McLaren Servicing - What a shambles....
Discussion
Don’t be silly.
My time is far better off dealing with my own business.
However, the discussion on here (in the evening with a beer in hand) is valuable and you never know, it might just get results.
We’re all McLaren fans (past, present or maybe future again) and want someone to listen.
over to you Woking.
My time is far better off dealing with my own business.
However, the discussion on here (in the evening with a beer in hand) is valuable and you never know, it might just get results.
We’re all McLaren fans (past, present or maybe future again) and want someone to listen.
over to you Woking.100 IAN said:
Update on repair situation.
After 2 weeks of being worked on I get a call from Leeds telling me my car is being returned 1/2 repaired...
..
...
The car has had new suspension actuators & 4 new sphere, plus a new rear suspension spring - just one not a pair (I'm told by someone who knows McLaren's that its imperative that springs are replaced in pairs not just singularly???) and I should drive it gently until it goes in for a service in a few weeks time as the suspension geometry needs resetting but Leeds don't have the equipment to do it.
Well i'm booked in to do a Track day at Spa on 4th Sept and the following week will be doing a EuroTour. The car will do 3k+ miles before it goes in for its service and i "have to drive it gently" in the meantime......
The car is clearly not fit for purpose until the suspension geometry is done (yes I know I can get it done elsewhere but McLaren returning a car 1/2 repaired just isn't acceptable)
Other items they haven't fixed - a/c only works on full hot or full cold, nothing in between
Seat memory adjustment has a mind of its own and sometimes works sometimes doesn't
Radio tuning is woeful, it only works manually and RDS etc is inoperable.
Really galling thing is McLaren confirmed in writing that everything would be attended to and it was the technician who I spoke to who said he was told to ignore the other items!!!!!!
This is a shame Ian, sorry to hear this. What I have been told is McHQ give the McDealers time limits for each & every job, eg, 2 hours for a spring. They only get paid for the time McL says it will take. If they go over its at the dealers expense. I think this is McLaren's issue and they need to sort it out. However I have been told that some people believe the dealer is at fault and should complete the work in their own time for free! As it stands if the car is not fixed in the allotted time it 'appears' they are being sent back unfinished. This means they have to be picked up again and finished a second time and that means the clock starts ticking again for the dealer and they get paid. After 2 weeks of being worked on I get a call from Leeds telling me my car is being returned 1/2 repaired...
.....The car has had new suspension actuators & 4 new sphere, plus a new rear suspension spring - just one not a pair (I'm told by someone who knows McLaren's that its imperative that springs are replaced in pairs not just singularly???) and I should drive it gently until it goes in for a service in a few weeks time as the suspension geometry needs resetting but Leeds don't have the equipment to do it.
Well i'm booked in to do a Track day at Spa on 4th Sept and the following week will be doing a EuroTour. The car will do 3k+ miles before it goes in for its service and i "have to drive it gently" in the meantime......
The car is clearly not fit for purpose until the suspension geometry is done (yes I know I can get it done elsewhere but McLaren returning a car 1/2 repaired just isn't acceptable)
Other items they haven't fixed - a/c only works on full hot or full cold, nothing in between
Seat memory adjustment has a mind of its own and sometimes works sometimes doesn't
Radio tuning is woeful, it only works manually and RDS etc is inoperable.
Really galling thing is McLaren confirmed in writing that everything would be attended to and it was the technician who I spoke to who said he was told to ignore the other items!!!!!!
Not completing warranty jobs is a regular occurrence. My guess is McLaren won't pay the dealers for additional time as they think they will exaggerate the work and claim additional costs. The dealer therefore is 'working to rule'. There appears to be a breakdown in trust, IMHO, between McHQ & the dealers.
The travesty is McLaren's desire to maintain control of their dealers is damaging their reputation, they also wont let go and give equipment to Indies. This is increasing warranty costs due to all the double pick-ups and repair bills. I have discussed with McL, I have been in a meeting at MTC about this and other issues but McLaren is one of the most corporate company's I have ever come across. They won't relent because they have a huge corporate ego that places themselves above their customers. This is a shame as their cars are outstanding, the best IMHO, but they continually shoot themselves in the foot with their management attitude and ego, they are successful despite themselves. McLaren is a very odd mix of outstanding design and engineering and shockingly poor management.
breadvan said:
However, the discussion on here (in the evening with a beer in hand) is valuable and you never know, it might just get results.
We’re all McLaren fans (past, present or maybe future again) and want someone to listen.
over to you Woking.
This exactlyWe’re all McLaren fans (past, present or maybe future again) and want someone to listen.
over to you Woking.Aston Martin read the PH forums, it’s been confirmed time and time again and it’s the way we can voice concerns and get things fixed
I would be disappointed if McLaren didn’t read this forum. And while they might not react straightaway hopefully they will take the owners concerns on board and put the wheels in motion to get things fixed
if you compare this situation with Either Lamborghini or Ferrari for instance you’ll find relatively little negative feed back on the forums.
This says a couple of things to me. Firstly the cars with issues are getting dealt with in a timely fashion and secondly clients are being spoken to and put at ease.
