Mercedes of Aylesbury are refusing to give Technical help

[John77]

I recently went into Hughes of Aylesbury to buy a rocker cover gasket. They normally have a sign on the wall in the parts department saying I think 10 reasons to buy there and number 7 used to be technical help given. I asked if they could print off the WIS sheets for me so I could see the NM settings etc and was told that they were not allowed to give out any technical help now. Yes I said, I saw that your sign has been removed. Is the Mercedes everywhere now or just Aylesbury? Pretty poor really. I have just noticed that they are now called Vertu Motors, so obviously change of policy there.

I

 

[malcolm E53 AMG]

I was in a BMW dealership the other day with my son who was buying a used car and during the negotiations the salesman mentioned that they have gone paperless…I was interested in a print out of the service history but didn’t bother asking after that comment

 

[EmilysDad]

At 2 local dealers they've removed the computer from the parts desk so you're now unable to view EPC. The lad on parts kept bringing printed copies for me to look at .... trouble was he never brought the right screen shot.
I messaged MB customer services to ask why .... they replied & asked for my cars details & mine. I replied that was irrelevant .... they've yet to reply

 

[curious]

I recently went into Hughes of Aylesbury to buy a rocker cover gasket. They normally have a sign on the wall in the parts department saying I think 10 reasons to buy there and number 7 used to be technical help given. I asked if they could print off the WIS sheets for me so I could see the NM settings etc and was told that they were not allowed to give out any technical help now. Yes I said, I saw that your sign has been removed. Is the Mercedes everywhere now or just Aylesbury? Pretty poor really. I have just noticed that they are now called Vertu Motors, so obviously change of policy there.

I

My Jag dealer has now become Vertu Motors (previously Grange, then Matford). Appalling service since the change. A couldn't care less attitude that means they won't be seeing me or my Jag anymore.

 

[Wighty]

I recently went into Hughes of Aylesbury to buy a rocker cover gasket. They normally have a sign on the wall in the parts department saying I think 10 reasons to buy there and number 7 used to be technical help given. I asked if they could print off the WIS sheets for me so I could see the NM settings etc and was told that they were not allowed to give out any technical help now. Yes I said, I saw that your sign has been removed. Is the Mercedes everywhere now or just Aylesbury? Pretty poor really. I have just noticed that they are now called Vertu Motors, so obviously change of policy there.

I

Any Haynes manual that covers the 200 engine has the info , 10nm I believe for the bolts , but there is an order sequence that they need to be tightened in .

 

[V6Matty]

It’s everywhere now, but it’s not too bad if you get a good parts guy that understands what your trying to achieve and getting the parts through them

 

[John77]

It has nothing to do with the lack of computers or printers. I was actually told they are not allowed to give any technical info now. I have emailed them and at the moment waiting for a reply.

 

[EmilysDad]

It has nothing to do with the lack of computers or printers. I was actually told they are not allowed to give any technical info now. I have emailed them and at the moment waiting for a reply.

I realised that .... mine was just another example of their customer service - or lack of.

You'd be better off asking here for tech info

 

[dry run]

The problem with providing technical support these days is that you are likely to give someone information, they then take that away, totally ignore it, f&ck something up and try to sue you.

 

[malcolm E53 AMG]

The problem with providing technical support these days is that you are likely to give someone information, they then take that away, totally ignore it, f&ck something up and try to sue you.

I never ask for technical support nowadays at a dealer, those days are long gone, as above this forum is the best place to find it.

I try to never use my local MB dealer for parts they need to learn good customer service which is another matter all together

 

[John77]

The problem with providing technical support these days is that you are likely to give someone information, they then take that away, totally ignore it, f&ck something up and try to sue you.

Yes I see your point, but dealers seem to have lost the concept of after sales service.

 

[John77]

Still waiting for a reply back from them, but I suppose they do not want to admit that they no longer do this.

 

[Steve@Avantgarde]

In some ways, I can understand why, they are protecting their investment.

If someone walked into my workshop and wanted my time to print off work instructions so not as to pay me for fixing their car, when that is my means of income, and got grumpy when I didn't hand it over, I would rather think they were taking the p...

