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.
As the owner of four previous Mercedes in can only concur with your above comments. Living in the Midlands I can honestly say that I've visited all the Merc dealers within a 40 mile radius of my home town and there is not one dealer I would recommend to my worst enemy. As yet I've not needed a stealer to look at the B Class as I bought it second hand from Mercedes Direct and I'm contemplating having it serviced at Andy Gayles (independant) when its due. At least you are treated properly there.
Before I bought my B Class I was contemplating a Jaguar X Type Estate. You really do have to take your hat off to their level of customer service. You get the utmost respect from Jaguar dealerships and I would have willing bought an X type, if only they made a diesel auto.
Mercedes dealers could do with visiting Jaguar and take a few, if not all, positive points away with them.
Oh well such is life.
Ross
__________________ Any luxury car can make you look like your going places, but with a Mercedes Benz you have already arrived.
They must all be the same, the dealer at Crystal Palace, the dealer on Bromley Hill, and the dealer at Dartford been to all three of them, there must be one dealer out there who can do what we pay them to do, they kept my car all day when the electric window packed up, told me thay had fitted a new motor, it lasted less than a day, went back and they fitted another new motor while I waited, who wants to bet they never fitted a new one in the first place.
They must all be the same, the dealer at Crystal Palace, the dealer on Bromley Hill, and the dealer at Dartford been to all three of them, there must be one dealer out there who can do what we pay them to do, ----
Actually my gripe is not with the dealer, whom I have found very helpful, but with the 'Mercedes Customer Services' department. I think the number you ring is the Milton Keynes one but you get transferred over to the Netherlands * and this is the department that I have had problems with.
* Please don't take this the wrong way DEHELD as no offence is intended it is just apparently where the department is situated.
Last week I contacted Maastricht (via MK) as the window trim foil was peeling off the drivers door window frame for the 7th time. Since then I haven't heard a word from the M-B organisation.
I have toured the multistorey offices in Maastricht on several occasions. How can such a large building with so many people achieve so little !!!
For those not familiar with the UK Aftersales operation;
MK = DaimlerChrysler Milton Keynes Customer Service.
Maastricht = 7 storey office block owned by DaimlerChrysler in the Netherlands that deals with Mobilo/Customer Complaints
Last edited by hovercrafter : 08-20-2007 at 03:58 PM.
Once I wrote a letter to MB Maastricht to complain about the absence of the redundant lighting. I received an answer within a week and my dealer was also informed and contacted me to further explain things.
I was very pleased about this quick response.
Customer Service or Disservice 
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