Why MB service/quality/customer service is so poor?

[anna]

I also think you are over reacting somewhat.

If at some point in the past the headlamp got water in it via a jetwash or something then that water will remain in a sealed headlamp for many months causing the symptoms you describe.

Open up the headlamp, fully dry it by leaving the car in the sun for a day or get a hairdryer on it and once sealed up again you'll get no more condensation.

Unless headlamp the seal is actually broken (which apparently its not), then its just one of those things that can happen at times during car ownership which is easilly rectified in less time than its taken for you to write these letters.

This is really the attitude of MB which upsets me. Nobody offered to do anything at MB even though the car stayed there for overnight. In the morning nobody suggested me to do anything about the headlight.

check this out first:

1. 6 months ago at the same MB service centre while changing my GSM antenna a guy at the MB shop scratched the base of the antenna. I had to argue with MB to make them change it.
2. The manager at the MB named in the letter at the beginning of this post was rude and arrogant to me when I brought my car for service B.

3. I was not given a replacement car even though I was entitled to have it as they decided to leave me car overnight.

4. Now this story with a headlight....


Am I really over reacting or the service is that bad????

 

[Doodle]

Am I really over reacting or the service is that bad????

Honestly, I think it's a bit of both. Yes, things haven't gone quite as well as one would normally expect, but the impression that comes across here is that you've gone ballistic pretty much instantly - and perhaps disproportionately to the issues at hand.

Can you explain the bit about being "entitled to a replacement car"? I know the policy on loan cars varies from dealer to dealer, but I'm sure for most dealers it's a (now expensive) courtesy rather than a right - and is a limited resource. Having to book a loan car in advance is common practice; From what I can gather your car came in at short notice - it is possible that they simply did not have a loan car free at the time.

 

[Bobby Dazzler]

Am I really over reacting or the service is that bad????

Anna, when you're in the middle of a frustrating situation, it can be very difficult to take a wider view, and as the rest of us are not directly affected and so we're able to do so relatively easily.

Like others, I also think that the response is fair. The only thing which I'm surprised about is that they didn't specifically mention the rudeness, even if only to acknowledge it as a frustration. Perception is everything when it comes to customer service.

The people you're dealing with are used to managing the expectations of angry people every day, and are probably frustrated that they have very limited ability to make turn around a poor situation.

However, a friendly approach will make a difference - firstly because you're different to all the other people they deal with, and secondly they can see that they have an opportunity to help you and make a difference.

They're people at the end of the day, just like me. I bend over backwards to help whenever I can, but I seldom do if that person is angry. Might be worth trying a different approach?

 

[anna]

Honestly, I think it's a bit of both. Yes, things haven't gone quite as well as one would normally expect, but the impression that comes across here is that you've gone ballistic pretty much instantly - and perhaps disproportionately to the issues at hand.

Having experienced such a poor service, guess what - yes, I went ballistic.
Its a mixture of a bad past experience, bad treatment and the attitude.

Can you explain the bit about being "entitled to a replacement car"? I know the policy on loan cars varies from dealer to dealer, but I'm sure for most dealers it's a (now expensive) courtesy rather than a right. As an example, the BMW dealer locally charges a small fee for loan cars, but will happily collect and return your car for free.

I was not supposed to leave a car over over night, but they wanted to do something with a headlight to test it so they left the car overnight. One manager was saying that "you are entitled to have a courtesy car" the other said that it has to be booked in advance...Yeah, right, like I knew that they would leave my car overnight. Again, the problem is not in the courtesy car, there is just no customer service

 

[anna]

Anna, when you're in the middle of a frustrating situation, it can be very difficult to take a wider view, and as the rest of us are not directly affected and so we're able to do so relatively easily.

Like others, I also think that the response is fair. The only thing which I'm surprised about is that they didn't specifically mention the rudeness, even if only to acknowledge it as a frustration. Perception is everything when it comes to customer service.

The people you're dealing with are used to managing the expectations of angry people every day, and are probably frustrated that they have very limited ability to make turn around a poor situation.

However, a friendly approach will make a difference - firstly because you're different to all the other people they deal with, and secondly they can see that they have an opportunity to help you and make a difference.

They're people at the end of the day, just like me. I bend over backwards to help whenever I can, but I seldom do if that person is angry. Might be worth trying a different approach?

Absolutely, the general manager Carl McClinchey was a charm. He admitted that there is nothing they can do bacause there is a warranty department giving them a green or a red light. He was actually very helpful and I was happy to deal with such a polite and knowledgeable gentleman. And honestly I was not rude and anger at any time to anyone at MB service centre. This is when I started dealing with the MB customer service I got upset.

 

[Doodle]

EDIT - post above answered initial questions.

Now I'm rather confused - a good part of your initial complaint was with the standard of service at the dealership. You're now saying that you spoke to the dealer principal and this was resolved.

So exactly what is the issue that you have?

