OK guys, I have had my E500 for just over 2 weeks and getting excited about this coming week. I'm on vacation and hope to enjoy the car a little more. Anyways, a review will come another time.. But I wanted to share with you my "Delivery Experience" from my MB Dealer....

I had set an appointment with my salesman, for 3:30pm to take delivery on 12/18/02. I had to split work about 3ish to get there on time.. and luckily caught no traffic and made it in time. Lucky me. IN the days prior I had contacted him to inquire about the delivery process and how long it would take. Essentially he told me about 20-30 min for the "paperwork" (My financiing and trade-in were already processed, just the signing and adding of any other "options" at the end), and about 1 to 1 1/2 hours for his "Delivery Seminar." Well, I had a wait a few minutes when I got there since he was attending to someone else (No biggie, I think I waited about 5 minutes or so), and then we got started and he reviewed the "Tele-Aid" system and had me finish filling out the sheets for it (he prefilled what he could). He then faxed off the sheet and brought me to the Financing Dept for my paperwork.

Financing was great. The gentleman there was outstanding and made me feel very comfortable. I was actually nervous heading in.. but also very excited. Anyways, he made me feel at ease. I was there maybe 30 minutes, and had everything taken care of.

Back I went to my salesman for the delivery. Ok now, it's about nearly 4:30pm. As we started he kept taking calls and running off. Apparently some other family had something going on and he was helping them too. I was patient. Finally we went outside and began reviewing the car, the systems, controls, etc. He left a few more times for several minutes at a time to take care of "someone" who was there. All in all, I think between him leaving me periodically or being interupted by phone calls.. I think my delivery was interupted about 10-15 times. It was really nerve racking.

Meanwhile the same previous family (I assume since they were floating about the whole time I was there), was "hanging around us" while I was taking delivery of my car.Well, turns out they were buying an E320 and were taking delivery later in the week.. yet felt like listening in on my car delivery. Of course my salesman obliged them and essentially repeated everything on the car to me AND TO THEM! Well, I finished my delivery at nearly 7pm (including the Tele-Aid acquantice call which I had planned to do at HOME). Just before leaving, he mentioned the MB survey and explained the whole excellent/completely satisfied issue and how his BONUS is reflected on these surveys.

Well, I got home about 7:20 and my wife was FUMING!!! She needed to go make a Christmas shopping trip and it was getting late.. and she was fuming all around. I was pretty upset too.. but the car was just incredible.. so my view was "skewed."

I received a post card from him in the mail just before Christmas, thanking me for the business.. and before MB sends me the survey so call him to correct any problem I had with anything related to the car. So I called him about the survey and REMINDED HIM about my delivery. He proceeded to tell me, the survey has room for comments so go ahead and put "EXCELLENT" or "COMPLETELY SATISFIED" and then write in the comments because someone will read it.

What do you guys think? I am thinking of shredding him on the delivery and attaching a lovely letter outlining the whole evening. I mean, take care of me before I give you $65k, and then BLOW ME OFF after I sign the line and you have my money? Is this what I can expect from MB, or did I just get a bad apple.

BTW: I dont know if this is even an issue or not, but he is Asian.. and I was referred to him by my father in law (my wife and her family are also Asian) who has bought an E and an S from him.. and incidently the OTHER family is also Asian that was "sharing my delivery.

Anyways, thanks for listening guys. Happy Belated New Year!!

Peter

 

I'd call the sales manager or general manager first, before you submit the survey, and explain to him what occurred. While there may be an explanation--maybe you were being polite, but the other family was not and were insisting on the salesman's time--there's really no excuse but maybe the sales manager can make you happy now and make amends with your spouse. The surveys are really important to them, and he may not have been aware how long you were held there. It sounds like the rest of the experience was well-planned, and you do have recommendations on the salesman, so maybe for your future dealings with the dealership and relationship with your family member it would be good to let them try to satisfy you before you return the survey.

 

Congrats Nitro on your car! Also great report! Do you have pics to post? Also dib you buy or lease and how much was the total out the door price?

Thanks!

 

I agree...first call the sales manager with a well thought out explanation of your experience and why you are unhappy with the treatment. If he does not sooth your feathers...then deal with it in the survey. If you are otherwise happy with the purchase, just downgrade the delivery...sales experience.

It doesn't seem to me that race would play any part here and if you were to bring it up it would no doubt skew the whole thing.

Let us know how the sales manager responds.

