blittle

Its probably too complicated to post here, but if one of our folks "on the inside" could post a summary of how MB's ordering process works....that would be great! Specifically.... you attempt to place an order, you want X, Y, and Z on the car.... SA says "x is not available" .... two weeks later, somebody else places an order and the system accepts that order with option X! Then someone places an order and are told option Z is "not available" and yet it was accepted on the order you place..... If you place an order and the system "accepts" the order as optioned..... is it certain that the vehicle will be produced as specified? Are the German produced vehicles as "iffy" when it comes to ordering? Of the two GL's I have owned.....the first I was not able to order everything I wanted, the current one, I got everything..... the 2013 on order ( placed Oct. 30 ) was "accepted" with everything I wanted but production moved to February. I have custom ordered many vehicles( variety of brands) over the past 40 some years and never encountered this kind of uncertainty/complexity.

sam9187

I am not a MB insider but I can attempt to answer this. I agree the process is complex and uncertain for us consumers - also very frustrating.

The MB production is divided into 3 decades per month. I don't know how many cars are produced each decade for the US. Just because a car or a model is desired does not mean the dealer has an allocation to sell you one. They will simply take an order and a deposit then wait for their allocation. If they already have an allocation then they can try to change the options/color etc...Again I am not sure how MB allocates the car but once an allocation is made the first hurdle is crossed.

Once a dealer has an allocation they can then attempt to change options to the build that you desire. Certain options are limited based on supplier shortage etc.. Also options available (to my understanding) are specific for each decade. For example if you want designo interior or lower wrapped dash does not mean you can get one because they may not be available for that decade - same goes for specific options such as different designo colors - black may be available but porcelain may not be.

Also they don't have unlimited numbers of options x or y. For example if they have 5 availability of option x and someone already took them then you are out of luck unless MB gets more of that option and then on a later date they may be available in the order bank for the decade that your vehicle is scheduled to be built. A good SA will constantly check to update your build to look for options that were not available when the order was entered but is available now.

Availability of options are dependent on how popular they are and supplier issues. In a perfect world there will be unlimited availability of all options so that we can all get what we want.

The process is dependent on many things such as allocation, decade, options available for that decade, and a good SA who will constantly look for availability of options until the order is frozen (i.e. you cannot make any changes) by MB.

Hope this helps. Fabbrisd1 - can you confirm or give us your thoughts.

rmemory

I am a first time MB customer and the lack of availablility of some options is extremely frustrating. For the price of these trucks, I would at least expect all options to be available. I understand that the company needs to insure that quality products leave the factory, but did they just underestimate the demand? Pretty weak excuse for a new model year.

I'm hoping that I can add Distronic to my GL450 order scheduled for production in March, but I'm not optimistic.

blittle

See.....thats what I don't understand....my build is scheduled for Feb. and includes Distronic?!?! One month something is available and the next its not..... Why? I DO understand, to a degree, some of the explanation that has been presented here BUT.... I would think from a sales position, that it would put the dealers at a real disadvantage.

sam9187

I agree that it's frustrating as a customer but that's the best explanation I came up with in terms of how the order process works. I think the whole process is horrible especially for a car company like MB because in the end you may get a car that includes compromises on a consumers part. The other interesting thing that the dealers are not forthcoming with this information.

I think options like distronic plus, leather interior for 450 etc are due to supplier shortages. Also keep in mind when these options are available the first priority are other vehicles on which these options are standard. Leather is standard on a 550.

All GL's are assembled in the US so international orders also put a wrench in this process. Certain features that are standard in other countries are options in the US.

rmemory

I do trust my dealer and feel that he is honest with me, however I found it interesting that when he told me Distronic wasn't available for my order, he quickly tried to explain how it was not a big deal and that I "wouldn't miss it". Nice salesmanship.

I don't blame him, though. The company puts them (the dealers/sales asssociates) in a tough position with these problems. They lose out on some profit when I can't get what I'm willing to pay extra for.

sam9187

I agree. The blame lies with MB head office. I am just hoping my options are available when the allocation comes through.

cookstar

The vehicle it self is great but the people behind it are clowns IMHO. They advertised active curve in Canada which I was really excited for and than they said NOPE not coming here BUT if you like you can pay about 6800+13% tax for it and we will put it on the car for you as a especial built option.

fabbrisd1

1st let me say this - that I am not responsible for the actions/inaction by any MB dealer.

Overall, any existing order is "changeable" up until the time of "factory lock out".

That said - if a option is not shown to be available at time of order (or at the time of the most recent change) - there is no system track of "what was wanted but not available at that time".

Is IS possible for that "untracked but wanted option" to become later available for that production decade (or let's say the following decade) BEFORE the order is "locked out".

However, to catch that opportunity your dealer has to be checking on a regular basis to see if the system will accept that "lost option".

Inventory/order specialists at dealers are not capable of following up on that for their dealer backlog - and there are few/maybe 2-3% of sales advisers competent and dedicated enough on Netstar to test the water 3-4 times a week to do that so they can advise their inventory specialist.

In part, the Mercedes system does allow a broad range of individualization of options - as compared to much more limited (and costly) 3-4 packages by other luxury brands (like the Japanese). The menu yes is extensive, but it is a broad individualized menu none the less.

There are 50 Best-of-the-Best MB dealerships out of 370 MB dealers nationwide - that award indicated more than raw sales volume - there there are also some top sales advisers, and top crews outside that 50 depending on your area.

It's the top crews that give you the best chance to have your order properly managed.

You want to know a couple of easy "tells" about your sales adviser - How long have you worked at your dealership, and how long have you owned a Mercedes Benz ? If those two numbers don't add up to over 10, you are talking to a Junior Ensign.

Keep the beat !