I have been banned from Mercedes, why-I complained.

[G-a-r-y]

After a long running dispute over an engine noise which could not be remedied, I involved Mercedes Customer Services.
After two months I received the response below. I take it I have been banned from their garage and services.

Thank you for your telephone call of 25th June 2007 regarding the issues that you have experienced with your Mercedes-Benz E-Class.

We have been in contact with the Service Manager at Mercedes-Benz of Bristol, Mr **** *****, in regard of the issues that you have brought to our attention. Mr ***** has informed us that you authorised the replacement of the injector for which your vehicle had been booked in for one and half hours with the cost of the injector, and that they let you see the injector that had been removed to confirm that it was faulty.

In regard of the wheel arches of your vehicle, a report and photos were submitted by the dealership to DaimlerChrysler UK Ltd for a goodwill contribution towards the rectification work. This was succesfull and this work will be carried out free of charge.

Mr ***** feels that some of the comments that you have made in regard of the service that they have provided has been unjustified and they are not prepared to carry out any repair work on your vehicle in the future and will not be reimbursing you the cost of the injector


Thank you for contacting the DaimlerChrysler Customer Assistance Center with your concerns, we are sorry that we can be of no further assistance with this matter.


PS. I have posted this on both of my Mercedes forums.

 

[television]

Something is going down hill now with MB and their care and support, it is drying up, I will never again recommend any authorised dealer again, there is no point in paying double. You are lucky they did give you a letter, I only got a phonecall

 

[100%Bitch]

Certainly looks like one dealer to give a miss for a start.

 

[G-a-r-y]

Here's the letter which I sent x 3.
No reply as yet.

Dear Mercedes people, please read my story “My Mercedes experience”

I came to your garage on 5th June at 10.15. My car was suffering with a strange “cracking/tapping” noise. A master technician from reception accompanied me to the car park where the noise was demonstrated. The car was booked in for the following day (6th June). I agreed to pay the labour charge for the required diagnosis and testing.

At 4.30pm I was called and told that my car was ready to collect, it had been repaired. Parts had been fitted without asking but I was pleased the noise had been remedied and paid the invoice of £335.72.
I left the garage and went home, it soon became apparent that the noise in my engine remained.

I returned to your garage 8th June at 10.00am and explained. A master technician from the workshops was called; I again demonstrated the strange cracking noise. After an hour in reception I was told “Mercedes Technical” would have to be contacted, advice was needed. I returned the car the following week to have more parts fitted. At the end of that week I was called and asked to collect the car, the fault remained; I was told more advice was needed from Technical and I would be contacted.

After nearly a month and no response to my many calls, I found it necessary to involve Mercedes Customer Service. Today they told me that my car cannot be repaired and the noise is a well-known characteristic of this engine. Why were your staff unaware of this “well-known” characteristic?

I paid you £335.72 and still have the noise.
I feel “hard done by” and saddened by the whole Mercedes experience.
To summarise; I am reluctant to return to your garage even though I have a large service pending. The service I received was not satisfactory, I am not happy.

If you have taken the time to read this, I thank you.

 

[television]

That is a very well put together letter, and you are saying the way that you feel

Why is it that MB can charge for work not done ,but I cant, like many others in this world

 

[MIW615]

It's a sad tale, of which seems to becoming more common-place, no wonder people are drifting from MB official dealerships and going to the independants.

 

[BlackC55]

That noise you are complaining of is normal and I hear it everyday.

Many people have complained about it but there is NOTHING that can be done.

 

[M30RCK]

Very unacceptable state of affairs, the MB dealership have lost a lot of custom from yourself & perhaps others on the site(s). I work in the service industry (retail) & fight hard to keep customers...I suspect if they had made some sort of contribution to the £300 + bill you may have accepted this and moved on. A good independent will build a personal relationship with the customer.

 

[Rory]

That letter from MB is unbelievable - I'm astonished that MB would be prepared to sanction, never mind tell you themselves, that you're not welcome in future at your local dealer. I reckon you should go to the press, perhaps What Car, with that.

This business of customers being expected to cough up for the dealerships trial and error method of fixing things is just absurd. If you feel strongly about it, issue a claim under MoneyClaimonLine.


