Satisfaction Surveys (rant warning!)
Thread Starter
Senior Member
Joined: Nov 2003
Posts: 372
Likes: 19
From: Florida
Mercedes S550
Satisfaction Surveys (rant warning!)
I bought my car 10 days ago, and I imagine that I will be receiving my customer satisfaction survey shortly. My buyer's remorse has subsided a bit, but I still miss my Audi A6. I am sure I will come to love the S, but I am still getting used to the size and features.
My sales experience was a disappointment. I bought the car on impulse. My delivery procedure was abbreviated. The delivery specialist has offered to give me more training. I do have more questions, but I am trying to learn on my own first.
I am disappointed that the manager of the dealership did not return my call when I left a message regarding my lease terms and did not answer my email. I assume that he felt that the salesman and finance guy answered my questions--and they did. However, I was expecting an inquiry that everything was explained to my satisfaction.
Dark floor mats were ordered for the S. They arrived last week and my salesman said that he gave them to the finance guy to drop at my house. I haven't heard from anyone since.
I still have my title and spare keys to the Audi. I was going to give them to the finance guy. Do you think I should just mail them to the dealership?
I am also waiting for my check from the dealership.
Of course, I could follow up and call about the mats, title, keys, and check. I don't think that I should have to call. I really don't feel that I can give a good report when my survey comes, but I don't think the burden should be on me to handle unresolved matters.
Am I being unrealistic?
My sales experience was a disappointment. I bought the car on impulse. My delivery procedure was abbreviated. The delivery specialist has offered to give me more training. I do have more questions, but I am trying to learn on my own first.
I am disappointed that the manager of the dealership did not return my call when I left a message regarding my lease terms and did not answer my email. I assume that he felt that the salesman and finance guy answered my questions--and they did. However, I was expecting an inquiry that everything was explained to my satisfaction.
Dark floor mats were ordered for the S. They arrived last week and my salesman said that he gave them to the finance guy to drop at my house. I haven't heard from anyone since.
I still have my title and spare keys to the Audi. I was going to give them to the finance guy. Do you think I should just mail them to the dealership?
I am also waiting for my check from the dealership.
Of course, I could follow up and call about the mats, title, keys, and check. I don't think that I should have to call. I really don't feel that I can give a good report when my survey comes, but I don't think the burden should be on me to handle unresolved matters.
Am I being unrealistic?
Senior Member
Joined: Apr 2006
Posts: 353
Likes: 83
From: Bonita Springs, FL
2021 Cirrus Silver S580 AMG, 2020 Polar White GLE350
Normally, the dealership manager does not get involved with routine calls, that is what he pays the sales and delivery specialist to do. It sounds like the manager forworded your message to the right people and they got in touch with you. If you are not satisfied with the way you are being treated, give the salesman a call and explain your disappointment with the lack of follow up. Mention you would like to give the dealership an excellent rating when the survey arrives, but there are some loose ends that need to be addressed before you can do that.
MBWorld God!
Joined: Jul 2010
Posts: 31,277
Likes: 3,916
From: on my way
2012 CLS63
sounds like when I go out to eat: servers are stuffy and 'busy' until it's time to present the check; then all of a sudden we're 'good freinds' and getting personal lol......
when it comes time to review them: just tell them the truth: they came up short on service and following up with the customer.....it's that simple
don't make it personal by involving your buyers remorse; that just opens the door for you to appear indecisive and unsure of your own choices...
the dealer couldn't give a crap about buyers remorse, so don't make yourself vulnerable
just keep the topic on their shortcomings
when it comes time to review them: just tell them the truth: they came up short on service and following up with the customer.....it's that simple
don't make it personal by involving your buyers remorse; that just opens the door for you to appear indecisive and unsure of your own choices...
the dealer couldn't give a crap about buyers remorse, so don't make yourself vulnerable
just keep the topic on their shortcomings
MBWorld Fanatic!
Joined: Dec 2006
Posts: 4,949
Likes: 39
From: Clifton, NJ
96 and 08 911 turbos
Well thats something I never expected to read.
