If I Never Deal With A Main Dealer Again, It'll Be Too Soon, The Shysters!
- Joined
- Jun 24, 2008
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- 2022 Hyundai IONIQ 5 RWD / 2016 Suzuki Vitara AWD
I have got a new W212 E class (£32000) from MB in Dartford
When got the car home i noticed something wrong with the windscreen, so the car went back and had the screen changed after a week, at no time did the retailer phone me and inform me what was happening to my car, I would phone every other day and get told the service manager would phone me back within the hour as he was with someone,. this never happened.
The car was ready for collection 6 days later, so me and my girlfriend go to pick up our new car again,
when the car was driven to the front of the garage we noticed a scuff mark on the side rear door, and the car was covered in dust and chit,never even wash it.
So I lost the head, anyway they had it washed and polished the scuff mark out.
The sales manager walked the car with me and was OK, until we got inside where the cup holders are the sliding wooden cover was scratch to hell.
So the head went again, and I had to let me girlfriend do the talking, They did take the car and repair this,
why cant they understand that this car is your pride and joy and a lot of money to you. after all this there was no offer of a free first service or anything.
I have been driving Mercedes for 15 years and will carry on doing so, now I have to drive past my local MB Dartford and cross over the tunnel to MB lakeside for all my services and new cars from now
Dartford Mercedes Benz must win the top prize of not given a chit after they have your money, well done MB Dartford
When got the car home i noticed something wrong with the windscreen, so the car went back and had the screen changed after a week, at no time did the retailer phone me and inform me what was happening to my car, I would phone every other day and get told the service manager would phone me back within the hour as he was with someone,. this never happened.
The car was ready for collection 6 days later, so me and my girlfriend go to pick up our new car again,
when the car was driven to the front of the garage we noticed a scuff mark on the side rear door, and the car was covered in dust and chit,never even wash it.
So I lost the head, anyway they had it washed and polished the scuff mark out.
The sales manager walked the car with me and was OK, until we got inside where the cup holders are the sliding wooden cover was scratch to hell.
So the head went again, and I had to let me girlfriend do the talking, They did take the car and repair this,
why cant they understand that this car is your pride and joy and a lot of money to you. after all this there was no offer of a free first service or anything.
I have been driving Mercedes for 15 years and will carry on doing so, now I have to drive past my local MB Dartford and cross over the tunnel to MB lakeside for all my services and new cars from now
Dartford Mercedes Benz must win the top prize of not given a chit after they have your money, well done MB Dartford
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- Joined
- Jun 24, 2008
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- 49,500
- Location
- London
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- 2022 Hyundai IONIQ 5 RWD / 2016 Suzuki Vitara AWD
flanaia1, your business practices make perfect sense to me.
Said that, it would not have been unreasonable for you to charge for every diagnostic work you carry out, should you decide that this is your business policy.
I think that you chose the good customer service route and I applaud you for that, this is what I would have done.
But I also think that the MB dealer took the 'stick to your guns' approach. What they did is not impermissible, but at the same time it alienates clients away from main dealers.
Said that, it would not have been unreasonable for you to charge for every diagnostic work you carry out, should you decide that this is your business policy.
I think that you chose the good customer service route and I applaud you for that, this is what I would have done.
But I also think that the MB dealer took the 'stick to your guns' approach. What they did is not impermissible, but at the same time it alienates clients away from main dealers.
I have got a new w121 e class (£32000) from MB in Dartford
When got the car home i noticed something wrong with the windscreen, so the car went back and had the screen changed after a week, at no time did the retailer phone me and inform me what was happening to my car, I would phone every other day and get told the service manager would phone me back within the hour as he was with someone,. this never happened.
The car was ready for collection 6 days later, so me and my girlfriend go to pick up our new car again,
when the car was driven to the front of the garage we noticed a scuff mark on the side rear door, and the car was covered in dust and ****,never even wash it.
So I lost the head, anyway they had it washed and polished the scuff mark out.
