Dealer experience

[davidjpowell]

My wife experienced something similar at Glasgow.

I suspect that the dealer doesn't want to introduce the part-ex valuation until they have control of the front end pricing.

However from my wife's perspective it means she doesn't know how much she has to spend - so can't begin to sort out what she can commit to.

So catch 22.

I think it depends purely on the system. Someone I know used to run a couple of dealers as princple. They used to use a standard system (I forget what it was called).

First aim was to get you into a car and to drive it. You then felt that you owed the dealer something.

In negotiations the salesman never ever negotiated for you. He was your friend. He would go bat for you with the sales manager (you would never see the conversation though, funny that!). Often the sale would nearly cost him his job.

Not sure how many MB dealerships use the system, certainly Harrogate did not seem to when I bought the W203, but if you go into a main stream dealership you are very likely to come across it.

 

[raymont]

Stupid attitude from the dealer.

Anyway, it's quite easy to 'arm' yourself for the negotiation.

You need to know how much your car is worth as a part exchange. Go to the Glass's Guide site, pay a couple of quid and find out. dealer might try to mislead anyway.

You need to know the list price of the car you are interested in. Dealer will have a price list, assuming it's new, or it will be plastered all over the winscreen if used.

If it's used use the MB used car locator to discover asking price for similar cars.

If it's a new car use sites such as 'drivethedeal' or 'autoebid' to establish a price after discount.

Now you are fully equiped to negotiate the ' price to change' which is all that matters.

Big discount and low px or high px and small discount it's the amount you end up paying that matters.

 

[renault12ts]

My first Mercedes in 1999 cost £29,500 used. Somehow I was always made to feel second class because I'd bought second hand even though it was nearly £30k.

 

[JamieC]

So far so good with Chester MB, the local BMW dealer there was very good for wife's car as well, same with Jaguar and the new Porsche dealer at Cheshire Oaks when I looking a couple of months ago. Not had to do much with MB so far didn't buy the car from them, any local recommendations ?

By far the best service I've seen was at Lexus, one of my friends kerbed an alloy really badly when the car was about 2 weeks old, took it in to see about getting a replacement and they gave him it free, refitted the tyre and balanced it all while we waited and had very very nice coffee. If the cars were a bit more interesting I'd have bought one of those, my friend's never buying any other make of car...

 

[Dryce]

Not sure how many MB dealerships use the system, certainly Harrogate did not seem to when I bought the W203, but if you go into a main stream dealership you are very likely to come across it.

I've seen various stupid games over the years.

The problem now seems to be that they are getting more dogmatic. So if they can't get the customer to play along to their tune then there's an impass.

The stupid part about MB doing this in the Glasgow area is that the other local MB dealerships are under the same company. So if somebody's going to shop around locally for a new or approved used MB then the dealership chain still wins.

However if they alienate the customer then they screw themselves over.

My feeling is that while customers are generally fickle - in current times if you know that you sold two cars to the customer already - that they like the brand - and they *approached you* then you engage with them to make the sale happen - even if it takes a month or two to resolve.

You don't shut them out.

 

[GlynC]

Always find them arrogant and self important, don't deserve the business.
Best dealer I had was MB Portsmouth where I actually bought the car over the phone from photographs.

But then I found Lexus dealer worse as I had two GS's and gave up on them!

Found the Jag dealers very approachable and willing to work with you when I was after the XK, even though at the time they couldn't get them with the demand for them.

Best of luck..... E Class Coupe' looks lurvly!
I'm waiting for them to AMG one

 

[Bobby Dazzler]

The stupid part about MB doing this in the Glasgow area is that the other local MB dealerships are under the same company. So if somebody's going to shop around locally for a new or approved used MB then the dealership chain still wins.

It's win-win-win - the chain moves metal and receives cash, the keener salesperson makes the sale towards their targets, and the buyer gets a better deal.

I've had experience of a dealer undercutting a dealer within the same group by a significant margin, so I always phone around within a group and outside the group to get a price before purchasing.

 

[Dryce]

It's win-win-win - the chain moves metal and receives cash, the keener salesperson makes the sale towards their targets, and the buyer gets a better deal.

I've had experience of a dealer undercutting a dealer within the same group by a significant margin, so I always phone around within a group and outside the group to get a price before purchasing.

