Stilyaga
New Member
Hello,
I'm not a Mercedes owner, I'm a Smart owner. However, since this relates entirely to the Mercedes garage, not the car, I thought that this might be the best place to come... This will be a VERY long post, but I really need some help with this, so I think the best thing would be to tell my story from the beginning.
I own a used, ten-year-old Smart car. I bought it from a small garage through Autotrader in 2010. It ran like a dream, with only one or two tiny issues until May 1st this year. As I was driving to work one morning it completely cut out in the middle of the dual carriageway and wouldn't start.
I managed to get it sent up to Mercedes Benz of Derby on May 3rd. I spoke to a woman called Claire, who booked it in for that day (Thursday) with Adam. Everything was going well, so I continued with my booked long weekend to Edinburgh that day. On the way home (Saturday), we were passing Derby so I called the garage to see if we could just pop in and pick it up. Adam told me that they would probably not be done with it until after the bank holiday. Fine, I presumed the booked slot wasn't long enough to find the problem.
I was then contacted on the Wednesday (9th), about 15 minutes before their closing time to be asked "do you have any information about what exactly went wrong when the car broke down?" I assumed this was a different member of staff (I thought it was a guy called Neil, but since have been told it was Adam... no idea), so I told him, and he then informed me that it would now have to be a "full diagnosis" costing £90 rather than the normal £45 one. I thought fine, it's clearly a big problem, this will get it sorted.
The next day I was called again by the same person and he told me that the battery wasn't charged enough to complete any tests. He told me it would be £120 for a new one and without that there was no way they could find the problem. I asked him whether there was simply a spare battery they could just connect for the test because I wasn't sure if I even wanted to fix the car if it was going to cost too much. (I'd been planning to sell it that month). They said no, you need a new one, so I said I'd think about it and get back to him.
I called back that evening and I asked why it had taken seven days for Mercedes mechanics to find a flat battery, and why this hadn't been found out in the booked appointment one week earlier. This time I was told I was speaking with Neil, and he explained that Adam was on holiday until Friday and was the only person who could answer these questions. I assumed that this was why Neil needed to call to find info about the breakdown.
After telling my boyfriend (an engineer) all of this, he decided that we would buy our own battery and bring it to them, where he would fit it and then they could get on with the tests, saving me about £100. He spoke to Neil on the phone because I was starting to feel out of my depth and not taken seriously due to my age (I was only 22) and my gender (girl). They agreed about the battery and also that the £90 "full diagnosis" wasn't necessary since they had only found a flat battery. So we bought one for £47 on Saturday May 10th, and took it in on Monday 14th. Neil met us and told us that Adam would fit it for us for free, and have it sorted and ready for testing in moments. We popped out to a supermarket but heard nothing from them. We went home. In hindsight we should have gone back in but by now I was starting to feel frustrated and embarrassed.
That evening, I called to ask about the progress. Adam assured me that it was half an hour away from being sorted and that he'd call me back. I heard nothing that day.
I was called the next day, (Tuesday 15th) to be told that finally there was a diagnosis. One of the parts had got wet (just like I found out on the internet 2 hours after my breakdown) and they needed a new part. It wasn't there right now but it was on order from Germany. Should arrive in a few days. Total cost would be £214.40. Excellent news! Almost.
I wasn't contacted again, so I called them the following Monday (21st) to ask about progress. They told me the part should arrive "tomorrow".
I called the next day (Tuesday 22nd). The receptionist assured Adam would call back. He didn't.
I called again Thursday (24th). Adam told me the part would arrive "tomorrow" and then progress could start.
Then I heard nothing [Bear in mind that I was quite busy with work so I couldn't be spending all day waiting around calling them etc.] until May 28th where I got a text message saying that they were gaining an ETA “today” and would inform me as soon as they knew. I called them on May 29th, to complain about the waiting and the terrible service and the lying and the being ignored. I was told I'd get an update when they had received their ETA for the part. (What happened to "tomorrow"?)
The next day I got a voice message saying that the part wouldn't be available until July but that they would keep trying to get an ETA and would keep me posted.
I was not contacted until I called them on Monday June 18th at around 2pm. I was promised a call back straight away. A message was left just before closing time (I was working) saying the part could be earlier than expected but they would keep me updated.
I called them on the Tuesday afternoon, spoke to the receptionist because Adam wasn’t there. I declined a call back because I never got them, but I asked if I could leave a message for Adam because I was leaving the area in a few days. (I could tell she wasn’t writing anything down). She assured he would contact me very soon. No contact that day.
I called Saturday June 23rd. Adam was unavailable so I asked to be put through to someone else who could help. The receptionist said someone would call back soon. For the first time, I got a call back from reception to say that there wasn’t anyone available, sorry, and could he take a message. (Thank you, Norman). I left a message explaining that I’d be unavailable for 6 weeks starting July 1st but was happy for work to be done during this time.
