Talk Morgan Forums Morgan Sports Cars Morgan Aero 8, 2012< Plus 8, SuperSports, Coupe & Aeromax S5- Paint Issues

This is NOT good customer service, no excuses (even if it is a small car company?)

I am sorry to report that my experiences of the time it took for the factory to turn around the warranty repairs was often similar to this. If you want to make it happen organise regular calls with them for updates until they realise you are not happy.

I think the point, that Morgan seem to consistently fail to recognise, is that as a 'valued' customer you shouldn't have to go through that process Alistair. Particularly having spent +£100k on a car!
The Morgan scale of post-sale customer service seems to range from, at best, indifference to, at the other end, contempt (with not much in between!).

At one point I lost my temper and sent a very rude email to Steve due to utter frustration. I know they are well intentioned but it is an area of the company that needs significant investment and more focused leadership. Both were nearly replaced with a 2010 Bentley Brooklands Coupe.

The Coupe is so utterly beguiling that it's regular troubles keep its head just above water. The lack of backup leaves a nasty taste. A recent experience with something as simple as a cooling hose was a farce.

The tragedy is that it probably doesn't need a massive investment, they could probably hugely improve matters by simply setting up a Project Support Office and employing someone to keep warranty customers updated with progress.

A simple email like "Hi, we ordered your widget from the manufacturer this morning. Delivery is expected on Friday. We will provide you with an update by 17:00 on Friday" would go a long way to alleviating concerns - so long as the communications are regular and the schedule is adhered to.

More or less any PM-type task-based software would make this a doddle to manage. I'd go for something like Teamwork which some of my ex-clients are using very successfully.

The reality is Tim that sharpening up on the pre-delivery quality control and after-sales service would in all likelihood probably actually save them money in the long-run!

Probably a stupid question but do Morgan ever go to the members of MSCC and ask for feedback which could easily be a recently retired member of the Morgan work force who would only cost a couple of pints of bitter!

Absolutely. Been proven time and time again in industry. The Japanese figured all this stuff out with J Edwards Deming over half a century ago.

I find it literally incredible that some modern manufacturers still don't buy into the concepts and insist on operating at what the Capability Maturity Model describes as Level 0 or 'Individual Heroics'.

A couple of years ago they held 3 focus groups of TM members - 1 each for Classics, 3 wheelers and Aero cars. I went to the one for Classics and was impressed that Steve Morris chaired it and several of his team were there taking lots of notes.

Paying lip service I think. I could be in the market for a new Morgan once they release details at next years Geneva show as I really am quite excited about what is coming. But there’s no way I’m going to commit to spending that sort of money for poor quality control and the indifference they show to customers. I feel sad saying that having worked there and have a lot of respect for Steve Morris.