How on earth can it be a win-win let alone a win-win-win WHEN NO SALE results?

The dealer refuses to value the part-ex until the customer commits. Customer won't commit until value is established. Now locally the only place they can go is another dealer that belongs to same company. So if the dealer is worried about them trying to shop around - the business still goes with the dealership company.

But. And it's a hugely significant but. If the customer walks out of the dealership annoyed and goes to another make of car then the whole dealership chain loses. And they lose the servicing too.

It simply doesn't make sense to annoy and therefore lose an *existing customer*.

If the dialogue stops and the customer is out of the door then it's already got one 'lose' towards the lose-lose outcome.

 

[Rory]

Not had to do much with MB so far didn't buy the car from them, any local recommendations ?

Didn't buy my car there either - they didn't seem interested.

I have servicing done there as the car is on ServicePlus. I suspect that might be part of the problem - they reel off lists of work and then visibly slump when they ask me how I'll be paying and I say "ServicePlus". Then it turns out that none of the work actually needed doing at all. Hmmm.

It's become a personal joke now that I ask for particular courtesy cars to try but when I go in they give me an A Class and shrug when I ask about the pre-arranged car. Slightly different for my next visit arranged for next week though - I asked if I could try an E Class while my car is in and they said "no".

 

[Bobby Dazzler]

How on earth can it be a win-win let alone a win-win-win WHEN NO SALE results?

The dealer refuses to value the part-ex until the customer commits. Customer won't commit until value is established. Now locally the only place they can go is another dealer that belongs to same company. So if the dealer is worried about them trying to shop around - the business still goes with the dealership company.

But. And it's a hugely significant but. If the customer walks out of the dealership annoyed and goes to another make of car then the whole dealership chain loses. And they lose the servicing too.

It simply doesn't make sense to annoy and therefore lose an *existing customer*.

If the dialogue stops and the customer is out of the door then it's already got one 'lose' towards the lose-lose outcome.

I meant specifically the text I quoted, regarding shopping around between the same dealers.

 

[NewMB]

I also had a pretty bad experience from a certain "Business Manager" when I asked for lease rates for an ML.

I went to the local dealer (can't fault their service!) and wanted lease rates for both an ML320Cdi and an A170/A180Cdi for the wife. As these were company cars, I needed to speak with the business manager. I received a call the following day and my rates in writing, which I accepted. Pls note that both cars were to be built to order as I do not want a car that's been sitting in a yard for 6 months.

When I said I would like to place an order for two cars, based on the quotes, I was told that the rates were indicative only and they could only confirm the rates once I took delivery and that the rates were only for basic spec cars, in stock.

I then told him that specifically told him that I wanted "my" spec and cars that were to be built (I also wanted the factory collection on both cars).

He came back with new prices that suddenly were over £300 more a month on the ML and about £100 a month more on the A class.

I told what I thought about this.

My normal sales guy rang a few days later..... I told him that I will not accept that kind of service and had taken my order elsewhere (for a Volvo XC60 and an S40).

MB HQ later rang asking what was going on..... in fact, they have rang about 3 times this year!

So, some sales people are really good, but some still have their own head up their a*se.

 

[corned]

I am merely guessing that you are near Coventry, however there are plenty of other dealerships which are not a long drive away. Try elsewhere - I very much doubt you would get the same response from all of them.

Then, if you are serious, make the purchase and at that stage drive it straight to the DP at Coventry MB and regale him with your story of how salesman X helped you into your purchase, and how whichever dealership's sales figures look lovely now your purchase has been added to their totals.

As the sale won't have added to his dealership's figures, he's sure to be well chuffed!

 

[Bishy]

When Id sold my BMW Z4 M coupe and Id decided on an AMG I called my local dealer told him what I had just sold (which would tell him that I had the money!) and that I would be interested in a CLS 55 or an E55 AMG....said that the cash was sat in my account waiting...

Nothing NOT one call, bought elsewhere and have since taken my E55 in for repairs and the standard of work has been Generaly poor IMO

They dont seam to care, merc's sell and the workshops at my dealer are always full and very busy...maybe one day they'll get a wake up call but not while life is soooo very easy for them

 

[wxmclk]

That's the first time I've ever heard MB Chester described in a positive light.

Me too! am I dreaming?