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Old 6th December 2019, 18:00   #1
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Default Owner gets donkeys to pull MG Hector; MG initiates action against him

Thanks to Arun S for sending this information in. Heartfelt gratitude for sharing it with other enthusiasts via this Team-BHP page!

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Found this piece of news recently where a disgruntled MG Hector owner decided to tow his new car with a donkey as a sign of protest against MG.
Owner gets donkeys to pull MG Hector; MG initiates action against him-mghectordonkeyownervideo3.jpg
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From the news article:

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The video shows a disgruntled customer -- Vishal Pancholi from Udaipur -- covering his MG Hector with posters having slogans like "Donkey Vehicle" and "It's an animal thing" and getting the SUV pulled by a donkey.

Pancholi's Hector had some clutch-related issues. In the video, he is seen alleging that the company officials did not fix the problem and even threatened him.

MG Motor India has refuted the allegations saying that they took all the necessary measures to resolve the said customer's concern.

While replying to a query in the Facebook group MG Hector Club India, the carmaker said that despite MG's wholesome efforts to completely satisfy the customer and resolve the matter, the customer has showcased his vested interest in the concern and is leveraging on MG's "customer first" approach to get an undue advantage.

"We have also initiated appropriate action with relevant authorities as the customer continues to hamper the brand's highly held reputation," MG Motor India said.
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Old 6th December 2019, 18:56   #2
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

I see this as a publicity stunt more than anything else. I am sure with proper communication and interaction issues could have been resolved. I have heard of many instances where MG is keen to listen to the customer and have found solutions. Even if not, there are consumer courts that the person could have reached out to.

In addition, I would say that it is also cruelty to the donkey that was made to pull that vehicle, even if over a small distance.

Last edited by Sheel : 6th December 2019 at 20:18. Reason: Minor correction.
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Old 6th December 2019, 19:18   #3
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

This seems to be a case of lack of communication and dealer apathy more than anything else. However, the fact remains that a person who paid 20L for your product is unhappy and dissatisfied, and the company is yet to provide him with an acceptable solution. The senior management should take a page out of Zac Hollis’s book and reach out to the customer personally and asap. The guy has paid big money and has paid upfront, he can make all the noise he wants to. Threatening action is the worst thing they could have done for the reputation of their dear brand.
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Old 6th December 2019, 19:25   #4
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

Please see MG's reply.

Source: https://www.google.com/amp/s/www.rus...45056.html/amp

Owner gets donkeys to pull MG Hector; MG initiates action against him-mghectordonkeyowner.jpg

Last edited by aah78 : 6th December 2019 at 19:37. Reason: Pictures inserted in-line.
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Old 6th December 2019, 20:21   #5
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

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Originally Posted by swissknife View Post
In addition, I would say that it is also cruelty to the donkey that was made to pull that vehicle, even if over a small distance.
Looking at the video, I do not think the car was being pulled by the Donkey. The donkey was simply tied to the front and made to walk ahead while the car driver followed in 1st gear. And obviously a single donkey cannot pull that car so easily.
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Old 6th December 2019, 21:05   #6
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

Ha ha I guess its an alternative source of power.

Petrol, Diesel, Electricity and now a Donkey powered MG.

A good wake up call for the misinformed souls who spend 20L on a Chinese car because it was advertised by an English model/actor.
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Old 6th December 2019, 21:28   #7
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

Not exactly a proper way to ameliorate the customer's grievance. It appears that MG is taking the protest as an affront against the customer, who launched such a protest. An enquiry needed to have been conducted by a top official of MG, hearing both the dealer and the aggrieved customer and recording their statements. Further investigations based on the statements could have helped MG arrive at a decision as to whether the protest was genuine or as MG puts it "the customer has showcased his vested interest in the concern and is leveraging on MG's "customer first" approach to get an undue advantage."