I'd call up whomever and give them one more shot to satisfy you and if nothing happens, blast away on the survey.
They take those things seriously though, so you may get a few calls a day after you send that sucker in.
I'd call up whomever and give them one more shot to satisfy you and if nothing happens, blast away on the survey.
They take those things seriously though, so you may get a few calls a day after you send that sucker in.
MBWorld God!
Joined: Jul 2010
Posts: 31,277
Likes: 3,916
From: on my way
2012 CLS63
they really do take them seriously; can get salesmen fired from what I've heard.....
when I got my first Porsche (a used one) the salesman said if the survey wasn't going to be 'perfect' then 'please' don't take it.......I should have ripped that guy and let him lose his job because he turned out to be a real A-hole
when I got my first Porsche (a used one) the salesman said if the survey wasn't going to be 'perfect' then 'please' don't take it.......I should have ripped that guy and let him lose his job because he turned out to be a real A-hole
Thread Starter
Senior Member
Joined: Nov 2003
Posts: 372
Likes: 19
From: Florida
Mercedes S550
The buyer's remorse doesn't have anything to do with my disappointment with the service after the sale. I am an adult. Nobody twisted my arm to buy the S. I acted impulsively in buying on that day, but I had test driven the S at two other dealerships and had done research on the S550. I know it's a great car.
If the dealership were closer, I would just drive there and drop off my keys and get my mats. However, it's about 100 miles from my office.
You guys are right. I should just call the salesman. I have been carrying the Audi keys and title to work each day. I'd like to get rid of them and get my mats. I currently have old towels over my light mats to protect them.
I'm disappointed that buying a Mercedes-Benz doesn't equate to getting first-class service. I should just swallow my pride and call.
If the dealership were closer, I would just drive there and drop off my keys and get my mats. However, it's about 100 miles from my office.
You guys are right. I should just call the salesman. I have been carrying the Audi keys and title to work each day. I'd like to get rid of them and get my mats. I currently have old towels over my light mats to protect them.
I'm disappointed that buying a Mercedes-Benz doesn't equate to getting first-class service. I should just swallow my pride and call.
Newbie
Joined: Jul 2014
Posts: 14
Likes: 0
From: SW Virginia
S 550 2015 F-250 2012
All of our experiences with Mercedes of Greensboro have been great. Perhaps you should give the salesman a call express your unhappiness with the process and if there is no satisfaction there ask to speak with manager. Always remain calm and I'm sure your dealer will work it out. Baker Motor of Charleston is another matter so I know there are bad ones out there
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Banned
Joined: Jun 2006
Posts: 3,640
Likes: 13
From: NYC
2014 S550
In the 1980s, it was a first class experience. I always call it a BOUTIQUE style business. Going to a dealership in the 1980s.
Miss these days. I remember when I was 8 years old - and went with my friend and his pops to a Mercedes dealership and he picked up a new 1989 300 SEL in white.
And the video has some good footage from inside a dealership. Those were indeed the days. Now it's so corporate - and its a very different feeling.
Miss these days. I remember when I was 8 years old - and went with my friend and his pops to a Mercedes dealership and he picked up a new 1989 300 SEL in white.
And the video has some good footage from inside a dealership. Those were indeed the days. Now it's so corporate - and its a very different feeling.
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Member
Joined: Aug 2013
Posts: 175
Likes: 21
From: Lawrence, KS
2020 S560
Had a simiar issue. I told the salesman my concerns, and when he blew me off I filled out the survey the way I felt (he doesn't work there any more). I never went back to that dealership for my next purchase. Don't blame the rest of the staff or the product because of one bad egg; you may need the service manager or general manager in the future. Or have the car serviced elsewhere.
Senior Member
Joined: Nov 2013
Posts: 263
Likes: 0
S 550
I am one of those people that dealerships don't like, unless everything is perfect they won't get a perfect score. So every survey I have done has been honest, some very high marks on some items and lower scores where appropriate on other items, complete with a description of what needs to be improved.
