First encounter with local stealership....not good!
Discussion
So I bought a 1998 SL500 last summer. The car was the best one I'd seen, with only a few minor things thsat I decided I wanted to do. The easiest two were to replace the headlamp washer pump and get a new warning triangle as the existing one was broken.
So about a month ago I popped into my local Mercedes dealer to get the bits. I gave my chassis number and the guy checked: The pump was in stock and I took it away and fitted it. The triangle was not in stock and so I paid, left my mobile number and waited for them to call in a few days when it was in stock.
A month later, not having heard anything , I popped back in. There the triangle was! It had been sitting there complete with paperwork saying "call when in" for about 3 weeks!
When I got it home, I quickly realised it was the wrong type. So i took it back and the guy tried to take the triangle back and that he would email Mercedes in Germany to see if the right one was avaiable. I had to really insist on getting a refund as he was taking it back!
So now a week later and surprisingly enough no contact from them, but I've quickly identified two places where I can get the part on the internet (I know, I should have done this first!).
But this small experience has really put me off them. I really can;t believe how a premium manufacturer can have such shocking service. Good job there's an excellent independent nearby where I can get my car looked after!
end of rant!
So about a month ago I popped into my local Mercedes dealer to get the bits. I gave my chassis number and the guy checked: The pump was in stock and I took it away and fitted it. The triangle was not in stock and so I paid, left my mobile number and waited for them to call in a few days when it was in stock.
A month later, not having heard anything , I popped back in. There the triangle was! It had been sitting there complete with paperwork saying "call when in" for about 3 weeks!
When I got it home, I quickly realised it was the wrong type. So i took it back and the guy tried to take the triangle back and that he would email Mercedes in Germany to see if the right one was avaiable. I had to really insist on getting a refund as he was taking it back!
So now a week later and surprisingly enough no contact from them, but I've quickly identified two places where I can get the part on the internet (I know, I should have done this first!).
But this small experience has really put me off them. I really can;t believe how a premium manufacturer can have such shocking service. Good job there's an excellent independent nearby where I can get my car looked after!
end of rant!
Went to an owners meeting earlier in the week. The story of a local dealership was not good (and that came from both customers and staff).
As with many businesses, sadly, you are going to get differing treatments across different areas. Down to the staff and dedication I believe.
The problem in the case of the local dealership was actually right at the very top we were told. The site 'director' was wholly figures based. Customers didn't count - despite them being key to long term growth. Member benefits were removed. A loan car issued was worse than you might have been offered by some back street outfit (dirty/damaged/past service interval/etc).
As with many businesses, sadly, you are going to get differing treatments across different areas. Down to the staff and dedication I believe.
The problem in the case of the local dealership was actually right at the very top we were told. The site 'director' was wholly figures based. Customers didn't count - despite them being key to long term growth. Member benefits were removed. A loan car issued was worse than you might have been offered by some back street outfit (dirty/damaged/past service interval/etc).
I cannot speak highly enough of Mercedes-Benz of Newcastle. They tend my SL500 with great care (it is there at the moment) and at a reasonable price. They take it at short notice (like, why not drop it in now, sir), give me a nice car of I need one (I had an E350 for ten days recently, at no charge) and they match my local independent on price. If you are in the north east, I would not hesitate to refer you to Paul Simpson and Paul Smith there.
Chris, could you let me know where you got the proper warning triangle from? The correct part has been superceded and MB no longer supply it.
Chris, could you let me know where you got the proper warning triangle from? The correct part has been superceded and MB no longer supply it.
r129sl said:
I cannot speak highly enough of Mercedes-Benz of Newcastle. They tend my SL500 with great care (it is there at the moment) and at a reasonable price. They take it at short notice (like, why not drop it in now, sir), give me a nice car of I need one (I had an E350 for ten days recently, at no charge) and they match my local independent on price. If you are in the north east, I would not hesitate to refer you to Paul Simpson and Paul Smith there.
Thanks for the recommendation, unfortunately Google says they are 342 miles away, so a bit too far for regular use!Having only used Toyota and Lexus dealers for the past 15 years, it comes as a bit of a shock to find that , in spite of the lovely SLS in the showroom, the Mercedes place is a bit c**p!
In my experience, most MB dealers are appalling.
The buying experience in most I've tried have been shocking with a lack of knowledge and even inability to honour MB's finance deals (that's actually MB UK's fault for putting deals on AMG's that require you to order a new car to be eligible yet the new car cannot be built before the offer ends...I mean, WTF???). This one issue led to them losing a sale for brand new E63 (after I was on my second C63) and instead I bought a 997 Turbo (I know, similar car and all that!).
