Fandango
Active Member
Also, please could you let us know what was discussed in the telephone conversation mentioned in MBUK's letter?
I have been banned from Mercedes, why-I complained.
- Thread starter G-A-R-Y
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Customer is king(its less hassle)
I work in the guitar parts industry..not a global moneyspinner..I must admit.but I answer to no-one,which is a big bonus ..I don't know if its the 60/70's lifestyle I had..mainly having the finger depressed on the self destruct button most of the time.
But I choose the "Customer is king" rule..for one main reason.
...I just cannot be bothered to argue,it just ain't worth it.consumer protection etc.the kickback can be more than you expect.less worry,win some/lose some mentality rules
..but on the flip side..I would expect the same back ..if i where the customer.
This thread has Backed up my own feelings on customer care...its bad press for MB,,and I would lay money its already gone to the top.
Its a small World,and it would not do MB any harm to really lash this guy up with a Decent motor.and rectify the bad press.
NB, Good eggs for starting this thread. albiet I think MB service is top notch.without going into details.
I work in the guitar parts industry..not a global moneyspinner..I must admit.but I answer to no-one,which is a big bonus ..I don't know if its the 60/70's lifestyle I had..mainly having the finger depressed on the self destruct button most of the time.
But I choose the "Customer is king" rule..for one main reason.
...I just cannot be bothered to argue,it just ain't worth it.consumer protection etc.the kickback can be more than you expect.less worry,win some/lose some mentality rules
..but on the flip side..I would expect the same back ..if i where the customer.
This thread has Backed up my own feelings on customer care...its bad press for MB,,and I would lay money its already gone to the top.
Its a small World,and it would not do MB any harm to really lash this guy up with a Decent motor.and rectify the bad press.
NB, Good eggs for starting this thread. albiet I think MB service is top notch.without going into details.
OP
OP
G-A-R-Y
Active Member
It's been a while now. As I remember the dealer said they could fix my car but they needed help from Technical. After a few weeks the dealer hadn't called and had stopped returning my calls. I called MCS and asked if they could speed things up with technical. After a few more weeks MCS told me nothing more could be done. "It is a well know characteristic of that engine which is not detrimental to the running or longevity"(still no call from the dealer) I put pen to paper and told the dealer how I felt (my letter already posted) Weeks later I called MCS and sent a copy of my letter telling them the dealer had not responded to my letter.
If it is a well know characteristic, why didn't the UK's premier dealership not know about it and still charged me to try and fix it?
This is all from memory, I didn't write dates and times down because I didn't know this was going to happen.
television
Hardcore MB Enthusiast
On other forums I have seen the same fault and people charged, this piece alone should get you your money back at least in a small claims court
Hi G-A-R-Y,
MB Bristol always have been and always will be (borrowing a Clarkson quote) "about as much use as a snooze button on a smoke alarm" and both from personal experience and information that has been relayed to me the cars come back out more broken than they go in.
They assume that they sell the best cars in the world and all malfunctions must be the fault of the driver therefore you should feel privileged they are even thinking about inspecting it.
They caused damage to a mates car when it was in for recovery work and when it was pointed out to them he was basically told to shove it, only when he returned with a collection of friends (who are all based around the Hereford area) and suggested to them that it was very obvious they had caused the damage and it would be a good idea to reconsider the position they had taken did they agree to fix the damage.
Now i don't condone that sort of behavior but it just shows what sort of people they are, with regards MB Customer Services i am not surprised about the position they have taken its kinda like if your child and a teacher have a disagreement and you complain about how it was handled who is the headteacher going to side with you or them.
Bypass MB altogether and recover your money via the courts, no point pussy footing about.
MB Bristol always have been and always will be (borrowing a Clarkson quote) "about as much use as a snooze button on a smoke alarm" and both from personal experience and information that has been relayed to me the cars come back out more broken than they go in.
They assume that they sell the best cars in the world and all malfunctions must be the fault of the driver therefore you should feel privileged they are even thinking about inspecting it.
They caused damage to a mates car when it was in for recovery work and when it was pointed out to them he was basically told to shove it, only when he returned with a collection of friends (who are all based around the Hereford area) and suggested to them that it was very obvious they had caused the damage and it would be a good idea to reconsider the position they had taken did they agree to fix the damage.
Now i don't condone that sort of behavior but it just shows what sort of people they are, with regards MB Customer Services i am not surprised about the position they have taken its kinda like if your child and a teacher have a disagreement and you complain about how it was handled who is the headteacher going to side with you or them.
Bypass MB altogether and recover your money via the courts, no point pussy footing about.
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Did you read through the HonestJohn thread I posted the other day? If that's the same problem then they guy there managed to get it fixed.
http://www.honestjohn.co.uk/forum/post/index.htm?t=33970
lil.smartie
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On the whole I don't find Bristol too bad to deal with. Steve Olden is head of diagnostics & can be a star, he's been battling with DCUK for me for over a year whilst I have had problems with my semi-auto box on my Smart Forfour which was out of warranty last Dec but has had the same kind of problem since it was 11 months old!
If you (and I don't blame you!) want to avoid Bristol try Exeter as they are part of City unlike Weston-super-Mare or Swindon who are the same group (sytner) as Bristol.
Kate
If you (and I don't blame you!) want to avoid Bristol try Exeter as they are part of City unlike Weston-super-Mare or Swindon who are the same group (sytner) as Bristol.
Kate
crockers
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I find the guys in Swindon very helpful - Gary is always willing to chat and discuss any concerns I may have...and explains costs ...(now all I need do is get him to cut them too..lol)
crockers
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IanA2
MB Enthusiast
Interesting....I've found Sytner one of the few "post reorganisation uber dealers" that have, on the whole, delivered pretty good service. Never been near the Bristol one though....
