Main Dealers - Still As Useless As Ever
Discussion
Dad was an independent car dealer so I grew up with a distrust of main dealers which was re-enforced by my experiences when I had company cars - useless service which also costs a fortune
I've avoided them with my cars as far as possible but the local Mazda dealer was supposed to be good for alignment so I took my MX5 in and they smashed the front spoiler against a kerb
I've finally been forced to use them again for a Mercedes airbag replacement on my wife's car
It's taken probably 20 calls over 4 months to finally get the part in stock and an appointment - for 8.30 this morning
I checked the car in with their self service check in as there was no one in reception - and received an email to confirm
I then sat in the waiting area for 50 mins - wondering how it can take this long for a simple airbag swap - then my phone rings "Hi it's Mercedes are you still bringing your car in today"
So they haven't even looked at it yet despite being booked in as the earliest appointment to avoid delays
Nice to see they're still as capable as ever
I have no idea how any of them are still in business
I've avoided them with my cars as far as possible but the local Mazda dealer was supposed to be good for alignment so I took my MX5 in and they smashed the front spoiler against a kerb
I've finally been forced to use them again for a Mercedes airbag replacement on my wife's car
It's taken probably 20 calls over 4 months to finally get the part in stock and an appointment - for 8.30 this morning
I checked the car in with their self service check in as there was no one in reception - and received an email to confirm
I then sat in the waiting area for 50 mins - wondering how it can take this long for a simple airbag swap - then my phone rings "Hi it's Mercedes are you still bringing your car in today"
So they haven't even looked at it yet despite being booked in as the earliest appointment to avoid delays
Nice to see they're still as capable as ever
I have no idea how any of them are still in business
Our local Ford garage used to do that. Forget to book the car in, forget to order parts, no courtesy car when one was was promised, scraped bumper etc etc. Not bought another Ford since. VW were horrendous as soon as the car left their forecourt. Volvo were a bit hit and miss until I complained. Local Mazda dealer seems good so far, even though I didn't buy the car from them. Luck of the draw I think though.
But as always very dependent on which MD / Manufacturer.
Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
Loads of these are run by groups that are main dealers for multiple manufacturers.
For example, Jardine have these:
Aston Martin
Audi
BMW
Ferrari
Ineos
Jaguar
Land Rover
Maserati
McLaren
Mercedes
Mini
Pinifarina
Porsche
Smart
Even accounting for the brands which are ultimately the same group (eg. BMW/Mini, Jaguar/Landrover, Mercedes/Smart, Audi/Porsche) it's still a lot of separate companies they have main dealerships for. Will their BMW dealership have the same quality of service as their McLaren or Ineos one?
A given location/brand is only ever going to be as good as the people who work specifically at that site, in my experience. There are good and bad main dealers for the same brand, even inside the same group.
For example, Jardine have these:
Aston Martin
Audi
BMW
Ferrari
Ineos
Jaguar
Land Rover
Maserati
McLaren
Mercedes
Mini
Pinifarina
Porsche
Smart
Even accounting for the brands which are ultimately the same group (eg. BMW/Mini, Jaguar/Landrover, Mercedes/Smart, Audi/Porsche) it's still a lot of separate companies they have main dealerships for. Will their BMW dealership have the same quality of service as their McLaren or Ineos one?
A given location/brand is only ever going to be as good as the people who work specifically at that site, in my experience. There are good and bad main dealers for the same brand, even inside the same group.
Having bought a reasonably new Volvo, and being offered a fair deal on a service agreement, I reluctantly agreed to it, rather than doing as I've almost always done and service/maintain my own vehicles. My local Volvo dealer have been very good. Can book online. Choose which mechanic you want to use. Choose to leave the car/pickup later, or stay in the waiting area (with free drinks, biscuits and buns). Got my last service in a couple of weeks time (3 year deal). Then I'll be doing it myself from next year.
I had a very poor experience with Citroen Blackburn the other month.
I rang the workshop up and asked for a quote to replace the cam belt/waterpump on my C6 (2.7 V6 diesel). Lady rang me back a few days later and said £600 including parts.
I was happy with the price so booked it in for a Friday morning and got told it’ll take an entire day to complete.
Dropped it off Friday morning only to be told it was booked in for the Saturday. Given the mechanics were fully booked that day it wouldn’t be until Monday until they could begin work. I was unhappy as I needed the car over the weekend ideally but thought ‘never mind’ and I left the car.
A few hours later I get a phone call from the same lady who booked me in and she said she can’t do the job for £600, it would be more like £1000. Her excuses were that the mechanic didn’t realise it was a V6 and she herself didn’t even know what a C6 was!
I had to drive back to collect my car and wasn’t even given an apology for wasting my time. Definitely wasn’t happy with the experience!
I rang the workshop up and asked for a quote to replace the cam belt/waterpump on my C6 (2.7 V6 diesel). Lady rang me back a few days later and said £600 including parts.
