MB World, poor customer service!

[EDZ649]

I decided to take this week off to spend some time with my son and I promised him that I would take him to Mercedes Benz World @ Brooklands.

I rang them on Saturday lunchtime and got through to a guy in customer service. He told me that the booking line were experiencing high call volumes and that he would aske them to call me back when they were free. I gave him my home number and my mobile.

By Sunday lunchtime I hadn't received a phone call from them so I called again. The same guy answered and told me they were experiencing high call volumes. I explained that I had phone on Saturday and no one had called me back so he said he would definately make sure they rang me back and that he would go and put a note on his colleagues desk to that end.

I didn't get a call back.

So last night I sent them an email explaining what had happened and that I wasn't very happy with the service I had received and that I expected better from Mercedes Benz.

Well it is now lunchtime on Monday and guess what? No reply to my email and no phone call either.

Quite frankly I am disgusted at the way I have been treated and I am seriously thinking about not going there at all, even in the future, which is a shame because I have heard great things about it and what a wonderful day out it is.

Needless to say my son is very dissapointed!

Mercedes Benz World Customer Services............. You Suck!

 

[wobbly]

Its just the same when you try booking your car in to be serviced.

Five calls to book my car, and three calls to book the girlfriends in for a service.

Poor service..

 

[Bobby Dazzler]

No change since the GTG I arranged there for this forum shortly after it opened. Shambolic, but they may have had teething problems. No excuses now.

 

[DJC013]

I have to agree with you, there is a general lack of response from business`s these days, with things as they are you think they would be more organised !

I have to say that nowadays i always ask who i am speaking to, seems to get things done for me !

PS - I always ring companies when i get good service, last bloke at GSF was shocked that i rang up ! And he gave me 10% off my next order !!

 

[Will]

I've been down there a couple of times recently (they're my local dealer for parts etc). Absolutely heaving each time, kids everywhere (many of them doing the driving experience thing). No excuse for the poor (non existant!) communications but it might help to explain what is going on.

Sorry to hear that your weekend didn't go as planned.

Will

 

[The Boss]

Pity... the service sounds like a total damper on the day out... i want to go there some time soon, but maybe i will just postpone till later in the year or next year... might give them a chance to recruit some one for customer services! lol

 

[trapperjohn]

Thanks for the feedback. Potential customers such as myself will give it a while before we consider doing anything in that neck of the woods!

 

[stevieb15]

any company that needs a "Customer Service" department is already up ****creek

 

[Will]

They're actually fine when you're down there, I just think that they're understaffed to handle the huge volume of call/enquiries that they no doubt receive on a daily basis during peak times (holiday season, saturdays etc).

Great place though - well worth a visit Huge display of cars - a whole section devoted to AMG models, Smarts, Maybachs, SLRs, new models etc. AMG driving/passenger experiences, small cinema type thing, boutique shop, cafe/restaurant etc etc - plus Brooklands museum next door.

Definately worth a visit if you've never been (especially if you're an MB fan ).

Will

 

[Seamster15]

TBH I never find it bad at all, but then I only live ten miles away and sometimes just pop in there for a coffee if I'm passing.

 

[C43AMG]

Yes i agree with Will, well worth a visit.

 

[gary350]

One of the reasons I left MB was the non existant reply service from my local dealer, The guy I used to deal with laughed when I complained about it.

gary

 

[raymont]

They're actually fine when you're down there, I just think that they're understaffed to handle the huge volume of call/enquiries that they no doubt receive on a daily basis during peak times (holiday season, saturdays etc).

Great place though - well worth a visit Huge display of cars - a whole section devoted to AMG models, Smarts, Maybachs, SLRs, new models etc. AMG driving/passenger experiences, small cinema type thing, boutique shop, cafe/restaurant etc etc - plus Brooklands museum next door.

Definately worth a visit if you've never been (especially if you're an MB fan ).

Will

Not so sure. Had a driving experience booked there some time ago. I showed up on time. Kept waiting, experience started late. No word of apology. When I commented I was told I got the full time so that was ok!

Also made an apointment to see a particular used car. Arrived and went to reception where I was ignored while the receptionist chatted about her nIght out. Eventually tried to ring salesman who didn't answer so she assumed he was not available and I should just wait.

Salesman has forseen this as their internal DECT system has black spots and hasd given me his mobile number. I called this and he came to collect me.

Rubbish customer service. Will avoid in future.

 

[Rory]

Very poor. But typical of most dealers of all marques.

I had great sales service in a Mitsubishi dealer once so could do nothing else but buy a car off them. Then their service side turned out to useless thieves.

 

[flango]

Very poor. But typical of most dealers of all marques.

I had great sales service in a Mitsubishi dealer once so could do nothing else but buy a car off them. Then their service side turned out to useless thieves.

Top of the class in my book is Subaru used 3 local dealers in the past + direct contact with Subaru UK when RAC windscreens tried to fleece me £960 for a legacy windscreen, yeah that'll be right. Absolutely brilliant everytime can't do enough for you.

Now my current work wagon the Volvo, supplying dealer fantastic but too far away for service, my local 2 dealers absolutely shocking hope its 3rd time lucky

 

[mattc]

Now my current work wagon the Volvo, supplying dealer fantastic but too far away for service, my local 2 dealers absolutely shocking hope its 3rd time lucky

My brother has a similar problem living near Alyesbury...so when he goes to the Lake District he arranges to get any work done there and they give him a nice loaner. Cheaper rates and they clean it too..bonus!

 

[EDZ649]

Now Tuesday, still no phone call or reply to my email. Being understaffed during busy/peak times is no excuse! They know when the school holidays are, so why don't they plan accordingly?

 

[C43AMG]

Now Tuesday, still no phone call or reply to my email. Being understaffed during busy/peak times is no excuse! They know when the school holidays are, so why don't they plan accordingly?

Absolutely !!!

 

[Rayny]

Now Tuesday, still no phone call or reply to my email. Being understaffed during busy/peak times is no excuse! They know when the school holidays are, so why don't they plan accordingly?

Leigh,

I undersand your frustration, poor service is something that really does annoy me so much that I have stopped going to some places because of it (my lack of purchasing beer in local hostelries is proof of that).
However, I believe that nowadays you have to accept that any popular attraction will be a victim of it's own success and will have it's peak times and not be able to cope with demand - A good restaurant on Valentines day, the Eastbourne airshow, rush hour trains (did I just mention the devils transport?), airlines and some of the theme parks e.g. Thorpe Park on the first days of school holidays. All of these will have lots of people ringing them and hoping to use them at short notice and will be unable to return all calls to potential late-bookers. Yes, they know they will be oversubscribed but can only lay on a certain number of extra staff and equipment, and cannot physically enlarge the venue.
Having said that, I do feel that MB World should have responded to your e-mail by now, though trust me there are reasons that an e-mail may not be personally answered within a reasonable time if sent to some companies e-mail for general enquiries.

Personally I think it is well worth a visit but would ring them at a quieter time, say mid-week when you should be assured of the staff having time to help you.

They had no trouble fitting me in with an AMG passenger ride on the day, and the three hour wait passed quite quickly between lunch and a drool over some of the cars. To make a whole day of it there is always the excellent Brooklands Museum within a short walk of the car park.

As an aside, I hoped you enjoyed your trip to Cornwall.