State of the MB-USA
01-04-2019, 08:32 PM
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6.3, 4.5, 300CD, 126, 129, e350
State of the MB-USA
State of the MB-USA?
Today I decided to change the cabin air filter on my 2012 E350 4-Magic wagon. I call it owner maintenance. I also own six other Mercedes spanning the '60s to the early 2000s that I try to maintain in impeccable condition. Let's just say I'm a Mercedes enthusiast.
My Google search wasn't turning up the cabin filter I believe I needed. There is no MB dealer close to where I live near Ithaca, NY so I called the parts department of Mercedes Benz of Rochester (100 miles away). I explained my situation to the seemingly nice parts manager and asked whether he knew the correct Mann filter for my car. He said he had no idea as they only dealt in genuine Mercedes parts. I respect that and except for filter products always use genuine Mercedes parts in all of my MBs.
I then asked if he could give me the part number for the correct Mercedes filter and the nice man said "no, we don't give out part numbers." After a few seconds of silenced bewilderment I replied "that's some customer service. I'll never do business with your dealership again."
So yes, while the nice man in the parts department knew he likely wasn't going to make a $30 filter sale to me today, he also assured his employer that they will never make a $50-150,000 vehicle sale to me.
And while MB knows (or once knew) how to make great cars, they desperately need to learn about and teach culture.
Today I decided to change the cabin air filter on my 2012 E350 4-Magic wagon. I call it owner maintenance. I also own six other Mercedes spanning the '60s to the early 2000s that I try to maintain in impeccable condition. Let's just say I'm a Mercedes enthusiast.
My Google search wasn't turning up the cabin filter I believe I needed. There is no MB dealer close to where I live near Ithaca, NY so I called the parts department of Mercedes Benz of Rochester (100 miles away). I explained my situation to the seemingly nice parts manager and asked whether he knew the correct Mann filter for my car. He said he had no idea as they only dealt in genuine Mercedes parts. I respect that and except for filter products always use genuine Mercedes parts in all of my MBs.
I then asked if he could give me the part number for the correct Mercedes filter and the nice man said "no, we don't give out part numbers." After a few seconds of silenced bewilderment I replied "that's some customer service. I'll never do business with your dealership again."
So yes, while the nice man in the parts department knew he likely wasn't going to make a $30 filter sale to me today, he also assured his employer that they will never make a $50-150,000 vehicle sale to me.
And while MB knows (or once knew) how to make great cars, they desperately need to learn about and teach culture.
01-08-2019, 06:46 PM
#2
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2021 E450, 2020 C43, 2015 C300, 2007 C280
Massachusetts had to pass a law to require auto dealers to give up their on-board computer repair codes. The dealers argued that discouraging independent shops (let alone, owners) from working on cars was a feature, not a bug! They'll be back, at the federal level. Same idea as laws barring mechanics from defeating emissions controls.
(BTW, how's things in the People's Republic of Ithaca? I was born and raised in Ithaca and went to Cornell. Why did you call MB of Rochester? MB of Syracuse is closer.)
(BTW, how's things in the People's Republic of Ithaca? I was born and raised in Ithaca and went to Cornell. Why did you call MB of Rochester? MB of Syracuse is closer.)
01-08-2019, 07:01 PM
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Ha! Just fatal customer service IMO.
Ithaca...HaHa! Lights have been out since October, blocked by persistent rain and all the new high rise buildings. Many city roads like those in Belize. But the natural beauty just keeps on giving.
Ithaca...HaHa! Lights have been out since October, blocked by persistent rain and all the new high rise buildings. Many city roads like those in Belize. But the natural beauty just keeps on giving.
