Today, I had my annual Mercedes service in Birmingham (LSH Auto). In the past, the ‘Lounge’ service tier enabled complimentary access to their self-service drinks machine (cardboard cups) as one idled the hours away while the car was being attended to. This suited me fine. Now, all that has gone. Instead of the self-serve Coffee Machine, there is now a dedicated ‘Waiter’ standing behind a bar who makes your drinks, served in appropriate crockery, alongside your choice of sliced cake or croissants. Once finished, your used crockery is promptly collected. This change in customer service is, frankly, way OTT - even prententious. Let’s face it, you pay for it in your service bill. I prefer the former understated elegance of a true Mercedes’ owned dealership: not this American-style brashness. Also, the sales representatives ‘ suits have disappeared in favour of ‘Petronas’ T-Shirts. That aire of confidence in the sales representative’s ability to personally look after you has subsequently gone. They effectively looked like someone working at a much lesser brand. I’m certain others will completely disagree with my assessment of today’s experience, but I shall look elsewhere next year.