Service Plan Refund

[Jay2512]

When purchasing my car I took out a 3 yr service plan, on the basis that I've not yet reached my first service would it be possible to obtain a refund and cancel the plan?


Following the dealer having my car for the last few days and my dash cam picking up a few choice conversations I'd now rather find a specialist to carry out future service work and not return to the dealer.

 

[Red C220]

Worth addressing these conversations with the dealer?

 

[Jay2512]

Worth addressing these conversations with the dealer?

Well, tbh I'm giving up. They had multiple efforts to fix this car and after 3 long days I collected it yesterday with it being no better than arrival but had left with a few other items to add to the list.

Watching & hearing the dash cam has just pushed me over the edge....... I don't want to have a confrontation with them, rather just move on.

 

[ash59fifty-uk]

Very intriguing, what were these choice conversations regarding, your car?

 

[Little Lofty]

I was told if I sold the car and hadn't used my pot of money for a service it would be refunded, I'm not sure if that applies to a cancellation or if you do have to sell the vehicle.

 

[el rapid]

I have an on going issue with Mercedes Customer Service and my local dealer.

The dealer having let me down, I contacted customer service, explained the situation, and told them that I didn't want to be contacted by the dealer, as I wanted them to act as an intermediary.

The next phone call I got was from the dealer, some what put out that I had gone to customer service. I wasn't happy that the dealer was calling me so I went back to customer service, to complain.

After 3 attempts to get my issue sorted out Ive had enough of this merry go round, that I'm going to take my car to an independent to be sorted out.

My experience of Mercedes after care and service, is just like the company promise "All or nothing at all", or perhaps it should be "We got all your money for the car, and know you get nothing at all"

Good luck and all the best with you problem, but in my experience don't rely any help from customer services.

Steve

 

[markjay]

...Following the dealer having my car for the last few days.... I'd now rather find a specialist to carry out future service work and not return to the dealer.

Can't answer the refund question but just to say I fully support your decision. Been in the same situation with substandard main dealer service (though no Service Plan) and never went back to the dealer. Some very good specialists are forum members on here. Hope you can get a full refund.

 

[markjay]

..The dealer having let me down, I contacted customer service, explained the situation, and told them that I didn't want to be contacted by the dealer, as I wanted them to act as an intermediary.

The next phone call I got was from the dealer, some what put out that I had gone to customer service. I wasn't happy that the dealer was calling me so I went back to customer service, to complain.....

The sole purpose of MB UK customer service is to channel the correspondence back to the dealer and remove themselves from the process.

If you persevere (letter to the MD etc, motoring press) they might reluctantly pretend to be taking some action.

In reality they have no clout and no sanction against the dealer, even with regards to MB UK-owned dealerships... and the dealers know this, so are not detered by customers threatening to involve MB UK in a dispute.

 

[Jay2512]

Can't answer the refund question but just to say I fully support your decision. Been in the same situation with substandard main dealer service (though no Service Plan) and never went back to the dealer. Some very good specialists are forum members on here. Hope you can get a full refund.

Thanks Markjay. Hopefully they will refund.

 

[Jay2512]

Very intriguing, what were these choice conversations regarding, your car?

The service manager had taken the car for a test drive following the workshop messing. As the car is suffering with a lot of creaks and rattles, he tried it to see how good the so called fixes were. On returning the dealer he pulled over next to the salesman, lowers the window and shouts "this car will never be quiet" - "need to educate the customer that that's the way it is" Another issue with the car is the collision mitigation is randomly triggered (both a beep and sometimes braking) by nothing at all. Again he passes comment on this as "I've driven it for an hour now and it's only gone off once" salesman replies with "I've been in 4 different cars this week and all have had a similar problem, surely not right?" Service manger says "well don't know what the problem is, he will just have to put up with it" Later on the camera capture both the service tech and I believe service manager discussing the speaker issue. Service tech States "I've been through his list of problems, and I can't fix this one" reply from service manage "that's the way it is, nothing F**king wrong with that" As a customer listening to the conversations I get the feeling that the service team couldn't be bothered with the vehicle and considered my list of faults as acceptable for a £44k motor and that I as the customer should be educated to just accept it. Funny when collecting the vehicle no one wants to educate me! I would never have looked at the dash cam if when on my return home the car has just the same amount of faults along with a few others which mad me think - what have they been doing with the car? Maybe I'm being a bit picky, but after spending hard earned money to buy this car I'm somewhat deflated with the experience.

 

[ash59fifty-uk]

Jesus, that's terrible

Both by what it has discovered them saying, and the fact they didn't even realise the dashcam could possibly still be on. I'd be providing the evidence to somebody high up and get something arranged at least

Again proving another advantage of a dashcam

These cars certainly aren't cheap, but we knew that when we bought them. However at the premium you'd expect to get the premium service and guidance from the brand itself

If you're completely washing your hands of them, stick the video up on Facebook, set it to public, sit back and let it bite them in the ****.

 

[Little Lofty]

I would copy the footage and send it directly to the dealer principle, try and get his email address. I would attach a note saying if he thinks it's acceptable and is unwilling to rectify the problems you will also post the footage on here and YouTube.

 

[crockers]

I would copy the footage and send it directly to the dealer principle, try and get his email address. I would attach a note saying if he thinks it's acceptable and is unwilling to rectify the problems you will also post the footage on here and YouTube.

I wouldn't threaten as that's blackmail...I'd just ask him what his opinion is?? If the answer sucks then I'd post it.

 

[markjay]

That is absolutly shocking...

None of these people should be working in the service industry. They simply have the wrong attitude and wrong state of mind.

In our company we do not allow staff to pass comments on clients in internal conversations. It creates an ethos that is difficult to eradicate.

I tell our service staff that the product we sell is Customer Satisfaction... if the customer is not satisfied, we did not supply the goods, regardless of how hard we might have worked.

 

[Little Lofty]

I think it's only blackmail if the OP makes a gain he is not entitled to, I think he is entitled to these problems being sorted. Anyway crockers is being more sensible than me, probably best not to threaten someone especially by email, but I'd still make sure someone high up gets to see the footage. They should, but they probably won't get into to trouble for making the comments, as poor customer service only comes from the top IMO. However they should get strung up for being caught red handed making them.

 

[Deleted member 6183]

Despite feeling uncomfortable about spying on people going about their business I would be sending this footage to MB UK, copying in several key department heads.
I would want to be out of the car and be pushing for a full refund plus some on top for my inconvenience and to sweeten the sour taste left in my mouth.

 

[Red C220]

I agree with the dealer principal route. Explain you have footage (from your dashcam) of his employees he needs to see, arrange a meeting and sit down in the same room as it plays.

Then turn to him and ask how he wishes to proceed.

No need for Youtube or anything else, you're asking for a degree of compliance and the angle I'd go for is none of this goes any further if you replace the car.

 

[zipdip]

Yes go with the advice of Red c220 the top people are reachable ,it is just that nobody tries too,keep us posted on this.

 

[Jay2512]

Thanks for the comments everyone.

At least it gives me comfort that my expectations are not too high or unreasonable.

As you state Red C220 I think I will opt for the principle approach with the video, get his opinion before I go to war.

 

[Tiim533]

MB UK just kick everything back to the dealer. I had huge problems with a new car delivery and MB Customer Service were utterly woeful, unhelpful and bordering on downright rude.

MB UK is the weak link. It's not fit for purpose.