I also was part of the M3W feedback group meeting chaired by Steve Morris. I was far from being a satisfied customer at the time and felt similar disappointment to those with these paint issues. My impression was that Mr Morris did care passionately that customers were satisfied. I don't think it was lip service.
I came away from the meeting however feeling that not all the assembled management team that I met were on the same page as Steve Morris. I felt they were perhaps letting him down. A couple of them just didn't seem to "get it" and almost refused to accept there were any real issues.
What surprised me was they didn't know what each model line was costing in warranty claims. Well they said they didn't! So as many have already said it seems to be partially a resource issue along with no actual system in place to manage customer satisfaction.
Yes they do a great job making some fantastic cars but things can and do go wrong - its how its dealt with that matters - and learning from it.
Having said that I know trad owners who have experienced great after-sales care from the factory.
Regarding paint issues on the S5 -
I think i recall that of the time of the TM factory visit in winter 2016 there was quite a few unpainted bodies laying around while they perfected the front suspension? Production was delayed at the time and was causing some stress on company cash flows? Perhaps the extended wait and maybe resulting rush to get them through production has helped cause the issues?
Seems all very sad really - my Oct 2015 4/4 paint has remained in brilliant condition so I know the factory can-do a fantastic paint job. I really feel for the guys waiting weeks and months for news/return of cars. Such a disappointment. I'd be very tempted to go down for a factory tour and get answers - direct from Mr Morris if possible, who I know does care.
Last edited by andymot; 15/12/18 11:36 AM.
