McMain Dealers- Your thoughts
Discussion
Hi all!
I work for the aftersales department of a McLaren main dealer (which shall remain nameless!) and I’m trying to get an insight into how we can improve our service.
Any thoughts you can offer on your frustrations with McLaren main dealer service departments, or things you’ve experienced that have stood out as being particularly good: I’d love to hear about them below. I'd also be interested in hearing if you use an independent, what your reasons are for doing so. Additionally, if you don't use your closest dealer, why is that?
I’m sure a lot of you use us so hopefully you’ll see any feedback you give brought to fruition in the coming months.
Thanks in advance!
I work for the aftersales department of a McLaren main dealer (which shall remain nameless!) and I’m trying to get an insight into how we can improve our service.
Any thoughts you can offer on your frustrations with McLaren main dealer service departments, or things you’ve experienced that have stood out as being particularly good: I’d love to hear about them below. I'd also be interested in hearing if you use an independent, what your reasons are for doing so. Additionally, if you don't use your closest dealer, why is that?
I’m sure a lot of you use us so hopefully you’ll see any feedback you give brought to fruition in the coming months.
Thanks in advance!
Edited by TheSilverSwoosh on Thursday 8th October 08:36
I'll start. McGlasgow have been superb with mine over the last 2.5 years. Nothing is ever an issue, and always prompt with communication and never had any delays when work is being done.
Two things I do miss from my Aston Martin days.
1. Car being collected on a covered trailer for warranty/servicing. Not only saves me the hassle of a drop off and pick up trip, but also saves the miles on the car.
2. This one is more at McLaren themselves rather than McGlasgow, but if a car has to go in for a lengthy repair, such as corrosion panels etc then a like for like loan car should really be supplied. This is two fold, it looks after your current customers and might even tempt them into an upgrade. Spending 5-6 weeks in a 520d hire car isn't how most imagine McLaren ownership.
Two things I do miss from my Aston Martin days.
1. Car being collected on a covered trailer for warranty/servicing. Not only saves me the hassle of a drop off and pick up trip, but also saves the miles on the car.
2. This one is more at McLaren themselves rather than McGlasgow, but if a car has to go in for a lengthy repair, such as corrosion panels etc then a like for like loan car should really be supplied. This is two fold, it looks after your current customers and might even tempt them into an upgrade. Spending 5-6 weeks in a 520d hire car isn't how most imagine McLaren ownership.
I bought my car from Ascot, just over a year ago.
Their after sales was excellent in some areas - I noticed some issues with the finish on my wheels when I got the car home, and this was taken care of (wheels refurbed).
I did find it annoying when I booked my car in for warranty work and was told I would be called back on a specific day - and wasn't. I also found it annoying that I booked the car in on a Tuesday - and when I called for an update on Wednesday afternoon was told the car was due to be looked at on Thursday. If you weren't going to look at it until Thursday, why did you agree to book it in on a Tuesday?
For the most part, I was happy with their service. It never felt "great" but they did resolve a number of issues for me and I would have continued using them except for one thing :
I got a quote for having soft close doors fitted - and they were literally double two other official McLaren service centres. Ascot quoted over £2k, everywhere else was quoting half that. I also wanted TPMS fitted - and again, the quote was insanely expensive.
It is unlikely I'll return to Ascot, but I do use Guildford and may use New Forest in future too.
Their after sales was excellent in some areas - I noticed some issues with the finish on my wheels when I got the car home, and this was taken care of (wheels refurbed).
I did find it annoying when I booked my car in for warranty work and was told I would be called back on a specific day - and wasn't. I also found it annoying that I booked the car in on a Tuesday - and when I called for an update on Wednesday afternoon was told the car was due to be looked at on Thursday. If you weren't going to look at it until Thursday, why did you agree to book it in on a Tuesday?
For the most part, I was happy with their service. It never felt "great" but they did resolve a number of issues for me and I would have continued using them except for one thing :
I got a quote for having soft close doors fitted - and they were literally double two other official McLaren service centres. Ascot quoted over £2k, everywhere else was quoting half that. I also wanted TPMS fitted - and again, the quote was insanely expensive.
It is unlikely I'll return to Ascot, but I do use Guildford and may use New Forest in future too.
I use McLaren Manchester despite Leeds and Glasgow being geographically closer to Newcastle.
I bought my May 2017 570s new from Manchester and have never had any major issues with them (or indeed the car), just general decent service and overall I've been pleasantly surprised by the costs. I feel a loyalty to Manchester that has been reciprocated.
Dealers need to make their customers feel loved, proper follow-up calls (and not just trust-pilot style ratings), proper benefits with either occasional hospitality or car-launch invites, little discounts on the bills, and nice bonus touches. So far Manchester has been good.