On the original problem, is this thread any use:
http://www.honestjohn.co.uk/forum/post/index.htm?t=33970

 

[Eric Tilley]

I would be inclined to involve Trading Standards into your dispute.
Try this page http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV0046-1011.txt

 

[David Nock]

This is terrible, it's right knocked my duck off as we say. I will be worried now that the MB network will ban everybody who complains, apparently quite honestly and politely. You've finished your letter by saying you're not happy and I think the dealer should be moving heaven and earth to make you happy.

 

[television]

Yes involve who you can, taking money for something that is not fixable is nothing short of fraud, not any free will gesture, nothing, I will not hi jack this thread but I too am far from happy with MB UK

 

[G-a-r-y]

Thanks everyone. What do you think I should do next?
I am very busy seeding at the moment and have just got in.
Mercedes Customer Services have seen my letter (e-mail)I think I should send hard copies by recorded delivery.
If I am banned from this dealer, perhaps they can suggest where I am allowed to take it for servicing.

 

[Marco Polo]

I would write to the Managing Director of Daimler Chrysler UK with copies of the correspondence and ask him if he is aware that this is the quality of customer care that is being offered by his Customer Services department and if this is consistent with corporate policy. There's probably some on this forum who know the name of the top guy.

Tell him that if your concerns and issues are not resolved to your satisfaction copies of the same correspondence will be passed to What Car and other motoring journals.

I think you have been treated in a disgraceful and shameful way even if the noise is 'normal' but then why should it be - especially since MB's own technicians don't appear to recognise it?

 

[television]

I have represented some huge companies in my life, never had a disagreement with a dealer end like this. It is the manufactures job to ensure a satisfactory outcome between the customer and the dealer

 

[ScORTED]

This is truely unbelieveable, please don't drop this, persue it untill you get an answer.

 

[hawk20]

I would write to the Managing Director of Daimler Chrysler UK with copies of the correspondence and ask him if he is aware that this is the quality of customer care that is being offered by his Customer Services department and if this is consistent with corporate policy. There's probably some on this forum who know the name of the top guy.

Tell him that if your concerns and issues are not resolved to your satisfaction copies of the same correspondence will be passed to What Car and other motoring journals.

I think you have been treated in a disgraceful and shameful way even if the noise is 'normal' but then why should it be - especially since MB's own technicians don't appear to recognise it?

I think this is exactly the right thing to do. The MD in the UK is Dermot Kelly. Write to him at MB at Milton Keynes.

Are you sure that it is just the e-mail you have posted here that caused the dealer to be so upset? It doesn't look enough to me. Have other things been said in the heat of the moment, some you regret even? Possible that a conciliatory chat with the dealer might resolve it all more quickly . Or a letter to the dealer of the 'let's-put-all-this-behind-us' kind. Only you know what you said.

 

[television]

I think this is exactly the right thing to do. The MD in the UK is Dermot Kelly. Write to him at MB at Milton Keynes.

Are you sure that it is just the e-mail you have posted here that caused the dealer to be so upset? It doesn't look enough to me. Have other things been said in the heat of the moment, some you regret even? Possible that a conciliatory chat with the dealer might resolve it all more quickly . Or a letter to the dealer of the 'let's-put-all-this-behind-us' kind. Only you know what you said.

I do not think that the banning is the only big issue here, why should anyone be charged for something not done or fixed..

I cant win on every job in the service trade, why should it be different for them, some gesture of good will is needed surely

 

[hawk20]

I do not think that the banning is the only big issue here, why should anyone be charged for something not done or fixed..

I cant win on every job in the service trade, why should it be different for them, some gesture of good will is needed surely

Good point. I quite agree that this issue should be raised too. Especially in view of BlackC55's posting number 7.

 

[Hillman]

I would write to the Managing Director of Daimler Chrysler UK with copies of the correspondence and ask him if he is aware that this is the quality of customer care that is being offered by his Customer Services department and if this is consistent with corporate policy. There's probably some on this forum who know the name of the top guy.

Tell him that if your concerns and issues are not resolved to your satisfaction copies of the same correspondence will be passed to What Car and other motoring journals.

I think you have been treated in a disgraceful and shameful way even if the noise is 'normal' but then why should it be - especially since MB's own technicians don't appear to recognise it?

Send a recorded delivered letter to:

Dr. Dieter Zetsche

DaimlerChrysler AG
70546 Stuttgart
Germany

With a copy to

DaimlerChrysler UK Ltd.
Tongwell
MK15 8BA Milton Keynes,
Buckinghamshire
Great Britain

Threaten to go to the press and see what response you get.

Good luck!