MB service - online booking

[philharve]

Hi All

Last week I went in search of contact details for my nearest MB dealership. Whilst 'surfing the Net' I stumbled upon an 'online' service booking system that routed all requests through the MB Southwest Headquarters in Exeter.

That's neat I thought because it would save me the cost of a 'phone call. Because I had a service due I thought I would try out this newly discovered feature. I entered my details on the electronic form and sent it on its way. Within minutes I received an email stating I would receive a call directly to finalize details. I was impressed.

I waited, and waited, and waited. No one rang. I sent the request again and still no reply. I tried twice more without success.

Today I decided to visit the dealer and ask for an explanation. Whilst I was there I would arrange for the service in person.

To my surprise none of my requests had been received. The booking receptionist confirmed that email service inquiries was not only commonplace but they actually outnumbered telephone inquiries!!!

The receptionist showed me her Inbox and there were dozens of emails from clients wanting service. However, my own inquiries were not listed??? I inquired whether online booking was only available in the Southwest and was informed it was a nationwide service.

Has any member used online booking and how successful was it? I found it a frustrating experience, particularly since my requests have ended up in a blackhole, probably never to be read again.

REGARDS Phil

 

[Rory]

No idea - but I'm definitely going to ask the receptionist in my local dealership to show me her Inbox!

 

[M6AJJ]

If you saw the receptionist at ours, you would leave her "in box" well alone!!

 

[philharve]

Hi Rory, Hi M6AJJ

Do I sense a degree of levity in both your replies? The anatomical metaphors you have used didn't escape my attention.

The booking receptionist is a rather attractive 50-something who was very helpful. Also, I couldn't fail to notice that two of the desk positions at my local MB dealer are now occupied by women. Is this an expression of 'Equality' on the part of the dealer or perhaps an attempt to present a softer, more caring image?

Something else has changed though. I turned up at the dealer in a yellow & black rugby shirt, blue Rohan travel trousers and wearing a black, peaked cap bearing the monogram 'Mercedes-Benz'. However, I wasn't treated as though I was a bad smell. The asked if they could help me; called me 'Sir' and were welcoming and friendly. They listened to me and I got my first choice for booking date and time.

Maybe someone senior at Daimler-Chrysler is a member of this Forum and has taken notice of the criticisms of their dealers?

REGARDS Phil

 

[Rory]

It'll be the MB hat - they probably thought you were the CEO.

Or maybe they were being ironic!

 

[philharve]

It'll be the MB hat - they probably thought you were the CEO.

Or maybe they were being ironic!

Hi Rory

I couldn't be that lucky. A major lottery win would be more likely.

REGARDS Phil

 

[Cheltenhamshire]

Don't be fooled by the 'Sir' comments. Judge them on the actual service you recieve!! Mercedes Benz of Cheltenham & Gloucester think 'Sir' and nice coffee etc is a substitute for good service. I call it arse licking.

Lucky that County Mercedes were more down to earth and substituted arse licking with good service!

 

[philharve]

Hi All

I think someone in this Forum once advised me that if you turn up at a dealers 'oddly dressed' you may be viewed as an eccentric millionnaire and get the full A1 treatment. However, if you turn up at the dealers 'smartly dressed' you may be viewed as putting on an act to diguise the fact that you haven't got any money.

What have you got to do to really impress?

REGARDS Phil

 

[Myros]

crash your pre-owned SL

through the showroom window, landing on the bonnet of the new one they are trying to sell.

It would impress the cr*p out of me if I did it. and then tell them not to worry about the damage, your brother has a scrap yard and would give them a decent price.

 

[jberks]

What have you got to do to really impress?

Ah, on the one hand you want to impress them so they take you seriously. On the other, if they think you've got money, they want it and won't do you a deal!
Best to keep them guessing.

 

[Blobcat]

I’m probably one of the worst for the MB dealers. It’s my car and my money and I do not like to be parted from either. My wife is embarrassed that I will do a deal on anything and MB is one of my favourites to deal with.
There are so many cars that go in for service that are either paid for by companies or people with more money than sense. When they come up against an owner who cares about his vehicle and has knowledge they can have difficulty.
I do not really care what they think of me, only that my car is well looked after and I have paid a fair price. They are never going to make a fortune from me, but then again I don’t want them to go under either.

 

[philharve]

How to get yourself noticed.

Hi All

Went to the dealer today for an 'A' service. Wore a shirt & tie. Carried a briefcase and brandished my Blackberry. Wore my monogrammed 'Mercedes' peaked cap.

They offered me a beverage (coffer/tea) - no charge - and a desk to work at whilst I browsed through my share certificates which I brought with me in the case. Two hours later my car was ready.

They had washed my car but stopped short of a full valetting - no charge. On the passenger seat was a carrier with a complimentary quart of engine oil.

They said if I would provide touch up materials, they would repair the two small rust spots, FOC. They described them as untreated stone chips. I still don't believe it and will seek another opinion.

Noticed the bill (GBP304.00) included windscreen wash. Funny, but I topped it up a day, or two, before.

They changed the button cells in my remotes!!! I thought they were Li-ion and were charged through the ignition key slot. Apparently not!

