Service Plan Refund

[Little Lofty]

To be honest none of the German Marques are renowned for great customer service, the best I've had from our German friends was from Porsche, but even that can be hit and miss from what I've seen over the years. You need to look at the Japanese brands if you want good service, it's just a pity I don't really like most of their cars, pity the new Honda NSX is out my budget. Hopefully the new consumer laws that came into effect this month might help improve their customer service skills, we can live in hope.

 

[davidjpowell]

Customer Service in the UK is all about getting rid of the customer as cheaply as they can. They are not empowered to do a thing.

I've long stopped using them to resolve anything and usually now send an email to the CEO. They don't always deal with it (although you may be surprised), but also usually have their own 'high level' escalation team that is empowered...

 

[markjay]

Cutomers Care = Customer Scare ...

 

[John]

Customer Service in the UK is all about getting rid of the customer as cheaply as they can. They are not empowered to do a thing.

I've long stopped using them to resolve anything and usually now send an email to the CEO. They don't always deal with it (although you may be surprised), but also usually have their own 'high level' escalation team that is empowered...

The thought crossed my mind, and I don't know if you mean CEO full stop or CEO of MB UK, but I wonder what MB Germany would think about this whole joke of an operation?

Or perhaps they are as bad... who knows.

 

[The _Don]

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?

Yes.

 

[LTD]

Whilst I appreciate the issues that the OP is having and that the car needs sorting properly, will the recording be legal in the event of court action ?

Whilst it recorded real events, wouldn't there need to be a formal notice given to any person being observed that they are being recorded ?

I'm thinking out loud about CCTV laws and regulations......

I'd arrange an appointment with the dealer principle of the dealership in order to get the situation resolved to a mutual satisfaction. The best solution is often attained from a level-playing field.

 

[Giantvanman]

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?

Yes, in theory. Despite cancelling an unused service plan because the car was sold before its first service, we are still waiting for the refund more than eight weeks after requesting it. It requires the service people to refund the dealer who refunds you, apparently.

If they don't refund this week, I am going to make an appointment with the dealer principle for a face to face…

 

[Liquid silver]

Yes, you can cancel the service agreement, I have just done it. MB will work out how much has been spent to date on servicing and compare how much you have paid, then do the maths. You will get either a refund or a bill less a management charge and will get a cheque in the post. I waited 4 weeks for mine.

 

[Jay2512]

Yes, in theory. Despite cancelling an unused service plan because the car was sold before its first service, we are still waiting for the refund more than eight weeks after requesting it. It requires the service people to refund the dealer who refunds you, apparently. If they don't refund this week, I am going to make an appointment with the dealer principle for a face to face…

Good luck with that Giantvanman!

 

[Bonecho]

The service contract is for a service at any dealer so why not just use another dealer rather than cancel the contract?

 

[Deleted member 6183]

Just in case any of you are going to be writing to the dealer it is Principal not Principle.

Personally I'd go to the MD of the firm rather than what is, essentially, a branch manager.

 

[Jay2512]

The service contract is for a service at any dealer so why not just use another dealer rather than cancel the contract?

The other dealer close by is awful and beyond that there isn't another worth the travel time.

 

[tonysmb]

Just in case any of you are going to be writing to the dealer it is Principal not Principle.

Personally I'd go to the MD of the firm rather than what is, essentially, a branch manager.

As above. Don't threaten anything, simply ask whether your experience of the company's service is considered acceptable. Ball's now in their court, see what their response is. Then reassess.

In answer to the service plan, my understanding is that they will refund 'unused' payments. It should clearly state in the paperwork you would have had when it was taken out.

Presumably, it's MB UK service plan and not a dealer one. They are different. Can't comment on whether terms/conditions (or Ts and Cs as the adverts say) are the same.

 

[John]

The other dealer close by is awful and beyond that there isn't another worth the travel time.

You are near Brum - take your car to MSL Performance and save yourself some grief and money!

 

[leef44]

Agreed with the constructive responses from others here. This is shocking treatment from a reputable brand. If I spent that amount of money on a new car then I would expect those issues to be rectified.

It makes sense to take the approach that you just want these issues fixed and if the dealer/service garage takes that kind of attitude then you feel it is only fair that you warn others by posting the video. So at least you are giving them the chance to sort it out without seeming to take a "blackmail" stance.

 

[leef44]

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.

There seems to be a general theme here. So when I get an MB, is there a general consensus on this forum that it is best not to set up a service plan? It sounds like a business programme whereby they take your money but provide minimum level of service. Surely this is really bad PR for them.

 

[ash59fifty-uk]

There seems to be a general theme here. So when I get an MB, is there a general consensus on this forum that it is best not to set up a service plan? It sounds like a business programme whereby they take your money but provide minimum level of service. Surely this is really bad PR for them.

I haven't had bad experience with my dealer yet, only the usual 'this needs replacing, it's worn we can replace this for you now for the price of a small house deposit, care to let us take your trousers down now or later' tactics but nothing bad so far. However, after this video being seen you just never know what goes on with our cars in the dealers hands

I'm on a service plan and it works out cheaper. Anything like brakes etc for any car I've owned, I'll go to an Indy specialist for the car. I only really go to the stealers for servicing

 

[219]

I would try for an amicable resolution with the MD of the dealership , failing which I'd be tempted to contact BBC Watchdog with my camera footage and have them shamed on national TV - much more effective than youtube .

 

[Bonecho]

The conversion you heard is I guess typical and takes place in most MB service centres away from the public's ears.

Modern cars are mind boggling complex these days and many things are a mystery to those that work on them.

In my previous life I was a service engineer in phone systems. Many a time obscure software and hardware faults reported by customers would defeat me as these things were designed by boffins for mere mortals to work on.

 

[reason42]

There seems to be a general theme here. So when I get an MB, is there a general consensus on this forum that it is best not to set up a service plan? It sounds like a business programme whereby they take your money but provide minimum level of service. Surely this is really bad PR for them.

The service plan is simply a cost saving method. The quality of service with or without is obviously in the hands of the dealership.

I part ex. my last merc when a service was just about due. They suggested to not have it serviced and I would then get a full year service plan rebate. I did this so I got back a whole year of payments via the service plan company with Mercedes.

Asside from the OP's issues with his/her car, the service plan makes most sense to get AFTER the first service and BEFORE the start of the second year of ownership - that's the sweet spot.