Bad experience at a MB Direct dealership

[Andyt]

Hi

I bought my beloved Merc at a MB Direct dealership and expected the very best after service. I did not get it - the problem has been the transfer from the car of the previous owners personal number plate. To cut a long story short I have been fined for not registering the car properly or taxing it properly, a tax refund has not been passed onto me and all this over a period of 4 months with seemingly the dealership not caring very much about me the customer.

I am new to the world of MB - is this typical or am I the exception.

Any suggestions of how to get proper compensation for what's happened to me.

Any thoughts much appreciated.

 

[glojo]

Hi Andy,
I have never experienced dealing with MB Direct but from reading a number of messages wrote on this subject I think a large proportion compare the experience to any other car supermarket sales outlet? They sell cars cheaper than a main dealer so perhaps some of these outlets do not offer a service that should be associated with this marque?

If you put the car on the road then should it be your responsibilty to check that all is well, legal and above board?

Sorry to read about the experience,
Regards,
John

 

[Rory]

I bought my car (my first Merc) from MB Direct Birmingham. They were a refreshing change compared to 'ordinary' MB in dealers in that they actually seemed keen to sell me a car.

However they pushed very hard for me to have the car delivered (which I refused) but I now realise this was so that they could just dump the car and run.
Even collecting the car there were still several unresolved paperwork / documentation issues and they totally ignored all atempts to correct, even following a formal complaint to MB Direct 'HQ'. Clearly I just ceased to exist once they had my money.

I am very pleased with car though, and with the price I paid. I got a 5mth old, 6000mile car which to all intents and purposes looked brand new for a third less than new list price, and I paid MB Direct £3500 less than they were asking for the car.

 

[Mactech]

I have bought two of my last three Mercedes from Caterham direct. I can confirm Rory's comments that I am very pleased with my cars, again saving a huge chunk by buying cars just a few months old and getting sensible part ex values. I did have to wait nearly 5 months for a second key for one car (It never became a problem) and for my last car which I bought in October I also seemed to cease to exist as soon as I left the showroom having had two calls a day whilst I was about to buy.
Two other cars I have bought from main dealers and whilst I felt a little more loved, I paid for the privilege!
The main dealers have been always very helpful on all the cars (if expensive!) come service time.

 

[sym]

Had a similar problem with MB Direct Hemel about 4 years ago now - relating to private plate transfer off and on .... seemed to take forever - they were pretty good about it in the end and gave me an equivalent courtesy car to use until the problem was sorted out, as car was not ready on the date that they had advised me - leaving me with no transport ! After sales service was acceptable too. If I was buying used, I'd try them again, if the right car was in stock !

S.

 

[arana]

I bought an A class from a London direct dealership a couple of years ago and had the worst experience ever.

I was treated like dirt by both the sales team and the service centre.

Mercedes' attitude is that they are doing you a favour by selling you their cars and letting them service your cars for you.

I have found that not only the quality of the product has detoriated but so has the service and attitude towards customers.

Maybe they need to get a little training on customer service from the likes of Honda and Toyota.

 

[hawk20]

I bought an A class from a London direct dealership a couple of years ago and had the worst experience ever.

I was treated like dirt by both the sales team and the service centre.

Mercedes' attitude is that they are doing you a favour by selling you their cars and letting them service your cars for you.

I have found that not only the quality of the product has detoriated but so has the service and attitude towards customers.

Maybe they need to get a little training on customer service from the likes of Honda and Toyota.

My brother bought a new model A class from a Southampton main Mercedes dealer and he has been delighted by the outstanding service and the quality of the vehicle. Over Christmas he averaged 67mpg on a round trip from Poole to the Wirrall and back (about 600 miles). He has had the A160cdi for over a year now with no faults.

I use the same dealer (Pentagon) and have had excellent service. My car is also just over a year old, has just topped 20k miles and has also been fault free.

 

[glojo]

I think there are lessons to be learnt here by both parties.

Mercedes-Benz
Having a Direct outlet is an excellent way of removing ex demonstrators courtesy cars etc at a discounted price. However by putting their name on the forecourt even though they are adding the word DIRECT customers think they should have the full service?

Customers
You are buying a car at a hugely discounted price. In the real world that we all live in, we get what we pay for. Your paying for a quality car and that is IT. You get what you pay for.

There might be a Direct outlet that offers that little extra, but at the end of the day that little extra is coming out of the profits of the cheap car.

Would you as an employee willingly give up some of your salary for plush carpets in your office, nice coffee, biscuits, etc just for people that might want to look through the window at your office? We all want something for nothing, but how many of us are prepared to give.... something for nothing? MB Direct sell cars at a cut down price, and as an aside are offering a cut down service. It is WRONG to compare these outlets with a Lexus or Toyota main dealer.

John

 

[Mactech]

I'm with you John! You get what you pay for. Now want do you want?

