Mercedes Norwich

MartynE

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C63s
I had an appalling experience with this dealer this week having a service B carried out, the customer care has completely vanished, as soon as you walk in there you get a good sense of No F***S given, I will use a different dealership from now on.

I've given them a one star negative review on google trust pilot and auto trader
 

AJD

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Your Mercedes
2017 C200 2.0Ltr (P) ///AMG Line, Premium, 4dr. 9G. Brilliant Blue with Alpaca trim
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MartynE

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Your Mercedes
C63s
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28th July 2021
A very frustrating experience with Mercedes-Benz Norwich
A few weeks ago, I called Mercedes-Benz Norwich to order a new centre cap for my front wheel, I asked if using my vehicle registration would be sufficient or did, they require my VIN number, I was told that the registration would be sufficient for the correct part to be ordered I paid over the phone as per request.
The very next day I received a call informing me my part had arrived.
I drove the 30 miles to pick up the part, once there as soon as the box was handed to me, I realised this wasn’t the correct part, I requested someone from parts come out to the car park so I could show them the correct part I needed, so a 60-mile round journey at my expense with no centre cap to bring home, the correct part eventually arrived 4 days later, so another 60-mile round journey to collect the correct centre cap.

On the 22nd of July I ordered 2 x pulleys 1 x grooved to take the belts and 1 x smooth, these were ordered over the telephone, and paid for, I received a call the next day to inform me my 2 x pulleys had arrived, I travelled over to Mercedes Norwich to pick these up, as I had hired a car ramp for the Monday morning to fit them. On the Monday morning I arrived at the garage to fit the two new pulleys’ as soon as I opened both boxes I realised Mercedes-Benz had given me 2 x smooth pulley’s and not what I had ordered, I called them and informed them of the mistake and a new (Correct one) was ordered,, fortunately my vehicle was booked in for a service B the very next day, so I never had to make another 60 mile round journey for another incorrect order.

Upon arriving for the service B on the 27th of July, I was told my service representative for my vehicle that day was Connor, I requested to speak with the service manager, but Connor asked what it was I wanted to speak to him about? I explained that I would like a good will gesture and would they fit the pulley as the order was wrong, Connor said he would ask his manager, but wouldn’t commit to telling me before I left the vehicle, thankfully this was fitted during the service although it wasn’t confirmed until collection.

During the day I called the reception twice and asked to speak to Connor, to find out the progress, both times I was told he would call me back, I never received a call back on either occasion, I eventually arrived to collect my vehicle 3 hours after it was due to be completed only to be told by Connor it was still in the workshop, when in actual fact I’d seen it parked outside 15 minutes previous.

I was given my paperwork and handed my keys, before I left, I asked Connor “Has the service indicator been reset?” To which the answer was YES it has.

The next morning I started my car only to be advised on the dashboard the SERVICE B was due……After several calls to Mercedes-Benz Norwich I was given a technician to talk to who managed to guide me through a reset for the service indicator.

All in all, this has been a very stressful anxious occasion by what seems to me staff that clearly aren’t bothered with customer relations it’s bordering on the lines of no F***S given.

The customer care at this dealership has gone down considerably in the past 12 months in future I will take my custom to a dealer that appreciates my business.
 

Blobcat

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Grange Moor
Your Mercedes
R171 SLK280, Smart R451, Land Rover 110 County SW, 997 C2S, R1250 GSA TE 40th, CBR600FP
28th July 2021
A very frustrating experience with Mercedes-Benz Norwich
A few weeks ago, I called Mercedes-Benz Norwich to order a new centre cap for my front wheel, I asked if using my vehicle registration would be sufficient or did, they require my VIN number, I was told that the registration would be sufficient for the correct part to be ordered I paid over the phone as per request.
The very next day I received a call informing me my part had arrived.
I drove the 30 miles to pick up the part, once there as soon as the box was handed to me, I realised this wasn’t the correct part, I requested someone from parts come out to the car park so I could show them the correct part I needed, so a 60-mile round journey at my expense with no centre cap to bring home, the correct part eventually arrived 4 days later, so another 60-mile round journey to collect the correct centre cap.

