 Customer Service or Disservice
I would like to know what members experiences are of Mercedes Benz 'Customer Services'
During the recent purchase of my B class I needed a code from Mercedes to disable the passenger Airbag & SRS alarms due to the fitting of my wifes mobility seat. The code was ordered by my dealer and was supposed to be supplied by M/B within 24 hours. As nothing had happened I contacted Customer Services.
To cut a long story short I spoke to 3 advisors 2 were polite enough one was rude. No one really wanted to take on board the urgency of my problem. All promised to ring me back none bothered. They did not resolve my case. I sent a letter of complaint to their head manager who passed it down to a local manager who stated that they were unable to contact people in Mercedes who could sort out my problem. As I told the manager in my letter they are a dead loss. They seem totally unable to prioritise any problem. (ie a serious problem or safety issue is no more important than say how to clean a mark off a seat & is given no more urgency). They say they have to follow basic set procedures & it is not possible to speak to a manager to escalate a problem.
It would appear that their job is to protect Mercedes from complaining customers.
They are the worst customer service group I have ever encountered. Useless. |