Talk Morgan Forums Morgan Sports Cars Morgan Three Wheeler & Super 3 no or slow reaction, customer service

usually I get no reaction in the first go.
so I write a second or third request - and maybe then I get a reply.

this happens regardless of whether I use the general contact form or even send an email to a specific addressee @ M.

where I work, we give customers a reply within 24 hours. maybe only that the request had been received and that someone is taking care of it. but at least one gets a reply.

cant help it - but this really leaves a bad taste in my mouth.

I have to get rid of my frustration.

SOP at MMC.

Rang them this morning for something got put through to a nice chap in paint but could not help as MMC computers gone down Hopefully back in an hour or so

Could it be the date!

I am afraid it remains a fact that MMC are not focused on customers.

I think might come from a long cultural heritage of decades when they could sell everything they could make, and so didn't need to worry about what happened after the factory gate.

Under PMs management the dealers used to put things right, often without charging MMC, out of respect for the company, (and possibly because things tended to be relatively minor). The cars were good value and bought by enthusiasts who knew how to fettle them, and would be able to make good minor problems.

This has totally changed. Morgans are now premium products, and sold to a rather different clientele. It appears to me that the current management have lacked the vision to re-orientate themselves, which is really necessary.

E-mail replies have probably been their weakest point for some time, phone calls and even letters are likely to generate a quicker response. This might have been good enough in the past but in todays market it fails to make the grade.

Many owners who have an enormous breadth of experience in this sphere have offered to help MMC, some even donating their time for the sake of helping the company survive, but they have fallen on deaf ears to date.

There is still hope that they will grasp the mettle, but maybe it needs to happen sooner rather than later.

I have also found that customer service response from MMC is none existent.
The industry I come from provides solutions to the manufacturing industry, and tech support is provided as soon as possible eg. Almost immediate response to emails or a phone call., if we can not provide advise or a solution with this response, then a technician or Sales Engineer call is given,
MMC clearly have no appreciation of customer satisfaction. This to me is by far the greatest disappointment of Morgan ownership.

I totally agree - in that the magical experience of a factory visit is totally at odds with customer service.
And its something which could so easily be resolved.

Do the emails stop at one desk and the girl cannot cope with the enquiries!
Is Steve Morris direct an option?

that's how it must be done! :-)



exactly how I feel.
and I loose the positive feeling of purchasing "again" or "another".

I don't just buy a car as hardware. I buy history, service, philosophy ....

The only other factor in this.....................

If I rang or e-mailed the VW factory about my Golf, would the experience be much different? I might get a quick holding response but I'm betting that I would be referred to my dealer and that would be it.

Yes we have greater expectations from Morgan, and I would hope that Morgan could deliver a better customer experience than the big players, but they need to have this as a priority. Communication with dealers was raised at the trad focus group, so maybe the experience will improve.