Mercedes (lack of) Customer Service

[davidjpowell]

I find Doncaster ok, I think. They do not know as much about Service Plus as I would like - they keep asking me to pay for things covered. And they reguarly carry out my pet hate tell me the car has been washed when it has not. Do not mind so much about them not doing it, but object to being told that they have when they have not!

David

 

[Uberwagon]

Mercedes of Peterborough have always been fantastic with me and my 17 year old car.

Also there are 3 lovely young sales women who are very easy on the eye. When I was keen on a CLK500 (I know, it was a week moment) there was no hesitation on a test drive at all.

Highly reccomended.

Dave!

 

[Gollom]

MB Preston and I discussed the cost of a B service on my E-class and were able to reach a mutually saisfactory figure.

 

[travelininstyle]

MB Preston and I discussed the cost of a B service on my E-class and were able to reach a mutually saisfactory figure.

Hi,

I presume this was before the work was carried out - did they give you a detailed schedule of work required and out of curiosity,how much did they quote and roughly what did they do for that,(as a large part of the B service includes visual inspection).

 

[IanA2]

Mercedes of Peterborough have always been fantastic with me and my 17 year old car.

Also there are 3 lovely young sales women who are very easy on the eye. When I was keen on a CLK500 (I know, it was a week moment) there was no hesitation on a test drive at all.

Highly reccomended.

Dave!

I have four years experience with these people and indeed bought a new M class from them, whilst I think over that period thay have improved a little, (parts department is good), I could give you story after story of broken promises, poor workmanship, downright & incredible rudeness, general incompetance &/or I couldn't give a whatsit. Although I am nearer P'borough than N'pton by some twenty miles, whenever I need main dealer service I go to N'pton.

Pick up your car for warranty work Sir?, sorry too busy.

We'll call you back later today. Many times, never did.

Courtesy car Sir? We might have an A Class in three weeks, £25 per day Sir, no we can't deliver Sir. (This was when the SLK320) needed some warranty work.

The sales manager was one of the most aggressive guys I've ever met, on one occaision I though he was going to punch me because he didn't like the way I looked at him. I think he has "moved on".

The desk candy is quite nice, but was unable to print off a used list. Took me three visits a twenty minute wait and two phone calls for that bit of paper

I could go on....and on....and on......and on!

 

[Gollom]

Hi,

I presume this was before the work was carried out - did they give you a detailed schedule of work required and out of curiosity,how much did they quote and roughly what did they do for that,(as a large part of the B service includes visual inspection).

I'll dig the sheet out later and see if anything stands out

£410 for a B service at 52K (supplying my own oil which I got from member MikeVernon at approx £25 by buying 2 lots) , change of brake fluid (car has SBC so I understand it's a bit more complicated?), new fuel filter and 4 shiny wheel valve covers Got use of a B class while it was in

(Also pointed out that I had broken one of the little covers that hide the roof rack mounting points and they said they will sort it under warranty)

 

[travelininstyle]

I'll dig the sheet out later and see if anything stands out

£410 for a B service at 52K (supplying my own oil which I got from member MikeVernon at approx £25 by buying 2 lots) , change of brake fluid (car has SBC so I understand it's a bit more complicated?), new fuel filter and 4 shiny wheel valve covers Got use of a B class while it was in

(Also pointed out that I had broken one of the little covers that hide the roof rack mounting points and they said they will sort it under warranty)

Hi,

If you can,that would be great - I have obtained a link to Opie oils from this forum,but not from MikeVernon - that sounds cheap for two lots of oil - is SBC limited to just E-Class - I do not think it will be an issuue with my C-Class 180k Sports Coupe on a 55 plate.

 

[Gollom]

Hi,

If you can,that would be great - I have obtained a link to Opie oils from this forum,but not from MikeVernon - that sounds cheap for two lots of oil - is SBC limited to just E-Class - I do not think it will be an issuue with my C-Class 180k Sports Coupe on a 55 plate.

I believe SBC is not on C class. Cost of the oil was for 229.3 that Mike bought in bulk to keep his own cost down and he was selling the surplus

 

[travelininstyle]

I believe SBC is not on C class. Cost of the oil was for 229.3 that Mike bought in bulk to keep his own cost down and he was selling the surplus

Thanks for that info.I have found a link to Mike,re. the oil and the SBC clarification helps a great deal - in theory then,a bare 'b' service,with no additional work,with oil provided,ought to be less,but certainly no more than your quote from MB Preston,given the car has not exceeded 20k miles - I even have a set of wiper blades I can provide,as it looks like they are wearing,should the 'b' service call for the.As this is my first 'b' service,still under warranty,I guess its still worth obtaining a quote from MB Whitefields,Manchester,before I approach other MB Dealerships in the NW area,before agreeing a specific price for agreed work ?
Thanks.

 

[Gollom]

Things done:


Lots of checks plus main items:

Replace air-con filter
Replace brake fluid
Replace fuel filter
Engine oil & filter change
Replace keyfob battery

 

[travelininstyle]

Things done:


Lots of checks plus main items:

Replace air-con filter
Replace brake fluid
Replace fuel filter
Engine oil & filter change
Replace keyfob battery

That gives me something to work around and I really appreciate the guidance.My manufacturers warranty expires in October,however,I have a MB Approved Used extended Tier 1 warranty until June 2009 - I think it might be prudent to ask for a warranty check/inspection,before my 'b' service - but as a newbie to mercedes,some additional guidance from members of what I can expect from my dealership would be appreciated - I mean,somewhere along the line of purchasing from a dealership I have paid for these privileges and do not want to sell myself short - any members reading this whom can advise,I would greatly appreciate.

