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

[SAJ]

So i'm done with giving Murray Lotus anymore business from this day forward. Some of you might be famiiar with the start of my issues from back in March - backgorund in this thread http://www.scottishelises.com/phpbb/vie ... =2&t=41556

But what has been going on in the last couple of weeks really takes the biscuit and all I can say is I'm glad Craig Moncrieff is about otherwise I'd have gotten rid of the Evora just so I didn't have to use the Murray service department.

So the story goes as follows:

1. After months of me (not Murray's) chasing Lotus for the centre tunnel replacement it finally got delivered last month
2. Car was booked in for getting the tunnel replaced along with the passenger floor carpet and getting paint defects corrected on the driver side rear panel
3. Car handed in at the start of September with agreed completion date of Friday 9th so that I could hand the car into CMC on the Friday so the front clam could be removed for a new windscreen to be fitted while I was away on holiday
4. Due to Lotus questioning the paint defect (thinking it had been repainted, when it hadn't) there was a delay in the work getting finished so the car wasn't finished until Monday so MMC had to drop the car off to Craig first thing before Autoglass turned up - so no big deal here.

The problems occured when I picked the car up after the windscreen had been fitted.

1. The headunit wasn't working, no power going to it
2. The red airbag light was on
3. The yellow spanner light was on
4. The new floor carpet hadn't been replaced and was just left on the floor
5. Inside of the car had not been cleaned following the mess left over from removing the whole interior and putting it back in
6. The lighter/power port on the rear of the tunnel doesn't work anymore
7. They had somehow managed to get my phone charging wire lodged into the rear seats when putting it back into place

So I got in touch with MMC on Tuesday 13th via e-mail in the morning, got no response from MMC on Tuesday, heard nothing back on Wednesday and so I followed up with another e-mail on Thursday this time copying in Lotus customer services and funny enough a response came back from Damien at MMC where by there was total denial of the airbag light, head unit and yellow spanner light. No acknowlegment of not cleaning the car or the charging wire. The only thing accepted by MMC was about the floor carpet.

I responded angry and annoyed on the Thursday back to MMC via e-mail to include point number 6 as I only discovered that after my first e-mail. But you guessed it no response from MMC at all.

All I can say is a massive thank you to Craig and his guys at CMC (http://craigmoncrieff.com), as Craig has kindly rectified most of the issues with the car for me.

It will cost me to get the interior back out to rectify the power socket but I am so hacked off with MMC i'm not going back to them for anything!

UPDATE: It gets worse - go to page 4.

[Stu160]

That's just rubbish. No excuse for not responding at all.
What is going on MMC, do you not want any customers?

Stu

[SAJ]

That's just rubbish. No excuse for not responding at all.
What is going on MMC, do you not want any customers?

Stu

Clearly they have enough new customers coming through their door that their exsiting customers don't matter anymore.

[Stu160]

Well, that was the impression I got after the 311 launch.

I know they read the forum, but if they won't respond to you personally, there will be little chance of any comment on here.....sure they wouldn't lower themselves to communicate with minions. ......well, without us minions, you have no business.

Stu

[pete]

Ye gods.

Take money elsewhere. They must have enough.

[Simon82]

Sad times...

[J-Man]

I can only speak for myself.

The problem is in differentiating the company from the people.

Graham sold me a couple of cars in unique colours for Scotland, and even though seated in throne of pain, I remember these transactions fondly. Still throbbing! Craig brought a whole huge dimension that many of us responded to and have benefitted from. Brandon came in and was exceptionally helpful to me personally, in terms of seeing what I might, or should, or could or not do. I've not yet met Ian, but am sure he follows in the same vein. All of these guys, like us, are enthusiasts!

I think it is unfair to seek out any individual in this crusade, but I'm sure all of us who have bought cars from MMC anticipate that we might be treated as well as we were previously. But that might be very difficult indeed?

I'm also sure that MMC will do their best to solve these issues, and we should remember how lucky we are in Scotland to have a choice!

I would also like to wish all of the oily fingered people behind the scenes, who are often unsung and forgotten, my thanks for all of your attention to detail, and hard work.

Everything in life has it's ups and downs eh Tut?

[SAJ]

I can only speak for myself.

The problem is in differentiating the company from the people.

Graham sold me a couple of cars in unique colours for Scotland, and even though seated in throne of pain, I remember these transactions fondly. Still throbbing! Craig brought a whole huge dimension that many of us responded to and have benefitted from. Brandon came in and was exceptionally helpful to me personally, in terms of seeing what I might, or should, or could or not do. I've not yet met Ian, but am sure he follows in the same vein. All of these guys, like us, are enthusiasts!

