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

Except that, as above with the Golf, the dealer would get a quick response from the factory, one would hope, instead of no response.

Its all about a first reaction. Not about a final answer.
MMC don't even attempt to react.

For first reaction and final answers we have this great TM forum. MMC just supplies the cars, often cars with bugs and flaws.

Without this forum I would have returned my M3W within short time after purchsae and I would have never got my 4/4.

I'll just throw in my "me too" for disappointment with Morgan customer service. It's one of the main reasons I won't ever be buying another Morgan. I can deal with low reliability but useful and responsive customer service. And I can handle great reliability with poor customer service. But low reliability combined with poor customer service is just a disaster. And not at all acceptable in a premium product.

There's kind of a feedback mechanism going on here, I think:

1. Morgan build cars that lots of people want to buy
2. They ramp up production to meet increased demand
3. This puts stress on their resources so they can't provide decent service
4. People get pissed off and decide not to buy another car
5. Demand falls back, so they don't produce as many cars
6. This de-stresses resources so service improves
7. Reputation improves and demand rises again, cycle repeats

It's possibly something like that, but there's a catch, and many good brands have fallen because of it: good reputations take years to build, and days to be ruined.

Completely agree with your statement there Mario as an almost universal rule, but there is yet another catch.

I've mentioned in previous threads that my father found Morgan's service to be woeful in the 1950's, 60's and 70's along with their quality. They used the term craftsmanship, he said workmanship at best. As a mechanic he had dealings with virtually all of the British brands. Morgan were always firmly bottom of his pile and it really annoyed him that my mother loved Morgan's.

So the catch, and question, is this; How the hell do they still keep getting away with it?

I'm not sure they are getting away with it. Mere survival isn't the only measure of success.

If you asked the Right Honourable Peter Morgan if he'd like to make even more money, I'm fairly sure he'd answer in the affirmative. That he cannot see the correlation btwn the reputation of his namesake company and the goal of maximizing income/profits is incomprehensible. Responsiveness costs pretty much nothing, they already have staff responsible for such matters. Returning e mails or phone calls, providing adequate dealer support and making sure dealers provide adequate customer support is essential to modern business. The issue is either the quality of the folks they already have in place to handle these matters or arrogance by upper management.

MMC isn't VW, the product and the customer are entirely different, the expectations are entirely different, and the responsiveness should be as well.

Having had several dealing with Steve Morris, I would say that he couldn't be trying harder to improve the company, but I feel he is being let down by some of his managerial staff, who are either to busy to do their jobs properly or don't care, either way it leads to the sort of comments in this thread, non of which are positive.

I have to admit that getting answers to simple questions, and getting compete information has been far more of a struggle than it needs to be. I am involved in customer service for a living, and I am probably extra aware of when I am not being treated the way I am expected to treat my customers.