Andy Stanton
Active Member
- Joined
- Apr 23, 2003
- Messages
- 155
Thought I’d share with you my first (and second) experience of Mobilolife as I know it was a hot topic a while ago.
Driving to work on 21st December my car lost most of its power. Couldn't accelerate beyond 2500rpm in any gear and what was there was pitiful. Little transmission light on the dashboard came on too.
I called the Mobilolife where my personal details were already available to them based on my registration plate and I highlighted the problem to them. They confirmed a service engineer would be dispatched shortly and I should expect a call to confirm when. I had a text about 15 minutes later confirming an ETA of 11.06am (an hour after my initial call). 11.05am I get a call from the guy who was waiting outside the company’s car park for me.
The engineer plugged in the diagnostics tablet and had a good rummage round. Eventually surmising the turbo, exhaust or interconnecting plumbing had gone. The plumbing looked OK so he referred me to the dealer to resolve. I was presented with options on what could happen next and I agreed that I would be willing to limp the car to my preferred dealer (Hughes of Beaconsfield btw) as it was fairly close and near to the school where I had to collect my daughter later that day (I could walk down to meet her if need be). A hire car would be made available for me at the dealer and I could swap keys on arrival, or shortly afterwards. I was more than happy with that solution.
Got to the dealers and the guy (won't mention names in case of any legal issues on this site) on MobiloLife duty was expecting me as the details had already been faxed through. He took me through what they thought the problem was, how long they thought it might take to fix and that the hire car would be arriving shortly as it was on route but stuck in the xmas traffic in town. It was made clear that they would contact me when the car was repaired and that I should enjoy the hire car until mine was available. A mutual collection date would be made once repaired and I shouldn't change any of my personal plans in the interim as a result. They would work around me.
The hire car arrived about 20 mins later and it was a brand new E-Class! Only 69 miles on the clock. I had numerous calls from Mobilo Life and the Hire company in the 4 hour period from reporting the fault to getting home later that day, all seeking reassurance that everything was in order and acceptable to me. Almost apologetic my car had broken down.
On Friday 28th it was finally repaired and in the process of being washed in preparation of my collection later that day if I was available. I had a new turbo and preliminary catalytic converter (the latter due to consequential damage from the turbo). I picked the car up, handing over my hire car keys, and went on my way. All done with a smile and complete politeness and professionalism from MB. Just what I'd come to expect and experience over the last few years.
Sadly, I had exactly the same fault on Monday 31st and called Mobilolife again. Spookily I had the same engineer who went through an examination again and arranged for me to drop the car off at the dealers and have a hire car delivered. All very smooth again. In case you were wondering, I was fairly close to dealers each time so there was little risk of me not making it or causing problems on route. It was my choice to do this on both occasions due to personal plans.
I dropped the car off at the dealer and awaited delivery of the new hire car. This time..... a new shape S Class!!! Blimey, talk about being spoilt! This must be costing MB a fortune, but I'm not complaining.
Had a call today from the dealer to confirm their thoughts on the problem and to apologise for this repeated incident. I'll be contacted once the problem’s sorted...
To summarise my experience to date - Stunning service from every touch point. At the risk of sounding like a salesman, it really is a great feature of MB and makes ownership a pleasure. The entire team couldn’t have been more helpful and reassuring. I can't wait to break down again!
And finally, the important bit for most of us - the cost of this little adventure. Zero. Mobilolife is FOC, obviously, but l was smart enough (lucky / brave / gullible *Delete as applicable!) to take the risk of buying MBs Service Plus cover for three years when I bought my company car. It's £86 a month which has already covered an MOT, D Service and a few odds and ends, more than paying for itself in the 6 months it’s been running. I suspect the work to date (new turbo, new preliminary catalytic converter, Labour, top quality hire cars and now possibly a main catalytic converter (they think) more labour etc etc) would have cost a few thousand I'd have thought. If you're still pondering the value of Service Plus, do you need a bigger example of a no-brainer? It certainly works for me.
