Ramphaus

Took my wife's RX330 into Lexus for service today, as well as dropping my E500 off at the MB dealership right next door (They share a large parking lot, that's how close to one another they are - even though they are owned by different groups). Here's how it went:

First arrived at Lexus: They directed us where to pull in, OPENED THE DOOR for my wife, said "Good afternoon, how are you doing...," escorted us inside the facility, sat us down on a leather sofa and in less than 60 seconds our personal service advisor (who has always been the same person) walks in. He walks with us to the Starbucks coffee stand which is in the middle of this marble floored building and asks us if we would like anything to drink (there were sodas and water also). I grabbed about 3 Otis Spunkenmeyer cookies and followed him back to his office where he handed us keys to the loaner car that was already out front waiting for us and he said that our car would be ready at 2:30pm. We got a call at 2:15 saying that the car was ready and we drove up, they opened the doors for us and escorted us to the billing dept where we paid $0 and when we turned around our car was already there waiting for us.

Just after getting the loaner car we drove across the parking lot to the MB service center for me to drop off my E500. Here's how it went:

I drive up to the driveway and waited 5 minutes for someone to approach the car. NOBODY in sight. I get out of the car and walk inside into a crappy-*** waiting room with one 19inch TV (the Lexus dealer has a "Silent" room with plenty of leather sofas and a 50 inch plasma screen). I walk to the standard bullet-proof glass billing desk and ask if they could get someone to help me outside. I go back outside and wait next to my car for 10 more minutes wondering how the hell I convinced myself to spend 60K on my car (yes, I know the driving experience is different, but that isn't what was coming to mind at that time). A lady who I've never met comes out and says your car will be ready at 3pm, see you then... We leave the Lexus dealership after picking up the RX and go back to the Mercedes dealership - 2:45pm. Again, I can't find anybody to help me figure out what the hell to do...I walk up to the friggin desk and ask if my car is ready yet and they said that they were just putting it on the lift right then. ARGH...I went and sat down in the waiting room where there wasn't even a water cooler. Old magazines...waiting...waiting...4pm...screw this...my wife and I go back to the Lexus dealership and start surfing the internet in their Business Center for customers - 6 Computers with phones, all wired. 4:45pm Mercedes calls, your car is ready. I go back over there and they bring my car around...WASHED!!! I ASKED THEM NOT TO WASH IT!!!!!!!!!!!!!!!!!!!!!

I drive home - yes, in my awesome performing german sedan, but disenchanted to say the least. I tell you what, if Lexus ever starts building cars that feel "german" and drive "german" there will be no need to buy German.

Vader55

Ramphaus ..

You are in for a long wait because rice will never taste like kraut

Miguk_Saram

I get it! Now THAT is funny!! :p

DWP

... with the audio muted, I assume.

Toyota knows their Lexus customers very well and caters to their desire for a cocoon-like ownership experience in every way possible, from cars that provide total isolation from the road to fawning and freebies at the dealership. The service at our local M-B dealership is competent, efficient and pleasant, but nobody would mistake them for a Lexus dealer. MBUSA doesn't seem to ride herd on their dealers in anything like the way that the upscale Japanese brands do, and they should. One hundred years-plus of tradition and engineering excellence goes only so far; most luxury car buyers today expect to be pampered.

Chappy

We've got four MB dealerships in the Atlanta area and none are as drab as you describe. One even has a golf driving range...

Vader55

I avoid going to the MB Dealer for anything, but I must admit we have some of the most beautiful dealerships anywhere.. Fletcher Jones in Newport Beach,CA for starters.

sosh

The MB Dealership I use is similar to that described as a Lexus dealership. Unfortunatly I rarely visit it as when either of my MB's go in for service they pick it up and leave a MB loaner then when complete reverse the trip. I am willing to bet that if I asked them for Starbucks Coffee and a Cookie they would bring it over to me. Maybe you are doing business at the wrong dealership. As for the Lexus, they are good cars but very, very boring. Its a plushed up Toyota.

Nevada Jack

Fletcher Jones in Las Vegas is just like the Lexus dealership you described, including the 50" plasma HD TV and Starbucks. This is at his new store (Palace)...the old site was close to what you describe for the MB dealership. Of course he also owns the Lexus dealership down the street so maybe some of it rubbed off.

If only his sales department could learn how to make a "good deal" I would go there for more than just service....