On Monday June 25th I called and complained about all this mess and get a REAL ETA. I had still not been given a single date. I was put through to Adam, who told me that he wasn’t aware that my car had been booked in with him on the first day (May 3rd). He also told me that it was him who had called to ask what went wrong with the car, not Neil. He didn’t mention his holiday at all, and he basically implied that for about two weeks not a single thing had been done with my car. By then I was frustrated and tired and bored and there was nothing I could do without the part anyway. So I left for my residential summer school job and forgot all about it.
During the six weeks I got one text message on July 20th saying that they were STILL awaiting an ETA. They said they’d contact me the following week with any info. I heard nothing.
Then, after my job ended and I moved house, I finally decided to call them again. I called them on Monday September 17th. I was promised a call back, and for the first time, got one within the hour. Adam told me that he “was actually going to call me” that day (how convenient!) because the part had been “released” so they should have it all ready by “tomorrow”. He also said he might be able to give me a deal on the price because of the wait... He said he’d call me in the morning when it was all done.
I got a text message the next day saying the repair was “ongoing” but would probably be done the next day. They said they’d speak to me when it was completed.
Then on Wednesday they called me to say it was all done and running and lovely and shiny and happy rainbows and unicorns. They mentioned a leaking shock absorber which would probably need sorting (they would do it for £200) and that there were a few other minor things. I said I couldn’t pick it up yet because I needed to sort out insurance and MOT and tax and all that rubbish. Not to mention I’ve just moved house and I currently don’t have a job. They said no problem come and get it when you want, but we will call you again soon with a total price for everything, including some sort of discount.
Today is September 24th and I’ve not heard anything since.
My car has been at that garage, totally stationary and having not been started for four months and three weeks. You can see how I’ve been treated during this time. I have a couple of questions:
Are leaking shock absorbers a result of it sitting around for 4 months?
What sort of compensation (if any) should I expect/demand? Do they owe me anything? Should I ask them to repay the 2 months of insurance I paid for a car that was 80 miles away? Should I ask them to MOT and fix it up for free? Should I get the whole repair free? What about a free service?
The thing is, I know my car isn’t worth more than about £1000. But the reason I went there and not to some other place was because my family and my family in law are all loyal Mercedes customers and the service is always impeccable (kudos to Mercedes of Cheltenham). So to be treated like this for whatever reason (cheap car? girl? young?) is really insulting. I just don’t know what to do or say to get it sorted. Not to mention I’ve been without a vehicle for 4 months and nobody seemed to care.
This is so long. I’m sorry. If they’d sorted it when they said they would this would only be about a 6th of this length, so you can blame them for that too.
Thanks
Sinead
I'm not a Mercedes owner, I'm a Smart owner. However, since this relates entirely to the Mercedes garage, not the car, I thought that this might be the best place to come... This will be a VERY long post, but I really need some help with this, so I think the best thing would be to tell my story from the beginning.
I own a used, ten-year-old Smart car. I bought it from a small garage through Autotrader in 2010. It ran like a dream, with only one or two tiny issues until May 1st this year. As I was driving to work one morning it completely cut out in the middle of the dual carriageway and wouldn't start.
I managed to get it sent up to Mercedes Benz of Derby on May 3rd. I spoke to a woman called Claire, who booked it in for that day (Thursday) with Adam. Everything was going well, so I continued with my booked long weekend to Edinburgh that day. On the way home (Saturday), we were passing Derby so I called the garage to see if we could just pop in and pick it up. Adam told me that they would probably not be done with it until after the bank holiday. Fine, I presumed the booked slot wasn't long enough to find the problem.
I was then contacted on the Wednesday (9th), about 15 minutes before their closing time to be asked "do you have any information about what exactly went wrong when the car broke down?" I assumed this was a different member of staff (I thought it was a guy called Neil, but since have been told it was Adam... no idea), so I told him, and he then informed me that it would now have to be a "full diagnosis" costing £90 rather than the normal £45 one. I thought fine, it's clearly a big problem, this will get it sorted.
The next day I was called again by the same person and he told me that the battery wasn't charged enough to complete any tests. He told me it would be £120 for a new one and without that there was no way they could find the problem. I asked him whether there was simply a spare battery they could just connect for the test because I wasn't sure if I even wanted to fix the car if it was going to cost too much. (I'd been planning to sell it that month). They said no, you need a new one, so I said I'd think about it and get back to him.
I called back that evening and I asked why it had taken seven days for Mercedes mechanics to find a flat battery, and why this hadn't been found out in the booked appointment one week earlier. This time I was told I was speaking with Neil, and he explained that Adam was on holiday until Friday and was the only person who could answer these questions. I assumed that this was why Neil needed to call to find info about the breakdown.
After telling my boyfriend (an engineer) all of this, he decided that we would buy our own battery and bring it to them, where he would fit it and then they could get on with the tests, saving me about £100. He spoke to Neil on the phone because I was starting to feel out of my depth and not taken seriously due to my age (I was only 22) and my gender (girl). They agreed about the battery and also that the £90 "full diagnosis" wasn't necessary since they had only found a flat battery. So we bought one for £47 on Saturday May 10th, and took it in on Monday 14th. Neil met us and told us that Adam would fit it for us for free, and have it sorted and ready for testing in moments. We popped out to a supermarket but heard nothing from them. We went home. In hindsight we should have gone back in but by now I was starting to feel frustrated and embarrassed.
