McMain Dealers- Your thoughts
Discussion
TheSilverSwoosh said:
I work for the aftersales department of a McLaren main dealer (which shall remain nameless!) and I’m trying to get an insight into how we can improve our service.
No1 - return calls to customers. It's basic courtesy, and I'm staggered how many businesses are terrible at this, particularly supercar dealers.Even Hatfield, who are a great dealership are poor for this.
WilliamWaiver said:
Jules360 said:
Do you own one ?
Technically NO at this point of the month hence not offering a comment even though I have done extensive research over the last 18 months.I am counting the days though and its already booked in with Thorney motorsport for sports cats and BMC air filters, No remap at this stage as I dont feel the car needs it
LotusJas said:
No1 - return calls to customers. It's basic courtesy, and I'm staggered how many businesses are terrible at this, particularly supercar dealers.
Even Hatfield, who are a great dealership are poor for this.
I agree and should be extremely easy to get right. In my experience of my dealings with both Porsche and Ferrari main dealers within the same group, Porsche is extremely bad at this where Ferrari is the complete opposite. This is just lack of common courtesy and borne out of taking customers for granted. Its pure arrogance which i've been extremely tolerant about up to this point but no more.Even Hatfield, who are a great dealership are poor for this.
Ferrari dealers offer the best customer service IMO and treat customers to some really nice events.Porsche customer service has deteriorated significantly over the last few years to a very low standard indeed.This is made worse due to their recent new cars being pretty unreliable especially when compared to Ferraris.
I love McLaren as cars and the brand ethos but will not buy one until i'm confident the customer service is top notch.If McLaren wanted to improve things then they just need to copy Ferrari IMO. Ferrari's 7year service plan is a great incentive which should be offered by McLaren to restore faith.
Taffy66 said:
I love McLaren as cars and the brand ethos but will not buy one until i'm confident the customer service is top notch.If McLaren wanted to improve things then they just need to copy Ferrari IMO. Ferrari's 7year service plan is a great incentive which should be offered by McLaren to restore faith.
Agree 100% about Ferrari's 7 year service plan - and 4 year warranty.But dealer's calling back are just as variable. I've found Maranello Egham Sales are terrible for calling back, although their service department seems excellent at communicating. Ferrari HQ are arrogant and awful though. The new Sevenoaks Ferrari dealer seems very promising however.
Generally, established dealerships (all marques) seem to become complacent, but new ones are eager and offer great service.
TheSilverSwoosh said:
Hi all!
I work for the aftersales department of a McLaren main dealer (which shall remain nameless!) and I’m trying to get an insight into how we can improve our service.
Any thoughts you can offer on your frustrations with McLaren main dealer service departments, or things you’ve experienced that have stood out as being particularly good: I’d love to hear about them below. I'd also be interested in hearing if you use an independent, what your reasons are for doing so. Additionally, if you don't use your closest dealer, why is that?
I’m sure a lot of you use us so hopefully you’ll see any feedback you give brought to fruition in the coming months.
Thanks in advance!
Not the service side, but my local dealer is simply not offering test drives on any cars, which to me seems ridiculous. I’m choosing between a couple of models, based so far on reviews, and need to try them, not only to choose between them, but to see if the feel of either is what I am looking for.I work for the aftersales department of a McLaren main dealer (which shall remain nameless!) and I’m trying to get an insight into how we can improve our service.
Any thoughts you can offer on your frustrations with McLaren main dealer service departments, or things you’ve experienced that have stood out as being particularly good: I’d love to hear about them below. I'd also be interested in hearing if you use an independent, what your reasons are for doing so. Additionally, if you don't use your closest dealer, why is that?
I’m sure a lot of you use us so hopefully you’ll see any feedback you give brought to fruition in the coming months.
Thanks in advance!
Edited by TheSilverSwoosh on Thursday 8th October 08:36
Also, despite my having made an appointment to chat at a dealer’s about them recently, and the dealer having had an email from my work address, which should together have made clear that I do have the means to buy one, there were a few too many repeated questions about affordability.
I know that they don’t want time wasters, but the general feeling that I got was that he thought he was wasting his time with me.
I’ve seen a more expensive car than theirs, at an independent dealers, and if I can try it, and like it, will be buying this week.
The contrast with the experience when buying other expensive items was not great.
RBT0 said:
I feel like either you have a supercar already or you've already bought from them then you get a test drive, opposite they don't trust you.
McBrum was nice to let me try a 570S when years ago I started looking at Macs, possibly the fact that I had a Porsche helped?
It’s not a great way to bring people into the brand, though.McBrum was nice to let me try a 570S when years ago I started looking at Macs, possibly the fact that I had a Porsche helped?
I tend to buy cars on a whim (bought my R8 Plus when out looking for an M3, for example, as I drove past a dealer with a nice one out the front), but only if I can try first.