Jakpro1

priceless....

Nevada Jack

That's a great line and will probably be duplicated all over the automotive web world!

saffrontiger

rice..kraut. Funniest thing I've read in awhile.

Omegaonne

LOL

MrAMG

Some people would prefer to eat rice, some would prefer kraut. The question is, which one are you?

Vader55

MrAMG

Ridiculous question.

CE750

Back to the topic at hand...

YES, the MB dealership experience is not what it should be. Of the 3 dealerships I've been to in the Phoenix area, non had friendly sales staff who came up to you and asked how you were when you walked onto their show room.. and the two that I've done service with have been just like the experience shared above... wait, and wait.. then get lost in a shuffle.. total mayhem.. waiting area at Schumacher is descent and there is a coffee shop and free wireless internet, but the service advisors may as well be working for Dodge the way they deal with you.

MB needs to do some QC in this area as well... the Japanese are just going to steal more and more of their customer base if they don't.

steph280

Speaking of Fletcher Jones Newport, I've been a long time customer, long before Fletcher jones bought the old dealer and moved to the current location.

I don't know if it's the volume of cheap C-class, or just overall degrading of MB quality, the service center is constantly swamped with people. It wasn't like this before. and the quality of SA has degraded too. I used to enjoy bring my car in for service, now I hate it like going to the dentist. The long line of people waiting to get their car washed, the short attention span of SA, the service quality (I have ALOT of stories about this), and the overall atmosphere just made me wish I went elsewhere. It's just a zoo out there.

HELL ONA HARLEY

I'd sell the e500 for another lexus so you won't be so disapointed the one (ok, maybe two) times a year your in YOUR dealership....

rjm

Treat yourself to a long test drive in the NEW LS-430....you may be pleasantly surprised. I traded my MB E-430 (bought new in 2001) for a new Lexus LS-430 about 2 weeks ago and the ride is every bit as responsive and sporty as the Mercedes. Before trading, I drove the 2006 E-350, E-350 CDI, and the E-500. They didn't hold a candle to the Lexus.

Nevada Jack

Maybe you should start posting on the LexusWorld forum "because rice will never taste like kraut."

Dvinn

Pensky motors of MB I go to is nothing like Ramphaus described in his experience. They have very good service from help desks to service advisers and the showroom is upscale, they even have a Maybach showroom inside the showroom now that is nice. Although there are no 50" plasma TVs or Starbucks there but when I go to a dealership I prefer to look at "cars" instead of a flat panel showing CNN news. With every single AMG models in the showfloor who would want to look at anything else?

HELL ONA HARLEY

I see we have a couple of former MB owners besides rjm that have sold their MBs yet still linger around here......Maybe regrets or perhaps Mercedes owners are better people to chat with???? I have to wonder what their real intentions are. Sorry, I just can't understand the preaching of how nice a lexus is on a Mercedes forum .....

ajm0824

I've only been once, but I can say that the service experience at Rallye (Rosyln NY) was similar to the Lexus experience you describe. (They are alarge dealership...also sell on premesis..maybach, bmw, rolls royce)

In stark contrase 10mi away is another mb dealship that is much smaller and ...through friends experience... sound like its even worse than you described for mb.

Althought the continuity may not be there... it may be the luck f the draw.

CE750

Hey RJM, what exactly is an E-350 ADI? cause I know you didn't drive an E320 CDI.. otherwise you wouldn't be driving that Lexus now.

larryssf

I have only visited the local dealership once (San Francisco MB) for my "free"checkup. I was greeted in about three minutes by a gentleman in a suit and tie who was the Service Advisor. He was pleasant and asked if I had any issues. He recorded my concern (squeeky windshield wipers) and said the car would be ready in two hours and directed me to the shuttle to the city center. I also requested that the front license plate holder be attached (drilled) to the bumper. He agreed and suggested that they also mount the plate and the frame.

The car was ready on time and washed. The Service Advisor discussed the squeeky windows and offered a solution. No, the waiting room was not plush with a big screen TV but looked comfortable. Who do you think pays for that? I was very satisfied with the experience. (Note: this car was not purchased from this dealership)

Vader55

Hey rjm,

Unfortunately you are not comparing apples to apples... The S430 would be the proper comparison and I would still take the E-Class hands down next to your kung pao wagon.(lol)

ps. Nevada Jack Rules !