Merc Dealers Standards - Personal Survey of Merc Dealers

[Andy Langman]

I have had serious problems with the franchised Mercedes dealer who sold me my car.  Has anybody else had particularly good or bad experiences?  This is just for my curiosity but if I get any good info I will make it available, anonymously if you wish.
                    Andy

 

[Steven Harrigan]

Merc Dealers Standards

I purchased my 94 C250 diesel auto from a local Mercedes franchise in Wales.

The salesman was very helpful, and I decided this was the car for me.  The front face of the radio cassette was missing when I test drove the car and there was no instruction booklet for the said radio.

I was told that even though this was a used Mercedes it comes with a Signature guarantee and that everything would be right time first time with a full valet - so no need to worry...mmm.

When I picked up the car just before Christmas it was gleaming in the sunshine.

The salesman said that he was waiting for the front of the radio/cassette and the booklet from head office and would let me know when they arrived.

On Christmas day 1 week after I bought the car it would not start - faulty fuel valve.  No problem I though just one of those things.

The dealer arranged for the car to be picked from my home and would let me have a courtesey car.

When the breakdown truck truck arrived, the driver said I have one odd wheel trim on the car, bearing in mind it had been valeted and a Signature guarantee that everything would be right first time.!!!

I complained to the salesman who agreed to a new set of wheel trims, mats inside the car and new mud flaps.

The MOT was carried out by the dealer and a few months later when I needed to tax the car I couldn't find the certificate.  I rang the dealer who said they would send a duplicate in the post.  

While in the area I deceided to pick it up.  The service department gave me the envelope and I drove off.  I stopped at traffic lights about a mile up the road and opened the envelope, guess what no MOT certificate!!!

Back to the dealer who said sorry and gave me my duplicate MOT....and as for the front of the radio/cassette and instruction booklet - the salesman gave me his out of his draw two months later.

I didn't expect this kind of service from a dealer selling such a presigous mark.

Would I buy another Mercedes you bet - from a Mercedes dealer no thanks.    Marks out of 10,  5

P.S  
A friend of mine bought a Saab 900 from a dealer and the difference in attitude is like chalk and cheese.

 

[Andy Langman]

Merc Dealers Standards

Steve,
    Apart from the details of your precise problems the overall attitude is much the same as I experienced.  The general manager of my dealer told Merc UK that he was providing a superior service!!  Superior to what?  I have to say I believe the mechanic/mechanics that have dealt with my electrical snags were incompetent, not what I expected from Mercedes.  Following a plea for help from Merc UK there has been an improvement in service, and despite them being at fault still no apology.
                       Cheers Andy

 

[Aidan Gillen]

Merc Dealers Standards

I own a 1994 C180 auto which will soon be due its 36000 mile service. I bought the car from an elderly aunt. The car has been serviced from new by my nearest MB franchised dealer. In fact it has done so few miles that it was serviced anually instead of every 9000 miles and so has had 7 visits to the dealership instead of 4.
While trying to book the car in for the 36k service, since it is an all-day event costing some £550, I asked about the use of a loan car for the day.

Because I did not purchase the vehicle directly from them, a loan vehicle would not be considered. The fact that they had always serviced the vehicle did not matter and what annoyed me most was the condescending manner in which I was treated - It would appear that MB dealers object to customers selling vehicles to members of their family!
I have always had my previous cars serviced at franchised dealers and loan vehicles have always been supplied.  I think that  a training course on customer care wouldn't go amiss.
I have since been recommended a Mercedes specialist who is not a franchised dealer, but who services only Mercedes, has Mercedes trained mechanics and who uses genuine MB parts. His price for the 36k service is £275 and the gentleman that I spoke to was helpful and discussed in detail what would be involved in the service if I gave them the business.

The difference in the attitudes of the two companies was immense - I think the service record book is about to get it's first non-franchised stamp.

 

[Steven Harrigan]

Merc Dealers Standards

Aidan

Are you sure you were quoted the correct price of £550 for a 36000 mile service.  

I've just checked my records for my 94 C250 auto - 65000 service totalled £164.34 and this is from a South Wales MB dealer.  I agree by the time other faults had been rectified it cost a little over £500.

I also have no problem in having a courtesey car.

Neither can I now see that taken your MB to a dealer to have the book fully stamped by a them is going to make that much of a difference to the price when you sell it - especially at this age.  Anybody have a different view.

