Mercedes Customer Service Fail

[TeeCee]

Mercedes-Benz UK Limited


Mr Gary Savage CEO

Email [email protected]

Telephone 01908 668 899
Switchboard 01908 668 899
Fax 01908 664 351
Website Mercedes-Benz - New and Used Cars
Social Media T

Postal Address Mercedes-benz Uk Limited Delaware Drive, Tongwell, Milton Keynes, Buckinghamshire, MK15 8BA

Thanks !

 

[markjay]

Did you contact your nearest dealer regarding the problem? Have they looked at the car? I agree that the MB Customer Service are a bit of a joke. I had a bad experience with them refusing warranty work. I found that if you have an understanding local dealer like I did it is better to get it escalated through them.

Liam

Hi - yes I did - we did not buy it locally so there not that interested and there is no way we're driving back to Nottingham!

Thanks - I will try that again tomorrow ! Just assumed they would all be in competition..

Your local MB dealer will be very interested in keeping you happy and building-up a relationship with you - the car will need servicing every year and the dealers make more money on servicing than they do from selling new cars anyway. And they will be very happy to offer you a Service Plan today. I just bough a (second hand) Merc from a non-MB dealer, then drove it straight to the local MB dealership and asked for a printout of the car's electronic service records. They could not be more helpful or accommodating (and offered me a Service Plan )

 

[davidjpowell]

Thanks !

I'm a firm believer in involving the CEO - especially when customer services are being crap..

Some of the London dealers have been known to be a bit err crap also. But some very good....

I can even conjure up some lines in the email...

To turn the back on the customer immediately after you have received tens of thousands of pounds is something more akin to the back street garage, rather than a supposedly premium marque.

 

[JattAmg]

As above ring mobilo.

 

[st13phil]

Another tack you may like to explore is if the dealer you purchased from is part of a group, and if so is there another member of the same group local to you. If so, contact the salesperson who you bought from and ask them to get it looked at somewhere near you.


Sent from my iPhone using Tapatalk

 

[oldguy57]

Customer "service" makes me laugh. Surely "service" should have been "terribly sorry sir , the car is safe to drive but I can understand your anxiety, we will liaise with your local dealer and get the problem sorted as soon as we can" Not really difficult. 3 weeks for a diagnostic - taking the whatsit isn't it? The sad fact is that most customer service "consultants" have absolutely no idea how to deal with customer problems.

 

[Deleted member 6183]

My first thought was to advise another call to Mobilo but recall that they might ask if the car is driveable.
The answer would have to be affirmative but a few of the pointless fripperies are sulking, in that light waiting for someone to spare the time to look at it sounds more reasonable.
I'm sure that a dealer can do better than 3 weeks with a bit more of an assertive approach.

 

[oldguy57]

^^^ Yes polite but assertive usually works.

 

[TeeCee]

Hi All

Thanks for your messages and advice.

For anyone else in the same position the dealer is the way to go, so for all who advised this many thanks !!

Contacted MB Nottingham and there going to transport down a GLE on a flat bed truck, take away my dads GLE on the same transporter, fix it and then return it back to us.

So it took a while, and way too many calls, but we got there in the end.

I did complain to the CEO but as far as I can tell he diddnt have time to act as MB Nottingham seem to have done this off their own back.

Way more hassle than it should of been but props to MB Nottingham for stepping up to the plate

 

[TeeCee]

Sent: 03 March 2017 13:11
To: [email protected]
Subject: FN17 RCZ Disappointment

Hi Gary

I hope you are well.

Please let me start by explaining that my family are long term Mercedes owners. I have driven a Mercedes for 30 years and my sons wife drives his family around in a V Class V250 and my son is in the process of speccing/buying a c63s. (Unfortunately he cant get a test drive anywhere until after April but im confident as soon as he does he will be able go ahead)

Despite my long term Mercedes ownership in 2014 I decided to change to a Range Rover but had a bad experience with there customer service, so earlier this year I decided to treat myself to a new 350 GLE Designo Line factory order.

I waited until the 1st on March to get the new registration and my son and I went to Nottingham to collect the car. (We both live in London) , the complete experience of purchasing the car with MB Nottingham was very good.

However on the way down the car within half an hour displayed 4 error messages with the assist systems

• Blind Spot Assist Inoperative
• Distronic Inoperative
• Lane Keeping assist inoperative
• Pre Brake Assist Inoperative

We called the dealership who suggested we call breakdown recovery , we called breakdown recovery who advised that since the vehicle could be driven that there was nothing that they could do and suggested we contacted customer service.