 

[anna]

EDIT - post above answered initial questions.

Now I'm rather confused - a good part of your initial complaint was with the standard of service at the dealership. You're now saying that you spoke to the dealer principal and this was resolved.

So exactly what is the issue that you have?

No it has not been resolved. They did not do anything with a headlight
and the service was poor. This one when I took it with customer service
and came to MB to pick up a car next day, I had a chat with a Carl. However, he could not do anything about it for the reason I have explained above.

 

[Doodle]

I agree, he cannot replace the headlight without authorisation from the warranty dept. However, depending on the level of misting (which I haven't seen myself), I can equally understand why they might be refusing to replace it.

However, there is still the issue of the poor service from the dealer staff that you mentioned at the beginning - something that surely he should be dealing with? From what you've just said, this letter was fired off to Customer Services before he'd had the opportunity to address the issue?

 

[blueserenity777]

I had issues during my warranty time..condensation on the exhaust backbox which made it rust..apparently it is acommon problem in UK bec of hot and cold climate..First route was rejected with usual MB terminology..I made friends and got to know MB service guys..Since that time, managed to get not just backbox but whole exhaust system changed, rear lens changed when had a mosquito in one of the lens..front lens changed when found a small mark on it..complimentary car on all occasions, free complimentary car washes..
It all comes to good relationship with your dealer and knowing the guys names on a first name basis..works wonders and reason for me sticking with a merc as I can trust when something is done bec it needs doing ..

 

[Rory]

Absolutely, the general manager Carl McClinchey was a charm. He admitted that there is nothing they can do bacause there is a warranty department giving them a green or a red light. He was actually very helpful and I was happy to deal with such a polite and knowledgeable gentleman. And honestly I was not rude and anger at any time to anyone at MB service centre. This is when I started dealing with the MB customer service I got upset.

Apparently, in order to try to improve customer service, the dealers were given a fund to do ex-gratia repairs to keep customers happy. Maybe it doesn't exist anymore?

It's very easy for the GM to be friendly and take your side and blame the warranty dept. That doesn't help you though, does it?


Honestly though, I have servicing issues with 3 of our 4 cars (only the Honda is faultless) and I feel cross about it for a few days but then something more important comes up. If a misted up headlight is the biggest issue in your life then you're a very lucky person.

 

[Leemc2008]

Mountain... Mole Hill

 

[anna]

However, there is still the issue of the poor service from the dealer staff that you mentioned at the beginning - something that surely he should be dealing with? From what you've just said, this letter was fired off to Customer Services before he'd had the opportunity to address the issue?

Yes, unfortunately. He is absent on the day when its all occured and when I asked for a general manager I was told he was not in. Nobody else senior approached me.
When I picked up a car next day, I was dealing only with Carl.

 

[anna]

I had issues during my warranty time..condensation on the exhaust backbox which made it rust..apparently it is acommon problem in UK bec of hot and cold climate..First route was rejected with usual MB terminology..I made friends and got to know MB service guys..Since that time, managed to get not just backbox but whole exhaust system changed, rear lens changed when had a mosquito in one of the lens..front lens changed when found a small mark on it..complimentary car on all occasions, free complimentary car washes..
It all comes to good relationship with your dealer and knowing the guys names on a first name basis..works wonders and reason for me sticking with a merc as I can trust when something is done bec it needs doing ..

This is actually a good point.
Will start to get to know MB better.

However, it has been admitted by MB people (without naming anyone) that their service is poor. Particularly it concerns warranty issues as MB is trying to reject everything they can!!!

 

[anna]

Apparently, in order to try to improve customer service, the dealers were given a fund to do ex-gratia repairs to keep customers happy. Maybe it doesn't exist anymore?

It's very easy for the GM to be friendly and take your side and blame the warranty dept. That doesn't help you though, does it?


Honestly though, I have servicing issues with 3 of our 4 cars (only the Honda is faultless) and I feel cross about it for a few days but then something more important comes up. If a misted up headlight is the biggest issue in your life then you're a very lucky person.

I think it does not exist any longer.

I did not have any other major issues with a car. The matter is not in the headlight. It could have been anything. The matter is how you are treated and in this case it is a matter of principle. MB does not care about customers!

 

[grober]

OK on the face of it its a trivial problem BUT

first -the problem as correctly stated By MB UK.

We would hereby like to clarify the situation with regards to the condensation. If water is present in the exterior lights, a leak test is the first procedure that needs to be carried out and then rectified if a leak is found. If no leaks are present then it can be assumed that the moisture formed on the inside of the lens is condensation. This is caused by the difference in temperature between the lens and the surrounding area, which subsequently causes the air humidity to form deposits on the inside of the lens. There is no remedy for this; the condensation will eventually dry out. Condensation often occurs inside exterior lights when the vehicle is driven for long periods in wet conditions and left parked, or following the use of an automatic car wash. This applies to all model variants.


