More dreadful dealer service

[kkmfo]

Some may find this trivial, but it seriously wound me up and just goes to show that little things can mean alot.......

I went to Mercedes Colindale (N London) at the weekend to pick up a new aerial mast and whilst there decided to buy a bottle of cabriolet hood cleaner as well.
Let me first say that the dealership has impressive facilities that are always immaculately clean. It gives a very good first impression.
However, though it is my local dealership, I have never used them because of their reputation for terrible customer service......

The chap who served me clearly didn't want to be there and was sullen and uninterested with the customers he served before me.
He went out the back to collect the items I ordered and returned with the aerial mast, and a bottle of hood cleaner which was covered in some kind of rusty, oily mess. I mentioned this to him and he ignored me.
I then asked if the bottle could be cleaned and he told me that if I wanted it cleaned I should go into the toilet and clean it with toilet paper.
Otherwise "..if you don't want it, don't buy it. It's the only one left and you'll have to order another one....".

The bottle cost about £9. He didn't care that he was selling me a cleaning product that would probably end up with me getting oil and rust over a soft top that would cost alot more than that to clean/replace if necessary.

I went over to the main reception and asked to speak to the General Manager and was told by another disinterested young lady that I would have to wait until Monday because no managers worked on a Saturday.

I left, vowing never to return.

I only take the time to write this because I think MBUK as a whole will only learn if people complain about the service they receive.
The media in general (led admirably by J Clarkson) have been banging on about MB's poor service for some time now. When will the message start to hit home?

Am I right, or just being picky?

 

[TonyCoolDaddy]

No not picky - responsible and ensuring jobs

I agree that it is our responsibility as customers to communicate our observations of poor customer service to senior management otherwise we walk away and so do many others and sales drop off which confuse management and they then think of unrelated changes to their service network which in the end dont work and they close down and we as customers dont have a locla dealer on our doorstep.

Dont give up on you dealership as poor customer service is usually down to the individual, I would name and shame individuals but refrain from writing the dealership off as a lost cause as with good use of performance management techniques they can off load luddites and recruit customer service champions.

In swindon Synter Dealership they have a Business manager who seems too self important to speak to customers, a hill billy in the parts counter, who it appears cant be bothered to use the computer to find out codes he does not have written down, a know it all on service reception. BUT in the garage they have Richard, he can take your apart and put it back together with a sign of being there, sort out yout courtesy car, negotiate with MBUK for warranty cover, phone you when he says he will, has your car ready when he says hill will, worries about giving you bad news.

Dealing with Richard is a delight In fact I am seeing him on Wednesday and I am looking forward to it.

By the way the Mud flaps i collected on Friday - dont fit, I guess someone ordered the wrong code!

If any UK dealerships would like a free telephone consultation to discuss Employee realtions issues or management of poor performers, as a full CIPD Graduate and practising Personnel Consultant I am happy to help. Email me here and I will contact you


This post edited by Merky to suit our family audience

 

[mjtray]

By way of some positive feedback, I can not recommend Tony Purslows in Basingstoke high enough.......excellent attention to detail, nice people to deal with, and to cap it all, much cheaper than the other local Merc dealers who happen to be owned by the Greenoakes Merc franchise.

Unfortunately my experience of Greenoakes in Reading for servicing has been poor and expensive, and the parts department drive me mad.

 

[knowitallknob]

Re: No not picky - responsible and ensuring jobs

I am sad to here that you feel this way about certain staff at Mercedes Benz of Swindon, however if you have any problems with the quality/attitude of staff surely it would be more productive to approach the manager of said people, in order for them to improve to the standards you expect. By the same token these people are all there, employed to help you, the customer! As we all know people also make mistakes sometimes, nobodys perfect even you I'm sure.

Also I think referring to people insultingly on a public website is a bit lame, you could use words such as poor/inapt/under achieving as these are not insulting. As, at the end of the day, anyone can read this (and I am sure dealerships read these sites as to try and improve service, as sometimes customers do not air their issues with the dealerships straight away).

 

[Spike]

Re: No not picky - responsible and ensuring jobs

knowitallknob said,

I think referring to people (edited) etc on a public website is a bit lame, you could use words such as poor/inapt/under achieving as these are not insulting. As, at the end of the day, anyone can read this (and I am sure dealerships read these sites as to try and improve service, as sometimes customers do not air their issues with the dealerships straight away).