Well done MB.
Driving to work on 21st December my car lost most of its power. Couldn't accelerate beyond 2500rpm in any gear and what was there was pitiful. Little transmission light on the dashboard came on too.
I called the Mobilolife where my personal details were already available to them based on my registration plate and I highlighted the problem to them. They confirmed a service engineer would be dispatched shortly and I should expect a call to confirm when. I had a text about 15 minutes later confirming an ETA of 11.06am (an hour after my initial call). 11.05am I get a call from the guy who was waiting outside the company’s car park for me.
The engineer plugged in the diagnostics tablet and had a good rummage round. Eventually surmising the turbo, exhaust or interconnecting plumbing had gone. The plumbing looked OK so he referred me to the dealer to resolve. I was presented with options on what could happen next and I agreed that I would be willing to limp the car to my preferred dealer (Hughes of Beaconsfield btw) as it was fairly close and near to the school where I had to collect my daughter later that day (I could walk down to meet her if need be). A hire car would be made available for me at the dealer and I could swap keys on arrival, or shortly afterwards. I was more than happy with that solution.
Got to the dealers and the guy (won't mention names in case of any legal issues on this site) on MobiloLife duty was expecting me as the details had already been faxed through. He took me through what they thought the problem was, how long they thought it might take to fix and that the hire car would be arriving shortly as it was on route but stuck in the xmas traffic in town. It was made clear that they would contact me when the car was repaired and that I should enjoy the hire car until mine was available. A mutual collection date would be made once repaired and I shouldn't change any of my personal plans in the interim as a result. They would work around me.
The hire car arrived about 20 mins later and it was a brand new E-Class! Only 69 miles on the clock. I had numerous calls from Mobilo Life and the Hire company in the 4 hour period from reporting the fault to getting home later that day, all seeking reassurance that everything was in order and acceptable to me. Almost apologetic my car had broken down.
On Friday 28th it was finally repaired and in the process of being washed in preparation of my collection later that day if I was available. I had a new turbo and preliminary catalytic converter (the latter due to consequential damage from the turbo). I picked the car up, handing over my hire car keys, and went on my way. All done with a smile and complete politeness and professionalism from MB. Just what I'd come to expect and experience over the last few years.
Sadly, I had exactly the same fault on Monday 31st and called Mobilolife again. Spookily I had the same engineer who went through an examination again and arranged for me to drop the car off at the dealers and have a hire car delivered. All very smooth again. In case you were wondering, I was fairly close to dealers each time so there was little risk of me not making it or causing problems on route. It was my choice to do this on both occasions due to personal plans.
I dropped the car off at the dealer and awaited delivery of the new hire car. This time..... a new shape S Class!!! Blimey, talk about being spoilt! This must be costing MB a fortune, but I'm not complaining.
Had a call today from the dealer to confirm their thoughts on the problem and to apologise for this repeated incident. I'll be contacted once the problem’s sorted...
To summarise my experience to date - Stunning service from every touch point. At the risk of sounding like a salesman, it really is a great feature of MB and makes ownership a pleasure. The entire team couldn’t have been more helpful and reassuring. I can't wait to break down again!
And finally, the important bit for most of us - the cost of this little adventure. Zero. Mobilolife is FOC, obviously, but l was smart enough (lucky / brave / gullible *Delete as applicable!) to take the risk of buying MBs Service Plus cover for three years when I bought my company car. It's £86 a month which has already covered an MOT, D Service and a few odds and ends, more than paying for itself in the 6 months it’s been running. I suspect the work to date (new turbo, new preliminary catalytic converter, Labour, top quality hire cars and now possibly a main catalytic converter (they think) more labour etc etc) would have cost a few thousand I'd have thought. If you're still pondering the value of Service Plus, do you need a bigger example of a no-brainer? It certainly works for me.
Well done MB.
