Fully agree. The sales people don't know enough about the products they are selling. Neither do the service advisors about the cars they service.

 

I don't blame them, the velocity of change in tech and mechanics on these cars makes it tough. Couple that with the complexity of the product line, they would end up spending more time in class than selling/servicing.

 

If I pay $100K+ for a car I expect to deal with knowledgeable and competent people. This is not rocket science. Looks like MB and MB dealers are losing it.

 

I know it’s subjective but what level of “knowledge and competence” do you expect? And should it be across the whole MB line?

 

Not going to happen, I don't disagree but the level of change in todays autos, in both frequency and volume I don't think it's possible. These cars are packed. My dealer has people that do nothing but orient customers with the cars, they seem to have most of the answers. As for salespeople, forget it. I too know more than them sometimes but I still don't fault them for that. You can always ask your dealer to set up a time to meet with a service manager that can explain the car in detail, mine has done this for me. Thankfully we have all the information online!

 

One of the issues is there are too many different cars and each line has many variants. Perhaps dealers should begin to commit SA's to specific lines, this way the knowledge stays vertical and does not get diluted by trying to keep up with all the lines and constant changes. I suspect an S and a CLA are radically different cars, or some may say brands.

 

They should be subject matter experts. If they are not, who is? Would you like to eat at a restaurant that does not know how to cook, would you want health care where the providers don't know what they are talking about, would you want to fly with an airline where mechanics and pilots are incompetent? It is not like MB does not charge enough for their products and service.

 

The problem is the dealership model itself, its not a unique issue for MB, its all dealerships. They dont/can't pay enough to attract and maintain the caliber of people that they need to be able to understand the product at that high a level. So they rely on floating reps who respond to situations once the dealer has exhausted what they are capable of doing.

 

Maybe more so for MB because of their fragmented product line and inconsistent updates. Are the MB mechanics even qualified to rebuild an engine or transmission? Seems all they are capable of is oil/filter changes, brake pads, topping up the windshield washer, checking tire pressures and running a computer check-up. There is no excuse for incompetence.

 

Not all MB Technicians know how to rebuild engine or transmission, but every Dealer depends on the size, have a # of mechanics that know how to do that. You don't go to a hospital and expect all the doctors to know how to do a heart surgery. Everyone is specialized in different functions.

 

If you think about it though, that’s really all they do. Like I said it’s no different at other makes. I had 7 Lexuses and it has become the same way at Lexus.

 

Airline safety and health care are entirely different things. We're talking about a luxury product that you can decide to pass on with little to no consequence.

Personally I think customer service as a whole, specifically in the luxury segment has gone by way of the dodo bird. Unless you have an established relationship or just land the right representative you might end up with sub par service. Been to Tiffanys lately? That's hit or miss too. Companies don't want to pay for talent, they have created a marketing platform in which the car (or product) sells itself. Walking into some higher end boutiques I encounter more "clerks" and fewer seasoned or knowledgable associates/consultants. I'm not sure this will change. Also, as more millennials enter this segment, they have no idea what true service is and companies know this. If you asked me to build or order my 100K car on line and submit it via email I would be offended and resist, millennials probably won't. They think that's the norm.

 

Agree. All they know these days is how to play games or text on their phones......while MB says 'Das Beste, oder nichts"...MB is digging their own hole into "nichts".

 

Brooks Brothers, my used to be 'favorite clothing store' has also gone to complete Scheiße! Crap styles, crap fits and crap associates too!

 

Agree. I used to shop at 'fancy stores' but once their service dived I gave them up. After 7 MB I'm getting ready to pull the plug.......Talked with an independent MB shop where the owner agreed that MB is not what it used to be design or quality wise.

 

Im not sure what else is out there for you to buy where you wont have similar frustrations. Quality of personalized service is just not rewarded by consumers, which is why businesses dont invest in it.

I will say my first experience with Mercedes service was extremely good.

 

I agree, unless you level up to the rarified world of exotics it's pretty much the same, and there is no guarantee it's much better there either.

The reason I've stayed with the brand is my relationship with dealer personnel, they have been nothing short of great to deal with over the last 25+ years.

 

Some MB dealers are good, some are bad, 50% are below median by definition.

 

That statement is going to be true for every brand, I certainly found it was true for Lexus. And actually...the most helpful dealer I have ever dealt with is my Chrysler dealer!

 

Which dealer do you use?

 

Euro Bethesda.

 

It all depends on what kind of people the dealership hires. Some are better than others.

 

Makes sense, I bought mine and had my first service experience at Euro Germantown. Bethesda's new dealership is awesome

 

Yeah, the new place is quite impressive. Euro Germantown is also a great dealer. I remember when Euro was selling Acura (and if my memory serves me right Saab as well), long time ago.

 

Yep, I remember Acura in Bethesda. I don't remember Saab but that doesnt mean they weren't.