MG HS - Transmission Failure - No Replacement Vehicle

If by short period you mean 5-10 business days, that's correct. It's still Monday. You haven't taken any action regarding the ticket I opened. :) I called several times and said I wanted a response from an authorized person. I called almost every day but got zero response.

On the 9th business day, I received a call regarding the arrangement of a replacement vehicle. I don't know if the reason I received the call was because of this platform or because of the connections I involved, but as far as I understand, the statement 'We cannot provide a replacement vehicle legally before 10 business days' does not reflect the truth.

When I spoke with MG about a replacement vehicle, I clearly stated that I requested a vehicle equivalent to my own, preferably an MG HS or a new model HS if possible. Despite this, I was only offered a Dacia Duster or Renault Clio Hatchback through Rent A Car. These vehicles are not equivalent to mine in terms of segment, comfort, or value. Therefore, I rejected the vehicles offered. Afterwards, the replacement unit continued to contact Rent A Car companies and search for a suitable vehicle. This situation shows that MG Turkey does not provide its customers with the equivalent support they deserve, constantly postpones the solution, and increases customer dissatisfaction.

In my last conversation with the replacement unit, I was offered a Hyundai Bayon. However, the Bayon is in the B-SUV segment and is not equivalent to my car, the MG HS Luxury, which is in the C-SUV segment. While there are models like Hyundai Tucson, Kia Sportage, Peugeot 3008, Nissan Qashqai, Opel Grandland, and Renault Austral in the C-SUV class, offering me lower segment vehicles like the Bayon shows that MG Turkey does not value its customers enough.

In my last conversation with the replacement unit, I was informed that MG General Directorate had upgraded the recommended vehicle category for me from C segment to C+ segment. However, the vehicles given as examples for this category, such as Opel Crossland and Peugeot 2008, are actually models known as B-SUVs. My vehicle is an MG HS Luxury, which is clearly in the C-SUV segment in both the global market and in Turkey, and is positioned in the same category as models like Hyundai Tucson, Kia Sportage, Nissan Qashqai, and Peugeot 3008. Nevertheless, the vehicles offered to me are not equivalent to my car; they are clearly inferior in terms of segment, comfort, and value. The fact that lower segment vehicles are constantly being suggested as replacement cars gives the impression that the aim is to avoid Rent A Car costs rather than to ensure 'customer satisfaction.' While I am clearly requesting an equivalent vehicle to resolve my grievance, I am being delayed each time with a different excuse. Moreover, while I expect to be contacted directly by MG General Directorate, I am constantly being called back by the call center, which shows that the process is not being conducted transparently and in a customer-oriented manner. My car has been in the service for days, my grievance is increasing day by day, and still no solution equivalent to my own vehicle has been offered to me.

In a phone call made to me by the MG Turkey General Directorate, it was stated that only vehicles such as Clio, Duster, or Peugeot 2008 could be provided as a replacement vehicle for my MG HS, and that this decision was final. However, as even the brand itself acknowledges, the MG HS is in the C-SUV segment. Vehicles like the Clio and Duster are in the B segment, while the Peugeot 2008 is positioned below the C-SUV (C-Compact SUV) level. The competitors of the MG HS are vehicles like the Peugeot 3008, Nissan Qashqai, and Hyundai Tucson. In this case, the vehicles offered to me are not in an equivalent segment. According to the Consumer Law No. 6502, the replacement vehicle must be of 'equivalent quality.' There are significant differences between the HS and the Clio/Duster/2008 in terms of price, segment, comfort, and intended use. I do not accept MG Turkey’s 'unchangeable decision' approach, and I request either a replacement vehicle in an equivalent segment to my car or a legal explanation for the reasoning behind this decision. Otherwise, I will apply to the Consumer Arbitration Board and the necessary authorities.

The response sent to me is a completely standard reply and does not contain any concrete solution or explanation regarding the issues of replacement vehicle provision or the length of the warranty approval process that I have experienced. No special evaluation has been made regarding my grievance, which I have explained in detail multiple times; only a standard text has been sent. This approach by customer service clearly shows that my complaint is not being genuinely addressed. My request is clear and straightforward: to be given written and concrete information about my vehicle’s warranty process and to be provided with a replacement vehicle of an equivalent segment during the repair period. However, I have not seen any steps taken by your company in this direction so far.

Today, I was informed by Askale that a 'technical approval' has been received from SAIC Motor for the malfunction of my vehicle and that the procedures will continue under warranty. However, I was again informed that the necessary part will be supplied from abroad and that the process will take a long time. During this process, I am still experiencing victimization regarding the replacement vehicle, which is my legal right. MG Turkey has so far only offered me B-segment or C-Compact class vehicles (such as Clio, Duster, Bayon, 2008). However, my vehicle is an MG HS Luxury, which is in the C-SUV segment. According to the Law No. 6502 on the Protection of Consumers and relevant regulations, a replacement vehicle equivalent to the consumer’s vehicle must be provided during the repair period. My request is clear: I demand that a replacement vehicle equivalent in segment and features to my own vehicle be provided to me during the waiting period for the part. Otherwise, my victimization increases and serious questions arise regarding the brand’s reliability.

On Friday, I spoke with an official from MG General Directorate, and during this conversation, expressions such as 'you will not be contacted again regarding this matter' were used in relation to my replacement vehicle request. After that, despite contacting the MG Call Center multiple times, I still have not received any response. In every call, the call center states that my application is being 'evaluated according to the order of processing,' but my request has been pending since last week and is not being prioritized. Even though the service department has opened a separate record, there has been no progress in the process. This situation clearly demonstrates both the delay in the replacement vehicle process and the shortcomings in customer communication.

Mg Türkiye is currently ignoring my request by citing the 'order of processing' and is not providing any response to me. Although I am told 'you will be contacted as soon as possible' every time I call, I have not received any feedback. This approach effectively means that my right to a replacement vehicle is being usurped.

I spoke with Mr. Ercan from MG Turkey General Directorate. He took care of my process and helped me with an equivalent replacement vehicle. Although the problems I initially experienced caused me significant inconvenience, in the end, a concrete step was taken to resolve my issue regarding the replacement vehicle. In addition, I would like to state that I expect the same transparent information and support regarding the repair process of my vehicle under warranty and the procurement of the necessary part from abroad.

Hello, MG Turkey stated two weeks ago that the necessary part would arrive in Turkey last week. However, the part has not arrived. This week, I was told that my case would be prioritized and one of the first arriving parts would be sent to MG Aşkale for my vehicle, but the process has not been resolved for almost a month. I have been using a replacement vehicle for about a month and I am not satisfied with this situation either. Also, no clear information is shared about the estimated arrival time of the part. How can the arrival time of a part to Turkey be so uncertain?

Although I was told that the part would arrive in Turkey 'next week' two weeks ago, it still hasn't arrived. For about a month, the process has not been tied to a clear schedule and the customer is not being regularly, transparently, and formally informed. First being told 'you have priority,' then 'it's undergoing inspection at customs,' creates the impression that the customer is being stalled. The expectation from a corporate brand is to provide a clear and written schedule, accept responsibility for the delay, offer alternative solutions, and prioritize customer satisfaction. However, the process I am currently experiencing is the exact opposite of these expectations.