My car is in the shop for a rear, passenger side window regulator replacement and also a front passenger seatbelt buckle that is positioned too high so that it shakes and makes contact with the center console when I'm driving.

I was reminded by a thread on here to ask them to address the in-cabin odor problem. So, I called the dealer, left a message and suggested to them to please look into this issue as well. I believe I mentioned in the message that I heard about some possible remedies on-line.

I called them today and asked my service advisor if he listened to my message. He said he did and that he would have to ask me to come back on a different day to have the "air conditioning cleaning" (as he called it) done.

Then he imparted some words of wisdom to which I took umbrage. He said in a condescending tone, "you know, if you listen to every thing on the internet, you'll go crazy."

Here's the thing, this particular service advisor has been a straight up rude dick since the moment we met yesterday. Each time I would point out an issue, he would respond with skepticsm and doubt or outright dismissal.

Finally, when the mechanic validated some of my observations, I was relieved from the duty of proving every problem in front of witnesses. These same issues could be seen and heard without my presence.

Immediately upon hearing the service advisor tell me that I shouldn't pay too much attention to the internet for information on my car I responded, that "the smartest, most experienced, people who drive and work on these cars -- outside of AMG engineers -- post information on the internet. And there is more available information on my car and problems that arise for my car's model than I would likely be provided from the dealership."

I just think it's rediculous that in this day and age, service advisors are not made to be up on the latest discussions regarding our vehicles. Even just knowing how to navigate sites like MBWorld and being familiar with the different topics and subtopcs, particularly warranty and repair issues, would have clued my service advisor into the amount of quality info being shared online.

Vendors of aftermarket parts are active viewers and members of this site. And to my knowledge some dealerships have internet specialists that read these kinds of sites. But there are still some dealership service departments that want to go at automotive service the old-fashioned way: doubt the customer, offer up irrational excuses, and pretend that that little budding concept called the internet is merely a flash in the pan.

Here's to hoping that my car has very few warranty issues for the duration of my ownership.

 

Well said, my friend. In the dealer's mind, we're all just a bunch of complainers who share info with other complainers online. None of what we say has any merit unless the dealers' noses can be rubbed directly in the defect. Even factory bulletins, if found by us on the internet, are considered meaningless, and they are insulted that we even suggest repairs we've heard will solve chronic and widespread problems.

 

that's pretty typical of a dealership . the dealership here in el paso , since i have one of the few mercedes that has lots of mods , listens to most of the issues i have and finds a way to fix them . i have actually turned them on to MBWORLD and they actually look at some issues for reference . glad to say that i have an understanding dealership .

 

Thank you. And, well said.

 

I'm genuinely happy for you. You're fortunate to have a cool dealership to service you car. I think the dealership you go to is setting a good example.

 

"you know, if you listen to every thing on the internet, you'll go crazy."

Actually, there is some truth to that, lol.

 

Yes, there is plenty of truth to that. But context is everything.

 

Sounds like you are in desperate need of a new SA, lol.

 

I went through about 3 service advisors before I got to one I like (or perhaps one that could tolerate me - IDK). Even then, it took several visits before we really understood each other. Just talk to the manager - you don't want to be rude - and say "there is nothing wrong, but my current SA and I just don't get along. It is just a personality thing and I would like to try a new SA." Maybe it is just a personality conflict, but if its not and he treats everybody the same way, then the manager will soon get the message about this guy.

But I also think that about 80% of the stuff on the internet is complete, 100% B.S.

 

That's a good idea. I may attempt this if things don't improve.

 

True that.

 

Fwiw, I do agree that the forums are a great way to do research and learn about a vehicles +'s and -'s. However, I recently realized that it can also be a place where some problems can look a little exaggerated.

Example- I recently bought a new truck, so I started doing some research. Was looking at the Toyota Tundras on a Tundra forum at first and saw A LOT of people talking about an axle "clunk" and how it had been recalled in 08 and early 09 models with select VIN #'s. To this day the design had not been changed and these people were either stuck with it or finding their own solutions. This looked like a major problem to me at first. I have an older brother who has been into Toyota for many, many years now and recently got a job at a Toyota dealer. Asked him how many trucks had come in with this problem, so he asked around. Turns out, he had never heard of it and the dealer had never delt with a claim on this subject.