I don't think Covid's helping when it comes to test drives but I'm in a similar position to Kenny in that I'd like to try a 570 and 650 before committing to go for one or the other but can't get a drive without being serious about interest in a specific car. I guess I could try feigning interest in a car just to get a test drive but doesn't sit well to do that, really.
I’d expect if you go to a Mac dealer and ask for a test drive out of the blue their first reaction is no.
They’re too small contrary to Porsche to let everybody get a McLaren out for a drive, they don’t even have cars available at times.
You must show interest in a specific model, engage in conversation, ask for a quote then you may get to drive one the second time you meet them.
Knowing how small they’re compared to Porsche, in a way I don’t blame them. Test drive is only there to help customers finalise their choice.
At the same time if you show up in a Ferrari 488, you ask the right questions, a quote for a specific car, I feel they may give you priority.
I think there’s a good tier level of priority to make them sell cars, honestly I don’t blame them.
Porsche is different, more mainstream, you get to drive a car pretty quickly.
They’re too small contrary to Porsche to let everybody get a McLaren out for a drive, they don’t even have cars available at times.
You must show interest in a specific model, engage in conversation, ask for a quote then you may get to drive one the second time you meet them.
Knowing how small they’re compared to Porsche, in a way I don’t blame them. Test drive is only there to help customers finalise their choice.
At the same time if you show up in a Ferrari 488, you ask the right questions, a quote for a specific car, I feel they may give you priority.
I think there’s a good tier level of priority to make them sell cars, honestly I don’t blame them.
Porsche is different, more mainstream, you get to drive a car pretty quickly.
BlackR8 said:
When I was considering buying a McLaren I made contact in person with two dealers Hatfield and London. My ask was for a short test drive to my home (max 90mins round trip) in a stock or demo McLaren to see if it would fit in my garage (offering to be accompanied by a salesman or staff member). Both times I was told they have no cars they can use to support the test drive. After chasing a couple of times I gave up.
I bought from elsewhere after this.
I’ve never understood the need to see if a car physically will fit in a garage .I bought from elsewhere after this.
Measure the garage , find out the dimensions on the car off the internet, a two seconds mental arithmetic will work it out .
Buster73 said:
BlackR8 said:
When I was considering buying a McLaren I made contact in person with two dealers Hatfield and London. My ask was for a short test drive to my home (max 90mins round trip) in a stock or demo McLaren to see if it would fit in my garage (offering to be accompanied by a salesman or staff member). Both times I was told they have no cars they can use to support the test drive. After chasing a couple of times I gave up.
I bought from elsewhere after this.
I’ve never understood the need to see if a car physically will fit in a garage .I bought from elsewhere after this.
Measure the garage , find out the dimensions on the car off the internet, a two seconds mental arithmetic will work it out .
And if it doesn’t fit you’ve got a big problem.
So if it’s close, I always test with an actual car.
petjam said:
To be fair the independent report says that in their expert opinion it is whoever the dealer got to valet the car that caused the majority of the issues.
It does not excuse them from ignoring me when I pointed them out though!
Do you mind sharing some more details on the issues or types of issues?It does not excuse them from ignoring me when I pointed them out though!
Buster73 said:
BlackR8 said:
When I was considering buying a McLaren I made contact in person with two dealers Hatfield and London. My ask was for a short test drive to my home (max 90mins round trip) in a stock or demo McLaren to see if it would fit in my garage (offering to be accompanied by a salesman or staff member). Both times I was told they have no cars they can use to support the test drive. After chasing a couple of times I gave up.
I bought from elsewhere after this.
I’ve never understood the need to see if a car physically will fit in a garage .I bought from elsewhere after this.
Measure the garage , find out the dimensions on the car off the internet, a two seconds mental arithmetic will work it out .
Buster73 said:
I’ve never understood the need to see if a car physically will fit in a garage .
Measure the garage , find out the dimensions on the car off the internet, a two seconds mental arithmetic will work it out .
It’s not whether the car can fit, it’s whether you can get in and out of it.Measure the garage , find out the dimensions on the car off the internet, a two seconds mental arithmetic will work it out .
Kent Border Kenny said:
Buster73 said:
I’ve never understood the need to see if a car physically will fit in a garage .
Measure the garage , find out the dimensions on the car off the internet, a two seconds mental arithmetic will work it out .
It’s not whether the car can fit, it’s whether you can get in and out of it.Measure the garage , find out the dimensions on the car off the internet, a two seconds mental arithmetic will work it out .
LotusJas said:
I agree. I've always brought the car to my home before buying it, if it's wide and something I haven't owned previously.
I did a test drive in an M5 earlier in the year, and the first place we went was my underground parking.Knowing the dimensions is one thing, seeing how easy it is to reverse round the pillar next to my space, and how it feels opening the doors is something different entirely.
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