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Great service wins the day

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E-Class (W212) 2010 - 2016: E 350, E 550

Great service wins the day

 
Old 01-27-2014, 09:45 PM
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Great service wins the day

One week after delivery, as we drove through Boston my wife's "new" E350 threw the passenger side wiper blade, it disappeared over the roof. As we were close to our destination we parked and I put on a replacement blade the next morning.
Today I sent a pointed email requesting a check for the replacement blade, an OEM blade in the mail, and warning that another lost blade would require replacement of the wiper arm.
Within the hour my wife got a call from the Dealer that a technician had been dispatched. He drove to her office 75mi away with an arm, two wiper blades and a check for the replacement blade. Incredible service I think! Turned a minor annoyance into a very positive experience!
Thanks Viti Mercedes!
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Old 01-27-2014, 10:24 PM
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Impressive service by Viti.
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Old 01-28-2014, 04:52 AM
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Excellent service , I appreciate their help just for wiper blade and I also appreciate your taking time posting this topic
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Old 01-28-2014, 08:05 AM
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Good story, wiper blade is a critical part this week in Boston
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Old 01-29-2014, 04:11 AM
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Anybody know which dealers in OC/LA that go out to the customer and perform repairs???
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Old 01-29-2014, 10:58 AM
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Should be covered by MBUSA Roadside Assistance by ALL MB dealers.
But, another reason why I believe in using MB dealers for all services. Builds a relationship that pays off in the end and far exceeds the few extra dollars you may pay.
When I purchased my car, the dealer gave me a key fob with MB star on one side and dealer's toll free number and MBUSA RA toll free number on other side. Very handy.
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Old 01-29-2014, 07:50 PM
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There were two ways something like this plays out.
Something bad happens and dealer either ignores situation or worse yet treats customer like a pain in the ****, customer get pissed and it spoils ownership experience. over time this is reflected publicly which damages brand/dealer reputation.

or dealer acts on opportunity, reinforces reason for original purchase and customer publicly praises outcome further reinforcing brand image/ dealer reputation.

somehow it doesn't seem all that hard but it never fails to amaze when they make it so.
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Old 01-30-2014, 03:20 PM
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On the same subject "throwing a wiper blade", this has happened on my 2011 E350 and a few months ago on my 2013 CLS550.

There is something wrong in the design. On the E350 when the wiper blade flew off, the wiper arm cracked the windshield. My dealer had to call MB to replace the windshield which they agreed to do.

My point is that in four years, MB has not corrected the problem.
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Old 01-30-2014, 03:40 PM
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That is awesome. I wished I lived closer to Viti.
If I had called my local dealer with that story they would have laughed first, asked what I did to cause it because that just cannot happen, told me not to worry about it and just keep driving it, charged me a service consult for asking a question over the phone, told me they might could get to it sometime between tomorrow and next month, charged me for calling in on the 1-800 number, made me "reproduce the problem" before they agreed to fix it, and then possibly sent me a bill anyway that went straight to collections.
I say all that being funny but that it far superior service from Viti that I have never seen from my MB dealer.
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Old 01-30-2014, 04:13 PM
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The Best or Nothing

Originally Posted by petee1997 View Post
On the same subject "throwing a wiper blade", this has happened on my 2011 E350 and a few months ago on my 2013 CLS550.

There is something wrong in the design. On the E350 when the wiper blade flew off, the wiper arm cracked the windshield. My dealer had to call MB to replace the windshield which they agreed to do.

My point is that in four years, MB has not corrected the problem.
Instead of focusing on correcting the many problems that come up, they focus on making cosmetic changes to styling, introducing more models, increasing power and performance, etc.
Nothing wrong with that, but first emphasis should be on fixing what is broken. They have been making cars for over 100 years and still have problems that should not happen.
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Old 01-30-2014, 07:40 PM
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Originally Posted by petee1997 View Post
On the same subject "throwing a wiper blade", this has happened on my 2011 E350 and a few months ago on my 2013 CLS550.

There is something wrong in the design. On the E350 when the wiper blade flew off, the wiper arm cracked the windshield. My dealer had to call MB to replace the windshield which they agreed to do.

My point is that in four years, MB has not corrected the problem.
The pin-and-tab design seems simple enough, but if the tab is not aligned you bend it I suppose. on the up stroke torque is applied away from the tab, so if you had heavy snow on the windshield or ice, I suppose this could bend in normal use.
While easy to swap out a blade, I've never lost blades using the old hook style attachment on most arms.
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Old 01-30-2014, 11:01 PM
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Originally Posted by BACnMercedes View Post
That is awesome. I wished I lived closer to Viti.
If I had called my local dealer with that story they would have laughed first, asked what I did to cause it because that just cannot happen, told me not to worry about it and just keep driving it, charged me a service consult for asking a question over the phone, told me they might could get to it sometime between tomorrow and next month, charged me for calling in on the 1-800 number, made me "reproduce the problem" before they agreed to fix it, and then possibly sent me a bill anyway that went straight to collections.
I say all that being funny but that it far superior service from Viti that I have never seen from my MB dealer.
Viti is a top rate dealership. I've known one of the lead salesman before I was remotely interested in a Mercedes . I would have bought from Viti but I was in need of a replacement vehicle ASAP and timing was everything for me. They take pride in servicing the Boston MA and Newport RI markets. Service like this is what makes them stand out from the others.
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