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

1988 300 SL (5 Speed)
1994 E320 Wagon
1997 C230