As far as what you can do better, do the servicing better overall. Work harder to ensure that Thorney don't have opportunities to show photos of under-tray bolts missing, of geometry that hasn't been properly set-up, of faults that haven't been fixed. Show that the dealer servicing is better than the independents, more thorough, and with factory updates (including sat-nav!!!) included.
The main dealers have a vital role to play in changing the perception of our cars. Getting things 100% right 100% of the time should be your minimum standard.
I bought my May 2017 570s new from Manchester and have never had any major issues with them (or indeed the car), just general decent service and overall I've been pleasantly surprised by the costs. I feel a loyalty to Manchester that has been reciprocated.
Dealers need to make their customers feel loved, proper follow-up calls (and not just trust-pilot style ratings), proper benefits with either occasional hospitality or car-launch invites, little discounts on the bills, and nice bonus touches. So far Manchester has been good.
As far as what you can do better, do the servicing better overall. Work harder to ensure that Thorney don't have opportunities to show photos of under-tray bolts missing, of geometry that hasn't been properly set-up, of faults that haven't been fixed. Show that the dealer servicing is better than the independents, more thorough, and with factory updates (including sat-nav!!!) included.
The main dealers have a vital role to play in changing the perception of our cars. Getting things 100% right 100% of the time should be your minimum standard.
I use McLeeds who are 70 miles away but not McManchester who are 5 miles from me. Manchester made me wait for several days for a test drive but happily drove my potential part ex right away.. Leeds come get my car in a covered loader and have been flexible and do every favor I ask for, unlike Manchester who made me feel like they were doing me a favor by accepting my business.
I bought my 570S from McBristol and can't really fault their service - A/C compressor failed after owning the car for less than a week and the guys at Bristol organised a covered collection from London, with the car being back to me within a week.
Unfortunately recent alarm issues have not been so speedily dealt with by a more local dealer (with Bristol even getting involved in an attempt to speed things up), and this seems to be the major issue with McLaren aftersales I can see - they are overwhelmed (partly due to covid I understand) so cannot either a) quickly fix an issue where the car cannot be used or b) provide a like for like courtesy car to negate the long wait times...
Unfortunately recent alarm issues have not been so speedily dealt with by a more local dealer (with Bristol even getting involved in an attempt to speed things up), and this seems to be the major issue with McLaren aftersales I can see - they are overwhelmed (partly due to covid I understand) so cannot either a) quickly fix an issue where the car cannot be used or b) provide a like for like courtesy car to negate the long wait times...
I genuinely hope this thread is restricted to actual owners or otherwise the usual suspects will turn up and de rail it with hearsay and mac bashing.
Also for balance we don't want it be a defensive thread by owners suggesting everything is rosey when its clearly not.
Valid points from owners may get listened to and who knows its either a young new enthusiastic service manager at a official or dealer or could be a graduate at woking HQ.
Also for balance we don't want it be a defensive thread by owners suggesting everything is rosey when its clearly not.
Valid points from owners may get listened to and who knows its either a young new enthusiastic service manager at a official or dealer or could be a graduate at woking HQ.
McLaren Leeds for me.
Bought a brand new 600LT Spider and pointed out a number of issues on collection. Was told they would be rectified by my local dealer (Hatfield) when I got home.
On getting the car home noticed a few more issues and made the dealer aware of them too. They told me to leave it with them as they were speaking to Hatfield.
After a week I called Hatfield myself who advised that Leeds had never called them at all. I asked Leeds why they had been lying to me and they responded "before we will do anything the vehicle needs an independent inspection which can take up to 8 weeks", they then started ignoring me. At this point the car was a few days old and I had in writing there were issues on collection. Had to get the solicitor involved and only after an independent inspection which, in his words "This is the worst condition I have seen a brand new car" and "I have taken more pictures of the issues with this car than my last seven combined" did they finally agree to refund.
The car is back on their website and from the pictures I can see that some of the issues (I suspect all) still remain.
Sad as it was the best car I have driven.
Never ever again.
Bought a brand new 600LT Spider and pointed out a number of issues on collection. Was told they would be rectified by my local dealer (Hatfield) when I got home.
On getting the car home noticed a few more issues and made the dealer aware of them too. They told me to leave it with them as they were speaking to Hatfield.
After a week I called Hatfield myself who advised that Leeds had never called them at all. I asked Leeds why they had been lying to me and they responded "before we will do anything the vehicle needs an independent inspection which can take up to 8 weeks", they then started ignoring me. At this point the car was a few days old and I had in writing there were issues on collection. Had to get the solicitor involved and only after an independent inspection which, in his words "This is the worst condition I have seen a brand new car" and "I have taken more pictures of the issues with this car than my last seven combined" did they finally agree to refund.
