Mercedes London

[maldon]

Hilarious.

The handle used to reposition 2nd row of seats (for access to/from 3rd row) came off in my hand first time I used it a week after having taken delivery.

I phoned to complain and made an arrangement that the dealership less than half a mile away, would make the necessary repairs, not the delaership where I bought the car 10 miles down the road.

Was told it was sorted. Waited a few days, heard nothing.

Phoned on Monday to book the car in directly, having suggested that since Croydon are unable to phone Bromley, then they should do it themselves. Car booked in for 0800 today.

1630 yesterday call from Merceds after slaes bloke. Yes told him the sales 'experience' (wtf) was very good but one small niggle - I had to do what Croydon could not. He will attend right this minute and make sure all is in hand.

Took the car to Bromley 0800, bloke in service reception looked annoyed someone had turned up while he was drinking his coffee.

Obviously he knew nothing about the problem...

Have made it crystal clear that have until today to rectify otherwise car goes to another franchise and the bill will be passed on. Lets see.

Am furious.

 

[jberks]

about right.
Leeds :
Picked up the car. called them a week later to say that the sill plate on the rear N/S was missing (though the valeters had done a lovely job of polishing the paintwork and fixing holes where it should have been!). "You'll need to book it in - next appointment in 3 weeks"
Ok - will you check you have the part in stock?
We can't order the part without seeing the car.
but its an outside sill trim plate for the N/S rear, you have the chassis number for any other questions - why do you need to see it - why would I make it up?
Got nowhere.

Co-incidentally 5 mins later, had call from customer services - "Am i happy with the car?"
Yes - but not the service!
A couple of phone calls later and they agreed to order me the part.
I then got a call from parts to confirm exactly which part and he said he'd order it plus a touch up stick I wanted.

2 weeks later I discovered a couple of other minor issues, one of which needed 30 mins with a spanner twiddler so I popped in to see the 'blond' service receptionist.
ME: "Can someone please just pop out and have a quick look to identify what part I need, then I'll book it in"
MB: Glances up, "There is no one available - everyone is busy" - looks back at her paperwork.
ME: "I don't want someone to fix it, just glance under the bonnet for 30 secs so we know what parts we need as I guarantee you won't have one in stock"
MB: "Sorry, No - everyone is busy - you'll have to call back"
ME: "No because I'm in this area at 6:30am when you're shut, and then again now and it isn't going to be any better tomorrow"
MB: "Well I'm sorry, no one is available"
ME: "I'm talking about 30 seconds ...."
MB "Sorry"
ME: "GRRRRRRRRRRRRR"
MB: "Take a seat, I'll find someone"
5 mins later we had the part numbers and I was booked in.
I also added the plate to the list of work to do and reminded them to have a touch up stick ready for me.
3 weeks later (yesterday) I dropped it off.
After 2 hours I got a call. This time, from the bloke I've dealt with for years so at least he knew me.
MB :"its ready".
ME: "have you done the sill plate?" (knowing what the answer would be!)
MB: "What sill plate?"
ME: "GRRRRRR....3 weeks.... hassle..."
MB: "Ill sort it"

When I went to collect it, he told me he'd just got a plate from another dealership and would get it fitted now. I then watched him pull the car into the workshop and do it himself (probably in breach of some rule or other). So if I'd had my original reception lady I would no doubt be booked in for another 3 weeks.
Still no touch up stick!!
Conclusion
They are all crap though I'm going to insist on dealing with this one bloke from here on in as at least he has a rough idea what customer service is and knows what an engine looks like.

Sorry, sexist I know, but I don't want female empathy from 'pretty' receptionists - I just want my ****** car fixed.

 

[DAD190E1990]

Ye Gods,

Am i glad i drive an older model that goes to an independant specialist. For years My Dad used S.R.Engineering in Formby, Merseyside tel:01704 834634
I have just found one here in the North East in Gateshead, Newcastle and they offer the exact same services.
Both these Garages are excellent, both treat you like a human being and both respect the fact that your money isn't just to keep your car good and sometimes needs to pay other stuff like food and bills - in other words they do not rip you off. I pay £193.00 inc. VAT for a 12,000 mile maintainance service on my '89 190E. I can get Genuine parts or pattern if i want for servicing and thier attitude is great.
Indeed, S.R. Engineering was started by a friend of my late Father's and the main Man behind it was an Ex-main dealer mechanic. He runs S.R. Eng. with his own Dad and some other guys. When my Mum had the car over the last few years, they would go to her house and pick up the car, leaving thier own personal car for her to use and return the Mercedes AS SOON as it was finished. They would often charge for this service, about £20.00 !!!!!
Seems to me it would cost £20.00 just to book an appointment with MB !
The more i read about them, the more i laugh at them. £96.00 per hour +VAT to get taken to the cleaners on customer service?
I have a thoery about this:

1/ Mercedes are built ****** well, better than most.
2/ They wouldn't know customer service if it jumped up and bit them.
3/ If they are such good cars and the service is so bad, why go to MB and not to an independant? Warranty did you say?
4/ What's a warranty worth from someone who can't even notice a sill cover is missing on a sale car, let alone mess around when it comes to fixing it. If it was a warranty claim for something big, that you have paid out for main dealer servicing just to qualify for, how successful will the warranty claim be?
5/ Stuff them, go to an independant and if the car breaks, fix it. MB will try to wriggle out of anything and their first defense is mess you around for weeks and months to wear you down, make you feel lucky to be attended to !
Then they can't get the job right even after all that messing around.

If either of the independants mentioned by me were to sell a car in that condition, they would be mortified just to learn that ANYTHING was missing and would bend over backwards to fix it. Ray Yates at S.R. Eng. would probably go and get the part and bring it to you, at the very least it would be ordered and fitted ASAP.

I'm sorry if this sounds a little yob-ish but i would have grabbed her glass of 'Perrier' and tipped it over her head for even talking to me like that in public, let alone at the service desk in a main dealer. As for actually using main dealers, unless your car is very new and you are a direct descendent of 'Karl Benz', i wouldn't bother. Most main dealer mechanics are only as good as their independant counterparts, it's just thier spanners are shinier and you pay more to have your time wasted.

If you are in the North West, try S.R. Eng. ask for Ray and tell him a Dark Red 190E called PMJ sent you, tell him he comes highly recommended. you wont go far wrong.

If you do have to endure MB, i would try the odd 'Hissy-Fit' and mention the media a little bit, watch the service manager come running out of his little hole trying to ply you with coffee and apologies.

Very Good luck to you all.

 

[maddog]

I ordered a set of mats recently following a service, paid for them and they told me they would need to be ordered from Germany so would take a little time.

3 weeks later i phoned up and said "Is there any news on these mates then??"

MB "Oh yes they have been in 2 weeks but we were waiting for you to call!"

Me "So how exactly i am i meant to know they have arrived if you dont call me??"



Just happened again with this window motor.

I would go to an independant but i have concerns regarding corrosion as i own a w210

 

[television]

On the day I bought my SL I called into MB Watford to get some Radio remove tools, they were out of stock and the parts man said "should be here in the morning, I will ring you" Phone rang 9am (Sat) to say they kays were in stock, not bad for a £1.04 item.

Malcolm