Are MB dealers in self destruct?

[lulu]

Just went to collect a new battery for my bike from the local motorcycle shop when the owner noticed I'd arrived in the C220 coupe.

'What do you think of the 220?', was his opening line to start the conversation. He'd just bought one (turned out to be the CLC 220 in the event) for his wife. I told him my findings and we chatted about the various pros and cons and so on. I asked him if he bought it locally. That was it, he went into full abuse mode about the local MB dealer and their stinking attitude. The only reason MB got the deal was because his wife wanted it. He was already going to the Jaguar dealer in his mind. I told him how surpised I was given that I'm currently being pestered by them with phone calls, email spam, and junk mail trying to get me to spend money with them. (These of course are the same dealers who have acted less than honourably with me in the past.)

This arrogant view was similarily demonstrated by another MB dealer in Hampshire when a friend and myself went shopping there recently. This time she did walk out muttering that he wasn't going to have her ****ing money when he behaves like that. She ultimately bought her new MB elsewhere.

What on earth does the Master Race training program stuff into these cheap suited, poorly educated, arrogant idiot minds? Or is it thet they aren't trained. Basic courtesy would be a good start.
They really do need to understand who ultimately provides their income.

 

[teddycatkin]

I blame the yob's scheme--? (started off as - yop's)

 

[Seeker_UK]

Personally, I've never had a problem with any of their sales teams in several dealerships.

I find that you need to be very clear and concise with what you want, what you don't want and take time to explain that you won't / can't stretch another £40 a month. Once they recognise you're focused on what you want they'll work around that.

 

[HERBIEMERCMAN]

mb dealerships are for wealthy people only, when the warranty runs out keep away. come on look at their set ups, gold plated showrooms, numerous people in suits, etc. there mechanics just change oil filters on new cars then send them to be valeted. i used to have all this and it's nice if you do not care about value for money. when you get older and the money is not so easily comming in you do not go anywhere near them. just look at the postings on this club. they are a disgrace but nothing will change as long as they are selling lots of new cars to people who do not know or do not care when they are being screwed. herbiemercman.

 

[jberks]

Its down the the sales manager and the culture he instils (and the staff he hires), not MB Per'se.
The Mrs took a friend car hunting yesterday. Her friend has a 13 year old nissan and wants something with a few luxuries like power steering! They visited VW and were met by an uninterested salesman who's sole knowledge of the advantages of the new polo were that it has central locking! When they suggested a used car (thinking ex demo) , he brought them a 6 year old wreck to try. He didn't do or check anything pro-actively, quoted list prices, offered nothing up front. tNot impressed.
My Mrs then took her to MB where they were met by saleswoman who immediately found a common interest (Horses), listened to what they were looking for and found her a well priced Diesel auto A class to try. She was patient, helpful and informative and even found another option if she wasn't struck on that particular car (which she was). Very possibly, this lady has just sold a car.
When I bought mine, I spent 2 hours with the salesman, driving 2 different E classes 'just to try', which involved a lot of forecourt shuffling. There was no pressure, no hassle and he waited for me to come back to him a week later. I'd have preferred a little more enthusisasm but I guess he was playing the no pressure game.

 

[rhud]

I thought there was growing evidence that MB was aware of their dealership reputation and was steadily sorting it out - obviously still work in progress.

 

[DAVE HULL KR]

I was at my MB dealer this week in Hull, it was only to buy a pair of new plates, i was sat down asked if i wanted a coffee etc, i was well looked after, very please with the service here in Hull.

 

[Alex M Grieve]

I thought there was growing evidence that MB was aware of their dealership reputation and was steadily sorting it out - obviously still work in progress.

Unfortunatley, as can be seen from government activities generally, setting objectives and targets does not solve the problem. It is by the way in which these things are implemented that the improvements can be achieved. Like many things in life, the good guys did not need the stimulus, and the poorer performers, whose performance made the change necessary, often do not respond as well as you would have hoped.

The situation in any one dealership (and they are each unique) will only be as good as the people on the ground.

MB have many excellent dealerships, and even in some which do not create the overall WOW factor there are very good people, working ethically and to a high standard.

Sadly, it is always the disappointments we tend to discuss on the Forum, and the fact that we can all contribute from across the UK tends to give the impression that there is only bad practice. A bit like going to a maternity hospital and getting the impression that all women are having babies at the same time.

I have bought 3 cars from dealerships and had a very satisfactory result each time - attentive staff, good product knowledge, sensible prices and deals I probably could not have bettered anywhere).

 

[Martin-Jundiaí]

In Brazil, MB 'stealerships' are notoriously bad at customer service, especially if you don't arrive in an MB.
I once was in a very 'exclusive' dealership in the most expensive part of São Paulo, the kind of place that sell Ferrari, Maserati, Cartier etc. I had gone by motorcycle and it ws raining. I walked in to the showroom to look at the W111 coupe in the window. After dripping water everywhere and admiring the car, I requested "The parts deptartment please?" An the displeased salesman asked me "To deliver or collect?" He had arrogantly assumed I was just another courier! Rather p***ed by this I said it was for my car, to which he answered, "We don't sell parts here!" then tried to ignore me.
To cut a long story short, this was first and last time I went there and I also logded a complaint with MB...to no avail!
I feel Customer care is an expression foreign to MB, because once you have the car you are a kind of hostage to their replacement parts system. You need them not they you!

