I'm done with using Murray Lotus for good! It gets worse!

[c8rkh]

So the BodyShop is part of the same group as MMC?

[SAJ]

So the BodyShop is part of the same group as MMC?

It looks like it - at least you know not to trust your car to that bodyshop too.

[SAJ]

So having been to the LEGS meet this past Sunday I had quite a few people ask me if all my issues had been resolved. The answer to everyone was a simple "No" followed by an explanation as to where things had got to which also prompted me to get back in touch with Neil at Lotus Customer services to follow-up on where things had got to.

Where things are are at the moment....well the airbag light refuses to switch off even though the fault code had been reset by CMC following the reconnection of the cable that hadn't been plugged back into the seat that MMC had removed and refitted. There are two theories on why this is:

1. It needs a Lotus Dealer setup computer to properly reset or;
2. Because the light has been on for so long it may require a new Airbag ECU

The other issue is that the broken cosmetic panel is still on back order with no ETA on when they'll be in stock.

The response I got back from Lotus was as follows:

"Dear Mr Mohammad,

Thank you for your e-mail.

Belated Happy New year to you also; I hope you had a good one.

I have spoken to the Dealer Principal, Duncan Cunningham again today, he is not prepared to change Murray’s stance and Lotus is unable to influence this decision.

Without admitting any liability, as a good will gesture and in an effort to assist you, Lotus has already offered to supply a new rear cosmetic panel at no charge (when these are available) and provide a credit note of £150.00 in respect of the costs you have incurred in relation to this matter. If you feel that have any further claims against Murrays in respect of the potential airbag or MOT related issues, then we can only recommend that you seek independent legal advice regarding this unfortunate situation.

I am sorry if this is not the response you had expected.

Yours sincerely, Neil Turner"

So unfortunately for me MMC still admit no liability for this other than forgetting to fit the carpets so I have to put the rest down to:

1. The Tooth Fairy disconnected the head unit and power supply to the 12v sockets in the centre tunnel.
2. The Wizard of OZ disconnected the connections to the centre brake lights
3. Aladdin's Genie granted a wish to MMC to paint the rear clam without removing it
4. The Gingerbread man got under the passenger seat and disconnected it to make the airbag light go on
5. My phone charger cable decided it was feeling cold and decided to snuggle itself into the rear seat
6. The Pixies came along at night and made a mess inside the car
7. The engine caused a mini earth quake which created the gap between the rear clam and driver’s door and cosmetic panel.

I'll now look to sort out the airbag light myself at my own cost.

All I can say to everyone else reading this is, you may not have encountered anything at MMC to date which is great but the service is just crap. Customer Service can't just be measured during the good time it has to be measured during the bad times too. What sets the best from the rest is not their ability to never make a mistake but to admit when a mistake has been made add do whatever is required to rectify that mistake. In MMC's case if you end up with a problem because they haven't done something properly then good luck getting them to admit it and put it right, you'll likely end up forking out for it yourself.

I'm left with a bill to fix MMC's mess so I just hope this thread serves to prevent it happening to others - you've been warned!

Big thank you to Lotus Cars and Neil Turner for doing what he could to soften this blow.

[flyingscot68]

I know how you feel Saj.
MMC broke my Zenos (3 times) then refused to accept any responsibility, in fact they placed the blame all on Craig who hadn't even touched it.
I'm not going in to details yet but I'll post up the whole sad sorry story in time.
Meanwhile I will continue to advise anyone I know not to take their car anywhere near MMC. I wouldn't even trust them to wash it.
Sad isn't it, how they've let themselves become such an awful dealership.
I feel sorry for the likes of Ian the salesman, can't make his life easy.


Sent from my iPhone using Tapatalk

[SAJ]

I know how you feel Saj.
MMC broke my Zenos (3 times) then refused to accept any responsibility, in fact they placed the blame all on Craig who hadn't even touched it.
I'm not going in to details yet but I'll post up the whole sad sorry story in time.
Meanwhile I will continue to advise anyone I know not to take their car anywhere near MMC. I wouldn't even trust them to wash it.
Sad isn't it, how they've let themselves become such an awful dealership.
I feel sorry for the likes of Ian the salesman, can't make his life easy.


Sent from my iPhone using Tapatalk

That is mental, but given my experience it is of no surprise. I genuinely hope other forum members take note of our misfortune and save themselves from getting into similar situations with MMC. I would definitely encourage you to post your story so it is obvious to people that what has happened to me isn’t just a one off.

[mwmackenzie]

£150 credit note to use at MMC enjoy spending that, and the £2k you'll need to recitfy what every you spent your £150 on

[SAJ]

£150 credit note to use at MMC enjoy spending that, and the £2k you'll need to recitfy what every you spent your £150 on

Yes I know, it is a total joke.