On the 22nd of July I ordered 2 x pulleys 1 x grooved to take the belts and 1 x smooth, these were ordered over the telephone, and paid for, I received a call the next day to inform me my 2 x pulleys had arrived, I travelled over to Mercedes Norwich to pick these up, as I had hired a car ramp for the Monday morning to fit them. On the Monday morning I arrived at the garage to fit the two new pulleys’ as soon as I opened both boxes I realised Mercedes-Benz had given me 2 x smooth pulley’s and not what I had ordered, I called them and informed them of the mistake and a new (Correct one) was ordered,, fortunately my vehicle was booked in for a service B the very next day, so I never had to make another 60 mile round journey for another incorrect order.

Upon arriving for the service B on the 27th of July, I was told my service representative for my vehicle that day was Connor, I requested to speak with the service manager, but Connor asked what it was I wanted to speak to him about? I explained that I would like a good will gesture and would they fit the pulley as the order was wrong, Connor said he would ask his manager, but wouldn’t commit to telling me before I left the vehicle, thankfully this was fitted during the service although it wasn’t confirmed until collection.

During the day I called the reception twice and asked to speak to Connor, to find out the progress, both times I was told he would call me back, I never received a call back on either occasion, I eventually arrived to collect my vehicle 3 hours after it was due to be completed only to be told by Connor it was still in the workshop, when in actual fact I’d seen it parked outside 15 minutes previous.

I was given my paperwork and handed my keys, before I left, I asked Connor “Has the service indicator been reset?” To which the answer was YES it has.

The next morning I started my car only to be advised on the dashboard the SERVICE B was due……After several calls to Mercedes-Benz Norwich I was given a technician to talk to who managed to guide me through a reset for the service indicator.

All in all, this has been a very stressful anxious occasion by what seems to me staff that clearly aren’t bothered with customer relations it’s bordering on the lines of no F***S given.

The customer care at this dealership has gone down considerably in the past 12 months in future I will take my custom to a dealer that appreciates my business.
They’re pretty much all like that now.

For parts give MB Grangemouth a call, they do forum discount and I’ve not had a wrong part (yet)…
 

s5tuart

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Your Mercedes
CLS 350d Shooting Brake 218
Mercedes Bedford have always been very good for me.
I bought my car through Norwich and whilst the sales side was ok the service dept did the wrong service on the car before collection.
I called and got the difference in my next service paid for. I also got 4 new tyres due to spotting perishing a few days after I got the home and they also paid for the drivers side mirror to be fixed after I noticed it was cracked.
So the after sales are ok with me...service not so much :(
 

Headhurts

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Norwich, Norfolk
Your Mercedes
E350 Night Edition Estate/2016/Diesel
It’s a shame you experienced such an issue with the dealership, it no longer belongs to Robinsons as it was purchased by group1auto or similar who owns all the dealerships in Norfolk.

Connor dealt with me during my last visit and was more than helpful but he is moving on to a new job.

The dealership has overall treated me quite well but they are useless at returning phone calls.

There are some good independents around but based I live outside of Norwich with no bus service to speak of the ability of a loan car or being able to wait in comfort is important and I’m not sure the alternatives offer anything.

Robin
 

Craiglxviii

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Location
Cambs UK
Your Mercedes
W215 CL500 Motorway Queen; W251 R320L Familybenz, S211 E320 Avg Designo Edition now sadly missed.
Mercedes Bedford have always been very good for me.
I bought my car through Norwich and whilst the sales side was ok the service dept did the wrong service on the car before collection.
I called and got the difference in my next service paid for. I also got 4 new tyres due to spotting perishing a few days after I got the home and they also paid for the drivers side mirror to be fixed after I noticed it was cracked.
So the after sales are ok with me...service not so much :(
Have to give the nod to MB Bedford, they were superb in the servicing of my 212.
 

sonic

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Staffordshire
Your Mercedes
E350CDI, SLC250d, FJR 1300
I have used Stafford & Wolverhampton Mercedes for the last 20 years, never had a problem with them.
 

SL55 Mark

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Your Mercedes
2004 SL55 AMG
I have observed MB staff are run ragged, what with the pandemic and volume of cars they are selling and warranty work, there is no time to return calls, workload is crazy. Your parts experience is frustrating though, but I have never had less than 100% satisfaction from my local MB parts guy. They really know their stuff. I guess I am just lucky.
 
