Discussion
Leaving aside the issue at the track I would have to agree that the 12C is a fabulous car... I was lucky enough to do a lot of miles in a number of 12Cs in Dubai, culminating in ordering (on behalf of my employer) the only 50th anniversary 12c Spider in the UAE.
I run a 360 spider myself and a 12C spider is the only modern supercar I would consider a trade for - mainly because although I cannot stand paddle gearboxes, the 12C box is so good in manual mode that you almost forget there's no clutch.
Enjoy your car OP, it's a stunner.
I run a 360 spider myself and a 12C spider is the only modern supercar I would consider a trade for - mainly because although I cannot stand paddle gearboxes, the 12C box is so good in manual mode that you almost forget there's no clutch.
Enjoy your car OP, it's a stunner.
UPDATE FROM MCLAREN ASCOT:
Good morning Mr. Townsend,
We have now been able to look at your McLaren and have identified a coolant hose that has burst. It has a hole in it and needs replacing.
Unfortunately it is not covered under your warranty.
The cost to repair is about £670.00
We then need to test the car afterwards to make sure everything else is ok.
MY RESPONSE:
Thank you for confirming the failure on my 12C and that it can be fixed.
I am, however, extremely disappointed to hear you will be charging me for the repair since: I only bought the car from you in December last year (with full official warranty); I had the car pre-track inspected by you at no small cost; I was given verbal assurances that if I had the pre-track inspection the car would enjoy full warranty protection; the failure happened only after around 4 individual laps of the circuit (two of which were sighting laps); and, the result of the coolant hose bursting almost caused me to lose complete control of the car at high speed, which could have led to a major accident.
All-in-all my confidence in the car and the brand has been badly shaken. Reading through your company literature it is clear McLaren prides itself on engineering excellence built over many years in completion and on the track. My recent experience has been the opposite.
I would like McLaren Ascot to please re-consider charging me for the cost of this repair.
I would also like to add that because of the failure on the car: my first track day with the car in Germany was almost over before it started (at cost); I had to arrange trailer transportation of the car from Germany to you; and, the car has been with you for many weeks.
I intend to track the car at 3-4 other club events later this year. Whilst I appreciate you can't give a 100% guarantee that the failure I experienced (or similar) won't ever happen again, I need to be reassured that the repair will be top quality to ensure, as far as possible, it doesn't happen again.
If not, then I think it best McLaren Ascot buys back the car from me.
Good morning Mr. Townsend,
We have now been able to look at your McLaren and have identified a coolant hose that has burst. It has a hole in it and needs replacing.
Unfortunately it is not covered under your warranty.
The cost to repair is about £670.00
We then need to test the car afterwards to make sure everything else is ok.
MY RESPONSE:
Thank you for confirming the failure on my 12C and that it can be fixed.
I am, however, extremely disappointed to hear you will be charging me for the repair since: I only bought the car from you in December last year (with full official warranty); I had the car pre-track inspected by you at no small cost; I was given verbal assurances that if I had the pre-track inspection the car would enjoy full warranty protection; the failure happened only after around 4 individual laps of the circuit (two of which were sighting laps); and, the result of the coolant hose bursting almost caused me to lose complete control of the car at high speed, which could have led to a major accident.
All-in-all my confidence in the car and the brand has been badly shaken. Reading through your company literature it is clear McLaren prides itself on engineering excellence built over many years in completion and on the track. My recent experience has been the opposite.
I would like McLaren Ascot to please re-consider charging me for the cost of this repair.
I would also like to add that because of the failure on the car: my first track day with the car in Germany was almost over before it started (at cost); I had to arrange trailer transportation of the car from Germany to you; and, the car has been with you for many weeks.
I intend to track the car at 3-4 other club events later this year. Whilst I appreciate you can't give a 100% guarantee that the failure I experienced (or similar) won't ever happen again, I need to be reassured that the repair will be top quality to ensure, as far as possible, it doesn't happen again.
If not, then I think it best McLaren Ascot buys back the car from me.
baronbennyt said:
UPDATE FROM MCLAREN ASCOT:
Good morning Mr. Townsend,
We have now been able to look at your McLaren and have identified a coolant hose that has burst. It has a hole in it and needs replacing.
Unfortunately it is not covered under your warranty.
The cost to repair is about £670.00
We then need to test the car afterwards to make sure everything else is ok.
MY RESPONSE:
Thank you for confirming the failure on my 12C and that it can be fixed.
I am, however, extremely disappointed to hear you will be charging me for the repair since: I only bought the car from you in December last year (with full official warranty); I had the car pre-track inspected by you at no small cost; I was given verbal assurances that if I had the pre-track inspection the car would enjoy full warranty protection; the failure happened only after around 4 individual laps of the circuit (two of which were sighting laps); and, the result of the coolant hose bursting almost caused me to lose complete control of the car at high speed, which could have led to a major accident.
All-in-all my confidence in the car and the brand has been badly shaken. Reading through your company literature it is clear McLaren prides itself on engineering excellence built over many years in completion and on the track. My recent experience has been the opposite.
