Normal MB dealer behavior, sadly.

 

The great resignation has resulted in technician shortage in every dealership I know of.
However a text messages a clumsy way to handle an appointment they had to cancel.

What was the reason for the cancellation? Special order part not arriving? Lead technician injury? Let us know what you find out.

 

MBUSA said they would contact dealer and heave them reach out to me. So far, no response. I have an appointment at another dealership in 2 days. Hopefully that will go better.

 

You are completely wasting your time unfortunately trying to contact and getting an answer from Customer Service.

It's really bad and the dealers even know it. I had three questions pending when I first got my car a year ago and am still waiting for some sort of answers.

The people employed there are just scanners and know nothing about the car itself. They send in your request but I believe the dept who answers these questions may pick and choose who they answer or don't at all.

Toban

 

Thanks, Toban.

It's a shame! You spend all this money on a "Luxury" vehicle, then get ignored like a homeless person when looking for support. As a 1st time customer, I am NOT very impressed; more like VERY disappointed.

 

I agree with you. The customer service should be seamless but it’s far from it. And, MB doesn’t really want to improve it or they would have done it long time ago. We provide customer service, okay if we have to, so, this is as good as it’s going to be. Customers can’t complain we don’t have a phone number to call. There it is!
Except, the service is very poor. No commitment.

Even my dealer can’t get answers from them so what does that tell you?

Toban

 

I went to a different dealership last week and they took care of all my issues. Check engine light needed a part. Been good since then. BTW, I never did hear back from MB Customer Service - just as you suspected.

 

Customer Service by phone is non existent.

I can’t understand why MB let’s this continue on like this.

Not important to them I guess and just a form of a pain in the butt for them never mind the customer.

We don’t count I guess!

Jim

 

I have only contacted Customer Service twice. I was not contacted back, but in both cases, my Dealer responded immediately with an appropriate solution.
I have wondered if these were a result of Dealer action (I doubt it because we disagreed) or intervention by M-B Customer Service. I don't know for sure, but the winds sure changed after my calls.

 

Customer Service is primarily a PR function and you might get lucky enough to get a seasoned veteran on your complaint…or a Newbie. The calls are normally logged and a Dealer contact is usually made to the Service Manager vs in many cases you met with a Service Associate. Since there are small Dealers and Mega Dealers the process might vary. That’s my understanding of the “norm’ but everything varies. Any time you get a human involved with a complaint there are variables in knowledge, communication/understanding the issue, etc. Apparently Mercedes doesn’t manage the process very well or there wouldn’t continue to be a lack of communication with the customer. That makes a bad situation worse instead of better…IMO.

Following up in writing or if it’s just an information inquiry then writing the request might be better than phone call. Remember that these people only get complaints and how we communicate (firm but polite) on a bad day might make a difference. The few calls I’ve made, I always ask for the name of the person at CS and ask them if/how they can help me and maybe when they will get back to me. That makes for a level of accountability on their end. Maybe nothing will work but we can improve the odds!

 

Again, I've never heard a direct response from customer service, but my results are completely satisfactory and my odds are 100%.
18 years and seven Mercedes under my belt so far. Quite impressed with customer service, actually.

They seem to have a lot more power than it appears from this thread, and I agree that being reasonable and respectful with your requests helps. But this is true whether you're talking to a McDonald's cashier or the Secretary of State.