Dealer service - is this the norm?

[rw.perkins]

Well, soon a year on from delivery of my first Mercedes, and it is service on April 1st. I am in Norwich, but purchased from Lincolnshire, just felt the sales was treating me personally. So, to return complement I am returning to Lincolnshire for the service. I have a courtesy car - no charge. Asked about insurance - arranged by Mercedes. Asked about excess - covered by Mercedes. Just bring yourself, your car, and your licence.
Expected a smaller courtesy car, but am told there is a CLA, several C class, an ML even. Do you want auto I am asked. If you have it, that would be good.
So, it all seems very nice.
As I say, this is first Mercedes, and first experience of after sales service. I have no warranty issues, bar a slight creaking from around the navigation screen. I do have a service plan, does that make a difference?
Are all Mercedes dealers like this? Is there a catch to the insurance? And, lastly, anything you think I should have checked? I have asked for software checks.
Appreciate your thoughts.

Roger.

 

[c_200k]

There are some Mercedes dealers that treat you how you should be treated.

I travel 100 mile round trip to use a Mercedes Eastern in Edinburgh because the service and the way they treat me is miles better than Glasgow.

The software checks etc they will/should do when it's in for the service anyway

Service plans are ok, you save about £30-£40 instead of paying for them as you go, it's up to you though.

 

[finisterre]

Doesn't sound atypical to me. I have had great service from Leeds terrible from Sheffield and v.v. I sometimes wonder if it is generally good until they run out of nice things to do and then you are on your own.

 

[rw.perkins]

Only a couple of replies - thanks for those.
Doesn't seem to have struck a chord with many, so presumably the perceived good level of service is not unexpected, despite the may comments on the forum to the contrary.
I'll see how it goes in April.

 

[The Polisher]

This is the level of service I get from my dealer. I use Mercedes of Stratford Up Avon. Wonderful service.

Its what I expect from a Mercedes Dealer.

However, when I take my wife's Focus to the Ford Dealer......... urgh. Awful.

 

[Rory]

I've never been offered a choice of courtesy car - indeed one time I asked in advance if I could try an E Class while mine was in and they said "sure". Then on the day I was shown to an A Class and they shrugged when asked about the E.

OTOH, unprompted, I was given a brand new E350CDi on another visit.

The dealer insurance typically has £1000 excess, and you generally get asked to pay £10-£15 to waive that. Whether it's fully covered as part of the ServiceCare deal, I don't know. My own insurance covers me in courtesy cars automatically anyway so it's never been a concern to me.

 

[Guy.Pap]

this is the level of service i get from my dealer. I use mercedes of stratford up avon. Wonderful service.

+1

 

[55NF]

Always had excellent service from local Lincolnshire MB dealers, same can't be said for others I've used

 

[smurgewurfler]

It's all down to the people - spares from MB Leicester used to be brilliant but since one of their sales counter guys went, it isn't so good with poor attention to detail, parts not arriving when promised as they weren't ordered etc etc. And they used to knock my discount off without me having to ask each time...

 

[Deleted member 65149]

It's OK at Peterborough MB but nothing special. I've only had one courtesy car - a B180 CDi that my fellow petrol-head friend nearly split his sides laughing at. I certainly wasn't offered a choice. No mention of insurance, just to bring the car back with roughly the same amount of fuel. I usually get a lift home (occasionally walk as it's only a little over a mile) and collected when the car is ready. Always offered a coffee (in a real cup!) whilst waiting at reception.

I was a bit disappointed yesterday though. I phoned to book my car in for its third service and first MoT due at the end of this month. The best price I could get on the MoT was £40, despite having spent well over £40k with them on the car and had all the services done by them. But there's no way I'm going to bother going out of my way to go elsewhere for something cheaper.

Roger, you mentioned software checks. Assuming you have COMAND, make sure you get them to update the navigation. It takes a few hours plugged into a computer so many dealers don't like doing it unless specifically requested because it ties up a service bay.

 

[55NF]

It's OK at Peterborough MB but nothing special. I've only had one courtesy car - a B180 CDi that my fellow petrol-head friend nearly split his sides laughing at. I certainly wasn't offered a choice. No mention of insurance, just to bring the car back with roughly the same amount of fuel. I usually get a lift home (occasionally walk as it's only a little over a mile) and collected when the car is ready. Always offered a coffee (in a real cup!) whilst waiting at reception. I was a bit disappointed yesterday though. I phoned to book my car in for its third service and first MoT due at the end of this month. The best price I could get on the MoT was £40, despite having spent well over £40k with them on the car and had all the services done by them. But there's no way I'm going to bother going out of my way to go elsewhere for something cheaper. Roger, you mentioned software checks. Assuming you have COMAND, make sure you get them to update the navigation. It takes a few hours plugged into a computer so many dealers don't like doing it unless specifically requested because it ties up a service bay.

Exactly, the software & Comand is the issue I had when purchasing my E. Neither were done. I drove a 200 mile round trip so they could do it, when I got home it STILL wasn't done. They then sent someone to collect my car and left me a courtesy car..... So always check the software update & Comand is updated within the three year map update period. Dealers never seem to do it!

 

[Liquid silver]

According to "Mercedes Me" pricing structure courtesy cars are no longer free. If you wait for your car to be serviced you will pay £40.00 less than the service price, if you leave the premises and don't use their cafe it's £60.00 less. Which means you are paying £20.00 for the coffe and biccies and £60.00 for the "free" courtesy car.
However, talk nicely to the sevice manager and he will discount accodingly. Even Mercedes are keen to keep your custom.