MB official workshop taking the piss!!

[kamalpatel12448]

lets get one thing straight - i dont care about the 70 quid.


Well just pay the bill then Im sorry, MB are not at fault IMO.

Really - are you sure - is it the customer fault that they don't maintain appropriate control of vehicle service data and ensure availability to official dealerships correctly?

I think MB have a role to play here IMHO, but would say not entirely the dealers fault.

 

[DITTRICH]

The dividing line between A and B is mileage based BUT it is always a good idea to go through the online records and service schedule and cut out things that don't need doing.

 

[Spinal]

Just saw this - while I do agree that they were at fault originally, I think they more than compensated for it with the vouchers.

Simply put, they checked their database and because of that, made a mistake in informing you what needed changing; fair enough, I would be annoyed at this.

That said, they did do the "extra" work... normally if this were the case, I would be willing to pay the cost of materials, and expect them to refund me the cost of labour (or not charge me for that if I hadn't paid).

As such, if they offered to resolve this by offering you more than the cost of the filter/labour (which is £70 from what I understand) - then I would be more than happy!

M.

 

[renault12ts]

Just saw this - while I do agree that they were at fault originally, I think they more than compensated for it with the vouchers.

Simply put, they checked their database and because of that, made a mistake in informing you what needed changing; fair enough, I would be annoyed at this.

That said, they did do the "extra" work... normally if this were the case, I would be willing to pay the cost of materials, and expect them to refund me the cost of labour (or not charge me for that if I hadn't paid).

As such, if they offered to resolve this by offering you more than the cost of the filter/labour (which is £70 from what I understand) - then I would be more than happy!

M.

They resolved it by removing the charge for the item...and the op did not take the vouchers.

 

[camerafodder]

Without having a pop at the thread starter, how is the word piss allowed to show in the thread title?

I though the were filters on the forum to change piss to p*ss and **** to t*ts etc.

I raise the point because of the recent reminders that this is a family forum?

I'd have thought with your recent track record for saucy threads mate you'd best keeping your head down mate!

 

[Wilsonuk]

I have taken my cars to three different main dealers over the years and they are all able to look up on their IT system what has happened previously at services - they are not part of the same franchise or anything either. I reckon you've got a bit of a stroppy type of Service Manager there mate, she was probably having a bad day and wanted you to share the pain!

Customer is still King, right???

 

[Burger]

Customer is still King, right???

 

[Toff190]

Really - are you sure - is it the customer fault that they don't maintain appropriate control of vehicle service data and ensure availability to official dealerships correctly?

I think MB have a role to play here IMHO, but would say not entirely the dealers fault.

Well first thing first, Theres no way im leaving my car and walking home for the sake of 70 quid.

And secondly, i would know exactly what work my cars are going in for and make it crystal clear before handing over the keys, MB or INDY.


No offence Fred. Im pleased there a happy ending.

 

[Smatt]

I also agree that the garage should have waived the charge rather than giving vouchers.
Were they intending to recoup the vouchers by ripping off on second service occasion?

 

[Rory]

Rory, when does your Service-Plus expire?

It expired in July. I asked the service manager in the dealership what I should do and he said "it's time to buy a new car"!

I pointed out to him that that wouldn't be good for business through his workshop but it seemed lost on him.

 

[CRASH67]

what all you guys are discounting is the fact that they told me on the phone that they could look up the work required in their database! Since the car has full mb service history, how am i to know that their records are likely to be wrong if they dont advice me? i pay a premium to have work done by official mb workshop and the least anyone should expect is for them to give you proper advice.

if like some of you might think, that seperate dealers have seperate databases, then its even more outrageous as the car has never been to the aformentioned shop so the work suggested would've been taken out of thin air with no regard to the cars service schedule!! for example, why didnt they suggest i changed transmission oil too, as that should've been done at 40k miles and wouldnt be in their database as it was done by MB direct!!


anyway i called customer services to explain, and they agreed in principle that the service was not ideal but reiterated that MB direct and MB are different entities. They agreed this was difficult for me as a customer to know.

I dont have to pay!

(For those who dont know MB direct, or retail if you like, appears just as the normal dealer and is owned by mercedes benz. used cars from both entities appears on the main mb used car site)

Right see again you not reading.
Mercedes service acoreding a assyst system OR millage as stiplated by MB specs.
you need to be aware that MB delaers are different people and they cant access history of other dealers.
so they rely on on the spec stated by a service sheet pluss milage or service stated by the assyt system on the car, failing that a service book should normally handed to the service advisor so they can verfy the work done.

The fact is the dealer have done thier job correctly

 

[whitenemesis]

It expired in July. I asked the service manager in the dealership what I should do and he said "it's time to buy a new car"!

I pointed out to him that that wouldn't be good for business through his workshop but it seemed lost on him.