On another occasion, my local dealer (I live in Loughborough BTW) managed to damage the seat on my C63 AMG by applying a nice scratch to it (the seat base also had a big footprint on it....how???). The interior was cream leather and I'd spent a fortune having the whole dash etc trimmed in leather at AMG in Germany. They just didn't get it....in one swoop, they'd ruined my 100% pristine interior and even tried to get out of replacing it. Thankfully, they were so bad in the buying experience that despite being 3 miles from where I live, they have never had a penny on a car purchase from me!
The final sting in the tail is their constant pressure to give good feedback on their customer satisfaction surveys. The best example was my father in law who bought a new B-Class and spec'd an automatic. Problem is, a manual turned up after his 8 week wait for it! OK, the dealer did a bit more discount to sweeten it for him (or he could have waited another 8 weeks for a replacement to be built) yet still insisted that they deserved good feedback! It makes an absolute mockery of the system and if they just left customers to their own devices when filling these surveys out they might get some real feedback that they can act upon!
Rant : Over
The buying experience in most I've tried have been shocking with a lack of knowledge and even inability to honour MB's finance deals (that's actually MB UK's fault for putting deals on AMG's that require you to order a new car to be eligible yet the new car cannot be built before the offer ends...I mean, WTF???). This one issue led to them losing a sale for brand new E63 (after I was on my second C63) and instead I bought a 997 Turbo (I know, similar car and all that!).
On another occasion, my local dealer (I live in Loughborough BTW) managed to damage the seat on my C63 AMG by applying a nice scratch to it (the seat base also had a big footprint on it....how???). The interior was cream leather and I'd spent a fortune having the whole dash etc trimmed in leather at AMG in Germany. They just didn't get it....in one swoop, they'd ruined my 100% pristine interior and even tried to get out of replacing it. Thankfully, they were so bad in the buying experience that despite being 3 miles from where I live, they have never had a penny on a car purchase from me!
The final sting in the tail is their constant pressure to give good feedback on their customer satisfaction surveys. The best example was my father in law who bought a new B-Class and spec'd an automatic. Problem is, a manual turned up after his 8 week wait for it! OK, the dealer did a bit more discount to sweeten it for him (or he could have waited another 8 weeks for a replacement to be built) yet still insisted that they deserved good feedback! It makes an absolute mockery of the system and if they just left customers to their own devices when filling these surveys out they might get some real feedback that they can act upon!
Rant : Over
I filled in the feedback form after my SL purchase from MB Preston which should have evoked a response but heard nothing about it. It was pretty much a complete negative feedback so I guess they ignored it.
The thing is I got a call from them asking what I thought of the car and I hadn't even taken delivery.
In contrast my local MB in Stratford has never been a problem but they are not the same franchise.
The thing is I got a call from them asking what I thought of the car and I hadn't even taken delivery.
In contrast my local MB in Stratford has never been a problem but they are not the same franchise.
chris333 said:
Thanks for the recommendation, unfortunately Google says they are 342 miles away, so a bit too far for regular use!
Well, it would help if you specified your location here or in your profile; there are lots of good independents out there. Also, sign up to the two Mercedes forums as there are lots of knowledgeable users on there.RemainAllHoof said:
Well, it would help if you specified your location here or in your profile; there are lots of good independents out there. Also, sign up to the two Mercedes forums as there are lots of knowledgeable users on there.
To be fair there are a lot of bad independents out there as well - and if MB are prepared to price match them then I'll stick with them as at least I have some comeback whereas the indie can simply tell you to get lost or whatever.I'd say it's simply a case of finding who you trust - indie or main agent - and building up a good relationship with them. In this case I think the OP is being a bit harsh - omitting to tell you some part has arrived is hardly on a par with charging for non-replaced parts or unnecessarily changing parts (both of which I've experienced with indies).
Dog Star said:
I'd say it's simply a case of finding who you trust - indie or main agent - and building up a good relationship with them.
Sound advice. I think there is something else, too: many people expect great service (especially from the main dealer, with all of the bells and whistles like promptness, mega courtesy cars, tea and coffee, plate glass show rooms, pretty receptionists and so on) but they're rarely willing to pay for it. Any bargain is a two-way street: there has to be something in it for the other party!
RemainAllHoof said:
chris333 said:
Thanks for the recommendation, unfortunately Google says they are 342 miles away, so a bit too far for regular use!
Well, it would help if you specified your location here or in your profile; there are lots of good independents out there. Also, sign up to the two Mercedes forums as there are lots of knowledgeable users on there.Think yourselves lucky! My wife took in her B200 for a squeaky steering column and whilst standing next to her car with the service manager, one of their staff drove into it in a new ML! Ended up with a major scuff to the front bumper. They did fix it, however didnt offer anything and made out they had done her a favour as the car was now 'perfect'. Although its not as its had a bumper resprayed. "yes but you would never know" replied the manager.
- **kers!
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