Mercedes Basingstoke review - you won't believe it

[brokenyute]

Another update -

As some of you are aware I filed a complaint to MB UK in line with the advice on here. Mercedes Basingstoke have failed to respond to MB UK so the complaint has been forwarded to upper management at MB UK.

It just sums it all up really. They don't care.

If they were the last main dealer left on earth to buy a car from I'd go buy a bicycle.

Please go and like my review on Google to help increase the pressure on mercedes to fix the problems they have caused!

Google review of Mercedes-Benz of Basingstoke by jag s

Thanks

 

[oldguy57]

Well, I wouldn't be so certain.

Several years ago I was considering a Lexus and I visited the local dealer where they had a showroom display car of the model I was interested in. It wasn't possible to have a test-drive at that time so an appointment was made for mid-morning the next day at which time I duly turned up, with d/licence etc.. 'Oh, you can't have a test drive, we've sold that car'. End of conversation. To this day I've not heard from them again. I bought another MB instead.

I think the reality is that there are good and bad examples everywhere, the 'brand' is no guarantee of a level of service, whatever the 'mission-statement' might be. In my experience the providers of the best service are often the smaller family-owned businesses which are, of course, becoming few and far between in the (particularly new) car retail trade. When my local MB dealer was family-owned the service was excellent and they knew their customers. Their showroom was small and the workshop 'old', staffed with 'technicians' with whom you could talk things over. The modern showrooms are quite 'flash', corporate, full of clipboard-carriers and front-of- house staff fannying about but the actual service (which is what I actually want and pay for) is not as good. IMHO, of coursel

Yes I agree. A classic example is the relatively new MB Stockport whose Chinese owners allegedly spent £60m on it. The place is full of 20 something Cheshire housewife types as front of house staff all dressed in uniform. You can order your drink from the bar, and watch the fountain in the car park whilst sales/parts/service personnel remain totally elusive. Clearly the Chinese consider this approach is what UK car buyers want. Impressed? not me.

 

[SpikyMikey]

Yes I agree. A classic example is the relatively new MB Stockport whose Chinese owners allegedly spent £60m on it. The place is full of 20 something Cheshire housewife types as front of house staff all dressed in uniform. You can order your drink from the bar, and watch the fountain in the car park whilst sales/parts/service personnel remain totally elusive. Clearly the Chinese consider this approach is what UK car buyers want. Impressed? not me.

Similar to my one and only experience with our local MB dealership taking my S204 in for a recall, or "Technical Enhancement" in MB speak. Apparently it is necessary to be subjected to The Spanish Inquisition by 2 different receptionists before being allowed to walk past the coffee bar complete with uniformed Barista and enjoy the privilege of waiting 20 minutes to speak to a service advisor in a service reception area occupied by 2 other very bored looking customers.
The cherry on the cake was being told by said service advisor that I couldn't leave my car outside the front door of the building. I was more than happy to explain that I wouldn't have needed to if the spaces marked 'Customer Parking' were not all taken up with shiny demonstrators and used - sorry, "Previously enjoyed" - vehicles.

 

[Dryce]

Lexus dealers had orders from HQ in Japan to provide the very best customer service.
Lexus wanted to be a high class luxury car stealing customers from BMW and MB, Lexus had to offer a concept of special treatment for their customers.
Offering best service before purchase, during purchase and after purchase, dealers have 100% happy customers satisfaction.

First years in the 90's when Lexus was a new brand car maker, they were losing money on their car sales.

Lexus in the 90s was impressive - and with the LS400 they pulled in customers from MB based on that product and the high level of service.

I really can't see why anybody would pay any sort of premium for a Lexus these days - looks like a bland product line with overstyled bodies and a bit of hybrid hype as a differentiator. A world away from the original 1990s vision IMO.

 

[noogieman]

Lexus is a Toyota on steroids dressed up like a pig with make up

 

[Darrell]

Lexus is a Toyota on steroids dressed up like a pig with make up

Does this really matter??

As long as the vehicle is reliable, comfortable, can handle well enough, offered decent fuel consumption and looks good.

It seems like where I live every second car is a Mercedes. All a bit boring tbh.

 

[MEMERC7]

'Lexus is a Toyota on steroids dressed up like a pig with make up'

As tiresomely boring & predictable as those who thinking they were unique & clever with words when stating that some Jaguars where dressed up Ford Mondeo's or, still on Fords, that the Capri was 'a Cortina in drag'.
Badge snobbery live on in so many sad ways. BMW/Audi/Mercedes owners the worse by miles.

 

[E55BOF]

'Lexus is a Toyota on steroids dressed up like a pig with make up'

As tiresomely boring & predictable as those who thinking they were unique & clever with words when stating that some Jaguars where dressed up Ford Mondeo's or, still on Fords, that the Capri was 'a Cortina in drag'.
Badge snobbery live on in so many sad ways. BMW/Audi/Mercedes owners the worse by miles.

The Capri was a jazzed-up Cortina; the Jaguar X-type was a Ford Mondeo in a party frock. Tiresomely boring and predictable perhaps, but more than a grain of truth there.

I'm glad you're not in any way a badge snob, though; that will be why you feel the need to tell us your car is an "AMG Sport 125 Ltd Edition", will it?

 

[Darrell]

The Capri was a jazzed-up Cortina; the Jaguar X-type was a Ford Mondeo in a party frock. Tiresomely boring and predictable perhaps, but more than a grain of truth there.

I'm glad you're not in any way a badge snob, though; that will be why you feel the need to tell us your car is an "AMG Sport 125 Ltd Edition", will it?

