While I would be the first to pipe up, some people just aren’t that confrontational Rob and the reason they’re happy to pay a premium from a main dealer is because they don’t want the risk of the hassle of buying a dud and having a battleThe attitude you have described is not good enough, however if you were not happy with the car or the way the sale was handled then you could have made that clear at the time, which if not resolved then would end-up with cancelling the deal.
The service is not good enough, but your son chose not to inspect the car in advance or upon arrival, and subsequently accepted the car after the two issues were identified and not fully resolved. There was plenty of opportunities to stop proceedings.
Sorry if you feel that’s brutal but that’s an objective review of the scenario you have described. Very frustrating I’m sure, but by accepting it without agreed resolution you have ultimately accepted it which reduces your leverage with the dealer.
Like leaving a restaurant dissatisfied with the food or service, without mentioning it, and then emailing head office. By accepting the food/service it just have been acceptable, and not mentioning it prevents the restaurant remedying the issue.
Like I say, apologies if that’s not what you want to hear. Wishing you and your son the best in resolving the issue, but most importantly don’t let it sour the purchase of a dream car - those opportunities are too few in life, so don’t let it be ruined
Hi. Thank you for the suggestion. That is so useful. I will do just that.
And, as someone who has a business involved in customer journeys, this is what offends my own professional pride; if he’d have been more pragmatic am I right to assume you would have been too? If he’d have held his hands up and said “sorry, we’ve completely missed it, how’s about XYZ resolution?” you’d have been more responsive?
My experience matches a lot of yours. Like you say their attitude is appalling for such an expensive purchase. They really do not care.
I totally get your point but we’re talking about a 2 year old MB approved car here. They advertise these cars as going through a stringent 144 point check and near to showroom condition. Even minor stone chips and scuffed alloys are meant to be corrected before handover. So why the hell was a badly damaged steering column cover considered to be ok?
What is even more baffling is that it looks like all that is needed is a new cowling? Should have been an easy fix for the dealer (and it's still an easy fix for the OP, with second-hand part off eBay, though I agree that it's sad that he would have to do that).
Good call Bob.
Done
