Talk Morgan Forums Morgan Sports Cars Morgan Three Wheeler & Super 3 Ownership so far

Customer satisfaction survey, now that would be so interesting.........

Not having any sort of customer service department/personnel is an extreme under-sight for a company which relies heavily on its consumers to bring a greater number of customers to them and professes an open door type ethos.

I love Morgans, so I hate to see the company shooting itself in the foot over something which could so easily be remedied.

I couldn't agree with you more deano...

However..At the end of the day, Morgan is doing pretty well operating as they have been. Orders for the 3Wer are doing great, and from what I can tell, the trads and the Super Sports are selling pretty well too!

I suspect that until there is a groundswell of people not ordering Morgans because of poor customer service, that nothing will change.

But I don't think that will happen soon. Let's face it, these cars, all of them, trads, 3Wers, and SS's are weekend toys for us, more reliable than vintage MG's or Healey's, but less reliable than Nissan's or Chevy's...We're all willing to put up with a fair amount of "fettling" of these cars, just as we would with an old Triumph.

Morgan occupies a niche with people like Factory 5 (Cobra Replicas) and Caterham. If you talk to owners of those cars, they have as many, if not more, problems than Morgan owners.

But let's see how I feel when my car arrives and it has a screaming bevel box, brutal bump steer, a dead rectifier, and has the exhaust fall off!

Hahaha
My m3w mid october built,I'm worrying as well with the issues you brought up..

@Mike - Im not saying that they dont have it, but from what people have said, it would appear they dont.

As is. I get that they have a number of orders still in the woodworks, but honestly if people begin to withdrawal their orders as they get scared away from some of the horror stories, thats bad for business.

As usual, you generally only hear about the bad thing going wrong with any consumer items and most of the people who have no problem with the item never mention it. However, it would take very little to appease such rabid fans as those found in the Morgan community, which is why hearing story after story like this is shocking.

I'm surprised that Charles doesn't have someone patrolling these threads and making sure that customers are happy.

It happens with (for example) Ford in America and one or two other manufacturers in Europe.

I've been waiting for a part for my 3.7 (a new car) for a month... It's a warranty item. Pretty hopeless when other (foreign) manufacturers can get you a part in 24 hours.

As someone remarked a few months ago, it's us loyal band who support the brand despite these shortcomings.... But how long will that last?

ISO standards are awarded to companies that have repeatable processes for design and manufacture. They do not take account of how well the product works! So if Morgan have a warranty process they will meet the ISO standard.

That gave me the biggest laugh I have had in years.

Neil

There is a big difference between de-bugging a new Morgan, and taking on one that has been de-bugged. It's often been said that it can take up to two years to get things sorted. Mind you that time frame is in respect (usually) of a low mileage/low use car.
It doesn't put me off a new one. The cost does that.

We have always had a common sense element on the site, it is great to love them but this is still a business and taking customers money.

My worry is that I came to this by buying a second hand Aero. We hear all of the comments around high number still on the road and how the older cars are still loved and maintained. I experienced a great group of people, a wonderful experience and great resale. To be frank better than a pension fund and not far of a savings account !

I do worry that if someone comes into Morgan ownership through the M3W and has a bad experience they walk away and the second hand market sees a glut leading to loss in resale value.

If they have a great experience then they progress to a +4 or Aero secondhand and finally something new from the factory. It is the sliding scale of spending. 318d company car ends up in an M5 or 535d in the same way.

It is not so difficult to win a customer when you have such a wonderfully differentiated product in such a bland market. Witness the Alpina (not a poorly run company by any means) vs SS thread. Alpina would be a good "back to the floor" for Charles and the team perhaps. Sold through BMW dealers, significant niche identified in a huge scheme. If anything more difficult to achieve.

This thread sees a few people speak up who have been quiet before. Poor response, poor communications, lack of attention to detail, rushing design/testing/production. Worrying. If they are going to skimp on design/testing then they need to overcompensate on follow up.

I don't doubt their personal commitment and investment in the business but with the growth in M3W and diversion of resources it is going to burp if they are not careful. A short term contract staff and process may be something that would benefit them for this bubble of M3W business ?

I have suffered from the factories errors in the past and it left a very dirty taste in my mouth.