Stunned by dealer comment

Discussion in 'General Discussion' started by andyjenkins, Oct 3, 2011.

  1. andyjenkins

    andyjenkins Hardcore MB Enthusiast

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    My 2 year old C250 went into the dealer today for a B service, plus some warranty work (drivers door handle has broken, passenger side wing mirror opens with a horrible creaking noise). Seems that there's always something wrong with this car (after the infamous injector problem that caused me to have a breakdown).

    Car booked in - and for the privileage of paying them £421 for a B service, I would have to pay an additional £12 for a courtesy car for insurance excess. No way Jose! Wife picked me up in her Red Alfa (should have seen all the MB mechanics looking at the Alfa - like it was some kind of alien - "its a, its a ...... COLOUR!" I heard one of them exclaim.

    On the way out I saw who I know to be the MD of this dealership. I approached him and made clear my feelings. His reply ?

    "We don't make the cars Mr Jenkins - we only sell them".

    Now, maybe I'm seeing too much in this - but this is probably the worst thing a dealership could have said. And to top it all - it was the MD that said it!

    Stunned. My colleagues in work were right to go with BMW I think.
     
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  2. st4

    st4 Banned

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    Guess you know what to buy next time around :D

    He probably was having an off day, but still, its indicative of a place thats complacent and lacking the customer focus needed to give a good aftersales service.
     
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  3. OP
    OP
    andyjenkins

    andyjenkins Hardcore MB Enthusiast

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    It would be a crying shame that steve .. My brain says "goto BMW". My heart says "stay with the three pointed star".

    Heart usually wins in these matters.
     
  4. dulayj

    dulayj Hardcore MB Enthusiast

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    Agreed poor customer service.Im afraid you will find examples from all car dealers including BMW.
     
  5. SPX

    SPX MB Club Veteran

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    He was just being brutally honest.

    Besides the injector problems, I'm not too sure what your problem is here? That you actually have to pay for servicing, that most Mercedes are silver/grey/black, etc etc.

    The other bits are warranty work, which probably every car ever made will have done.
     
  6. Alps

    Alps MB Club Veteran

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    go with another dealership!

    you will find the same with BMW, you get good and bad dealerships
     
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  7. WDB124066

    WDB124066 MB Club Veteran

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    It is not just about selling cars is it.......??

    You would not get that comment at a Toyota Dealership, not without the boss being in deep sh1t from head office.......
     
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  8. Druk

    Druk Administrator Staff Member

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    These are my thoughts as well. I did think Sweetpea was being a bit unfair with the comments above.
     
  9. OP
    OP
    andyjenkins

    andyjenkins Hardcore MB Enthusiast

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    Really? Event from a Sales of Goods Act his statement is wrong at best. From a consumer "customer service" point of view his statement is damaging to the Mercedes brand and risking customer retention. Even the Dealer Franchise would be at odds with this I think you'll find.

    Yes, they do not make the cars, I agree - but they own the entire relationship I have with Mercedes.

    I had the car's first service FOC after the injector problem. The comment on colour was in jest. I guess my humour is too dry.

    Your right. My "beef" was just a word to the MD, as someone who can easily provide feedback to MB that customers are unhappy about build quality. Should a 2 year old car really be having squeeky wing mirrors and door handles braking? On a car that cost inexcess of £37k ??????
     
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  10. davidjpowell

    davidjpowell Hardcore MB Enthusiast

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    I think that many of the MB dealerships are now group or MB owned. The days of the smaller 'single' dealer are long gone.

    This is a shame, as certainly the better dealership experiences that I have always had are without exception from the smaller 'single' dealerships.
     
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  11. clk208

    clk208 Hardcore MB Enthusiast

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    Slightly off-topic, but - could be worse - I have a friend who works for a recently opened Alfa dealership and he is astonished at the brand new vehicles being sold. Many are delivered with defects brand new and others have have some really serious problems and very unhappy customers bringing the cars back with less than 1000 miles on the clock. Defective gearboxes, electrical gremlins and a host of other issues.

    He quite fancied having an Alfa himself until starting work here and now says he would not touch them with a bargepole!

    On cue I was meeting this friend at a pub quiz a couple of weeks ago, parked up on the road and a newish Alfa pulled up behind with steam coming out of the bonnet. I directed the lady to "my friend who works for an Alfa dealer" who was in the pub. He was not happy needless to say, something about having to deal with this all day everyday. :devil:
     
  12. SPX

    SPX MB Club Veteran

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    I'm sure the op would have come across better saying it in person, it's just it seemed a bit whiney, which I can see now is not the case. He's obviously not got the treatment befitting of any car maker, nevermind a Mercedes.
     
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  13. SPX

    SPX MB Club Veteran

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    I'm not really trying to stick up for them, I can see how his comment has obviously wound you up. It may have just been an off the cuff remark that's been taken the wrong way.
     
  14. OP
    OP
    andyjenkins

    andyjenkins Hardcore MB Enthusiast

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    I know Sweatpea .. we're all friends here ;o)

    I work in corporate land ... these days, its not enough to just provide a service - its all about ownership, relationahip and responsibility as well.

    I have no doubt that the dealership will put right all the issues I raised with them. They may even wash the car for me (they'd better after paying them £421 lol). Its just the remark that got me a bit stunned.

    Anyway - said MD, said he would "personally oversee the work done on the vehicle". But I had to laugh when he said "and get the service manager to call me with an update" ... he doesnt know how to use a phone ?

    We'll see what happens at the end of the day.

    Thing is .. I'm so easily bought .. if they could'nt fix the car today and said "Mr Jenkins - have the SLS we have on display until we've fixed your car next month", I'll be back here singing the praises of the dealership and the MD lol
     
  15. stroudwaterboy

    stroudwaterboy Member

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    Another way of looking at it is that he is a management specialist, most of which get to the top by shooting from the hip and telling people how it is. He employs people that are good at the front of house stuff and pouring oil on troubled water.

    Perhaps for a person to complain to the customer service manager may be best rather than the MD, although so saying I would hope that the MD asked the customer service manager to follow up and find out if you had a good reason for being dissatisfied.
     
  16. Benzowner

    Benzowner Hardcore MB Enthusiast

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    Most MD's these days are accountants and as such have no customer relations whatsoever. All they are interested in is balancing the books. There are also many many MD's who know litte if anything about the business they are in, but they usually know how to employ people that do. If you are really offended by his attitude, take your business elsewhere.
     
  17. crockers

    crockers MB Club Veteran

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    What else besides a B service are you getting for that price? Brake fluid change? Filters ?

    if not you are paying way over the odds...
     
  18. Mactech

    Mactech Hardcore MB Enthusiast

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    I almost understand why someone might expect less concerns on a more expensive car from marketing perspective, but from an engineering point of view the less cars produced on a given mechanical platform the more likely it will suffer from the sort of issues you raise. The bespoke, one off 'handbuilt' car is more likely to require constant maintanence:eek:
    Toyota can do cheap and reliable...but do we want it?
     
  19. Dryce

    Dryce MB Club Veteran

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    Looks like part of the cost was might have been for the courtesy car that wasn't actually taken.

    But the dealer service pricing is pretty shameless.
     
  20. finisterre

    finisterre Hardcore MB Enthusiast

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    I can see that he failed to win you over.

    "We don't make them, we just sell them."

    is probably the result of years of experience of dealing with Mercedes. I have sympathy for the poor bloke, always stuck between an intransigent manufacturer and a stream of disappointed buyers.

    Okay he is well paid for it, but would you swap jobs?
     

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