MB Customer Care (Where?)

[three pointed star]

Are you sitting comfortably??than I shall begin. I have today had an exasperating telephone conversation with those faceless careless individuals that today represent the once mighty Mercedes-Benz.
Let me begin at the beginning. My Wife?s September 2000 230SLK, developed what I now know to be a common failing, namely the passenger door window has come adrift from it?s runner/regulator, allowing it to travel further up than it should. When I first reported this to my local MB dealers service department in Feb of this year & 25700 miles, the service Manager/supervisor exclaimed that they would look at it when I next visited them. Due to the minimal use this car gets (less than 6500 miles per year), and in view of the fact that the dealer isn?t necessarily on our doorstep (30 miles away), it wasn?t until last weekend with the wet weather drawing in and a window that now leaks, prompted our visit to them. They had it in the workshop for 30 minutes, only to tell us what we knew already! Parts would have to be ordered (a new Passenger side window and assembly), and fitted at our expense. I expressed my dissatisfaction that whilst I accepted the car was now out of the manufacturers 3 year warranty, I didn?t consider the failing in question, and a known one at that, to be consistent with the quality of a motorcar costing the thick end of £34000 when new, and having only now covered 26300 miles at time of writing, to call the car a pampered example would be an understatement! We have had the car main dealer serviced every 12 months, regardless of mileage and what the service ASSYST indicator suggests. Given this, I asked if they could, at my request contact DaimlerChrysler, and see if there would be anything forthcoming in the way of goodwill. Several days past and the promised telephone call did not come. I then rang the dealer, to be told matter of factly, that they had made the request, but it had been declined. Not to be dissuaded, and feeling I had a really valid case, I rang DaimlerChrysler customer care/relations, on Friday of last week, a sympatric chap listened to what I had to say, gave me a case number, and said he would see what he could do. Today (Tuesday), I received a phone call from my dealer!!!!, they (DC) had declined my request and referred it back to them to tell me. As a (hard)core customer of MB for 30 years now, an owner?s club member and a staunch advocate of the 3 pointed star, I feel really let down and disappointed. I keep reading the bad reports and adverse press that MB have been receiving of late, and am fast coming to the opinion that the only thing MB have got going for them now is there heritage, and this can soon be tarnished with rubbish quality and service, the type of which I have received. Someone please tell me if I am being unreasonable in my expectations. Still not happy, where do I go from here? (Except to my local BMW dealer).

 

[jberks]

I wonder whether the boss of Merc UK reads this. Anyone know his email address - perhaps he would like to see what his loyal customers think of his company and products. I think of myself as a loyal merc owner, with no expectation of ever driving anything else, but I am seriously considering trying a BMW or even a Saab or Volvo next time.

 

[DaveS]

With regard to JBerks comments, its not the boss of Merc UK we should be going for, it is The Boss in Germany or even Chrysler Benz in USA.
Mercs are Chrysler Benz cash cow which is why, curiously enough, the accountants have been forcing corners to be cut of late in order to maximise profit on Mercs to prop up the rest of the outfit.

 

[Arnie]

TPS,

All, I can say is that your experience is unfortuately typical of what to expect from MB these days. I think that they are being hit by too many claims on newer cars (due to insufficient product testing and development), that they are forced to be tough on warranty claims to save money. As a 20-year MB customer, my experience with a 2001 SL was not any better, even when the car was in warranty. At least you didn't get your car crunched by the dealer on your last visit...


And Dave, curiously, from a recent FT artcle, Chrysler truck division has been propping up MB recently...(too many losses due to qualty problems).

 

[OlafMaxwell]

Three Pointed Star....

My 2000 E320CDI was my first introduction to Mercedes. It will by my only one. Your experience would have been little different in warranty, they use every sharp trick not even know to Minder to get out of repairs. Your experience is entirely typical and to be honest you did better than most. Usually you get no phone call. Mercedes trade on their heritage and the fact that there are people out there who will not drive anything else. A few years ago they were ahead of the posse but now there are many other cars out there which while lacking the three pointed star are often nicer to drive and with an ownership experience light years ahead of Mercedes. Curiously now BMW have overtaken Mercedes.......I wonder why.

You are not being hard in your expectations. If you think that you will get proper treatment, courtesy, honesty and civility after shelling out the price of a house for a car ...yes you should get it but you don't and won't. That's why you need to buy Jaguar, Lexus or any other make. What many other cars may lack in the name they make up for in the ownership experience.

