Bought an MG5 from Frasers, there was a delay at DVLA in registering the car but communication was good so no problem, Also a small fault in the indicator relay, they fitted me in to a busy schedule to replace it.

WORST EXPERIENCE EVER. We will never step foot in these premises ever again. David Wishart, the owner, spoke to my partner (Ruth) in a totally unacceptable manner. He gave her a ‘dressing down’ for all to hear. This took place outside the public entrance and he left her (in her own words) feeling ‘sick to the stomach’. Here is the background to this situation and why Mr Wishart may feel he was entitled to humiliate Ruth. Ruth and I both purchased brand new MG HS Exclusives (automatics with adaptive cruise control) two years ago. Both cars came with a 7 year warranty. Ruth has driven her car on short journeys only and had never tried to use the adaptive cruise control on her car until very recently. I had used the adaptive cruise control on my car on many occasions as I do a lot of motorway driving. So one day we decided to take Ruth’s car on a long journey and whilst on the motorway I tried to operate the adaptive control but was unable to do so. The control unit looked different from the one on my MG HS so I was puzzled to say the least. Believing it was a faulty unit we booked it into Frasers at Falkirk, under the warranty, feeling confident they would rectify the problem. We attended the premises on Monday 13/2/22 where it subsequently transpired that the wrong control unit had obviously been fitted to Ruth’s car at the time of manufacture. Basically her car had been fitted with the cruise control for a ‘manual’ MG HS as opposed to the adaptive control unit for an automatic. The most puzzling aspect of this visit was that the ‘technician’ at Fraser’s initially had no idea the wrong control unit had been fitted. He decided that he would take us out for a test drive and demonstrate how to operate the ‘adaptive’ function of the cruise control and explain what we were doing wrong. Whilst driving Ruth’s car he tried to operate the adaptive control by pressing the arrow keys on the steering wheel. This made absolutely no sense and was totally at variance with the guidance in the operating manual. Having used the function many times on my own MG I tried to explain the correct operation but he was having none of it. I felt very frustrated and was really exasperated by his lack of knowledge. He eventually accepted that there must be some kind of fault and drove us back to the premises. He then obtained the support of another member of staff who examined Ruth’s car and stated that it was an older model that did not have the adaptive cruise control feature. This again was absolute nonsense. Both failed to identify the fact that the wrong unit had obviously been fitted at the time of manufacture. I had never seen the interior of a manual MG HS so I examined the interior of one on the premises. It became immediately apparent to us both that a manual control unit had been incorrectly installed to Ruth’s automatic. Having pointed this out to them the sequence of events that followed baffled us to say the least and I honestly felt as if we had entered The ‘Twilight Zone’. David Wishart (the owner of Frasers) appears on the scene. From the outset he was arrogant and very confrontational. Without any justification or evidence he said that anyone could go on Ebay to purchase the part and fit it to Ruth’s car. He basically implied that at some time the original unit must have been broken off and replaced with an incorrect unit. He stated that he had never before come across circumstances whereby an incorrect part had been fitted to a brand new car at the point of manufacture. He actually had the audacity to imply that we were implicit in some way. He further stated that, at some time, the wrong part had been fitted to the car so he was not obligated to deal with it as a warranty issue. He went on to explain that he could only deal with it as a warranty issue if the part was faulty. He further said that we had to go back to the dealership in Newcastle, where we had purchased the car and resolve the issue with them. He then went on to say that, for all he knew, the dealership at Newcastle may have broken the original control unit whilst preparing it for delivery and replaced it with the wrong one. Hence my feeling that we had entered some sort of Twilight Zone. We have since contacted the dealership in Newcastle, where Ruth purchased the car, and they were very understanding. They have promised that they will deal with it as a warranty issue and resolve it as soon as possible. We will therefore have to travel to Newcastle (from Dunfermline) with a possible overnight stay to facilitate a repair. What really puzzled me is that modern cars now have computers fitted and they must be able to carry out all sorts of diagnostic tests. Surely Mr Wishart could have invoked some sort of diagnostic investigation to establish exactly when the incorrect control unit had been fitted? I have no doubt this will confirm the unit was fitted incorrectly at the time of manufacture. Also, the only Servicing Centre that the car has ever been to for a service, since new, is Frasers Of Falkirk? By this time I was so frustrated and could feel myself getting angry so I decided to do the sensible thing and walk away. In my haste, I inadvertently left Ruth alone with him and that’s when he decided to give her a ‘dressing down’ at the public entrance. He took this opportunity to belittle her when I was not present and left her feeling humiliated. I wish to emphasize that Ruth and I are professional people. We are both very honest and law abiding. We have previously put our trust in Frasers and had our cars serviced with them four times in total paying over £1200. Mr Wishart has totally lost any trust we had in their services and we will never set foot in his premises again. I am indeed prepared for Mr Wishart’s response. He also had the audacity to suggest that I had an attitude problem and his technician had complained about me. The very same technician who had no idea how to operate the Adaptive Cruise Control and treated me like I was an imbecile. Mr Wishart needs to ask himself why his technician also failed to identify that the ‘manual’ control unit had been fitted to an automatic car. Also at no time did I use bad language (not something I ever indulge in), I was not rude and never raised my voice. I was calm throughout but got very frustrated with the technician when I tried to explain that he was giving wrong guidance and demonstrating the adaptive cruise control incorrectly during the test drive. To verify the authenticity of this complaint I can forward photos showing the incorrect correct cruise control unit fitted to Ruth’s car. We will of course be lodging a full and detailed complaint with MG Head Office and demand that the correct unit is installed in Ruth’s car. In its current state it is not fit for purpose and as described in the operating manual. There is undoubtedly a trading standards issue here that must be addressed to resolve the problem. Finally if there is anyone out there who has encountered the same issue; i.e. wrong cruise control unit fitted to an automatic MG HS please get in touch with me. Stuart. 07584 131166