Standingoten

Just had my A service done at the dealer and upon picking up I noticed a spiderweb crack while adjusting my seat and mirrors back.

Got out of the car immediately and walked back to service advisor to notify him. Of course the guy handling the check in and check out of cars for service takes out his iPad and immediately points to a pixelated photo that he zooms all the way into.

Claims a blob of pixels in the photo is a pre-existing crack. Escalated to service manager. She is the absolute rudest person I’ve ever dealt with at any dealership. I was upset but never got personal. She on the other hand just immediately starts yelling “LOOK IT WAS THERE”. “You see that!? Can your eyes open?” I am Asian by the way and no my eyes aren’t small.

Escalated to service director who was calmer. Still they don’t want to admit any wrongdoing. I clean my car every week or so and I cleaned it 2 days before service. I go over everything. The photos provided show no damage when I dropped the car off.

What an absolute mess! I can’t believe I paid $399 for A Service plus a crack on my windshield. Never had this happen with BMW or Infiniti.

Any suggestions on what to do?

ManiacGT

IF you have proof at drop off then provide it to the dealer principle.

if you don’t then appeal to MB directly.

unfortunately this is going to have to be proven or goodwill.

my car was damaged while in the care of the dealer. They repaired it (poorly). They could have easily denied it and frankly any incident like this has a burden of proof attached.

It could have been done by a passing vehicle (stone) and nothing to do with the dealer.

Ronglos

Comment on https://www.dealerrater.com/, yelp, and any other site you might think of. Talk to the general manager to at least discuss the rudeness of the advisor. These advisors come and go. They make or break the service department. If you can't resolve the issue with the dealer find another dealer for future service or check for an independent. What dealership is this? If you are afraid to point them out you haven't helped the next victim.

Standingoten

The dealer is Mercedes Benz of Boston in Somerville, MA.

Standingoten

To clear somethings up, it wasn’t the service advisor that was rude. He was very cordial and trying to figure out how to remedy the problem.

The service manager was the rude one who shouldn’t be in customer service at all.

fabbrisd1

Look - the best 1st step - with Service Invoice in hand call MB Customer Care during normal business hrs (800) 367-6372 - give them trhe factual info and tell them to satisfy this situation you expect the dealer to provide a new MB windshield installed at no charge.

This starts a 2nd channel process from MB-to-the-dealer to get this handled.

B*tching on websites won't help you get the job you need done - done..

Keep the beat !

hmegaly

Just a question, shouldn't the insurance take care of this without any liability over the customer? claiming that the dealer was the cause of this.

netboy

and isnt windshield repair costs like only 100$ ?

Colin G

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