Mercedes Customer Services (Rude!)

aquiss

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If you been following my other thread, i'm coming up for a car replacement on September 30th. As I am having car choice issues, the dealer recommended I call Mercedes Finance to see if a solution could be found.

I made the call first thing after lunch, explaining I would like to maybe keep the car for another 6 months to a year, to be told Mercedes no longer extend or refinance. Explained my options, pay settlement, hand car back or get a new car. *signs*

So I called Mercedes Customer Services to see if they could help in anyway, especially given 12 years loyal purchases. They asked why, so explained I was not totally happy with A Class or CLA-Class and I had spoken to finance to see if I could extend it to cover me for when the C-Class is updated....ie: trying to remain loyal.

I basically got a dressing down, advising that they could not help, could not pass on any feedback and that if they did not have a car that I liked, "I could always take my business elsewhere", to use her words exactly.

I am frankly gobsmacked.
 

Mcobinad

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W219 Designo Black paint, R500 W251, CL600 W216
Sorry to hear this. These days, we get nothing but very below average customer service. Taking your business to other car brands is not the best solution, as those as well have their own issues. The devil you know is better than the one you don't know. Based on this assertion, I will recommend you try other Mercedes dealerships and see what they will offer. For once, I know my people here in MK are very committed and professional.
 

Carabosse

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Edited: misread question! :D
 
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toby1

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OP said it was MB Customer Services rather than the dealer
 

television

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I am sure that they are all robots that answer any query
 

st4

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Disqualified driver
The customer was given a poorly worded an oafish response.

IMHO as a lender (MB financial services) should have offered to refinance the balloon or explain to their customer that to keep their car, as per TanCs they'd need to arrange payment of the balloon.

Or to offer the customer a new 204 on a finance deal and the customer could then see the numbers and make a decision on that.
 

properwounded

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unfortunatly none now
See the manager, get her sacked or could you try a different mecedes dealer?
 

obduro

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Don't think I've had one positive experience with Merc CS!
 

s5tuart

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In these situations I write to the CEO to ask why he/she allows this type of customer relations to continue. I have 100% success rate so far.
Don't be angry but be disappointed, be polite and factual and ALWAYS give them a line like "maybe the representative was having a bad day"

The man to write to in this instance would be (according to my info).... simon.oldfield@daimler.com
 
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Corned

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In these situations I just vote with my feet.
 

The Pan Man

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I'm withs5tuart here, always go to the very top and state facts only no expectations. Perhaps with my recent track record.....................................
 

Frontstep

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In these situations I write to the CEO to ask why he/she allows this type of customer relations to continue. I have 100% success rate so far.
Don't be angry but be disappointed, be polite and factual and ALWAYS give them a line like "maybe the representative was having a bad day"

The man to write to in this instance would be (according to my info).... simon.oldfield@daimler.com

Good post, you may help the next customer if not yourself !
 

davemercedes

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I totally agree with s5tuart - I have learnt to complain when necessary - none of that "yes it's fine thank you" rubbish which was once the norm for Brits....

I usually give the one at the top just one chance and point out that while I realise they cannot know everything that's going on, by reading my comments they will save the cost of a "secret shopper" service and maybe keep a lot more customers if they take corrective action..

Normally this results in a rather shocked apology and a better deal than I wanted in the first place. Unfortunately it's all an irritating game these days - just like the insurance renewal joke where you have to show them what they probably knew (- i.e.: everybody else is cheaper) in order to get a reasonable price!

Go on... go for the jugular!
 
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Carabosse

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We need to get more like our friends in continental Europe or the US.

Can you imagine an Italian or an American meekly putting up with poor customer service? All hell would break loose! :D
 

RUXLEY

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CLS 320 CDI
Buy a toyota !

The only company with customer service in mind, all the others are the same .
 

television

Always remembered RIP
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In these situations I write to the CEO to ask why he/she allows this type of customer relations to continue. I have 100% success rate so far.
Don't be angry but be disappointed, be polite and factual and ALWAYS give them a line like "maybe the representative was having a bad day"

The man to write to in this instance would be (according to my info).... simon.oldfield@daimler.com

Yes I like that, leaving an escape for them, its not nice being pushed into a corner, nice post :D:D
 

exjag

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I agree with being firm, but calm and polite, but giving a manager wriggle room is not a requirement. It could be argued, and would be in management training circles, that things go wrong on the 'shop floor' because of weak management and thus all supervisory personnel have a vicarious liability for the errors of those for whom they are responsible. If there are grounds for complaint, then it's as much the managers' fault. It's what they're there for; what they're paid to do.

Be tough and make them see their shortcomings. Make them do their job.
 

Carabosse

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Depends how you stand legally. If you are not on firm ground, you have to leave some room for manoeuvre.

Otherwise, they can just tell you to get lost.
 
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