My car also got injured at dealer service - PeachParts Mercedes-Benz Forum

Flash Gordon · #1 04-01-2003, 02:45 PM

Took my baby in for warranty service this past Friday at the dealer in Bridgewater, NJ. The car was noisy at idling and when accelerate from stop. The side mirror was not tilting correctly when reversing. When I went back to pick up the car, they told the noise was due to the engine mounts and the dealer had a TSB from MB. Had to schedule for another service, but told me the mirror was fixed. When I got into the car, I noticed the mirror was not fixed at all. So the foreman came to look at it and agreed that some parts of the mirror need to be replaced. Fine, even though it was a wasted trip for me that day because nothing was fixed

Here comes the sad part. I went on to the freeway and noticed the steering wheel was off center to the right and the car was pulling to the right.

I called the dealer immediately and told them the problem and they told me to bring it back in. After checking, they confirmed that the alignment was off. I was rather upset with this. To me it meant someone took my car out and hit something or a pot hole that caused this problem. Due to the very bad winter we had in the Northeast, there are still many pot holes everywhere. I am more concerned with the possible hidden damage to the front end

The assistant service manager told me in a non-chalant way that they will fix it when I bring my car in the next time for service, April 17. She wanted me to drive the car that pulled to the right for another 3 weeks!!! At this time I was really upset

but I tried to control myself. Not a word of apology from the assistant manager during all this time

I told her that I had two problems with the car and none was fixed and now I had to go home with a third problem!!! She just stared at me!!! Finally she told me that if I wish I could bring the car back on Monday. It was only 3:30 at that time, but they could not accomodate me for the damage they did to my car.

I took the car in yesterday. They aligned the car and told me the camber was off. The assistant manager never said anything that even remotely resemble an apolog through out the ordeal. Amazing way of servicing a customer!!! I hope she does'nt expect me to grade them excellent. I am thinking of writing a letter to their general manager about this incident because I feel that the dealer was never interested in finding out who did this to my car. They acted as if this was nothing to get excited about. Maybe their people do this on a regular basis to the customers' cars so they are used to it. Who ever did this to my car should have come forth with it. If I did not notice it immediately, it would have been too late a day or two later to do anything about it, and I would have been stuck with it

Any suggestions?

pentoman · #2 04-03-2003, 09:22 AM

The 5,000,000th story I've read of the crappy service of the US Mercedes dealers... it's very interesting to hear them all though

Maybe MBUSA should do what Mercedes UK did (I think it was Mercedes), and sack every single dealer. Then they selectively re-hired a selection of them, probably only if they were any good.

It's very common here for people to go to good independants for work even on brand new cars.

In fact, the man who I bought my 190E from (he owned it from new) has his brand new W203 C-class serviced at my Dad's independant garage, which is a 2.5 hour drive out of London to the West side of England! He drives out, waits while its done, admires his very shiny old 190E if it's there

and drives back to the city..

brianw · #3 04-03-2003, 12:10 PM

Flash, I wish I knew what to tell you. As pentoman said, there so many stories out there similar to yours, I can only hope other dealers are treating their customers the same way...unacceptably! How is this allowed to continue and where is MBUSA on all this. I just posted a response about the mysterious score card. I have never received one of these cards. Has anyone? How are we supposed to amke sure the people who spend $35,000 - $200,000 for an automobile are heard?

Very frustrating and I really fell for you as there is not much more frustrating than wasting time at a dealer.

Tell them your true feelings about how you were treated...in person.

Best regards.

Flash Gordon · #4 04-03-2003, 02:45 PM

Quote:

Originally posted by pentoman
The 5,000,000th story I've read of the crappy service of the US Mercedes dealers... it's very interesting to hear them all though

Maybe MBUSA should do what Mercedes UK did (I think it was Mercedes), and sack every single dealer. Then they selectively re-hired a selection of them, probably only if they were any good.

It's very common here for people to go to good independants for work even on brand new cars.

In fact, the man who I bought my 190E from (he owned it from new) has his brand new W203 C-class serviced at my Dad's independant garage, which is a 2.5 hour drive out of London to the West side of England! He drives out, waits while its done, admires his very shiny old 190E if it's there and drives back to the city..

I wish I could take it to an independent shop, but due to the warranty related work, I had to take it to an MB dealer to get it done. No choice---------

Flash Gordon · #5 04-03-2003, 03:08 PM

Quote:

Originally posted by brianw
Flash, I wish I knew what to tell you. As pentoman said, there so many stories out there similar to yours, I can only hope other dealers are treating their customers the same way...unacceptably! How is this allowed to continue and where is MBUSA on all this. I just posted a response about the mysterious score card. I have never received one of these cards. Has anyone? How are we supposed to amke sure the people who spend $35,000 - $200,000 for an automobile are heard?

Very frustrating and I really fell for you as there is not much more frustrating than wasting time at a dealer.

Tell them your true feelings about how you were treated...in person.

Best regards.

Thanks for your empathy

The dealer told me the car was aligned and nothing in the front end was damaged. It had to be a pretty strong jolt to knock the steering wheel off center!!! To be honest, I am not sure they are telling me the truth. Because the person who did the damage never came forth to tell the management about it until I brought it to their attention. No apologies were extended from the assistant service manager who handled the whole ordeal. They have lost my trust in them. I am seriously thinking of bringing my car to an independent to have a good look at it.