 

[Dosco]

I blame the yob's scheme--? (started off as - yop's)

Its now called 'Modern Apprenticeships" designed to ensure they do not have to work too hard for to long to qualify.... and no body fails now that is progress! isn't it

 

[HERBIEMERCMAN]

as somone has said there is good and bad in everything, hospitals, schools,the people make the difference but most of all the management people. a good example was comparing leyland motors who went bust to nissan, the workers were exactly the same, the difference was the quality of the management. with the mb dealerships we must generalise, i generally think that they give the red carpet to where they know the money is and unwittingly milk their monopoly. it costs nothing to be decent with everyone, also i know every used car they sell will have at least £800 profit in it, much better to buy from the person who sold it to them. a final generalisation is that in the main their mechanics have little or no knowledge for cars over 5 yrs. old.they are also silly expensive on parts and repair costs.this is why the spread of good "inde's" has taken place. nothing will change until the mb dealership managers come on hard times which is unlikely as in any recession the right people always have the money. herbiemercman.

 

[television]

Yes for sure we can only send older cars to the indies, I tried sending a few people to Bosch service centers, sadly even here there are a few left that know anything about the older injection systems, even though they made the things in the first place, the modern guys are not trained up for the KE etc.

 

[Taihape]

Lexus USA have the answer, some dealers there operate a one contact policy whereby the salesperson you buy the car from becomes your key contact for the entire relationship thus the promise made by the salesperson must be honoured by him when you bring the car in for any regular work or problems They do not have service teams, sales teams, parts team front of house. I am told it works well and builds loyalty and repeat business, there is also less of a company car policy in the states which ensures all dealers are not so far up themselves as sadly some MB guys are here.

 

[HERBIEMERCMAN]

hi taihap, lexus / toyota are state of the art for reliability, they are now at the point where they can say with confidence, we don't need any repair mechanics for the fist five years. so the salesman should have an easy life. in my opinion you don't need a key contact unless you can afford to change your car every three years, no matter who you see, you will get the "red carpet". if you have an old toyota, 5 yrs or more, you are in a different ball game. i recently got a quote from vantage toyota main dealers in preston lancs. for timing belt replacement,for my supra mk4 flying machine, £485. my local garage did it fo £200. merc. main dealers are the same, they just want to sell new cars, no hastle, they would love the non green, corrupt government scheme to scap old cars to come into force. shiny showrooms and loyalty schemes are for the wealthy where most of them in my opinion don't know what they are driving. buying the car and loyalty from your original salesman is just like going to the opera for the elite. they are all feeding off toyota's design logevity work with taguchi, with his noise factors and control factors, FMEA ( failure mode and effect analysis) iv'e been involved and the results speak for themselves, sales men loyalty is bull****, but if the buyers like it let them have it. herbiemercman.

 

[Jay Gee]

This main dealer thing is not a new phenomenon.A mate went to change his cortina a good few years ago,money on the hip,business on the up.The 'salesman' saw the Ford,went up to him and said -do you think you can really afford one of these? No Sale!

 

[philharve]

Fighting for survival

Hi All

From the amount of postal mail I now receive from my local MB dealership they must be fighting for survival. They never bothered to write before. Now they appear to be inviting me back with various offers. What does this mean?

REGARDS

Phil

 

[television]

Hi All

From the amount of postal mail I now receive from my local MB dealership they must be fighting for survival. They never bothered to write before. Now they appear to be inviting me back with various offers. What does this mean?

REGARDS

Phil

I get the same Phil from the same group, no real offers though that suit me

 

[Alex M Grieve]

Hi All

From the amount of postal mail I now receive from my local MB dealership they must be fighting for survival. They never bothered to write before. Now they appear to be inviting me back with various offers. What does this mean?

I had an "invitation" letter this week from the dealership from which I bought my S Class 2 years ago.

It advised me that they were having a promotional event (although not the words they used) which would give premium customers the chance for personal viewing of their premium cars (S, SL, CL, etc).

It stated that they would telephone me in order to make an appointment which suited me best.

The "window" closes today. I have not received the phone call. Should I be:
a. paranoid - they don't love me any more?
b. unimpressed by their bureaucracy (overhead), but thrilled by their cars?
c. relieved that I have had a narrow escape?

Discuss.

 

[truthfindergeneral]

My local Land Rover dealer has gone in the last month. Although a satellite of a main branch, it had always held a good choice of vehicles from new to 4 years old. Then it started to change until it got to the point where the used stock was never more than 18 months old. Having enquired about something round the 3 year old range they pointed me in the direction of the Auto trader !.

Now if they feel they need to wash their hands of anything more than two years old, it doesn't seem a good advert for the product. Merc dealers seem to have gone down the same road. Perhaps because of the fact they feel the need to keep face lifting vehicles every two years instead of every 5 or 6, the forecourt needs to be kept clear of anything that reminds the new buyer that their shiny star bearer will soon be old hat.

 

[philharve]

Telephone call

I had an "invitation" letter this week from the dealership from which I bought my S Class 2 years ago.

It advised me that they were having a promotional event (although not the words they used) which would give premium customers the chance for personal viewing of their premium cars (S, SL, CL, etc).

It stated that they would telephone me in order to make an appointment which suited me best.

The "window" closes today. I have not received the phone call. Should I be:
a. paranoid - they don't love me any more?
b. unimpressed by their bureaucracy (overhead), but thrilled by their cars?
c. relieved that I have had a narrow escape?

Discuss.

Hi Alex

I have never received a promotional telephone call. I guess I'm just a 'second class' MB owner - I can't afford to buy new. But I'm not unduly worried, I have alternative arrangements in place to service & repair my pristine but aging C230K to keep it in good order.

REGARDS

Phil