Life must be good at Inchcape Mercedes Chester

[BimMerc]

Well, when you want to place an order for a £40k car you may think that a promise of a phone all back in 20 mins ( this was 2 days ago) wouldn't be too much. I think it's been mentioned before but I don't think I have come across a more disinterested franchise. I'm not expecting anything special, just a basic courtesy I even get at Tesco buying a weekly shop. I know the product I want, I just want to discuss ordering it! Apparently that's just not acceptable these days! Well, money will spend elsewhere!

 

[trapperjohn]

40K and they cannot even be bothered to call you back the mind boggles.

Where is all the stuff about end of months sales figures to be met too. Or perhaps they have achieved that already so have left you to sweat 'til next month.

As you say go spend elsewhere. Sad but its what Id do - then role in in the new motor and go see the Principle and show him what you bought and tell him/her why.

 

[Dr-Nab]

Not particularly surprising, Inchcape run MB Nottingham. At best they're useless (chocolate teapot et al) totally disinterested - wouldn't let me order an E-Cabrio when I was after one in 2010. Have been back since after buying one elsewhere with a friend who was interested in an E-Coupe last year and the dealer was just as hopeless.

I won't get on to the things I've heard they mess up during routine services/warranty work as it didn't happen to me and there's no way of telling how distorted it could be from the truth but from my experience from the sales side I can safely say I'd steer clear all together.

 

[BimMerc]

I just dont get it? Do the Inchcape management know, do they even care? Who knows....!

It just doesnt make sense, unless life is rosy within the MB dealership network and the units are flying out of the doors. Contrasts a bit with the local Audi dealership I use at present who just can't do enough for you, and at the first mere sign of me asking about a new A6 the sales manager came over and gave me his fully loaded A6 S-line for a long weekend to try it out. Its going to be hard changing to Mercedes if this is what I can look forward to, broken promises and talking almost like they are doing me a favour.

 

[markjay]

It's about having pride in your work.

Somewhere at the top there's a CEO and a board that look at the annual accounts and breath a sigh of relief at the profit figures.

As long as the business makes money all is well.

There were times when doing things right mattered just as much as turning a profit.

 

[DSLiverpool]

Service dept at Chester has always been pretty good last 5 years, not bought a car from them but if I wanted a new Merc I would go to Liverpool a MB owned place and more likely to get factory support.

The parking at Chester is a pain.

Op sometimes (and I'm not saying this time) car sales guys get this message

"Mrx wants a call back he wants your beat a drive the deal price etc etc"

And sometimes they don't bother.

 

[peter49]

Try Inchcape North Wales in Llandudno Junction.
Mark Beamson sorted my needs very professionally.

 

[Liquid silver]

Well, when you want to place an order for a £40k car you may think that a promise of a phone all back in 20 mins ( this was 2 days ago) wouldn't be too much. I think it's been mentioned before but I don't think I have come across a more disinterested franchise. I'm not expecting anything special, just a basic courtesy I even get at Tesco buying a weekly shop. I know the product I want, I just want to discuss ordering it! Apparently that's just not acceptable these days! Well, money will spend elsewhere!

I recently went into MB Nottingham with the intention of buying a new ML350 and 500SL R231. Total cost of both cars with options over 160k. Said I was looking for their very best deal and they get only one shot. They offered 5% on the base price nothing on options, then went to MB Chesterfield they came up with 12% on total price. A few days later Nottingham followed up and were very indignant that I did not give them a second chance after telling them they had only one shot. Guess we're I purchased.
Ed

 

[BimMerc]

Interestingly I went to Llandudno today and they swore blind Mercedes do not do personal leasing.....?? They are Inchcape too

 

[am3r]

I've had the same issues with inchcape's BMW dealers.

I was 26 and had a then 4 year old M3 cab which I had from almost new and wanted to change to an new M6, asked the dealer for a test drive of one, was told I had to put down a £2000 non refundable deposit in order to do so, I commented that I can go to another dealer and try one without that, salesman agreed and didn't change his stance, so ended up buying a six month old M6 elsewhere.

Just recently, I asked to try a new M5, promised call back never happened, constantly chasing the salesman and he just didn't seem interested, gave me the whole I have to try and find a car for you to try, didn't bother. Gave up on that and switched to the dark side... new E63 arrives tomorrow!

Both of these problems were at the same dealer and it's not like they didn't know me, we have had numerous BMW's in the household and they were always serviced there!

 

[oldmedic999]

Doun go to MB Norwich. Changed engine management Unit. Was given the car in limp mode.When form was asked why. No answer given. Took car to MB Hertford. Injectors not Coded. Still looking for a refund from Norwich. Talks still in progress.
Not recommended!

 

[p3tchy]

Don't get any of these issues at MB owned dealers in London and birmigham. Always come out with top praise in the CSS (customer satifaction survey)

 

[kinaero]

I must admit, in all these years that I've been dealing with various dealers, I have not experienced any one not returning my call.