Having dealt with a Jaguar XK8 I can only say it has had one or two problems but the experience in sorting them out was a dream by comparison with enduring a simple service with Mercedes and that is not to say they were sorted out without a cost. The public perception is interesting too.....one drives a Jaguar because of liking them....a Mercedes to be seen in one. I would never in a million years touch any Mercedes performance car, a conclusion arrived at entirely due to their customer service.

 

[Arnie]

MB dealers were always a bit difficult to deal with for service, but at least while they were independant, there was a bit more variety than today when they are all owned by MB.

My other car in the family is a 1996 MB G-Wagen and nothing has ever gone wrong with it in 7 years of ownership. Therefore, the only dealer visits required were just for the usual servicing spares (filters etc).

However, my newer 2001 SL has nearly spent more time at the dealer than in my garage... Although this is a car design that was first launched in 1990 and so one would expect to be trouble-free (I did), the things that have gone wrong have been related to engine, catalytic converters, xenon lights, alarm system...corrosion, due to poor paintwork, etc. All of which are new updates and modifications.

It seems most of the problem/warranty posts on this forum are related to newer cars up to 4 years old. And, indeed, this is confirmed by recent dealer visits.

 

[Richard Murray]

Customer Service

It strikes me as utter madness that MB have no loyalty to their customers. At the end of the day the market is flooded with quality cars at a fraction of the cost of a new Mercedes.

In recent JD Power surveys for customer satisfaction - Mercedes is consigned to the bottom with honours going to Mazda, Subaru and Lexus.

I've experienced the wrath of both MB and Audi - so can sympathise.

If you're really cynical about the whole thing and see it from the dealers point of view - you can understand why they refuse to honour repairs.

If it's outside the warranty period - then the dealer checks with MB (head office) who will look at their own records for similar problems. If it's a known issue then there is a chance you can get the repair free-of-charge. However, with warranty claims coming in from all over the UK, then I suppose they have to be ruthless otherwise it would be a free-for-all. The dealer won't put their own hand in their pocket because they're in business. If they repaired every faulty car without authorisation, even if they were on first name terms with the customer, and valued their custom, then they'd be in financial trouble within in a short period. Either that or MB would remove their franchise. It's a bit like MPs having to tow the party line.

The other thing is mileage, and how the car is cared for. I personally don't think MB pay any attention to this. How often have you read posts that mention minimal mileage and problems. MB and other makers will always refer to 'how the vehicle is driven, road conditions, how the vehicle is used, etc, as a way out of honouring the claim.

Standard Life insurers recently renaged on a promise to meet shortfalls regards the disgrace of mis-sold endowment mortages - saying it wasn't a promise - because market conditions weren't right. MB is doing exactly the same.

Unless MB start building better cars, paying real attention to customers concerns, and treating them fairly - then they'll lose them. And here's the crunch - what if the die-hard MB affciendos try another 'inferior brand' but discover to their horror that the car is reliable, that parts are realistically priced, and that cusomer care is more than a shiny suit and a cup of coffee in a MB branded cup?

I know because I've had the 'standard MB' refusal letter regards warranty work.'

I suppose at the end of the day - either you put it down to experience or look for another car that cuts the mustard.

Look at the new Honda Accord diesel estate for example.

That's my tuppence worth.

 

[squealinneil]

Follow my recipe for happy, inexpensive motoring.
I'd suggest you all sell your modern Mercs & search out low mileage, FSH, loved W201s, W126s & W123s, "the last beautifully built Mercedes" & then take them to some of the excellent independents.
The only reason to go to the dealer will then be for the odd part, to look at the new models & figure out how many hundreds of pounds per month they will depreciate.

 

[blacktrdsupra]

think squealinneal has a good point - it seems that (even aside from the depreciation horrors) the older cars that MB made 80's and early 90's had far better build quality. i was on the verge of buying a newer c-class or e-class but after research, opted for an older w124.

 

[squealinneil]

Last April I bought a 1982 230E from the son of the original owner. It had done 84K. After 5,000 miles it passed it's MOT last week needing only, wait for it, a new front number plate!
I have done NOTHING to the car except put petrol in, check the tyre pressures & put in about ½ a litre of oil. The MOT man said it was in better nick than some 3-4 year old cars he MOTs.
Even if it's stolen tomorrow it will have cost me virtually nothing. Incidentally, it's also a joy to drive. People come up to me in car parks & start conversations.
They knew how to build them then.

