Factory Build Cockup

[television]

As long as you are satisfied with the outcome then we can live for another day

 

[glojo]

I wonder what the dealer has missed on my SClass ?

Portzy has made a very constructive suggestion as in my experience the sales person 'scribbles' down your order, then passes this 'upstairs' to be corrected, confirmed and then submitted. It would be nice if this completed form was shown to the customer, discussed in detail and a copy retained by all parties. I suppose this might even be done by some dealerships, but it is certainly not done by all, plus sales staff find it difficult to keep abreast of each model's different specifications, and the options that are allowed. This last comment is not a criticism and in today's modern technological age it must be easy to 'build' our cars on a computer with the sales person, then print off a hard copy of the order, similar to Mercedes-Benz UK sales page but more refined with 3D pictures of the different views with the different options including all the Designo range? As we opt for an option the 3D display shows it on the large screen for the prospective owner to study and decide.

John

Edit
Just read Incom's post and it confirms what I am prattling on about.

 

[Rory]

Portzy has made a very constructive suggestion as in my experience the sales person 'scribbles' down your order, then passes this 'upstairs' to be corrected, confirmed and then submitted. It would be nice if this completed form was shown to the customer, discussed in detail and a copy retained by all parties.

In Incom's case, even that wouldn't help - the dealer said someone logged in and changed the details after the order had been entered.

I have to say that I'm sceptical about that though - why on earth would someone do such a thing? I wonder if they've been told by MB UK to take the blame and not make MB look bad.

 

[portzy]

Looks like an amicable outcome is on the cards. Methinks, just as I did, that you would never be happy taking anything other than what was your original spec.

Portzy.

 

[Incom]

Indeed, accepting anything other than the spec I had ordered was not going to happen - they didn't even suggest it either.

why on earth would someone do such a thing?

To be fair to them, the manager did say the same thing, and was waiting to talk to the individual involved to find out exactly what they thought they were doing. You could be right about them just taking the blame, but I did feel he was being genuine and honest about it.

 

[glojo]

I have to say that I'm sceptical about that though - why on earth would someone do such a thing? I wonder if they've been told by MB UK to take the blame and not make MB look bad.

I don't think we will know the true circumstances but hopefully Incom is happy?

REgards
John

 

[Rory]

I don't think we will know the true circumstances but hopefully Incom is happy?

Blaming the dippy girl in the back office (who isn't around to explain herself) is a real cowards way out - but often used in business.

I think DC-Insider is more likely to be correct and I'm (obviously) guessing that MB don't want it to be known that the factory messed up.

 

[crockers]

If DC-insider is right then some poor sap will buy it thinking its UK spec and get hammered come trade in time.......wonder if he will have any redress at that stage...

 

[C43AMG]

If the dealer that i dealt with is anything to go by no wonder there are c**k ups.

When i sent in what specification i wanted it took me four attempts before they got it right. I had them send me a copy of the vehicle quotation to make sure they had not made any mistakes, the kept getting the codes wrong or the prices wrong etc.

I still don't know if they sent it off to MB correctly, we will see.

 

[st13phil]

This last comment is not a criticism and in today's modern technological age it must be easy to 'build' our cars on a computer with the sales person, then print off a hard copy of the order, similar to Mercedes-Benz UK sales page but more refined with 3D pictures of the different views with the different options including all the Designo range? As we opt for an option the 3D display shows it on the large screen for the prospective owner to study and decide.

That's pretty much what what happens when you go into a MINI dealer and order a new car. Much better use of technology than MB dealers, imo.

 

[crockers]

That's pretty much what what happens when you go into a MINI dealer and order a new car. Much better use of technology than MB dealers, imo.

See what happens when you buy a British car......not like these German companies (tongue in cheek)

 

[glojo]

That's pretty much what what happens when you go into a MINI dealer and order a new car. Much better use of technology than MB dealers, imo.

It is surely not rocket science but you can see from C43's post that I am not alone on this. I am not commenting on the situation or how it arose; DC_Insider has given a factual report and it is a possibility but I somehow doubt a dealer will blame themselves if they can blame a nameless person in a different country.

Was the build slot given to a more influential customer?
Was the car sold to someone else?
Was the order submitted?
Was the order filled out correctly?

