Mercedes Benz and AMG Owners

No callback yet from the service manager...

I called this morning after 11am (I was told when I collected the car the previous day to expect a call back) and asked again for a call back to be told "someone will call you before the end of the day". I should give them until 18:30 really, that is their closing time but I suspect I might be disappointed.

My message this morning was polite, relaxed and simple. No histrionics as that gets people nowhere in these situations and frankly its a first world issue.

"Slightly concerned to hear X and then see Y (tyres and paraphrased) and I wish to discuss this with the service manager please as I am not very happy about this and a couple of other points I'll share when they call".
 
Housey said:
No callback yet from the service manager...

I called this morning after 11am (I was told when I collected the car the previous day to expect a call back) and asked again for a call back to be told "someone will call you before the end of the day". I should give them until 18:30 really, that is their closing time but I suspect I might be disappointed.

My message this morning was polite, relaxed and simple. No histrionics as that gets people nowhere in these situations and frankly its a first world issue.

"Slightly concerned to hear X and then see Y (tyres and paraphrased) and I wish to discuss this with the service manager please as I am not very happy about this and a couple of other points I'll share when they call".
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Cross post but I have a tyre perishing issue that I chased up yesterday and today. My local service manager called and explained how the previous owner may have been a builder and it could have been submerged a lot of its life :confused:

I asked him to put in writing what his position was and he agreed and said he'd get right to it, still haven't seen anything.

Their solution was for me to buy 4 new tyres and they'll send the old ones back to Yoko and see what happens.

So universally poor comms and attitude from Mercedes it seems.
 
We have now done 1500 miles in our CLA 35 Shootingbrake and are absolutely in love with the car. For us it is the perfect balance between practicality and performance. Stick it in comfort and it is quiet and refined about town, pop it into sport or sport+ on the open road and it gives a very lively drive that makes you forget your throwing an estate car (all be it a small estate) through the twistys.

Our MB dealer has also been excellent, which seems to fly in the face of general dealer opinions. They kept us informed on changes to delivery date regularly and although they weren't for giving a discount on price they did do us a good deal on a service plan (4 services for just under £1000). We have had 2 courtesy calls from them since collecting the car just making sure we were happy with it and that everything was ok. They also let us know when our much loved Abarth 124 that we traded in was sold and assured my gf that it was going to a good home lol.
 
So my 66 plate V250d threw up a handbrake error the other day, red warning on screen, suggests looking in the manual for an override. Managed to release the (electronic) brake, got the car to my local mechanic who diagnosed the handbrake control module as being faulty. Unfortunately he can't replace it since it needs coding to the car so it's got to be done at a Merc main dealer.

Not looking forward to having not deal with them frankly, based on what I've been hearing. :(
 
bazzabear said:
You may have already done this - but worth checking the age codes on the tyres to see how old they really are? If old stock was used, they could be older than the car!
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Haha, funny timing - had just done this. All manufactured the 37th week of 2016. So they are outside of the Yoko 5 year warranty which makes this very much an MB issue I guess?

The car was first registered in September 2018 so they sat for approx. 2 years before being fitted...
 
I have called them again, 3rd day, 3rd time and asked again for them to call me.

If I get nothing back by close I will be visiting them tomorrow and putting into the hands of Mercedes UK.

No rush, not about getting money, it's about getting satisfaction and being treated like any customer has the right to expect.
 
Housey said:
I have called them again, 3rd day, 3rd time and asked again for them to call me.

If I get nothing back by close I will be visiting them tomorrow and putting into the hands of Mercedes UK.

No rush, not about getting money, it's about getting satisfaction and being treated like any customer has the right to expect.
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Good luck. My experience of posher brands is that they literally couldn't give two hoots about acceptable customer service. They know that for everyone they annoy, there's another two new customers to deal with. To this day, the best aftercare I've had from a main dealer is Toyota. They literally couldn't do enough for me.
 
Well it’s now into the Mercedes’ UK customer complaint team and heading to the AMG team in the Netherlands they tell me. 5 day response time so let’s see.
 
We have spoken….very very apologetic…..left them to consider their response, but decent discussion.

Let’s see what happens from here, no rush, will speak again tomorrow.
 
Lowe said:
Good luck. My experience of posher brands is that they literally couldn't give two hoots about acceptable customer service. They know that for everyone they annoy, there's another two new customers to deal with. To this day, the best aftercare I've had from a main dealer is Toyota. They literally couldn't do enough for me.
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Ive pretty much always gotten satisfaction when things go wrong as I’ve got a few cards to play but it is a real pain to have to do it agreed.
 
Had a rather frustrating experience today. Car is coming up to 3 years old now so booked in for service, MOT and some warranty work (headlight throwing up dipped beam errors and an annoying squeek still). During the service they picked up that I needed new tyres, price was a little steep but asked if they could bring the price down. Got a call back confirming it would be reduced slightly so gave the go-ahead. They picked up that one of the rear shocks was leaking, it's covered under warranty. Thankfully I was in a courtesy car, they kept the car a couple of days. Was given the great news that it was ready today, went to pick it up and was excited to drive it witout the annoying squeek.

Got to the dealer, no issues, keys handed over and pointed to my car. Got to the car, started to look around and noticed some marks on my alloys. A closer inspection reveals marks all over the wheels and gouges where they have obviously attempted to fit the tyres. After going back in and bringing it to the attention of the service advisor and service manager they confirmed that this is going to be rectified and I should expect a call on Monday. Really soured the experience but mistakes happen, frustrated that I noticed it and the tyre fitter hadn't owned up. When I got home I was looking through the photos that I had taken at the dealer and realised they also fitted Pilot Sport Cup 2's and not Super Sports as per what the car had on from factory and the conversation I had about the replacement tyres. By that time that I had realised they were closed. Not too sure if they are open tomorrow just worried now as I drove off without checking and hoping they don't get funny about it :(
 
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