I keep hoping that someday I will have a great car buying experience. I have had a couple very good experiences with the best experience at Crown Eurocars in St Petersburg.
I keep hoping that someday I will have a great car buying experience. I have had a couple very good experiences with the best experience at Crown Eurocars in St Petersburg.
Banned
Joined: Jun 2006
Posts: 3,640
Likes: 13
From: NYC
2014 S550
No one is old here - just mature!
I remember going into Sovereign motors as a kid in the early 90s with my friends father when he had to bring the car in for service. Was always such a class act. (it went way down hill after and when it became Mercedes Benz of Brooklyn - you should see the commercials - they communicate in the commercial to you as if you are some spaghetti eating garlic smelling Italian guy...literally - its insulting how they think of everyone. Hey badabing badaboom You wanna E TREE FIFTY?).
Its all different now. It's all corporate - and although we had a good experience with our salesman (if we did) - I can't help but think we are just a number in a book, not a human being.
I know things change over time - but the best way I can describe my feelings are as follows:
Whereas you used to go to your local model shop to pick up a flying helicopter / model car or sports specialty store to pick up a bowling ball - you felt special when you walked in - with a purpose - with a boutique feeling.
Now for those items - you go to walmart - and no one gives a F*** who you are. Sign on the dotted line and get out so the next guy can buy.
I remember going into Sovereign motors as a kid in the early 90s with my friends father when he had to bring the car in for service. Was always such a class act. (it went way down hill after and when it became Mercedes Benz of Brooklyn - you should see the commercials - they communicate in the commercial to you as if you are some spaghetti eating garlic smelling Italian guy...literally - its insulting how they think of everyone. Hey badabing badaboom You wanna E TREE FIFTY?).
Its all different now. It's all corporate - and although we had a good experience with our salesman (if we did) - I can't help but think we are just a number in a book, not a human being.
I know things change over time - but the best way I can describe my feelings are as follows:
Whereas you used to go to your local model shop to pick up a flying helicopter / model car or sports specialty store to pick up a bowling ball - you felt special when you walked in - with a purpose - with a boutique feeling.
Now for those items - you go to walmart - and no one gives a F*** who you are. Sign on the dotted line and get out so the next guy can buy.
MBWorld Fanatic!
Joined: Jun 2006
Posts: 2,359
Likes: 2
From: California
06 C55, 09 E350
I would just email him and let him know, being a salesman is a hectic and stressful job from what I have seen, but that doesn't mean you are wrong. Buying a S-Class should be a first class experience and all employees are trained to deliver just that.
MBWorld Fanatic!
Joined: Feb 2010
Posts: 1,523
Likes: 394
'25 S63 AMG E Performance, '26 CLE 53 AMG
No one is old here - just mature!
I remember going into Sovereign motors as a kid in the early 90s with my friends father when he had to bring the car in for service. Was always such a class act. (it went way down hill after and when it became Mercedes Benz of Brooklyn - you should see the commercials - they communicate in the commercial to you as if you are some spaghetti eating garlic smelling Italian guy...literally - its insulting how they think of everyone. Hey badabing badaboom You wanna E TREE FIFTY?).
Its all different now. It's all corporate - and although we had a good experience with our salesman (if we did) - I can't help but think we are just a number in a book, not a human being.
I know things change over time - but the best way I can describe my feelings are as follows:
Whereas you used to go to your local model shop to pick up a flying helicopter / model car or sports specialty store to pick up a bowling ball - you felt special when you walked in - with a purpose - with a boutique feeling.
Now for those items - you go to walmart - and no one gives a F*** who you are. Sign on the dotted line and get out so the next guy can buy.
I remember going into Sovereign motors as a kid in the early 90s with my friends father when he had to bring the car in for service. Was always such a class act. (it went way down hill after and when it became Mercedes Benz of Brooklyn - you should see the commercials - they communicate in the commercial to you as if you are some spaghetti eating garlic smelling Italian guy...literally - its insulting how they think of everyone. Hey badabing badaboom You wanna E TREE FIFTY?).
