Mercedes Bromley / Beckenham poor service and incompetence.

[thebeard]

Has anyone else experience incredibly poor service and serious incompetence at MB Bromley Beckenham branch?
I’ve had a number of poor experiences with them so much so that I contacted MB customer service and reported the appalling service I had received.

The most recent was a simple change of nearside headlight bulb prior to a long distance trip over to the westcountry.
Near side not working after £38 and 60 mins at MB Bromley now both dip beams are NOT working!
That is just the latest in a catalogue of incompetence.
Everything from being told my car didn’t have rain sensors “fixed by a MD dealer in FRANCE!!”
To being told my inlet manifold had an oil leak and would cost £2000 to replace. “When it appears the oil was actually due to oil spill following top up. Jet washed and confirmed at MB Dealer in France”

Also what I am realising is that the MB system of check in with a service reception person and then handing over keys only to get keys back and never meet the technician/mechanic is infuriating as is the bizarre awkward customer interaction.

Also has anyone else noticed how the sales staff fanny around don’t want to talk to customers, I mean I was there for 45 mins looking at the new cars whilst they replaced / cocked up the bulb replacement and not one of them even bothered to ask I needed any info or help they couldn’t even look me in the eye.

My Mercedes experience has over the years got worst and worst.

I’ve complained to MB but I don’t think it’ll make a jot of difference.

What was a surprise was that MB dealers in France actually have been 100% competent and 100 times friendlier.

Maybe it’s just a Bromley South London thing.

Has anyone else got any ideas are AUDI or BMW any better?

After 20 years with Mercs I’ve now pretty much given up.

 

[television]

They have been mentioned before a few times as not very good on both the sales and service front

 

[Miffy]

I am not sure about the quality of work at MB Bromley as I have only used them for parts. But I found the staff to be pretty good, always started at reception, told them I was there for parts, they directed me to the parts area, told me I could help myself to a drink, and then proceeded to call a parts advisor to meet me.

They have been this way every time I have been there.

 

[thebeard]

I am not sure about the quality of work at MB Bromley as I have only used them for parts. But I found the staff to be pretty good, always started at reception, told them I was there for parts, they directed me to the parts area, told me I could help myself to a drink, and then proceeded to call a parts advisor to meet me.

They have been this way every time I have been there.

Hi Miffy

I've used them for parts and their prices are for some reason higher on some parts than Croydon on the older models.

We have 4 mercs at the moment two w124's a w210 and a w163.

Can you recommend an independant locally?

I’m starting to think like a mate of mine who takes his cars to kwikfit and just does the minimum to get through the MOT.

What really guts me is that I couldn’t change the bulb myself on the ML otherwise I’d have done it!

 

[Miffy]

Hi Miffy

I've used them for parts and their prices are for some reason higher on some parts than Croydon on the older models.

We have 4 mercs at the moment two w124's a w210 and a w163.

Can you recommend an independant locally?

I’m starting to think like a mate of mine who takes his cars to kwikfit and just does the minimum to get through the MOT.

What really guts me is that I couldn’t change the bulb myself on the ML otherwise I’d have done it!

I try to do as much myself as I can, have my own star to assist in this, otherwise the nearest good indie is not too far

Owner is Andy, very nice chap

Merc-tech uk limited
Unit 8 Fitzroy business park
Sandy lane
Sidcup
DA14 5Nl
0208 308 9175
www.mercedesspecialistkent.co.uk

But many from the london area travel as far as Horndean and Southampton (Blackc55 and sam/unit)

 

[ryanadam]

hi how did they fix your rain sensor wipers.I have a 2005 c class 320 cdi avantgarde and i don't seem to have auto wipers can you help.have you two sensors in the windscreen glass bill

 

[television]

hi how did they fix your rain sensor wipers.I have a 2005 c class 320 cdi avantgarde and i don't seem to have auto wipers can you help. bill

Do you have them on the car,could have been an option

 

[thebeard]

I though it was standard on all those model C Avangards?

The dealer in France just plugged it into diagnostic kit and programmed in the correct codes he told me the UK dealer had not used correct codes.

 

[television]

I though it was standard on all those model C Avangards?

The dealer in France just plugged it into diagnostic kit and programmed in the correct codes he told me the UK dealer had not used correct codes.

Thank you for that yes very common and the dealers do not code the car and tell it that it has auto wipers.

I had to go into the workshop to explain that my car had comfort seats

 

[thebeard]

Thank you for that yes very common and the dealers do not code the car and tell it that it has auto wipers.

I had to go into the workshop to explain that my car had comfort seats

Blimey they let you into the workshop how did you wangle that!!!!!!!!!!!!!!!!

