Most senior person in MB UK for complaints?

[jubhi]

Hi,

Can anyone give me the name and possibly email address of the most senior person in MB UK to complain to please, I guess this will be someone in Milton Keynes?

Thanks in advance.

 

[jubhi]

Anyone have any details please?

 

[robertjrt]

Anyone have any details please?

I may be able to help. Mr Gary Savage is the MD MB retail. Dr Wilfried Steffen
group CEO.

What have MB done now?

 

[carabind]

Dermot.Kelly@daimler.com was MD at Daimler Chrysler, though not sure if he is still in past. Worth a try?

 

[jubhi]

Thanks Guys.

My car went in for its first service and guess what, they have scratched one of my wheels, brand new Genuine 19" AMG wheels at £500 each that were only fitted just 3 weeks ago and the service manager is trying to be awkward with me when I have complained and asked for a replacement wheel.

I want to let him know that I will be escalating this and so wanted a senior persons name to mention to him so he knows I am serious about this.

 

[dieselman]

Just complain to MB Customer Care dept, your issue will be taken seriously.

 

[television]

Just complain to MB Customer Care dept, your issue will be taken seriously.

The will say that the scratch started on the inside and is not covered

 

[SQ_W211]

how bad is the scratch? does it really take a new alloy to compensate? surely they can offer alloy refurb.

If you DEMAND new alloy for a scratch then you maybe pushing a lil IMO

 

[robertjrt]

Thanks Guys.

My car went in for its first service and guess what, they have scratched one of my wheels, brand new Genuine 19" AMG wheels at £500 each that were only fitted just 3 weeks ago and the service manager is trying to be awkward with me when I have complained and asked for a replacement wheel.

I want to let him know that I will be escalating this and so wanted a senior persons name to mention to him so he knows I am serious about this.

Good luck, you will need it!

Can you prove that your wheels were in perfect condition when the car was left with the garage?

When did you notice the damage? Before or after you removed you car from the garage? Was it criminal damage?

Dermot Kelly retired last year. I sent the new MD a "welcome" letter, err, I do not think he was impressed:lol:he did not send me a Christmas card

 

[Developer]

Thanks Guys.

My car went in for its first service and guess what, they have scratched one of my wheels, brand new Genuine 19" AMG wheels at £500 each that were only fitted just 3 weeks ago and the service manager is trying to be awkward with me when I have complained and asked for a replacement wheel.

I want to let him know that I will be escalating this and so wanted a senior persons name to mention to him so he knows I am serious about this.

Hello jubhi,

Was it MB Central - if so the overall service manager (the one in large office, called Lee I think) is supposed to be a good guy - have you tried him?

 

[jubhi]

Good luck, you will need it!

Can you prove that your wheels were in perfect condition when the car was left with the garage?

When did you notice the damage? Before or after you removed you car from the garage? Was it criminal damage?

Dermot Kelly retired last year. I sent the new MD a "welcome" letter, err, I do not think he was impressed:lol:he did not send me a Christmas card

Hi,

Yes I can prove my wheels were in "perfect" condition when I left the car with them because I always ask the service manager to have a walk around the car with me before I leave it with them. So always point out there are no scratches, no dings and no kerbed wheels etc..... Also the other 3 rims are in perfect condition. So that point is covered.

I also pointed the scratch out to the Service Manager before I left so that point is covered too.

No it wasn't criminal damage, basically they told me I had picked up a puncture (sod's law, tyres and wheels had only been on car for 3 weeks) and there was a screw in the rear tryre, they repaired it but in the process of putting the tyre back on the rim they have scratched the wheel all the way around with their tyre fitting machine. The scratch is too deep to t-cut or polish out.

I am meeting the Dealer Principle tomorrow to discuss this further. I know I will need the luck but I am not going to let this go easily. I have paid a lot of money for my car and my wheels, worked very hard for them. How dare someone just ruin them and get away with it :-\

 

[jubhi]

how bad is the scratch? does it really take a new alloy to compensate? surely they can offer alloy refurb.

If you DEMAND new alloy for a scratch then you maybe pushing a lil IMO

Yes it does, scratch is too deep all the way around. Why should I accept a refurb on a brand new wheel? Chances are the paint will not match the same as the others. Also this rim has the special high sheen finish so makes it even more difficult.

As a matter of priniciple they have ruined my new wheel so I want to demand a brand new wheel. Is it too much to expect to have your car back in the same condition you left it with them? This is pure carelessness and lack of respect for other peoples property IMHO.

 

[jubhi]

Hello jubhi,

Was it MB Central - if so the overall service manager (the one in large office, called Lee I think) is supposed to be a good guy - have you tried him?

Hi John,

No it is not MB Central. I know Lee, he is a good chap.

Thanks anyway.

 

[dieselman]

I'm surprised you posted this thread before meeting with the General Manager, he may have been amenable to your request, but less likely to be so now.

 

[jubhi]

I'm surprised you posted this thread before meeting with the General Manager, he may have been amenable to your request, but less likely to be so now.

I have posted this thread because the Service Manager was being awkward with me about it. I then phoned the Dealer Principle to complain who said he would meet me and see the damage for himself on Monday which I appreciate. I will see what he says but wanted a contact name of a senior MB person just in case they try to be difficult with me.

I am just an honest customer at the end of the day who has been let down with the service provided and I want something done about it, I do not feel this is unreasonable. And on top of this I have not yet named and shamed the dealer and just asked fellow forum members for a contact name and replied to people who have asked me what has happened.

 

[Rory]

how bad is the scratch? does it really take a new alloy to compensate? surely they can offer alloy refurb.

If you DEMAND new alloy for a scratch then you maybe pushing a lil IMO

Mercedes stopped refurbing wheels that they replace under warranty some years ago they just fit new ones now.

I had this issue with a well regarded local independant tyre place when I had two tyres replaced - they broke the surface right around the rim edge of both wheels. After babying them for two years without a mark, I could have cried.

 

[Alex M Grieve]

Mercedes stopped refurbing wheels that they replace under warranty some years ago they just fit new ones now.

I had this issue with a well regarded local independent tyre place when I had two tyres replaced - they broke the surface right around the rim edge of both wheels. After babying them for two years without a mark, I could have cried.

Sad but true - and a story "of our times".

In a fair world we should emerge from having work done no worse off than we were when we entered their premises.

After all, they are "professionals", and their commercial risk (failing to select, train, supervise effectively) should not be to our financial loss.

 

[Frontstep]

There doesn't "seem" to be an issue here if the wheel was damaged during the tyre removal, its a common problem and easily identifable.
A replacement wheel will be supplied I am sure if the above is demonstrable.
How is the service manager being "awkward" ?

 

[jubhi]

I met with the Dealer Principle today. He was a very nice man and took ownership and responsibility of the damage to the wheel and agreed to replace my wheel without me having to argue with him. He agreed that it was not fair to expect me to have a brand new wheel refurbished and said he would replace mine with a new one within the next few days. I'm very pleased about this, he was a man who appreciated someone that wants to look after their car and said he would have expected the same thing had it been his own car. So credit where it is due and I'm pleased I did not have to argue the case even though I was preparing for the worst.

Thanks to all of you who supplied me with useful information.

 

[st4]

He'll just swap it with someone elses....