I did a nerdy thing. I sent the service booking manageress thanking her for the coffee. She sat at an adjacent desk about 7 feet away from my desk. I explained I wanted to make sure I had correctly programmed the dealer's email and web address into my Blackberry and sending a 'test' email provided the proof I needed. She twigged I had sent the email because she didn't know anyone called 'Phil' who she had served coffee.

Paid my bill with a smile. Waved to everyone upon leaving.

I wonder how (if) they'll remember me? (P*llock?)

REGARDS Phil

 

[Blobcat]

Hi All

Went to the dealer today for an 'A' service. Wore a shirt & tie. Carried a briefcase and brandished my Blackberry. Wore my monogrammed 'Mercedes' peaked cap.

They offered me a beverage (coffer/tea) - no charge - and a desk to work at whilst I browsed through my share certificates which I brought with me in the case. Two hours later my car was ready.

They had washed my car but stopped short of a full valetting - no charge. On the passenger seat was a carrier with a complimentary quart of engine oil.

They said if I would provide touch up materials, they would repair the two small rust spots, FOC. They described them as untreated stone chips. I still don't believe it and will seek another opinion.

Noticed the bill (GBP304.00) included windscreen wash. Funny, but I topped it up a day, or two, before.

They changed the button cells in my remotes!!! I thought they were Li-ion and were charged through the ignition key slot. Apparently not!

I did a nerdy thing. I sent the service booking manageress thanking her for the coffee. She sat at an adjacent desk about 7 feet away from my desk. I explained I wanted to make sure I had correctly programmed the dealer's email and web address into my Blackberry and sending a 'test' email provided the proof I needed. She twigged I had sent the email because she didn't know anyone called 'Phil' who she had served coffee.

Paid my bill with a smile. Waved to everyone upon leaving.

I wonder how (if) they'll remember me? (P*llock?)

REGARDS Phil

My 'A' service cost me £220 last Thursday. I always fill the screen wash up before I take it in and joke with them when they add 'screen wash and Anti-Freeze for Screen Wash' onto the bill. I have had it removed from the bill previously. What they did this time is put it in the boot for me along with some aerosol lubricant.
MB like most of the bigger manufactureres now had servicing kits. So all the items required for the service are included. On the bill they are broken down individually to make you think you have had a lot done for the money.
I also have 'free' tea / cofffee / hot chocolate / biscuits & Welsh Cakes. However I am well aware that I am paying for it all along with the glass and chrome.
When SG Swansea were in the industrial estate the hourly rate was £67.50 it is now 3 yr later £85.
Still it appears I have paid £84 less than Phil for an 'A' service. Did you have anything else done for the £304? I also almost always turn up in dockers and a sweatshirt. I only iron shirts for my business meetings.

 

[philharve]

Hi Blobcat

Well, the basic 'A' service was quoted at GBP159.99, presumably ex-VAT. See below.

Reading from my service book ...
I had a brake fluid change, air cleaner change and fuel filter change.

Reading from the Sales Invoice ...
A/00100001
Carried out assyst A service
Replaced remote batteries
A/NEG ...........................................GBP159.99
assyst A
X/MA104 180 01 09 oil filter
X/MN007603014106 seal ring
X/MQ36003171 screenwash
X/ZZOILSS Shell Ultra 5W 40 (7 off)
X/ZKIT KIT
X/MQ898000000 CAR PROTECTION
A/42142301
Replaced brake fluid
A/NEG ...............................................GBP32.11
b/fluid
X/MA000 989 08 07/17 Brake fluid
A/00030001
EMISSION CONTROL SERVICE
A/NEG ...............................................GBP10.95
emission service
X/Z42117 Gas Treatment
A/00156002 ........................................GBP47.60
Replaced fuel & air filters
X/MA002 477 27 01 FUEL FILTER ....... (GBP23.69 EA) ......... GBP22.52
X/MA604 094 13 04 FILTER ELEMENT... (GBP11.72 EA) ......... GBP11.14
X/MN916002 012100 Clamp (2 off) .... (GBP0.87 EA) .......... GBP1.66
X/MA000 828 03 88 Remote Handset Batteries ... (GBP3.92 EA) ... GBP3.73

NET GBP259.45
VAT GBP45.40
TOTAL GBP304.85

Now I'm the first to admit that I didn't have a 'standard' A service. There was at least one addition item (brake fluid change) that I had to have because the car is 100k-miles young.

How did your service vary, either in items fitted, tasks performed or cost?

VAT makes a big difference.

They did provide me with some freebies ... or did they?

REGARDS Phil

 

[Rory]

I haven't seen a bill like that before - most dealers in my experience itemise out every item. Obviously the screen wash rip-off is something that we've all got used to (I was given the remains of the bottle too) but I *hate* seeing things like Car Protection, Gas Treatment etc. Environmental charge is being added to many servicing bills now. What next, mechanic's overalls laundering charge?
And is the '7 off' for oil, 7L? That's where you're complimentary 2L came from! Although 7L of oil in my dealer would have probably cost the whole £160!

On the other hand, you don't seem to have paid much for the brake fluid change.

