Why is Merc service so much worse than Porsche?
Discussion
Before buying my ML63, I had a string of Porsches. The service experience and general experience with the garages was brilliant. If you needed new tyres, they'd have them in stock, you could drop it off at a days notice and get new ones fitted.
They'd lend you a car of similar standard to use whilst anything was happening, lend you cars to try if you were considering changing yours, or just so you had experience of the car for when you changed.
When I had my Cayman S, I got lent a 911 cab, I then went on to buy a 911, then got lent a GTS and Turbo, went on to buy a GTS cab. Overall I tended to changed cars about once a year with them as I always had the chance to try new things and generally thought the cars were great.
Now on to Merc.... When I had my first child I needed more space. Looked at a bunch of different options from Cayenne Turbo, to RR Supercharged, E63, ML63, G63, X6M etc... and went for the ML63 as it was the best mix of fun, speed, comfort, space and safety.
The car is GREAT! I love the car. I hate the service from Merc dealers.
The 2 times the car has been in for service, they've f*cked it up. The first time they didn't have brake pads or something like that, and I was in a base spec CLA for a week waiting. This time, I told the salesperson that I was thinking of getting my gf a larger car (GLA or ML250/350), and I'd get something smaller and more suitable for country roads as most of the time, she has our son and needs the space more than me (e.g. I'd get her a GLA / ML350, and get a C63 507 myself).
So whilst my cars in for it's B service (£600), they've lent me... a C200. A car I have absolutely no intention of purchasing or really interest in trying. It's a nice car, but come on, how likely is it that you'll ever move across to that? I have been looking at RS4 / 6 / M5 etc. recently as I fancied a bit of a change. This could have been an opportunity for Merc as I'll likely be buying 2 cars (one for me, one for her) at some point in the near future.
That's a minor issue though.... a bigger issue is the fact it was booked in for new brake pads when the service was done. I booked it in a week ago. They were to do service + pads today. I'm busy so don't have time to always be back and forth at the garage.
Guess what they have just called to say they don't have in stock?
Brake pads.
They've had a week's notice, the car was booked in back then, they knew it was coming, all they need to do is have a couple brake pads for an ML63, and they can't manage it.
So here's my question, why can Merc get no where near Porsche's level of service?
ML63 = great car
Merc service = crap
They'd lend you a car of similar standard to use whilst anything was happening, lend you cars to try if you were considering changing yours, or just so you had experience of the car for when you changed.
When I had my Cayman S, I got lent a 911 cab, I then went on to buy a 911, then got lent a GTS and Turbo, went on to buy a GTS cab. Overall I tended to changed cars about once a year with them as I always had the chance to try new things and generally thought the cars were great.
Now on to Merc.... When I had my first child I needed more space. Looked at a bunch of different options from Cayenne Turbo, to RR Supercharged, E63, ML63, G63, X6M etc... and went for the ML63 as it was the best mix of fun, speed, comfort, space and safety.
The car is GREAT! I love the car. I hate the service from Merc dealers.
The 2 times the car has been in for service, they've f*cked it up. The first time they didn't have brake pads or something like that, and I was in a base spec CLA for a week waiting. This time, I told the salesperson that I was thinking of getting my gf a larger car (GLA or ML250/350), and I'd get something smaller and more suitable for country roads as most of the time, she has our son and needs the space more than me (e.g. I'd get her a GLA / ML350, and get a C63 507 myself).
So whilst my cars in for it's B service (£600), they've lent me... a C200. A car I have absolutely no intention of purchasing or really interest in trying. It's a nice car, but come on, how likely is it that you'll ever move across to that? I have been looking at RS4 / 6 / M5 etc. recently as I fancied a bit of a change. This could have been an opportunity for Merc as I'll likely be buying 2 cars (one for me, one for her) at some point in the near future.
That's a minor issue though.... a bigger issue is the fact it was booked in for new brake pads when the service was done. I booked it in a week ago. They were to do service + pads today. I'm busy so don't have time to always be back and forth at the garage.
Guess what they have just called to say they don't have in stock?
Brake pads.
They've had a week's notice, the car was booked in back then, they knew it was coming, all they need to do is have a couple brake pads for an ML63, and they can't manage it.
So here's my question, why can Merc get no where near Porsche's level of service?
ML63 = great car
Merc service = crap
Edited by kbf1981 on Thursday 29th May 14:31
As a follow up... they've now said new brake pads and discs are needed all round now, so I've called up 5 Merc garages for a quote, and only one of them could give me a quote. They've quoted for front discs only, can't quote for the rest of it until someone from service "picks up the phone".
All the garage's have said they'd give me a call back, none have done so, it's been over an hour so far.
