This is why I hate main dealers!

[markjay]

Some dealers actually give you a marked checklist of all the checks made. And a video. Not necessarily saying it's good value, but they do carry-out the inspection as per the manufacturer's schedule. Some don't, I guess....

 

[pmcgsmurf]

Some dealers actually give you a marked checklist of all the checks made. And a video. Not necessarily saying it's good value, but they do carry-out the inspection as per the manufacturer's schedule. Some don't, I guess....

That's the thing but.
I'm sure some of them now just do this "oil service" and the marked list is nothing more than a check list that may or more likely may not have been done.

I found out the hard way that the pollen filters that should have been changed and had been charged for were never looked at.
Guess the Tech. just thought for around 2 to 3k pa he wasn't going to bother.

Going OT, I'm sure there are some dealers that are good and we should add these guys to a list the same as we do the spares guys.

 

[C220DLondon]

I don't begrudge the main dealers making some money - the costs of operating a franchise aren't insignificant on the companies running them.

That said, there are (as with anything) good and bad businesses out there.

One of the reasons I bought a Mercedes again (having had a string of Audi's) was that ALL the main dealers in my area were pretty poor. I had a 2012 S4 Avant which I loved. It started overheating and dropping all is coolant. When taken to the main dealer (who had serviced the car on the last four occasions) on a breakdown truck (Audi assist) they phoned me up to ask why the car was with them and that it would be six weeks (most of their mechanics had left and they were sorry staffed - clearly good people management) before they even looked at the car! Fortunately (well, I'll come back to this) the breakdown operator was still there I asked that he take it to another dealer closer to home (who hasn't done a good job previously but in the circumstances...). He duly did.

This other main dealer at least had the grace to look at the car the same week. So they did. An £80 bill later (out of goodwill they didn't charge the full amount) they said there was nothing wrong with the car.

So I collected it. Drove the five miles home. It overheated and dropped the coolant.

A quick Google search later and problem identified. Thermostat. Now, I don't have the full figures but it seems a rare S4 that doesn't have a thermostat failure at 70k miles.

In frustration I went to an independent and they fixed it the following week (thermostat needed to come from Germany as they are a popular part apparently!!!!!). The independent thus won my business until the car was stolen.

Anyway, I'm going that the recommendation for Sandown in Guildford comes up trumps (from another thread) on the phone they already beat Audi.

In the whole story the only people who did well were the independent, the breakdown guy and the owners club forum. Audi not so much.

Does it put me off all main dealers? No.

Does it put me off the two Audi dealers near me? Yes.

Does it make me value independents? Yes.

For those wondering why I don't just stick with the independent (a good question) they had to move premises to an hour away... Not convenient enough to make me replace the stolen car with another Audi.

Gosh, sorry. I think that's all a bit off topic...

M

 

[C220DLondon]

...(most of their mechanics had left and they were short staffed - clearly good people management)...

Anyway, I'm hoping that the recommendation for Sandown in Guildford comes up trumps (from another thread) on the phone they already beat Audi.

Sorry for the typos... Autocorrect... V annoying!

 

[190]

What gets me and what got me with the last experience with Mercedes main dealer was when they quoted XX for the service but later changed to YY (more).

At least you got a quote.

When I bought my first Mercedes in 93 it had an MB service record to that date at 5 years old so I called into the dealer to inquire the cost of the next service. They had no menu pricing at all and said it would cost whatever it came to. The attitude was if you have to ask you can't afford it. I was appalled to be treated with such condescension and have never been back to an MB main dealer since.

 

[Will]

At least you got a quote.

When I bought my first Mercedes in 93 it had an MB service record to that date at 5 years old so I called into the dealer to inquire the cost of the next service. They had no menu pricing at all and said it would cost whatever it came to. The attitude was if you have to ask you can't afford it. I was appalled to be treated with such condescension and have never been back to an MB main dealer since.

That’s a pity. I think the trouble is, because people associate the brand with that experience, they assume all of the dealers are the same.

It could have been just one bad person you dealt with, or one bad dealership.

Also, it’s fair to assume that a lot may have changed in those 27 years, and the person you dealt with is probably long gone

 

[markjay]

As far as specialists go, my experience is that forum sponsors Olly PCS and Wayne Gates are absolutely brilliant. With regards dealers, I so far had very good experience with MB Brooklands.

(No, I am not that lucky, like others on this forum I obviously had my fair share of poor experiences with other independent garages and dealers, but I chose to mention here only those with whom I had positive experience... )

 

[markjay]

U

That’s a pity. I think the trouble is, because people associate the brand with that experience, they assume all of the dealers are the same.

It could have been just one bad person you dealt with, or one bad dealership.