 

[bpsorrel]

My experience with MB Milton Keynes (Sytner) is just as bad.

Arrogant sales people. Totally disinterested when I arrived in my Toyota (new hybrid, not an old corolla!!) to take a look at a CLA. Do they really make these kind of assessments of people? When I was in the trade we were trained NOT to judge prospects by their clothing or the car they arrive in.

Contrasted to the neighbouring Toyota and Lexus dealers who turn themselves inside out to help.

 

[jpwilliams]

Well, when you want to place an order for a £40k car you may think that a promise of a phone all back in 20 mins ( this was 2 days ago) wouldn't be too much. I think it's been mentioned before but I don't think I have come across a more disinterested franchise. I'm not expecting anything special, just a basic courtesy I even get at Tesco buying a weekly shop. I know the product I want, I just want to discuss ordering it! Apparently that's just not acceptable these days! Well, money will spend elsewhere!

Last week I only wanted a replacement key for one I have lost for the 210. I phoned MB Chester, call answered promptly and I was directed to "Service". The phone rang a total of 80 times whilst it was being redirected 4 times and in the end I put the receiver down and phoned back immediately. Again it was answered promptly only this time by another "lady", so I began to explain what had happened only to be transferred to "Service" without so much of an explanation.
"Service answered promptly this time and I gave an order for a new key and was told of the information I had to provide and told it would cost £210.
When I went to collect the key it cost £10 more than I was quoted and of course the person who had provided the original quote was not available!
Thankfully the key works.
DS Liverpool says that parking is a pain at Chester......the truth is that there is no customer parking as they have too many cars in stock! I wonder why?
I have just treated myself to what is probably my last car....it was not a Mercedes !
Lethargic is too kind a word for MB Chester.

Regards

 

[johnsco]

Sad to hear about Inchcape.
I've often dealt with their web-site for parts which is MB Oxford.
Have always found them efficient and helpful to deal with.

 

[Teflonso]

I recently went into MB Nottingham with the intention of buying a new ML350 and 500SL R231. Total cost of both cars with options over 160k. Said I was looking for their very best deal and they get only one shot. They offered 5% on the base price nothing on options, then went to MB Chesterfield they came up with 12% on total price. A few days later Nottingham followed up and were very indignant that I did not give them a second chance after telling them they had only one shot. Guess we're I purchased.
Ed

I too had terrible problems trying to get a dealer to even give me a quote for the car I wanted - nigh on £48k with the extras. I phoned and e-mailed eight dealers from Macclesfield to York and most points in between. I even tried one in Surrey.

Several couldn't even be bothered with anything more than a holding e-mail that never made any progress despite chasing. In frustration, a fortnight after visiting one dealer and dropping off my spec I asked for the DP by phone and over a week later got a lukewarm discount from one his underlings. The MB owned dealerships seemed to be the worst - so disinterested that I gave up. In fairness, MB Chesterfield were excellent with test drives and I almost bought a car there but they only had 10% on the table. But this was light years better than the rest and I would definately negotiate with a bit more vigour there if I had my time again.

Eventually, when aboutt o give up on buying my first MB I got 15% at an Inchcape dealer in the Midlands (the salesman put his notice in the next day). From then on it was like pulling teeth trying to progress things and I couldn't get the replacement salesman to ring back for love nor money. Now I've got it I'm due a follow up call to sell me alloy protection and other add-ons, plus a trip back for a free valet. I've chased twice, including an enquiry about if they have a B-Class demonstrator, since I'm thinking of adding one to the drive. No reply. Zero, zip, nada.

I've been in contact with MB about all this shoddy service - no reply. It had better be improved in 2 years time or it will be a Jag or another Audi. A great pity 'cos I love the car but I have limited tolerance for being messed about.

.

 

[davidjpowell]

This is what happens when you go for the lowest price. Everyone says that they value good service, but few are prepared to pay for it.

 

[bpsorrel]

Sad to hear about Inchcape.
I've often dealt with their web-site for parts which is MB Oxford.
Have always found them efficient and helpful to deal with.

Funnily enough, MB Oxford is the one MB dealer I've had good service from.

During the fiasco which was my CLS, they covered nearly £4Ks worth of warranty work without a murmur. Not bad really.

 

[DSB SL AMG]

sadly i am not surprised..shocking, woeful, customer service...how do these businesses survive?

If i was MD of a dealership i would have mystery callers monitoring the customer service performance of my staff....take your £40k and spend it else where they don't deserve your hard earned:fail

Well, when you want to place an order for a £40k car you may think that a promise of a phone all back in 20 mins ( this was 2 days ago) wouldn't be too much. I think it's been mentioned before but I don't think I have come across a more disinterested franchise. I'm not expecting anything special, just a basic courtesy I even get at Tesco buying a weekly shop. I know the product I want, I just want to discuss ordering it! Apparently that's just not acceptable these days! Well, money will spend elsewhere!