McLaren Servicing - What a shambles....
Discussion
In my 2 1/2 years of owning a McLaren the dealer service capacity has gone from bad to worse....and is only getting worse...!
McLaren are fixated by the vanity of launching nearly 3 new cars each year but cannot see that their service capacity is currently at breaking point.
As of today 2 of their dealers are 'closed' (until further notice) as far as accepting additional cars in for repair work, and the others cannot even look at my car (which was recovered by McLaren Assist this morning with a suspension fault) for typically 3+ weeks.
This is the OFFICIAL POSITION of each dealer service department as of this morning -
ASCOT – Not accepting any breakdown work. Cars can be booked in for Service from 4th Sept
HATFIELD – Not accepting any breakdown work. Only got 2 ramps in temporary workshop until end of the year
BIRMINGHAM – Not able to do any service or breakdown work until tail end of Sept
BRISTOL – Can’t look at car for at least 2 weeks. Earliest service booking date 23rd
LEEDS – Only 1 ramp until June/July NEXT YEAR and primarily its to prep sales cars not to do service/repair work.
MANCHESTER – 3 weeks until they can look at any car taken to them
GLASGOW - 3 weeks until they would be able to look at car.
New cars are being delivered to customers weekly and additional new service capacity only consists of 4 extra ramps at HATFIELD when they move into their new premises at the end of the year, and LEEDS service centre when it opens officially but that's not until Jun/Jul 2019!!!!
McLaren have a MASSIVE problem with their own Dealer Service Capacity which is made worse by their steadfast refusal to support Independents who deny access to their diagnostic data, despite European law obliging them to do so. (Yes I know a couple of Indies advertise McLaren servicing but they are limited in what they are able to do because they cannot access full diagnostic data.)
Am I being unreasonable expecting my car to be at least looked at in less than 3x weeks? (plus additional time for any parts and repair work that may be necessary...)
This situation will only get worse unless McLaren wake up and properly address the problem.
McLaren are fixated by the vanity of launching nearly 3 new cars each year but cannot see that their service capacity is currently at breaking point.
As of today 2 of their dealers are 'closed' (until further notice) as far as accepting additional cars in for repair work, and the others cannot even look at my car (which was recovered by McLaren Assist this morning with a suspension fault) for typically 3+ weeks.
This is the OFFICIAL POSITION of each dealer service department as of this morning -
ASCOT – Not accepting any breakdown work. Cars can be booked in for Service from 4th Sept
HATFIELD – Not accepting any breakdown work. Only got 2 ramps in temporary workshop until end of the year
BIRMINGHAM – Not able to do any service or breakdown work until tail end of Sept
BRISTOL – Can’t look at car for at least 2 weeks. Earliest service booking date 23rd
LEEDS – Only 1 ramp until June/July NEXT YEAR and primarily its to prep sales cars not to do service/repair work.
MANCHESTER – 3 weeks until they can look at any car taken to them
GLASGOW - 3 weeks until they would be able to look at car.
New cars are being delivered to customers weekly and additional new service capacity only consists of 4 extra ramps at HATFIELD when they move into their new premises at the end of the year, and LEEDS service centre when it opens officially but that's not until Jun/Jul 2019!!!!
McLaren have a MASSIVE problem with their own Dealer Service Capacity which is made worse by their steadfast refusal to support Independents who deny access to their diagnostic data, despite European law obliging them to do so. (Yes I know a couple of Indies advertise McLaren servicing but they are limited in what they are able to do because they cannot access full diagnostic data.)
Am I being unreasonable expecting my car to be at least looked at in less than 3x weeks? (plus additional time for any parts and repair work that may be necessary...)
This situation will only get worse unless McLaren wake up and properly address the problem.
MOD500 said:
Sorry to hear of your problems. Is it not still the case that Mc has rule where dealer has 5 days (?) to look at car recovered and brought in by McLaren assist, so they 'have to' look at it within that time frame? Have you spoken to Mc client services also to express your disdain and see if they can assist the situation? Details here:
http://cars.mclaren.com/contact-us
Hope you get sorted asap.
Sorry there is no such 5 day policy and yes i've not only been in contact with Client Services but also personal email exchange with Mike Flewitt.http://cars.mclaren.com/contact-us
Hope you get sorted asap.
It really shouldn't be necessary for a simple maintenance issue to need the intervention of the company Chief Executive.
McLaren need to sort out the most basic of company issues otherwise they're simply not going to be able to sell their cars - who's going to buy a car they can't get serviced?
Nano2nd said:
do you get a courtesy car while its broke?
Officially yes, an Enterprise Rental car, but only for 2x days. Unofficially client services will *generally* extend it.Look out for a very out-of-place car amongst the McLaren's at Beaulieu Super Car w/e on Sunday and probably the same the following weekend at the McLaren Owners Group BBQ get together.....
CyCy said:
..... Mentioned the parking sensor on the front right being faulty. ......
You haven't mentioned whether its faulty because it doesn't go off, or faulty because it always goes off at slow speed. If its because its always going off its worth checking that your number plate isn't sticking ever-so slightly proud. Its very common on McLaren's due to the curvature of the bumper, and can trigger the parking sensor.
A number of owners in the owners group have saved themselves the need to take their car in 'for investigation' by doing a quick check themselves.
Jules360 said:
Was offered a 600LT by McDubai a month or two back. Not asked about a Speedtail, but I'll concede a Senna is not available. But my comment was aimed at production cars rather than limited editions. Despite having a good relationship with the local Ferrari dealer there's no way I can get a Pista.
There's a lot of smoke and mirrors with ALL the Supercar brands, their marketing spin about car's not being available/sold out is not always true.I know people who haven't yet committed to a 600LT order who dealers are actively pushing to 'sign on the dotted line', as well as Senna's being offered to 'certain' people.
