MG Mexico Rolls Out Service Plan Following Viral Complaint

MG Mexico has unveiled a robust customer service improvement plan following a viral incident involving dissatisfied customer Alejandra Cecoopieri in Reynosa, Tamaulipas. The automaker faced public backlash after Cecoopieri staged a protest outside an MG dealership, highlighting unresolved mechanical issues with her ZR Elegance SUV.

The incident, which garnered significant attention on social media, also involved the Federal Consumer Protection Agency (PROFECO), prompting MG Mexico to issue an official response. The company attributed the delay in addressing the case publicly to the need for a thorough evaluation to resolve the matter responsibly.

“We deeply regret that one of our customers experienced a situation that did not meet the service standards that define us. At MG Mexico, we understand the importance of listening to our users, and this event drives us to strengthen our efforts to ensure that every interaction with our brand is positive and satisfactory,” stated MG Mexico. 

Cecoopieri purchased her ZR Elegance SUV in November 2023 but soon reported recurring issues, including jerking during driving, unusual noises, oil leaks, and malfunctions in the sunroof and display screen. Despite multiple visits to the dealership, the problems persisted, leading her to organize a public protest in December.

The protest gained widespread support, both locally and online. MG Mexico reached an agreement with Cecoopieri through mediation. “We have reached an agreement that reflects our commitment to customer respect and satisfaction,” the company stated.

Key Initiatives in MG Mexico’s New Customer Service Plan:

• 360° Distributor Audits: Comprehensive audits across MG’s network of over 100 distributors to ensure all customer touchpoints meet quality and service standards.

• Enhanced Training: Dealership personnel  will receive intensive training to address concerns about professionalism and deliver timely.

• Service Optimization: Processes across the company’s network will be streamlined to improve every customer interaction and deliver consistent, high-quality service.

“Together with our distributors, we will optimize customer experience, ensuring assertive, coherent, and quality service,” MG Mexico added.