 

[cabhopper]

MB Customer Care

I used to have my own Mercedes Actros truck which I bought new.......in Germany!! Saved a lot of money, but most importantly, was treated with respect by the Dealer. Had to jump through one or two hoops when I got it back here, and was talking to a Mercedes fitter one fine morning, where I told him the full story. The upshot was that he recommended that I write to the head of Mercedes UK. Trouble is can't find the letter to tell you his name, but a phone call to MK will get you the info. The outcome was one or two people got sorted, in a big way, and I found myself with a couple of cancelled invoices as an apology, and things ticked along a lot better. So it is worth making your feelings felt to the man.
Let's face it; as I pointed out to them, the truck was merely a commercial item. The same is now true for the cars. God forbid, but you get auctions where Mercedes put over 1000 cars through. They are no longer a cachet marque, they are selling/leasing too many for that sort of attitude to prevail. They must fully support the used market, or the long trem consequences will be dire.
That is my unconsiderred view

 

[OlafMaxwell]

The answer is customer service.

I was interested to see that Mercedes was recently voted one of the most unreliable cars and ranked down at the bottom of the pile worse than Fiat. I have had eight Fiats, yes, they did have their troubles, but to this day remain on good terms with the dealer and was in the showroom recently to buy a commercial vehicle. I would buy another. Why? Customer service!!

Mercedes? Never again, having a slimy sleazeball tell me exhaust failure at 4,000 miles is wear and tear and brake failure at 8,000 is wear and tear is too much. Mercedes cars are no longer even safe, they are dangerous and unroadworthy.

 

[moveitall]

Are you sitting comfortably?…than I shall begin. I have today had an exasperating telephone conversation with those faceless careless individuals that today represent the once mighty Mercedes-Benz.
Let me begin at the beginning. My Wife’s September 2000 230SLK, developed what I now know to be a common failing, namely the passenger door window has come adrift from it’s runner/regulator, allowing it to travel further up than it should. When I first reported this to my local MB dealers service department in Feb of this year & 25700 miles, the service Manager/supervisor exclaimed that they would look at it when I next visited them. Due to the minimal use this car gets (less than 6500 miles per year), and in view of the fact that the dealer isn’t necessarily on our doorstep (30 miles away), it wasn’t until last weekend with the wet weather drawing in and a window that now leaks, prompted our visit to them. They had it in the workshop for 30 minutes, only to tell us what we knew already! Parts would have to be ordered (a new Passenger side window and assembly), and fitted at our expense. I expressed my dissatisfaction that whilst I accepted the car was now out of the manufacturers 3 year warranty, I didn’t consider the failing in question, and a known one at that, to be consistent with the quality of a motorcar costing the thick end of £34000 when new, and having only now covered 26300 miles at time of writing, to call the car a pampered example would be an understatement! We have had the car main dealer serviced every 12 months, regardless of mileage and what the service ASSYST indicator suggests. Given this, I asked if they could, at my request contact DaimlerChrysler, and see if there would be anything forthcoming in the way of goodwill. Several days past and the promised telephone call did not come. I then rang the dealer, to be told matter of factly, that they had made the request, but it had been declined. Not to be dissuaded, and feeling I had a really valid case, I rang DaimlerChrysler customer care/relations, on Friday of last week, a sympatric chap listened to what I had to say, gave me a case number, and said he would see what he could do. Today (Tuesday), I received a phone call from my dealer!!!!, they (DC) had declined my request and referred it back to them to tell me. As a (hard)core customer of MB for 30 years now, an owner’s club member and a staunch advocate of the 3 pointed star, I feel really let down and disappointed. I keep reading the bad reports and adverse press that MB have been receiving of late, and am fast coming to the opinion that the only thing MB have got going for them now is there heritage, and this can soon be tarnished with rubbish quality and service, the type of which I have received. Someone please tell me if I am being unreasonable in my expectations. Still not happy, where do I go from here? (Except to my local BMW dealer).

I totally empathise over your frustration, as I have had to endure the same disgraceful service myself. All MB are doing is tarnishing their reputation, what they have left of it, as a consequence discerning customers will change to a better product.
MB get your act together before you lose all credibility in the marketplace.

 

[moveitall]