That evening, I called to ask about the progress. Adam assured me that it was half an hour away from being sorted and that he'd call me back. I heard nothing that day.
I was called the next day, (Tuesday 15th) to be told that finally there was a diagnosis. One of the parts had got wet (just like I found out on the internet 2 hours after my breakdown) and they needed a new part. It wasn't there right now but it was on order from Germany. Should arrive in a few days. Total cost would be £214.40. Excellent news! Almost.
I wasn't contacted again, so I called them the following Monday (21st) to ask about progress. They told me the part should arrive "tomorrow".
I called the next day (Tuesday 22nd). The receptionist assured Adam would call back. He didn't.
I called again Thursday (24th). Adam told me the part would arrive "tomorrow" and then progress could start.
Then I heard nothing [Bear in mind that I was quite busy with work so I couldn't be spending all day waiting around calling them etc.] until May 28th where I got a text message saying that they were gaining an ETA “today” and would inform me as soon as they knew. I called them on May 29th, to complain about the waiting and the terrible service and the lying and the being ignored. I was told I'd get an update when they had received their ETA for the part. (What happened to "tomorrow"?)
The next day I got a voice message saying that the part wouldn't be available until July but that they would keep trying to get an ETA and would keep me posted.
I was not contacted until I called them on Monday June 18th at around 2pm. I was promised a call back straight away. A message was left just before closing time (I was working) saying the part could be earlier than expected but they would keep me updated.
I called them on the Tuesday afternoon, spoke to the receptionist because Adam wasn’t there. I declined a call back because I never got them, but I asked if I could leave a message for Adam because I was leaving the area in a few days. (I could tell she wasn’t writing anything down). She assured he would contact me very soon. No contact that day.
I called Saturday June 23rd. Adam was unavailable so I asked to be put through to someone else who could help. The receptionist said someone would call back soon. For the first time, I got a call back from reception to say that there wasn’t anyone available, sorry, and could he take a message. (Thank you, Norman). I left a message explaining that I’d be unavailable for 6 weeks starting July 1st but was happy for work to be done during this time.
On Monday June 25th I called and complained about all this mess and get a REAL ETA. I had still not been given a single date. I was put through to Adam, who told me that he wasn’t aware that my car had been booked in with him on the first day (May 3rd). He also told me that it was him who had called to ask what went wrong with the car, not Neil. He didn’t mention his holiday at all, and he basically implied that for about two weeks not a single thing had been done with my car. By then I was frustrated and tired and bored and there was nothing I could do without the part anyway. So I left for my residential summer school job and forgot all about it.
During the six weeks I got one text message on July 20th saying that they were STILL awaiting an ETA. They said they’d contact me the following week with any info. I heard nothing.
Then, after my job ended and I moved house, I finally decided to call them again. I called them on Monday September 17th. I was promised a call back, and for the first time, got one within the hour. Adam told me that he “was actually going to call me” that day (how convenient!) because the part had been “released” so they should have it all ready by “tomorrow”. He also said he might be able to give me a deal on the price because of the wait... He said he’d call me in the morning when it was all done.
I got a text message the next day saying the repair was “ongoing” but would probably be done the next day. They said they’d speak to me when it was completed.
Then on Wednesday they called me to say it was all done and running and lovely and shiny and happy rainbows and unicorns. They mentioned a leaking shock absorber which would probably need sorting (they would do it for £200) and that there were a few other minor things. I said I couldn’t pick it up yet because I needed to sort out insurance and MOT and tax and all that rubbish. Not to mention I’ve just moved house and I currently don’t have a job. They said no problem come and get it when you want, but we will call you again soon with a total price for everything, including some sort of discount.
Today is September 24th and I’ve not heard anything since.
My car has been at that garage, totally stationary and having not been started for four months and three weeks. You can see how I’ve been treated during this time. I have a couple of questions:
Are leaking shock absorbers a result of it sitting around for 4 months?
What sort of compensation (if any) should I expect/demand? Do they owe me anything? Should I ask them to repay the 2 months of insurance I paid for a car that was 80 miles away? Should I ask them to MOT and fix it up for free? Should I get the whole repair free? What about a free service?
The thing is, I know my car isn’t worth more than about £1000. But the reason I went there and not to some other place was because my family and my family in law are all loyal Mercedes customers and the service is always impeccable (kudos to Mercedes of Cheltenham). So to be treated like this for whatever reason (cheap car? girl? young?) is really insulting. I just don’t know what to do or say to get it sorted. Not to mention I’ve been without a vehicle for 4 months and nobody seemed to care.
This is so long. I’m sorry. If they’d sorted it when they said they would this would only be about a 6th of this length, so you can blame them for that too.
Thanks
Sinead