The recent fire of an electric vehicle allegedly caused by a software update has understandably created concern around the safety and reliability of today’s automotive technology. The vehicle was towed into the shop after a major problem developed with a customer purchased vehicle. This forced the dealership to open an investigation that took over 6 weeks. This delay has not only killed the owner’s redevelopment plans but led to a significant cost burden for repair.
The owner’s report that the fuse had blown is where the trouble begins. The Automobile Association (AA) subsequently towed the car to the dealership. The AA swiftly deployed a transporter to transport the car to the main dealer. This was due to the owner having a brake failure incident themselves while driving. Vehicle owned by owner then crashed into police transport vehicle, creating police safety concern.
After taking delivery of the vehicle, the dealership was not able to duplicate the issue after an initial investigation. Six weeks later, the car was still at the dealership while they’d started a deeper dive. This time, the dealer’s team went through the entire investigation once again, including a 25-mile test drive with the customer using various public charging points. Although this investigation was diligent, no failures were found.
“MG treats all issues where a malfunction may have potentially occurred as a priority. No malfunctions with any of the relevant in-vehicle equipment, or the ability to charge the vehicle using various systems, were detected on the car.” – MG
The AA came to the rescue, footing the £2,500 bill for repair. This unprecedented decision raised the stakes tremendously. This decision highlights the growing partnerships between auto OEMs, services and dealerships in ensuring customer problems are addressed. It underscores the need for accountability and transparency in such statutory cases.
The dealer went over this with a fine toothed comb. What they discovered was that a mistake had indeed been made, but it was not the fault of the vehicle. This indicates that user error or external factors played a role in the reported malfunction.
“MG, and the authorised dealership, having carefully examined the vehicle, have concluded that an error occurred not related to the car. We will continue to support the customer with information and advice.” – MG
Their customer service dedication is clear from the dealership’s rapid response and thorough investigation, which shows they want to make things right. The ongoing assistance initiative from MG is supposed to give customers peace of mind that their vehicles will be dependable.
As it stands, the customer’s electric vehicle sits at the dealership as conversations continue to take place about the incident. The recent incident underscores some of the challenges and complexities surrounding electric vehicles. It further highlights the need for and benefits of timely and complete public investigations when these malfunctions occur.