Comments on: Mercedes Benz - poor customer service ROI http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/ Thoughts on marketing, innovation, social networking, new products and the impact of technology on all those thingies Thu, 04 Dec 2008 19:43:48 +0000 http://wordpress.org/?v=2.5.1 By: Chris http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-2592 Chris Thu, 20 Nov 2008 14:42:22 +0000 http://emergencemarketing.com/?p=567#comment-2592 I bought a car at buckhead mercedes in Atlanta, certified car, one of their loaner cars, had never been titled. Drove it around the block to test drive. Bought the car. Drove it the two hours home and realized that the tires needed to be balanced. Returned in a month to have that done and the check engine light was coming on. They gave me a loaner and I came back at the end of the Saturday. They charged me for the balancing. Like a sap I paid it. Took it up with the salesman. (Brian Light) He said they would reimburse. When I paid I also found out that the front left wheel was bent. I should have put my foot down right then and there, but did not. 2nd mistake. I never received a check. a couple months later was in Atlanta and stopped by again, wasted thirty minutes. The guy who sold me the car was no longer employed there. Sales manager Mark Hubbard researched it while I waited and he said he could take care of it. Again it was a Saturday and there was no one who could write a check. I never received a check and I never received so much as a phone call. I am mainly driving the car short commutes to work. When I take it for a long trip notice the vibration in the steering more. I went a long time but eventually had to replace the front bent left wheel. A five hundred dollar expense. This is a certified MB. I think they rushed this loaner car out onto the lot and never went thru it. The salesman told me they moved it to the lot so they would have some c class cars available. Jeremy Smith the sales manager who sold me the car is no longer with them. I called and asked for him and another guy answered and he said he would call me back and never did. They don't even call you back to say no sorry we cannot do that for you. Its my mistake for not putting my foot down right away. I don't like being forced to be an ass about something in order to get the proper thing done. Evidently that what it takes in society today. I am on my way to the local volvo dealer. No more MB's for me.

I bought a car at buckhead mercedes in Atlanta, certified car, one of their loaner cars, had never been titled. Drove it around the block to test drive. Bought the car. Drove it the two hours home and realized that the tires needed to be balanced. Returned in a month to have that done and the check engine light was coming on. They gave me a loaner and I came back at the end of the Saturday. They charged me for the balancing. Like a sap I paid it. Took it up with the salesman. (Brian Light) He said they would reimburse. When I paid I also found out that the front left wheel was bent. I should have put my foot down right then and there, but did not. 2nd mistake. I never received a check. a couple months later was in Atlanta and stopped by again, wasted thirty minutes. The guy who sold me the car was no longer employed there. Sales manager Mark Hubbard researched it while I waited and he said he could take care of it. Again it was a Saturday and there was no one who could write a check. I never received a check and I never received so much as a phone call. I am mainly driving the car short commutes to work. When I take it for a long trip notice the vibration in the steering more. I went a long time but eventually had to replace the front bent left wheel. A five hundred dollar expense. This is a certified MB. I think they rushed this loaner car out onto the lot and never went thru it. The salesman told me they moved it to the lot so they would have some c class cars available. Jeremy Smith the sales manager who sold me the car is no longer with them. I called and asked for him and another guy answered and he said he would call me back and never did. They don’t even call you back to say no sorry we cannot do that for you. Its my mistake for not putting my foot down right away. I don’t like being forced to be an ass about something in order to get the proper thing done. Evidently that what it takes in society today. I am on my way to the local volvo dealer. No more MB’s for me.

]]> By: Namrata http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-2166 Namrata Wed, 27 Aug 2008 21:23:54 +0000 http://emergencemarketing.com/?p=567#comment-2166 We live in FL and have a 2005 C240 with 40000 miles on it. The car gave up on my husband and he had to be towed in by the dealership and they replaced teh catalytic converter. The night we got it back ,it started making a knocking noise. We took it back the very next morning and after a day and a half of diagnostics the dealer - Mercedes Benz of South Orlando said there is water in the oil of your car, your engine will have to be replaced. You might want to contact your Insurance as this is a "hydro-locked" engine and will be covered by Insurance. The Insurance adjustor inspected the car to find that there was no evidence of our car ingesting water through the intak or anything and that the fault is from within the engine. Which you'd think would be covered by warranty. But our dealer keeps insisting its an external influence and not a warranty issue. The dealer gave us a loaner vehicle after 10 days of our car sitting in their shop. They refuse to even consider that its a manufacturing fault with the engine, tell me how could a piston in the engine become bent in the due course of driving this car to and from work? I dont know what to do. I am apalled to see there are others who have been mistreated by Mercedes Benz dealers and the company itself We live in FL and have a 2005 C240 with 40000 miles on it. The car gave up on my husband and he had to be towed in by the dealership and they replaced teh catalytic converter. The night we got it back ,it started making a knocking noise. We took it back the very next morning and after a day and a half of diagnostics the dealer - Mercedes Benz of South Orlando said there is water in the oil of your car, your engine will have to be replaced. You might want to contact your Insurance as this is a “hydro-locked” engine and will be covered by Insurance. The Insurance adjustor inspected the car to find that there was no evidence of our car ingesting water through the intak or anything and that the fault is from within the engine. Which you’d think would be covered by warranty. But our dealer keeps insisting its an external influence and not a warranty issue. The dealer gave us a loaner vehicle after 10 days of our car sitting in their shop. They refuse to even consider that its a manufacturing fault with the engine, tell me how could a piston in the engine become bent in the due course of driving this car to and from work? I dont know what to do. I am apalled to see there are others who have been mistreated by Mercedes Benz dealers and the company itself

