MB Service and the dreaded survey!
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Senior Member
Joined: Jul 2004
Posts: 309
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From: NYC
2004 E320 4matic, 2007 530xiT
MB Service and the dreaded survey!
My car is in the shop for 5 days for a squeeky seat. The promise they will fix it but after 5 days the part had not come in so I get the car back without the seat being fixed.
I drop the car off again, this time the car is in the shop for 10 days (I only use the car on weekends on that weekend we were out of town). After numerous un-returned phone calls, I finally hear from the service advisor that the car is fixed. I get the car back and get this, "THEY HAD NOT EVEN TOUCHED THE SEAT". (I got confirmation on this later).
In the midst of all this I get a letter from the Service manager about the impending MB Service Survey that I was going to fill out. "Please give me a call if you cannot fill excellent or very satisfied in any category".
Needless to say, I couldn't. So I called him. After a couple of unreturned phone calls, I left a message with the secretary that I was calling about my inablity to fill out the Survey the way they would like me to.
I get a swift call back, car is totally fixed within 24 hours, I get repeated phone calls (at least 4) during the same 24 hours making sure that I am totally satisfied. It was night and day in terms of how I felt treated by them.
What is up with that?
I drop the car off again, this time the car is in the shop for 10 days (I only use the car on weekends on that weekend we were out of town). After numerous un-returned phone calls, I finally hear from the service advisor that the car is fixed. I get the car back and get this, "THEY HAD NOT EVEN TOUCHED THE SEAT". (I got confirmation on this later).
In the midst of all this I get a letter from the Service manager about the impending MB Service Survey that I was going to fill out. "Please give me a call if you cannot fill excellent or very satisfied in any category".
Needless to say, I couldn't. So I called him. After a couple of unreturned phone calls, I left a message with the secretary that I was calling about my inablity to fill out the Survey the way they would like me to.
I get a swift call back, car is totally fixed within 24 hours, I get repeated phone calls (at least 4) during the same 24 hours making sure that I am totally satisfied. It was night and day in terms of how I felt treated by them.
What is up with that?
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Joined: Jun 2003
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From: San Diego, CA & San Jose, Costa Rica & Stuttgart, Germany
1959 220S / 1979 230 G / 2002 A210 AMG / 2003 C320 SC / 2004.5 C320 SS / 2005 ML350 SE / 2008 smart
"the Survey" with positive marks, gives certain SA $$$ bonuses.
Next time, just mention "the Survey" right at the same time you mention the problem.
That will get it fixed immediately and right the first time.
Same thing goes with Service A & B. You want your car detailed, cleaned inside, and a really nice MB loaner. Mention "the Survey" first, and see how everything seems to go much smoother !!!
Next time, just mention "the Survey" right at the same time you mention the problem.
That will get it fixed immediately and right the first time.
Same thing goes with Service A & B. You want your car detailed, cleaned inside, and a really nice MB loaner. Mention "the Survey" first, and see how everything seems to go much smoother !!!
MBWorld Fanatic!
Joined: Nov 2001
Posts: 5,851
Likes: 196
From: Huntington Beach, Ca.
'17 Jaguar XF
"the survey" threat.....
The 'survey' threat is real and it works. However, having been on the other side of the survey in the computer business I can tell you it is used wrong by MB, and most companies for that matter. For surveys to mean anything they must be confidential. The minute you connect a specific customer to a survey you defeat the process and corrupt the results. Everyone deserves good service, not just those being surveyed. By using the survey threat all you are doing is keeping the company from improving their processes. Sure, you get what you want...this time, but maybe not the next. We called it "managing to the survey"....and it's an idiots game. Service excellence is only achieved from the top down...not at the local level.
Last edited by mleskovar; Aug 4, 2005 at 10:36 PM.
MBWorld Fanatic!
Joined: Apr 2003
Posts: 1,252
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From: San Antonio, Texas
2016 BMW Z4 sDrive35i M Sport
Just when I thought that MB service couldn't get any worse (hell I really didn't want another MB for this reason), they finally opened up the dealer in Boerne about 15 min. from where I live, and I have to say that I was thoroughly impressed with the level of service I'm recieving from them. I swear they acted just like Lexus here. They gave me a tour of the dealership and the shop. They have a Starbucks coffee machine, Playstation 2 and Xbox hooked up to a big screen TV, Internet Machines, Plasma screens everywhere, and all these other amenities, including Mercedes Loaners via Enterprise that the dealer pays for. I was floored, I just couldn't believe it. MB of San Antonio were so incompitent and these people were awewome! I still think it's rediculous how hit or miss MB service is, but my last two experiences with that tech in Tulsa, OK and the dealer here have been excellent. I always screwed them on "The Survey" at MB of San Antonio and they never once contacted me about my disatisfaction.
Out Of Control!!
Joined: Dec 2001
Posts: 12,161
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From: Obama Land
K Car
guru, to me, getting my car fixed is the minimum that they should do. Just because they accomplished this does not mean I am satisfied. If they did not return phone calls, did not fix it on time, did not inform me that the part was delayed, then I would not be satisfied with my service. I would have no problem explaining this to the service man/woman. If you want me to be satisfied, fix my car correctly in the time stated, inform me of any delays, and return my phone calls.
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MBWorld Fanatic!
Joined: Apr 2003
Posts: 1,252
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From: San Antonio, Texas
2016 BMW Z4 sDrive35i M Sport
Go Spurs Go!
Now that that's out of the way...yes I would highly recommend taking the drive out to Boerne to get your MB serviced, screw MB of SA. I promise they will treat you much better. Where abouts in SA are you?
Now that that's out of the way...yes I would highly recommend taking the drive out to Boerne to get your MB serviced, screw MB of SA. I promise they will treat you much better. Where abouts in SA are you?
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Joined: Jun 2004
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C32 AMG 2002, C 63 AMG 2009
Originally Posted by davis449
Go Spurs Go!
Now that that's out of the way...yes I would highly recommend taking the drive out to Boerne to get your MB serviced, screw MB of SA. I promise they will treat you much better. Where abouts in SA are you?
Now that that's out of the way...yes I would highly recommend taking the drive out to Boerne to get your MB serviced, screw MB of SA. I promise they will treat you much better. Where abouts in SA are you?
MBWorld Fanatic!
Joined: Apr 2003
Posts: 1,252
Likes: 2
From: San Antonio, Texas
2016 BMW Z4 sDrive35i M Sport
Alright then, I'll be sure to give the "thumbs up" if I see you. Funny cause right now I'm in the Silver 280 Sport with Tennesee Plates, but only for about another week or so.