My point is the other marques do have issue but their owners don’t feel the need to come on here and vent as they know it will be to both their detriment financially and also the brand. I think posting on PH to show your displeasure at a car you’ve just spent 100k plus on must be the act of someone who is pretty exasperated pissed off and at the end of their tether. I’m sure there are more out there with itchy fingers dying to tell their story.
This says a couple of things to me. Firstly the cars with issues are getting dealt with in a timely fashion and secondly clients are being spoken to and put at ease.
My point is the other marques do have issue but their owners don’t feel the need to come on here and vent as they know it will be to both their detriment financially and also the brand. I think posting on PH to show your displeasure at a car you’ve just spent 100k plus on must be the act of someone who is pretty exasperated pissed off and at the end of their tether. I’m sure there are more out there with itchy fingers dying to tell their story.
sone said:
if you compare this situation with Either Lamborghini or Ferrari for instance you’ll find relatively little negative feed back on the forums.
This says a couple of things to me. Firstly the cars with issues are getting dealt with in a timely fashion and secondly clients are being spoken to and put at ease.
My point is the other marques do have issue but their owners don’t feel the need to come on here and vent as they know it will be to both their detriment financially and also the brand. I think posting on PH to show your displeasure at a car you’ve just spent 100k plus on must be the act of someone who is pretty exasperated pissed off and at the end of their tether. I’m sure there are more out there with itchy fingers dying to tell their story.
Nail Head Hit. McLaren need to respond and communicate more effectively with their clientele. Its not so much the small niggly things going wrong with a few cars but the way they struggle to deal with them swiftly and effectively.This says a couple of things to me. Firstly the cars with issues are getting dealt with in a timely fashion and secondly clients are being spoken to and put at ease.
My point is the other marques do have issue but their owners don’t feel the need to come on here and vent as they know it will be to both their detriment financially and also the brand. I think posting on PH to show your displeasure at a car you’ve just spent 100k plus on must be the act of someone who is pretty exasperated pissed off and at the end of their tether. I’m sure there are more out there with itchy fingers dying to tell their story.
Like I say, personally like many others have not had these issues but those few that have are venting them on a public forum which is not good for the brand.
Its nothing new, not rocket science and its reasonably easily fixed but the senior management need to pull their fingers out or people will lose faith.
Its too easy to knock them and you will always get those that take delight in their failings for whatever reason but we should not lose sight that this is one of a few British manufacturers and they are shaking up the whole supercar market for the benefit of all consumers.
Far too long have Ferrari had it their own way and been complacent about it, charging a premium for a prancing horse badge, but no longer is that the case.
McLaren have a real opportunity if they get their after sales / dealer network act together
RamboLambo said:
Far too long have Ferrari had it their own way and been complacent about it, charging a premium for a prancing horse badge, but no longer is that the case.
McLaren have a real opportunity if they get their after sales / dealer network act together
I am enjoying reading this thread, but I feel slightly dirty as it makes shocking reading for McLaren. I would disagree with the above though, it is precisely that Ferrari are no longer complacent why you no longer read a lot of bleating about sub standard service from Ferrari owners about their dealer network. Todays Ferrari post purchase attention to their customers, in my experience is second to none.McLaren have a real opportunity if they get their after sales / dealer network act together
McLaren clearly make wonderful cars, superior in performance perhaps and similar in appeal to Ferrari. But their woeful quality control and post sales service makes painful reading and will be turning off droves of potential buyers, myself included. And I love buying British !
A big part of the problem is that, whereas many Ferrari, Porsche, et al dealerships started out many years ago as Ferrari, Porsche, et al dealerships, all (or virtually all) of the McLaren dealerships were created as branches of already established, successful dealerships quite independent of McLaren. The McLaren brand is not crucial to the overall well-being of those dealer organisations, and the brand does not enjoy the historic understanding and commitment within those organisations that, after decades of doing business together, Ferrari or Porsche would do.
Regarding the point that they should bring back Ron, of course there is no way that that is going to happen under the current McLaren group ownership.
Given some of the actions of Mike Flewitt, I would like to see Ron return (and Flewitt leave, not that they ever had the same role), but people should not kid themselves - if there was one thing that Ron Dennis was not, it was someone with great concern for his customers. His attitude might be generalised as, "We build the best product - you should be happy with that. Any other questions...?"
Regarding the point that they should bring back Ron, of course there is no way that that is going to happen under the current McLaren group ownership.
Given some of the actions of Mike Flewitt, I would like to see Ron return (and Flewitt leave, not that they ever had the same role), but people should not kid themselves - if there was one thing that Ron Dennis was not, it was someone with great concern for his customers. His attitude might be generalised as, "We build the best product - you should be happy with that. Any other questions...?"
I am mired in getting corrosion repaired. Car under warranty goes to dealers, 150 miles away. Car then sent to repairers, 100 miles from the dealership. Car returned to dealers, not all corrosion fixed. Car returned to repairers. Car back to dealers. Corrosion still not fixed. So far, that's four weeks and a day away, 550 miles on a truck, and the dealership cannot give me a projected date for return to me. Does the M in Mclaren mean Mickey Mouse? Letter sent to McLaren's CEO Mike Flewitt. Hacked-off owner.
