Its nice to be nice......

[Shambolic]

I know we are on here a lot slating dealers and service etc...but A wee follow on from my dealer and mobil experience today.

Phoned dealer about ESP and BAS fault ws told too busy till Thurs/Fri and also no curtesy cars anyway if I left car with them phone Mobil life to get an engineer out.!
Phoned Mobil and was told car was ok to drive as it was the extra safety features that were faulty and if I wanted an engineer to call it would be £187 that I could try and claim back from dealer as given wrong advice to phone Mobil.
Decided to drive up to dealer and see What they would say.
On entering the garage Glasgow Mercedes in Milton road, Glasgow the service manager reccognised me from previous visits and asked what the matter was.
I explained the situation to him (nicely with a smile on my face) and he asked me to take a seat came back 5 mins later and got me a coffee and asked for my keys.
Came back later about 15 mins and advised me on a wiring fault coming up on diagnostics but this is a common "C" class fault and shouldn't be on an SLK and would take about 90 mins to repair. And asked me if I didn't mind waiting or he could get me a hire car, I took the car as I could pick my wife up in Glasgow town centre.
He also paid for the insurance etc for the hire car and apologised again for the mix-up explaining that they were very busy, I laughed it off and thanked him for his excellent service once again.
The car will be ready tomorrow all going well I know they shouldn't break down but I was very impressed with the manager today and can reccommend him.

 

[Blobcat]

I agree it pays to be nice and also to know the service manager on first name terms.
BTW I posted all the mobilolife No.'s for you on your other thread.

 

[Shambolic]

I agree it pays to be nice and also to know the service manager on first name terms.
BTW I posted all the mobilolife No.'s for you on your other thread.

Cheers
I got them but not much help as they would only send someone out if I agreed to pay £187 so wee trip to dealer worked out well!!!

Obviously girl on phone had bad Monday morning we all have them so ...thats life cant complain sorted to my satisfaction in the end!!!

 

[television]

I find that the older I get the nicer I get,the opposite of Victor Meldrew.


Malcolm

Malcolm

 

[Shambolic]

I couldn't help but be nice as he came over to me with a smile and asked how i was Before I could even get to the service desk!!
Seriously changed the way I was beginning to feel about the Marque and the level of service. Brought back my confidence in Mercedes and customer service.
Thats why I named the dealer!!!

 

[television]

I couldn't help but be nice as he came over to me with a smile and asked how i was Before I could even get to the service desk!!
Seriously changed the way I was beginning to feel about the Marque and the level of service. Brought back my confidence in Mercedes and customer service.
Thats why I named the dealer!!!

The MB outlet at Exeter are a nice bunch of people and I do not mind telling the world. The Indie, MBS services, also in Exeter is a very good helpful guy

Malcolm

 

[OmniCognateNeutronRangler]

Just goes to show that a little bit of courtesy from a dealer can make a world of difference. What has gone from being a fault which, lets face it, your car should not be having (with all the additional inconvenience this has caused you) has turned into a story of a helpful dealer and a happy customer.

Now, if only the other dealers could get their heads around this concept....

 

[jberks]

Obviously girl on phone had bad Monday morning

Ok - is it me or does it always seem to end in tears if the 'girl' on reception deals with it. It's fine if you just want to book in for a routine service in 2 weeks time, but if it's slightly out of the ordinary, they seem to fall back to the 'rules' - I suspect because they don't really understand what you're on about. I too have had 'sorry no' answers from the reception girl, yet, never from the bloke?
The girl I dealt with couldn't differentiate between a 'quick glance under the bonnet to identify the problem (that was obvious)' and a full overhaul. The service manager and the mechanic (when I eventually got to speak to one) understood immediatly what I needed and I was on my way in minutes, but the girl seemed to think it was reasonable for me to book in for 3 weeks time, have the car examined and then come back again when they had the parts in. This is the same team that thought I should do the same for a missing bit of trim (6+ weeks to fit a sill trim)..
In the case of the trim, the service reception 'bloke' fitted it himself in the end.
I'm not being sexist and I have no objection to a mechanically competent girl on reception but I do think that anyone on service reception should have at least a basic understanding of what goes on under the bonnet! It make conversations far easier if they actually understand what you're on about and people tend to be far more flexible if they're not scared of looking foolish!

