It really is important to fill this in if you have any complaints after buying the car. As another forum member pointed out, the salesman will not receive his commission if he does not score highly enough. Following my concerns re door mirror (see separate post), I made some critical points on the questionnaire. I had the salesman ranting on the phone to me at 8.00 am this morning re my negative comments and how it had cost him thousands. What a cheek! Yet another call to the sales manager will follow...
It really is important to fill this in if you have any complaints after buying the car. As another forum member pointed out, the salesman will not receive his commission if he does not score highly enough. Following my concerns re door mirror (see separate post), I made some critical points on the questionnaire. I had the salesman ranting on the phone to me at 8.00 am this morning re my negative comments and how it had cost him thousands. What a cheek! Yet another call to the sales manager will follow...
I had a delivery problem a year ago ,MB's fault not the garage, I said I would give a bad report the salesman who was very good said it went against the garage and when I collected the car offered a free service.I told him I was not interested but would not send the questionaire off ,if he knocked £400 off the price .He did this after consulting his boss.
Maybe I should have tried for a £1000.
It seems to me that the Mercedes-Benz mentality is that it is the dealers responsibility to smother, cough, resolve all customer issues regardless whether there is a dealer fault or the car is poorly design / manufactured or the warranty department of DC has got so big for its boots that it causes complaints through totally restrictive or customer unfriendly practises.....
It always makes me smile when DCUK go bananas after a mortar bomb is lobbed at their ivory tower by independent customer surveys.
Swingeing fines on foot soldiers won't cut it. The CSI will remain poor until the foot soldiers are given the tools, communications and the environment to succeed. That requires the management of DC to take a different attitude.... starting with accepting responsibility.
It seems to me that the Mercedes-Benz mentality is that it is the dealers responsibility to smother, cough, resolve all customer issues regardless whether there is a dealer fault or the car is poorly design / manufactured or the warranty department of DC has got so big for its boots that it causes complaints through totally restrictive or customer unfriendly practises.....
Hear Hear.
I Totally agree especially when the treat you as they treated me (ie over a week to supply a computer code (from DCAG) that should have been supplied in 24 hours) and then they try to blame it on the dealers.
Although I agree that the customer questionnaire is a means that we customers can use to play against a bad dealer or a car having a factory defect, using it might carry some backfires, imho. If the dealer, for whatever reason, is really offended by using the questionnaire as a 'threat', the dealer might 'blacklist' you. One bad thing he can do is when you bring the car in for service and maintenance in the coming years, he might ensure something in your car will go bad and needs replacement .
Quite often the dealer and foot soldiers are just as frustrated as the customer and more sympathetic than they are allowed to show. They will see the same problems you have times X number of other customers in similar positions.
I guess there will be people who will take umbridge with a customer but mostly their concerns lie with their employers / franchise. Having spoken to a salesman I have known for some years who got "clobbered" he was more fed up with his job than his customer. Not the intended motivation DCUK had in mind I think. Good management is always more successful than bullying.
update: picked up new B200T today, my sales rep asked me to bring back the survery without filling it and he will give me some free gifts ...tshirts, caps etc.......nice way to ensure he gets paid..
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2008 Benz B200 Turbo w/ Premium Package White
2005 Toyota Sienna CE (POS...breaking lease to get the benz)
1996 Dodge Stratus (great car first repair on it's 5 th year)
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