I had exactly the same comment from my dealer!

 

[renault12ts]

Right see again you not reading.
Mercedes service acoreding a assyst system OR millage as stiplated by MB specs.
you need to be aware that MB delaers are different people and they cant access history of other dealers.
so they rely on on the spec stated by a service sheet pluss milage or service stated by the assyt system on the car, failing that a service book should normally handed to the service advisor so they can verfy the work done.

The fact is the dealer have done thier job correctly

He did win...he didn't have to pay.

 

[Rory]

you need to be aware that MB delaers are different people and they cant access history of other dealers.

People keep saying that but it's not correct. They CAN see the service history across the network. There's a forum member on PistonHeads who will look up service history for people given the VIN.

so they rely on on the spec stated by a service sheet pluss milage or service stated by the assyt system on the car, failing that a service book should normally handed to the service advisor so they can verfy the work done.

The fact is the dealer have done thier job correctly

If they couldn't access the service history then they should have requested sight of the service book and re-evaluated what was required when the car was brought in.

What further makes me think this was dealer stupidity / scam is that I can't think of an interval where the only additional work would be the fuel filter. When that's needed then other stuff comes up at the same interval.

 

[CRASH67]

its to complicated to explain but its not possible for all dealers to have connected service history.
its the same with all manufactuers.
the problem is the records for jobs/servicing done by a dealer is recorded on thier own computer system this system is whats used to generate invoices job cards etc etc to link these together would be a huge task which isnt possible,
this is why you have a service book to record it.
as for the gearbox oil they would probly expect to be on schedule if its serived probley
its not down to the dealer to make sure the past of a car is serived to MB standands.
from thier point veiw it could of been done by anothaer dealer.
For example in Kent we have 3 or 4 deifferent MB delaers
in Canterbury for example thiers Mercedes -Benz Of canterbury(run by Mercedes of Kent) and vikings of canterbury a authorise repairer.
IF the car has first two services at Mercedes of canterbury, then the car then goes to vikings thier system wont know the car nor its history. so they will sercice as is required they wont ask or check the first two services have been done as its not for them to do .

 

[CRASH67]

People keep saying that but it's not correct. They CAN see the service history across the network. There's a forum member on PistonHeads who will look up service history for people given the VIN.



If they couldn't access the service history then they should have requested sight of the service book and re-evaluated what was required when the car was brought in.

What further makes me think this was dealer stupidity / scam is that I can't think of an interval where the only additional work would be the fuel filter. When that's needed then other stuff comes up at the same interval.

people keep saying that cos its correct i work in a commercial dealer
the only nationwide Mercedes database we have verfiys Warranty and service contract work as well checks out standing recalls.
other then that the only service history we can check is work done with in our dealer group on motors we have worked on

 

[Rory]

its to complicated to explain but its not possible for all dealers to have connected service history.

Read a couple of pages of this Mercedes Benz Service History help please. . I daresay there could be gaps, but it's mainly there.

 

[CRASH67]

People keep saying that but it's not correct. They CAN see the service history across the network. There's a forum member on PistonHeads who will look up service history for people given the VIN.



If they couldn't access the service history then they should have requested sight of the service book and re-evaluated what was required when the car was brought in.

What further makes me think this was dealer stupidity / scam is that I can't think of an interval where the only additional work would be the fuel filter. When that's needed then other stuff comes up at the same interval.

yes i agree but in my opion if you droping yorur car surely you hand in service book or even at least look at it so you know whats been done before hand.
to me if you go to any work shop of any sort with out know the recent history of your own car you open to this sort of thing happen be it a scam OR a misundertanding.

as a dealer weve had issues of people buying vans that have been serivce incorrectly and this gives us headaches as the vans all have a serivce assyst and genrally to get it all back on track they may need to pay out for what maybe considered a unessory service jus to bring the van back to alighnment of the MB recomend servicng schedule

 

[CRASH67]

Read a couple of pages of this Mercedes Benz Service History help please. . I daresay there could be gaps, but it's mainly there.

that looks misleading the information his supplied on first couple of pages seem to be from the system im refereing too
it state options all other info on the motor BUT no service history.
his stating dates and delaers with milage but not what work is carried out,
im goin to vervfy this in the morning with a car reg BUT
from the commercial side this system state warranty and service contrat work not general serivicing.

 

[Rory]

yes i agree but in my opion if you droping yorur car surely you hand in service book or even at least look at it so you know whats been done before hand.

I half agree, because I wouldn't dream of going in "cold". But Mercedes as a brand is aimed at proper business people who are too busy to be bothered that sort of thing so the dealer should be able to figure out and have access to the necessary information.

The other snag I've been caught with, although not on Mercedes, is service schedule changes. So you think you have it figured out but they pull out a revised service sheet and everything has changed!