It could have been worse and Lotus gave me nothing at all. The cosmetic panel is something like £300.

I'll likely have to pop down to David Hayton to try and get the airbag light reset, failing that the airbag ECU module is about £130 from what I could see on deroure so when I factor in fuel and time to go down to Carlisle and back I might just be better off ordering the airbag ECU and getting Craig to just fit it for me as I'd probably need to take a day off work too as I doubt DH service department would be open at the weekend.

What would you do in my shoes?

[campbell]

Pop the car down to Hayton one weekend, train home, train back the following to pick up. Advance saver fares.

Job done.

Though naturally I'd happily entrust to CMC too.

[douglasgdmw]

Saj,

Bit late now but maybe worthwhile using this website when dealing with complaints from garages, companies etc:
http://www.resolver.co.uk/

It has been developed with Martin Lewis from MoneySavingExpert fame. Has a load of useful forms that allow you to construct your grievance and allows you to take note of any ad-hoc calls etc.

Suspect it will may not get you anywhere as it appears MMC's customer service has disappeared however it at least allows you to record all the correspondence in a handy place so that you can build a history of the grievance.

George

[pete]

"Using your vehicle for track events, which is non-standard driving, would have invalidated any warranty given"

Excerpt from letter from MMC about the engine that they put into my 135r. Remember that if you intend to take any of the track cars they sell on track.

Likewise, ongoing dispute.

[SAJ]

Saj,

Bit late now but maybe worthwhile using this website when dealing with complaints from garages, companies etc:
http://www.resolver.co.uk/

It has been developed with Martin Lewis from MoneySavingExpert fame. Has a load of useful forms that allow you to construct your grievance and allows you to take note of any ad-hoc calls etc.

Suspect it will may not get you anywhere as it appears MMC's customer service has disappeared however it at least allows you to record all the correspondence in a handy place so that you can build a history of the grievance.

George

George thanks for this, probably too late for me now but atleast for others that may end up with similar problems it is definitely a useful way to log stuff and get advice. I'll be sure to keep it in mind for future issues.

"Using your vehicle for track events, which is non-standard driving, would have invalidated any warranty given"

Excerpt from letter from MMC about the engine that they put into my 135r. Remember that if you intend to take any of the track cars they sell on track.

Likewise, ongoing dispute.

Pete as I said in one of my earlier posts, if and when you are ready should you choose to it would be worth creating a thread with your story. The more people that do the more people can be made aware and warned.

[Andy G]

Can trading standards not get involved guys?

Trying to remember the process for taking dealers to court, as its such a nightmare for them they usually settle out of court.

Think Carlisle sounds like the option if you need a franchised dealer?

For me hassle wise I'd get CMC to sort it if you can collect the panel though - at least you know CM is as good as his word, and actually gives a f***.

[SAJ]

Can trading standards not get involved guys?

Trying to remember the process for taking dealers to court, as its such a nightmare for them they usually settle out of court.

Think Carlisle sounds like the option if you need a franchised dealer?

For me hassle wise I'd get CMC to sort it if you can collect the panel though - at least you know CM is as good as his word, and actually gives a f***.

I had considered maybe going through the small claims court, but didn't think the cost expense of going down the legal route would be worth it. To be honest I don't know enough about it to be sure. I may actually get intouch with trading standards to get some further advice, just been so busy recently I haven't had much time to follow this stuff up as much as I'd want.

The cosmetic panel I'll definitely get fitted by CMC, had it not have been on back order I'd have got it fitted this week while the car was getting the new clutch fitted.

It's just the airbag light I will need to go to DH to get a reset done.

[douglasgdmw]

George thanks for this, probably too late for me now but atleast for others that may end up with similar problems it is definitely a useful way to log stuff and get advice. I'll be sure to keep it in mind for future issues.

Saj,

Only really knew about it as I have just started using it to record the warranty issue on my Defender. It was into Pentland Edinburgh again for water ingress and this is the 4th time since I got it new 2 years ago.

Logged it via the Resolver site and got a phone call from the Land Rover Claims Manager today, so looks like the majority of big companies know the email address now and respond accordingly Anyway he is going to investigate and get back to me on 19th (according to Resolver 12 days to escalate up to the next level at Land Rover).

George

[SAJ]

I know how you feel Saj.
MMC broke my Zenos (3 times) then refused to accept any responsibility, in fact they placed the blame all on Craig who hadn't even touched it.
I'm not going in to details yet but I'll post up the whole sad sorry story in time.
Meanwhile I will continue to advise anyone I know not to take their car anywhere near MMC. I wouldn't even trust them to wash it.
Sad isn't it, how they've let themselves become such an awful dealership.
I feel sorry for the likes of Ian the salesman, can't make his life easy.

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The latest thread on Zenos going under reminded me about this, I'm assuming if they go under you won't get your issues resolved, either by them or MMC?