My first experience back with Mercedes.....

[gIzzE]

I had a 2003 ML270cdi and an S320cdi a couple of years back, well 4 years ago and get really jarred off with the attitude from my local dealers, which is Norwich. Popped into BMW as it was across the road from my hair dressers and it was like a breath of fresh air, told the sales guy I was only looking round and he was still happy to show me the cars and then let me take out a 535d M-Sport.
Long story short we bought a Mini, a 535d sport touring and swapped the S320cdi for a 730d Sport in 2006.

Anyway, bought an older W210 E320 and it has a slight knocking up front, so ordered some ARB bushes and drop links yesterday over the phone, asked if they could deliver them but they don't, no problem hold them and I will get someone to cover me in the morning and come into Norwich and collect them.
Got there today and didn't get a hello from anyone, when I asked the girl on the desk where parts was she didn't even look up, just pointed over to the corner.
Got there and the guy came out, told him I was collecting the parts and also asked if by any chance the set of mats had come in as well. They hadn't which is fair enough, but that could wait, need to get the car over to the garage to get the bushes on at 11am but could collect the mats on Saturday.

Turns out there were no bushes in stock after all, just the links, bushes were ordered and would be there tomorrow or Friday.
He even took my number in case there was any problems.

So I had called in one of my staff, paid them £50 to cover me, driven into Norwich to collect the bushes, booked my car in at 11am to have them fitted and now all that was a waste because they didn't bother to call me and let me know they didn't have the part after all.
When I explained this to the parts guy there was no "sorry about that" just a shrug of the shoulders, which really wound me up.
My wife said I stayed calm and polite for once, but I was really annoyed.

Anyway, first time back into a dealers without looking at buying a car and not a good impression. They really do need to loose the attitude.

Oh, and the mats were £80!!

 

[gbjeppm]

Popped into BMW as it was across the road from my hair dressers and it was like a breath of fresh air

I would try another MB dealer, or go to an indy, especially if it is out of warranty.

 

[x332race]

I had the same poor experience with BMW dealers, thats why I have decided to swop to Mercs.....however, not sure if Merc are much better, I have come to the conclusion that all car dealers are much of a muchness (ie poor) although I am prepared to belive that there must be some better ones out there!!

 

[gbjeppm]

See this thread for other Norwich options

http://www.mbclub.co.uk/forums/showthread.php?t=46957

 

[IanA2]

Robertsons are well known.

 

[gIzzE]

I think you're right. I work in retail, albeit own a clothing and footwear shop and a footwear aganecy selling shoes to retailers around the country, and I am amazed at the attitude of some of these dealers.

If I treated my customers like that I would have closed down, I wonder if the service would improve if Mercedes suddenely announced that dealers no longer had exclusivity in a city??
I bet if there were two Mercedes dealers in Norwich the attitude would soon change.
Audi is the same, I have tried to buy cars from them on numerous occasions and never got calls returned. Maybe it is because I go in with jeans and a t shirt on?? For some reason the 60 year old buy looking at his little C180 seems to be waited on hand and foot, while I stand there like a plum.

Just remembered the last time I was in that dealership was back in March last year, I stood waiting around for nearly an hour to be seen by a sales guy, then when there was someone free he walked straight passed me to a couple who looked like the had stepped out of an M&S commercial who had been there for no longer than 10 minutes. I did actually interupt and explain I had been waiting an hour, to which the guy said he would try and find someone who could help me. He came back and said everyone was busy, but he could get me a catalogue or a coffee if I wanted to wait.
I explained that I didn't need a catalogue I was back to put down the final spec on a new S320cdi and give them a deposit. That is when we went down the road and ordered the 730d sport.

I get hundreds of guys in my shop who have gone over to BMW from Mercedes and it is nothing to do with the cars, it is purley the dealer. Unfortunately we don't have the choice of different ones like you do in some cities and Norfolk people tend to be a little insular and don't travel.

I went to Robinsons in Kings Lynnn on Sunday and the sales guy there, Chris I think his name was, was really pleasent and made it a nice experience. So they will get all my business from now on with servicing etc.
I ordered the parts from Norwich as I couldn't see what difference it made, order, collect and that's it......so I thought!!


Anyway, after all that have to say I am very impressed with the E320 W210 estate, so much so I am considering swapping my E91 sport touring for an M3 or even selling both and getting a W211 E320cdi sport instead.

 

[fyonn]

Perhaps you should have asked to see the manager and explain your issues to him. I feel that we ought to complain more, otherwise how do the people in charge know *why* you've gone elsewhere. they may do nothing with that knowledge, but at least you've doen your part.

or that's my theory anyway

 

[gIzzE]

The dealer principle did know as he plays golf with my old man, so when he turned up in a 3 month old 730d a couple of weeks later it was discussed at length.

To be fair to the sales guys some of them seem ok, and I know what it is like when you get tyre kickers all day long, but that is what seperates a sales person from someone who can really sell. Everyday you go on stage, you play a role and you are pleased to see people even if you think they are not buying, you treat them like they are special and build a rapport with them, they may look every Saturday for a year and not buy, but when the time comes to change they will come and see you and only you.
Anyone can sell to someone who wants to buy, getting someone to buy who wasn't planning to is a real art form.
So seeing lazy, judgementle, rude people on teh shop floor just winds me up.

 

[Rory]

I have come to the conclusion that all car dealers are much of a muchness (ie poor)...

I think that's generally true, and the manufacturers don't care much as customers go round and round - Audi bad, move to BMW, then Mercedes, then back again.

The only one you hear consistently good reports about is Lexus.

 

[Meldrew2]

......... I have come to the conclusion that all car dealers are much of a muchness (ie poor) ....

Well.... we all need to buy cars.... there's no alternative (apart from walking) so there is a pretty captive market.

:bannana:

 

[fyonn]

The dealer principle did know as he plays golf with my old man, so when he turned up in a 3 month old 730d a couple of weeks later it was discussed at length.

I can only hope that the discussion was relayed to the manager who might bang some heads together.

To be fair to the sales guys some of them seem ok, and I know what it is like when you get tyre kickers all day long, but that is what seperates a sales person from someone who can really sell.

but the thing is, people visit car dealers (or shops of all types) because they are interested in the item. they may not be buying right now, but if they are on the premises, they are interested. if they are interested then they may buy at some point, and as you demonstrated, just being rude means that you'll take your money elsewhere.

few cars are so exclusive that you can't find something equivalent from someone else who is prepared to treat you better.

dave