Daimler Chrysler customer service

[geoffd]

Hi

Does anyone have any experience with contacting Daimler Chrysler customer service ? What was the result ? Good, bad or indifferent ?

Reason I ask is that a couple of days ago I tried using the MB UK website used car search - just to see how dealer prices are holding up (or not as the case may be). The search wouldn't work with my Mac computer, but would with a PC, so I e mailed DC customer service with a polite request to get the search page working again - it has fallen over before with Mac access, presumably when they've done an upgrade and forgotten to set the "OK with Mac flag" or whatever.

This was the response I got today, which they appear not to have read :

Dear Mr D

Mercedes-Benz Model: Mercedes-Benz SLK
Chassis No: WDB170xxxxxxxxx
Registration: XX03XXX

Thank you for your recent e-mail, which was received at this office on 14th June 2006.

We are extremely sorry that your experience of Mercedes-Benz has not met your expectations. In view of your concerns, we have contacted your retailer and asked them to investigate and advise you and us of how they intend to address them. This investigation can take up to five working days, and we would therefore ask for your patience in this time.

Please be assured that your comments have been noted here and that we will monitor your retailer’s handling of the case from this office. We will write to you again when we are satisfied that they have addressed the issues you have raised with us appropriately.

Yours sincerely

Jon kelly
Customer Service
DaimlerChrysler Customer Assistance Center N.V.

Is this their standard "s*d off and stop bothering us" response, and do they always backheel things to the Stealer ? If so, what is their purpose in life ?

And should I just be thankful that I don't have a serious problem ?

Geoff

 

[Flash]

LOL - They are trying to as usual thob you off/brush the matter under the carpet...

From expereince DC tend to take the side/word of the Stealership and give them the benefit of the doubt unless you have some "hard" evedience/proof to support your complaint!!! If your complaint is made in relation to a franchised Stealership then DC have even less influence in the outcome!!!.

DC did not even write to myself or even send any standard default letter to myself untill I requested them to put everything in writting as they were "moving the goal posts" and they did not want to shoot themselves in the foot!!!

 

[stats007]

If you emailed from their website then they get your local dealer to telephone you. In three instances this has worked fine for me.

 

[glojo]

I have always had replies with follow-ups. If DCUK feel the dealer should be involved then in my experience they have done just that.

John

 

[stargazerplus]

They did call me back when they said. They were'nt particular interested in my harmonic balancer problem though.

 

[grober]

Bureaucratic Nightmare

Whats your complaint/query got to do with your dealer??? You were commenting on their website used car car search engine not working with a MAC. They sent you the nearest "off the shelf" reply which has nothing to do with your enquiry. Just re-enforces my perception that Daimler Chrysler has become a vastly inefficient, hughly bureaucratic monolith in which the concept of true "customer service " has disappeared under an immense weight of internal regulation. The person replying to your query was probably not permitted to use any initiative to reply to you in their own words for fear of admitting error or liability so you got a "stock" reply which the company lawyers had vetted as being "non litigatious". The fact that it does not answer your complaint just demonstrates the mindset that dominates the company at present. Whats more alarming is that they would probably argue that in your case the system has worked perfectly well. They didnt actually answer your enquiry, but HEY lets not get bogged down over trivial details, you got a reply didnt you?

 

[glojo]

They sent you the nearest "off the shelf" reply which has nothing to do with your enquiry.

Good morning Graeme,
You have raised some very good points, but in fairness a while ago I wrote to DCUK complaining about the lack of TMC on the 211. They wrote back about the NavAtlas system needing an upgrade. The thing that impressed me was when I wrote a second letter explaining how they had got their wires crossed they had the good manners to apologise and give me a more constructive reply.

Then I wrote expressing my concern about alleged suspension failure on certain models. This time the first reply was accurate, informative and perhaps helpful.

I totally agree about your remarks concerning the presentation of the site, and if memory serves me correctly Mercedes-Benz UK were actually asking for comments about the new layout. I suggested it would be nice to actually build your car when looking at the different specifications, just like other manufacturers sites. (This got me a pen)

I suppose most forums are places where folks tend to moan about a product and this one is no exception? At least we have a member who is brave enough to put their head above the parapet and give us very informative, constructive information.

Have a nice day,
John

 

[grober]

Good morning Graeme,----------------------
I totally agree about your remarks concerning the presentation of the site and if memory serves me correctly Mercedes-Benz UK were actually asking for comments about the new layout. I suggested it would be nice to actually build your car when looking at the different specifications, just like other manufacturers sites. (This got me a pen)

I suppose most forums are places where folks tend to moan about a product and this one is no exception? At least we have a member who is brave enough to put their head above the parapet and give us very informative, constructive information.

Have a nice day,
John

Hi John,
I admire your loyalty to Daimler Chrysler but I'm afraid you lost me on the points I have high-lighted in bold? In case anyone is in doubt I wasnt having a go at the original poster of this topic (geoffd) tho it may have come out that way.
G

 

[glojo]

Hi John,
I admire your loyalty to Daimler Chrysler but I'm afraid you lost me on the points I have high-lighted in bold? In case anyone is in doubt I wasnt having a go at the original poster of this topic (geoffd) tho it may have come out that way.
G

Hi Graeme,
I am only loyal because of the way I have been treated. It is not just me either. There has been any number of members that have purchased vrehicles from the same location and most only have good words to say about the service?

I was agreeing with your remarks when you highlighted the fact that the complaint should be pointed towards the manufacturer and not the dealership???

Whats your complaint/query got to do with your dealer??? You were commenting on their website used car car search engine not working with a MAC

John

 

[grober]

Fair enough John. Must have misunderstood.

 

[GSBellew]

Back on topic.................

Works on my Mac (running Firefox) on Mac OSX, so either its your browser or they have actually acted on your complaint