I decided to contact Mercedes-Benz Customer Assistance Center Maastricht after having spoken to Sebring about supplying me with just the 4 chrome trims.
Sebring said that logistically they could supply what I needed but were not allowed to due to an agreement with AMG.
Here is what happened next:
I sent them an email asking very nicely to help me out by allowing me to buy the chrome tips from Sebring and therefore helping me get my car looking exactly as it should.
They answered:
Thank you for contacting the Mercedes-Benz Customer Assistance Center Maastricht N.V.
>
> When there is an exclusivity agreement between any two entities then this cannot be breached due to contractual issues and as such we cannot assist you with your request.
>
> Should you have any further requirements please do not hesitate to contact us.
>
> Yours sincerely
So I sent back:
I have to say that I am very disappointed with your response.
The ''contractual agreement'' between yourselves and Sebring will be one where ''Mercedes'' will have stipulated what ''Sebring'' are and are not permitted to do (not the other way around), therefore it will be totally within Mercedes power to give permission to Sebring to supply parts to me if that suits Mercedes (or whoever it is at Mercedes that has the authority to give clearance for such activity). I feel that I have been given the ''brush off'' to be honest. If I were the Sultan of Brunei I wonder if I would have received the same response? I doubt it very much! All obstacles would have been removed to ensure you kept me happy! If Jon that is not within your discretion or your ''power'' please be kind enough to point me in the direction of whom I need to approach. What has happened to the customer always being right and always ensuring that you keep your customers happy? My request was exceptionally simple..... 4 chrome exhaust trims, which I am more than happy to pay for. I am not asking for anything for free, I am not asking for anything bespoke, I am not asking for blue prints of the original exhaust design. I have a perfectly good exhaust bar the chrome which has failed, so therefore don't need to buy the entire rear sections.
Your thoughts please Jon? I look forward to your reply.
Yours Sincerely
They responded:
Thank you for contacting the Mercedes-Benz Customer Assistance Center Maastricht N.V.
Having reviewed your response to us, unfortunately, we have to reiterate our stance that when there is an exclusivity agreement between any two entities then this cannot be breached due to contractual issues and as such we cannot assist you with your request.
We would like to thank you for taking the time to contact us with your concerns
Yours sincerely
So I have just sent:
This is not what I expect from Mercedes, MB have been fighting for years to better there customer relations image as it had slumped so far down the list that people didn't even want to go to their dealers any more. Although my local dealer has greatly improved (thank God because they could not have got much worse) it seems clear that ''centrally'' you are just as bad as you were!
I can't believe that I write to you asking for your help and explaining my perspective and all you do is talk about '' exclusivity agreements''. This in reality is a one way agreement that MB have the power to waiver at their discretion and you know it. You are the big player in this agreement not Sebring, how on Earth could you upset the apple cart within the agreement? It is only Sebring selling parts to private customers that could potentially upset MB's profits and therefore be in breach of this so called agreement. How do you suggest MB could get themselves into a position where Sebring would get in contact and start throwing contract agreement terms and conditions about? I work for a very large international company and am well aware how ''deals and agreements'' work.....the Dog always wags the tail, never the other way around.
I know I am wasting my time even bothering to write to you again because you will just reply with another feeble ''one liner'' quoting the same flimsy excuse! I would have more respect for you if you actually had the guts to tell me that ''yes things would be different if you were the Sultan of Brunei, but as you are just Joe average........we are just going to brush you off with a poor generic answer and hope you go away''. I would love to know what your CEO or head of customer relations would make of these correspondence. I wish I were in the position to put a copy of it all into their hands and see the reaction. All the for the sake of a few pounds worth of exhaust trims and someone having the guts to say (at very worst) ''yes just let him buy them and get this guy out of our hair''.........or perhaps (if you were being a little more professional) ''This is not only a valued and repeat MB customer, he is a customer that is in need of our help and we should do everything we can do to not only help the guy out but to also stand our greatest chance of getting him to remain as a loyal MB customer''.
Oh well I will be sure to let all on the MB club UK forum know MB's stance on this one.
If you do respond......try treating me like an intelligent Human Being and not just a pleb that is happy to settle for a very lazy answer. Let me know why I should buy another MB AMG instead of an ''M'' Power BMW or ''RS'' Audi?
Yours as a very disgruntled MB owner
Your thoughts please Ladies and gents?
