Talk Morgan Forums Community The Malvern Arms Morgan Motor Build Quality and Customer Support

I have sympathy having written letters myself to both the managing director and chairman concerning an issue I had (nothing to do with build quality) earlier this year. No response was received.

One thing that is not clear here is, has he taken the car back to the dealers to get it sorted?

No it's not clear John but I would think it's not roadworthy due to this statement - "The car has exhibited electrical problems such as the horn sounding erratically and headlights and indicators having a mind of there own".

I certainly wouldn't be driving it in that state.

Jays I believe you walk a fine line here.

Technically and legally his contract is with the dealer and dealers is with the factory. Morgan sell on the brand of close family-like engagement. You can visit the factory. You can attend TOTH and meet them. People from the factory engage on the forum openly. I like this. It is part of why I bought the Coupe and Morgan in general.

This does mean that the factory is opening the door to requests for support and help when things get fluffy. To say speak to your dealer feels a little like selective engagement which is not good for long term trust. A Lot of Morgans brand value is that "forever" proposition. Once people have bought into owning a Morgan I doubt they are ever without one again. Being dorked around having spent £90,000 is a good chance of stuffing that.

I agree from experience that communications with Morgan can be variable. Despite my personal experience I still love everything about the cars and people. I know what it feels like to be overloaded and so bite my tongue from time to time.

Whats the root cause, poor communications on top of technical faults ? The comms can be fixed more easily than the faults I suspect.

Turn this around. If you had passed over £90,000 of your own money and bought into the family engagement how would you feel if this happened. I would feel like someone had peed on my dog. I bet Steve remembers an email I sent to him some time back.

I bet a quite a few people on this board are nodding their heads like Paul and I but being very British and supportive of Morgan. I am glad about this as we have seen great strides by the factory in the last few years.

No doubt things are improving as we see almost no emails like this on the forum compared to a few years ago.

Clearly they are embarrassed to raise this as someone has had to do it on their behalf. For me this is a sign that the level of engagement they feel with the factory needs respect? If as you say they should be working with the dealership why is it still outstanding as this can only be an issue for Morgan in one of two ways.

1. The dealer is not getting the support of the factory to resolve it.
2. One of your dealers is failing your customer and needs a knock.

Lets also push the issue a little further. If the electrics do switch off whilst the car is doing 80 on the motorway the customer is potentially dead and Morgan are potentially in court. I know how it feels when the electrics all switch off at 60 on a B road. Its unpleasant.

As I say above - it is clear the factory are continuing to improve. Sorry if anyone reads this in a negative manner. I put my money where my heart is.

This sounds very familiar to my old 3W issues.

Has the car been returned to the factory via the dealer yet. If these faults cannot be rectified by the dealer.

Each party (as in dealer & manufacturer) has to be given the opportunity to rectify the faults.

But as others have said, more questions than answers at this stage.

Hope your friend gets it sorted I know it can be very frustrating. I'm pretty certain MMC will do that, albeit a little slow for his liking.

I'll stick with my previous comment....the first port of call is the dealer.

100% correct too.

Sorry Jays. I apologise if this seemed directed at you. It was not intended in that manner. You are right it is with the dealer but that appears to have been done. I guess it struck a raw nerve.

No need to apologise Alistair....I didn't take it personally. I guess that as an employee of MMC...well for another couple of months....I take the factory view. Obviously if all approaches to the dealer prove fruitless, then the factory..i.e. Steve Morris...is the next step.

PS. I ran a QA team many years ago....I have to bite my tongue sometimes.

Ha! we've all had raw nerves touched by this scenario over the years..

I can empathise with Robs emotion, I'd be exactly the same if it were a close friend of mine in the same boat. I think it's fair to say that we'd ALL be hacked off it it was you faced with an expensive purchase that didn't meet expectations, and I'm no different.

A few years ago I had issues with my M3W, and went through the process there too.

But one thing that came through all of this was that Morgan don't have a 'Complaints Dept'. I can't think of any other manufacturer that is so close to it's customer base that customers engage directly with people at the factory because they feel part of the wider family.

I do know that times have changed too, and that some great strides have been taken with quality over the past few years because of the past issues & because it's a business that needs to make a profit to survive.

If you take the emotion out of the equation for a moment, you're left with a product that has a fault. It matters not what that fault is, it shouldn't exist.

Knowing that there is a fault, here in the Uk as Jays has mentioned, the first port of call is the supplying dealer.

What concerns me from Rob's post is the phrase "He has sent recorded letters to the dealer in Little Halingbury and to the Morgan motor company.."

To me as an observer, this shows that communication has already broken down. How long has this situation been known is unclear. Presumably if it's only recent, this strikes me as an over reaction on the owners part.

This is the type of situation that usually follows many months of frustration, closely followed by litigation letters and knowing THAT process, it's easy to see why both parties will be reticent to place any more in writing.

As readers on here we don't know the background to the story, and that prompted my first comment.

Rob, I hope you can help your friend here & do some mediation if necessary chum.