared about it they would reduce the output of cars (and make sure those that leave are actually properly sorted not needing to go back swiftly for fixes further loading up the dealerships) and demand their dealerships make an effort to increase service capability first before picking up production again. However my impression is that the factory cares as little about aftersales as they care about counting limited edition numbers....
isaldiri said:
The main problem stems from lack of capacity I think. here in the UK that's the major issue imo and especially so in the southeast. Customers get shouty due to delays as cars start piling up, jobs get rushed, mechanics get pulled off to do other things and so not everything is necessarily sorted properly due to that.
For example, at Ascot the person who came up with the dealership design should have been shot tbh as they have a huge sales area but only 4 service bays. Just 4 to service the region with probably by far the most cars and where capacity has remained constant since 2014 when they moved there from Sevenoaks with Mclaren now producing 2x the number of cars per annum and I'm still not sure if the extra service area at Bracknell is finally up and running (was told it would be since last Dec). It was sheer stupidity back then to have so little service capacity and doubly so now. If Mclaren actually cared about it they would reduce the output of cars (and make sure those that leave are actually properly sorted not needing to go back swiftly for fixes further loading up the dealerships) and demand their dealerships make an effort to increase service capability first before picking up production again. However my impression is that the factory cares as little about aftersales as they care about counting limited edition numbers....
I would have thought that McLaren signed off the Dealership design. I wonder if other large franchise holders- those with sufficient funds and space were cautious about signing up early on?For example, at Ascot the person who came up with the dealership design should have been shot tbh as they have a huge sales area but only 4 service bays. Just 4 to service the region with probably by far the most cars and where capacity has remained constant since 2014 when they moved there from Sevenoaks with Mclaren now producing 2x the number of cars per annum and I'm still not sure if the extra service area at Bracknell is finally up and running (was told it would be since last Dec). It was sheer stupidity back then to have so little service capacity and doubly so now. If Mclaren actually cared about it they would reduce the output of cars (and make sure those that leave are actually properly sorted not needing to go back swiftly for fixes further loading up the dealerships) and demand their dealerships make an effort to increase service capability first before picking up production again. However my impression is that the factory cares as little about aftersales as they care about counting limited edition numbers....
TheKC said:
I went to Ascot the other day, and the guy over there seemed friendly enough, told me the differences between each car, etc etc. I've been thinking of a 570S but this has put me into 2 minds.
Remember its a forum on the internet where things easily get exaggerated and blown out of proportion as well as those that only enjoy trolling and dishing other manufacturers.For every bad experience there are thousands of great experiences, mine and Shmee's included.
I wouldn't let it put you off the 570S is a great car and way better than anything else out there at that pricepoint ( c'mon an Audi or Porsche is hardly supercar competition )
I'm sure if you have the means to purchase such a beast you can plan, manage and organise an annual service trip to a dealer even if it means booking a few weeks in advance.
I could equally quote you of poor experiences with Porsche, Ferrari and Lamborghini in the past. With the majority of wealth and McLaren owners living around London its no wonder ascot cannot cope with the brands massive growth and McLaren really do need to appoint at least another dealer in the area.
I've dealt with Bristol, Birmingham and Manchester and they have all been very good and Ive spoken to some Scottish friends who equally rate Glasgow.
Look forward to pics and a review of your new 570s in due course
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