I think that sometimes you can get a small number of people that have a problem looking for help on the forum. This generates a fair amount of traffic to a sight when someone just googles the same problem and finds the forum, which in turn, makes it look like a huge problem to the forum viewers.

Basically, this was not a major design flaw and was not a huge problem. It just looked like it on the forum because the few people who had the problem, came to the same place to find answers.

That said, forums are still a great place for research and to gain knowledge about a vehicle. Just don't get caught up in the hype of some of the issues that you find. Dealers should really take your concerns seriously though. Forum info or not, your car is back at the dealer because of a problem and you deserve the benefit of the doubt.

 

I find that most people respond by the way their treated and Mercedes goes to great lengths in training their SA. If you got off on the wrong foot, there maybe nothing that will repair the relationship and I'd call the service mgr and request somone else. Remember the SA are evaluated with a comment card that is usually sent by email so in the end you'll get the last word if you want.

 

I've had an SA just like this in the past and ended up going to a new dealer...the problem is many of these guys have no passion for cars so will never go online to learn more...the report card idea is good but the problem is their public and I'd be paranoid next time the car was in the ex-SA had a word with one of the mechanics...

 

the best idea is to ask for a new adviser when you make your next appointment. on whatever survey you get from them let your thoughts be known in any comments area, or write the adviser or service manger an email but don't give a bad survey cause of the personalities not meshing. the surveys directly affect the advisers income so keep in mind there is a way to let him have it without being too mean

 

I have quoted mbworld and even provided my SA with a link to a thread for an issue I had in the past. He checked it out and mentioned, eventhough the problems are similar, they are different. He was right, and eventually fixed my issue. But he did take the time to check it out. Props to my SA!

 

Thanks for the suggestion. I will play it by ear.

 

I'm not the type of person that wants to mess with someone's livelihood. I'm just a car guy and I'm reasonably intelligent (read average) and I don't like interacting with people that seem to lack mutual respect when initially meeting.

But, I may ask to speak with a different SA next time. You know, see if there's a better fit. And maybe the new advisor will show some initial concern for a customer's car.

 

In the BMW world, the problem is that there are dealers who log on to forums to track members who have mods and void their warranty.

I don't think it's dealers in general who have that attitude but more the SA himself choosing to have a negative view on the Internet as a whole. His loss...

 

You're the customer, and they are providing a service to YOU that you paid for.

Why play the "maybe will ask for a different SA" next time? Just ask for one directly and get to someone else. No sense dealing with someone you don't get along with, as the customer you should be pleased w/your SA.

Don't over complicate this, as though you're breaking up with a girlfriend or getting a divorce, LOL.

 

Thanks.

 

Off topic, but Yesterday, or this morning, Toyota released a TSB with regards to that problem, a voluntary fix (not a recall).

 

Nothing grinds my gears like a SA that blows off your concerns and treats you like you are getting in the way of their day and thier lunch time. Go directly to the manager and tell them face to face whats going on and remind them about internet reviews, poor ratings on their MB service reviews, lack of word of mouth refferals in the future, etc.

I'd even back it up with a letter to the dealership owner/corporation if needed.

 

I found a great SA!! Look around and get someone who is there to help!!

 

The problem is some of the old school guys are just that. They don't know anything about computers and don't use them for anything other than email. I work at a dealer and I spend a lot of time reading anything I can online and listen to peoples complaints so that if I do have someone come in I actually know what they are asking for. I also provide info for upcoming things and try to help out whenever I can because I am grateful for people that come online and try to figure things out on their own because it saves me time if everyone is willing to read their owners manuals or look online before calling. I do not mind calls, but they get difficult to deal with at times. One issue we do get at the dealers are the bulletin guys. We get customers that learn every DTB and everything that can go wrong with their cars and just say they are having all these problems even when they are not just to get the issues fixed before they occur or before the warranty expires.