Am I out of touch?

[Cmonyoureds]

Sorry to hear this.

One minor point... they ask if you want the car washed because many enthusiasts will go ballistic if the dealer attempts to wash their cars. I actually think that when a dealer asks you if you want the car washed, it shows that they are used to dealing with OCD owners. I have only ever been asked this by MB dealers; the Toyota, Renault, Kia, Vauxhall, and Suzuki dealers I used always washed my cars as a matter of course and without asking me first. The infamous one lad, one bucket, one cloth, 5 minutes wash method

I agree with that, if you want to keep your paintwork swirl free, best to refuse the complimentary car wash at the dealership.

 

[gr1nch]

Sorry to hear this.

One minor point... they ask if you want the car washed because many enthusiasts will go ballistic if the dealer attempts to wash their cars. I actually think that when a dealer asks you if you want the car washed, it shows that they are used to dealing with OCD owners. I have only ever been asked this by MB dealers; the Toyota, Renault, Kia, Vauxhall, and Suzuki dealers I used always washed my cars as a matter of course and without asking me first. The infamous one lad, one bucket, one cloth, 5 minutes wash method

Excellent point and to be honest i forgot about this. The first service I asked them not to do it. Then on a drive round the back I saw them cleaning another car and it looked like they were doing it with clean rags so I started to not move them doing it.

When I first got my car I was cleaning it literally every other day, with special kit, but weeks can go by as I've had other priorities. Maybe a bit like how the wife used to get special treatment, but now.....

 

[gr1nch]

Been there done that. I have been loyal to the brand since i got my first a w124.

When I got my W124 moons ago your were well known to the dealer principal and the mechanic would be your window person. Its like years ago you were well known in the local supermarket/

Now we are not even a number to these huge corps.

Share your greivance with the head of the dealership and MB UK by letter.

That's a good idea, I'll do both.

The other point is that for best value have the car serviced at the dealer on an MB Service Care Plan, then have any repairs done at a specialist who uses genuine MB parts - this is the best of both worlds.

The repair costs at the specialist (brakes, LED, etc) will probably be just over half that of the dealer, using the same parts.

You can also get the car serviced at the specialist, but they might struggle to meet the cost from MB for the bigger services (under Care Plan) mainly when the ATF and spark plugs (on petrol cars) are due.

I checked out an MB specialist in Lincoln and they charge about half the price for servicing and I'm tempted to switch to them. If not, then I'd try the main dealer there, rather than the one in Grimsby.

As my car is a diesel, would an independent find servicing a price challenge?

As for COMAND, you are entitled to free maps update for the first 3 years, up to once a year.

The usual problem is that dealers often don't actually bother updating the maps during servicing unless the customer specifically asks for it to be done, and even then they don't always do it.

Good to know, thanks. I had a feeling it was three years worth of updates. Given they've had the money for them up front, I'll do my best to get the third one. I had trusted them to do the map updates without having to ask them as I had assumed they were professional and would meet such a straightforward obligation.
.

 

[markjay]

Petrol cars get their spark plugs replaced every 4 years. Diesel cars get their fuel filter replaced every 4 years. So servicing cost are overall similar.

Getting value from the MB Service Care Plan is a bit of black art, though... you need time the services so they 'catch' the big ones.

As for specialist servicing, you'll need to factor in the cost of Mobilo, if that's relevant to you. And you'll need to find a specialist who offers a courtesy car, if that's what you need (not all specialists do). And obviously only choose a specialist that has access to the MB Digital Service Book and will update the car's service record.

 

[John]

Did not know where to get this off my chest, so thought here rather than opening up another thread....

I've just had a terrible experience at the main dealer that I've been loyal to for many years, which has changed my mind about carrying on doing business with them. It is such a bloody shame as I was more than happy to continue using them if they give me great customer service and good value. I realise, belatedly, that in reality I get neither.

• Booked a B service 3 weeks in advance. The last service was in Feb 2020, but it's done less than 2K miles since then.
• Told I'd have to pay £20 to go towards their courtesy car insurance, despite having cover on my personal insurance. At £5K per car a year, that's expensive insurance they are choosing.....
• Courtesy car is not of the same or better standard - not even close. But it's all electric which is a novelty for me, so no probs this time.
• Told on arrival, after waiting 20 minutes for the service expert/professional to leave their office to get to me (there was no one else being served) that the map update will cost £99 + VAT even though they accepted on booking it was included in the car purchase. It had only had one map update in 4.5 years. I has asked about it the last service when I realized they had not been updating the maps at service time, which they admitted - they said the included updates would be honoured, as expected. After 15 minutes the service expert (clueless person who does not know the answer to any question I've asked) came back from speaking with their manager and told me that they would install them for free this time (bear in mind I had paid for this with the new car) but future one's would be charged. I still don't know for sure how many map updates you get with a new car.
• During service I get a call saying they have found problems:
  • front discs and pads £600+
  • rear pads £300+
  • a single LED replacement in the drivers door handle £480+
• I queried the LED cost, the part is £16. The labour they estimate 1.7 hrs at £145/hr. It does not add up. The expert looks at her computer again and said there was a mistake and it is now £320. Hmmmm. That is a lot for one LED replacement. If I had not queried it and had said go ahead, they'd have charged me nearly £500 for replacing one little bulb.
• They asked me if I wanted the car washed and vacuumed, when I obviously do look after my car to some degree. I never take it there filthy. Why ask? Are they trying to save money at the expense of maintaining good customer service?
• The staff generally never remember my name, call me by name when they look it up or recognize me. Despite me taking my car to them probably a couple of times a year on average so far. It feels like they do not value me as a customer at all.

I'm now looking around for other options. I had my car MOT'd at a smart, independent garage that has good reviews and I was impressed with their work and respect for my time as well as theirs. There is another good garage locally it seems. Two decent options which will make taking the plunge away from the main dealer less stressful, I hope!

If I had the confidence, as I'm fairly good with mechanical items, I'd replace my own brake discs and pads. Just don't know enough to do so.

The car
I bought a brand new W222 S350D with 13k of extras from them in 2017 and it's had 4 services since then and all repair work was done there, apart from the fitting of new tyres, which I had done locally.

It's sad but not a huge surprise.

It's why I use main dealers for as little as possible and will continue to do so even though my local are better than average in my experience.

Saves money and means no disappointment come service / MOT time (as I use a decent inde) with the kind of BS you experienced above.

They won't give a flying what car you bought from them... that will have been long-forgotten about the second you handed over the purchase price.

You have to treat main dealers as being there to make money only and anything you get on top is a bonus but I wouldn't expect anything more.