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MartynE

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Your Mercedes
C63s
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Yes Mark you've been lucky......I got very frustrated last week dealing with Norwich
 

Paul Garrett

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I think its appalling that the customer service from some of the main MB dealers is so bad! Just like Martin ive had bad experience with service dept , but parts dept is good, now i use John Haynes in Worthing for items requiring attention from MB indie and they have a great reputation for quality work and advice, and i use my local Garage for other non essential MB work and again they have a great reputation , using both these garages keeps my beast on the road, ive not a lot of mechanical knowledge so im happy to pay them, some small jobs i can do myself , but it is a pity when your experience is tainted by a incompetent service/parts dept
 

malcolm210

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The elephant in the room of course is that parts numbers aren’t freely available to owners.

I would always give the VIN when making an order but even that isn’t fool proof

I had a rather unfortunate experience with MB Oxford some years ago when ordering new front coil springs for the S210. Ordered over the phone (VIN supplied) the springs duly arrived by parcel post and were supplied to my local garage to fit. A couple of hours after the car was dropped off the garage called to say the springs were to long, I knew immediately what had happened elegance springs has been supplied instead of Avantgarde items. The car was now on the ramp at the garage with no springs to fit so ECP units were fitted and the MB parts were sent back for a refund. As a precautionary note to others the ECP parts lasted just over warranty and started to sag (although they never felt right - the OM613 engine is a heavy lump) so new MB springs were sourced and duly fitted. All in all this farce cost £££ and still leaves a sour taste
 

Paul Garrett

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The elephant in the room of course is that parts numbers aren’t freely available to owners.

I would always give the VIN when making an order but even that isn’t fool proof

I had a rather unfortunate experience with MB Oxford some years ago when ordering new front coil springs for the S210. Ordered over the phone (VIN supplied) the springs duly arrived by parcel post and were supplied to my local garage to fit. A couple of hours after the car was dropped off the garage called to say the springs were to long, I knew immediately what had happened elegance springs has been supplied instead of Avantgarde items. The car was now on the ramp at the garage with no springs to fit so ECP units were fitted and the MB parts were sent back for a refund. As a precautionary note to others the ECP parts lasted just over warranty and started to sag (although they never felt right - the OM613 engine is a heavy lump) so new MB springs were sourced and duly fitted. All in all this farce cost £££ and still leaves a sour taste
Yet when i was in Poland 2 years ago and needed some work , took it to Main MB dealer and they were fantastic, great service very friendly and whats more....cheap! Not like over here ripping everyone off , i was most impressed, so if they can do that level of service over there why not here???
 
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MartynE

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C63s
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To say I'm disappointed with the whole event would be an understatement, it's a shame they've gone this way, I will definitely be going to a different dealer or independent next time, I'm glad they can afford to lose customers like this
 

Paul Garrett

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To say I'm disappointed with the whole event would be an understatement, it's a shame they've gone this way, I will definitely be going to a different dealer or independent next time, I'm glad they can afford to lose customers like this
Trouble is Martyn that big dealers want the big turnover jobs £1000 + services quick n easy not fiddly time consuming jobs which need investigation that is what they want , yet in Poland my problem was only a minor job but it was no problem for them, thats the difference
 
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MartynE

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C63s
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Paul, It sounds like you received an excellent service, it's a shame it's not the same here......the best service I have ever received by far would be Porsche of Colchester, I was treated very well.
 

Paul Garrett

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Paul, It sounds like you received an excellent service, it's a shame it's not the same here......the best service I have ever received by far would be Porsche of Colchester, I was treated very well.
Well next time im in Poland and take the beast if any work needed il take it there for sure , even though my S500 is a 2002 model they were more than happy to help , even saw the 2019 model of the Maybach!! Gorgeous interior ugly front end though! Latest model have to say looks lovely :)
 

malcolm210

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Our world is dominated by corporate accountants unfortunately - profit is king but at least the internet gives some recourse for those who receive bad service.
BMW employ an army of service agents when you take the car in for a service which works quite well but of course they do try to upsell all I can say is that there must be a lot of cars running around over serviced, the big ticket item being micro filters (pollen filters) at £70 a pop
 
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