I would like McLaren Ascot to please re-consider charging me for the cost of this repair.
I would also like to add that because of the failure on the car: my first track day with the car in Germany was almost over before it started (at cost); I had to arrange trailer transportation of the car from Germany to you; and, the car has been with you for many weeks.
I intend to track the car at 3-4 other club events later this year. Whilst I appreciate you can't give a 100% guarantee that the failure I experienced (or similar) won't ever happen again, I need to be reassured that the repair will be top quality to ensure, as far as possible, it doesn't happen again.
If not, then I think it best McLaren Ascot buys back the car from me.
Stick this up on the McLaren Facebook page i'm sure they'll appreciate that.Good morning Mr. Townsend,
We have now been able to look at your McLaren and have identified a coolant hose that has burst. It has a hole in it and needs replacing.
Unfortunately it is not covered under your warranty.
The cost to repair is about £670.00
We then need to test the car afterwards to make sure everything else is ok.
MY RESPONSE:
Thank you for confirming the failure on my 12C and that it can be fixed.
I am, however, extremely disappointed to hear you will be charging me for the repair since: I only bought the car from you in December last year (with full official warranty); I had the car pre-track inspected by you at no small cost; I was given verbal assurances that if I had the pre-track inspection the car would enjoy full warranty protection; the failure happened only after around 4 individual laps of the circuit (two of which were sighting laps); and, the result of the coolant hose bursting almost caused me to lose complete control of the car at high speed, which could have led to a major accident.
All-in-all my confidence in the car and the brand has been badly shaken. Reading through your company literature it is clear McLaren prides itself on engineering excellence built over many years in completion and on the track. My recent experience has been the opposite.
I would like McLaren Ascot to please re-consider charging me for the cost of this repair.
I would also like to add that because of the failure on the car: my first track day with the car in Germany was almost over before it started (at cost); I had to arrange trailer transportation of the car from Germany to you; and, the car has been with you for many weeks.
I intend to track the car at 3-4 other club events later this year. Whilst I appreciate you can't give a 100% guarantee that the failure I experienced (or similar) won't ever happen again, I need to be reassured that the repair will be top quality to ensure, as far as possible, it doesn't happen again.
If not, then I think it best McLaren Ascot buys back the car from me.
Just not acceptable to have a warranty on a car you've had for 6 months which isn't worth the paper it's printed on once an issue pops up. For McLaren the cost to put it right won't even register and yet they are playing hard ball.
For a cooling hose to split suggests the quality of part they are using clearly isn't up to much in the first place. The car is supposed to be driven it's not a Kia Picanto.
Edited by BlueHave on Thursday 11th May 01:00
BlueHave said:
baronbennyt said:
UPDATE FROM MCLAREN ASCOT:
Good morning Mr. Townsend,
We have now been able to look at your McLaren and have identified a coolant hose that has burst. It has a hole in it and needs replacing.
Unfortunately it is not covered under your warranty.
The cost to repair is about £670.00
We then need to test the car afterwards to make sure everything else is ok.
MY RESPONSE:
Thank you for confirming the failure on my 12C and that it can be fixed.
I am, however, extremely disappointed to hear you will be charging me for the repair since: I only bought the car from you in December last year (with full official warranty); I had the car pre-track inspected by you at no small cost; I was given verbal assurances that if I had the pre-track inspection the car would enjoy full warranty protection; the failure happened only after around 4 individual laps of the circuit (two of which were sighting laps); and, the result of the coolant hose bursting almost caused me to lose complete control of the car at high speed, which could have led to a major accident.
All-in-all my confidence in the car and the brand has been badly shaken. Reading through your company literature it is clear McLaren prides itself on engineering excellence built over many years in completion and on the track. My recent experience has been the opposite.
I would like McLaren Ascot to please re-consider charging me for the cost of this repair.
I would also like to add that because of the failure on the car: my first track day with the car in Germany was almost over before it started (at cost); I had to arrange trailer transportation of the car from Germany to you; and, the car has been with you for many weeks.
I intend to track the car at 3-4 other club events later this year. Whilst I appreciate you can't give a 100% guarantee that the failure I experienced (or similar) won't ever happen again, I need to be reassured that the repair will be top quality to ensure, as far as possible, it doesn't happen again.
If not, then I think it best McLaren Ascot buys back the car from me.
Stick this up on the McLaren Facebook page i'm sure they'll appreciate that.Good morning Mr. Townsend,
We have now been able to look at your McLaren and have identified a coolant hose that has burst. It has a hole in it and needs replacing.
Unfortunately it is not covered under your warranty.
The cost to repair is about £670.00
We then need to test the car afterwards to make sure everything else is ok.
MY RESPONSE:
Thank you for confirming the failure on my 12C and that it can be fixed.
I am, however, extremely disappointed to hear you will be charging me for the repair since: I only bought the car from you in December last year (with full official warranty); I had the car pre-track inspected by you at no small cost; I was given verbal assurances that if I had the pre-track inspection the car would enjoy full warranty protection; the failure happened only after around 4 individual laps of the circuit (two of which were sighting laps); and, the result of the coolant hose bursting almost caused me to lose complete control of the car at high speed, which could have led to a major accident.
