New car order (Command online) and dealer issues

Discussion in 'General Discussion' started by hk7, Oct 4, 2011.

  1. hk7

    hk7 New Member

    Messages:
    28
    Joined:
    May 21, 2011
    Location:
    Bedfordshire
    Car:
    2012 E220D Coupe
    Hi guys, would like a bit of advice regarding my new car order (E coupe) and lack of info from my dealer.


    A bit of background info, I originally ordered the car at the end of May but then heard of the Edition 125 and that Command was available at a heavy discount.

    So I instructed my dealer to delay the order and get me a ed125 slot. This took the dealer 2 months to sort out and he could only get a build slot for end of Oct delivery (i.e. a 3 month wait!). Ok I can bare with the wait.

    Over the last few weeks I have been trying to get in an update from the dealer to make sure all was ok.

    Thus far I had only got one update since the order was placed and everything seemed ok. So i try for another update last week and when I finally got hold of him he said that Command was missing but he would sort it out.*

    Another 9 days of him not getting back to me, I get a call saying that Command is currently unavailable and wont be until end of Nov for Dec delivery.

    So do I hold out for the Command online? Or settle for Nav20 and £785 discount?

    Also am I right to be disgruntled with the dealer as I would have expected him to be in touch as soon as he realised the order was incorrect?
     
  2. SPX

    SPX MB Club Veteran

    Messages:
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    Aug 29, 2010
    Location:
    Yorkshire
    Car:
    That one
    I would them them that I would wait for the comand to be fitted and because of their lack of communication and bad customer service you want it for free.
     
  3. loveday

    loveday Active Member

    Messages:
    138
    Joined:
    Sep 1, 2010
    Location:
    Kent
    Car:
    Brabus 450 Widestar,XKR,XFR & CLC180
    Due to their mistake I would seriously consider cancelling the order and buy a 3 month old ex demo but whatever you do don’t let them fob you off, I’m having some problems with a brand new car that I have just bought from Mercedes they really have lost their touch.
     
  4. loveday

    loveday Active Member

    Messages:
    138
    Joined:
    Sep 1, 2010
    Location:
    Kent
    Car:
    Brabus 450 Widestar,XKR,XFR & CLC180

    Sweetpea is right if you moan enough you will get it for free, I was offered free carbon fibre trim because my car arrived not as described and I moaned like hell.
     
  5. flowrider

    flowrider MB Enthusiast

    Messages:
    2,920
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    Hertfordshire
    Car:
    SL500 (R230)
    My experiences with my local MB dealers are that they will ignore you and hope you go away. They will fail to take your calls and fail to call back, even when by accident you do get through the the "salesman" who is meant to be dealing with your complaint he will assure you that he will update you shortly but then forget all about you until you try to get in touch for an update at which point the merry go round begins again.

    David
     
    3 people like this.
  6. Red C220

    Red C220 MB Enthusiast

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    Jul 30, 2011
    Location:
    Surrey
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    At this point I think I'd go to the dealer and politely but firmly cancel the order.

    Their job is to order cars - really - all they have to do is order the car with the correct list of items.

    There are plenty of other dealerships avaialble that will bend over backwards to take your order, why put up with shoddy service?
     
  7. ROBB71

    ROBB71 New Member

    Messages:
    23
    Joined:
    Jul 22, 2011
    Car:
    E Class Coupe 350CDI
    I would agree with all the above and that you should get this sorted out plus a goodwill gesture. If this dealership can't deliver then you'd think there would be plenty who would be glad of the order.

    When I got my E-Coupe in early September the COMAND with the single disc CD player was available but not the COMAND version with the multi-disc CD player so not sure if this is causing the confusion.

    In my view COMAND is a big part of the car and at the price of 785 is well worth it. I also think it will greatly aid future resale.

    Good luck in getting this sorted out.
     
    1 person likes this.
  8. stroudwaterboy

    stroudwaterboy Member

    Messages:
    52
    Joined:
    Aug 23, 2011
    Location:
    Gloucestershire
    Car:
    W204 250cdi sport
    I would go to the dealership after having checked out the online brokers, with the intention of looking them in the eye whilst cancelling. This normally works wonders, you will be amazed what you can get. I have only failed once.

    Being really hacked off is the secret and you have to make sure you tell it as it is, no being all British.
     
  9. Sean_250

    Sean_250 Member

    Messages:
    46
    Joined:
    Feb 21, 2011
    Location:
    Stafford
    Car:
    C250 CDI Sport Auto
    I had delays when I ordered from my dealer that meant I missed a pick up slot in Stuttgart. To compensate they offered me a 1/2 day AMG experience at Brooklands - which I took. Maybe your dealer can do something similar for you.

    As to Comand Online - it's great. Full postcode etc. Routes really quickly. 3D mapping for major cities is really good. It's a great extra and worth having.
     
  10. Goldfish11

    Goldfish11 Active Member

    Messages:
    846
    Joined:
    Mar 22, 2004
    Car:
    C220 CDI (09/11 - Facelift) & SLK200
    Totally agree - Comand is a major part of the car. Wait for it or get a nearly new, but don't compromise you will regret it later.
     
