- Joined
- Nov 29, 2002
- Messages
- 7,696
- Location
- London\Essex
- Car
- E63s s213 2019, E55 2004 Silver-SOLD, E63 w212 Weistec AMG-SOLD, E55 2004-SOLD, C36 1997-SOLD
I thought id share my experience with my local MB dealers service department
After a B service, I knew that my service book had no more space for any more stamps, so the service department said they had ordered a new one.
A few days later the parts department called me asking for the part number off my old book as they couldn't locate one. I supplied this and one was ordered.
the following week, went in to collect a part and my service book and was told it was £10.99 + vat, so I asked why the service department are not covering the cost and the service person I was dealing with said "if the customer wants to retain the service record then he would have to buy the book". my response was that I would get him the "official " answer to that.
yesterday I emailed MB customer services just asking the question "If my service book is full, would Mercedes expect me to pay for a new one if I have just had it serviced by them?"
This morning I receive a call from the service manager stating he had made a mistake and if I come in they would refund the cost of the book.... I waited for an apology which I got after a few prompts.
All I have to say is well done customer services for following this up, they looked up the car and dealership from my name alone and gave them a verbal kick in.
It wasn't even about the cost of the book.
After a B service, I knew that my service book had no more space for any more stamps, so the service department said they had ordered a new one.
A few days later the parts department called me asking for the part number off my old book as they couldn't locate one. I supplied this and one was ordered.
the following week, went in to collect a part and my service book and was told it was £10.99 + vat, so I asked why the service department are not covering the cost and the service person I was dealing with said "if the customer wants to retain the service record then he would have to buy the book". my response was that I would get him the "official " answer to that.
yesterday I emailed MB customer services just asking the question "If my service book is full, would Mercedes expect me to pay for a new one if I have just had it serviced by them?"
This morning I receive a call from the service manager stating he had made a mistake and if I come in they would refund the cost of the book.... I waited for an apology which I got after a few prompts.
All I have to say is well done customer services for following this up, they looked up the car and dealership from my name alone and gave them a verbal kick in.
It wasn't even about the cost of the book.
