Mercedes Me Store

[vhawkv]

Has anyone else experienced an unexpected cancellation of their services from Mercedes Me?

I purchased the remote package in September for 3 years, fully paid in one go and 3 weeks later I get a cancellation email from Mercedes without an explanation.

When I contacted them they said it’s a wider issue affecting other customers, but it’s been over a week and despite calling twice there’s been no refund or resolution. Curious if it’s just me!

 

[Blobcat]

Below thread might be relevant

Got a merc with 3g/UMTS and use Mercedes ME app ?

hi, my car is a 2017 C400, which has some nice features such as the ability to lock my doors (or open them) remotely. In addition to that I can start/stop the auxilliary heater to warm/cool the car before heading off, this is a great feature in the winter months here in Sweden. However, I just...

forums.mercedesclub.org.uk

 

[vhawkv]

Below thread might be relevant

Got a merc with 3g/UMTS and use Mercedes ME app ?

hi, my car is a 2017 C400, which has some nice features such as the ability to lock my doors (or open them) remotely. In addition to that I can start/stop the auxilliary heater to warm/cool the car before heading off, this is a great feature in the winter months here in Sweden. However, I just...

forums.mercedesclub.org.uk

Thanks Blobcat. I don’t think this is my issue, I have 4g and the services are available for me to purchase again. When I spoke to customer services since the first call they are of the opinion I must have cancelled it. I never did and if so why is there no refund in place. I must say customer service isn’t great and they are just guessing as to why this has happened

 

[vhawkv]

It is interesting, I spoke to Mercedes today and they said this problem has happened to 100’s of not 1000’s due to a bug, but I can’t find any references online. They have been inundated with calls and yet no fix or response to me. Very confused, does anyone know if there is an escalation department??

 

[Srdl]

I had a problem two years ago when I renewed some of my services which had been free for the first three years. There was a problem activating certain services. Customer Services were very good and knew about it and said it had already been escalated for action. From memory, it was sorted out in under a month,

 

[Dean Fletcher]

im guessing the Mercedes me adaptor is now rendered useless? found one in the car today?

 

[richlumb]

It is interesting, I spoke to Mercedes today and they said this problem has happened to 100’s of not 1000’s due to a bug, but I can’t find any references online. They have been inundated with calls and yet no fix or response to me. Very confused, does anyone know if there is an escalation department??

Keep on at them I chased up non services and received a £100 credit that I could use anywhere in Mercedes but it took some nagging to get

 

[vhawkv]

Keep on at them I chased up non services and received a £100 credit that I could use anywhere in Mercedes but it took some nagging to get

Good advice thanks

 

[Pritchsas]

I haven't experienced this exact issue with Mercedes Me, but I've heard of similar cases with other service providers. It's frustrating when you've paid upfront and then things go south. Hopefully, they'll sort it out soon for you.

 

[vhawkv]

An update for those interested. No resolution, no response really. Now it’s over 3 weeks when they removed my services and agreed it is a wider issue which they would resolve for all affected customers quickly. It is by far the worst customer service experience I have ever experienced. I even wrote to the CEO to complain, not about the issue moreover the customer experience and complete lack of response other than a standard response of we’re looking into your complaint. The CEO team wrote to the customer service team on email to pick up my concerns, who then responded to me with the email chain with countless senior managers copied in (clearly by mistake) to say ….. we’re aware of the issue and looking into it. Unbelievable

 

[Srdl]

At least you now have email addresses for a load of senior managers!

 

[vhawkv]

At least you now have email addresses for a load of senior managers!

Great, more people I can write to in Mercedes to ignore me