  11. OP
    OP
    hk7

    hk7 New Member

    Messages:
    28
    Joined:
    May 21, 2011
    Location:
    Bedfordshire
    Car:
    2012 E220D Coupe
    Thanks for all the advice guys.

    The dealer is going to phone me tomorrow once he's been in touch with MB direct, and talk me through the options I have.

    I will most certainly voice my displeasure at the lack of communication etc. Buying a brand new car (my first MB) was meant to be exciting but my experience thus far has been the total opposite :( Not what you except from a world leading car manufacturer.

    At the moment I am leaning towards pushing for compensation/goodwill and holding out for COMAND, especially as I have waited so long any way.

    I will post an update tomorrow.
     
  12. gr4z

    gr4z Active Member

    Messages:
    121
    Joined:
    Sep 2, 2011
    Location:
    Cambridgeshire
    Car:
    C350 CDI Sport Saloon 2011
    Have to say my local MB dealer was worse than useless. Never called me back, never delivered on anything they categorically promised they would - even a few hours previously. I leased in the end.

    Only issue I have to use them for the servicing. I wish I didn't have to. Such a shame to be let down by useless salesman and after sales service.
     
  13. joelr

    joelr New Member

    Messages:
    24
    Joined:
    Oct 21, 2010
    Car:
    w205 C63
    I brought a new MB back in December and has been nothing but problematic.

    I believe the root cause of the issues is that the after sales services between MB and the dealers is none existent and what causes the issues that people mention in this thread.
     
  14. gr4z

    gr4z Active Member

    Messages:
    121
    Joined:
    Sep 2, 2011
    Location:
    Cambridgeshire
    Car:
    C350 CDI Sport Saloon 2011
    What was funny they a huge poster in the garage saying they how well the MB brand was doing! I think it was second behind Apple. I almost laughed sitting at the salesman's desk.
     
  15. 10EDD

    10EDD Active Member

    Messages:
    126
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    Sep 5, 2011
    Location:
    Dorset
    Car:
    GL 350 & VW GTE
    The best course of action in this case I would say. The Command is a great option to have and if you are buying privately then also a consideration on resale.
    Ed
     
    1 person likes this.
  16. stroudwaterboy

    stroudwaterboy Member

    Messages:
    52
    Joined:
    Aug 23, 2011
    Location:
    Gloucestershire
    Car:
    W204 250cdi sport
    Have reread the original post, strikes me there is something odd going on here.

    There was clearly a huge push to get orders for build in September, I was still being offered a September build slot on 15th September!

    The lack of Comand units is also a red herring and not true as I have seen the notice issued to dealers that yes they are running short which is why the last build slots for 125 being offered were supposed to be end of October, now plus a bit, I am decade 1 November.

    Certainly I understand that they are all being used for production which makes you wonder, did they not cancel the order and now have the car waiting to go and they were hoping to just put in the Comand to make it a 125 and you wouldn't notice? But now have come unstuck as they can't get the Comand units.
     
  17. OP
    OP
    hk7

    hk7 New Member

    Messages:
    28
    Joined:
    May 21, 2011
    Location:
    Bedfordshire
    Car:
    2012 E220D Coupe
    Quick update - I phoned the dealer yesterday and he explained that my car was on a 'critical' list that all dealers receive once a month notifying them of cars that have missing specification.

    I asked why this was not communicated to me as soon as and he blamed the dealership admin staff, the person in question has apparently been fired since. (Don’t think I’m gullible enough to believe that but what can you do).

    He also added (to try and comfort me I guess) that COMAND is currently unavailable across all models (C, E etc) and that you can not at the moment order the C in the sport guise, no good to me though as it doesn’t really help me at this stage.

    He said he will get in touch with MB as soon as and see if/when I will be able to have COMAND fitted to my order, but typically I have not heard from him as of yet.

    I then sent him a firm email confirming the contents of our call and also stating my disappointment at the whole situation and that I would definitely be looking towards some sort of goodwill/discount if I am to hold on to the order. No response to that either so far.


    I will be giving him a ring tomorrow and see how the situation has progressed.
     
  18. Mercy1

    Mercy1 Active Member

    Messages:
    620
    Joined:
    Dec 14, 2010
    Car:
    It's a car - just a car!
    I don't get this - Comand unavailable on cars...No C Class in Sport!! Is MB in freefall??:dk:
     
  19. Mercman786

    Mercman786 Active Member

    Messages:
    123
    Joined:
    Apr 16, 2011
    Car:
    W204 C180k Sport
    What mercedes dealership is this?
     
  20. OP
    OP
    hk7

    hk7 New Member

    Messages:
    28
    Joined:
    May 21, 2011
    Location:
    Bedfordshire
    Car:
    2012 E220D Coupe
    Yep due to part shortages apparantly, for such a big marque to have such extensive supplier problems seems unreal.


    MB Southampton. I live in Bedfordshire but I was happy to deal with a dealership such a distance away because they were recommended to me by a friend (he knows a manager there). Can't say im too happy now however :(
     

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