David Pemberton
Senior Member
- Joined
- Jul 8, 2006
- Messages
- 89
- Reaction score
- 4
Hello
I am fresh back from an extraordinary conversation with the Parts Manager of Mercedes Benz Nottingham that had us both shaking our heads in disbelief at the apparent stupidity of Mercedes Benz UK.
I have been trying to buy the Version 10 navigation discs for my APS 30 sat nav. I placed the order last Saturday and called to collect them on Thursday. Version 9 had been shipped by MB UK. MB Nottingham repeated the order. I called to collect again this morning. Version 9 had been shipped again.
In both instances MB Nottingham had used the correct part number for Version 10, but MB UK had shipped Version 9. Apparently it is the MB UK policy to clear old stock first. The MB Nottingham parts manager could see that just one of the old part number remained so he’s going to repeat the order twice to exhaust the old stock. The fourth order should yield the new discs for me, then he’ll return the three other orders to MB UK, and some other dealer will have to repeat the dance. He took this situation pragmatically and didn’t seem surprised by the lunacy it implies.
This raises two questions which I intend to put to the MD of Mercedes Benz UK:
1. What responsibility does MB have to supply its customers with the most recent items? I can see that supplying the oldest parts might not matter for some items. But when I’m buying an UPDATE it’s because I want the latest information. The concept of service is to steer your customers through these complexities, not to rely on them to know what’s current and what’s obsolete.
2. Although the navigation system reminds me to follow the road traffic regulations, if MB knowingly supply obsolete map data when they have a more up-to-date disc, do they start to share some culpability if I am guided to a dangerous turn-restriction or one-way street?
MB could see the release of a new version of the software as a good money making opportunity (Microsoft do): they could display the latest version in the showroom (Version 9 was on show this morning…); they could write to customers to tell them about the update; they could provide information on their website.
Instead they try and clear old stock and sell a potentially negligent product. These discs cost £200+ so this could be a case of adding injury to insult!
Best wishes
David
I am fresh back from an extraordinary conversation with the Parts Manager of Mercedes Benz Nottingham that had us both shaking our heads in disbelief at the apparent stupidity of Mercedes Benz UK.
I have been trying to buy the Version 10 navigation discs for my APS 30 sat nav. I placed the order last Saturday and called to collect them on Thursday. Version 9 had been shipped by MB UK. MB Nottingham repeated the order. I called to collect again this morning. Version 9 had been shipped again.
In both instances MB Nottingham had used the correct part number for Version 10, but MB UK had shipped Version 9. Apparently it is the MB UK policy to clear old stock first. The MB Nottingham parts manager could see that just one of the old part number remained so he’s going to repeat the order twice to exhaust the old stock. The fourth order should yield the new discs for me, then he’ll return the three other orders to MB UK, and some other dealer will have to repeat the dance. He took this situation pragmatically and didn’t seem surprised by the lunacy it implies.
This raises two questions which I intend to put to the MD of Mercedes Benz UK:
1. What responsibility does MB have to supply its customers with the most recent items? I can see that supplying the oldest parts might not matter for some items. But when I’m buying an UPDATE it’s because I want the latest information. The concept of service is to steer your customers through these complexities, not to rely on them to know what’s current and what’s obsolete.
2. Although the navigation system reminds me to follow the road traffic regulations, if MB knowingly supply obsolete map data when they have a more up-to-date disc, do they start to share some culpability if I am guided to a dangerous turn-restriction or one-way street?
MB could see the release of a new version of the software as a good money making opportunity (Microsoft do): they could display the latest version in the showroom (Version 9 was on show this morning…); they could write to customers to tell them about the update; they could provide information on their website.
Instead they try and clear old stock and sell a potentially negligent product. These discs cost £200+ so this could be a case of adding injury to insult!
Best wishes
David
