How do you know if they've actually done the service?

[Marque]

I just had a major service carried out at Hughes of Beaconsfield (Mercedes-Benz Franchise Dealer). All went well - fine, I thought.

So, at the weekend, we all went to visit relatives in Ledbury - 125 miles away. When we arrived, I parked up and locked the car with my remote. However, when I went back, I couldn't open the car - the remote wouldn't work! Fortunately and very unusually, SWMBO had the other key with her and that one worked, so all was well.

Now, it's pretty obvious that the remote's battery was dead. The thing is this: the battery was supposedly changed at the service! It's the first item on the service sheet, which was ticked, and I was charged for the battery (and presumably labour too).

Except it wasn't replaced. I know this because the remote had been playing up recently and the battery looks dirty and scratched. So, I'm asking myself, what else haven't they done?

I have since spotted at least two other things: the rear wiper blade badly needs replacing and they didn't inspect the Poly-V Belt. Both were reported as "will need attention soon" at the last MOT - six months ago - but there was no mention of either this time.

I'm not sure I'll be using this crowd again.

 

[James Rothwell]

That does sound very, very poor. I know in our workshops the techs are monitored pretty closely by the service manager to make sure they are catching things. Quite often he'll book in a dummy car that he knows has got things wrong with it to make sure they pick up on them and do the work correctly.

I would write them a letter addressing the dealer principal, explaining what you think has happened and you think it would be beneficial to his business if you highlight this issue with him directly. He will hopefully take you very seriously and will probably thank you for bringing it to his attention and will make sure it doesn't happen again and should offer you something for your trouble.

 

[wemorgan]

A rather too familair story sadly. My father had a similar situation with his W203 at his MB dealer. Once trust is lost the only resolution is to find another garage.

After complaining he did manage to get his front pads and discs changed FOC though.

 

[ovais]

that is bad mate especially after what the main dealers charge for their services.

 

[Ian Hunt]

Probably unfair to many main dealers but I'm afraid I don't trust them as far as I could throw them.
I've had far to many moments of disbelief with them over the years (main dealers for a variety of marques). VW and MGRover dealers (yes I had a 75 & it was a nice car) without fail have reported corroded disks & worn pads. Work refused & further inspection revealed perfect disks & pads worn less than 50%. The Jaguar main dealers I used seemed more straightforward but their rates always seemed astronomical!
In the years I had company cars (again many marques -Ford, Saab, Vauxhall, Renault, Peugot, VW, Seat) there were always huge lists of faults found, because they knew it wasn't my car & I'd authorise work without question.
Best bet is always to find a good independant & build a relationship with them. They want your custom & are generally honest and straightforward.
I've even used a particular 'Nationwide Autocentre' (the chain the AA recommend) and been impressed by their honesty & frankness of opinion.
I used to have a policy of main dealer for the service stamp & all other work carried out elsewhere. I don't do that now - it's easy to find a reputable Merc indy and their stamp is probably better value in the service book than a stealer one (to those 'in the know' anyway!).

 

[BTB 500]

As always it depends on the dealer.

Touch wood the one my SL goes to is pretty good, and they've actually said to me a couple of times "normally we would recommend having X done, but as your car doesn't do a lot of mileage we suggest leaving it till next year".

With the big discounts (40% off labour plus 10% off parts, free MOTs, various other offers e.g. a free aircon service last year) they are probably no more expensive that a reputable indi either.

 

[rf065]

I know that in three MB dealer services at three different dealers, my spare wheel tyre pressure was never checked and blown up, despite marking it down as being checked. Like you I always wonder what else they have not done.

Russ

 

[jocasta]

As always it depends on the dealer.

Touch wood the one my SL goes to is pretty good, and they've actually said to me a couple of times "normally we would recommend having X done, but as your car doesn't do a lot of mileage we suggest leaving it till next year".

With the big discounts (40% off labour plus 10% off parts, free MOTs, various other offers e.g. a free aircon service last year) they are probably no more expensive that a reputable indi either.

Whereabouts do you get yours done Bill?

 

[Deleted member 11979]

That is bad!

I was once charged for 6 spark plugs for my Audi diesel by a main dealer.

But, when the head gasket went on my e220, I had it replaced by a garage who also charged me for timing chain and tensioner, subsequently camshaft snapped after 300 miles and another garage dismantled it and found original chain and tensioner in place!

Happens all the time I am afraid.

 

[BTB 500]

Whereabouts do you get yours done Bill?

M-B Guildford (Tony Purslow). M-B Ascot is much closer since I moved from Woking to Bracknell, but not heard good things about them.

 

[Bobby Dazzler]

Ultimately it all comes down to trust. All you can really do is look for evidence of work - finger prints on alloys, clean oil filter, colour of the oil, etc.

My dealer has a good approach to replacement key fob batteries. If key fob batteries are due but the remote is working OK, then they hand you the batteries on the basis that it won't be long before they'll need replacing. They get the sale, I get the convenience, so everyone's a winner.

 

[Swiss Toni]

My indi always offers me the parts they have replaced and to spend 5 mins walking around the car pointing out the work they have done and the work that might need doing in the future.

I see no issue with asking a dealer to bag the parts they take off - tell them you had a bad experience with another dealer (and I'll bet they treat you well as a result too).

 

[Gucci]

He will hopefully take you very seriously and will probably thank you for bringing it to his attention and will make sure it doesn't happen again and should offer you something for your trouble.

I'd push for more than this - I'd say I shall be returning the car to complete that for which I have paid for - you'll also ensure it's clean inside and out ... and I want a tin of those mints on the seat as well.

 

[LTD]

I'd want the next service free as proof that they can actually do the job requested, claimed and paid for.

 

[jonnyboy]

M-B Guildford (Tony Purslow). M-B Ascot is much closer since I moved from Woking to Bracknell, but not heard good things about them.

You're not wrong, although the parts lads are ok to be fair

 

[franey]

In theory this is a criminal offence of deception although you would need hard evidence of what was there before / remains afterwards.

It would be really interesting for somebody to report one of these incidents to the Police!!

 

[LTD]

You would need harder evidence to prove it was planned as they would simply claim it was an oversight.

Better to claim under the Trades Description Act as you have been asked to pay for works itemised but not carried out.

 

[Sp!ke]

The dealer will likely argue that they did change the batteries but they must have been faulty or the remote caused the drain.

I changed the batteries on a car remote only today and noticed when checking the remote through a camera (IR) that the button was sticking and it was permanently on. If left, the batteries would have probably drained in a day or so.

 

[crockers]

In theory this is a criminal offence of deception although you would need hard evidence of what was there before / remains afterwards.

It would be really interesting for somebody to report one of these incidents to the Police!!

Hard to get them to respond to vandalism, etc so I doubt very much they would show any interest in this at all..

One has to be careful before using phrases like criminal offence.....although the caveat of "in theory" does prevent a potential libel case...

 

[corned]

Only a small issue, but as a little 'test' for my local service agent (an indie) I brimmed the screen wash reservoir just before taking the car to them for a service.

Sure enough, when I picked the car up afterwards, the standard fee for a bottle of screenwash was on the invoice. It wasn't there for long though.

But it does make you wonder; and it certainly affects your trust in them and their workmanship and ethics.

Anyone know of any good indies near Nottingham (other than MB!!!)