Complaining to MBUK

[Shanusacarabus]

Hi all, not sure if anybody can help me out here but how high can you go when you want to complain and have a general moan about MBUK.... is cutomer services as high as we can go ( as they told me ) or is it possible to go further ?

Cheers all in advance

 

[television]

The head office is in Germany, you could try there

 

[Shanusacarabus]

Dont suppose you know the contact details do you ????

 

[television]

Someone posted it about 3 weeks back, I will try and find it

 

[lulu]

is cutomer services as high as we can go ( as they told me ) or is it possible to go further ?

Customer service is never as high as you can go when there's a CEO.
Dr. Dieter Zetsche, Daimler AG Chief Executive.

Give the grunts a chance, then straight to the CEO. Don't get dragged into their, 'complaints procedures', which are typically designed to frustrate and obfuscate.

 

[Alex M Grieve]

Don't get dragged into their, 'complaints procedures', which are typically designed to frustrate and obfuscate.

Spot on lulu - gives a whole new meaning to "inertia". I ended up on my enquiries on ASSYST servicing frequencies receiving a phone call from an absolutely charming man who made no pretence to debate the technicalities of the change, but assured me there was nothing that he or I could do about it! It was an edict from on high!

So he scored maximum marks for honesty and bedside manner, and is clearly employed to defuse complaints and explain the rules to the masses.

 

[television]

So he scored maximum marks for honesty and bedside manner, and is clearly employed to defuse complaints and explain the rules to the masses.

Thats what I hope to be like in my old age

 

[Alex M Grieve]

Thats what I hope to be like in my old age

I had assumed you were his mentor, Malcolm? :wink:

 

[television]

I had assumed you were his mentor, Malcolm? :wink:

Its the bedside bit Alex that needs work

 

[Dosco]

Its the bedside bit Alex that needs work

Don't believe that for one minute

 

[hawk20]

I'd try the UK MD Dermot Kelly if your complaint warrants going to the top. Or Germany if it really is for CEO level. Should be used only when necessary IMO so you have it when really needed.

Dr. Dieter Zetsche

Daimler AG
70546 Stuttgart
Germany

Or
Dermot Kelly M.D.

Mercedes-Benz UK Limited
Delaware Drive, Tongwell
Milton Keynes
Buckinghamshire, MK15 8BA

 

[carabind]

try
Dermot.Kelly@daimler.com

I emailed him and got a eponse and pdq action

 

[Shanusacarabus]

Bahhhhh i gust spent 20 mins putting a reply in and it signed me out..... i aint typing it all in again.... thanks for replies guys.
I did want to know if it was worth me complaining or if it was just sour grapes but i guess i should just do it and find out....... the guys that know the basics of my anti perforation warranty claim will know where im coming from

 

[RA19]

Thanks to Carabind - I contacted Dermot Kelly by email today and received a reply from his Blackberry within three hours!! Hopefully I can make some progress on my complaint (valeo radiator/glycol/gearbox problems on E-Series)- no guarantees of course, but this is a hell of a lot different to the black hole of the Maastricht customer service dept. who post a reply that takes ten days to arrive!!

 

[Shanusacarabus]

Wow, good luck... was his reply anything positive or just an acknowledgement ?

 

[television]

Fingers crossed for some good news

 

[RA19]

Just saying that he'd asked for details of the case file to be given to him & would get back to me asap. Fingers (& everything else indeed!) crossed!

 

[Alex M Grieve]

Just saying that he'd asked for details of the case file to be given to him & would get back to me asap. Fingers (& everything else indeed!) crossed!

It will be excellent if this leads to a satisfactory outcome.

Given the same lead by Hawk20, I wrote to Dermot Kelly on the topic of ASSYST and servicing intervals for low mileage users.

It resulted in a very pleasant man 'phoning me from MB UK and a congenial discussion in which it was clarified that he did not expect to convince me and he could not alter his position - it was a directive from MB Germany. But he did not gainsay any of my arguments that logically service intervals could afford to be longer rather than shorter, given better metallurgy, engineering, quality of manufacture and durability of lubricants. If I wrote to MB Germany, he assured me that they would manage it as a local issue (UK) and pass it back to MB UK to be dealt with. But MB UK can not deal with it, other than to reiterate that a change has taken place.

So that went well, didn't it.

Perhaps the economic climate has freshened Dermot Kelly's customer focus? I hope it is not just cosmetic.

 

[hawk20]

It will be excellent if this leads to a satisfactory outcome.

Given the same lead by Hawk20, I wrote to Dermot Kelly on the topic of ASSYST and servicing intervals for low mileage users.

It resulted in a very pleasant man 'phoning me from MB UK and a congenial discussion in which it was clarified that he did not expect to convince me and he could not alter his position - it was a directive from MB Germany. But he did not gainsay any of my arguments that logically service intervals could afford to be longer rather than shorter, given better metallurgy, engineering, quality of manufacture and durability of lubricants. If I wrote to MB Germany, he assured me that they would manage it as a local issue (UK) and pass it back to MB UK to be dealt with. But MB UK can not deal with it, other than to reiterate that a change has taken place.

So that went well, didn't it.

Perhaps the economic climate has freshened Dermot Kelly's customer focus? I hope it is not just cosmetic.

You can't expect always to get the answer you want. Many businesses wanted fixed service intervals and a more predictable system than the old variable ASSYST. MB chose one year intervals or 15,500 miles w.i.t.s.

You would prefer a different interval. Can't please all the people all the time. My view is that one service a year is for many people just about the proper minimum. Some never check the oil between services. Some hardly ever check their tyres. In some police surveys 1 in 4 cars had at least one illegal tyre and therefore aren't insured.

When I recommended ealier in this thread that the OP should contact Dermot Kelly, I did so only in the hope that he would get a fair hearing for his case.

 

[Alex M Grieve]

When I recommended earlier in this thread that the OP should contact Dermot Kelly, I did so only in the hope that he would get a fair hearing for his case.

The point of my post this morning was not to pursue a lost cause, but to reflect on the fact that correspondence with Dermot Kelly now gets his personal attention and the prospect of action - a "sea change" from my experience, which I can only assume has been occasioned by the progressively harshening business climate?

The OP was, IIRC, concerned about MB's position on rust rectification. It will be interesting to see the response.