vb26

called MB two weeks ahead to schedule a hot date for state inspection. the two week advance call is supposed to qualify you for a Mercedes loaner as I was hoping to test drive a GL. Two weeks later I pull up to the valet. Get my legal papers out of the glove box and come walking in looking for SA (some guy Anthony). As I start explaining what I'm their for, I realize this guy is conversing with three other people. At this point we're having a redundant conversation. Furthermore, I start mentioning some of my concerns - like how I would like the mechanic to tap into star diagnostics and see if my ride height changed, and to also check my IC pump. I quickly pick up on Anthony's not so bright facial expression, so let deciphering process continue. Anthony proceeds to take notes and at the end mentions that he will charge $125 an hour depending on how long it will take to run through these additional checks. I then walk over to the loaner department where I'm greeted by some guy who is very enthusiastic about giving me the keys to a fire engine red Mazda 3 . Next day I'm on the turnpike revving my loaner with it's high pitched squeal exhaust note and I get a call from Anthony telling me I need to come in because he forgot to make copies of my legal papers - another day wasted. In a nutshell MB had this condescending attitude from the moment I walked in. Every response started with a "NO" but ended up "we will charge you, oh and maybe it's covered - I don't know". I couldn't find a trace of professional automotive training in my SA, who was rude and ignorant, wasted an extra day by forgetting to go through the proper procedures and the loaner department didn't come through as promised. I'm starting to see a re-occurring theme here amongst service departments. Can't these guys realize that the service experience is one of the main driving factors in making a decision for the next car purchase

Mathmik

WOW Euro Motors here in Md are really good at making you feel important! I took my car to HBL (tysons corner,va) and i can tell you they SUCK at listening and my SA was so clueless and didn't know anything, he said he was new. I told them that I would never bring my car here again!

blackcls63

wow you east coast guys have it bad...

i drive in without service appointments to merc benz bev hills, ALWAYS get a loaner (usually a c300) even if for 2 hours.... extremely polite service advisors, and everything explained up front... geez i guess we're spoilt compared to what you guys have to deal with

von32897

HBL & Euro motors both SUCK! Going to try American Service center.

m_berman

+1
It took me 1 unpleasurable experience at my buying dealer and another unpleasurable experience at a dealer near my house to end up at a 3rd dealer, MB of Beverly Hills.

MB of BH can't do enough to please their customers. I'm glad to hear that Blackcls63 has the same positive experience that I have experienced.

All you MB Owners need to patronize only dealers that fulfill your expectations.

Timeless

That is the problem...you MUST get to know your SA. He needs to become your best friend. Once you have an SA as a friend, everything becomes MUCH easier. You will get loaners no matter what or when, and he will go to bat for you on any and all possible warranty work.

And find out his birthday and drop off presents then and on Christmas.

Mathmik

Not Euro Germantown! They were on point with me so I can't knockem until they do

vb26

thanks for the tip. I would love to get to know my SA and have car talks all day long, but I'm not going to bend over backwards just so I can have proper service and a knowledgeable staff. if they don't value me or my money (which is really what it all comes down to) then it should be pretty clear what my future decision will be. Just as an example: my 3.0 X5 lease is coming to an end in January, so BMW gave me an '08 4.8 loaded X5 (pana roof, navi, camera, heated steering wheel, etc..) and told me to keep it for a week to see how I like it. I'm very impressed with the car and the service from BM.

Timeless

Sounds like you have a great relationship with your BMW dealer...hard to change with service like that.

ApproachingZero

I always get the clueless look on their faces.

I am sure accustomed to hearing, " No, it's normal, that is not covered, we could not reproduce the symptoms."

I even threatned to go to the other MB dealer about 30 miles away..... he said "okay."

Now every time i get a chance to bad mouth them, I do.... Stay away from Phillips Automotive in VA beach.

cpais

There are so many merc dealers in NY that have such a poor track record with customer service in the service department. they do the basic minimums to try and score well with Mercedes but very few of them go over the top when it comes to service. You can get much better service at many of the indys in the area so why bother going to the dealer. You always get a huge bill from them anyway, they never warrantee anything on my car so I don't bother going.

von32897

Mathmik,
I'm actually going to start having my service done at Funktion Auto in Sterling. They're a high-end custom boutique shop. Very professional, knowledgable and customer friendly staff. The owner is a very nice guy. They also perform all mercedes/Audi/Porsche schedule service at lower prices than at the stealership.

JonMBZ

If you have a problem with the sa ask to speak to another one. If they cannot address your issues speak with a manager. Don't let one person ruin it for the entire dealership. There might be one bad one and one that you fall in love with.

von32897

I'm not looking to fall in love! Just want them to do their job without making us feel like we need to kiss up to them to receive service. We are not Hyundai owners. No disrepect. I don't understand the power trips some of these guys are on.

Quadcammer

Was this MB of manhattan?

I didn't care for the attitude I received at Prestige service (I look super young) so I tried Benzel Busch in Englewood. They did a nice job, fixed the clunking in my suspension (tie rod), and gave me an 07 C280 loaner. I was happy with the experience.

starcar

Few years back when I had my C230 in for a brake change at the dealership (Tri-Cities, Wa), they've pulled a Mazda Protege for my loaner car around the corner...I was pissed! If I wanted to drive a ZOOM, ZOOM I would have gone to a Mazda dealership! When I spend my money on a benz, I am expecting the best!

lexaltezza

You didn't know? That is a 'perk' of owning a Mercedes.

vb26

this was Mercedes Benz of Fort Washington, Pa. last year I had similar experience MB Keenans of Doylestown, Pa.