The sales manager walked the car with me and was OK, until we got inside where the cup holders are the sliding wooden cover was scratch to hell.
So the head went again, and I had to let me girlfriend do the talking, They did take the car and repair this,
why cant they understand that this car is your pride and joy and a lot of money to you. after all this there was no offer of a free first service or anything.
I have been driving Mercedes for 15 years and will carry on do so, now I have to drive past my local MB Dartford and cross over the tunnel to MB lakeside for all my services and new cars from now
Dartford Mercedes Benz must win the top prize of not given a **** after they have your money, well done MB Dartford
When got the car home i noticed something wrong with the windscreen, so the car went back and had the screen changed after a week, at no time did the retailer phone me and inform me what was happening to my car, I would phone every other day and get told the service manager would phone me back within the hour as he was with someone,. this never happened.
The car was ready for collection 6 days later, so me and my girlfriend go to pick up our new car again,
when the car was driven to the front of the garage we noticed a scuff mark on the side rear door, and the car was covered in dust and ****,never even wash it.
So I lost the head, anyway they had it washed and polished the scuff mark out.
The sales manager walked the car with me and was OK, until we got inside where the cup holders are the sliding wooden cover was scratch to hell.
So the head went again, and I had to let me girlfriend do the talking, They did take the car and repair this,
why cant they understand that this car is your pride and joy and a lot of money to you. after all this there was no offer of a free first service or anything.
I have been driving Mercedes for 15 years and will carry on do so, now I have to drive past my local MB Dartford and cross over the tunnel to MB lakeside for all my services and new cars from now
Dartford Mercedes Benz must win the top prize of not given a **** after they have your money, well done MB Dartford
davidjpowell
MB Enthusiast
MOCA said:
I did give him £20 for his trouble at which he protested. As I insisted I don't count this as a 'bill'.
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trapperjohn
MB Enthusiast
Aandyy and I went to pick a car up in Yorkshire from a Merc Specialist many moons ago. Cant remember the name. Anyhow they had an A4 size notice (run off from their printer by the look of it) stuck on the outside of reception door saying something like.
Diagnostics 50 squid plus VaT.
At least it was clear and upfront. And clearly stated their attitude to people just bobbing in for a quick "diag" I guess they had got sick of doing freebies and getting nowt back for it. Don't forget we are talking Yorkshire here.
Diagnostics 50 squid plus VaT.
At least it was clear and upfront. And clearly stated their attitude to people just bobbing in for a quick "diag" I guess they had got sick of doing freebies and getting nowt back for it. Don't forget we are talking Yorkshire here.
OP
OP
Deleted member 37751
Guest
Let's look at it another way, they got me in to the dealership under a pretence that I'd get a certain job done FOC, when all along they knew that Mercedes had changed their 100% offer to 50%. This would leave them with a minimum take of £96.
Or, Mercedes agreed the 100% and the dealer had a bad week on the gee-gees and thought I'll make some money back on this oik.
Truth is, we will probably never know and I'm now having to feed my children bread and water for a month.
OP
OP
Deleted member 37751
Guest
Every garage in Yorkshire puts that sign up when they know a hot-pot is on the way.
trapperjohn
MB Enthusiast
MOCAŠ
MB Enthusiast
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Some years ago I stopped at a car electrician on my way to see a client due to some problems with the lights.
He quickly diagnosed it as a faulty bulb which be replaced, and did not want any payment. I still left a tenner on the counter and said it was 'for the bulb'.
We both - separately - acted in a way we willingly chose to. There is nothing wrong in being kind and civilised (he was the former, I was trying to be the latter).
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Bellow
Hardcore MB Enthusiast
Two words, SPX: persecution complex.
Nah.
OP
OP
Deleted member 37751
Guest
Maybe.
Bellow
Hardcore MB Enthusiast
I haven't followed every nuance of this thread but the impression is one of miscommunication. We do know Lee as a straight-talking kind of guy. That the dealership in this instance wasn't as upfront as they could have been seems to me to be at the crux of it. MJ's comments on fairness and Flania's on how things can be done remind us of what MB seem to have forgotten.