In fact, I only had that exact situation a month or 2 back when someone bought in a complete door mirror and asked how their door card came apart so they could fit the mirror themselves. I pointed out I'd happily fit the mirror base if he'd like but I wasnt telling him how it was done. It seemed to confuse him that I could do something he couldn't and had all the information for and I wasnt willing to part with said knowledge without a fee...

A thought from the other side of the counter...

 

[ajlsl600]

In some ways, I can understand why, they are protecting their investment.

If someone walked into my workshop and wanted my time to print off work instructions so not as to pay me for fixing their car, when that is my means of income, and got grumpy when I didn't hand it over, I would rather think they were taking the p...

In fact, I only had that exact situation a month or 2 back when someone bought in a complete door mirror and asked how their door card came apart so they could fit the mirror themselves. I pointed out I'd happily fit the mirror base if he'd like but I wasnt telling him how it was done. It seemed to confuse him that I could do something he couldn't and had all the information for and I wasnt willing to part with said knowledge without a fee...

A thought from the other side of the counter...

Some justification for that view. For me I would do it if guy was at least a bit of a customer.
Having said that guy was being f lazy as net can provide all info needed, if one looks hard enuf.

 

[John77]

In some ways, I can understand why, they are protecting their investment.

If someone walked into my workshop and wanted my time to print off work instructions so not as to pay me for fixing their car, when that is my means of income, and got grumpy when I didn't hand it over, I would rather think they were taking the p...

In fact, I only had that exact situation a month or 2 back when someone bought in a complete door mirror and asked how their door card came apart so they could fit the mirror themselves. I pointed out I'd happily fit the mirror base if he'd like but I wasnt telling him how it was done. It seemed to confuse him that I could do something he couldn't and had all the information for and I wasnt willing to part with said knowledge without a fee...

A thought from the other side of the counter...

 

[John77]

Yes I get that, but you are also kind enough to give your help on here as you have with me in the past and I get that you wouldn't give info to people who have not bought the part from you,. You are also an independent which makes a big difference, but I have been buying parts etc from them for probably 20 years plus and it is only now with the change of ownership that they do not do this. Even the guy who served me, who I have known for many years couldn't understand it. By doing this, as with the posting by Curious above, they loose customers who will shop elsewhere for the things that they can buy elsewhere. Yes their choice, but people vote with their feet and they loose in the end. As you know people return to you because you give good service and advice.

 

[ajlsl600]

Customer service at many car dealers last as long as it takes to bank ur cheque! And rarely beyond buying expensive pts. Used to get good service from mb Swindon, in last few yrs it's got worse, pts, I don't use service.

 

[horatio]

I wouldn’t be surprised if the parts counters are gone within a few years. You’ll probably need a licence to open the bonnet on an EV let alone buy a part!

Alibaba is the new parts counter!

 

[Blobcat]

I wouldn’t be surprised if the parts counters are gone within a few years. You’ll probably need a licence to open the bonnet on an EV let alone buy a part!

That might not be a bad an idea… 10+ yr old EV and the owner starts “playing” around with the lithium battery packs…

 

[Steve@Avantgarde]

Yes I get that, but you are also kind enough to give your help on here as you have with me in the past and I get that you wouldn't give info to people who have not bought the part from you,. You are also an independent which makes a big difference, but I have been buying parts etc from them for probably 20 years plus and it is only now with the change of ownership that they do not do this. Even the guy who served me, who I have known for many years couldn't understand it. By doing this, as with the posting by Curious above, they loose customers who will shop elsewhere for the things that they can buy elsewhere. Yes their choice, but people vote with their feet and they loose in the end. As you know people return to you because you give good service and advice.

The main reason I post, apart from it being a good demonstration and advertisement of my knowledge, is that most people are trying to figure something out, which 90% of the time they can't do themselves anyway, simply because they don't have the requisite knowledge/experience/test equipment. However if their car is in a dealer or another garage miles away, at least they can go armed with some information that would help their situation.

You also see some incredibly poor advice given from time to time, quite innocuously it must be said because people are trying to be helpful, so its also about helping someone not waste their own time or money or possibly compromise their personal safety playing with something they aren't qualified to take to bits.

Specifically asking for an MB produced work document though is privileged information and I wouldn't hand that over to anyone, customer or not, simply because its a business compromise and also because we aren't allowed to, same with TIPs documents.