Mitsubishi Customer Services Not Good Enough

Due to time constraints and a recent burglary, I have been unable to maintain this web site to the level desired. I am planning another long-term economy report on my Mitsubishi, plus another which describes why I believe that potential owners who plan to do a lot of towing should reconsider any type of electric or hybrid car. Finally I will be fully revising all of the new cars section.

Before all that, I have decided to publish a letter I am sending to Mitsubishi to complain about, what I consider to be, inadequate customer services.


The E-Mail

Hello,

I am writing to complain about Mitsubishi Rochdale’s – and therefore Mitsubishi’s – lack of customer service over the telephone.

Last month, at approximately 06:25, I was travelling westbound on the M65. I was overtaking in the third lane when my car began to slow down. I thought I had done something with the cruise control so attempted to adjust the speed upwards. On realising this was not the issue I pressed the accelerator pedal and got no response. I then cancelled the cruise control and again attempted to accelerate. There was no sign of anything amiss on the instrument binnacle but, as my speed had already dropped to 60mph, I had at least worked out that I needed to get over to the hard shoulder. This I managed to do amid blaring horns from drivers who, despite hazards flashing, saw no reason not to pass on my inside. On the hard shoulder I came to a full stop and attempted to get drive before switching off completely, waiting ten seconds and re-starting. Away I went and I have had no recurrence since.

Once at work, this incidence was reported to Mitsubishi Rochdale and I was told they would get back to me. When I called the next day, I had to repeat the incident, but this time felt I was not being taken seriously and so politely terminated the call; my reasoning was simply that the incident was therefore already being looked into.

I haven’t had the incident since, which is a good job as Mitsubishi Rochdale has not got back to me.

Over the Easter weekend I towed my caravan to Silverstone, where I was competing. On the way down I attained a miserable 22mpg, but I believe I understand why and will write an article on my web site to warn other potential PHEV owners. On the afternoon of Easter Sunday, I plugged my car into the paddock electricity supply and achieved a partial re-charge, before leaving for home later that day. The fuel consumption was appalling, getting less than 18mpg by the time I refuelled, just off Junction 16 of the M6. The rest of the journey returned under 19mpg. Something was wrong, as previously towing a heavier race car I managed more than 21mpg.
On arriving home I was unable to open the boot, so I had to leave expensive items on display.

The car was charged overnight and I next drove it, to work, on the Tuesday. When I started the car, I noticed that it had not charged.
The journey to work normally yields anywhere between a ‘poor’ 50mpg and an excellent 90mpg. The return journey, always with a depleted battery, is always around 32mpg. This time my return journey was 28mpg. Something was seriously wrong and I surmised that no energy recovery from brake regeneration was taking place.

I called Mitsubishi Rochdale on either Tuesday, 29/03/2016 or Wednesday 30/03/2016 – I did not see the logic in recording the date and time – and, when I reported the issue, was offered a booking of mid-April, two or three weeks away. I replied that this was not good enough and was told I would be called back. At the time of writing I am still waiting for that call.

I did not want to drive a car which may increasingly have damage applied to the batteries or control systems. Luckily I have more than one car and so used a cheaper item that happened to be working. In the evening I decided to investigate the issue. After reversing the Outlander into my garage, something that is not easy with the stupidly located aerial, I again plugged in the wall-mounted charger. Nothing. I had already unloaded the luggage via the back seat and, luckily, that included the portable charger that is normally located in the under-floor location; had it been there, the non-opening rear door would have denied me any access.

On plugging in the portable charger, I saw that charging started. After a couple of hours, the fascia showed that the car was half charged. I had already switched off the mains charger at the fuse box after that had been unable to charge and so restarted this and reattached the cable to the car. Charging began. Once fully charged, the hatch door was also operating correctly.

I have not driven it since, aside from a couple of short around-town journey. Mitsubishi Rochdale have failed to get back to me and I do not want to cause unnecessary damage. I am still paying the lease on this car, pretty much for nothing. Furthermore, the solar panels that I installed at great cost in January should now be, in April, providing me with a lot of free miles of driving .

I have just returned from a local supermarket where wanted to buy something large, so I decided to see how my car coped. Thankfully I needed to pick up something smaller on the way. The rear door again refuses to open. Luckily I did not make the purchase before discovering this recurring issue.

Finally, I recently had a puncture and the puncture repair kit was useless. The free first year’s recovery service did a good job but the car had to be returned to the dealer. I was able to get a lift into work and then home again, but it was more than a day before my car was returned. Shortly afterwards my car was serviced and, whilst I did not think to ask, I would have thought the fact that a used puncture repair kit littered the luggage space would have indicated the need to replace it.


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