If the customer was found to be truly having a genuine grievance, MG should have taken action against its erring dealership. And if the grievance was stage managed, it would be the customer, who could be at fault. Our laws have enough penal provisions for either of the parties to act against. Despite such laws, it is always in the long-term interest of any company to genuinely look into a grievance and try to resolve the same, rather than retaliate. Such an action by MG could dent the company's image beyond any repairs .(leaving aside the repairs that a single MG Hector of an aggrieved customer needs ! )

Here is a recent incident wherein a lady customer from China (the land of MG) who was not happy with Mercedes Benz CLS 300 and protested due to an oil leak and mishandling of the problem by the dealer. Incidentally, she was rewarded with a trip to Germany by the company and assured of better services. The showroom's licence was also suspended.

https://www.scmp.com/news/china/soci...est-video-went

Last edited by anjan_c2007 : 6th December 2019 at 21:35.
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Old 6th December 2019, 21:49   #8
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

If such is the gravity of actions a company can take against customers, Skoda should have numerous lawsuits filed against customers (apart from the ones pending against it ). So many owners have expressed grevience over numerous issues. I distinctly remember a case of an Octavia being tied upto a donkey too and a Superb owner complaining of oil consumption in his TSI and put posters on the car. Skoda might have been late in taking action, but filing cases against customers doesn't reflect too well on MG.

Not the first time they are overreacting. They have even been accused of deleting FB posts negatively portraying their cars. All of these knee jerk reactions just give people an impression of their poor ethics and the fact that they are trying too hard to hide something.

The correct thing to do is to approach the dealer first and look into the matter. The customer might also be wrong, no doubt, but MG hasn't released a statement saying what the issue was in the first place and what they did on their end to sort it out. The FB comment is a very generic reply typical of PR crap.

Last edited by vishy76 : 6th December 2019 at 21:50.
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Old 6th December 2019, 22:04   #9
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

This is the first time I have seen a customer so fed up with a company's A.S.S, that he got one of his own.

Cheers,
Vikram

Last edited by comfortablynumb : 6th December 2019 at 22:26.
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Old 6th December 2019, 23:27   #10
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

By filing a counter complaint against their customer MG are only bringing twice the attention to their ASS than what debit the ass alone would have brought onto them. MG's letter is a standard public relations holding statement without stating a single hard fact in their favour. Rather an immature response by MG to the customers own immature initiative. Grow up MG.

Last edited by V.Narayan : 6th December 2019 at 23:56.
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Old 6th December 2019, 23:39   #11
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

Quote:
Originally Posted by Funny View Post
Looking at the video, I do not think the car was being pulled by the Donkey. The donkey was simply tied to the front and made to walk ahead while the car driver followed in 1st gear. And obviously a single donkey cannot pull that car so easily.
Obviously it's a donkey so he is just tied to the rope and is being pushed from behind by the driver.

And regarding the clutch burnout issue, I am sure it's a diesel Hector since this is a common issue with the Compass/Harrier duo too. The anti stall characteristics of the MJD are quite poor which combined with poor low end torque results in drivers burning the clutch by slipping it in a higher gear.

Sorry for going off topic.

If a single donkey is able to pull the Hector then MG should give the power output of Hector's engine in BDP(Brake Donkey Power).
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Old 7th December 2019, 00:00   #12
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

This entire episode should be a case study on how not to treat your customers. It's appalling to know MG has sued the customer instead of resolving the matter amicably.

Consumer satisfaction is so low on the agenda of companies in India that they are prone to take it granted. Good that people are finding unique and eye-catching ways to protest!

May the better sense prevails sooner and aggrieved customer is attended to in a befitting manner.
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Old 7th December 2019, 00:28   #13
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

Let’s not hurry on judgement, the victim should have shared a copy of official communication about the denial of warranty. When MG is flaunting 5 year unlimited km warranty, news such as this doesn’t go well.

Victim in the video argues he wasn’t driving on second gear but rather on fifth. IMO, reliability of the statement is grey because he doesn’t need to defend, even if the vehicle was in second gear, so what ?

Quote:
Originally Posted by ram87pune View Post
poor low end torque results in drivers burning the clutch by slipping it in a higher gear.
I have test driven Hector, low end torque on the diesel is indeed poor. The first thing SA says, Sir, the clutch is very sensitive. Heavy vehicle but poor anti-stall would end up burning the clutch, especially for novices.

Last edited by Thermodynamics : 7th December 2019 at 00:44.
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Old 7th December 2019, 02:36   #14
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Default Re: Owner gets donkeys to pull MG Hector; MG initiates action against him

Is it just me or didn't anyone else feel bad for the poor donkey? Animal Cruelty? Asking a donkey to pull such a big car?
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Old 7th December 2019, 07:07   #15
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Originally Posted by Captain Slow View Post
Is it just me or didn't anyone else feel bad for the poor donkey? Animal Cruelty? Asking a donkey to pull such a big car?
If only you had read the second post in the thread
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