The car is back on their website and from the pictures I can see that some of the issues (I suspect all) still remain.
Sad as it was the best car I have driven.
Never ever again.
petjam said:
McLaren Leeds for me.
Bought a brand new 600LT Spider and pointed out a number of issues on collection. Was told they would be rectified by my local dealer (Hatfield) when I got home.
On getting the car home noticed a few more issues and made the dealer aware of them too. They told me to leave it with them as they were speaking to Hatfield.
After a week I called Hatfield myself who advised that Leeds had never called them at all. I asked Leeds why they had been lying to me and they responded "before we will do anything the vehicle needs an independent inspection which can take up to 8 weeks", they then started ignoring me. At this point the car was a few days old and I had in writing there were issues on collection. Had to get the solicitor involved and only after an independent inspection which, in his words "This is the worst condition I have seen a brand new car" and "I have taken more pictures of the issues with this car than my last seven combined" did they finally agree to refund.
The car is back on their website and from the pictures I can see that some of the issues (I suspect all) still remain.
Sad as it was the best car I have driven.
Never ever again.
That is outrageous, what on earth were Mac Leeds thinking ?????? They should of spotted any problems at PDI and before delivery, shoddy work.Bought a brand new 600LT Spider and pointed out a number of issues on collection. Was told they would be rectified by my local dealer (Hatfield) when I got home.
On getting the car home noticed a few more issues and made the dealer aware of them too. They told me to leave it with them as they were speaking to Hatfield.
After a week I called Hatfield myself who advised that Leeds had never called them at all. I asked Leeds why they had been lying to me and they responded "before we will do anything the vehicle needs an independent inspection which can take up to 8 weeks", they then started ignoring me. At this point the car was a few days old and I had in writing there were issues on collection. Had to get the solicitor involved and only after an independent inspection which, in his words "This is the worst condition I have seen a brand new car" and "I have taken more pictures of the issues with this car than my last seven combined" did they finally agree to refund.
The car is back on their website and from the pictures I can see that some of the issues (I suspect all) still remain.
Sad as it was the best car I have driven.
Never ever again.
If it meant delaying handover then they should of been upfront and transparent with you.
Another McLaren customer lost for good no doubt
WilliamWaiver said:
petjam said:
McLaren Leeds for me.
Bought a brand new 600LT Spider and pointed out a number of issues on collection. Was told they would be rectified by my local dealer (Hatfield) when I got home.
On getting the car home noticed a few more issues and made the dealer aware of them too. They told me to leave it with them as they were speaking to Hatfield.
After a week I called Hatfield myself who advised that Leeds had never called them at all. I asked Leeds why they had been lying to me and they responded "before we will do anything the vehicle needs an independent inspection which can take up to 8 weeks", they then started ignoring me. At this point the car was a few days old and I had in writing there were issues on collection. Had to get the solicitor involved and only after an independent inspection which, in his words "This is the worst condition I have seen a brand new car" and "I have taken more pictures of the issues with this car than my last seven combined" did they finally agree to refund.
The car is back on their website and from the pictures I can see that some of the issues (I suspect all) still remain.
Sad as it was the best car I have driven.
Never ever again.
That is outrageous, what on earth were Mac Leeds thinking ?????? They should of spotted any problems at PDI and before delivery, shoddy work.Bought a brand new 600LT Spider and pointed out a number of issues on collection. Was told they would be rectified by my local dealer (Hatfield) when I got home.
On getting the car home noticed a few more issues and made the dealer aware of them too. They told me to leave it with them as they were speaking to Hatfield.
After a week I called Hatfield myself who advised that Leeds had never called them at all. I asked Leeds why they had been lying to me and they responded "before we will do anything the vehicle needs an independent inspection which can take up to 8 weeks", they then started ignoring me. At this point the car was a few days old and I had in writing there were issues on collection. Had to get the solicitor involved and only after an independent inspection which, in his words "This is the worst condition I have seen a brand new car" and "I have taken more pictures of the issues with this car than my last seven combined" did they finally agree to refund.
The car is back on their website and from the pictures I can see that some of the issues (I suspect all) still remain.
Sad as it was the best car I have driven.
Never ever again.
If it meant delaying handover then they should of been upfront and transparent with you.
Another McLaren customer lost for good no doubt
Why would a car ever leave a car factory like that?
Why would the build process result in such a car?
Even then, why wouldn’t it be picked up at the end of line inspection?
Thank you all, these are helpful comments. Not being able to provide like-for-like loan cars is a good point, it's a big frustration for us too.
As a dealer we obviously hear about your more serious concerns, as well as your positive feedback, but we rarely get to hear about the little niggles that make a difference to you and these are the things that are easiest for us to iron out. So thank you for the interesting read and please keep your comments coming!