All-in-all my confidence in the car and the brand has been badly shaken. Reading through your company literature it is clear McLaren prides itself on engineering excellence built over many years in completion and on the track. My recent experience has been the opposite.
I would like McLaren Ascot to please re-consider charging me for the cost of this repair.
I would also like to add that because of the failure on the car: my first track day with the car in Germany was almost over before it started (at cost); I had to arrange trailer transportation of the car from Germany to you; and, the car has been with you for many weeks.
I intend to track the car at 3-4 other club events later this year. Whilst I appreciate you can't give a 100% guarantee that the failure I experienced (or similar) won't ever happen again, I need to be reassured that the repair will be top quality to ensure, as far as possible, it doesn't happen again.
If not, then I think it best McLaren Ascot buys back the car from me.
Just not acceptable to have a warranty on a car you've had for 6 months which isn't worth the paper it's printed on once an issue pops up. For McLaren the cost to put it right won't even register and yet they are playing hard ball.
For a cooling hose to split suggests the quality of part they are using clearly isn't up to much in the first place. The car is supposed to be driven it's not a Kia Picanto.
Edited by BlueHave on Thursday 11th May 01:00
OP: Your response is spot-on. This should be a FOC repair under warranty.
You've incurred significant costs, so maybe they should be claimed back from McLaren too?
You've incurred significant costs, so maybe they should be claimed back from McLaren too?
Carlson W6 said:
Good letter.
I would imagine the response from them was standard and has not had a managers common sense applied to it.
I think they will do a U turn when someone higher up the chain gets involved.
Err, yeah, OK. I would imagine the response from them was standard and has not had a managers common sense applied to it.
I think they will do a U turn when someone higher up the chain gets involved.
LATEST RESPONSE FROM MCLAREN ASCOT:
Good morning Mr. Townsend,
Thank you for your email.
I can totally understand your point of view and frustrations with the track day.
So I have asked the Sales team if they can help with the cost on this basis.
And good news they have come back to me and we are going to cover the cost of this repair for you.
Good morning Mr. Townsend,
Thank you for your email.
I can totally understand your point of view and frustrations with the track day.
So I have asked the Sales team if they can help with the cost on this basis.
And good news they have come back to me and we are going to cover the cost of this repair for you.
Good old service department, not wanting to lose a penny so they haggle the salesman for it to come out of his bonus / department budget.
I don't understand why it wasn't covered under warranty.
Regardless on your behalf though, it's still being repaired for free, but not in the correct process.
I don't understand why it wasn't covered under warranty.
Regardless on your behalf though, it's still being repaired for free, but not in the correct process.
Purso said:
Pleased for you op!
On a Mclaren note however the cost is cut up internally it shouldnt be a matter for a consumer. Comes across as a divided team which it might be but not something the business should put out.
Agreed, an excellent result but the goodwill payment shouldn't be something that comes across as being tirelessly negotiated. They either pay for it, or they don't. Sounds very amateurish.On a Mclaren note however the cost is cut up internally it shouldnt be a matter for a consumer. Comes across as a divided team which it might be but not something the business should put out.
Not so sure I'd be as happy with the result.
Yes you don't have to pay which is great but the cost still hasn't been met under the terms of the warranty. I'm sure the Sales dept will swallow a £600 pipe but what happens if something more serious comes up and they take the same attitude. I'd like to know my expensive warranty was worth something.
Yes you don't have to pay which is great but the cost still hasn't been met under the terms of the warranty. I'm sure the Sales dept will swallow a £600 pipe but what happens if something more serious comes up and they take the same attitude. I'd like to know my expensive warranty was worth something.
What the hell is the pipe made from? I cannot believe that they were even trying to make you pay.
I would like to have thought that such a prestigious marque, still trying to full establish itself in the world of Ferrari, Lamborghini etc, would be all over this and offering some recompense for your expenses getting it back to them.
Anyway, glad that at least you will get it back fixed.
I would like to have thought that such a prestigious marque, still trying to full establish itself in the world of Ferrari, Lamborghini etc, would be all over this and offering some recompense for your expenses getting it back to them.
Anyway, glad that at least you will get it back fixed.
Thanks fellow PH'ers for all your supportive messages, I couldn't agree more.
McLaren had every opportunity to demonstrate excellent customer service / support but chose, instead, to make me fight for even the basic level. It's less the price of the repair (although that's not immaterial) but the principle. My confidence in the car, the dealer and the brand has taken a big hit.
Frankly it's not good enough, so I've written to McLaren HQ again. Not holding my breath...
McLaren had every opportunity to demonstrate excellent customer service / support but chose, instead, to make me fight for even the basic level. It's less the price of the repair (although that's not immaterial) but the principle. My confidence in the car, the dealer and the brand has taken a big hit.
Frankly it's not good enough, so I've written to McLaren HQ again. Not holding my breath...
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