80% of the X Type was unique to the X Type. The V6 AWD is something that the Mondeo never was.
The 3.0 litre X Type was as quick to 60mph as a Porsche Boxster. Show me a 3.0 Mondeo that could do the same.

Isn’t the A Class a Renault in drag? Isn’t the X Class a Nissan in drag?

 

[sgregory124]

80% of the X Type was unique to the X Type. The V6 AWD is something that the Mondeo never was.
The 3.0 litre X Type was as quick to 60mph as a Porsche Boxster. Show me a 3.0 Mondeo that could do the same.

Isn’t the A Class a Renault in drag? Isn’t the X Class a Nissan in drag?

"80% of the X Type was unique to the X Type...." Which makes it all the more disappointing that it looked like it had been styled by Stevie Wonder. Interior felt like a Ford too, cheap plastic everywhere.

The 3 litre version was just poorly styled and marginally faster. I'm sure all those Boxster drivers were all feeling very inadequate when they pulled up at the lights next to a (3 litre) X Type......oh wait......

 

[brokenyute]

Update #3

Following my complaint to MB HQ. Basingstoke failed to respond to HQ in time so the matter was escalated to higher management.

I went down to the main dealer on 8th Feb to show the service manager Brad the damage they had caused. He accepted liability and agreed to correct most of it. However he flat out refused to correct the worst damage on the bonnet in the pictures I've shared earlier. I called HQ about letting know this. A few hours later I received a call from both HQ and the service manager stating that they will now correct everything.

The car was booked in for 20 Feb where we went round the car and marked all the imperfections. I was supposed to pick the car up on 26th Feb, however I received a call from Basingstoke on 25th Feb stating they were not happy with the work so have sent car back to the body shop.

On 5th March I was phoned to say the car was ready to be picked. I went to Basingstoke to go pick up the car however half the work had not been done, you could still see the damage and they had put even more damage on the vehicle. Luckily I had filmed the vehicle when I dropped it off on 20 Feb. New damage now includes a number of stones chips on the bonnet, scuffs by the front grill, and large scuffs in the rear corner of the bumper where someone must have tried to park it. When these were brought up the response was 'oh I didn't check there'. The car was refused and taken back to the body shop.

When will it end?!! I am fed up, its been over 4 months since I bought the car and everytime something is supposed to be fixed something else is broken. I have lost count how many times I have been down to Mercedes Basingstoke and for me it is a 80min round trip everytime. Too many hours of my time wasted.

And what really ticked me off is that MBUK had the audacity to say that
"this incident is not indicative of the high level of service we strive to provide. I am confident that, should you call upon these services in the future, you will receive the usual high quality service for which we are renowned." Joke service.

Please please like my review on Google to highlight to many people as possible how awful Mercedes Basingstoke are!!!

Google review of Mercedes-Benz of Basingstoke by jag s

 

[davymead]

Appalling and totally indefensible treatment by a world renowned company. How can this happen in 2021, beats me.
Dealer principle should hang his head in shame. Compensation claim justified.

 

[markjay]

Can you not at this point reject the car? You have given the selling dealer ample opportunities to correct the original faults etc.

 

[joehalks]

welcome to the forum and thanks for the review

 

[MrGreedy]

With the amount of times this has been back to the body shop, is this was an insurance job it would have been a write-off with the cost.

I personally would be looking to reject and wash my hands of MB Basingstoke so I never have to have any dealings with them ever again. They have repeatedly shown you what they think of customers. I can't imagine you are the only one experiencing some of their 'quality service'

 

[brokenyute]

Can you not at this point reject the car? You have given the selling dealer ample opportunities to correct the original faults etc.

I would have to make a claim through the ombudsman because it is going to be a struggle with the dealer. If they can't sort it out when I next see it I will have to go down that route

 

[Screwdriver]

And to think there was a time when owning Mercedes Benz was an experience. It still is. Just the opposite kind.

 

[brokenyute]

Update #4

Everything is now fixed and sorted. HAHA no that is definitely NOT the case.
Was told again the car was ready to be picked up this morning. As soon as I arrived I was told there was a problem with the car.

Paintwork is now all sorted but all the parking sensors have failed!

Another wasted trip, another 90 mins of my time gone.

This is a complete and utter joke. Lost for words now.

Please please please avoid mercedes basingstoke. If you have not already please like my review on Google below so we can warn as many people as possible.

Many thanks

Google review of Mercedes-Benz of Basingstoke by jag s

g.co

 

[oldguy57]

Update #4

Everything is now fixed and sorted. HAHA no that is definitely NOT the case.
Was told again the car was ready to be picked up this morning. As soon as I arrived I was told there was a problem with the car.

Paintwork is now all sorted but all the parking sensors have failed!

Another wasted trip, another 90 mins of my time gone.

This is a complete and utter joke. Lost for words now.

Please please please avoid mercedes basingstoke. If you have not already please like my review on Google below so we can warn as many people as possible.

Many thanks

Google review of Mercedes-Benz of Basingstoke by jag s

g.co

I thought under the Consumer protection laws, a supplier has only 1 chance of putting defects right, and then only if this does not entail great inconvenience to the customer. If that is the case I'd be chucking this at them. They are clearly having a laugh at your expense.

 

[Kayakinggaz]

Good afternoon Brokenyute

If you are dissatisfied with MB of Basingstoke, I would suggest that you contact MB HQ at Milton Keynes and express your experience directly to them. Hopefully, they will investigate your concerns and hopefully put things right for you.