When You Complain
03-20-2007, 12:18 PM
#1
Out Of Control!!
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Join Date: Jul 2003
Location: North Scottsdale, AZ
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'71 Pinto
When You Complain
Complaint Tips:
- Ask for what you want, there’s no reason for them to give you anything if you don’t ask.
- Make compensation fit the problem, be realistic.
- Just the facts; Complaint letters should be short, direct and have relevant, specific info/documentation.
- Don’t make threats (i.e.: I will never by another MB again.); MBUSA no longer has an incentive to try to win you back as a customer.
- Sending complaints to multiple offices doesn’t elevate it they all get routed to the same place, your regional MBUSA Service Parts and Operations Manager by way of the Regional Operations Manager (ROM).
Note that the MBUSA Customer Assistance Center (CAC), as with all companies, has a series of systems, policies and nameless, faceless people in place to wear you out. Most people just give up. Therefore, your best approach most always would be to contact the SPOM by way of your dealership’s Service Manager.
- Ask for what you want, there’s no reason for them to give you anything if you don’t ask.
- Make compensation fit the problem, be realistic.
- Just the facts; Complaint letters should be short, direct and have relevant, specific info/documentation.
- Don’t make threats (i.e.: I will never by another MB again.); MBUSA no longer has an incentive to try to win you back as a customer.
- Sending complaints to multiple offices doesn’t elevate it they all get routed to the same place, your regional MBUSA Service Parts and Operations Manager by way of the Regional Operations Manager (ROM).
Note that the MBUSA Customer Assistance Center (CAC), as with all companies, has a series of systems, policies and nameless, faceless people in place to wear you out. Most people just give up. Therefore, your best approach most always would be to contact the SPOM by way of your dealership’s Service Manager.
03-20-2007, 12:42 PM
#2
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Join Date: Mar 2004
Location: Ft. Lauderdale Area, USA
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2015 ML 350
The above is Gospel. Ranting & Raving gets you a deaf ear. With MB, being Reasonable and a Gentelman will surely motivate someone to seriously look into your problem and try to help you. ASK the dealership people for their help. The pathway to reolution begins at the Dealership. The first step is to find and develop a relationship with an SA who cares about you AND your car.
Surprisingly, there are some very nice and knowledgeable people behind the scenes at the dealership backing up the service department people AND the vehicle owners.
Surprisingly, there are some very nice and knowledgeable people behind the scenes at the dealership backing up the service department people AND the vehicle owners.
Last edited by Barry45RPM; 03-20-2007 at 12:47 PM.
03-20-2007, 01:09 PM
#3
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Join Date: Nov 2001
Location: Philadelphia area
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2010 ML550, 2010 E350 4M, 1966 Corvette Convt C2
The above is Gospel. Ranting & Raving gets you a deaf ear. With MB, being Reasonable and a Gentelman will surely motivate someone to seriously look into your problem and try to help you. ASK the dealership people for their help. The pathway to reolution begins at the Dealership. The first step is to find and develop a relationship with an SA who cares about you AND your car.
Surprisingly, there are some very nice and knowledgeable people behind the scenes at the dealership backing up the service department people AND the vehicle owners.
Surprisingly, there are some very nice and knowledgeable people behind the scenes at the dealership backing up the service department people AND the vehicle owners.