 

[ryanadam]

At the top of my windscreen it looks like there are two sensors one looks like a small round piece of glass the other one just a small round hole they are about one inch apart. are they both for the lights or is one for the wipers. bill

 

[television]

One is for the wipers often blue in colour

 

[thebeard]

Ok an update on the lights.

This is going to make me look like a bit of a twit.
But I do have mitigating circumstances.

I’d like to put the record straight as I’m not going to bad mouth anyone unreasonably not even an MB dealer who has previously been at fault.


Right.
I had a call back from MB Beckenham service manager Phil called same day as I complained to MB customer services.

So took my ML back and low and behold the lights were working!!

Which they must have been all along.

The reason I thought they were not working is two fold

1.
The ML standard main beam lights are not very bright when compared to regular low cars they don’t have a defined sharp beam they really are very weak.

Now the real reason I thought they weren’t working…

2.
When I was switching from sidelights to main beam I didn’t wait long enough for the main beams to go off and the sidelights to go on, so it appeared to me that there was no change. It takes 3-4 seconds for the main beam light to go off.


So there you go my ignorance and weak main beams.

Phil the service manager was a complete gentleman and has gone some way to restoring my confidence in the Beckenham dealership.



For others info and interest.

It could have been worst.
The new ML requires partial removal of the bumper to fit a new bulb and that’ll cost an hours labour £100, plus the bulb!

 

[w124nut]

I first used Mercedes Bromley in 1982 when they were "Normands" then "HMG" then "Malaya Bromley" and found them to be pretty good at pricing and in the face to face situation with service engineers.

I left that area for Taunton in 2002 but I still like to read of feedback of companies I once had dealings with. I am sorry if their standards have dropped from what I used to know.

 

[MSG2004]

Hi

Very interesting thread. never used the 2 branches you mentioned but almost used the Bromley one, but decided to go to my local as closer and they price matched.

Re the auto wipers, they are not standard fit.

i bought a w203, 53 plate in 2004, classic se, 180k auto - no auto wipers.

Bought a 07 plate 180k se Avgt in 2008 - no auto wipers.

To have auto wipers you need to have more than two sensors at the top of the screen.

the cars MB laoned me when my car/s were in for service or warranty repair all have the auto wipe, so i assumed it's standard, but not standard in the classic/elegance/avtg/se's, but an optional extrat at approx 70 quid when you ordered new.

The w203 sports 4 salon with the larer tail pipe and sports seat had them as standard i believe.


you can by a kit for auto wipers but in myopinion not worth the hassel.

btw, my Jeep has auto wipers - lol.

 

[cmax200]

I tend to be very critical of poor service, but my own experience of the Parts dept at Beckenham is that I found them to be very helpful, ordered the part (small) and telephoned me when it was in.
Cant really complain about that.
No experience of their servicing though.

 

[thebeard]

Guys I thought I give them another go...

How wrong I was... Bromley Mercedes are without doubt incompetent rude and a total rip off.

£180 to replace the v-belt / fan belt!!!!!!!

A £40 part so £160 labour for what a specialist told me was a 10 minute job!!!!!


I really have had enough of them. ! Bromley have unfortunately destroyed my love of Mercedes cars.



I would advise anyone wanting service and repairs to avoid Bromley Mercedes..

It looks like it’s a dealer wide problem they apparently have the service agents focused on extracting as much business as possible out of every car which goes in i.e. upselling the repairs.


In my view this is a disgusting way to run a business.

I’ve spoken to a few other customers whilst waiting for inspections and work and they all have similar stories to tell going in for a minor service and coming away with hundreds or even thousands of pounds of other work.!

I think Mercedes UK have lost the plot I can’t believe that Mercedes Germany would condone this approach to customers.

 

[NandoML]

The Bromley branch is my local branch and I can say that's what they do, every time you go in there's always something else wrong with the car. Worse still is that they don't allow you to see the repairs being performed. I have been to the workshop once and they seem to have a small observation post there where customers can observe the repair being performed safely from inside this room, but they don't want you in to see things NOT being done, specially fluids, they never put in new fluids and still charge you for it.

You should always request that you see the car while the repair is being done, or go away. They will bull**** you with the old "you are not insured to be in the workshop" in that case just walk away, go to a place where you can see the old fluid coming out and the new one going in. Trust me.

 

[Miffy]

they never put in new fluids and still charge you for it.

Do you have documented evidence of this? Its a bit of a wild accusation to make unless you have proof of what would clearly be fraud.

 

[Alex M Grieve]

Do you have documented evidence of this? Its a bit of a wild accusation to make unless you have proof of what would clearly be fraud.

Good point here, as the garage has been named.

With a diesel engine, the oil will be black again by the time you get the car home - but that is not proof that it was not changed.