As a dealer we obviously hear about your more serious concerns, as well as your positive feedback, but we rarely get to hear about the little niggles that make a difference to you and these are the things that are easiest for us to iron out. So thank you for the interesting read and please keep your comments coming!
TheSilverSwoosh said:
Hi all!
I work for the aftersales department of a McLaren main dealer (which shall remain nameless!) and I’m trying to get an insight into how we can improve our service.
Any thoughts you can offer on your frustrations with McLaren main dealer service departments, or things you’ve experienced that have stood out as being particularly good: I’d love to hear about them below. I'd also be interested in hearing if you use an independent, what your reasons are for doing so. Additionally, if you don't use your closest dealer, why is that?
I’m sure a lot of you use us so hopefully you’ll see any feedback you give brought to fruition in the coming months.
Thanks in advance!
When I was considering buying a McLaren I made contact in person with two dealers Hatfield and London. My ask was for a short test drive to my home (max 90mins round trip) in a stock or demo McLaren to see if it would fit in my garage (offering to be accompanied by a salesman or staff member). Both times I was told they have no cars they can use to support the test drive. After chasing a couple of times I gave up.I work for the aftersales department of a McLaren main dealer (which shall remain nameless!) and I’m trying to get an insight into how we can improve our service.
Any thoughts you can offer on your frustrations with McLaren main dealer service departments, or things you’ve experienced that have stood out as being particularly good: I’d love to hear about them below. I'd also be interested in hearing if you use an independent, what your reasons are for doing so. Additionally, if you don't use your closest dealer, why is that?
I’m sure a lot of you use us so hopefully you’ll see any feedback you give brought to fruition in the coming months.
Thanks in advance!
Edited by TheSilverSwoosh on Thursday 8th October 08:36
I bought from elsewhere after this.
WilliamWaiver said:
I genuinely hope this thread is restricted to actual owners or otherwise the usual suspects will turn up and de rail it with hearsay and mac bashing.
Also for balance we don't want it be a defensive thread by owners suggesting everything is rosey when its clearly not.
Valid points from owners may get listened to and who knows its either a young new enthusiastic service manager at a official or dealer or could be a graduate at woking HQ.
Do you own one ?Also for balance we don't want it be a defensive thread by owners suggesting everything is rosey when its clearly not.
Valid points from owners may get listened to and who knows its either a young new enthusiastic service manager at a official or dealer or could be a graduate at woking HQ.
Jules360 said:
Do you own one ?
Technically NO at this point of the month hence not offering a comment even though I have done extensive research over the last 18 months.I am counting the days though and its already booked in with Thorney motorsport for sports cats and BMC air filters, No remap at this stage as I dont feel the car needs it
justin220 said:
I'll start. McGlasgow have been superb with mine over the last 2.5 years. Nothing is ever an issue, and always prompt with communication and never had any delays when work is being done.
Two things I do miss from my Aston Martin days.
1. Car being collected on a covered trailer for warranty/servicing. Not only saves me the hassle of a drop off and pick up trip, but also saves the miles on the car.
2. This one is more at McLaren themselves rather than McGlasgow, but if a car has to go in for a lengthy repair, such as corrosion panels etc then a like for like loan car should really be supplied. This is two fold, it looks after your current customers and might even tempt them into an upgrade. Spending 5-6 weeks in a 520d hire car isn't how most imagine McLaren ownership.
The same experience I have had from the team at Glasgow.Two things I do miss from my Aston Martin days.
1. Car being collected on a covered trailer for warranty/servicing. Not only saves me the hassle of a drop off and pick up trip, but also saves the miles on the car.
2. This one is more at McLaren themselves rather than McGlasgow, but if a car has to go in for a lengthy repair, such as corrosion panels etc then a like for like loan car should really be supplied. This is two fold, it looks after your current customers and might even tempt them into an upgrade. Spending 5-6 weeks in a 520d hire car isn't how most imagine McLaren ownership.
Scott, Lee and Anita always make me feel like a vip whenever I go there and its just plain old me in jeans, t shirt and trainers.
Small things like Anita remembering my kids names a week after I was through with them previously was a very nice touch.
A covered trailer for collection drop off is nice and what Ferrari offered me previously, but i guess it has to be paid for somehow and the service costs are expensive enough.
A courtesy BMW is fine by me when its in for a service, but would be a great gesture to stick you in a Mac for when warranty work is being undertaken for both inspiration to upgrade, and also to ensure the work is carried out as quick as possible.
It is very surprising to hear some dealers are pretty poor, but i can only assume as these forums are read by dealer principals whom are also very active within the MOC, thats gradually changing.
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