Happy New Year To All..... except nearby MB Franchises

[solarmer1]

A Happy and Prosperous New Year to All.....with a couple of exceptions.

My rant!

I have been attempting to obtain prices from my two nearest MB Franchises for two items.

1st is for a replacement bonnet for a 2010 E320CDI. 2nd is for a replacement key for an E210 of 2001. I emailed both my nearest dealerships and received the normal "we are dealing with your request and will contact you" . The 2001 is known to my nearest dealership as they serviced it for 6 years.

No further response at all. No email, no phone call, nothing. it has happened on a number of occasions previously however, being an optimist, I thought I would give it another try!

Moving on. I'm now in contact with a key replacement provider in the Midlands who will actually carry out the work at my home. As for the bonnet, I have ordered a replacement aluminium bonnet from Europarts. I have seen the part in the flesh and am very satisfied with the quality.

This is far from my first experience of the inefficiency or "couldn't be bothered" attitude from a MB Franchise. where the heck does this mindset of theirs originate? A simple "no, we don't provide that service" would do.

I purchased my 2010 W212 from Mercedes Benz Direct and would purchase again via that route. As for Franchises, what can I say? I have owned 5 E Class since 2000 (the first purchased new). That makes 15 years experience of their arrogant, we can't be bothered calling you, don't bother us, ignorant attitude.

I also own a Jaguar XF. The difference in attitude between the the MB Franchises and my local Jaguar Franchise is remarkable. Why the difference?

 

[jonnyboy]

So you've emailed sveral times over a period of time and got no response. Yet tried again.

Why did you not just ring the parts dept at the dealer? That's what I have been doing for 25 years or so....never not had a resolution.....

 

[Deleted member 6183]

There's a saying in business:

If you keep doing what you have always done then you will keep getting what you always got.

 

[renault12ts]

Should have posted on here...the keys are £240.

 

[tec]

I emailed both my nearest dealerships

That's your problem.

It's always best to phone up as most people don't read all their emails, just a select few each day.

 

[ash59fifty-uk]

Was at VW today to collect my work van after a mirror repair and I glanced down at the salesmans table to see a printed list of service plan benefits, nearly fell off the chair reading it! Difference between MB and other brands is mind boggling

Mercedes certainly is the worst dealer I've dealt with when it comes to customer experience. However, following up with a call will always help

 

[Deleted member 113659]

Was at VW today to collect my work van after a mirror repair

You didn't say you'd had an incident Ash.

Is that the one you blamed me for a few weeks ago.

Hehe. Glad you got it sorted mate.

 

[geraldrobins]

Was at VW today to collect my work van after a mirror repair and I glanced down at the salesmans table to see a printed list of service plan benefits, nearly fell off the chair reading it! Difference between MB and other brands is mind boggling

Mercedes certainly is the worst dealer I've dealt with when it comes to customer experience. However, following up with a call will always help

I've found MB and VW customer service very good, but agreed VW are far less expensive. Must be the cost of muffins, tea and coffee etc and now the cost of waitress service, which my local dealer has.

 

[190]

I've had the same problem e-mailing dealerships and only even tried e-mail when they wouldn't answer the phone. It's still inexcusable for a business not to respond to a customers e-mail request. Why have an e-mail address and advertise it then ignore them.

We all know that e-mail spam is a problem but that's for the dealership to cope with just like everybody else and not an excuse to ignore genuine e-mails.

 

[solarmer1]

So you've emailed sveral times over a period of time and got no response. Yet tried again.

Why did you not just ring the parts dept at the dealer? That's what I have been doing for 25 years or so....never not had a resolution.....

Hmm.....so just about every other company I contact via an email enquiry, remember MB Franchises actively invite this means of enquiry, responds with an answer.....except, consistently, MB Franchises.

Conclusion. Telephone contact works for you and your local MB Franchise yet the rest of the known world appears to have adopted the internet also. Why not MB Franchises? They are quite hppy to send me a marketing email every other week.

 

[solarmer1]

There's a saying in business:

If you keep doing what you have always done then you will keep getting what you always got.

Yes, correct. I did say that I was an optimist.

 

[solarmer1]

That's your problem.

It's always best to phone up as most people don't read all their emails, just a select few each day.

Thankfully, the business world outside of MB Franchises has eagerly adopted the internet and email. Those who don't read their emails clearly miss out on business. What kind of stupid business model is that?

 

[Deleted member 6183]

Yes, correct. I did say that I was an optimist.

Don't forget that you could use the same phrase to describe the dealer's actions!!

 

[solarmer1]

Should have posted on here...the keys are £240.

Thanks. Seems the company in the West Midlands will do a chrome one for £200.00 and plastic at £180.00. Carrid out at your home.

 

[ash59fifty-uk]

I've found MB and VW customer service very good, but agreed VW are far less expensive. Must be the cost of muffins, tea and coffee etc and now the cost of waitress service, which my local dealer has.

Mate, I just can't believe how spoilt they are

Free diagnosis (Upto 1 hour)
Free courtesy car
Free wash
Free bulbs and fitting (except xenon)

And others, those are the ones that jumped out at me. Was about to take a photo of it but the sales guy came back with my keys, probably would of thought I was strange sitting there taking pictures

You didn't say you'd had an incident Ash. Is that the one you blamed me for a few weeks ago. Hehe. Glad you got it sorted mate.

Haha, yeah the one you jinxed me

 

[Bobby Dazzler]

I don't think it's only Mercedes dealerships, I think it's most car dealerships, regardless of marque.

 

[Mrhanky]

Thanks. Seems the company in the West Midlands will do a chrome one for £200.00 and plastic at £180.00. Carrid out at your home.

Yes they are based in Birmingham Armory Road and are good at what they do. It's worth pointing out that the chrome keys can't be called brand new. They get bucket loads of spares from lease companies which in the main have not been used.

I used them and have been happy with the spare key and the repair they did. However, the keys supplied by Mercedes are brand spanking new and thus is reflected in the cost.