Ed

 

The surveys are very important to the dealers and the salesmen. They are money issues because the ratings determine hold backs for the dealers and I assume in most dealers the % commissions for the salesmen.

It sounds as if you caught the salesman at a bad time, which can happen to anyone-especially with the number of new MB versions and resulting good sales and especially at the holiday time. From my perspective, the question is how you were treated in the overall transaction, from introduction, sale, waiting period (if ordered in advance), finance and delivery. If the rest of the overall experience was good, I would not have the one bad part govern how I respond on the survey. Also, for your own interest in light of your family's ongoing relationship in buying cars at this dealership, you might also be careful in responding to the survey in a negative way.

If this experience were to have happened to me, I would arrange to meet with the salesman and his manager to discuss my overall degree of satisfaction and the area(s) of dissatisfaction. I would indicate that I am going to give a good response on the survey "in spite of" the area(s) of dissatisfaction because I realize that this kind of thing can happen and because of my desire to have a good relationship with the dealer. If you do that, it might do you some good in any future needs of service or a future purchase and at the same time still accomplish the result of communicating your bad experience to those most able to do something about it.

 

Jam,
I bought. Out the door was about $65000. I had the E1, E2, Factory CD, Elect Rear Sunshade, and Split Fold Promo. I also added (prepaid) for the Nav system (about $1600).

They gave me $100 in gift certificates for accessories which I found lame esp since they gave me no break off MSRP.

Sorry no pix yet.. I don't have a digi camera yet.. although this weekend I am DEFINTELY going to take some photos after I detail my car. In the meanwhile, look at the front cover of the E class brochure. That's MY CAR ;-).

Jim256,
I thought of giving him a chance to "redeem" himself and called him directly to address it. He made no apology really, and offered no excuse. Just "put EXCELLENT or COMPLETELY SATISFIED" and write in the comments. That seemed to be his "resolution." If perhaps the other family was presurring him I would think he would have said something to me to ease my frustration. But I'll be there tomorrow and may visit the sales manager to discuss it.

Peter

 

If you inform the manager that the experience was not satisfactory, and they are not willing to make up for it, I would hammer them on the survey. That is what the survey is for: To inform MBUSA.

Screw the dealership. When you spend money there, you are putting food on their tables. If they do not treat you like you are a valued customer, why should you not be honest when writing to MBUSA???

Forget about being a "nice guy", especially when they are rude to you.

 

Thanks for the reply Peter! That kind of sucks they gave you a $100 gift cert but no brake of MSRP? Geeez thought with the economy really bad right now think you could've gotten something off that MSRP price but i guess it's how you approach the sales person.

 

How do you like your color combination? I have ordered the same combination. I have only seen one car on the road in the color and it looked great from afar.

 

The colors are awesome. I wanted the charcoal interior originally but am EXTREMELY happy with the ASh. It allows a pleasing contracts to the burl walnut and looks really classy.

The Plat. Blue is a great color. At night the car almost looks like a deep blue/black, and in daylight will look blue/grey, or grey, or even blue.. depending on the lighting. It always looks really good.

Of course it ALWAYS looks better in MOTION!!! Zoom ;-) I have had so MANY people do double takes when they see this car. I have even seen people pointing at the car. ;-) Considering they are in such demand and dealers can't keep them in stock.. I have only seen one so far besides mine (and it was a E320) in my area. And we live in a rather afluent area too.

Enjoy the color.. it's a GREAT Combo. Pewter is also a stunning color.. but the Plat Blue/Ash is defintely excellent.

Peter

 

OK, first off I'd talk to the sales manager and see what happens (i.e. are they willing to compensate you) if not, shred him on the survey. When I took delivery of my MB the salesman didn't talk to anyone else and gave me his full attention throughout the whole process. Also, I went down to talk to him a couple of days before I took delivery, when I arrived he was delivering a c-wagon to a family. He kindly excused himself, walked over to me and told me he was in the middle of a delivery and I could wait, come back or give him a call in an hour or so. Point is, he does not 'come and go' during delivery and he does turn off his cell phone during the delivery (I've witnessed this a couple of times).

When you mark EXCELLENT & COMPLETELY SATISFIED the salesman receives a bonus. My salesman actually showed me the check he had just received because of high ratings by customers. And yes, it is a good chunk of change.

 

Congrats on your new car. I too bought the Plat. Blue/Ash. The combo looks great. I have the car for 2 months now. It is an excellent car. Enjoy.