3 possible solutions all basically the same as stated on the forum:-

1. I had this problem with a previous (non MB) car and solved it by removing a bulb to enable air to get in / out of the light unit, using a hair dryer to dry out the unit and then reassembling. It never happened again.

2. I have had this on a number of cars and found the best way to get it out is to remove the bulb unit and put one of the small packets of silica gel you find in new electrical equipment boxes into the hole. Be sure to firmly attached it to some string and not put it all the way in because if it drops into the unit hellish difficult to get it out again. Needs to be done for some hours, when air pretty dry and warm because it will not remove pooled water that tends to just sit around for ages in lower temperatures. So heating unit up helps as well and easy way to do that is park with headlights in the sun: greenhouse effect warms them up quite quickly.

3. Open up the headlamp, fully dry it by leaving the car in the sun for a day or get a hairdryer on it and once sealed up again you'll get no more condensation.


Of course not every owner has the knowledge/experience to apply this simple and virtually zero cost solution---- HOWEVER a Mercedes Dealership must have come across this countless times and be aware of the relatively simple solution. The car was left overnight in the dealer ship anyway-just how much effort would it have taken to dry the unit out this one time with a hot air gun.
Next day explain to the customer why it happened and that its not really a fault as such and thus not covered by warranty.A simple explanation/demo of what the customer "might" want to do themselves if it happens again and voila hopefully everyone's happy.
The essence of customer service is to address their concerns - even when they are wrong- this may often only involve a bit of reassurance/education in self help--costs virtually nothing -- easy really---- with the right attitude.

 

[portzy]

OK Have a look at this photo.




These are £700.00 optional Bi-xenons and they both mist up periodically, so you are not alone with this. I can assure you that it is an entirely natural phenomenon and certainly more so at this time of year and especially if the car has just been washed with warm water.

To be fair, the dealer did suggest leaving the car overnight?, he did'nt insist that you did and maybe arranging a future appointment when they had a loaner available might have been a better bet.

Have a look at some of my "warranty" postings re this SLK. I've had a shed load of problems & grief but I happy to report that, with keeping calm and talking/corresponding with both the local dealer and Wilfried himself in a most reasonable manner, all my woes are fixed and I was given an extra years warranty free gratis.

Portzy

 

[pint6x]

It seems like a lot of people are siding with the dealer here, or telling anna that she's making a lot of fuss over something very little.

I thought we were talking about a supposedly premium product with a supposedly premium service.

Now I know there are lots of mechanically minded people on here who would think nothing of taking a headlight out and drying it out, but if someone complains about this to a service reception, they ought to be taken seriously and the complaint investigated properly, without the customer having to resort to writing to the head honcho in the UK.

There is never any excuse to be rude to the customer, and people in customer service should know how to deal with a dissatisfied customer.

If this was the first time I had heard of a Mercedes service reception being rude to a customer, or trying to wriggle out of doing some work, I would perhaps be more sympathetic to the dealer.

The fact is, service at Mercedes dealers has gone downhill, and I feel this is directly connected to the fact that up until the early 90s their cars were genuinely bulletproof, whereas since then, the accountants have got in the way, and cost-saving measures introduced which have backfired on the quality of their cars.

I believe they are now starting to get back to a stage where their cars are built well again, but (for example) the rust issues on virtually every model in the last ten years is why I currently drive a Volvo V70 and not a W210 estate.

 

[whitenemesis]

Dealers do differ widely in their customer relations. I would suggest if one fails to impress try another. Finding a garage one feels at ease with can be very trying, wether it be dealer, indie, Mercedes or other.

I am fortunate to have a very good dealer and have struck up a good relationship with the service team.
I have spent quite a bit of time just chatting with one of the technicians who has shown a genuine intrest in my modifications and upgrades.

There are good Mercedes dealers out there...

 

[mr. shr]

Am I really over reacting or the service is that bad????

For what it's worth, I don't think you're over reacting.
You sound very much like me when I was new to MB owership.

You noticed condensation inside one of your headlamps. It would stay there for weeks. The other headlamp wasn't doing the same so yes, I think it's reasonable for you to assume there is a problem.

I can feel your frustration with the way your dealer has addressed you. I've experienced similar on several occassions now.

It seems we as consumers now accept this kind of attitude from big organisations in this country (don't have a go at me guys, this is just my opinion).

Many people here are quite familiar with this kind of treatmeant from dealerships and perhaps that's why some people are suggesting you're over reacting (because they're used to it?)



Anyway, you've learnt a valuable lesson today............

.......next time you have a problem with your Merc, come and ask on here. You're bound to get a FAR MORE help then you'll ever get from any dealership.

 

[Rory]

Many people here are quite familiar with this kind of treatmeant from dealerships and perhaps that's why some people are suggesting you're over reacting (because they're used to it?)

Probably true, unfortunately. I think I'd faint if my MB dealer did anything helpful or beneficial to me.