Its all different now. It's all corporate - and although we had a good experience with our salesman (if we did) - I can't help but think we are just a number in a book, not a human being.
I know things change over time - but the best way I can describe my feelings are as follows:
Whereas you used to go to your local model shop to pick up a flying helicopter / model car or sports specialty store to pick up a bowling ball - you felt special when you walked in - with a purpose - with a boutique feeling.
Now for those items - you go to walmart - and no one gives a F*** who you are. Sign on the dotted line and get out so the next guy can buy.
Boy could I get into the philosophy of life with your thoughts Chucky (you also make me feel old when you say you were a kid in the 90s). But I will save all of you from that!
Yes it does seem like we are all numbers and no one gives a crap. I have purchased MB cars from all over the US. I have found my local dealer, Bobby Rahal Motorcars in Wexford, PA, to be the best dealer I have found. I have purchased MBs from them since the day they opened in 1997 and they are top notch. I remember I purchased an S500 from a Denver, CO dealer in 2000 when Rahal did not give me a good deal. My salesman from Rahal (now retired) remembered that and from that point forward treated me much better because he knew I would go somewhere else if he did not satisfy my expectations. BUY YOUR CAR AND SERVICE YOUR CAR WHERE PEOPLE TREAT YOU THE BEST. Chucky, you should go to a different dealer then MB Manhattan--don't allow a dealer to treat you like crap. They were not very nice to you by apparently damaging your car and not fessing up to it.
Banned
Joined: Jun 2006
Posts: 3,640
Likes: 13
From: NYC
2014 S550
Boy could I get into the philosophy of life with your thoughts Chucky (you also make me feel old when you say you were a kid in the 90s). But I will save all of you from that!
Yes it does seem like we are all numbers and no one gives a crap. I have purchased MB cars from all over the US. I have found my local dealer, Bobby Rahal Motorcars in Wexford, PA, to be the best dealer I have found. I have purchased MBs from them since the day they opened in 1997 and they are top notch. I remember I purchased an S500 from a Denver, CO dealer in 2000 when Rahal did not give me a good deal. My salesman from Rahal (now retired) remembered that and from that point forward treated me much better because he knew I would go somewhere else if he did not satisfy my expectations. BUY YOUR CAR AND SERVICE YOUR CAR WHERE PEOPLE TREAT YOU THE BEST. Chucky, you should go to a different dealer then MB Manhattan--don't allow a dealer to treat you like crap. They were not very nice to you by apparently damaging your car and not fessing up to it.
Yes it does seem like we are all numbers and no one gives a crap. I have purchased MB cars from all over the US. I have found my local dealer, Bobby Rahal Motorcars in Wexford, PA, to be the best dealer I have found. I have purchased MBs from them since the day they opened in 1997 and they are top notch. I remember I purchased an S500 from a Denver, CO dealer in 2000 when Rahal did not give me a good deal. My salesman from Rahal (now retired) remembered that and from that point forward treated me much better because he knew I would go somewhere else if he did not satisfy my expectations. BUY YOUR CAR AND SERVICE YOUR CAR WHERE PEOPLE TREAT YOU THE BEST. Chucky, you should go to a different dealer then MB Manhattan--don't allow a dealer to treat you like crap. They were not very nice to you by apparently damaging your car and not fessing up to it.
MBWorld Fanatic!
Joined: Dec 2006
Posts: 4,949
Likes: 39
From: Clifton, NJ
96 and 08 911 turbos
I watched all of that 1980s mb training video. Sales tactics certainly stayed the same. To me whats changed is the level of competition. In those days, MB was in a class by itself for its dependability, solid assembly, and resale value. The competition has caught up, and the bulk of sales are leases. Maybe its just me, but mercedes doesn't feel nearly as special as it once was. Not because they have gotten worse, but because everyone else has gotten better.
Also perhaps because a lot of the things touted by MB corporate and dealers are technology items that can become obsolete very quickly as the other stuff has become commodity (by other stuff meaning a smooth quiet ride, powerful engine, assembly quality, etc).
