Not impresses with Merc customer service so far...

[SavMan]

This sounds like a conversation I have with my wife,

I must have forgot to do something because she doesn’t seem very talkative, in fact she has been pretty quiet for a couple of hours I wonder what’s wrong. I know I'll ask her, her response nothing is wrong so I push for more info, the next answer "well if you don't know I am not telling you"

 

[John]

Just out of curiosity how is the "company" supposed to know if it is giving a bad service unless you tell them

By what I said in post 37.

I used to run an IT Service Desk and I sent out customer surveys to find out how we did.

Of course I would also expect some people to voice their displeasure or contentment at the service they had received coincidentally.

I wouldn't necessarily expect everyone who had had a bad service to come and tell me (although I admit that would be easier).

I don't feel it is their job to improve my team's customer service - and therefore it is my job to find out what is going wrong...

 

[SavMan]

By what I said in post 37.

I used to run an IT Service Desk and I sent out customer surveys to find out how we did.

Of course I would also expect some people to voice their displeasure or contentment at the service they had received coincidentally.

I wouldn't necessarily expect everyone who had had a bad service to come and tell me (although I admit that would be easier).

I don't feel it is their job to improve my team's customer service - and therefore it is my job to find out what is going wrong...

And one of the ways you found this out was by the customer telling you, whether it be by them contacting you or you soliciting feedback.

In the end it is the OP's prerogative if they don’t want to tell the person or company that they are unhappy with the service (or lack of in this case) but still make sure to take the time to post it on a forum with regular updates of "still not heard anything"

 

[Mercy1]

I think you are kidding yourselves if you think that customer surveys or feedback have any real place in commerce. Managers, if they are any good at all, know the capabilities of their staff without us telling them. If they don't they shouldn't be managers.
This case in point, SammyC is p*ssed off because salesman did not ring him back as promised. Now what if said salesman had this week become so busy he sold 15 cars, booked a score of AMG experiences, and lined up solid prospects of sales for next week.
The phone just did not stop ringing boss. But sorry boss, I didn't quite get round to phoning back one guy who asked for a test drive, perhaps I'll try when I get a moment...
I wonder which will carry more weight with the boss - the salesman's top sales returns or Sammy's complaint about a missed test drive??

 

[krisw123]

I must speak out in support of MB Winchester part of Ridgeway Group. I spent almost a whole day there having just turned up on spec. Test drove 3 cars with absolutely no pressure or arrogance. Very friendly and relaxed and in the end produced an irresistible offer on a new C Class Coupe. Personal introductions to everyone from Sales Manager to service receptionist. . All in all an excellent experience.

 

[crockers]

Parking sensors or a camera?

Deleted

 

[crockers]

Wrong section. Oops

 

[SavMan]

I think you are kidding yourselves if you think that customer surveys or feedback have any real place in commerce. Managers, if they are any good at all, know the capabilities of their staff without us telling them. If they don't they shouldn't be managers.
This case in point, SammyC is p*ssed off because salesman did not ring him back as promised. Now what if said salesman had this week become so busy he sold 15 cars, booked a score of AMG experiences, and lined up solid prospects of sales for next week.
The phone just did not stop ringing boss. But sorry boss, I didn't quite get round to phoning back one guy who asked for a test drive, perhaps I'll try when I get a moment...
I wonder which will carry more weight with the boss - the salesman's top sales returns or Sammy's complaint about a missed test drive??

Let me see people that thought the customer did not matter just profit

Gearld Ratner
David Shepherd
Matt Barrett
Alain Levy

 

[John]

In the end it is the OP's prerogative if they don’t want to tell the person or company that they are unhappy with the service (or lack of in this case) but still make sure to take the time to post it on a forum with regular updates of "still not heard anything"

The point here is not about how much time you are spending when you could be contacting them - it is the principle...

Posting on here is more cathartic and it highlights to others not to bother with that dealer.

If you as a sales person are so stuck up your own backside, why should I make it easier and do your job for you.

At the end of the day - the sales person has been contacted in good faith, in this case by SammyC and they cannot be arised to contact her back - it's not really a difficult issue which requires immense troubleshooting skills and training - it's a telephone call.

This tipifies the likely support you are going to get using that sales person and possibly the whole dealership... why bother.

In reality, I imagine there are plenty of good dealers so vote with your feet!

 

[SavMan]

I just don’t agree it sounds like:

Don't cause a fuss and let’s just go somewhere else that might treat us better. If that does not work just continue to get trodden on and eventually we might find someone that will treat us with respect.

Not for me, if I don't get the service I expect I make damn clear to the other party what they need to do to remedy the situation.

Each to their own I suppose.

 

[neilrr]

50 posts because someone didn't return a phone call.

Is that about it?

 

[SammyC]

Well to update you all.... lol

Went to Guildford branch and spoke to a very nice chap who was very professional.

Got plenty of info and seemed very accommodating.

Did some agility quotes with me and test drive to be arranged.

Told them the issues at Brooklands and they said something along the lines of... 'too many chiefs'..... lol

 

[MYML270]

Unfortunately we have only one dealership in our city, the other one is 250km away.

This has led to a "don't give a damn, attitude"

In the past seven years I have tried to buy three mercs from this dealership, each time have been treated like S&^t.

Salesmen who are rude, don't bother ringing back, make appointments for a test drive and then are not there when you turn up, etc.

The first time, I wanted to purchase the ML270, everything was just too hard and on finding out what profession I was in, began to bag the type of clients I had to deal with.

Not liking the who attitude thing, I purchased somewhere else and told the principal dealer.

The second time, gave them the courtesy of trying again, nothing had changed.

The third and most recent time, tried again. The service was even worse.

That's three Mercs this fool has not sold and I certainly do not go to his service department, they have even got a worse reputation.

Of course, when you are one of only two dealerships in the state and the only one within two hundred and fifty kilometres, the sales figures must stack up.

How many customers do they lose to other brands?

KenM

 

[tacfoley]

Did some agility quotes with me and test drive to be arranged.

Please explain 'agility quote' to this poor igerunt person.

tac

 

[tacfoley]

Unfortunately we have only one dealership in our city, the other one is 250km away. Of course, when you are one of only two dealerships in the state and the only one within two hundred and fifty kilometres, the sales figures must stack up.

Sir - you write '250km' and 'state' so you cannot be in Canada, so whereabouts are you?

tac

 

[raymont]

Please explain 'agility quote' to this poor igerunt person.

tac

Agility is MB name for finance offers.

 

[Troon]

Sir - you write '250km' and 'state' so you cannot be in Canada, so whereabouts are you?

With an XR6 Turbo, I'm guessing Australia.

 

[Khamen]

I had a similar experience with Wood BMW in Salisbury. They failed to return 3 calls asking about availability of test drive in an M3.

Salisbury MB returned my call within 15 minutes and offered a test drive in a C63 the same afternoon. I bought the C63 (obviously) and never even drove the M3. If someone can't return a call I am not going to trust them with looking after a new car

K

 

[Sp!ke]

No offence, but Brooklands deal more in the big spenders buying black series, Maybachs etc. they probably can't be bothered with you.

Try a regular dealer and not a marketing office.

My experience of buying a lowly Smart at Brooklands was far from how you describe. I felt very well looked after and even had the same unveiling ceremony as Jenson Button.

 

[MYML270]

Sir - you write '250km' and 'state' so you cannot be in Canada, so whereabouts are you?

tac

"Troon" A Very good guess.

Hobart, Tasmania.

The other dealer is in Launceston, at the top of the island.

Cheers

KenM