Service today, it should have been so easy!

[Scooby_Doo]

When I booked my car in for a service today I mentioned that I might have found the source of the rattle in the Pano roof to which the reply was - " I'll make a note of it but won't book it in for diagnostics because they have to lube the roof anyway". Fine I thought.
Since they trashed one of my alloys during service a few years ago I always insist that they do a quick walkaround of the car to avoid any disputes when I get the car back.

Got there about 8.05 this morning and the conversation went as follows :

Me - Good morning I've booked my car in for a service today,
Receptionist - What is the reg No and can you pop the keys in this bag please.
Me - Fine , but can someone come out and check the car please.
Receptionist - What's wrong with the car
Me - Nothing
Receptionist - Why do you need someone to look at if there's nothing wrong
Me - So they can see that there are no marks on it and the alloys are OK
Receptionist - We don't do anything like that Sir,
Me - you're done it for the past 10 years and I need to show somebody what the problem with the roof is
Receptionist - You're only down for a service , we can't do any repairs today ,
Me - I mentioned it when I booked the service
Receptionist - (picks up the phone and tells somebody that I want somebody to look at my car although there's nothing wrong with it.)
Receptionist - Somebody will be with you now.

Out comes a young lady who's looking after my booking :

She - what's wrong with your car ?
Me - nothing , I just want you to have a quick check to make sure that there are no marks on it and show the problem with the roof.
She - ( after having a cursory look around the car ) we can't do anything with the roof today, it's not on my sheet , service only.
Me - I mentioned it when booking and was told it would be looked at.
She - We're busy today so we can't do anything to the roof , we might need parts.
Me - I mentioned it when booking and it's been in 4 times before and hasn't been fixed.
She - We can't repair the roof today but I'll mention it to the Warranty Advisor.
Me - ( Had enough now ) I booked a courtesy car
She - Oh I'll go and check

GLB courtesy car provided and drove home.

WHY HAVE THEY GOT TO MAKE IT SO DIFFICULT.

RANT OVER

 

[Deleted member 65149]

It's amazing that any of us still have hair on our heads!

 

[Rory]

To be fair:

"She - what's wrong with your car ?
Me - nothing ....... and show the problem with the roof."

Doesn't make a lot of sense!


Sweeping generalisation: All dealers are completely usesless - it's taken 3 days to book daughter's SEAT in for service. I tried to go around the call-centre by calling the garage direct - they spoke to me (eventually) but referred me to the call centre to make the booking. Only the system was down, but not down enough that they couldn't absolutely insist that the car must have a coolant change at 2yrs old. They're just stealing money off people.

I also booked wife's VW in, but I have the service manager's email and he gets someone to call me. I still had to walk them through the additional items - I only car as the car has an extended warranty -but presumeably they must never change brake and Haldex fluid, last time they did the Haldex their system had the wrong interval, it'd been wrong for 2yrs.

 

[W1ghty]

I’m feeling stressed for you buddy

 

[chic0821]

The service advisor at Jaguar/ Land Rover as a matter of course would come out with a check sheet & have a look round the car with me, previously with my Ftype & still with my Range Rover.

 

[Pathewolf]

Wow! Do they really want you to keep coming back when they are so indifferent to you as a customer!

Not exactly inspiring any confidence that they will look after your car in the right way! I understand they are busy, but what happened to "the customer is always right"!

 

[Scooby_Doo]

To be fair:

"She - what's wrong with your car ?
Me - nothing ....... and show the problem with the roof."

Doesn't make a lot of sense!

The conversation I posted was slightly abridged regarding the "what's wrong with your car" . I mentioned the roof as a last resort as I couldn't get her to contact anybody to check over the car.

It gets better - had a text to say the car was ready for collection and at the end of the text was a message - replace roof seal £89.00
????????
Called the dealer and was told that the car was out warranty, replied that it's been in 4 times during warranty but still a problem , sorry not on our digital records. I asked if it was covered under the extended warranty , sorry , no, seals are not covered.
Upshoot of it all is she will dig out the hand written records and check if the roof was noted and speak to the seevice manager when he's back in tomorrow.