Are you sitting comfortably?…than I shall begin. I have today had an exasperating telephone conversation with those faceless careless individuals that today represent the once mighty Mercedes-Benz.
Let me begin at the beginning. My Wife’s September 2000 230SLK, developed what I now know to be a common failing, namely the passenger door window has come adrift from it’s runner/regulator, allowing it to travel further up than it should. When I first reported this to my local MB dealers service department in Feb of this year & 25700 miles, the service Manager/supervisor exclaimed that they would look at it when I next visited them. Due to the minimal use this car gets (less than 6500 miles per year), and in view of the fact that the dealer isn’t necessarily on our doorstep (30 miles away), it wasn’t until last weekend with the wet weather drawing in and a window that now leaks, prompted our visit to them. They had it in the workshop for 30 minutes, only to tell us what we knew already! Parts would have to be ordered (a new Passenger side window and assembly), and fitted at our expense. I expressed my dissatisfaction that whilst I accepted the car was now out of the manufacturers 3 year warranty, I didn’t consider the failing in question, and a known one at that, to be consistent with the quality of a motorcar costing the thick end of £34000 when new, and having only now covered 26300 miles at time of writing, to call the car a pampered example would be an understatement! We have had the car main dealer serviced every 12 months, regardless of mileage and what the service ASSYST indicator suggests. Given this, I asked if they could, at my request contact DaimlerChrysler, and see if there would be anything forthcoming in the way of goodwill. Several days past and the promised telephone call did not come. I then rang the dealer, to be told matter of factly, that they had made the request, but it had been declined. Not to be dissuaded, and feeling I had a really valid case, I rang DaimlerChrysler customer care/relations, on Friday of last week, a sympatric chap listened to what I had to say, gave me a case number, and said he would see what he could do. Today (Tuesday), I received a phone call from my dealer!!!!, they (DC) had declined my request and referred it back to them to tell me. As a (hard)core customer of MB for 30 years now, an owner’s club member and a staunch advocate of the 3 pointed star, I feel really let down and disappointed. I keep reading the bad reports and adverse press that MB have been receiving of late, and am fast coming to the opinion that the only thing MB have got going for them now is there heritage, and this can soon be tarnished with rubbish quality and service, the type of which I have received. Someone please tell me if I am being unreasonable in my expectations. Still not happy, where do I go from here? (Except to my local BMW dealer).

I totally empathise over your frustration, as I have had to endure the same disgraceful service myself. All MB are doing is tarnishing their reputation, what they have left of it, as a consequence discerning customers will change to a better product.
MB get your act together before you lose all credibility in the marketplace.

 

[OlafMaxwell]

I havea friend recently change from an S class, got rid of it after a few months it was so bad. Dealer told him a knock was normal....something about spheres banging off the chassis..... lots of other problems too. Fed up with people jibing him about how bad Mercs are these days.

A few metres down the road and into Lexus shop.........traded for LS430....Lexus man says....its great, we can sell traded in Mercs no problem so you get a great trade in, people still coming in wanting to be seen in Mercs...

New Lexus driver could not believe the build quality, reckions its built like it will last 20 years, solid, smoother and more silky than the S class by a mile, reckoned technologically and performance wise it left the Mercedes at the starting post in the last century. Only reason he never went for them before was image, now he reckons owning one you would never go back to Mercedes.

Why can't Lexus make big diesel engines.......

 

[russavis]

This is just the tip of the iceberg!!

If you read my initial post entitled "Gearbox problems? 1997 C180 automatic." You will find that this problem is far reaching. Having written to MBUK Complaints department to inform them of the poor service received by a dealer, and the fact my complaints were un answered by the aforementioned dealer, they used infinite wisdom to re direct my complaint back to, you guessed it, the dealer who all the problems were with in the first instance. This was a totally vain effort, to get some faith back in MB would take a miracle, i would only ever buy the older models now, and having said that i was in the process of finding a CL55 AMG to purchase but now feel my money would be better served on a Vauxhall or Ford, who although not renowned for fantastic build quality still believe in good customer service and parts are also cheap and in abundance. The money this would save me, could be used to go on a fantastic holiday in the sun, to help me forget the absolute disgust and contempt i currently fell for MB and all of its representatives!!!!!

 

[georigg]

I have a W211 E230 and recently asked the local dealer for information on the drive shaft diameter across the splines at the rear hub. I was directed to MB-UK where I asked the same question just to be told "you will have to contact your dealer for that information".

I explained I had in fact asked the dealer and they had re-directed me to MB-UK but to no avail, and a slightly less than polite reply from MB!.

I then phoned MB-UK Customer Care and said I wished to raise a complaint. Said person took the details and I gave them my mobile so they could "phone back within 30 minutes with a reply"

Needless to say, I am still waiting for that phone call.

I accept that they MAY be more interested in selling and supporting newer cars than my 1996-7 but their attitude STINKS.

Does MB Germany really know(or care) how MB UK treats their customers?

This is my first MB having had about seven or eight BMW's over the past 10-12 years. I will be returning to BMW after this; at least they know that their customers pay their salaries and respond accordingly!
Georigg
Aberdeen-Scotland

 

[moveitall]

I totally agree with both of your comments with regard to the arrogant and total lack of after sales response from MB UK. It is totally unacceptable and I will be writing to " The motor industry ombudsman" to air my frustrations and hopefully receive a positive response.