This does not need to end in character assassination, least of all of a known and respected forum member.
This does not need to end in character assassination, least of all of a known and respected forum member.
- Joined
- Jun 24, 2008
- Messages
- 49,500
- Location
- London
- Car
- 2022 Hyundai IONIQ 5 RWD / 2016 Suzuki Vitara AWD
Some years ago one of my clients provided me with some much-needed help in a business-related matter.
He is a very wealthy professional and it was obvious that he did not want to be paid.
Noticing that he was an avid cigar smoker, I asked his partner which was his favourite brand.
I then went into some not inconsiderable effort to obtain a 25-cigar box of his preferred Habanas.
He later thanked me and said 'it is always nice to be appreciated'. I felt he was very sincere.
I am certain it was not the financial value of the gift - he probably charges more than that for an hour of his time.
People - from all walks of life - appreciate a human gesture. Our over-reliance on computers seems to make us forget this.
When the concierge at my regular hotel greets me with a smile and says 'good to see you again Mr. MJ', it makes me feel good. When I receive a computer-printed letter from (large privatised UK provider) saying 'Dear MJ, as a valued customer...' it goes in the bin.
And that's what the dealer got wrong in my view. They went by the book, not by the heart or the brain.
He is a very wealthy professional and it was obvious that he did not want to be paid.
Noticing that he was an avid cigar smoker, I asked his partner which was his favourite brand.
I then went into some not inconsiderable effort to obtain a 25-cigar box of his preferred Habanas.
He later thanked me and said 'it is always nice to be appreciated'. I felt he was very sincere.
I am certain it was not the financial value of the gift - he probably charges more than that for an hour of his time.
People - from all walks of life - appreciate a human gesture. Our over-reliance on computers seems to make us forget this.
When the concierge at my regular hotel greets me with a smile and says 'good to see you again Mr. MJ', it makes me feel good. When I receive a computer-printed letter from (large privatised UK provider) saying 'Dear MJ, as a valued customer...' it goes in the bin.
And that's what the dealer got wrong in my view. They went by the book, not by the heart or the brain.
D
Deleted member 55947
Guest
The annoying thing is that this now appears to be a standing charge for asking MB to look at your car regardless of the problem. Some problems can be diagnosed in an instance yet the full charge is applied. Gone are the days when a dealer would look at your car and give you feedback with you having to line his pockets. Furthermore if you do get the dealer to carry out the required work the diagnostic charge should not be added to the bill IMO
trapperjohn
MB Enthusiast
Spot on Harry.
Bellow
Hardcore MB Enthusiast
This is true elsewhere also. On the road sales reps are becoming a thing of the past. I am referring to reps knowledgable of their products/services and the market to which they are selling. Those reps could offer useful advice on what was their specialist topic and nothing be charged, the only recompense being if a sale actually occurs. Without the sale no recompense but advice given freely for free.
Contrasted with where things are heading which is if such advice is sought a specialist consultant will need to be called in and payed at whatever hourly rate he/she deems appropriate and achievable.
Changing world and the part the internet has played in making professional buyers of all of us without ever consulting a professional for their advice. Buying in ignorance is really where it is heading. Another nail in the coffin of UK manufacturing as the wrong products/services are bought on whatever whimsical notion the buyer entertains in their own head. (Shiny or cheap, preferably both).
If you are struggling to follow my thinking here, try this for size - you go to an MB dealership to buy a new car and the salesman there and then charges you an hourly rate for his time as he tries to ascertain which car best suits your needs and wants, calling it 'consultation'. Same again when you visit the BMW showroom. Ditto Audi, etc, etc.
Our world is now ruled by lawyers and accountants neither of which have much of a clue as to what is required other than for themselves while their services when they are actually required are nigh on unaffordable for most of us. It's time they were put back in their box.
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