I think it is unfair to seek out any individual in this crusade, but I'm sure all of us who have bought cars from MMC anticipate that we might be treated as well as we were previously. But that might be very difficult indeed?

I'm also sure that MMC will do their best to solve these issues, and we should remember how lucky we are in Scotland to have a choice!

I would also like to wish all of the oily fingered people behind the scenes, who are often unsung and forgotten, my thanks for all of your attention to detail, and hard work.

Everything in life has it's ups and downs eh Tut?

It's the company responsibility to ensure their customers receive a good service. This isn't even a one off, my last MMC encounter about this stuff didn't go well either.

I should never have had to chase Lotus myself for the part, that is something MMC should have done. I had to chase a lot including an email to the Lotus CEO which funnily enough resulted in the centre tunnel turning up straight away after that.

The flat out denial and untimely response is what is really irritating me, I deliberately waited after my last email to MMC before posting to see if they would actually respond and try to smooth the situation over with me but no response at all after that so clearly I'm no level of importance to them as an existing customer.

I've bought 3 cars from MMC and between me and my brothers that's 6 cars over the last 6 years been in and out for servicing and other bits and bobs to get done. Not saying that means I should be treated like a king but I showed them a level of loyalty and sent plenty of my friends to MMC, so making sure work is completed properly and not being total bell ends when mistakes happen isn't asking too much.

The sales team have always been good, but the good relationship they start with a customer is something the service team have to maintain.

[mxvx]

I'm also sure that MMC will do their best to solve these issues, and we should remember how lucky we are in Scotland to have a choice!

I'm not! Does Saj's post look like they're doing their best? He had to personally chase lotus himself. The other thread is pretty shocking too. They should remember how lucky they are to have lots of customers!

They went to the both of writing to me and calling me to tell me I need a service telling me about all my options (free hire car, collect you from your house, wait at dealer whilst car is being serviced) yet when I asked about trade in for an upgrade I never got an answer. Likewise, they told me they had a few cars coming in and would let me know when they were available and then never heard anything again.

[tenkfeet]

I always had good service from Murray's when I had my Evora, sales, service including warranty work. However SIX MONTHS to get replacement parts and then for it to go pear shaped is troubling indeed.

Emails are the spawn of the devil when it comes to interactions in the modern world. Too easy to ignore, pass to someone else, end up in spam or just be blocked for technical reasons.

[Andy G]

Thats an utter bag of nonsense Saj - i cant believe in this day and age that this goes on. One of the good things from Social Media is that these things normally get sorted out immediately, but that requires somebody to give a toss.

Have you called Brandon?

But there is a tonne on nonsense going on in the car trade, from buying (not related to MMC I might add) right through the range of service.

Audi Edinburgh took 8 days to service and do a warranty repair on my R8 last week, after taking 6 weeks to find time to fix the repair they hadnt done successfully the first time......... luckily i had a diesel A4 avant courtesy shed for the hottest weekend of the year so far and a £1100 bill at the end.

[SAJ]

Thats an utter bag of nonsense Saj - i cant believe in this day and age that this goes on. One of the good things from Social Media is that these things normally get sorted out immediately, but that requires somebody to give a toss.

Have you called Brandon?

I had actually copied both Brandon and Ian into my email so assuming both are around they'll be aware of the complaint I sent.

[Sanjøy]

Sad times, lack of acknowledgement of a problem is a dark place to be. Hopefully the management team take heed and get a return to green plan in place.

S

[SAJ]

Sad times, lack of acknowledgement of a problem is a dark place to be. Hopefully the management team take heed and get a return to green plan in place.

S

The worst thing about all of this is i'm now very unlikley to buy a new Lotus as warranty issues would have to go to MMC for resolution and I really don't want to have anything to do with them anymore. Shame really as I've been holding out for the Evora 400 Roadster which I could buy from another dealer but having to take it to MMC is enough to stop me buying it now. It really is sad times so when the time comes to move away from the Evora it will likely be something that isn't a Lotus unless it is used and out of warranty anyway.

[Dominic]

Sad times, lack of acknowledgement of a problem is a dark place to be. Hopefully the management team take heed and get a return to green plan in place.

S

The worst thing about all of this is i'm now very unlikley to buy a new Lotus as warranty issues would have to go to MMC for resolution and I really don't want to have anything to do with them anymore. Shame really as I've been holding out for the Evora 400 Roadster which I could buy from another dealer but having to take it to MMC is enough to stop me buying it now. It really is sad times so when the time comes to move away from the Evora it will likely be something that isn't a Lotus unless it is used and out of warranty anyway.

Would I be right in thinking there is a Lotus dealer in Carlise? Not too far for the central belt peeps - assuming they have a good rep.