 

[Aidan Gillen]

Merc Dealers Standards

Hi Steven,
Yes the price is right!!
We only have a couple of MB dealers here in Northern Ireland and I think they operate a bit of a cartel. The labour charge at my 27k service worked out at £70 per hour. Apparently at the 36k service, the auto gearbox filters have to be changed - I don't know if that is a big job, but they certainly led me to believe that it would take a lot of time. They also included the price of front pads in the £550, I suppose that if the car didnt need them it might be a little cheaper.
By the way, since I first posted the other day, I have found that I could drive 120 miles to Dublin in the Republic of Ireland, have the car serviced there by a franchised MB dealer, have a night in a good hotel for myself and my wife and drive back home the next day and still have change from £550! That says a lot for the N. Ireland MB dealer network. Perhaps I will price some dealers in Scotland over the next week - Holidays are coming after all.
allthebest

 

[Neil Eglintine]

Merc Dealers Standards

Aidan, I changed the autobox filter in my 190E. Took about 3/4 hour. Filter cost about £8 and 5 litres of ATF.
I don't have a ramp, just a pair of axel stands.

 

[Andy]

Merc Dealers Standards

Hi there
I am fairly new to the MB owners club. I am an ex dealer trained technician spending 14yrs with a midlands franchised dealer. I have know been working form my self for the last 8yrs. At the end of July this year I will have been working on these vehicles we love so much for the last 23yrs. Introductions over.
Having read all your comments I am sorry to say I have to agree with nearly all of them. My own customers complain of the service they get whether Sales Dept or Service Dept. You all have a right to expect the highest of standards from which ever dealer which has the three pointed star hanging over it. My experience is that it is about shifting metal. At the end of the day. The signiture warranty is great. If every body adheres to all the specs. And all the relevant checks are carried out. What you all don't know. Is there is a constant battle between sales & service depts. Nobody wants to pay. Usually service will pick up all the faults ie No radio front but sales will not pay, and theres the eternal triangle which you as the end user are part of. Then they will try and get the warranty company to pay, only after you have had the vehicle.

Moving onto Steve'spoint. Yes it can take as little as 3/4of an hour. But not every body wants to get under neath their vehicle, and of course thats wear I come in. I hope you changed the torque converter oil as well. Other wise you will just contaminate you new oil. Also any dust or grit which enters while the gearbox sump pan is down can & will have a detrimental effect if it gets into the  valve chest etc.
The 36k service from my company is priced at £250.incl parts & lab plus brakes if required. One should note that a service is not just about changing various oils. But the vehicle in the hands of an "experienced "technician is looking for wear and tear and any faults which may require attention in the near future or even in the distant future. He should be listning for noise's on road test from the vehicle and of course listning for any unnatural noises from the engine!!! My customers pay me for what I know, not what I do. That in my opinion is the difference or should be the difference between taking you vehicle to Halfords or you franchised dealer or Specialist.

Steve you mentioned your service at 65k, this is a small service and it's scope is far more limited than the 36k service that was mentioned before.

With regards to the Loan car situation. Each company has a different policy. I know from my own customers that you might as well cut their right arm off than leave them with out vehicles. We do charge a small fee to cover fuel and the customer has to insure it comprehensively. No matter how good the intentions, if theres no fuel in it we ge complaints. If we fuel it and do not charge. We get the vehicles back with no fuel in them. With usual excuse. " I've only done a couple of miles".

I hope I've been some help, I can see it from both sides of the counter. Look forward to see your comments if Any.
Regards
Andy
PS If you want to reach me www.mercedesservicing.com

 

[Anonymous]

Merc Dealers Standards

I have been in telephone contact with circa 35 franchised dealers & visitted 12 during car purchase negotiations. As in all things, there are the Good,the Bad & the Ugly.
Salespersons are predominantly devious & unreliable but a few I have found to be straightforward & relatively sincere, I do understand that they have a living to earn & that commission is an important factor in their income.
Service personnel vary dramatically & Signature checks are inevitably less than acceptable. I have not yet purchased a car that meets MB criteria (I do not buy new)
It is my experience that the bigger the franchise group concerned, the poorer the service. I always ascertain the length of service of the workshop employees have had at the particular franchise & the number of Master Technicians & have found it to be a reliable indicator.
Being interested in the cars themselves, I always endeavour to build up a relationship with (A) the service advisor (B) the mechanic who regularly services my.Many are themselves enthusiasts & they respond accordingly.
I am extremely fortunate that my local dealership is staffed by very well qualified, long serving workshop staff who take a genuine pride in their work & the cars.

 

[jaxxunb]

Merc Dealers Standards

I have an issue involving a new ML500 with a dealer installed trailer hitch.  Today is Monday, the car will go back to the dealer on Wednesday  for further discussion.  I will write about the outcome.  -Jaxxunb