 

[Harrythedog]

In fairness they are probably acting under the instructions of some bean counter

 

[Rory]

In fairness they are probably acting under the instructions of some bean counter

Yes - the problem is that dealer staff are targeted by their group head offices to screw as much money out of customers as possible. If they don't hit the targets they get fired. That doesn't make a for a happy relationship.

 

[Scooby_Doo]

It's like talking to a robot sometimes. I was quite calm and pleasant about it all , not her fault. What she should have done before anything, considering I'd told her that it had been in for the fault 4 times already, was to check the paper records first and not relying on the digital record.

 

[Martin 1]

What a bloody nightmare, I don't know what's become of MB ? At Sytner Northampton you have to see a receptionist who then goes and gets another receptionist, who goes away to get someone to answer any questions, that's usually a boy in a suit, who then has to go and ask a technician, and if it's more complex than plugging in a new part, being a tech and not a mechanic he won't know, eventually I got hold of the service director, who, after sounding distraught, sorted things out, this is no exaggeration, it's what actually happened, step by step ! DEALERS 0, INDIES 10.

 

[SpikyMikey]

What a bloody nightmare, I don't know what's become of MB ? At Sytner Northampton you have to see a receptionist who then goes and gets another receptionist, who goes away to get someone to answer any questions, that's usually a boy in a suit, who then has to go and ask a technician, and if it's more complex than plugging in a new part, being a tech and not a mechanic he won't know, eventually I got hold of the service director, who, after sounding distraught, sorted things out, this is no exaggeration, it's what actually happened, step by step ! DEALERS 0, INDIES 10.

Completely mirrors my one and only visit to an MB dealer for a recall, erm I mean "Technical Enhancement". Why it is necessary to run the gauntlet of 2 different receptionists before you get to a service advisor is beyond me.
When I go to my trusted indy for any work, I drop the keys at reception, confirm the work and my contact number and I'm away (although 9/10 times the boss will stop what he's doing to have a quick chat about life in general.)

 

[Benz17]

That doesn’t inspire confidence, my previous W211which I had for 8 years, only used Terry at W Gates, Harrow, with my W213 the first service in my ownership, July 2020, but the 3rd service for the car, also used Terry, have to say, top bloke and never had any problems with his work.

But with the Nox and adblue issues, i thought I would keep it in the dealer network, just in case I need goodwill in the future, and last year MB were giving 20% discount on service plans, so £1200 seemed good value, i after careful consideration took the 3 year service plan, covering 4/5/6 service, B A B, so tomorrow it’s booked in for my first ever MB service, at MB Brooklands, it’s a 90 minute drive, but they seem to get good reviews, and Markjay also recommends them, but am a bit apprehensive, on what to expect.

Front brakes/disk were changed by Terry in February, rear brakes/disks have plenty of life, tryres have 5mm all round, so I am wondering if they will “find” any additional work. Has 22k mikes, and have no problems to report, so should be a straight forward job, I have just spent 2 hours or so giving it a wash, so they won’t have to give it a wash and swirl, and I have told them I will wait there whilst being serviced.

 

[chic0821]

Oh dear, my S63 is going in on the 30th for a service. The car says its a B service, but when I bought it last year (not from MB), I insisted that part of the deal was for it to have a B service at MB, which they did & covered transmission oil & filter, plugs, timing belt & 1 ignition coil, which showed up faulty, plus the usual service items, which came to £1523.39, which I bet they were happy with
So this year it only needs an A service, especially as its only done a few hundred miles. When I phoned up about the service I told them that & they agreed it only needed an A service, however when they emailed the confirmation about 5 mins later it said a B service. I have a two year service plan which is A & B, but dont want another B after only a couple of hundred miles. I see problems looming

 

[Martin 1]

I'm curious that you put the words "dealer" and "goodwill" in the same sentence ?

 

[Benz17]

I'm curious that you put the words "dealer" and "goodwill" in the same sentence ?

I know, one can only hope, but my wish would be that I don’t get any of the said problems, and therefore won’t have to test the theory.

