I had my car serviced last week to fix my in dash problem. It was just a matter of resetting the computer? Anyway. When I was leaving my service advisor called me over and told me to be expecting a survey, and I thought no big deal. And then he said "i expect it to filled out with exceptional ratings." Has anyone else encountered this?

 

be honest on the survey...it's the ony way to straighten out the problems at service centers

You might also mention his comment in the notes section of the survey....that's pretty arrogant, even for a Benz dealership.

 

Definetly mention the comment. They shouldn't be saying things like that to any customer. And, unlike many surveys, these actually are viewed and used by MB.

 

Every time my dealer calls and/or sends a follow-up letter to that effect, but a little less arrogant, as they want to be contacted first if there is a problem.

Apparently, they live or die by these surveys, which is a good thing if there are issues.

 

what dealership might i ask?

 

Caliber Motors

 

my dealer told me that for each customer that gives anything less then excellent rating, the individual sales/service guy loose 2% of his commission. And each time I go there they kindly remind me to give all excellent ratings. Nothing arrogant though.

 

they just don't want to get B-slapped by the mothership for poor service.

I believe that these surveys get sent directly to MB headquarters and the service advisors never see them so be honest and slam em for anything wrong, but if they do give good service, make it known as well.

 

yes, my dealership has asked me to do the same thing. i was honest and put on there what was wrong.

 

i generally just hand over these surveys to my advisor in exchange for a free tank of a gas. our advisor is good, so we have no problems with him or our mechanic. it's the rest of the service department that sucks.