We contacted customer service at 8:30 in the morning and they put us in touch with the dealership dealing with North London.

The very best they could do was offer us a diagnostic appointment on the 21st March, with no courtesy car.

This is three weeks after we collected the car.

Needless to say we contacted customer service again and spoke to a gentleman who seemed pretty uninterested and basically advised that there was nothing he could do, when pushed he begrudgingly said he would contact the dealer to look at cancellations but he was unlikely to improve upon this date .

From my point of view I have been a loyal customer and believe Mercedes to be a premium brand with exemplary customer service, I have never had an issue like this previously, but as you can imagine the faults developing in my car immediately after collection and the three week period to get the faults looked at has significantly tarnished the experience for me.

I realise that your hugely busy, and I doubt you will actually get to read thus, but have exhausted all approached to customer service via the conventional route so find myself emailing you to try and help me out and restore my faith in the Mercedes brand

Many thanks

 

[flat6buster]

Sent: 03 March 2017 13:11
To: [email protected]
Subject: FN17 RCZ Disappointment

Hi Gary

I hope you are well.

Please let me start by explaining that my family are long term Mercedes owners. I have driven a Mercedes for 30 years and my sons wife drives his family around in a V Class V250 and my son is in the process of speccing/buying a c63s. (Unfortunately he cant get a test drive anywhere until after April but im confident as soon as he does he will be able go ahead)

Despite my long term Mercedes ownership in 2014 I decided to change to a Range Rover but had a bad experience with there customer service, so earlier this year I decided to treat myself to a new 350 GLE Designo Line factory order.

I waited until the 1st on March to get the new registration and my son and I went to Nottingham to collect the car. (We both live in London) , the complete experience of purchasing the car with MB Nottingham was very good.

However on the way down the car within half an hour displayed 4 error messages with the assist systems

• Blind Spot Assist Inoperative
• Distronic Inoperative
• Lane Keeping assist inoperative
• Pre Brake Assist Inoperative

We called the dealership who suggested we call breakdown recovery , we called breakdown recovery who advised that since the vehicle could be driven that there was nothing that they could do and suggested we contacted customer service.

We contacted customer service at 8:30 in the morning and they put us in touch with the dealership dealing with North London.

The very best they could do was offer us a diagnostic appointment on the 21st March, with no courtesy car.

This is three weeks after we collected the car.

Needless to say we contacted customer service again and spoke to a gentleman who seemed pretty uninterested and basically advised that there was nothing he could do, when pushed he begrudgingly said he would contact the dealer to look at cancellations but he was unlikely to improve upon this date .

From my point of view I have been a loyal customer and believe Mercedes to be a premium brand with exemplary customer service, I have never had an issue like this previously, but as you can imagine the faults developing in my car immediately after collection and the three week period to get the faults looked at has significantly tarnished the experience for me.

I realise that your hugely busy, and I doubt you will actually get to read thus, but have exhausted all approached to customer service via the conventional route so find myself emailing you to try and help me out and restore my faith in the Mercedes brand

Many thanks

Premature escalation.

 

[Tiim533]

Premature escalation.

Maybe, but totally understandable. I had an issue with a lazy Mercedes dealership, and MB CS were utterly unfit for purpose.

Now I'm making friends with a dealership, and when I get another E next year, I won't shop around to save £400-£500. I'll push them for a good deal all the same.

I sincerely hope that the OP gets satisfaction, and soon.

 

[markjay]

Premature escalation.

Well there will be little point in sending this email in three weeks time....

 

[TeeCee]

Premature escalation.

This doesn't usually happen to me, sorry it's not you , it's me...

 

[hallra]

Hey - I agree largely . This morning I was super cool about it , but merc CS were totally uninterested, we hadn't to do all the chasing and that's not right. It's a major purchase for my dad as he's had a tough year and this happening has taken off the gloss of what was supposed to be a treat. Also if I was the CEO of Calvin Klein and your pants had a hole in them after an hour , I'd want to know. Especially if the people I'd charged with keeping our customers happy apparently couldn't give a s£!t

Mercedes CS are a joke, they read from scripts and when the customer disagrees/complains they stick their two fingers up at you.

It seams the whole country is getting in on this act, I have experienced this with house builders/audio suppliers/local government/car insurance/health insurance/mobile companies/satellite TV companies..