Winter570GT said:
I am mired in getting corrosion repaired. Car under warranty goes to dealers, 150 miles away. Car then sent to repairers, 100 miles from the dealership. Car returned to dealers, not all corrosion fixed. Car returned to repairers. Car back to dealers. Corrosion still not fixed. So far, that's four weeks and a day away, 550 miles on a truck, and the dealership cannot give me a projected date for return to me. Does the M in Mclaren mean Mickey Mouse? Letter sent to McLaren's CEO Mike Flewitt. Hacked-off owner.
Which dealer is this?Matty3 said:
Winter570GT said:
I am mired in getting corrosion repaired. Car under warranty goes to dealers, 150 miles away. Car then sent to repairers, 100 miles from the dealership. Car returned to dealers, not all corrosion fixed. Car returned to repairers. Car back to dealers. Corrosion still not fixed. So far, that's four weeks and a day away, 550 miles on a truck, and the dealership cannot give me a projected date for return to me. Does the M in Mclaren mean Mickey Mouse? Letter sent to McLaren's CEO Mike Flewitt. Hacked-off owner.
Which dealer is this?Edited by Matty3 on Wednesday 22 August 22:27
Matty3 said:
Matty3 said:
Winter570GT said:
I am mired in getting corrosion repaired. Car under warranty goes to dealers, 150 miles away. Car then sent to repairers, 100 miles from the dealership. Car returned to dealers, not all corrosion fixed. Car returned to repairers. Car back to dealers. Corrosion still not fixed. So far, that's four weeks and a day away, 550 miles on a truck, and the dealership cannot give me a projected date for return to me. Does the M in Mclaren mean Mickey Mouse? Letter sent to McLaren's CEO Mike Flewitt. Hacked-off owner.
Which dealer is this?Edited by Matty3 on Wednesday 22 August 22:27
- post the dealer and pics and prove me wrong...Hey what have I missed? Fortunately I've been too busy having a blast driving my 570S to keep up with some of the doom mongering going on!
I think its fairly common knowledge that the main nuts & bolts construction / performance & driving characteristics of the cars Mclaren make are really excellent, however there is little doubt that the large volume of cars being produced is outstripping the current dealer networks ability to keep up & leaving customers experiencing frustrating delays that are clearly unacceptable at this price point given the well established alternatives.
Let's not forget from a standing start Mclaren have done a phenomenal job to take on the established players & beat them on many many points. Personally I can forgive them some on the growing pain issues but clearly those that have suffered extended down time & multiple issues with their cars rendering them unusable I can understand their disquiet as no doubt I would feel exactly the same in their shoes.
Thankfully game stopping issues are not inherent in every car but certainly whilst increasing production Mclaren need to up the supplied car quality to match the class leading performance, then back it up with sufficient dealer capacity to properly support the customers who have put their money where their mouths are to support them to grow in the first place.
I bought my car with eyes open having considered joining the fold for a few years & aware of many of the perceived issues but still wanted one. I did not buy it as an investment, as such have no great qualms regarding depreciation but do feel that excessive losses will curtail the rate at which i may upgrade & I'm sure I'm not alone in that.
Clearly its something Mclaren need to give very careful consideration to going forward by making the whole McLaren experience first class & provide greater more cost effective support for older cars to keep the whole upgrade cycle turning over.
I am chuffed to bits with my car, unlike my last new Porsche that was total bore fest to drive its genuinely exhilarating & a total joy to drive fast or slow, puts a smile on my face every time & long may it continue!
I think its fairly common knowledge that the main nuts & bolts construction / performance & driving characteristics of the cars Mclaren make are really excellent, however there is little doubt that the large volume of cars being produced is outstripping the current dealer networks ability to keep up & leaving customers experiencing frustrating delays that are clearly unacceptable at this price point given the well established alternatives.
Let's not forget from a standing start Mclaren have done a phenomenal job to take on the established players & beat them on many many points. Personally I can forgive them some on the growing pain issues but clearly those that have suffered extended down time & multiple issues with their cars rendering them unusable I can understand their disquiet as no doubt I would feel exactly the same in their shoes.
Thankfully game stopping issues are not inherent in every car but certainly whilst increasing production Mclaren need to up the supplied car quality to match the class leading performance, then back it up with sufficient dealer capacity to properly support the customers who have put their money where their mouths are to support them to grow in the first place.
I bought my car with eyes open having considered joining the fold for a few years & aware of many of the perceived issues but still wanted one. I did not buy it as an investment, as such have no great qualms regarding depreciation but do feel that excessive losses will curtail the rate at which i may upgrade & I'm sure I'm not alone in that.
Clearly its something Mclaren need to give very careful consideration to going forward by making the whole McLaren experience first class & provide greater more cost effective support for older cars to keep the whole upgrade cycle turning over.
I am chuffed to bits with my car, unlike my last new Porsche that was total bore fest to drive its genuinely exhilarating & a total joy to drive fast or slow, puts a smile on my face every time & long may it continue!
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