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post #11 of 15 (permalink) Old 09-15-2007, 08:33 AM
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When I had my Porsche the same Stealership also owned Mercedes Benz of Orlando. I had amazing personal Customer Service. In fact Porsche of Maitland Florida even enrolled me in their Porsche magazine. I had personal telephone calls from them. Shocking enough; they even greeted me enthusiastically.
Yep; Porsche took care of me very well.
MB, your so different.
So very very different....

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post #12 of 15 (permalink) Old 10-03-2007, 10:40 AM Thread Starter
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They NEVER call to see whether I am happy or not and I have been in a couple of times.
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post #13 of 15 (permalink) Old 10-03-2007, 03:00 PM
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Gee, I guess it is nice to shop at the dealer who consistently rates tops in customer satisfaction. Viti Mercedes in Tiverton RI treats everyone like how they would like to be treated. Service is stupendous. Salespeople do not hover over you or push you. They answer questions and let the vehicles sell themselves.

I have to say the same thing for James Mercedes in Lexington, KY. Awesome service from the sales department. There are great dealers out there, just don't lump them all together.
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post #14 of 15 (permalink) Old 10-03-2007, 06:13 PM
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Originally Posted by Benzo350 View Post
Has anyone else had horrible customer service from start to finish? My salesman was substandard (IMO). I just had an experience with the service department recently that made my salesman seem like employee of the year. Oy! I have an ML350. I will be more specific in that forum, but I was just wondering if it is just me. Shouldn't Mercedes do a better job at customer service?
You didn't say were you are, or what area your dealer is in [now would be a great time to fill in your profile so folks might help you work through issues locally] but I have found that some regions are much better at customer service than others. I have also found that MBUSA stays as far out of the loop on Dealer v Customer issues as possible claiming that the dealer is an independent franchise and "not their issue". So the dealer, and region knows going in that the customer really has no big support coming from MBUSA.

On a vicious problem that I had with Friendly Motors [the MB Dealer in Wappingers Falls NY] that pretty much went to the top of MBUSA I was told point blank that MBUSA was not responsible at all and they had more "F**K YOU" money than I had. When a dealer knows he is backed up like that, he can run his business how he wants.


Being smart is knowing the difference, in a sticky situation between a well delivered anecdote and a well delivered antidote - bear.
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post #15 of 15 (permalink) Old 10-03-2007, 09:16 PM
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Originally Posted by Benzo350 View Post

They NEVER call to see whether I am happy or not and I have been in a couple of times.
Three words: Regional Service Manager.

I'd call the 800 Mercedes number, tell them I need to speak to the "Regional Service Manager" for my area.

When you get him or her on the phone, explain that you'd like to have your car serviced at the *best* dealership in his/her area. If he/her mentions the dealer you went to, tell him/her that you've been there, and THAT is why you're looking for a BETTER place. If MB USA is anything like Porsche Cars North America, the owner of that dealership will hear about it, as will the dealer's service manager, your service writer, and the wrench that worked on your car.

Whatever the service department did wrong, just might be handled differently in the future.
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