A common failing that crops up when things go wrong is communications with the provider. Why is it so hard to find ways to contact a provider when sorting a problem? Finding tel numbers is extremely difficult for far too many. They rely on email, “ live chat” that is often limited in scope. I recently change the tintop. Tried phoning my insurer to give details of new car and crossover date to pick it up. No tel number except for new customers who would be given it! Breakdown/ accident reporting would’t transfer. Sent an email. Next day the reply and big errors in the data they took. Sent another pointing out the errors and complaining about no tel for quicker resolution. I got final confirmation of the correct cover the day before the car change. There’s a strong chance that next year’s renewal will be to a company with a tel number easy to find! Customer care is hugely reliant on communications yet so many ( often in the communications industry) have poor systems. For MMC their priorities should be to owners of the cars with the issues. There was a time when this was dismissive but the new owners seem to be improving things, especially after seeing the M3W problems. I hope CX owners are being kept properly informed directly or through dealers. Anything less is unacceptable. The rest of us? We will learn how it is going soon enough. Hopefully showing positive results. As well as the recall fix might there be offers of something as a good will gesture? Discounts, giveaways etc? With current fuel prices a tankfull of petrol?