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Just one, I think.But I thought G-A-R-Y had had injectors replaced and the noise was still there....
GARY,
Have you forwarded this link to MB Customer services with deatils of how many readers this forum gets (how many ?), as well as the letter and all that.
It may help your case be resolved.
I have to say these tales of woe do make me feel sometimes it's good to sticker with an older Merc, it' less hassle and you meet some nice people on the way to getting it and running it.
Cheers
Ian
Have you forwarded this link to MB Customer services with deatils of how many readers this forum gets (how many ?), as well as the letter and all that.
It may help your case be resolved.
I have to say these tales of woe do make me feel sometimes it's good to sticker with an older Merc, it' less hassle and you meet some nice people on the way to getting it and running it.
Cheers
Ian
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I would second this. I have found them very helpful and accomodating
saorbust
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Hmm.
Interesting thread. I'd offer a number of points, since I've been in a similar situation before (reject of a new car due to failure of the cars gearbox within 100 miles).
Similar in that I wasn't happy. Not similar in that the dealer and I had a stand up argument in the middle of the dealership with me refusing to accept the car. Not good and not clever (for either of us).
I ended up apologising for my tone and temper, and suggested that we had another chat the following day, when we both had calmed down. I also asked if they would mind lending me a car until the following day - with me paying insurance / petrol. For context - we are talking about a 38k car here. Paid cash.
I expected the dealer to at least accept that I'd recognised my attitude wasn't helping - neither was his, and that calming down on both sides would be a good idea.
To his credit he did, offered me a car of my choosing, and we spoke the following day. To this day I still use the same dealer, and I've never had a problem - they are superb.
Thats a good story. Both sides learnt, and both sides had a good outcome. I've recommended his garage to a number of friends now, and all have been treated very well. Dealer quite often lets me drive newer models (some 100k +) just to have a go - recognises that at some point I may buy one (hoho).
On the bad side - I had a bad experience with another dealer. This time I didn't loose my temper, I just calmly asked to speak with the service manager etc etc. Nothing happened. I called the mobilo life people who are normally superb. They also tried - and nothing happened. One letter to MD UK, I had 3 calls back, and the problem was resolved immediately, with apologies all round.
So two different stories - two different approaches. Stay calm, don't loose it. I recognise you haven't - good. Write the letter to the MD UK, he has a special dept which deal with this kind of experience.
Final footnote - the dealer in the 2nd story is no longer.
Interesting thread. I'd offer a number of points, since I've been in a similar situation before (reject of a new car due to failure of the cars gearbox within 100 miles).
Similar in that I wasn't happy. Not similar in that the dealer and I had a stand up argument in the middle of the dealership with me refusing to accept the car. Not good and not clever (for either of us).
I ended up apologising for my tone and temper, and suggested that we had another chat the following day, when we both had calmed down. I also asked if they would mind lending me a car until the following day - with me paying insurance / petrol. For context - we are talking about a 38k car here. Paid cash.
I expected the dealer to at least accept that I'd recognised my attitude wasn't helping - neither was his, and that calming down on both sides would be a good idea.
To his credit he did, offered me a car of my choosing, and we spoke the following day. To this day I still use the same dealer, and I've never had a problem - they are superb.
Thats a good story. Both sides learnt, and both sides had a good outcome. I've recommended his garage to a number of friends now, and all have been treated very well. Dealer quite often lets me drive newer models (some 100k +) just to have a go - recognises that at some point I may buy one (hoho).
On the bad side - I had a bad experience with another dealer. This time I didn't loose my temper, I just calmly asked to speak with the service manager etc etc. Nothing happened. I called the mobilo life people who are normally superb. They also tried - and nothing happened. One letter to MD UK, I had 3 calls back, and the problem was resolved immediately, with apologies all round.
So two different stories - two different approaches. Stay calm, don't loose it. I recognise you haven't - good. Write the letter to the MD UK, he has a special dept which deal with this kind of experience.
Final footnote - the dealer in the 2nd story is no longer.
hawk20
MB Enthusiast
Wise words Saorbust. Let us know GARY what you intend to do. Worth a try IMO.
OP
OP
G-A-R-Y
Active Member
Just finished work, it's our busy time (seeding)
I wrote a very brief letter and attached my original letter and the e-mail I received from MCS.
I sent one to DaimlerChrysler UK (recorded) and one via an on line form to Sytner Group UK Customer Services.
I've had a reply from Sytner which sounds encouraging.
BTW. I did read the Honest John thread. I had all six injectors replaced. The noise remained. My injectors were refitted.
Thank you all for the support and advice.
PS. I have never had an argument or been rude to any one at Bristol. They did try to help and I had good service.
I wrote a very brief letter and attached my original letter and the e-mail I received from MCS.
I sent one to DaimlerChrysler UK (recorded) and one via an on line form to Sytner Group UK Customer Services.
I've had a reply from Sytner which sounds encouraging.
BTW. I did read the Honest John thread. I had all six injectors replaced. The noise remained. My injectors were refitted.
Thank you all for the support and advice.
PS. I have never had an argument or been rude to any one at Bristol. They did try to help and I had good service.
hawk20
MB Enthusiast
Who did you address it to at Daimler Chrysler UK? The MD I hope? Well done. Hard to make the effort when you've had a bad time.
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G_A_R_Y, just in case you feel there is still an issue with your injectors being noisy they are probably the most noisy component in an engine.
If you've ever heard one running out of an engine then it would surprise you how quiet they are when fitted.
However you shouldn't be able to hear them from inside the car.
Tom
If you've ever heard one running out of an engine then it would surprise you how quiet they are when fitted.
However you shouldn't be able to hear them from inside the car.
Tom
Dieselman
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I think he means the engine has pronounced diesel knock and clatter, not the injectors themselves are noisy.
