MBSebas87

OP that's unfortunate. A good dealership will take ownership of what happened unfortunately there isn't that many out there :/

Airmousam

Banned

g4benz

True. Most love taking our money - no pun intended.

jahquan3

Lol

That sux what happened to you OP. Keep us in the loop of how the Dealership resolves this for you in the end.

joeyza

The director of customer service left a voice message that he ..."checked with a few departments"....then went right into saying that I should go out and purchase new sunglasses and that the dealership would reimburse me for them and also for the money (coin in change tray). I'm glad I couldn't take the call, because I have him on VM stating their course of action. I've tried to call him back a few times to see what he found out during his investigation, because he never finished the talk track on my VM.

I'll provide another update after I speak with him directly. To be continued...

nycphotography

I'd suggest letting them pay for the glasses and telling him never mind about the loose change.

Shows good faith on both parties, and leaves him with a good impression of you for future interactions.

joeyza

You and I are on same page. I'm going to go a step above that, which is they pay for the glasses and I'll have the prescription filled out of pocket. Which is no small sum for prescription polarized MJ lenses.

nycphotography

I might be inclined to let him cover the entire cost of the glasses, but give him a few more days to try to turn them up at the dealership before getting the replacements.

jahquan3

Not bad overall. I'm glad that they're taking responsibility for their staff.

joeyza

This turned out to be chapter right out of the book of "Petty Crimes and Undercover Stings" (it's a made up title, so don't bother googling it). The service director and I spoke today. They had recently hired a new reconditioning company, which is an outsourced part of the service department. After my complaint, they conducted a covert sting operation. They grabbed a vehicle off the lot, put marked bills in the arm rest, and sent the vehicle off to the reconditioning department. The next day they checked for the marked bills in the armrest of the decoy car. Guess what happened next? Wait for it.....(the intrigue is palpable).....the bills were gone! As it turned out, mine was the first of three complaints over a 4 day period last week.

They not only identified the miscreant and terminated his employment on the spot, but also dispatched the entire outsourced reconditioning vendor. Now it might seem a little heavy handed to punt the entire vendor, but the plot thickens. The vendor had hired a number of...let's call 'em "undocumented workers" and placed them at the dealership. The MB dealership took this as a serious breach of contract and feels that the dealership brand was damaged.

It feels great to be validated! They are going to pay for my prescription glasses in full. Also, I told him to forget about the coin. He said no way and that my next service would be on the dealership as compensation for the inconvenience/violation of trust.

So my little visit to my local service department, turned into a saga of international espionage and mystery...or at least that's how I see it.

nycphotography

I see it this way: It's good to see someone actually care about and pursue something in a more than cursory manner, and to ALSO be professional and intelligent about it.

I could trot out a list of issues with the MB Dealership on my SL63... but end of the day, they had INTELLIGENT people who have something of a holistic BIG PICTURE view of the business... at least at a level much higher than I ever found at a any car dealer before. And they addressed the issues. Which less than I might want, but really all can reasonably expect.

CEB

Good to hear. At this point you should identify the dealership.

mleskovar

WOW! Good on you and great response from the dealer. Restores your faith in people despite the bad seeds.

joeyza

Because of their great response and going the extra length, I feel that naming them is a compliment to their positive response.

Mercedes-Benz of Hanover (MA)

jahquan3

Wow....Excellent ending based on how it all got started. I'm very impressed that they took the time and put in the effort to resolve this matter. You never know how bad this could've got if they turned a blind eye.

The G Man

Funny, I was just there two weeks ago car shopping. I cannot saying that my experience there was as good as yours. The sales staff was not too helpful and almost rude in a way. I also had my car service at their Westwood location once and my experience there was equally as bad. I am glad everything worked out for you, it seems to me the dealership almost had to do something in your case with the complaints piling up, otherwise, they will no longer be in business.

KEY08

Great ending and good for you to speak up and help other customers who were going to undoubtedly suffer the same fate.

thefisch

Good think you reported. Your stuff is covered and free service for your trouble. That's great customer service.

Dema

I wish to live next to you

Airmousam

Glad that worked out!!

spartacus2002

same here

fne2864a

First and foremost, I am sorry for your lost items. In my humble opinion your vehicle is like an extension of your home or office, there is an expectation of privacy and security in your personal effects. This is Mercedes Benz we are talking about here, not Honda or Toyota. I would expect, that, when one pays between 50-100 grand for one of their vehicles, that we would be privileged to receive exceptional service, professionalism, respect and safety of ones personal items/effects, when one drops off a car for service. I also expect them to hire quality people, even those that wash the cars. I have zero tolerance for excuses, when these incidents occur and yes I agree, that we live in an imperfect world, but that does not mean, we allow these events to occur without repercussions. Just Saying

El Cid

I own a Nissan and a Toyota as well as an MB and have owned many makes. I expect the same quality, professionalism and security from all. I have never had a problem with missing items from any vehicle. Might add I have never had a problem at car washes either.

fne2864a

I just realized that my post might have offended previous or current Honda and or Toyota owners and would like to apologize if i came off insensitive. I allowed my feelings to dictate my words and i misspoke. All cars are equal and we should expect the same level of service from all.

hyperion667

oh boy, who is clown? mr bigshot ehh?


OP: that stinks! hope you find your glasses......I'd try to take my business elsewhere if possible...life is to short


good luck!