What would you want to change at Mercedes-Benz? - Page 2 - Mercedes-Benz Forum

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post #11 of 41 (permalink) Old 02-03-2009, 04:05 PM
MTI
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3) This is for MBUSA, as well . . . the "Flash" based website is terribly slow and annoying.
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post #12 of 41 (permalink) Old 02-03-2009, 04:15 PM
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Provide heat resistant glass as standard in hot countries like Australia. My C350 (W203) would be 'perfect' if that was fitted. In bright sunlight a lot of heat comes through the wind screen.
Also, a comment on manual gear boxes. The 'fleet average' fuel consumption mght be degraded if too many manual cars were produced. I think that auto transmissions give better economy for the _average_ driver. Obviously you can drive with spirit using either transmission, or drive frugally.
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post #13 of 41 (permalink) Old 02-03-2009, 04:53 PM
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Originally Posted by Derek Lecours View Post
It would be nice to go into a MB dealership and ask about some info on your car, and not have them look at you,.. and then ask you why do you want to know that.

Most info is kept as if it is Top Secret.

Car enthusiasts want to see the work being done and ask questions also. Dealers don't make that possible.

This secrecy is very frustrating and makes one suspect that they're being taken for a ride.

Quote:
Originally Posted by TeeZee View Post
I completely understand where your frustration comes from. It's not that they are trying to keep secrets from you, they are only legally allowed to show the hisotry of the vehicle that has been done while the customer owns the vehicle. I am sure they would love to show everyone what has been done to the vehicle, but are just not allowed to due to privacy issues. Just assume that if no dash lights are coming on, all the maintenance services have been done.
Not sure what law you are talking about??

But the point Derek seems to be making is basic information that any enthusiast would what to know, from what brands of oil work best to torque values of parts. Doublespeak like above is why owners get frustrated.

Bill
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post #14 of 41 (permalink) Old 02-03-2009, 06:15 PM
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Quote:
Originally Posted by MTI View Post
3) This is for MBUSA, as well . . . the "Flash" based website is terribly slow and annoying.
I agree. There are also loading issues on Mac. They need an HTML website with some inset flash.
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post #15 of 41 (permalink) Old 02-03-2009, 08:45 PM
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I bought my S 430 used, but still under factory warranty, from an independent dealer. When I took my car to the dealer for service, I was told that no loaner would be made available to me because I didn't buy my car from them, even though one call required the car for a weekend.

I bought my wife a Lexus LS 430, used but still under factory warranty from the same dealer. The Lexus dealership has treated her like she was the only customer they have. She gets a NEW (not a nasty fleet car) loaner even if her car is in for half a day, they follow up repair and service religiously, and have done $4200 in warranty repairs (driver's seat heater, mirror motors on both sides, and rear window shade assembly) without blinking. The fact that we didn't buy the car from them has never been mentioned.

The Mercedes dealer put off a TPMS repair until the car was out of warranty by resetting it three times. Now that it is out of warranty, he wants nearly $1000 to repair it.

I have owned two other MB (W108, W124, and this one). In the other two cases, I was treated as I expected to be treated by the dealership rather than like I had s*&t on my shoes. If this is the level of customer service MBUSA allows its dealers to offer, you deserve every slam you get.

Instead of asking what more you can do, why don't you do what you promise to begin with?

"Don't pick a fight with an old man. If he is too old to fight, he'll just kill you."--John Steinbeck
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post #16 of 41 (permalink) Old 02-03-2009, 10:03 PM
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I hope I have one soon.
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post #17 of 41 (permalink) Old 02-03-2009, 10:10 PM
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Quote:
Originally Posted by Derek Lecours View Post
It would be nice to go into a MB dealership and ask about some info on your car, and not have them look at you,.. and then ask you why do you want to know that.

Most info is kept as if it is Top Secret.

Car enthusiasts want to see the work being done and ask questions also. Dealers don't make that possible.

This secrecy is very frustrating and makes one suspect that they're being taken for a ride.
Actually few years back I was teaching my dealership guys that the cars they sell do have governors installed. Evidently not too many customers set cruise control above 115 mph.
I would be satisfy if they go back to free cappuccino and scrap the coin operated one.
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post #18 of 41 (permalink) Old 02-03-2009, 11:52 PM
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Quote:
Originally Posted by TeeZee View Post
Hey guys,

I just started an internship job at Mercedes-Benz and one of my projects is to think of some ideas that other dealerships do that Mercedes doesn't, or anything for the future of Mercedes. To give you an idea of what I'm refering to, some of the ideas are: providing computers with internet connection for the waiting room, tinting windows, providing a food bar(like Bmw), Nitrogen filled tires, In-car Breathalyzer, etc. I don't want anyone bashing my ideas please, the point of this is to come up with any ideas that would better serve the customers or improve the luxury of the vehicles.

Your ideas would be much appreaciate

Thanks

Please forget the internet connections or the food bar. To me, a luxury car dealer service/repair experience is not about how many amenties you can provide to the customer, it's about honesty, integrity and professionalism. Without these, all of the other crap is like putting lipstick on a pig. You'd think these qualities would be a given for all Mercedes dealers, but sadly, they're not. Until every Mercedes dealers can cover the basics, don't try to fool people into thinking they're getting good service just because their dealer provides a fancy waiting area with gourmet coffee.

Neil
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post #19 of 41 (permalink) Old 02-04-2009, 01:20 AM
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What dealership you are using Neil?
The one in Walnut Creek looks like 5-star resort entrance. Those guys are ripping off the customers without mercy. 200% markups on parts is common, fictional work and once they even stole Walkman from my car in times when Walkman cost well over $100 and SA only downplayed it.
Than they have constant waiting lanes. The fancy entrance, free loaners and carwash works for most.
They even put coin slot on cappuccino
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post #20 of 41 (permalink) Old 02-04-2009, 06:05 AM
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Quote:
Originally Posted by DrJfrmLA View Post
I bought my wife a Lexus LS 430, used but still under factory warranty from the same dealer. The Lexus dealership has treated her like she was the only customer they have.
Growing up, this was the attitude I saw at the mercedes dealership when my dad would take the car in for service. The shift to the other end of customer service has been dramatic over the last 30 years or so. I have to think that a lot depends on the dealership as well. The one closest to me is terrible. The only person there who I want to speak to is the parts guy. The rest of them are just a miserable bunch. I was picking up some parts this summer when one of the "managers" reamed an employee for walking through one part of the dealership instead of walking all the way around. He did this in front of customers.
The feeling when I go in is that I expect to be ripped off. When our old M-class went in for recall work, I received a phone call saying that the rear springs were broken and a bunch of stuff was wrong. I believe that they quoted me $7000 for repairs. When I told them I did not want the repairs, the guy got really huffy and told me I would have to sign a waiver if I wanted the vehicle back. Went up, had to have a sit down with the service manager. When I told him that I was taking it to a well known independant mercedes shop, his attitude changed. There was no waiver to sign. The other shop found nothing wrong with the m-class (certainly not broken springs!). Mind you, NOTHING.

Customer service is everything. If you want to improve MB, start right there. And just because you drive an older mercedes, it does not mean that you deserve any less courtesy.

Mike
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