 

[Martinjs]

When I booked my car in for a service today I mentioned that I might have found the source of the rattle in the Pano roof to which the reply was - " I'll make a note of it but won't book it in for diagnostics because they have to lube the roof anyway". Fine I thought.
Since they trashed one of my alloys during service a few years ago I always insist that they do a quick walkaround of the car to avoid any disputes when I get the car back.

Got there about 8.05 this morning and the conversation went as follows :

Me - Good morning I've booked my car in for a service today,
Receptionist - What is the reg No and can you pop the keys in this bag please.
Me - Fine , but can someone come out and check the car please.
Receptionist - What's wrong with the car
Me - Nothing
Receptionist - Why do you need someone to look at if there's nothing wrong
Me - So they can see that there are no marks on it and the alloys are OK
Receptionist - We don't do anything like that Sir,
Me - you're done it for the past 10 years and I need to show somebody what the problem with the roof is
Receptionist - You're only down for a service , we can't do any repairs today ,
Me - I mentioned it when I booked the service
Receptionist - (picks up the phone and tells somebody that I want somebody to look at my car although there's nothing wrong with it.)
Receptionist - Somebody will be with you now.

Out comes a young lady who's looking after my booking :

She - what's wrong with your car ?
Me - nothing , I just want you to have a quick check to make sure that there are no marks on it and show the problem with the roof.
She - ( after having a cursory look around the car ) we can't do anything with the roof today, it's not on my sheet , service only.
Me - I mentioned it when booking and was told it would be looked at.
She - We're busy today so we can't do anything to the roof , we might need parts.
Me - I mentioned it when booking and it's been in 4 times before and hasn't been fixed.
She - We can't repair the roof today but I'll mention it to the Warranty Advisor.
Me - ( Had enough now ) I booked a courtesy car
She - Oh I'll go and check

GLB courtesy car provided and drove home.

WHY HAVE THEY GOT TO MAKE IT SO DIFFICULT.

RANT OVER

Because they are indoctrinated into a system that has been proven to work for them. Another example is when you mention a well known fault that you want to be addressed under warranty and they deny all knowledge, “no we haven’t seen any issues like that”. This despite the fact that it is all over owners fora and quite often MB have issued a service advisory on it. I have had this at least 4 times over the years.

You feel like questioning their expert status, or their interest in the brand, but whats the point? they are lying, you know they are lying and they know that you know. But they are holding the dealership line.

Good independents know all the same stuff but are keen to share their knowledge, it builds your trust in their expertise and experience.

I‘m like you though, if they loosened up and tried to see things from what they laughingly refer to as the “highly valued customer“ perspective they might get an easier time from their customers.

We are highly valued by them ………. but only because we have money.

 

[mioba]

Grrrrr.

Problem with dealers now is you need to go past 3 people before you can speak to anyone with any common sense.

Receptionist calls service, service callls your service specilaist for the day, service specialist calls service manager, service manager gives job sheet to workshop manager, workshop manager gives jobsheet and service task to one of the mechanics. and there in lies the problem. if one part of your request is lost its all goes Pete Tongue.

Many years ago (in the time of my w124) the person you spoke to was the person who got the thier hands dirty and actualky fixed the car.

 

[John]

Incredibly-frustrating jobsworth dealer. It's like they enjoy winding-up customers...

Not all dealers are like this although I know a lot are shyte.

I've used MB Tonbridge for a good few years now when required for warranty work and they are totally the opposite.

I usually book the car in by phone but sometimes I've had to rock up and show someone what is not right or I've added stuff to "the list" on day whilst sat handing over the key etc.

You usually go over from the main entrance to the service department and the very-friendly and very-helpful lass on the desk there is very welcoming and makes you feel like she is on your side right from the off.

No messing around and they call your allotted rep.

That's your contact throughout.

They've got it nailed and they are consistent more importantly.

Never had a duff service from them and I must have been there a dozen times over the years even though it's a bit of a trek.

I think they once made a mistake where they thought I was moaning about my "Magic Wipers" when in fact they were supposed to replace one of the wiper arms. I got a brand new pair of wiper blades out of it though so I wasn't bothered...

I've even bought a car on behalf of someone else from them because they are that good.

 

[Fastcar155]

Hi , I feel that the real issue is that MB UK appoint the same company to represent over a large area.

No real competition !