 

[Andyt]

Now that helps

I have bought two of my last three Mercedes from Caterham direct. I can confirm Rory's comments that I am very pleased with my cars, again saving a huge chunk by buying cars just a few months old and getting sensible part ex values. I did have to wait nearly 5 months for a second key for one car (It never became a problem) and for my last car which I bought in October I also seemed to cease to exist as soon as I left the showroom having had two calls a day whilst I was about to buy.
Two other cars I have bought from main dealers and whilst I felt a little more loved, I paid for the privilege!
The main dealers have been always very helpful on all the cars (if expensive!) come service time.

I to bought mine at Caterham - as you say got a very good deal but its had a sting in the tail - so I guess based on your and others replys not much hope that they will put things right.

Great car though. Andy

 

[Andyt]

I know how you feel

I bought an A class from a London direct dealership a couple of years ago and had the worst experience ever.

I was treated like dirt by both the sales team and the service centre.

Mercedes' attitude is that they are doing you a favour by selling you their cars and letting them service your cars for you.

I have found that not only the quality of the product has detoriated but so has the service and attitude towards customers.

Maybe they need to get a little training on customer service from the likes of Honda and Toyota.

It is disappointing, the publicity is that you will be part of the family and then they treat you this way - bigger buiness's that MB have lost their way over complacency to customers - its sad but I will seek alternative ways of maintaining my car going forward - I know there are plenty out there willing to give good service for my money. Hope you you fair better in the future.

Andy

 

[Andyt]

Yes you are right but..

I think there are lessons to be learnt here by both parties.

Mercedes-Benz
Having a Direct outlet is an excellent way of removing ex demonstrators courtesy cars etc at a discounted price. However by putting their name on the forecourt even though they are adding the word DIRECT customers think they should have the full service?

Customers
You are buying a car at a hugely discounted price. In the real world that we all live in, we get what we pay for. Your paying for a quality car and that is IT. You get what you pay for.

There might be a Direct outlet that offers that little extra, but at the end of the day that little extra is coming out of the profits of the cheap car.

Would you as an employee willingly give up some of your salary for plush carpets in your office, nice coffee, biscuits, etc just for people that might want to look through the window at your office? We all want something for nothing, but how many of us are prepared to give.... something for nothing? MB Direct sell cars at a cut down price, and as an aside are offering a cut down service. It is WRONG to compare these outlets with a Lexus or Toyota main dealer.

John

I am not looking for plush just efficiency - I dont expect to end up with a fine and a loss of £133 and number plates that do not match the Tax Disc - not much to ask even at a knock down price.

Andy

 

[mioba]

whilst searching for my w220, i read alot of views on the forums. its appears that the direct outlets are very pushy and once the car is gone and they have your cash, the aftersales is pretty poor.

Whilst searching i was in dialogue with MB direct cateram. I expressed interest in a car and was called 5 times in a day, "if you want the car we can process payment now and deliver by........." all i wanted was more details of the damn car and not it rammed down throat

very pushy i thought.

I think its better to deal with a dealer atleast you may have someone to fall back on if things arent perfect.

I would be in touch with MB HQ if you have problems as apparently the direct outlets are owned my MB and not franchise like the dealers. so you may get better response from Milton Keynes, but i wouldnt bet on it.

 

[jaymanek]

before i started mercland i bought a few cars through direct for family. The prices are good and they do offer decent discounts with some negotiation.

With my mums c220 cdi aftersales was reasonable. Spare key took a couple of weeks but they did keep me informed. They did not touch the bumer up properly as i had requested and this took a couple of months to get into their workshop to sort out.

My salesman was quite good but the managers are an unfriendly bunch.

As it turns out im in good contact with them a now as i buy a lot of their p/x's for mercland.

Overall the cars are priced well and of course they have a good range but service is between average to below average so ensure everything is working and in order before you hand over the cash.

 

[hawk20]

I am not looking for plush just efficiency - I dont expect to end up with a fine and a loss of £133 and number plates that do not match the Tax Disc - not much to ask even at a knock down price.

Andy

Oh but come on let's be fair. Was that your fault or their's? You are legally responsible for ensuring that your car is taxed and insured. Are you sure you did all you should have done???

If you are sure it is their fault, I would e-mail Mercedes Customer Care
[email protected] Just set out the details of what happened, calmly and politely. Getting heated rarely brings results as I'm sure you know. Keep it straight and factual -can they help?

Mercedes Direct sell about 10% of all secondhand Mercedes in Britain and I know from other threads that they have had many satisfied customers. But as with all big organisations, one guy will be better than another and it can depend who you get, and whether he is having a bad day. It shouldn't, but it does. That is life. One day you see a thread saying the dealer at Guildford -or wherever- is marvellous; another day you see someone with a grievance. But if you look at the big surveys like J D Power you will see that Mercedes come out way above average now for customer satisfaction.