MB customer service? - PeachParts Mercedes-Benz Forum

Jason Beal · #1 10-16-2002, 02:13 PM

I talked to the service adviser at MB last time I brought my c280 in for the head gasket issue. I asked him at that time that the zone rep was for my area. He gave me the 1-800 # for MB.

My wiring harness is beginning to show signs here. So I know I should deal with it now. I called the 1-800 # last night to ask whom my zone rep was out here. This is how the phone call went.

MB: How may I help you?

J: I was wondering if you could give me the zone rep for SLC area? Maybe his/her phone # or email.

MB: Why do you want this?

J: I have a couple of questions.... (Interrupted)

MB: Well you just can't call the zone rep because you have "questions". What kind of questions do you have?

J: I would like to talk to the zone rep about goodwill policies regarding faulty wiring harnesses.

MB: You'll have to talk to your local service advisor about that.

JB: I did and he gave me this number to call.

MB: What was his name?

JB: I can't remember, but I brought it in for my head gasket and he gave me this number to call.

MB: I'm sorry, but I can't give you the zone reps #.

I then told the lady she was very rude and ended the phone call. I couldn't believe how she was talking to me. She acted like I was making up my encounter with the S.A. I've emailed and called the dealer here now with zero response. So what gives? Is this the run around I am to expect? I'll tell you what; it sure put a sour taste in my mouth towards MB. Your not going to make a life time buyer out of people treating them like that. Talking to that lady was like that guy on SNL, "and you ARE????" TIMES TEN.

suginami · #2 10-16-2002, 04:06 PM

I received similar bad treatment from the folks at MB USA.

They were rude with me, very curt, and interrupted me just like they did with you.

I even notified them of complaints on the NHTSA website, printed out TSB's on these issues, and they treated me like I was an idiot. They actually said they didn't know what a TSB was.

MB ranks dead list on my list for customer service.

They just don't get it.

Jason Beal · #3 10-16-2002, 04:37 PM

I managed to sleuth down the zone reps name and number (thanks Fred in NY!). So now I'm wondering do I take it to the dealer and have them say, "yea it's on it's way out, but we aren't doing it", then take it to the zone rep? Or go straight to the zone rep?

I wouldn't have to deal with them except for this wiring harness. I (thanks to this board) am able to most of my own work and what I can't figure out I have a great independent tech. The head gasket I had taken care of by the guy who sold me the car. He had much more integrity than MB thus far that's for damn sure.

Michael K · #4 10-16-2002, 10:55 PM

My overall experience with American Service Center (largest/oldest dealer in the Washington, D.C. area) has been O.K. I am pleased with the work they have done for me (most of it under StarMark).

My complaint is that I feel like I have to struggle with them every time. It’s like the staff are in the Stone Age for customer service and generally are not that bright. Their communication skills are terrible at best. The first time I went there, it took me ten minutes to get someone to tell me where to pay.

It’s like they assume that all customers want to argue with them, and they are on guard about it. The attitude shows through from the folks answering the telephone to my service adviser (and his manager).

At this point, I only use the dealership for StarMark work. If I need a part, I order it on-line. If I need maintenance service, I go to my independent (which is much less geographically convenient and not that much more cost efficient).

As a manager, if anyone working with me treated my company’s customers like ASC staff does to theirs, the owners of my company would have MY A$$. It blows my mind that the ASC managers get away with it. The problem with ASC is the owners either don’t care or, more likely, don’t have the management skills to hire, train, and retain good staff.

It’s sad: MBUSA preaches good customer service, but ASC just can’t deliver.

Jason, good luck with your situation. My best advise is to correspond via e-mail with your service adviser’s manager. Be clear about what you want them to do. Forward a formal letter to your zone adviser that includes the response from the dealership staff. It would be great if you could publicize the correspondence you have with them.

Don’t spend too, too much time on this, and don’t hold your breath to get everything you want.

Go get them, dude.

Michael K · #5 10-16-2002, 11:14 PM

All that being said, I love my MB’s. Jason, it’s been years since I drove a C class with the 104 engine, but I’m smiling as I remember it.

Peter Fearing · #6 10-17-2002, 04:49 PM

Had my MB serviced at Motor Werks of Barrington and the work was naot what I had asked for. Upon pointing this out to the SM, the service was "re-done". SM informed me that my time was important to me and that there would be no charge for the work. Service was spot on, car washed etc. This is the way to do business. My hat is off to MB.

royaiii · #7 10-17-2002, 05:36 PM

MBUSA is hq'd in New Jersey. I'm not saying people from Jersey have attitiudes but they get really rude in the afternoon after dealing with hundreds of 9-year olds wanting AMG catalogs. Once I call them in the morning, they are the best. "How may I help you today" type of service. In the afternoon, every single one of them are rude, abnoxious and did I forget to mention rude. "How fast can I hang up the call" type of attitude. They are like soup nazis on the telephone. "No goodwill for you! Next!"

Kuan · #8 10-17-2002, 07:52 PM

HAHAHAH!!! Read this thread

http://www.peachparts.com/shopforum/showthread.php?threadid=17132&highlight=800

Kuan

Michael K · #9 10-17-2002, 08:46 PM

That’s pretty funny!

This is really quite evil. I’m sure I could go to a bad place for telling this story…

My trusted independent is equally not fond of big brother stealer down the road. I’m in for a lube service and he tells me with a big smile on his face that my E320 wagon needs front sway bar bushings that are covered under StarMark.

I book my appointment and wait to hear from my service adviser. I find out it DEFINETLY needs the front sway bar bushings. I ask him to go ahead and do the work. He calls me the next day. It’s ready for pick up; it’s whatever couple of hundred dollars ( I honestly don’t cart about the cost, but the principal I will fight over).

I tell him I’m a gentleman, but that I flat disagree with him: this item is StarMark covered. We really get into it, and I end up going in to have it out with he and his boss. I show them the item listed in my warranty. I ask them with whom do I need to speak to resolve this issue? I have never seen two men whose combined age is four times mine back down so quickly.

To this day, I have had several thousand dollars of questionable warranty work done there.

It sad that their business is such a game…

To my trused indy and all the great wrenches out there, thank you!

TimFreeh · #10 10-20-2002, 11:38 AM

It is funny how when you are buying a used MB from a dealer they always proclaim that the Starmark warrenty covers virtually everything. Then when you have a problem the "everything" coverage suddenly does not cover the part you are having a problem with. After you fight for awhile they decide that the part is covered after all.

I've had this experience several times - I use to think Starmarked cars were a great buy. I'm not so hot on them anymore because it seems everytime there is a problem you have to spend several hours arguing your case to use the warranty.

Next time you are looking at a used MB ask the manager to give you a list of the parts that are NOT covered by the Starmark warranty. Get it in writing - this puts the burden of proof back where it belongs, on the dealers shoulders.

Tim