 

I wonder if you were purchasing from the Mercedes dealer on the Sw Fwy? If you were, I also wonder if your salesman's initials were M.C?

I originally ordered my e500 from that dealer but eventually got so pissed off at them that I canceled my order and reordered through Star on Old Katy. That guy was a uselees piece of Sh**.

 

Yes. Correct on BOTH counts. I also had been talking to Gary S over at Star and he is really great. I only wish I had placed the order with him. IN fact, Greenway offered me a pitiful amount on my trade in just days before my car arrived and told them.. I'm going to check out offers from other dealers and get a car from the highest bidder. But they came around and gave me a better offer all around. Otherwise I would have taken something from Star.. although not as nicely equipped. Everything they had was either SUPER equipped (with no E1), or plain Jane (E2 at most).

BTW: On your order.. MAKE sure you add the rear roller blinds. Apparenly they are NOT available like on the MBUSA website. Only the factory installed ones are available. Everything else is a cheap 2nd rate deal. It's worth it. ESP if you get the Elec Rear Sunshade. Nice car you're ordering.

Peter

 

This morning I composed a letter and faxed it off to the Sales Manager at the dealership. He called me back at 1pm. We spent about 15 minutes on the phone, and he apologized and said I have GENUINE concerns. He did speak with the sales man, and he couldn't explain himself. However, the salesman added that he "asked" me if the other people could "sit in." According to the sales manager that is a position "he shouldn't have put you in." I answered Yes only out of politeness since they were standing over my shoulder.

Anyways, he then offered to make it right and asked what it would take. Now, the car has been great so far.. and apart from the "treatment" at delivery which the salesman apologized PROFUSELY today.. I asked for the all-season mats, the wheel locks, and the floor and envelope cargo mats. I really didn't want anything else (except maybe the Illuminated Door Sills, but that is overkill for this compensation I think). The mats are pretty nice.. they had some "clear" ones that fit perfectly in the car and have some anchor clips to hold them down. Not bad...

So I guess I am happy but being cautious.. and now have the managers direct line in my Palm computer.. so everyone is on notice ;-)

Peter

 

Been nice to get the Wood Steering Wheel

 

True, the E I test drove when I ordered my car had it.. and I liked it. Looked really sharp. But I'm happy with the wrapped leather.. it feels so good. Plus my wedding band would probably leave tiny scratches all over it over time.....

Maybe next time. =)

 

I have a story to share that is along these lines - started my lease on my E500 on December 30th, about 11 p.m. (my sales guy, a manager, and the finance dept. stayed late) to take advantage of the writeoff for closing costs last fiscal year. E500 sport package, fold down, drive dynamic seats, active ventilated, cd changer, rear sunshade, brilliant silver/charcoal (same exact car as ElDiabloJoe, apparently...), 36 months, 12,000 miles a year (1,000 miles a month for total of 39,000 miles, actually), about 6500 down, $800.97/month, sales price of about 61k.

Anyway, it was signed for the 30th even though they didn't have the car - it was 'in inventory', but still at port, not on hand. I was a little ticked that part of the closing costs involved 2 days pro-rate for the lease (30th and 31st) with first month's payment also due that was applicable on the 1st. I was ticked because it was pretty much the 31st anyway, since by the time we were done, it was 11:30 p.m. Anyway, I was told I'd likely have the car the next day. Nope. New Years Day obviously not an option, so was told the 2nd was likely - nope. Called another manager on Thursday and he said the port was closed for the entire week - apparently the other manager and my salesman didn't know this or didn't tell me, as they kept saying it could possibly show up anytime. Well, spoke to this manager and he said Monday late at the earliest, likely Tuesday, for a total of about 7 days paid on my lease without a car. This manager promised me that we would pro-rate the days that I did not have the car and I plan to apply that toward the wood steering wheel, but it still ticks me off because I was not told it would be a flippin' week before I get my car!!!

GRRRR!!!

I'm sure when I get it all will be just fine, but until then, I have all this time to stew in my anger...

 

It sounds like you were lied to and taken advantage of. In addition you had to pay the luxury tax which went away on the 1st. I would go straight to MBUSA and complain about this.

 

luxury tax was taken care of by the dealer as per our original deal. I knew the car wasn't on the lot, but it was the exact one I wanted, it's just that they kept telling me that it was going to be there possibly this day and possibly the next, all the while the port was closed and there was NO way to get it there...