Complain to the MD

[Koi]

I wish to collect my new C320 CDI from Germany but want to tweak the offered collection package slightly (I wish to make my own flight arrangements and have one extra nights accomodation in lieu of this), but Mercedes are flatly refusing to offer any compensation in lieu of the business class flight that I do not require, inspite of the fact that they have done this with other customers.

I was firstly refused by the Collection Centre (at Milton Keynes).
I subsequently sent an email to Mercedes UK, who have not even bothered to acknowledge my message.
I finally managed to speak to someone in Germany, but, that was also met with a refusal.

I have now virtually given up hope and, not willing to be ripped off, I'm on the verge of telling my dealer to get the car (which is now ready) delivered to the UK.

However, I want one last try to help them see the error of their ways, so... does anyone know the email address of the Mercedes Benz CEO or Managing Director, or anyone else high enough up the corporate ladder? so that I can take my complaint right to the top.

Despondent

 

[euclidb2]

Dermot.Kelly@DaimlerChrysler.co.uk..........MD.

 

[SLinKyjoe]

The customer service centre is based in the netherlands. The email address on mercedes-benz.co.uk directs you to there. Ask them.

Or try and get the german web site translated thru google and hope it gives you a better address.

Have they booked the flights?

 

[Koi]

Thanks guys, I'll give it a go.
No, nothing booked yet Joe.

 

[hawk20]

Thanks guys, I'll give it a go.
No, nothing booked yet Joe.

You really shouldn't need to go to this hassle. The salesman you saw at the MB dealer can contact MB at Milton Keynes and try to get things sorted.

But if they can't -if for example Mercedes have a bulk deal with BA or whoever- then you must accept the rules as they are rather than as you would like them to be. I did a factory collection and took my wife (paid extra but sensible money) and stayed extra nights on the way back (paid extra). Well worthwhile as a trip. Much nicer to come back through France especially via theChampage area and Rheims. They book all the hotels for you. Very helpful. And my dealer provided an E class and driver to take us to Heathrom. Great service.

 

[carabind]

I'd add to what hawk says. You're trying to work the collection in with something else, and they won't pay ball, but it is disturbing that they have let other customers do this though, if you have the detail (ie other peoplrs names/date etc), you might wnat to quote this, but at the end of the day, its their scheme, not yours

 

[st13phil]

But if they can't -if for example Mercedes have a bulk deal with BA or whoever- then you must accept the rules as they are rather than as you would like them to be.

I'd add to what hawk says. You're trying to work the collection in with something else, and they won't pay ball

I'm one of those people who believe in the adage that rules are there to guide the wise and control the stupid and as a customer who received exactly the deal that Koi is asking for when I collected my W204 in January this year I don't understand why he's encountering the problems he is, unless there has been "a change in policy" which, if true, can just as easily be "unchanged".

but at the end of the day, its their scheme, not yours

That isn't entirely true: we, the customers, pay for it when we buy the car. It may have a different cost structure to our car being delivered to the UK dealer from Germany by a mixture of road, rail and ship but we pay for both methods.

I do understand the principle of a structured deal that results in a bundled price for (say) flight and hotel, but it's hard to believe that a deal along the lines that Koi wants - and I received - isn't possible within the cost structure even if it requires a modest additional payment by Koi to avoid that tiny little organisation called Daimler AG losing twenty quid on the deal. And we're talking about the purchase of a premium product here that the manufacturer alledgedly wants to foster brand loyalty for. There's something wrong in all this...

 

[SLinKyjoe]

seems a bit of a breakdown in good customer relations, and perhaps not really making much effort for the sake of good relations.

I am sure they could have done something, but they are not a holiday company, so they don't have to.

If they havn't booked any flights, the best you could hope for, is to pay for your trip and expect them not to add the new car delivery fee, although some of that is paid to the dealer for the check you get when you take the car in after you get back to the UK for the plates fitting.

As they are corporate, they are not paying business class fares anyway, so you wouldn't get vast amounts back anyway.

I think I would take their flights and sort out the extra nights accomodation and try and enjoy the experience if you want my view.