Think about what an 80s Hyundai looked like versus a 190E and now consider a modern E-Class vs. a new Hyundai Genesis.
Also perhaps because a lot of the things touted by MB corporate and dealers are technology items that can become obsolete very quickly as the other stuff has become commodity (by other stuff meaning a smooth quiet ride, powerful engine, assembly quality, etc).
Think about what an 80s Hyundai looked like versus a 190E and now consider a modern E-Class vs. a new Hyundai Genesis.
Thread Starter
Senior Member
Joined: Nov 2003
Posts: 372
Likes: 19
From: Florida
Mercedes S550
My best experience was when I purchased a new Infiniti Q45. The salesman took a long time with the delivery and made sure my mirrors and seat were set properly. I felt very special. Unfortunately, he left the business. That Q45 was trouble-free. I fondly remember how simple the dash and controls were.
Banned
Joined: Jun 2006
Posts: 3,640
Likes: 13
From: NYC
2014 S550
Wow the Infiniti Q45.
Remember this?
That was the car back in the day - then they came out with the Q45T and talked about how the suspension would balance itself over bumpy roads. The original Magic Body Control.
Remember this?
That was the car back in the day - then they came out with the Q45T and talked about how the suspension would balance itself over bumpy roads. The original Magic Body Control.
MBWorld God!
Joined: Jul 2010
Posts: 31,277
Likes: 3,916
From: on my way
2012 CLS63
I watched all of that 1980s mb training video. Sales tactics certainly stayed the same. To me whats changed is the level of competition. In those days, MB was in a class by itself for its dependability, solid assembly, and resale value. The competition has caught up, and the bulk of sales are leases. Maybe its just me, but mercedes doesn't feel nearly as special as it once was. Not because they have gotten worse, but because everyone else has gotten better.
Also perhaps because a lot of the things touted by MB corporate and dealers are technology items that can become obsolete very quickly as the other stuff has become commodity (by other stuff meaning a smooth quiet ride, powerful engine, assembly quality, etc).
Think about what an 80s Hyundai looked like versus a 190E and now consider a modern E-Class vs. a new Hyundai Genesis.
Also perhaps because a lot of the things touted by MB corporate and dealers are technology items that can become obsolete very quickly as the other stuff has become commodity (by other stuff meaning a smooth quiet ride, powerful engine, assembly quality, etc).
Think about what an 80s Hyundai looked like versus a 190E and now consider a modern E-Class vs. a new Hyundai Genesis.
well said
Junior Member
Joined: Mar 2007
Posts: 24
Likes: 0
No one is old here - just mature!
I remember going into Sovereign motors as a kid in the early 90s with my friends father when he had to bring the car in for service. Was always such a class act. (it went way down hill after and when it became Mercedes Benz of Brooklyn - you should see the commercials - they communicate in the commercial to you as if you are some spaghetti eating garlic smelling Italian guy...literally - its insulting how they think of everyone. Hey badabing badaboom You wanna E TREE FIFTY?).
Its all different now. It's all corporate - and although we had a good experience with our salesman (if we did) - I can't help but think we are just a number in a book, not a human being.
I know things change over time - but the best way I can describe my feelings are as follows:
Whereas you used to go to your local model shop to pick up a flying helicopter / model car or sports specialty store to pick up a bowling ball - you felt special when you walked in - with a purpose - with a boutique feeling.
Now for those items - you go to walmart - and no one gives a F*** who you are. Sign on the dotted line and get out so the next guy can buy.
I remember going into Sovereign motors as a kid in the early 90s with my friends father when he had to bring the car in for service. Was always such a class act. (it went way down hill after and when it became Mercedes Benz of Brooklyn - you should see the commercials - they communicate in the commercial to you as if you are some spaghetti eating garlic smelling Italian guy...literally - its insulting how they think of everyone. Hey badabing badaboom You wanna E TREE FIFTY?).
Its all different now. It's all corporate - and although we had a good experience with our salesman (if we did) - I can't help but think we are just a number in a book, not a human being.
