Are the dealers getting better???

[maddog]

I keep reading how MB have invested a lot of money into improving the dealer network and customer service but i'm not sure i've seen any improvement.

My local dealer MB of Newbury , gave consistantly poor service over the last 5 years so i was reccomended to try Tony Purslow in Basingstoke, its a fair trip for me but they are usually professional and efficient, they have a proper service desk and seem to know what they are talking about.

I had cause to visit my local dealer in Newbury recently after a long break just for a £5 part and whilst the sales side looks revamped its doesnt even look like a dealership more like a coffee bar , there are two receptionists and if you want parts, sales or service they call someone down to you , leaving you wandering around waiting for someone, its almost like there arent expecting customers to come in , they are more geared for corporate clients who phone in and expect their cars collected and delivered again.

Is this what MB are talking about when they go on about investing in their dealer network???

 

[Matt45]

there are two receptionists and if you want parts, sales or service they call someone down to you , leaving you wandering around waiting for someone, its almost like there arent expecting customers to come in ,

My local dealer has the same set-up. I was told by the parts chap that it's an exercise in keeping the customers in the showroom for longer in case they decide to buy another new car while they're waiting. That said, I always get a smile from the receptionist and a cup of coffee if I feel like one.

 

[280gee]

A dealer I've used (been forced to use) in southern France has been setup this way for a few years now.

Kind of a glass temple to the motor car, a huge place with a disinterested receptionist constantly engaged on 'important' phone calls. When eventually one's presence is noticed a curt "what do you want?" is issued. Then someone eventually appears looking harassed beyond measure and deals with your request in an offhand kind of way. Few do arrogance as well as they.

Can't imagine anyone buying a car from the floor in that place but you never know. Welcome to the future perhaps??