This is becoming an industry wide problem, because most main agents these days are now part of large motor groups that have multiple brands, and therefore have generic customer service models. If you don't ask for, and complain when you don't get the service you want, it will never change.
I represent my employer, if the get it wrong and do a poor job, then I am a poor employee by association. And I don't want to be, so I take that complaint upstairs and step on whomever it is necessary to get it done right. (Disclaimer: my employer is American and understands luxury brands and above all luxury service. Stratstone might pretend too, but they are the same as JCT, Marshall, Arnold Clarke et all whom have absolutely no idea about luxury/prestige service). If the employment laws were not so protective in the UK, the attitude of the 'front desk nazi' and the lazy **** service advisor would change pretty rapid.
You mentioned you had a TPMS problem. The technician (I use that term out of respect) should have been able to tell you right away by looking at the TPMS valve if it needed replacing (they have clearly visible battery dates on them when the tyre is removed, 5-6 years life is reasonable, 3-4 years is recommended), and given the age of your motor the cretins should have advised you of that when you booked it in. That in itself is ground for complaining and refusing to pay for anything other than the tyre valve second time around.
MB workshop jobs are heavily time managed, they get given set minutes to complete the mechanical works according to the job cards, I would largely expect that they did complete it in time, if they didn't MB UK will have a thing or too to say about that. My dealers are very proficient with time/labour estimates but there backlog point is the washbay, I presume they washed your car also? I tell them not to bother with that as it seems to add hours to routine or simple tasks.
I represent my employer, if the get it wrong and do a poor job, then I am a poor employee by association. And I don't want to be, so I take that complaint upstairs and step on whomever it is necessary to get it done right. (Disclaimer: my employer is American and understands luxury brands and above all luxury service. Stratstone might pretend too, but they are the same as JCT, Marshall, Arnold Clarke et all whom have absolutely no idea about luxury/prestige service). If the employment laws were not so protective in the UK, the attitude of the 'front desk nazi' and the lazy **** service advisor would change pretty rapid.
You mentioned you had a TPMS problem. The technician (I use that term out of respect) should have been able to tell you right away by looking at the TPMS valve if it needed replacing (they have clearly visible battery dates on them when the tyre is removed, 5-6 years life is reasonable, 3-4 years is recommended), and given the age of your motor the cretins should have advised you of that when you booked it in. That in itself is ground for complaining and refusing to pay for anything other than the tyre valve second time around.
MB workshop jobs are heavily time managed, they get given set minutes to complete the mechanical works according to the job cards, I would largely expect that they did complete it in time, if they didn't MB UK will have a thing or too to say about that. My dealers are very proficient with time/labour estimates but there backlog point is the washbay, I presume they washed your car also? I tell them not to bother with that as it seems to add hours to routine or simple tasks.