]]> By: james http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-389 james Tue, 09 Oct 2007 17:02:11 +0000 http://emergencemarketing.com/?p=567#comment-389 I am thinking of getting one I found this article at <a href="http://www.mercedestuningmag.com/" rel="nofollow">http://www.mercedestuningmag.com/</a> that gives a lot of details about this model . I am thinking of getting one I found this article at http://www.mercedestuningmag.com/ that gives a lot of details about this model .

]]> By: wayne http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-388 wayne Fri, 31 Aug 2007 08:06:55 +0000 http://emergencemarketing.com/?p=567#comment-388 Marshall Motors Mercedes Parramatta, in Australia, really ripped off my wife recently - they charged her A$1,285 for service labour only - she dropped the car in at 9.30am and picked it up at 5pm. Apparently 6 Brain Surgeons were engaged by Marshall Motors Mercedes Parramatta Australia to work on my wifes car. What a ripp-off! Absolutely gold Marshall Motors Mercedes Parramatta!!! I will never go back there again!!! Marshall Motors Mercedes Parramatta, in Australia, really ripped off my wife recently - they charged her A$1,285 for service labour only - she dropped the car in at 9.30am and picked it up at 5pm.

Apparently 6 Brain Surgeons were engaged by Marshall Motors Mercedes Parramatta Australia to work on my wifes car.

What a ripp-off! Absolutely gold Marshall Motors Mercedes Parramatta!!! I will never go back there again!!!

]]> By: maureen o http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-387 maureen o Wed, 25 Apr 2007 17:19:11 +0000 http://emergencemarketing.com/?p=567#comment-387 Hi Guys I thought problems with Mercs were few and far between, how wrong. I have a 2 year old S320, when I slow down around 30-40 mph the steering wheel starts to shudder, anyway took it into the Benz showroom in Lakeside and was told that they could repair it at a cost of 2,600 pounds (mad. Problem is they dont know how it happened, but clearly feel it is not a manufacturing fault, anyone else have this proble? rgds Hi Guys

I thought problems with Mercs were few and far between, how wrong. I have a 2 year old S320, when I slow down around 30-40 mph the steering wheel starts to shudder, anyway took it into the Benz showroom in Lakeside and was told that they could repair it at a cost of 2,600 pounds (mad. Problem is they dont know how it happened, but clearly feel it is not a manufacturing fault, anyone else have this proble?
rgds

]]> By: maureen o http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-386 maureen o Wed, 25 Apr 2007 17:18:49 +0000 http://emergencemarketing.com/?p=567#comment-386 Hi Guys I thought problems with Mercs were few and far between, how wrong. I have a 2 year old S320, when I slow down around 30-40 mph the steering wheel starts to shudder, anyway took it into the Benz showroom in Lakeside and was told that they could repair it at a cost of 2,600 pounds (mad. Problem is they dont know how it happened, but clearly feel it is not a manufacturing fault, anyone else have this proble? rgds Hi Guys

I thought problems with Mercs were few and far between, how wrong. I have a 2 year old S320, when I slow down around 30-40 mph the steering wheel starts to shudder, anyway took it into the Benz showroom in Lakeside and was told that they could repair it at a cost of 2,600 pounds (mad. Problem is they dont know how it happened, but clearly feel it is not a manufacturing fault, anyone else have this proble?
rgds

