SL500 - almost new - terrible customer service - any advice

[greentrux]

I bought an almost new SL500 last year for a major dealer in Herts. Fantastic car.
About 8 weeks ago the alarm went berserk - it sets itself off day & night, for no reason, EVEN WHEN THE ALARM IS TURNED OFF !
OK, I guess I have to accept (?), things go wrong & anything electrical/mechanical can malfunction.
However, the reason I've searched for a site such as this is to mention the appalling service I've received from the Dealer. (I've called the Merc Customer Service line - haven't heard back from them yet). They had the car in 3 times, each time saying they'd cured the fault. They've now had the car for nearly 2 weeks, and tell me they hope to return it in the next few days.
Due to their incompetence I had to miss an important business meeting as they couldn't loan me a courtesy car in time, and the car they have eventually loaned is not quite right for the desired business impression.

Any advice - I feel like I should be compensated in some way ?

 

[NormanB]

Hi Greentrux

As no one has answered I will jump in.

Your experience of MB customer service is not untypical and you are in good company - Jeremy Clarkson et al.

Has the dealer being charging you for this work to remedy the alarm fault?

I will do a brain dump on that basis:

1. Write to the dealer principal and outline your case of dissatisfaction with customer service generally and their lack of technical expertise. Demand (in a polite way) that they:

a. Rectify the problem satisfactorily at no further cost to you.
b. Provide a loaner of comparable stature for the duration of the diagnostic and repair phase.
c. Reply in writing to this letter.

2. Be ready to write to MB UK, with a copy of both letters, lamenting the shoddy amateurish outfit MB seem to have become and demand (polite) that they exert some leverage with the dealer to enable you to achieve satisfaction and for MB UK to appear to be concerned that their reputation is disappearing fast. Failing that you could ask them to alert you to a competent dealer within a 100 mile radius of your home - if they know of one!! Again ask for a response in writing.

3. If the above 2 actions do not provide satisfaction you will have a documentary trail to take legal proceedings as the 'goods' are not fit for purpose and that you have given them 'reasonable' opportunity to remedy the situation. Your local Trading Standards will advise and maybe recommend a local solicitor. The solicitor letter may even get the response that you want without further cost (and you can ask MB for that money back too!).

4. In any event if you do not proceed as above (and I no expert) you should meet with the dealer principal and demand compensation and that the problem is sorted.

5. There are some good dealers out there - l don't know where you are - you could always talk to one of them and get the bill sent to your supplying dealer!!

6. My brain is dumped.

Good Luck, let us know how you get on.

 

[Keith]

demand a replacement

agree with last post , if the car is not as described then you are entitled to ask for a replacement product. that should get them more interested. I know someone who succeeded with that line.

Keith

 

[sgregory124]

There are definitely some good dealers out there, they are not all bad! Evans of Leicester are very good, although I personally didn't buy my car there I know someone who did. He had nothing but good things to say about them.

I've had work done on my car there though and the service department were excellent.

Just my 2 cents/pence etc

Simon

1997 C36 AMG

 

[OlafMaxwell]

I must agree with Norman B.

I was forced into a similar scenario which is now gone legal. Only now am I getting any acknowledgement.

The letter to the dealer is very important. I did get one good piece of advice. Add in a claim for your lost time and other consequential expenses. When the dealer fails to provide the appropriate service he is in breach of his contract with you. In these circumstances if you end up in Court it is often the case that some compensation is awarded.

I would strongly recommend you do as Norman B suggests. I would also look for some second opinions and there are number of names that come up here in a positive light. Andy Gayle was one but there are more.