To offer a car that does not match the order is plain wrong and a huge disappointment to the prospective owner. It is wrong, it is unacceptable and it's embarrassing for the innocent dealer. If there is a shortage, then deal with it and don't try to fob customers off with something they did not order. Free up specification might pacify folks but far better not to make the error.

John

 

[Diesel Benz]

Didn't read the thread carefully, may be repeating comments but when I order a car from my dealer, I get later a printout from the factory database and can check myself that everything is OK. Of course my dealer would do it but for V221 with a good deal of options he himself wants to have a second opinion.

I do not see any room to blame the factory even if the customer did not check the data personally. Errors may occur when the order is coded in but there should be plenty of time to fix errors if the dealer just spends the time and pulls the data from their system. For just about all accessories this can be done pretty late. The chassis and the engine are something that should go right first time.

In this case either the dealer has made a mistake or has intentionally swapped orders. Just my opinion of course.

 

[Mr_Mojo]

Sport production has resumed at the factory (in fact something like 75% of all production in November will be Sport models) but some options are still in short supply. Speak to your dealer to find out exactly what can be ordered on cars being built in November and December (they will have received a product bulletin this week telling them what is available) to see if they can provide your exact car. Ask the dealer to inform MBUK that the car that was supplied to the dealer has not been built to UK spec.

Any idea what is not available?

I ordered the 18" AMG wheel option for my W204 and have been advised by the dealer I won't be getting them due to no cars built in November will have them fitted due to supply problems.

 

[Incom]

Arrgh it gets worse! The 'reordered' car cannot be ordered with Multi-Contour seats. It seems MB has had a problem with them (not sure if it is supply or technical) so Multi-Contoured seats cannot be ordered for the foreseeable future. Presumably if they hadn't screwed up the initial order, I would have been able to have them.

 

[DC_insider]

Any idea what is not available?

I ordered the 18" AMG wheel option for my W204 and have been advised by the dealer I won't be getting them due to no cars built in November will have them fitted due to supply problems.

18" AMG alloys are still not available for December production.

 

[DC_insider]

Arrgh it gets worse! The 'reordered' car cannot be ordered with Multi-Contour seats. It seems MB has had a problem with them (not sure if it is supply or technical) so Multi-Contoured seats cannot be ordered for the foreseeable future. Presumably if they hadn't screwed up the initial order, I would have been able to have them.

I don't think so. Multi contour seats have been unavailable for quite a while. Might now be available for December production.

 

[Incom]

Mr car is scheduled for the second production batch (which I'm told means mid month) in December. The dealer asked MB if they delay until a January build would Multi-Contour be available - still not apparently.

Are Multi-Contour seats worth holding out months for? I ordered them originally because I thought the standard seat maybe wasn't just as comfortable as it could be. It could be that I hadn't just got it set correctly for me though.

 

[glojo]

If you want these seats and the dealer is offering you a courtesy car then wait. If you think it's not worth the wait, then a year or so down the line it will be....... "If only I had waited!"

There might not be much difference, but it is what you want, in YOUR car.

Your choice though and your money.

Good luck
John

 

[st13phil]

Mr car is scheduled for the second production batch (which I'm told means mid month) in December. The dealer asked MB if they delay until a January build would Multi-Contour be available - still not apparently.

I feel for you with this. I picked Parameter Steering as an option on my W204 Elegance and instead of being able to take an allocated build slot which would have had the car delivered by the last week of October, component shortages pushed it back to a December build. Coupled with my electing for Factory Collection and the Factory Shutdown in December, I won't be getting the car until mid-January

I went through the same thought process as you're going through with the seats once the delay bacame clear: Do I really need the option? Should I just scrub it and get the car more quickly? I very rapidly came to the conclusion that I should wait and get what I really want rather than compromise for the sake of a few weeks. My situation is simplified somewhat by my employer letting me continue to use my company car for as long as I need, but if the dealer has offered you the use of a loan car in the interim then that probably overcomes any transport problems for you. Taking them up on that option will ensure that they keep their eye on the ball and get your car delivered as soon as possible too. Added cost to them as the weeks tick by will concentrate their minds

There is some good that will come of it though in that a Jan 2008 car will be worth a little more than a December 2007 car when you trade it in some time in the future. Keep the faith!