Discussion
And for those PH'ers looking for a complete overview of the McLaren 12C have a watch of this in-depth video from American reviewer 'Saabkyle04'. I find his android-like delivery a little cringe but you can't fault his attention to detail. Nerd-out!
https://www.youtube.com/watch?v=w7NzGTL3htU&li...
https://www.youtube.com/watch?v=w7NzGTL3htU&li...
fridaypassion said:
Just one of those things. I've Been to the ring on some older cars before and coolant or oil loss is a bit of a niggling fear.
I run a garage and playing devils advocate I don't think unless it was hanging off anyone would be able to have predicted a hose popping off. Hopefully they can put some better clips on and get out properly sorted.
True. Let's see how McLaren Ascot respond next week...Crossing my fingers for a straightforward fix and clean up all under warranty. Hopefully this isn't wishful thinking. I run a garage and playing devils advocate I don't think unless it was hanging off anyone would be able to have predicted a hose popping off. Hopefully they can put some better clips on and get out properly sorted.
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.
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.
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...
LATEST RESPONSE FROM MCLAREN HQ, CLIENT SERVICES:
Good morning Mr Townsend
Thank you for your emails. I’m sorry to read your comments and that you’ve experienced further disappointment following their inspection of your car and subsequent diagnosis.
I am, of course, pleased to hear that they’re covering the cost of the repairs and to make sure the matter is resolved swiftly, I’ve been in contact with xxxx, Aftersales Manager at McLaren Ascot. I’ve asked that xxx keep me up to date with any developments and I will offer my support where I can, if needed.
Customer satisfaction is very important to me and I’m sorry that you feel we’ve let you down on this occasion. I’m confident that Ascot will be able to return your car to you in full working order, however, if you have any queries in the future, please contact me directly and I will do what I can to assist you.
Kind regards
Good morning Mr Townsend
Thank you for your emails. I’m sorry to read your comments and that you’ve experienced further disappointment following their inspection of your car and subsequent diagnosis.
I am, of course, pleased to hear that they’re covering the cost of the repairs and to make sure the matter is resolved swiftly, I’ve been in contact with xxxx, Aftersales Manager at McLaren Ascot. I’ve asked that xxx keep me up to date with any developments and I will offer my support where I can, if needed.
Customer satisfaction is very important to me and I’m sorry that you feel we’ve let you down on this occasion. I’m confident that Ascot will be able to return your car to you in full working order, however, if you have any queries in the future, please contact me directly and I will do what I can to assist you.
Kind regards
I get the sense that every department involved from HQ to dealer is shifting the blame and no one wants to stand up and take responsibility on behalf of the company. All I wanted was a "sorry" and a quick fix under warranty plus reassurance that in all probability it won't happen again, which I think entirely reasonable under the circumstances. That would have moved me from extremely miffed to pretty happy. Instead, I'm now angry!
Do they know what "client services" really means I wonder? Sadly, I don't believe McLaren is unique in this but, as others have said, when you're trying to establish yourself in the marketplace surely it's normal practice to bend over backwards to keep the customer happy...?
Do they know what "client services" really means I wonder? Sadly, I don't believe McLaren is unique in this but, as others have said, when you're trying to establish yourself in the marketplace surely it's normal practice to bend over backwards to keep the customer happy...?
So, I finally have my 12C back after it spent two months at McLaren Ascot getting fixed!
You may recall my adventures at the Nurburgring in April when, after two laps or so, the coolant hose popped off and dumped greasy liquid all over the rear tyres at high speed. Luckily I kept it on the black stuff and got the car transported to a local racing team situated next to the circuit.
I then decided to have the car repatriated to McLaren Ascot (covered under my insurance) since that is where I bought the car and any issues with warranty claims would be better dealing with the marque direct.
Initially McLaren Ascot was going to charge me for all the repairs but after quite a few hard emails to both them and Woking they agreed to cover the costs.
So what was the list of repairs? Replace coolant hose, and n/s top hose clips, oil tank pipe, oil tank pipe seal, x2 rear suspension arms (there was play in the rear wheels!), o/s/r suspension strut.
Now, the 12C was a fully approved pre-owned car sold to me through Ascot so this list is somewhat alarming for someone who has only driven 500 odd miles in it and managed x2 individual track laps.
Still, the work is now done and the car feels like new. Just glad I have it back.
The adventure continues...!
You may recall my adventures at the Nurburgring in April when, after two laps or so, the coolant hose popped off and dumped greasy liquid all over the rear tyres at high speed. Luckily I kept it on the black stuff and got the car transported to a local racing team situated next to the circuit.
I then decided to have the car repatriated to McLaren Ascot (covered under my insurance) since that is where I bought the car and any issues with warranty claims would be better dealing with the marque direct.
Initially McLaren Ascot was going to charge me for all the repairs but after quite a few hard emails to both them and Woking they agreed to cover the costs.
So what was the list of repairs? Replace coolant hose, and n/s top hose clips, oil tank pipe, oil tank pipe seal, x2 rear suspension arms (there was play in the rear wheels!), o/s/r suspension strut.
Now, the 12C was a fully approved pre-owned car sold to me through Ascot so this list is somewhat alarming for someone who has only driven 500 odd miles in it and managed x2 individual track laps.
Still, the work is now done and the car feels like new. Just glad I have it back.
The adventure continues...!
e21Mark said:
Glad you've got it back and weren't stung for costs. Any idea what the total repair bill would have been were you deemed liable?
Certainly looks great in the pics. Are you heading back to the ring any time soon?
Thanks. Certainly looks great in the pics. Are you heading back to the ring any time soon?
I'm guessing with parts and labour the cost, had I been liable, could have been many thousands.
Just as well I took out the pre-track inspection because I think that saved my bacon and gave me quite a bit of leverage. Still, it shouldn't have come to that!
I'm booked onto the Destination Nurburgring two day event at the end of August. Depending on the weather I'll either take the 12C or the Lotus 3-Eleven.
Before that, I'm taking the 12C to the EVO Magazine track day at Bedford on 7 July. If something goes wrong there it will be a damn site easier to get back home! Let's hope my experience at the Ring was just a bad blip...
dom9 said:
You around 2nd of July, Ben?
Would be great to see one of the two beasts:
https://www.pistonheads.com/gassing/topic.asp?h=0&...
Hi Dom, would love to join you but I might need to be at my brother's do in London that day. If I can make your gathering what are the timings please? Ben Would be great to see one of the two beasts:
https://www.pistonheads.com/gassing/topic.asp?h=0&...
I'll be taking the 12C to the EVO Magazine track day at Bedford on 7 July.
Hopefully it will give me the opportunity to try the 'normal', 'sport' and 'track' handling modes to the full after failing to experience their different characteristics at the Nurburgring back in April after the coolant hose decided to go pop on lap two!
Full report to follow...
Hopefully it will give me the opportunity to try the 'normal', 'sport' and 'track' handling modes to the full after failing to experience their different characteristics at the Nurburgring back in April after the coolant hose decided to go pop on lap two!
Full report to follow...
Gassing Station | Readers' Cars | Top of Page | What's New | My Stuff