 

[Timechaser]

I wouldnt think you are being sexist, having been subject to several such examples of female platitude over the years.

However, I have also come across some who know cars inside out! There was this certain lass at Romford Mazda, tall, gorgeous, strikingly beautiful and absolutely competent at her job!

Wish we had more of them, instead of brainless contraptions.

 

[television]

Ok - is it me or does it always seem to end in tears if the 'girl' on reception deals with it. It's fine if you just want to book in for a routine service in 2 weeks time, but if it's slightly out of the ordinary, they seem to fall back to the 'rules' - I suspect because they don't really understand what you're on about. I too have had 'sorry no' answers from the reception girl, yet, never from the bloke?
The girl I dealt with couldn't differentiate between a 'quick glance under the bonnet to identify the problem (that was obvious)' and a full overhaul. The service manager and the mechanic (when I eventually got to speak to one) understood immediatly what I needed and I was on my way in minutes, but the girl seemed to think it was reasonable for me to book in for 3 weeks time, have the car examined and then come back again when they had the parts in. This is the same team that thought I should do the same for a missing bit of trim (6+ weeks to fit a sill trim)..
In the case of the trim, the service reception 'bloke' fitted it himself in the end.
I'm not being sexist and I have no objection to a mechanically competent girl on reception but I do think that anyone on service reception should have at least a basic understanding of what goes on under the bonnet! It make conversations far easier if they actually understand what you're on about and people tend to be far more flexible if they're not scared of looking foolish!

When I first became UK service for Yamaha back in 1973 they sent me a book from Japan on dealing with the customer, that said.

When your customer comes to you because he has a problem, have someone talk to him that will understand the problem, do remember that the customer maybe upset that it has gone wrong,so you must be nice to him and explain how it has gone wrong. Do not promise to repair it on a certain day if you cannot do it within that time as he will be more upset.

The girl on reception at Collindale London must lose 50% of customers walking in there for the first time. When we walked in to order a new S class
She was so horrible we left, Hope you read this Mercedes Benz AG


Malcolm

 

[benzo]

I try to get to know who has worked on my car or his supervisor, so when I call the dealer I can ask for a specific name so as not to have to speak to some 'anonymous dunderhead'.

And yes, wasn't too happy with the standard of service at Colindale. Have not been there in four years though it's probably the closest to me..

 

[Shambolic]

Nipped in today in pasing to see if car was ready and what was the diagnosis.
Again Alex the service manager came over to apologise saying he was going to phone me (I was working round the corner and decided to pop in ) later this morning(I was in about 1030am) The car would nead a part and "if it was convienent to me could I pick it up tomorrow as they were incredibly busy" Again it didnt bother me waiting as he had sorted me out yesterday with a curtesy hire car F.O.C. couldnt be more helpful.
Also the sale assistant that nearly sold us a new SLK but couldnt match the money or deal of the 12 months old car remembered me (6 Months ago) and came over for a chat asking how the car was going etc....
I had phoned him 2 days after seeing him about a car as he was arranging a test drive for the weekend at the time to apologise and advise him i had bought one elsewhere and thanking him for his time anyway(which I also did to the Porsche dealership too). I just think this is (un)common decency and pays dividends in the long run!!!
Only thing is if I had listened to the receptionist I would still be waiting for the car to be booked in and then the part to be ordered it would probably be neared Mon/Tues before I got the car back!!
A nice bottle of single malt will be winging its way to the service manager when I go in tomorrow to pick up wifes car.
I know he was only doing his job ,but in this day and age it is rare that somebody actually does!

 

[Shambolic]

Phoned about car ...new sender unit fitted???? Also having a wee check of other problems????? Will phone me later today!