I know things change over time - but the best way I can describe my feelings are as follows:
Whereas you used to go to your local model shop to pick up a flying helicopter / model car or sports specialty store to pick up a bowling ball - you felt special when you walked in - with a purpose - with a boutique feeling.
Now for those items - you go to walmart - and no one gives a F*** who you are. Sign on the dotted line and get out so the next guy can buy.
Back in 2007 I went to Sovereign Mercedes to purchase (buy) an S63. Very simply, I told the manager to order it with every option available for the car. One week later the manager calls to tell me that my car is here. I arrive to find out it was not fully loaded. When I brought it to his attention he said to me "HE" didn't think I needed them Lol. Obviously he tried to sell me an in stock car that he was trying to unload at my expense. I walked out laughing at the deal he just lost.
My next experience with Sovereign was in 2009 when I went to purchase a CL 63. When the manager gave me the price of the car I tried to negotiate it. He refused to budge on the price telling me that I get him with the car! ( whatever that means ?) I walked out again laughing even harder at their second lost deal.
Fast forward; when I heard there was a new owner at Brooklyn Mercedes, I went back in to purchase a 2015 S63. ( once again fully loaded minus ceramic brakes) As soon as I walked in I could see all the changes for the better that was made. I met with the new owner, a real hands on gentleman that turned the whole sales department around. It's a pleasure to drive in there, from the greeting staff, the service and parts department and the Sales dept. the new owner did a hell of a job to create a first class experience ! Everyone greets you with a smile and a handshake. I would highly recommend them ( and I did ! )
Banned
Joined: Jun 2006
Posts: 3,640
Likes: 13
From: NYC
2014 S550
It's funny but I had the exact opposite experience at Brooklyn Mercedes.
Back in 2007 I went to Sovereign Mercedes to purchase (buy) an S63. Very simply, I told the manager to order it with every option available for the car. One week later the manager calls to tell me that my car is here. I arrive to find out it was not fully loaded. When I brought it to his attention he said to me "HE" didn't think I needed them Lol. Obviously he tried to sell me an in stock car that he was trying to unload at my expense. I walked out laughing at the deal he just lost.
My next experience with Sovereign was in 2009 when I went to purchase a CL 63. When the manager gave me the price of the car I tried to negotiate it. He refused to budge on the price telling me that I get him with the car! ( whatever that means ?) I walked out again laughing even harder at their second lost deal.
Fast forward; when I heard there was a new owner at Brooklyn Mercedes, I went back in to purchase a 2015 S63. ( once again fully loaded minus ceramic brakes) As soon as I walked in I could see all the changes for the better that was made. I met with the new owner, a real hands on gentleman that turned the whole sales department around. It's a pleasure to drive in there, from the greeting staff, the service and parts department and the Sales dept. the new owner did a hell of a job to create a first class experience ! Everyone greets you with a smile and a handshake. I would highly recommend them ( and I did ! )
Back in 2007 I went to Sovereign Mercedes to purchase (buy) an S63. Very simply, I told the manager to order it with every option available for the car. One week later the manager calls to tell me that my car is here. I arrive to find out it was not fully loaded. When I brought it to his attention he said to me "HE" didn't think I needed them Lol. Obviously he tried to sell me an in stock car that he was trying to unload at my expense. I walked out laughing at the deal he just lost.
My next experience with Sovereign was in 2009 when I went to purchase a CL 63. When the manager gave me the price of the car I tried to negotiate it. He refused to budge on the price telling me that I get him with the car! ( whatever that means ?) I walked out again laughing even harder at their second lost deal.
Fast forward; when I heard there was a new owner at Brooklyn Mercedes, I went back in to purchase a 2015 S63. ( once again fully loaded minus ceramic brakes) As soon as I walked in I could see all the changes for the better that was made. I met with the new owner, a real hands on gentleman that turned the whole sales department around. It's a pleasure to drive in there, from the greeting staff, the service and parts department and the Sales dept. the new owner did a hell of a job to create a first class experience ! Everyone greets you with a smile and a handshake. I would highly recommend them ( and I did ! )