 

[Meldrew2]

When I was interested in purchasing a C180 K Sports Coupe recently,I rang the used car sales of MB Preston three times,and each time was unable to speak to someone,it was always,we will get someone to call you back - which they never did.

I was daft enough to purchase a C200K from MB Preston. I had the same telephone stupidity when I tried to arrange a time to collect the car, once again when I tried to book an MOT, and finally yet again when I tried to arrange a minor repair.

I bought my ML from MB Southport - who are far easier to deal with. Guess who'll be looking after the C class from now on.....

 

[jpwilliams]

I was daft enough to purchase a C200K from MB Preston. I had the same telephone stupidity when I tried to arrange a time to collect the car, once again when I tried to book an MOT, and finally yet again when I tried to arrange a minor repair.

I bought my ML from MB Southport - who are far easier to deal with. Guess who'll be looking after the C class from now on.....

Don`t get your hopes too high M2.....I think that MB Southport and MB Chester (and I think MB West Kirby ) are all linked.

I wish you well.

Regards

John

 

[Rory]

That gives me something to work around and I really appreciate the guidance.My manufacturers warranty expires in October,however,I have a MB Approved Used extended Tier 1 warranty until June 2009 - I think it might be prudent to ask for a warranty check/inspection,before my 'b' service - but as a newbie to mercedes,some additional guidance from members of what I can expect from my dealership would be appreciated - I mean,somewhere along the line of purchasing from a dealership I have paid for these privileges and do not want to sell myself short - any members reading this whom can advise,I would greatly appreciate.

I'm not really sure what you're asking / expecting but the service work required is detailed in the service book - there's a table (spread over a few pages) of mileage and time related work.

The dealership uses a system that produces an ESS - Electronic Service Sheet. They identify your car by its VIN and then imput the mileage and age. That tells the dealer what to do, and it also has reflects any changes in the schedule that might have come in since the service book was printed (ATF change at 37,500 miles / 4yrs is probably the main one). It also lists outstanding recall work and service advisory's (like recalls, but non-urgent).

So if you call a dealership, they should be able to tell you there and then what is required and how much it costs. You should be able to get the basic B service for around £300 (my local dealer, MB Chester, will do a B service for £299).

You can ask them to do an end of warranty check - I've certainly heard of other people doing that, and perhaps they would do the MOT too? Some dealers will do MOTs free, as they're a way of generating extra work.

 

[travelininstyle]

Hi Rory,

I am pretty clear on all that now - I have read the service schedule in my manual,regarding what work is covered in a 'b' service and am happy with that,it just seems that some dealers seem more proactive than others in pushing work that could be covered under warranty and I guess I have got to pursue this with them - after all you would think it would be in their interests as well - perhaps I will give MB Whitefields a chance,re. the 'b' service,and any other matters,as it is still under MB Warranty and at the least I can report my findings on the forum.Thanks all.

 

[neilrr]

Things done:


Lots of checks plus main items:

Replace air-con filter
Replace brake fluid
Replace fuel filter
Engine oil & filter change
Replace keyfob battery

My indy says he's yet to see a car which has a FMBSH that has ever had the fuel filter changed. Ask them to keep the old one for your inspection.

 

[ukcodger]

I find Doncaster ok, I think. They do not know as much about Service Plus as I would like - they keep asking me to pay for things covered. And they reguarly carry out my pet hate tell me the car has been washed when it has not. Do not mind so much about them not doing it, but object to being told that they have when they have not!

David

Doncaster's OK, but I regularly make the trip from Donny out to MB Hull, at Hessle, before you get into Hull. They're part of the Listers Group. They have various awards for customer satisfaction and I'm not surprised...they're superb.
They advertised their Customer Services a few years back in the Yorkshire Post and invited readers effectively to find fault with them. I've been going there for a few years now even though my car carries MB Doncaster badges on its plates and frankly it becomes a great trip instead of an anxious wait to see what arguments are about to come up.
Asking the reader to prove their service credentials was Hull's great puller - I went in reception and put this advert down, expecting the usual so-so treatment, but came out feeling I'd got a lot of new friends to help me in the Mercedes world. I still get the same feeling every time I go there.

 

[davidjpowell]

I'll have a think about that. I live in the Isle of Axholme so Hessle is not that hard to get to via the Humber Bridge. Takes me 35 minutes to get to Doncaster as it is.

 

[ukcodger]

I'll have a think about that. I live in the Isle of Axholme so Hessle is not that hard to get to via the Humber Bridge. Takes me 35 minutes to get to Doncaster as it is.

£2.70 over the bridge? x 2 ways..... No contest.
If you speak to Andy (or Wes if Andy's away) in Service on 01482 627788 They'll help you no end.
If you mention Dave Nock (CLK 270 CDI) Andy'll say 'Not that old xart again!'

 

[travelininstyle]

£2.70 over the bridge? x 2 ways..... No contest.
If you speak to Andy (or Wes if Andy's away) in Service on 01482 627788 They'll help you no end.
If you mention Dave Nock (CLK 270 CDI) Andy'll say 'Not that old xart again!'

Hi Dave,

On the back of your excellent recommendation,I have already sent them an email,asking them to contact me re. a 'b' service and a possible service plan,as my dealer has not yet committed to this yet.Just as people are prepared to travel distances to see a good dentist,I do not see why the same is not true for an annual car service.I will see how efficiently they will deal with my enquiry and thanks for the information.