Customer Sat Survey - Mercedes-Benz Forum
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#1 (permalink) Old 01-30-2001, 05:20 PM
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Customer Sat Survey

I recently completed my customer satisfaction survey for MB North America and despite a few issues, gave my salesman and the overall dealership a "Very Good" (not Excellent) rating. The sales manager called me today, very upset, claiming that anything less than Excellent was a failure on his part. Despite my buying a ML430 and E55 from this dealership last year, I now get the impression that I am no longer welcomed here for new car sales of for service (the manager said he would be afraid I'd give his service dept a poor rating also).<p>My standards are very high and I'm often critical of my own work....I thought a "very good" overall rating and the promise of years of loyalty to this dealership was enough. <p>Has anyone else had any similar experiences? The next time I buy a car, I might as well just let the dealership fill out the survey to assure they get what they want.<p>SD (PS- I could have hammered the dealership over the fact that the wrong color interior came on the car I ordered after 5 months of waiting and I had to wait another 2 months for the correct one to arrive...the sales manager never acknowledged or apologized for the mix up)
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#2 (permalink) Old 01-30-2001, 05:36 PM
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Re: Customer Sat Survey

I have had similar issues with a so cal dealer that i will no longer visit...they were ridiculously nervous about how I was going to fill out the survey to the point that I told them to leave me alone...This was after a 2 1/2 week wait on a tranny replacement at 5K miles and got the car back with a giant scratch in the left front fender that they had to then repaint-they sheepishly admitted that they did it...who are these guys?
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#3 (permalink) Old 01-30-2001, 09:03 PM
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Re: Customer Sat Survey

Steve,<br>This is not unique to Merc dealers. I am not defending them,<br>as I know this is a pain, and you should be able to put what<br>you feel, but many times allotments is tied to customer Sat.<br>I know Porsche and BMW dealers are the same way. I recently<br>purchased a 2001 Dodge Ram for my father, and the dealter <br>called me a number of times to make sure my marks were going<br>to be all "excellant". Not making excuses, but this is just<br>the way it is. The way I look at it is that I will give these<br>guys the marks they want after I make sure everything on my<br>car is the way I want. I have done this, and the next time<br>a car becomes available (when some of the Porsche's I was <br>looking for were hard to come by), they call me instead of <br>the next guy... I guess I just look at it as just playing <br>the game. Some of these bonus car's they get are because of<br>high sat cars... On dime a dozen cars, that is no big deal,<br>but when you have to wait on cars like the E55, it can be a<br>good thing... Just my 2cents...
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#4 (permalink) Old 01-30-2001, 10:04 PM
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Re: Customer Sat Survey

I had the same experience in N. CA. Salesman reminded me to check only "excellent." I did not take him literally, and gave him very good to excellent marks. Upon speaking to him the other day, he informed that the rating was not all excellent. I asked him why "very good to excellent" was not good enough? He said it was not.<p>1. It is unprofessional to ask me to fill out the questionaire to his liking in the first place.<p>2. It is insulting to complain about a "very good to excellent" rating.<p>3. It is not my fault that his German taskmasters demand absolute perfection, and absolutely nothing short of it.<p>4. There must be monetary awards given for the level of customer satisfaction otherwise, I doubt that the salesmen would be so concerned he is a *car* salesmen, after all :^)<p><p><br>
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#5 (permalink) Old 01-31-2001, 04:43 AM
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Re: Customer Sat Survey

Thanks for your feedback....I worked for IBM for 20 years where "excellent" ("1" rating) appraisals were pretty much reserved for "walk on water" performance. I have high standards and felt the "very good" rating was generous on my behalf. There were bugs with the order and delivery...it was not "excellent". The sales manager even complained that I checked "very good" instead of excellent on the price....I could have gone to any other dealer in my area and gotten the same list price deal.<p>In 28 years of buying cars, I've never had an experience like this. I suspect I now have a "RED" folder on file at the dealership reserved for those "whiny" customers who failed to give excellent appraisals. The sales manager clearly told me yesterday "not to expect any favors", whatever that means.<p>After years of BMW's, this was my first Mercedes. Unless I can find another good MB dealership in my area, its back to Bimmers when the E55 leaves the garage. SD
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#6 (permalink) Old 01-31-2001, 07:13 AM
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Re: Customer Sat Survey

I think it is unbelievable the way you are being treated. Very good means that. That they need to improve. You should write a letter to MB in NJ and let them know how you are being treated. The survey is a farce. I was bribed into giving my uncompleted survey to them for a set of all weather mats ($78). I was upset about this first, but what the heck. Now I wonder if that was the right thing to do. I'm sure if the local MB rep for the N. Calif area (I believe is name is Rick Zollman) knew of this practice, he might think differently. I say revolt, go to the top, especially if you are being "black listed"!<p>
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#7 (permalink) Old 01-31-2001, 11:34 AM
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Re: Customer Sat Survey

: I recently completed my customer satisfaction survey for MB North America and despite a few issues, gave my salesman and the overall dealership a "Very Good" (not Excellent) rating. The sales manager called me today, very upset, claiming that anything less than Excellent was a failure on his part. Despite my buying a ML430 and E55 from this dealership last year, I now get the impression that I am no longer welcomed here for new car sales of for service (the manager said he would be afraid I'd give his service dept a poor rating also).<p>My standards are very high and I'm often critical of my own work....I thought a "very good" overall rating and the promise of years of loyalty to this dealership was enough. <p>Has anyone else had any similar experiences? The next time I buy a car, I might as well just let the dealership fill out the survey to assure they get what they want.<p>SD (PS- I could have hammered the dealership over the fact that the wrong color interior came on the car I ordered after 5 months of waiting and I had to wait another 2 months for the correct one to arrive...the sales manager never acknowledged or apologized for the mix up)<br>Just to let everyone know that i was told that the ratings in service ard tied to the service person's raise. So be ready to get the same thing from the service dept.
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#8 (permalink) Old 01-31-2001, 03:51 PM
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Request a new survey

If the salesman did give you grief over the survey, call the Mercedes Customer Service number (its in your owners manual) and ask for a new survey and slam him on the new survey. I am really sick of Mercedes dealers kissing your ass but then trating you like crap as soon as things don't go their way.
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#9 (permalink) Old 01-31-2001, 03:56 PM
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BMW is just as bad

As one of the prior posts said, it is not just Mercedes. I owned 2 five series BMWs and find the BMW salesman and service departments (at least in the SF Bay Area) to be complete pricks. I in fact vowed to never buy another BMW again because of all of the attitudes I have had to deal with at the various dealers. Mercedes can be bad, but in my experience, nowhere nearly as bad as a BMW dealer.
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#10 (permalink) Old 01-31-2001, 10:50 PM
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Re: Customer Sat Survey

I would write MB and let them know about these practices. After buying my ML430 I completed the survey. My salesperson thanked me for the ratings I gave her. After the purchase of my E55, she hoped that I still found the service to be excellent (which I did) and would again fill out the survey stating as much. I never felt pressured. I have had similar, excellent dealings with the Porsche dealer in Richmond. They may face less cut throat competition as there is only one MB and one Porsche dealer in Richmond, and can afford to be more relaxed when it comes to customer satisfaction.
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