Mercedes Road Side Assistance Still? - Page 4 - PeachParts Mercedes-Benz Forum

CamelotShadow · #46 12-29-2010, 12:58 AM

Called RS 39 mo ago & bought a battery
Its no longer charging
So called RS today
I was informed of new reg;s
but in for more Euro blues
seems euro cars are not covered.

I guess I could easily use $100 worth of parts in 18 mo
but why stick it to the Euros'..

Anyway
he told me he didn't get paid for my service call 39 mo ago & won't get paid for todays but would intall the battery free for a tip to buy coffee.

I agreed as he was there & the battery price wasonly $10 more than my mech who is $7 gas away so it made sense.

I;m happy I didn't have to leave ,my home & my 83 500 sec will soon be rollingover 197K miles & I won't have to worry that it won't start on the way home..I hope

davidmash · #47 01-04-2011, 02:07 PM

I just spent 27 min on the phone trying to arrange a jump for my 190. The operator was nice but not qualified. She asked for the VIN and I gave her the last 8 digits. I told her it was a gray market. She did not ask what the term meant so I assumed she knew. This is MBUSA after all

.

'gee sir, the number is not coming up...'. If you're looking in a US dat base it won't, it's gray market. OK, one moment please.... I got placed on hold every time I said something.

She comes back and says they can jump start my car but there will be a charge. I ask why? 'It's a MB and I have had service on it in the last year'. Hold on please.... Really?

We went through this song and dance 3 times. She asked me to fax a copy of the invoice (I don't have a fax .... honest). I said I have an $1595.15 invoice, place me on hold and call the bloody dealer. .... Hold please.... god damn lady.... really?

OK, sir, the tech has been dispatched, have a nice day ... HOLD ON!!!! When is he coming? OH, he will call you in 10-15 min and let you know..

OK miss, I know you are doing your job but I need to talk to a supervisor (just so I can get more pissed off at MB right now). Hold please.... ~hang head on chest and sigh~. All the supervisors are in a meeting (really, that's the best you can come up with?) but I can have one call you back. You do that miss. I'll hold my breath.

You just have to love the customer service in 2000's.

davidmash · #48 01-04-2011, 02:08 PM

This reminds me. I need to go to Sears to see if they will replace my trickle charger. Would have been nice to have it today.

davidmash · #49 07-21-2011, 07:02 PM

My battery went dead on the 190E. Decided to call MB again because I am a glutton for punishment.

So I call up and they ask for the VIN on the 190E. It's a gray market and I told her it would not work. She wanted it any way. It did not work. She tries to put it in manually. That did not work.

Your car does not qualify. I told her it did and I have a $1,400 dollar receipt to prove it. She has to check with the dealer to verify it. She comes back on the line with the actual road side tech. He has no idea why he is on the phone, I have no idea why and apparently the call center lady did not either but thought it would be nice. Go figure.

He just tells her to send a ticket but she says she can't because the car is not covered. I thought we cleared that part up. When she hangs up on the tech, she disconnected me as well. No call back after 5 min so I call them back.......

Tech came out and replaced my battery and all was good.

I was a bit ticked off by the whole process so I figured I'd vent and send them an email not really expecting to get any satisfaction. I sent the Email yesterday afternoon and I just got of the phone with a call center supervisor. He had the never to apologize for taking so long to get back to me. Hell it was only a bit over 24 hours. I was impressed. He said he would manually put my VIN in the system so at least that would not be an issue next time. He apologized for the treatment and said they are working on better training for their reps.

He said that when my 18 months run out on my car that it would be a case by case basis but gave me his name and ext and he would see what he could do.

I must say I am impressed. A response from a corporation with in 24 hours and something got done.

I think I need to go buy a lottery ticket.

gastropodus · #50 07-22-2011, 01:43 AM

It's apparently not enough to just buy parts... I bought a $350 oil cooler at the dealer today, and I asked for them to document it in whatever database they use for roadside service. I was told nicely that no can do, it has to be service.

Kurt

Marvelicious · #51 07-22-2011, 02:19 AM

From their website:

Quote:

If your vehicle:

Is under any Mercedes-Benz warranty (New Vehicle Limited Warranty, Extended Limited Warranty, Certified Pre-owned Warranty) - You are eligible for Mercedes-Benz Roadside Assistance

Is out of warranty, and is regularly serviced at an authorized Mercedes-Benz dealership (a single transaction of at least $100 in the 18 months prior to the Roadside call) - You are eligible for Mercedes-Benz Roadside Assistance

Was purchased directly from an authorized Mercedes-Benz dealership prior to January 4, 2011 and you still own the vehicle - You are eligible for Mercedes-Benz Roadside Assistance

Is out of warranty -Not regularly serviced at an authorized Mercedes-Benz dealership - Not purchased directly from an authorized Mercedes-Benz dealership - Please visit an authorized Mercedes-Benz dealership for service to qualify for Roadside Assistance. Or, you may purchase each individual service through the Mercedes-Benz Customer Assistance Center at the time of service

The free ride is over!

davidmash · #52 07-22-2011, 03:41 AM

I tried to argue that my car was bought from Mercedes in Berlin but that did not work.

iwrock · #53 07-22-2011, 04:24 AM

Wonder if my alignment receipt will work...

boneheaddoctor · #54 07-22-2011, 08:06 AM

Quote:

Originally Posted by Marvelicious

From their website:

The free ride is over!

Bummer.....but that is really good to know.

Marvelicious · #55 07-22-2011, 11:35 AM

Quote:

Originally Posted by iwrock

Wonder if my alignment receipt will work...

That is "service" and if it was done at the dealership, you should be good, I would think. What did it cost BTW, I could see having that done every year and a half just to keep in their good graces.

halman2228 · #56 07-22-2011, 01:20 PM

...gives you the privilege of the Roadside Assistance program.

You get a parts discount at most dealers (for when it has to be genuine, only available from the dealer, kind of parts) as well

Regards,
Kevin

compu_85 · #57 07-22-2011, 02:01 PM

How do they validate you are a MBCA member?

TheDon · #58 07-22-2011, 02:05 PM

MBCA gives you a membership card and membership number.

Some dealerships do not give the MBCA discount. Mercedes Benz of Orlando @Millenia is one. I told them they can 1) take their ridiculously priced parts and shove it 2) I will never send anyone to them for parts, service, or new/used car sales. and lastly they were rude to me so I called MBUSA customer service and let them know.