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The whole thing seems unbelievable. Here is a cut and paste for any doubters word for word:

Hello,

Thank you for your email.

We do not have a customer services department, perhaps you could briefly explain your query and I can direct you to the relevant department?

Kind Regards,

******

****** *****
Visitor centre manager
Morgan Motor Company Limited
Pickersleigh Road
Malvern Link
Worcestershire WR14 2LL

So here I am looking forward to a touring holiday in a few weeks. Guess the M3W will sit in the garage and the M3 will come out to play at what it is good at, a GT eating up the miles and a de tuned comfortable racing car with the roof down as required. The thought of having to be recovered from France or Switzerland and ruining a holiday is just too big a risk.
So back to having a car which will only ever be for fine weather runs not to far from home or put it on the trailer and head for parts of the UK that have great roads.
But the bad taste in my mouth will last.
Wish I had bought a Grinnall Scorpion 3 for a quarter of the price with a reliable BMW drivetrain. Not much style but flies in the teeth.

It looks as though they don't have a dedicated customer services office, but they do have a front of house person who is trying to assist in finding who can best deal with your complaint.

Have you responded to their question?

Morgan would easily pass a 90001 audit, they only have to prove they have a process for taking compliants back to improvements in design/production. They do this: eg new plus 8 had compliants about the steering last year, new steering intoduced this year. Morgans are continiosly improving just Not as fast as some would like.

Absolutely. What's wrong with that response?

Surely all a customer service rep would do is liase with the relevant department once they know what the problem is. Which appears to be what they are trying to do.

Whilst I understand your frustration you will need to work with them if you want a prompt response.

Absolutely, because neither my 911turbo or my Dodge Ram broke down on me

Personally I think the M3 makes more sense for that journey anyway.

I got the same response when I asked about a speedo calibration issue on a new 4/4 - and I was delighted. I ended up speaking to a technical guy who figured out the issue from the build spec (a non-standard installation as it turned out). I was given information to recalibrate it myself if I was feeling clever (I wasn't) or to share with a Dealer if I preferred.

You may wonder why I started with the factory - it's because they performed a factory collection PDI.

I can't think of anything else I have ever bought where I could call the factory (rather than the supplying retailer) to resolve an issue. Even if Morgan don't call this 'Customer Services' how can this willingness to talk to end-customers be a bad thing?

To me Morgan's response seems honest, helpful and refreshing. They are trying to put you in touch with somebody who will know the answer, not read from a script, tell you to shut it down and reboot (in hope) - OK I made the last one up but you get my point....

I'm inclined to agree. I've spent all my working life dealing with car manufacturers who increasingly became so self-important that sometimes they fail to see why they should share information with their dealers - let alone customers. Morgan's response in this instance seems more than reasonable (if a little slow in coming).

I guess Morgan are beginning to fall between two stools: too big to be a "cottage industry"; too small to have the full panoply of management BS the big boys hide behind. Thank heavens for that

But I do think someone up there needs to be careful not to take us little folk for granted. Just responding to an email/voicemail makes all the difference.

I've been contacted by the new manager of the spares department at MMC and he has asked me to pass his direct contact details on to Donald. Equally, he has stressed that I am welcome to give his details to anyone else who he can be of assistance to. I don't think you can say fairer than that and again, it illustrates to me that, MMC do care about the customer experience and are trying to improve when they get it wrong.

Great result.