Actually, when someone is described as such, I get a very good picture of the person in question.... far more so than if the original post used had used used inept or any of the other terms you chose. Plenty of bright hardworking, kind and honest people could be described as under achievers for example. White Trash on the other hand is simply just that.

Yes, this is a very public forum... all the more reason to make these comments because just maybe people like youself will read, take heed and maybe someone will rectify the situation. Its called free speech and Google will do all it can to help spread the word :lol:

(You wouldnt happen to have connections with said dealership would you?)

 

[guydewdney]

at least you got a bottle - my mum went in to her dealer and they told her to use washing up liquid on her CLK (which is for sale btw)


Yes - prats.

I dont think you are being picky.

 

[Keith]

are BMW dealers any better?

I too have given up on all Merc dealers, I just cant understand how MB can preside over such a shower when the product is so good. My wife has a toyota Yaris and we receive far better attention and customer care for a car we bought for £7k 3 years ago.

Someone told me that BMW enforce much more consitently high standards on their dealer franchises - can anyone confirm this I would be curious to know?

Independent specialists are the only ones to use for MB in my experience and half or less the price.

Keith

 

[knowitallknob]

Sorry but in my view (edited to comply with the law) is not a nice term to refer to someone, however I do agree that many people who are bright etc can be under achievers, so perhaps my examples of describing words were not the best.

My point was that if someone has any issues with a persons attitude, then they should speak to the person involved or their management.

I also understand free speech and that the internet is the perfect place for it as you make a point to many people without needing to be seen or heard, but it can still have just as great an effect as standing in a crowded hall.

Regardless of whether I am connected or not, I am allowed to air my opinion (free speech).

I appreciate your comments Spike.

 

[Spike]

Knowitallbob>

If you are in fact the same guy on the service reception then I admire both your courage to respond to this thread and your reasoned reply to my slightly aggressive post.

In retrospect, I suppose that the term 'white trash' could be viewed in a racist light and perhaps is not the best turn of phrase amongst those that do not know me better.

I note you didn't mind 'hill billy' though :lol:

Fair play to you :wink:

 

[NormanB]

Well I certainly do not want to enter the cut and thrust of the debate in terms of appropriate language.

But my observations match Keiths.

My wife has a Toyota Yaris and the dealer knocks (most) MB dealers into a cocked hat.

Without wishing to upset anyone I would recommend any MB Dealer management to send their staff to work in a Toyota dealership for one day a week (seriously) - avoid the use of consultants you pay them good money, they borrow your watch and then they charge extra for telling you the time.

NormanB

 

[Keith]

are any MB dealers hearing this?

Are any MB dealers reading this forum?

I am actually very sad that such a fine product so superbly engineered is let down by the dealership network and would really like to know if this feedback gets back to MB UK etc.

Whilst I am sure there are good exceptions to the rule its very clear that there is a problem -

does MB UK care?
do dealerships care?

or are they happy just to bank the money - in which case they may find in 5 - 10 years that toyota (Lexus) have eaten their lunch.

Keith

 

[maddog]

I have to say i have found the service side at my local MB dealership (Newbury) to be excellent.

However when i went in to buy my car the sales staff were uninterested and couldnt even organise a test drive so i went to MB at Reading then Rivervale and their sales team were excellent so ended up getting a sale.

I've since tried to book a service at Reading now Greenoaks and they couldnt organise a replacement car properly so i guess i wont be back until i need a new car

 

[kkmfo]

Interesting feedback, thanks.
It would be most interesting to know whether dealers read these forums and whether they care.
I suspect that until the market is really opened up, and franchised dealers lose their monopoly, the dealers will continue to be lax and disinterested.

My dilemma is probably one shared by many:
I love the cars but am not sure whether the newer models can be trusted for reliability and value for money.
Therefore I bought an older model - '97 sl320. I've had it 2 yrs and love it.
I know very little mechanically, and therefore prefer to buy from a main dealer and get the MB warranty. That way you (supposedly) get the most protection should something big go wrong.
I may have bought an older model, but it still cost the best part of £30K. As such I expect £30K worth of service from the dealer!


