New car order (Command online) and dealer issues

[Mercy1]

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

...so you didn't read the thread Mercedes Southampton- AVOID!

 

[st13phil]

Yep due to part shortages apparantly, for such a big marque to have such extensive supplier problems seems unreal

You have a very short memory. Just to refresh it, there was a minor event in Japan in March this year that, quite apart from killing somewhere between 15,000 and 20,000 people, destroyed large swathes of infrastructure in a country that is a key part of the global manufacturing supply chain.

If you think that all is now hunky-dory in manufacturing land then I'm afraid you're living in cloud-cuckoo country. In the whole scheme of things, Mercedes-Benz still being able to produce cars at all is quite remarkable; given the circumstances, that you have to wait for a bit of optional electronics isn't.

 

[Dichtung]

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

Gawd, not MB Southampton again!

 

[hk7]

You have a very short memory. Just to refresh it, there was a minor event in Japan in March this year that, quite apart from killing somewhere between 15,000 and 20,000 people, destroyed large swathes of infrastructure in a country that is a key part of the global manufacturing supply chain.

If you think that all is now hunky-dory in manufacturing land then I'm afraid you're living in cloud-cuckoo country. In the whole scheme of things, Mercedes-Benz still being able to produce cars at all is quite remarkable; given the circumstances, that you have to wait for a bit of optional electronics isn't.

Im fully aware of the terrible situation that affected Japan, so no memory refresh required for me thank you very much

My gripe is mainly with the lack of communication from my dealer and to some extent MB for allowing me to order COMAND and now not being able to fulfil it.

As an example, when I originally ordered the car in May I wanted diamond white but numerous dealers informed me that it was not available due to the tsunami - fair enough and as it was clearly communicated it was no problem and I opted for calcite white instead.

However MB actually made the single disc-COMAND available to order after the first wave of tsunami related supplier delays (and at a discount too due to introducing the Ed125 range).
So I believe I am fully entitled to feel aggrieved and even hold out for something I feel is essential to my car (more so now that a number of members have had cars delivered very recently with COMAND fitted and mentioned how great it is).

If you feel my thread seems full of nitty complaints then there's not much I can do

I have only posted about my situation to get advice on what other MB owners would do if in my place and loads have been extremely helpful so far.

 

[hk7]

...so you didn't read the thread Mercedes Southampton- AVOID!

I'd already placed the order by then

Gawd, not MB Southampton again!

To be fair a few members did mention in that thread that they have recieved very good service from the dealership. It just seems a couple of us have been unlucky.

 

[Dieselman]

My gripe is mainly with the lack of communication from my dealer and to some extent MB for allowing me to order COMAND and now not being able to fulfil it.

You're dealing with a salesman, things aren't going well and you expected them to be attentive to that...were you born yesterday?

 

[Goldfish11]

This what I discovered when I had my problems with my local MB dealer in May. The sales man in most dealerships takes the order but does not place the order. This is done by a different team and may be centralised. When the team actually place the order the MB system only let's them order what is available. But this changes overtime as effectively you book a slot in a pipeline. This spec can be altered up to a cut off point which is generally about 3 to 4 weeks from delivery. So if your order was placed sales say they need Comand but when they come to put it on the system it can't be ordered, so they place an order for audio 20 to book a slot in the pipeline, thinking well I am sure Comand will come available again in the next few weeks and then we will just change this. So sales do not really know what is going on if communication is poor, and if they do know they may not want to tell you as it may just sort out.

Now the solution for me was to contact www.carfile.net because they deal with the people who input the order and I was put in touch with these people so I just got facts not sales B***S*** I then received weekly updates and knew precisely where in the pipeline the vehicle was and could effectively change the spec up to the cut off point.

My suggestion would be to contact Jonathan at carfile with the spec you want get him to give you a quote and check availability. He may even beat the price for you and find out what is happening in the MB supply chain, just be honest with him and tell him your story. If he comes up trumps you can cancel the order with Southampton.

Hope this suggestion is some help, I can relate to your frustration.

 

[Dr-Nab]

If they're messing you about that much I'd look at another dealership or a similar spec car with COMAND if it is essential to you (it was to me).. then cancel your order.

