MBS - Southampton
Discussion
Bazza 2174 said:
Sorry to put a downer on them but I've found their customer service lacking on a couple of occasions and been very disappointed. Won't use them again.
A bit more info would be useful. Did they come up short on the work they were doing on your car? Or was it how they looked after you as a customer? Or something else?I have no association with MBS, I've just used them a couple of times and found them nothing other than excellent on all counts.
Yes agreed
Bazza it would be useful to understand where they failed you. Your requirements of service could be totally different from mine. What I look for is someone who knows his beans / no bulls
t just straight forward honest advice. Dont care about being late repairing the car, valeting it etc etc.
Please do reply
Rgds
Richard
Bazza it would be useful to understand where they failed you. Your requirements of service could be totally different from mine. What I look for is someone who knows his beans / no bulls
t just straight forward honest advice. Dont care about being late repairing the car, valeting it etc etc.Please do reply
Rgds
Richard
It was on two separate occasions
Firstly they told me that they I had a leak from the oil pipe hoses and that they had to be replaced which would cost a couple of hundred quid. The car stank of diesel so I had little choice and had them replaced. The diesel smell in the cabin continued so a week later it was booked in again but this time they said that they'd made a mistake and that it was the oil pump and not the pipes that were leaking. A new pump was another a couple of hundred quid but they weren't prepared to make any contribution towards the cost despite acknowledging that they'd misdiagnosed the fault the previous week. I argued that they should offset some/all of the cost of the replacement oil pipes but they refused to consider it. Finally after a lot of calls/threats they finally agreed to offset the cost.
Secondly when I booked the car in I made it absolutely clear that the car was needed for a school pick up run in the afternoon. The Service Manager confirmed that there would be absolutely no problem in getting the work done in time for the pick up. I explained that we could rearrange for the work to be done on another day if there was any possibility of there being a problem. When we dropped it off again we were told that there would be no problem in getting the work done in time. Just to be absolutely sure I called several times during the day to check that there wouldn't be an issue. Again the Service Manager reassured me that there would be no problem. Unfortunately when it came time to pick it up he simply turned round and said that they'd only just started work on it. I then had to try to arrange a School pick up, child care etc etc.
I can appreciate that things can go wrong and we all make mistakes but it was they way in which they handled my complaint it that really hacked me off. There was a distinct air of "what's the problem?" combined with a we don't give a monkeys that you might expect from a back street garage not a main dealer.
I wouldn't normally bother describing all this but you did ask.
Firstly they told me that they I had a leak from the oil pipe hoses and that they had to be replaced which would cost a couple of hundred quid. The car stank of diesel so I had little choice and had them replaced. The diesel smell in the cabin continued so a week later it was booked in again but this time they said that they'd made a mistake and that it was the oil pump and not the pipes that were leaking. A new pump was another a couple of hundred quid but they weren't prepared to make any contribution towards the cost despite acknowledging that they'd misdiagnosed the fault the previous week. I argued that they should offset some/all of the cost of the replacement oil pipes but they refused to consider it. Finally after a lot of calls/threats they finally agreed to offset the cost.
Secondly when I booked the car in I made it absolutely clear that the car was needed for a school pick up run in the afternoon. The Service Manager confirmed that there would be absolutely no problem in getting the work done in time for the pick up. I explained that we could rearrange for the work to be done on another day if there was any possibility of there being a problem. When we dropped it off again we were told that there would be no problem in getting the work done in time. Just to be absolutely sure I called several times during the day to check that there wouldn't be an issue. Again the Service Manager reassured me that there would be no problem. Unfortunately when it came time to pick it up he simply turned round and said that they'd only just started work on it. I then had to try to arrange a School pick up, child care etc etc.
I can appreciate that things can go wrong and we all make mistakes but it was they way in which they handled my complaint it that really hacked me off. There was a distinct air of "what's the problem?" combined with a we don't give a monkeys that you might expect from a back street garage not a main dealer.
I wouldn't normally bother describing all this but you did ask.
Wasn't going to reply to this thread, but are you sure you have the correct garage Baz?
The OP mentions MBS of Southampton, who are an independent Mercedes specialist with only three staff (I think) yet your talk of a service manager leads me to believe that you were in a Mercedes dealership, as MBS don't have a service manager as such.
Also, your penultimate line states:
It doesn't really bother me either way, as they're way to far for me to ever consider using from where I live, though I do happen to know Colin (partner/owner I think), and this is far from the usual response which they normally get from their customers, especially on the Mercedes forum which they sponsor.
If I'm wrong and you're sure that it was MBS, please accept my apologies.
The OP mentions MBS of Southampton, who are an independent Mercedes specialist with only three staff (I think) yet your talk of a service manager leads me to believe that you were in a Mercedes dealership, as MBS don't have a service manager as such.
Also, your penultimate line states:
Bazza 2174 said:
combined with a we don't give a monkeys that you might expect from a back street garage not a main dealer.
whereas in fact MBS are probably what could be described as a "back street garage" to most people.It doesn't really bother me either way, as they're way to far for me to ever consider using from where I live, though I do happen to know Colin (partner/owner I think), and this is far from the usual response which they normally get from their customers, especially on the Mercedes forum which they sponsor.
If I'm wrong and you're sure that it was MBS, please accept my apologies.
Bazza 2174 said:
You're right and I'm totally wrong. Really sorry but to me MBS is Mercedes Benz of Southampton not the specialist MBS.
Not the first time I've seen that confusion. MBS (the indie) choosing that name must have thought the benefits of a familiar name would outweigh the disadvantages.therevday said:
I am glad this is now sorted! I was about to draw Daves attention to it (he owns MBS) The guys there are fantastic and I would not take a Merc anywhere else.Dave goes out of his way to save customers money. He and the rest of the team are top guys
I actually spoke with Col (Dave's partner) about it and he would be happy to accept Baz as a customer. I didn't say anything until it was clear that a genuine mistake had been made though, as that may have been classed as b
hing (in my eyes).Happy that it's all sorted out now. :hugs and kisses:
therevday said:
I am glad this is now sorted! I was about to draw Daves attention to it (he owns MBS) The guys there are fantastic and I would not take a Merc anywhere else.Dave goes out of his way to save customers money. He and the rest of the team are top guys
Sssshhh! With Baz turning up and people telling truths like this the queue to get your motor in will get even longer.Nice to get this one sorted.
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