I was happy with the price so booked it in for a Friday morning and got told it’ll take an entire day to complete.
Dropped it off Friday morning only to be told it was booked in for the Saturday. Given the mechanics were fully booked that day it wouldn’t be until Monday until they could begin work. I was unhappy as I needed the car over the weekend ideally but thought ‘never mind’ and I left the car.
A few hours later I get a phone call from the same lady who booked me in and she said she can’t do the job for £600, it would be more like £1000. Her excuses were that the mechanic didn’t realise it was a V6 and she herself didn’t even know what a C6 was!
I had to drive back to collect my car and wasn’t even given an apology for wasting my time. Definitely wasn’t happy with the experience!
Gigamoons said:
PistonTim said:
Gigamoons said:
I’m a strong supporter of the independent trade!
Still need dealers for warranty work / recalls though!
Brilliant service and will collect and deliver back foc.
In fact, i don't ever recall having problems with any of the MDs for the cars we have owned, old and new.
mibman2004 said:
I had a very poor experience with Citroen Blackburn the other month.
I rang the workshop up and asked for a quote to replace the cam belt/waterpump on my C6 (2.7 V6 diesel). Lady rang me back a few days later and said £600 including parts.
I was happy with the price so booked it in for a Friday morning and got told it’ll take an entire day to complete.
Dropped it off Friday morning only to be told it was booked in for the Saturday. Given the mechanics were fully booked that day it wouldn’t be until Monday until they could begin work. I was unhappy as I needed the car over the weekend ideally but thought ‘never mind’ and I left the car.
A few hours later I get a phone call from the same lady who booked me in and she said she can’t do the job for £600, it would be more like £1000. Her excuses were that the mechanic didn’t realise it was a V6 and she herself didn’t even know what a C6 was!
I had to drive back to collect my car and wasn’t even given an apology for wasting my time. Definitely wasn’t happy with the experience!
That is ridiculous, not even knowing what model a car is before agreeing to work on it. I'd be complaining to the dealer principal (who in all liklihood won't give a fI rang the workshop up and asked for a quote to replace the cam belt/waterpump on my C6 (2.7 V6 diesel). Lady rang me back a few days later and said £600 including parts.
I was happy with the price so booked it in for a Friday morning and got told it’ll take an entire day to complete.
Dropped it off Friday morning only to be told it was booked in for the Saturday. Given the mechanics were fully booked that day it wouldn’t be until Monday until they could begin work. I was unhappy as I needed the car over the weekend ideally but thought ‘never mind’ and I left the car.
A few hours later I get a phone call from the same lady who booked me in and she said she can’t do the job for £600, it would be more like £1000. Her excuses were that the mechanic didn’t realise it was a V6 and she herself didn’t even know what a C6 was!
I had to drive back to collect my car and wasn’t even given an apology for wasting my time. Definitely wasn’t happy with the experience!
k either).VW. Polo due a simple service. Called them “ I’d like an early appointment and I understand you can drop me somewhere within five miles. What days do you have?”
0900 a few days later, I told them a friend would bring me back in a few hours and VW dropped me at my tennis club.
Tennis, couple,of hours, lunch. Friend takes me about 1430 and goes away. “Oh it’s not ready yet”
But I was booked for 0900, any problems? “No that’s the delivery time not service slot” WTF.. I waited about another hour.
I did go another time and they gave me a courtesy car. Went back the next day after they called me.
0900 a few days later, I told them a friend would bring me back in a few hours and VW dropped me at my tennis club.
Tennis, couple,of hours, lunch. Friend takes me about 1430 and goes away. “Oh it’s not ready yet”
But I was booked for 0900, any problems? “No that’s the delivery time not service slot” WTF.. I waited about another hour.
I did go another time and they gave me a courtesy car. Went back the next day after they called me.
A good main dealer can be worth it, but sadly some can lose their reputation quickly.
I know someone who had been using a German brand main dealer for several years and they were great for not trying to upsell... until the last time when they tried to tell them the car needed new brake pads and disks when they were only around half worn!
And at the same time also tried to sell them a couple of tyres when the old ones were on 4.5mm! Tried to sell them two summer tyres instead of all seasons to match what it had on, so would have had some unusual handling in the cold.
I know someone who had been using a German brand main dealer for several years and they were great for not trying to upsell... until the last time when they tried to tell them the car needed new brake pads and disks when they were only around half worn!
And at the same time also tried to sell them a couple of tyres when the old ones were on 4.5mm! Tried to sell them two summer tyres instead of all seasons to match what it had on, so would have had some unusual handling in the cold.
For contrast, my local Mercedes lot, Sandown, are actually very good. They did some ad hoc work for me and are very friendly and helpful so used them for an annual service. I had a good chat with the service advisor last time who was a real car enthusiast and seemed to enjoy working there which is a good sign.
Gassing Station | General Gassing | Top of Page | What's New | My Stuff