Also, it’s fair to assume that a lot may have changed in those 27 years, and the person you dealt with is probably long gone

Up to a point... once you had several marques and tried various dealers of each marque, often a pattern emerges. Especially if you add to it the views you read on online forums.

As an example, I had two Vauxhalls between 1998 and 2008, and used four Vauxhall dealers (three around greater London and one in Suffolk), and they were all good, as well as very reasonably priced.

With regards MB, I have so far used two Central London dealers who weren't great, and MB Brooklands, who were. If I add to this what I read on this forum, I can reasonably conclude that one has to be very careful when choosing which MB dealer to use.

(I have also used one Suzuki dealer, one Kia dealer, one Renault dealer, one Toyota dealer... but refrain from generalising using a sample size of just one).

 

[Deleted member 126969]

Part of the problem for me is perception - the dealers try their damnedest to make you think they are MB. The entire experience is geared towards riding the brand bandwagon. Yes, I get that's the point of a franchised dealer, but there's the key, franchised. As soon as things get slightly awkward, all of a sudden it's a case of no, we aren't MB, you need to speak to them about that, not our problem.

I've only dealt with two dealers - the supplying one who were rubbish and the one I use now, who are OK. To be clear though, I haven't had to ask either of them to do anything even vaguely difficult. I dread that day I might have to ask for a fault to be investigated - I have very little confidence in their ability to diagnose a fault on a hybrid based on all the evidence we've seen so far. Even MB themselves seem to have little clue.

 

[Darrell]

JBD has been quiet since lockdown

If he sells cars from an expensive dealership then I’m not surprised. He’s more than likely been furloughed as has my wife who sells cars from an expensive dealership.

 

[nickgar]

Just to balance the discussion, I had my 5 year old E Class cab. in for an A service and ATS yesterday at MB Exeter.
No problems whatsoever from booking it in to picking it up, and they even gave me a 50% discount on the MOT. Car on a service plan.

 

[Dryce]

Even MB themselves seem to have little clue.

My guess is that with dealers that the majority of work is scheduled servicing and warranty repairs.

Whereas Indys get older cars with more more in the way of unscheduled repairs and a higher proportion of odd problems that cars accumulate as they age out of warranty. So the indys get to see higher proportion of these types of problem - which means more accumulated knowledge.

I've noticed that the two indys we have used for MB and BMW have been quite open to searching the internet for more information on issues. They are less likely just to changed stuff and cross their fingers that it solves the issue. And both will stick the car on the ramp and/or do a diagnostic and not bill you for a quick investigation - even if there is no further work they can charge for.

My view is generally tha the dealers offer very good front office service - lifts/taxis/coffee/courtesy cars - but what happens behind in the workshop is mixed. The service centres don't have to work very hard to get business from new car customers who use the dealers default in the warranty periods - or because they have service plans.

 

[Deleted member 37751]

The biggest reason for bad customer service from a main dealer is that they - inherently - have a captive market; if they treat you like shit, it doesn’t matter because another punter will walk through the day straight after you anyway.

The best main dealer I’ve dealt with was Lexus, had a long conversation with the workshop manager and he was brilliant, little tips and advice (he also ripped into their attempt at selling diesels!) and if the cars weren’t so ugly and non-diesel I’d definitely own one.

IME it all feeds down from the DP though, I know someone who is one for Jeep/Alfa and he worked his way up from sales manager and treats everyone well and has a “customer is (mostly!) always right” attitude, so much so his staff retention is unrivalled (for car sales).

 

[DSM10000]

The best main dealer I’ve dealt with was Lexus, had a long conversation with the workshop manager and he was brilliant, little tips and advice (he also ripped into their attempt at selling diesels!) and if the cars weren’t so ugly and non-diesel I’d definitely own one.

You would have to play golf as well, I think they only let you buy one if you are a golfer

 

[bob6600]

My main dealer experience started off good and could have gone really bad when a technician made a mistake. The key was to see how well they rectified the mistake, and they did it very well. I was not out of pocket, not left without a car and ended up with both calipers refurbished when they had messed one up. Even when I ballsed up and accused them of damage, I held my hands up and apologised on my next visit (wasn't their fault) but they were still willing to send the car for paint analysis at their cost to prove they hadn't done it. Subsequent visits, they treat me well and also mentioned that they can't remember a customer ever apologising when something was their fault. They respected me for that and I respected them for previously going out of their way to sort my issues out. I would not hesitate to use them again and in fact with the discounts they offer, using them is marginally more expensive than my local Indy but I get a car to keep me mobile. I can even get them price matched if I can be bothered to get a quote locally.

On a 12 year old car, can't ask for much more.