rusty door seals

[mark.t]

found some rust on top of door under rubber seals taken once to a dealer friday after explaining at length the problem, no problem our warrenty man will have a look for you service said, on arrival to service , i was meeted and greeted introduced and then she dawned her coat and inspected my car, stone chips "pardon i said" under the bloody door seals at the top, well ill get our paint specialist to have a look, can you come back, arrrgggghhhhhhhhhhhh, whats the point, ill go back monday and meet the paint man, THIS IS THE THIRD TIME IVE BEEN ON A WASTED VISIT TO THIS DEALERS,bloody orrrrrrrrfulllll, she just smiles and says sorry, but iam in shock at there customer service and convinced they know bugger all, dcuk will be hearing from me, has anyone else had the same problems with this dealer very near the m60,north manchester

 

[Paul Grainger]

Not quite the same thing, but....

Somebody ran into the back of my car. Very minor - scratch on bumper, broken plastic bumper trim.
The other driver wanted do everything through insurance. His insurance - Direct Line - told me to go to my local dealer for a quote. They accepted my preferance for an MB dealer repair without argument.

I phoned my dealer. 'No problem sir - bring the car in at 1.00pm next tuesday' (Apparently no other time would be OK for them). I put in half a days holiday (begrudgingly) and took the car to the dealer. the service manager came out, clipboard in hand, wrote down the VIN number, and said 'Right sir, you will next have to take the car to Nottingham (20 miles away) for an estimate. They can't do it now, I've booked you in for same time tomorrow'. When I enquired further, it transpired that I would have to take the car to Nottingham for an estimate - and again to have the work done. And again to collect it. And no curtesy car.

I told them exactly what I thought and walked out.

Direct Line immediately offered to repair the damage at their local contracted repair centre and gave me a curtesy car. I didn't even have to involve my own insurer.

The work was done to an excellent standard.

MB stealerships have lot to learn about customer service. Perhaps they should take lessons from Direct Line.