I am thinking of buying another R129 SL, probably an sl500 but maybe an sl600 or sl60 amg (if I have the bottle!!, and if I can find one).
Is it worth buying outside the dealership network and saving a grand or 2, then perhaps buying an aftermarket warranty. Or should I stick to the dealers, even though I am continually disappointed with the service I receive???

PS Anyone with a great SL500, 600 or 60 amg up to 5 yrs old who is thinking of selling please get in touch..........

 

[bob strawson]

Dealer service, Tony Purslow

I saw Tony Purslow of Basingstoke mentioned and thought I'd tell of my recent experience with them. I bought a set Fr & Rr discs from them. Got home to devon and stripped the car down on Friday. Wrong Rear discs! I phoned the parts dept. and asked them what they were going to do about it, I needed the car for Monday. They sent a driver down Sat. am with the right replacements for me. How many would do that? Not only that, but for cars more than 6 yrs old they give a 10% reduction on spares and 40% on labour costs! I'll keep going there!

 

[Keith]

I am thinking of buying another R129 SL, probably an sl500 but maybe an sl600 or sl60 amg (if I have the bottle!!, and if I can find one).
Is it worth buying outside the dealership network and saving a grand or 2, then perhaps buying an aftermarket warranty. Or should I stick to the dealers, even though I am continually disappointed with the service I receive???


Nick - my advice is find yourself an Independent MB specialist and get them to inspect any prospective purchase. You will then pay less for the car and have a higher level of expertise checking it out than you would find at the MB dealer. There are loads of R129s out there many of which have had very comfortable lives as second or third cars so find one that looks good with full SH and a seller you trust and get it looked over by your specialist and drive it away for a lot less. Its worked for me for last 6 years.


If you want recommendations of specialists ask on the forum saying where you live.

Keith

 

[mrfirepro]

I agree with the people above about Tony Purslows of Basingstoke, they are excellent and always exceed my expectations.

The other MB dealer in our area is Greenoaks who have the worst customer service I have ever experienced and I for one will never use them again even though it means a 30 mile round trip for every visit.

Well done Tony Purslows, keep up the good work.

 

[aspire]

31st March issue of Auto Express carries the results of their reader survey of Dealer service. 40,000 replies, top 5 as follows:

1st: Lexus
2nd: Porsche
3rd: Jaguar
4th: BMW
5th: Mini

Mercedes comes 23rd, just after MG Rover. Maybe, if they don't read the forum, this will encourage some improvement.

Still hoping to join Keith & Nick with an R129 in due course!

Derek

 

[kkmfo]

specialist recommendation

Keith

In reply to your post, I would love some recommendations of independent specialists.
I live in NW London and the name that usually comes up is George Fraser in Wembley.
I haven't taken my car there but have got quotes for a couple of things from them over the phone.
Maybe they are a victim of their own success, but they seemed to be unable to beat dealer quotes for the same work, and had a wait of at least 1-2 weeks before they could fit my car in.

Can anyone comment on Mercstar who are based in Harrow?
They advertise in Mercedes Enthusiast and their details are on www.mercstar-uk.com

 

[Chrisk]

I have also found my MB dealer to be pretty poor, although helpful. I bought a set of 4 mudflaps and all the fittings for my new ML, set aside a complete day to fit them only to find myself scratching my head (even though they had kindly photocopied the installation instructions for me). Eventually I gave up, although I enjoy messing about with cars, at 43 I consider myself too old to be grubbing around all day especially when nothing seems to fit as expected.
Anyway after booking it back into the MB dealership in Swindon to have them fitted, I was informed that I wouldnt have been able to fit them, as I was supplied the wrong parts anyway ! Talk about being p****d off !
I also have a home on the Isle of Wight and whilst there I called in to the MB dealer there for a touch up stick in Tanzanite Blue, only to be told that it must be a new colour as their computer system said they didnt stock it. Am I daft or something aren't most MB's either Tansanite blue or Silver ?
I am rapidly reaching the end of the road with MB now

 

[Chrisk]

Just thought I'd see the Which report for owners motoring surveys and Which do a 30day free trial, which is interesting reading.
It just shows how much MB standards are slipping.
Which report of Owners Surveyed says MB have slipped 2 places from "best" to just "average" for reliability. Owners satisfied with dealers 61% when buying (which was above average) and 51% when servicing which was just about on the average