]]> By: Daniel http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-385 Daniel Mon, 02 Apr 2007 21:47:16 +0000 http://emergencemarketing.com/?p=567#comment-385 These cars are HORRIBLE!!! Has anyone read of the problems MBZ owners are having with the wiring harnesses in mid 90's to early 00 models? Every MBZ tech knows this is an issue - several have told me that MBZ was using "experimental" materials for wiring insulation and it is obviously failing - MBZ response - the cars are out of warranty - So, 30,000 mile cars are shutting down on the highways and peoples lives are being placed in danger because MBZ will NOT stand behind their products and obviously do not care about their customer's safety - just their check book - I am 30 years old and I will never buy another Mercedes Benz - I doubt my friends will - and I can assure Mercedes that my family will not - That's at least 1 car per year lost from a family that has been loyal customers for DECADES!! Guess nobody at MBZ learned from Ford's mistake with the "Pinto", or more recently Firestone - All it is going to take is a couple of fatalities(God forbid) and an enterprising attorney to construct a class action lawsuit that could bring MBZ to it's knees - I wonder if they will be able to justify their corner cutting then- These cars are HORRIBLE!!! Has anyone read of the problems MBZ owners are having with the wiring harnesses in mid 90’s to early 00 models? Every MBZ tech knows this is an issue - several have told me that MBZ was using “experimental” materials for wiring insulation and it is obviously failing - MBZ response - the cars are out of warranty - So, 30,000 mile cars are shutting down on the highways and peoples lives are being placed in danger because MBZ will NOT stand behind their products and obviously do not care about their customer’s safety - just their check book - I am 30 years old and I will never buy another Mercedes Benz - I doubt my friends will - and I can assure Mercedes that my family will not - That’s at least 1 car per year lost from a family that has been loyal customers for DECADES!! Guess nobody at MBZ learned from Ford’s mistake with the “Pinto”, or more recently Firestone - All it is going to take is a couple of fatalities(God forbid) and an enterprising attorney to construct a class action lawsuit that could bring MBZ to it’s knees - I wonder if they will be able to justify their corner cutting then-

]]> By: Karen http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-384 Karen Tue, 20 Mar 2007 15:50:10 +0000 http://emergencemarketing.com/?p=567#comment-384 I just pick up my car from the dealer, the reason I took it there was because the "SRS light" was turning on. They did the routine checkup and the results was: my purse, yes my handbag, was making this "light" turn on. Funny the results and kind of awkward, I have been driving this car for two years and did not had any kind of problems until now. The findings wasn't the most reliable, but my husband was OK with that so I did not make any remarks. Driving home (from the dealer) the light once again "turn on", I couldn't believe it, I call immediatly and left a message. But this is not all, I had to pay for the service(the car is still in warranty) because the car isn't the problem, its my purse, my purse that had been my co-pilot for two years and never had given me any problems before. I'm not happy with the service, and I still have to take my car once againg to the dealer to fix the problem. I have a very hetic life and I can't spend it going over and over to the dealer and having this technicians given me this kind of results. I need help, what can I do? Thanks, K. Rodriguez I just pick up my car from the dealer, the reason I took it there was because the “SRS light” was turning on. They did the routine checkup and the results was: my purse, yes my handbag, was making this “light” turn on. Funny the results and kind of awkward, I have been driving this car for two years and did not had any kind of problems until now. The findings wasn’t the most reliable, but my husband was OK with that so I did not make any remarks. Driving home (from the dealer) the light once again “turn on”, I couldn’t believe it, I call immediatly and left a message. But this is not all, I had to pay for the service(the car is still in warranty) because the car isn’t the problem, its my purse, my purse that had been my co-pilot for two years and never had given me any problems before. I’m not happy with the service, and I still have to take my car once againg to the dealer to fix the problem. I have a very hetic life and I can’t spend it going over and over to the dealer and having this technicians given me this kind of results. I need help, what can I do?
Thanks, K. Rodriguez

]]> By: ashleigh http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-383 ashleigh Fri, 09 Mar 2007 15:32:59 +0000 http://emergencemarketing.com/?p=567#comment-383 I bought a new Gl and had a small fender bender. The car has been in the shop for 3 weeks because they do not have spare parts in the US. Apparently, they need a new fender and it has to arrive from Germany. I was shocked that in this day and age, Mercedes does not stock adequate parts for its cars in the US. Oh, and I still don't have an ETA on when I will get my car back I bought a new Gl and had a small fender bender. The car has been in the shop for 3 weeks because they do not have spare parts in the US. Apparently, they need a new fender and it has to arrive from Germany. I was shocked that in this day and age, Mercedes does not stock adequate parts for its cars in the US. Oh, and I still don’t have an ETA on when I will get my car back

]]> By: John Pedley http://www.emergencemarketing.com/2006/04/09/mercedes-benz-poor-customer-service-roi/#comment-382 John Pedley Tue, 27 Feb 2007 05:40:49 +0000 http://emergencemarketing.com/?p=567#comment-382 I have a Mercedes A190 2001 model only 32,000 miles on the clock and the auto gearbox has failed. Estimated cost apx £2,500! Who do I contact at Mercedes to try and get some compensation? John I have a Mercedes A190 2001 model only 32,000 miles on the clock and the auto gearbox has failed. Estimated cost apx £2,500!

Who do I contact at Mercedes to try and get some compensation?

John

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