My A service (on a C270) was £160 (inc VAT) but that was with me supplying my own MB229.5 oil as the dealer wanted £12.95/L, so, with VAT the 6.5L I needed would have cost £100 (their quote inc oil was £250, but I didn't want to make a fuss about the £10 discrepancy as I rejoiced in how much profit they'd lost by not supplying my oil).

 

[philharve]

I haven't seen a bill like that before - most dealers in my experience itemise out every item. Obviously the screen wash rip-off is something that we've all got used to (I was given the remains of the bottle too) but I *hate* seeing things like Car Protection, Gas Treatment etc. Environmental charge is being added to many servicing bills now. What next, mechanic's overalls laundering charge?
And is the '7 off' for oil, 7L? That's where you're complimentary 2L came from! Although 7L of oil in my dealer would have probably cost the whole £160!

On the other hand, you don't seem to have paid much for the brake fluid change.

My A service (on a C270) was £160 (inc VAT) but that was with me supplying my own MB229.5 oil as the dealer wanted £12.95/L, so, with VAT the 6.5L I needed would have cost £100 (their quote inc oil was £250, but I didn't want to make a fuss about the £10 discrepancy as I rejoiced in how much profit they'd lost by not supplying my oil).

Hi Rory

True, a bill like this needs some deciphering. I don't understand 'Car Protection', 'Gas Treatment' either. I wish everything was costed.

'Oil' (7 0ff) - I figured this was 7 litres. I think my car takes 5L. No freebie, then?

Before the service was performed I was told the brake fluid change would be about GBP50.00. It was optional, but I agreed to it.

I asked about the cost of a 'B' service and was informed it was currently GBP340.00. However, I regard this as a starting point. The final bill will undoubtedly be higher.

If you supply your own lubricants then you must make a big saving. I might have my indie service the car next time.

REGARDS Phil

 

[philharve]

Hi All

Three or 4 days after my 'A' service I received a call from the Mercedes-Benz dealer. I recognised the lady's voice, she was the service booking manager who offered me a desk to work at and a coffee.

I replied by email listing those things that I thought went well with the service BUT I also listed all those things that didn't work well for me, like being charged for screen wash when none was required. I received an acknowledgement.

I also raised the issue of the cost of the 'A' service. The basic cost quoted to me was GBP160.00 but after 'additions' the outturn cost rose to over GBP300.00. Finding out the final bill was nearly 100% over the original quote is very annoying. I told them so.

I inquired about the cost of a 'B' service and was quoted GBP340.00. This will probably mean an actual bill of between GBP600.00 and 700.00 which is approaching one-tenth the present value of the car.

I think servicing costs have gotten out of hand. Dealers seem to be able to charge whatever they like. There is no point in displaying a 'big board' in the showroom giving details of fixed cost servicing if the outturn charges are likely to be very nearly double. My indie did warn me this would happen.

I used the dealer for this service because I wanted to discuss the issue of corrosion warranties. I have two small spots of rust on the exterier bodywork. I didn't witness the 'paint thickness' checks I asked for conducted. However, I was subsequently informed the paint thickness was 'consistent' (correct thickness though???) across a wide area and the spots were due to stone chips. I always thought stone impacts removed a flake of paint but one of my rust spots is clearly covered: the rust is bubbling from below. I think I will either have to do the repairs myself or get another independent 'expert' to support my corrosion case. Whether that will help me raise a claim, I don't know.

At least now I know what a dealership service is like. An indie has got to be at least a GBP100.00 cheaper and double that for a major service.

Online booking is a timesaver and provides a formal record of any agreement made with the dealer prior to work being carried out. Request an acknowledgement because it will provide valuable evidence in case of dispute.

REGARDS Phil

 

[davebox]

I have yet to service my C220CDI. Having seen a friend pay over £600 for a B service and MOT I'm contemplating an Indi or even a local garage that I know is good. Recommendations from MB owners and Audi owners. My father in law paid just £160 which covered all the filters, oil and what equated to a 'B' service. I have only one reason to use my dealer - warranty, the car is still under the manufacturers three year cover and after having to replace the turbo at only 12K I wonder if I service outside the dealer just how slow any future warranty claims will get sorted. The dealer price is high and the service does not seem to warrant the cost. What a dilemma.
DB

 

[blassberg]

I also raised the issue of the cost of the 'A' service. The basic cost quoted to me was GBP160.00

Hi chaps - my lease co. are paying for my A service today and my windscreen wash is empty hence I read through the thread (not to find out how to refill it....) The cost breakdown above confirms the £160 but was VAT excl. The VAT is £28 of your addons making your minimum bill 187.99. Agree about being miffed by the add-ons. Guess you could say "call me for approval if anything required over the £160"?

A/NEG ...........................................GBP159. 99

 

[jberks]

A services on the 240 always used to be in the £250 range and B's around £400.
I've switched to the indie and my last service (a 'D' - 211's seem to use the whole alphabet) was about £300, compared to the dealers starting point of around £550. I'm fairly confident that warranty claims will still be honoured. Any refusal is illegal and the EU is just waiting to pounce if they try it. I suspect they'll just go along with it.