Customer Service?

[zipdip]

Well I am very unlikely to buy a car from the MB main dealers,I have bought a couple of parts from the Colchester MB dealer and had no problem got the phone call when the parts came in,one thing I find strange is members get stiffed by the dealership but never mention the name,so we can all be aware of who they are,so this guy buys a £30 grand C63 and so not new,and accepts it with one key,you expect that with a cat d,or a snatch back,or sometimes buying from a lease company who seem to lose keys fairly often,or the car has avoided cat d and has been repaired,I may not have as much money as some on here,but the minute there was only one key I would have stopped buying that car,I do hope the guy gets the faults sorted I know I would hate to have £30 grand spent with no car to drive.

 

[Deleted member 6183]

Our SLK has 3 keys, if I'm honest it's a bit ropey.

 

[JohnEclass]

This kind of service is rubbish!

I would reject the car. Made easier if on finance too.

Unfortunately as I traded a 15 plate S4 there was no finance

 

[JohnEclass]

IT Helpdesk standard response to all users' complaints:

1. Reboot the device
- Problem persists?
2. Install latest updates and patches
- Problem persists?
3. Kick the issue to 3rd Line where the people who actually know something are, and they will try to understand what the issue is and how to fix it.

MB Service department standard response to all customers' complaints:

1. Connect to STAR and ease fault codes
- Problem persists?
2. Connect to STAR again and apply latest software updates
- Problem persists?
3. Kick the issue to the senior tech who will try to actually understand what the issue is and how to fix it.

Funny you should say that... we are now on visit 3!! and you are spot on with visits 1 & 2!!!:fail

 

[JohnEclass]

I've been in a similar situation with a customer recently and to be fair, it took us 4 attempts to sort out an EMS light. No indicated faults, it just kept coming back. Ok the end it just stopped popping up, without any parts being replaced.

To be fair to your salesman, what can he do, other than be apologetic?

Regarding your spare key. Their parts department can just order a new one without a log book, that's complete BS. They sold the car to you, they know it's yours. There's no place that they have to send a photocopy of your log book to, it must be a company policy.

The key on the W205 doesn't need coding either

I'm feeling violence coming on!!!!!!!!!!!!!!!!

 

[JohnEclass]

Just why has a £30,000 car only got one key,was it a leased car bought at auction,a damaged car but not written off so repaired and sold,JBD has pointed out that the key does not need to be coded so why have they sold a car that needed another small amount spent on it,I see this is the second car you have bought from this dealership with one key,I am sorry but I do not think you are running on all cylinders,I hope you get the car fixed,but seriously would you buy another car from them.

Obviously because I'm a gullible idiot.... but seriously... I tend to give people a second chance... even a dealership!

 

[JohnEclass]

My approved car came with only one key, but I was assured it could be resolved easily enough. My supplying dealer (100 miles away) booked me in with my nearest dealer and told me I needed to take the V5 and my driving licence with me. Fair enough. Turned up at the appointment time to be met by a complete jobsworth who said that because the V5 was in my company name and my driving licence was in my own name he couldn't do it. He required a letter from the company (me) authorising the driver (me) to have a new key made. That was it. He would not budge, despite the fact the appointment had been made by an MB dealer, and I was there with the car I needed a key for. What possible subterfuge did he think I was up to? I suggested that as a brand new MB customer who would be using his dealership for all my future servicing that he could help me out - perhaps by getting the key process moving, and then I could call back in with the letter he required. No. He wasn't having any of it. I had a hissy fit and stomped out. Called my supplying dealer who came and collected my car, leaving me with an E350, and then brought my car back a few days later. OK, so the car shouldn't have come to me with only one key, but it was a truly pathetic performance from my local dealer.

One problem which seemed to come to light, which I have never experienced before was the fact that as the two dealers were owned by different groups, it seemed to throw up a barrier. As a customer I don't care who the dealership is owned by, as far as I'm concerned I'm dealing with MB, and that's it. Very strange attitude and it does make me worried if I have a problem like the OP has.

I certainly feel your pain!... the dealers are all franchises...just like MacDonalds owned by groups,you don't actually deal with Mercedes anymore its the group such as LSH in Manchester / Birmingham.
I really should have stuck to my original comment to salesman...if there's no 2nd key i'm not taking the car!

 

[JohnEclass]

What surprises me with these responses from dealers etc, is the amount of additional hassle, aggravation and bad reputation that they create for themselves by inventing or interpreting "rules" to suit their argument.

Do we know that organised car crime gangs are scouring the dealership network disguised as members of the general public, armed with faked V5's utility bills, driving licenses etc. All in the vain hope that a dodgy dealer my just make them a new key - no questions asked.

No I suspect that this is not happening. They are walking the streets with LapTops or breaking into houses to steal keys.

An entire cottage industry is growing out of faux security that serves little or no purpose but causes massive stress and annoyance.

Nailed it !

 

[JohnEclass]

John i am very sorry to hear about what you've experienced. I too had a similar issue with my local dealership with my E63, resulting in it being there for over 6 months while they struggled to fix it.

I tried to go down the route of a refund ect however i did not take any sort of finance scheme out when purchasing the car so i was unable to receive a full refund. Maybe you might have more chance when it comes to this, if you have taken out a finance scheme?

