Talk Morgan Forums Morgan Sports Cars Morgan Plus Four, Supersport & Plus Six (CX & CXV Generation Vehicles) Safety Recall - Brakes

In this case, the bitterness of poor quality will not be forgotten and I don't think buyers enjoyed any sweetness of low price......

The only thing that matters is NPS as my US friends would say. You get the NPS right your business goes the right way.

Net Promoter Score https://www.netpromoter.com/know/

All judgements need to be based on how the customer would present you in a meeting with the people they care about. If it contributes to a positive rating then you have made the right choice. You empower your people to consider this decision in actions they make with each customer every single day. Give them boundaries at which they justify the recommendation to management for support.

If you are pitching a company based on a story of history, morals, family, factory visits to see genuine people making little mobile bits of history then make it real. Or you lose your staff respect as well.

Over communicate when you drop a plunky.
Be clear and considerate of the position you place your customers in, not just the issue.
Work out how you can make it up to them even with a small action in the future.
People love someone who makes the effort to recover from an issue.

GEE, where have I heard that before.....?

A very worthwhile post Alistair

It is not so much that you have an issue with your new toy, or any purchase for that matter, but the way the fault is handled by the vendor
That's where my Morgan experience got ugly.....

My post from April 2013...
Customer service...

Morgan's reputation is being decided right now. Mistakes can happen, even if it is very annoying and has disappointing consequences. The important thing is to deal with such events, it is today that will go down in history...either as the day of unconditional immediate help for all customers with optimized long-life replacement parts or as the day where paralysis of action from a mixture of fear of expenses and concern of a smaller profit takes over. We can only hope that the right decision will be made because otherwise today's cheap solution will become tomorrow's very expensive one including loss of confidence and loss of sales. Well, this thread will certainly be read at MMC.

Edit. I had not seen Alistair's post yet but it goes to the same direction. And very true, the impact on employee ethics is also an important factor.

Good Morning,


recalls are the result of cheaper and cheaper and cheaper production and earn more money for a pricles product. All companys have recalls. MB has a 1 Mio. Car recall with the master brake cylinder.

It seems to follow a pattern here - Charles M gets sacked, M3W problems, new CX platform, InvestIndustrial, Radiator issues, Brake recall - all seem to signal the imminent death of the company.

How many companies have gone under following a stop/recall?

I'm thankfully unaffected, but I can understand the frustration and annoyance, particularly if you rely on your Morgan as a daily driver. However, the alternative (possibly brake failure/crash/death/insurance payout) would have more far reaching consequences.

Fingers crossed they find a decent solution, and action repairs/returns quickly and effectively so everyone can get back to enjoying their cars until the next problem

I don't want to excuse morgan because i am very upset about the interdiction of driving the car. But about the quality if you look close the plus four , the quality is there , the car is very well build , when i saw the plus six in Genève i took a closer look at the suspension ,the chassis , the wood ,the interior finish.The car is a lot better than any trad. Now a part with a cost of 100 euro is blocking us. Does that mean that Morgan will go in bankruptcy , i dont think .

I think it all just boils down to the difficulty (impossibility?) of making hand-built products to a sufficient quality whilst keeping the price affordable.

It's perfectly possible to hand-build cars of impeccable quality in every respect, but the time and costs involved in doing so would push the costs into territory where only millionaires could afford to buy them.

On the other hand, it's possible to mass produce stuff to perfect quality and consistency, but then you need to exploit economies of scale and use automated systems to eliminate human error - and more crucially you need complete control of the entire production process. Buying in components is a risky business and you need the clout to make sure your suppliers conform absolutely to your quality standards. If even manufacturers like Porsche and MB get caught out now and again, what chance have MMC got?

MMC are not only treading this narrow and tricky path but are also having to deal with increasingly restrictive legislation - just imagine how easy it would be for them if they could produce cars to the same standards as 20 years ago. Their production costs are rising and pushing their products into the zone where their customers are less tolerant of sub-optimal performance. I don't envy them.

'
There's an old phrase/saying 'don’t spoil the ship for a ha’p’orth, or a halfpennyworth, of tar' means don’t risk the failure of a large project by trying to economise on trivial things.