Cancelling Order

[Dryce]

Agreed. Our customers expect cars on our forecourt to have full MB service history, so it's perfectly reasonable for MBFS to do the same. If your car ends up going back to MBFS, they will sell it to the dealer network, which will be difficult if you haven't had it serviced with MB. They need to protect themselves as much as you do.

Trouble is MB service pricing - in particular - very cynically exploits this situation.

As for FMBSH being a good thing. Not necessarily when the service departaments can be as sloppy as they like because the custiomers are tied into them and there is no effective competition. That isn't a healthy situation for the customer. Which is one reason the block exemption was a good thing in general - and it's a bad thing if a manufacturer is circumventing it through sales process.

 

[Dryce]

Keep in mind the Value service doesn't renew Mobilo or count as an official service. Check the small print....

I have to say that this particular aspect of the 'value' service just stinks. MB really should look at themsleves and ask what game they are playing with their customers. Cutting out things like the Mobilo is fair enough - but saying a MB Service isn't a proper MB Service screams out to me that they are just a bunch of back street rogues at heart.

Trading standards should be asking why dealers charge lower rates for old cars - than new cars.

 

[Dryce]

all defective parts replaced (aside from tires), including brake disks, linings, suspension, axels, light bulbs, then I take my hat off to you; that is truly outstanding!

The warranty covers defective parts on vehicles within warranty.

The service plan covers servicing and service items. Ie. scheduled stuff.

Last time I looked at the service plan was late last year when I was looking at a E Class and my recollection is that when I read the samll print that it excluded brakes (They used the term 'friction material') and bulbs.

 

[Piff]

Have had good dealings with George at Ipswich and wanted to deal with him again recently but he had been promoted & a lower salesman appointed who I didn't particularly like.
On the pcp front, you are obliged by their loan terms to have the car serviced at a main dealer. Nothing to do with the block exemption stuff, more to do with the loan agreement. I you don't, they will charge you at the end to bring the car back to their service standards. The clever way around this is to ask them to include the first one or two services included in the package free of charge. Have the services carried out a few days late then at the end of the 3 year pcp you will have handed back the car before the 3rd service is due.

 

[Piff]

But, of course if you are not happy with the service at Ipswich, James at Norwich seems keen to help

 

[TripleD]

The car is back on track, spoken with the sales person, vented my frustrations, I have the pictures I asked for a week ago quite quickly.
Servicing etc, after research, it is what it is, I'm not going to change that model, so have to accept it. Indy pricing is actually more than £900 when factoring brake fluids etc.

I got a good deal on the car, so I need to be careful about throwing my toys too far out of the pram. Let's hope it's smooth sailing from here!

 

[JLR1969]

The car is back on track, spoken with the sales person, vented my frustrations, I have the pictures I asked for a week ago quite quickly.
Servicing etc, after research, it is what it is, I'm not going to change that model, so have to accept it. Indy pricing is actually more than £900 when factoring brake fluids etc.

I got a good deal on the car, so I need to be careful about throwing my toys too far out of the pram. Let's hope it's smooth sailing from here!

But what about the coffee........

 

[TripleD]

But what about the coffee........

Missus brought me a nespresso!

 

[Taff814]

Our second visit to the Robinsons Norwich resulted in myself and my wife walking out. When we were finally spoken to, a salesman said " I just need to speak to this customer for 2 seconds". No probs with that. 10 mins later we are still waiting. A receptionist takes our names and says "there'll be someone with us in a few minutes". Another 10 mins later she comes back and says "there are busy and there could be a wait but if you leave your details someone will get back to you". No thanks say I as the last 3 times we did that nobody contacted us. So we drove from Norwich to King's Lynn. Within 5 mins we were in front of Rob who gave us the figures and info we were after.
Norwich may be the flagship branch for Mercedes in Norfolk but its customer service requires some work.

 

[Tiim533]

Our second visit to the Robinsons Norwich resulted in myself and my wife walking out. When we were finally spoken to, a salesman said " I just need to speak to this customer for 2 seconds". No probs with that. 10 mins later we are still waiting. A receptionist takes our names and says "there'll be someone with us in a few minutes". Another 10 mins later she comes back and says "there are busy and there could be a wait but if you leave your details someone will get back to you". No thanks say I as the last 3 times we did that nobody contacted us. So we drove from Norwich to King's Lynn. Within 5 mins we were in front of Rob who gave us the figures and info we were after.
Norwich may be the flagship branch for Mercedes in Norfolk but its customer service requires some work.

Had you made an appointment with someone, or was this a casual walk-in? One for JBD to answer me thinks!

 

[mike_es]

Our second visit to the Robinsons Norwich resulted in myself and my wife walking out. When we were finally spoken to, a salesman said " I just need to speak to this customer for 2 seconds". No probs with that. 10 mins later we are still waiting. A receptionist takes our names and says "there'll be someone with us in a few minutes". Another 10 mins later she comes back and says "there are busy and there could be a wait but if you leave your details someone will get back to you". No thanks say I as the last 3 times we did that nobody contacted us. So we drove from Norwich to King's Lynn. Within 5 mins we were in front of Rob who gave us the figures and info we were after.
Norwich may be the flagship branch for Mercedes in Norfolk but its customer service requires some work.

As asked by Tiim, did you have an appointment?
If not, how can you reasonably expect to be seen immediately by a salesman who is not available?
Would you prefer that he ignore people he has made arrangements with to deal with you?
How would you like it if he left you (his appointment) to speak to a walk in customer?

I understand your frustration but give the guys a break!
Car salesmen get a hard enough humping from their bosses who have forgotten what it is like to be on the sales floor, and sometimes, as in your case, there are not enough salesmen to deal with the customers, but that is not their fault, neither is it yours, but it just needs a little patience and understanding on both sides.

Might I suggest that the only reason you were seen immediately in the other branch is because they were not busy?

 

[JBD]

As asked by Tiim, did you have an appointment?
If not, how can you reasonably expect to be seen immediately by a salesman who is not available?
Would you prefer that he ignore people he has made arrangements with to deal with you?
How would you like it if he left you (his appointment) to speak to a walk in customer?

I understand your frustration but give the guys a break!
Car salesmen get a hard enough humping from their bosses who have forgotten what it is like to be on the sales floor, and sometimes, as in your case, there are not enough salesmen to deal with the customers, but that is not their fault, neither is it yours, but it just needs a little patience and understanding on both sides.

Might I suggest that the only reason you were seen immediately in the other branch is because they were not busy?

Exactly. Norwich is our busiest branch and Kings Lynn is the quietest. If you book an appointment, you should have an issue at any branch.

Apologies that you weren't happy with the service though, not what I like to hear


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[def90cars]

The car is back on track, spoken with the sales person, vented my frustrations, I have the pictures I asked for a week ago quite quickly.
Servicing etc, after research, it is what it is, I'm not going to change that model, so have to accept it. Indy pricing is actually more than £900 when factoring brake fluids etc.

I got a good deal on the car, so I need to be careful about throwing my toys too far out of the pram. Let's hope it's smooth sailing from here!

Glad to hear it.

Can I just add.... I set my expectations when I arrive..."Hello, I'm here to see James... no sugar in the coffee thanks...".... it tends to go better then.

 

[TripleD]

Glad to hear it.

Can I just add.... I set my expectations when I arrive..."Hello, I'm here to see James... no sugar in the coffee thanks...".... it tends to go better then.

good plan