The dealership that my vehicle was at didnt want to know, they fobbed me off at every chance they could get. I spoke and wrote to the dealership numerous times with no reply, Milton Keynes, Customer Services in Holland. All this and still no luck. I then threatened legal action, and only then did the general manager at the dealership start to take notice... (6 months in). I was then given the contact details to Mercedes Benz UK's Overall Director (very polite and reasonable gentleman). Only then was i given a compensation package for my local dealers c**k up.

If your dealer is now an LSH Autos franchise, i suggest talking to their customer services department (manchester i think). They were the only ones who i felt actually cared about the issue.

Regards.

Cheers.... great to hear that LSH gave a sh1t, as that's the franchise!
Sorry to hear you went thro such crap... and hope I don't follow suit!!

 

[JohnEclass]

I have to say that I would be tempted to reject the car, even if there is a cost difference in doing so.

The EML may or may not get sorted, but how many times are they going ot get you to waste your time going back and forth to the dealership - and even if it is fixed (not just cleared on STAR), you will spend months wondering if it is about to come back on again

The key issue is simply unacceptable. They must have more than enough proof of ownership as they sold you the car in the first place and would have had to identify you then - they are again hoping you will give up and go away

If they think I will give up and go away... they are deluded!!

Lastly, you mention a bodywork problem - how old is this car?! It seems like it has either had a difficult life so far, or was put back into the system after the previous owner got fed up with the problems?

Its a 15 plate, I think it was a stone chip that had been left and blistered paint, on rear pillar, all sorted now looks perfect.

There are plenty of threads about rejecting a car - but if nothing else, should get their attention.

Some bedtime reading

Good luck, will be interesting to see how this works out for you

Thanks will keep you all informed!

 

[JohnEclass]

Well I am very unlikely to buy a car from the MB main dealers,I have bought a couple of parts from the Colchester MB dealer and had no problem got the phone call when the parts came in,one thing I find strange is members get stiffed by the dealership but never mention the name,so we can all be aware of who they are,so this guy buys a £30 grand C63 and so not new,and accepts it with one key,you expect that with a cat d,or a snatch back,or sometimes buying from a lease company who seem to lose keys fairly often,or the car has avoided cat d and has been repaired,I may not have as much money as some on here,but the minute there was only one key I would have stopped buying that car,I do hope the guy gets the faults sorted I know I would hate to have £30 grand spent with no car to drive.

Err not a C63... a C300?..buying from a MB main dealer... not a back street garage, so if a Cat D would not be approved used?...only mentioned spare key missing at point of sale, with plausible excuse... delivered from Birmingham with only one key.. don't worry will get second key sent up...

Understand what you are saying totally tho, have spent 30 years building up to being able to buy cars of this quality.... well expected quality!

 

[Red C220]

Does Mercedes still offer the 30 day money back guarantee on all approved used cars? Return/reject within 30 days for any reason whatsoever, no quibble?

 

[JohnEclass]

Does Mercedes still offer the 30 day money back guarantee on all approved used cars? Return/reject within 30 days for any reason whatsoever, no quibble?

I think so... galling thing is that I really like the car!... just want the issues sorted without me having to turn into Mr Angry!

 

[Red C220]

I think so... galling thing is that I really like the car!... just want the issues sorted without me having to turn into Mr Angry!

No need to be Mr Angry, take it back and ask to return the car citing the 30 day promise, get another one.

If they offer to try and rectify everything sharpish get an agreement (in writing) they will extend the 30 day period to 60, or 90 if they are unable to solve the issue.

Be nice and polite.

 

[JohnEclass]

The key on the W205 doesn't need coding either[/QUOTE]


Can you explain further?... I thought all MB keys had to be coded to car??

 

[219]

The key on the W205 doesn't need coding either

Can you explain further?... I thought all MB keys had to be coded to car??[/QUOTE]

I think it is the other way round - the car ECU has to be coded to accept the individual key - oh , and be sure to get all missing keys deleted from the ECU so that they no longer work - who knows where the missing key is or who has it ?

I'm so pleased that my keys have no electronics and are only £22.50 from the dealer

 

[steve333]

Sorry to hear of your on going problems with your car John,my next plan of action if I we're you would be to speak to the dealership again and express your anger that the problems are still unresolved and if they aren't sorted ASAP then you will reject the car under the 30 day aproved used guarantee -I think that should get things resolved,good luck.

 

[jaymanek]

Can you explain further?... I thought all MB keys had to be coded to car??

I think it is the other way round - the car ECU has to be coded to accept the individual key - oh , and be sure to get all missing keys deleted from the ECU so that they no longer work - who knows where the missing key is or who has it ?

I'm so pleased that my keys have no electronics and are only £22.50 from the dealer [/QUOTE]

Think what he means is the keys already come coded to the car when ordering a new one. Same for most Mercedes

 

[StuartK]

Do let us know but unless that's a known issue I'd be surprised if they pick up the tab.

I read on another forum of a BMW driver who slid into a kerb but felt he little more than touched it yet it broke the front suspension. Recovery driver told him he sees it a lot.

Rejected.

Today I was presented with a quote of £2825 to replace a CV boot, four springs and four wheel bearings etc etc.

When asked why the bearings etc. Was told it was precautionary. Took the car away and told them to shove it!

 

[CaptainChaos]

Think what he means is the keys already come coded to the car when ordering a new one. Same for most Mercedes

It was explained to me that they had to plug the car in to generate a kind of access code which was sent to MB. They then sent the key back ready to go.