Had delays on the order for my E-Cab that set the date back 3-4 months but I was informed by my salesman as he found out any details so it didn't bother me because I was kept in the loop. Plus the price for part ex on my SLK was honoured despite the extra mileage/age/seasonal value.

 

[10EDD]

I don't know what is going on at the moment regarding specs, I took delivery of my new C63 last Friday (which had Command) but no sign of Parktronic. Apparently this 'no delete' option was indeed deleted on the VOC of my car and about 20 others. I've rejected the car but am having it provided for my use by the dealer until a factory investigation reveals how this occurred and gets back to them regarding what they are going to do about it. A new car is most likely which as nice as that may sound has sullied the experience as does having your wife wave you in and out of tight spaces.

Command does seem to be available, try speccing car with another dealer?
Ed

 

[Kingy68]

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.

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.

From my experiences of ordering a C220 cdi 125 (Command) Sport - Mercedes have overstretched themselves hugely in September.
I have been told by my broker (ordered via broker as Mercedes Stockport never followed up a visit/test drive and phone calls) that Mercedes Corporate took orders for 1,500 Mercs for September.
I was happy to take a C220 in September and was not worried about colour or extras within reason. I agreed to take one car and then a second (new from group stock). Both were pulled from under me. My broker gave up on the stock side of things and ended up ordering a car (build) for me in mid September which is due at the end of this month. It will be interesting to see if the car arrives on time/ to spec and if they honour the September price. Mercedes have been apologetic about messing me about, but were being a little vague about price. Their sales push (with reduced prices) was ending at end of September so prices were due to alter (increase) in October. My broker said he was sure they would hold the price but if they don't I can just reject the car which I'm ok with. I wouldn't be ordering another one though. The broker has been great but trying to buy a new car through Mercedes is like trying to herd cats! It really shouldn't be this hard.

 

[stroudwaterboy]

From my experiences of ordering a C220 cdi 125 (Command) Sport - Mercedes have overstretched themselves hugely in September.
I have been told by my broker (ordered via broker as Mercedes Stockport never followed up a visit/test drive and phone calls) that Mercedes Corporate took orders for 1,500 Mercs for September.
I was happy to take a C220 in September and was not worried about colour or extras within reason. I agreed to take one car and then a second (new from group stock). Both were pulled from under me. My broker gave up on the stock side of things and ended up ordering a car (build) for me in mid September which is due at the end of this month. It will be interesting to see if the car arrives on time/ to spec and if they honour the September price. Mercedes have been apologetic about messing me about, but were being a little vague about price. Their sales push (with reduced prices) was ending at end of September so prices were due to alter (increase) in October. My broker said he was sure they would hold the price but if they don't I can just reject the car which I'm ok with. I wouldn't be ordering another one though. The broker has been great but trying to buy a new car through Mercedes is like trying to herd cats! It really shouldn't be this hard.

I agree with you so much, if my delivery date gets moved again the order will be cancelled. I have selected the model and spec of an XF already in preparation as it appears to be chaos reigns at MB currently.

 

[hk7]

My dealer was in touch with me this week and has said that my car is in build right this minute but without COMAND and it can not be added to my order any longer. He said COMAND was deleted from the order a few weeks ago and he has blamed an admin error for the delay in notifying me.

Therefore I contacted carfile.net (thank you Goldfish11 for the recommendation) who have been extremely helpful and managed to secure me a November built slot that includes COMAND and on top of it they are even beating the price.

At this stage I obviously would like to cancel my current order and go with carfile.net but I am concerned about obtaining a refund of my £1,000 deposit (originally paid in May via credit card).

Considering they cannot supply me with the car spec I ordered, will it be straightforward if I cancel?
Does anyone have any experience in retrieving a deposit back from a main dealer?

 

[LTD]

Considering they cannot supply me with the car spec I ordered, will it be straightforward if I cancel?

Yes. They are unable to supply the goods as you specified on your order.

If they get antsy and refuse, simply tell them you will be contacting your credit card company for them to process a refund and, if necessary, a lawyer.

Be polite with your request and as hard as nails in your resolve.