You'll very likely get a Pista, just not an early one. Similarly 812 Superfasts (supposedly sold out for whole 5 year production period) are available to known clients, but not anyone new to the brand/not bought a brand new Ferrari before will be told they're 'sold out'.
We all like to think we're immune to the powers of marketing but subconsciously we're all suckers - and Supercar Marketeers are good at their job!
BREAKING NEWS!!!!! Nomal said:
It was confined to the lower oblique on the drivers door. There was also over spray on the roofline crease which the dealers believe has been like that since day one and never picked up.
All remedied now and looking great!!
You would be amazed at how many cars have remedial paintwork carried out BEFORE new owner even takes delivery.All remedied now and looking great!!
Its very disheartening to read more and more people in the same situation - s
te service from McLaren main dealers who are just too over loaded to cope.
Even McLaren client services are now not returning calls. I guess its holiday season and a system that was at breaking point is now totally broken.
To spend £200k+ on a car that will be superseded within months, have class leading depreciation, poor customer service, a significant chance of corrosion and be off the road just waiting to be looked at/parts to arrive is just unacceptable.
McLaren - There is no excuse for this, sort your act out before its too late...
ps Spare me the "these things take time we have more dealer capacity opening soon" - that has been the story for the last 2.5 years, probably longer but I wasn't an owner back then. The situation has just steadily got worse and will continue to do so until McLaren wakes up and does something.
Your priority McLaren shouldn't be the vanity trip of launching a gazillion new cars it should be addressing the service needs of your existing customers.
te service from McLaren main dealers who are just too over loaded to cope.Even McLaren client services are now not returning calls. I guess its holiday season and a system that was at breaking point is now totally broken.
- Dealers don't return calls
- Dealers so over loaded with work they're turning away urgent repairs or telling customers it'll be 3x weeks before they can even assess your car
- Service capacity so inadequate that you need to book your car in weeks in advance, only to then get your booking cancelled
- A simple annual service that should only take a day typically takes a week, sometimes 2
- Numerous mechanical warranty issues - extended warranty costs have been increased by 50% on older cars, reflecting the amount of work/costs required
- Increasing paint issues on cars often only months old - if you knew the queues at the approved bodyshops you'd be gob-smacked
To spend £200k+ on a car that will be superseded within months, have class leading depreciation, poor customer service, a significant chance of corrosion and be off the road just waiting to be looked at/parts to arrive is just unacceptable.
McLaren - There is no excuse for this, sort your act out before its too late...
ps Spare me the "these things take time we have more dealer capacity opening soon" - that has been the story for the last 2.5 years, probably longer but I wasn't an owner back then. The situation has just steadily got worse and will continue to do so until McLaren wakes up and does something.
Your priority McLaren shouldn't be the vanity trip of launching a gazillion new cars it should be addressing the service needs of your existing customers.
- Opening new centres (not sales sites, its servicing needs you need to address)
- Supporting independents - many have approached you and you belligerently string them along and palm them off
- Hold stock of parts so cars aren't forever waiting for a part
- Get your Quality Control sorted so cars don't go out as a corrosion time bomb
RamboLambo said:
........ The other 5,000 owners are not on here praising the product .......
That's because they simply don't exist, you're making things up and trying [as always] to paint a different picture to reality. Mr Trump would be proud of you.Facts:
There were less than 2,000 McLaren's of all variants at the end of 2018 Q1 here in the UK. (Total number now just over 2,000 UK cars)
Back at the beginning of 2016 when I bought my car there were 843 UK registered McLarens (close of 2016 Q1 figures)
A year later (close of Q1 2017 figures) there were 1,386 - a very impressive 64% growth
A year later (close of Q1 2018 figures) there were 1,898, or 37% growth in a year (125% in 2x years)
Has the dealer capacity grown by an equivalent amount? - NO, not by a long way.
Are the dealers able to cope with the current demand? - NO, current dealer wait time to even look at a car (not fix it, just look at it) 3 weeks!
Is this situation likely to get worse bearing in mind that cars registered in the last year (37% of the total number) aren't yet due their 1st service - YES
My gripe is simply that McLaren are desperate to sell cars but don't realise that the biggest thing stopping people buying them is their shocking customer service and total disregard for customer care.
Its all very well the "I'm alright Jack" brigade but there WILL come a time when you no longer get special treatment, and even if you do get priority over everyone else its a bit arrogant to stick your nose in the air and be vocal to those less fortunate by telling them that you're OK.
For those passionate about their McLaren's, shouldn't it worry you that the bad experience stories are getting every more frequent(?)
Surely trying to get the problems addressed and properly rectified is better than trying to silence or besmirch others?
McLaren have a BIG problem and need to address it - its damaging their new car sales figures because the ownership experience for many (not all, but enough that it is making a significant impact) is just too painful to tolerate.
breadvan said:
I wonder what the ratio of cars v dealer ramp capacity is between the marques?
How many Left says there are 15k Ferrari's and 2k McLaren's in the UK. Back in 2011 (when the 12C was launched) there were approx 9k Ferrari's.If you own a Ferrari you have a choice of 14 Ferrari service centres (some of which are VERY big, much bigger than any of McLaren's service centres) and numerous Indies.
If you own a McLaren there are 5* fully open McLaren Service Centres and NO Indies** .
'* In addition Leeds has 1x ramp until Jun/Jul 2019 and Hatfield 2x ramps until end of 2018.
'** not because established business's don't want to do McLaren work, but because McLaren steadfastly refuse to release diagnostic info.
Edited by 100 IAN on Monday 20th August 23:25
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!!!!!!
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!!!!!!
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