I run a business, if we had service this bad we wouldn't be able to compete.
All the garage's have said they'd give me a call back, none have done so, it's been over an hour so far.
I run a business, if we had service this bad we wouldn't be able to compete.
There all like that in my experience, they claim to be busy as a reason for not getting back to you,but if you have ever sat in the service dept waiting area for any length of time they really are not, only busy chatting to each other. Also when i took my C63 in for its first service they gave me a bottom of the range a class which had been freshly crashed by the previous driver and told me not to worry about it (Mercedes Dartford), didn't have time to argue about it.
Edited by simonbamg on Thursday 29th May 15:56
Have to say that they do vary from garage to garage as they mostly franchised...
I used an MB dealer for servicing for my SLK 32 from when it was 8 -13 years old.( One of the Boat race Uni Cities but not in East Anglia) I wanted to keep the full MBSH ( even though in reality a decent indie would do as good if not better)for when it came to selling. I asked if a small discount would be possible at 13 yrs old given that i could get it serviced cheaper elsewhere and as the car got progressively older the servicing costs became a bigger % compared to overall car value
The upshot was the B service and new disk and pads would not be discounted so went to MB Beaconsfield and they reduced the price by 25%- not an insignificant amount when it was almost £1k initially. when i called to cancel the service at the first dealer they offered to match the price but by this just made me more determined to use Beaconsfield who were keen to win my business- they now do my SLK 55 as well
Unfortunately last year the missus took the 32 back to Oxford as she wanted to kill two birds with one stone and do some shopping over in Bicester. The courtesy car was filthy ( both inside and out) and it had zero petrol in it, so little in fact that the gauge was bent back on the stop.
Th only thing you can do is shop around- not easy if you are in a rural location and make sure that when you get the obligatory MB customer survey if you are unhappy with the survey you make it clear- anything less than 9 or a 10 and they don't get their bonus we were told
Funnily enough the missus took it this year to a local Merc specialist and it passed the MOT with flying colours despite being told the previous year at the first MB dealer that the ball joints would need to be replaced on the front as they had too much play ( despite being replaced by them 15k miles earlier!- and they wonder why people are cynical!!)
the worst customer service i had was at a Volkswagen dealer in London W4- they had a waiting list of 3 weeks for a service and this really showed in their aftercare
I used an MB dealer for servicing for my SLK 32 from when it was 8 -13 years old.( One of the Boat race Uni Cities but not in East Anglia) I wanted to keep the full MBSH ( even though in reality a decent indie would do as good if not better)for when it came to selling. I asked if a small discount would be possible at 13 yrs old given that i could get it serviced cheaper elsewhere and as the car got progressively older the servicing costs became a bigger % compared to overall car value
The upshot was the B service and new disk and pads would not be discounted so went to MB Beaconsfield and they reduced the price by 25%- not an insignificant amount when it was almost £1k initially. when i called to cancel the service at the first dealer they offered to match the price but by this just made me more determined to use Beaconsfield who were keen to win my business- they now do my SLK 55 as well
Unfortunately last year the missus took the 32 back to Oxford as she wanted to kill two birds with one stone and do some shopping over in Bicester. The courtesy car was filthy ( both inside and out) and it had zero petrol in it, so little in fact that the gauge was bent back on the stop.
Th only thing you can do is shop around- not easy if you are in a rural location and make sure that when you get the obligatory MB customer survey if you are unhappy with the survey you make it clear- anything less than 9 or a 10 and they don't get their bonus we were told
Funnily enough the missus took it this year to a local Merc specialist and it passed the MOT with flying colours despite being told the previous year at the first MB dealer that the ball joints would need to be replaced on the front as they had too much play ( despite being replaced by them 15k miles earlier!- and they wonder why people are cynical!!)
the worst customer service i had was at a Volkswagen dealer in London W4- they had a waiting list of 3 weeks for a service and this really showed in their aftercare
Its not just mercedes unfortunately. Unless youve got a good personal relationship with a dealer, they're all like that in my opinion.
After being used to this treatment I was genuinly shocked at how different (and good) the porsche experience is. I think the other manufacturer franchises could learn so much from Porsche, especially the so called prestige brands.
After being used to this treatment I was genuinly shocked at how different (and good) the porsche experience is. I think the other manufacturer franchises could learn so much from Porsche, especially the so called prestige brands.
Edited by Aeroresh on Thursday 29th May 18:43
simonbamg said:
There all like that in my experience, they claim to be busy as a reason for not getting back to you,but if you have ever sat in the service dept waiting area for any length of time they really are not, only busy chatting to each other. Also when i took my C63 in for its first service they gave me a bottom of the range a class which had been freshly crashed by the previous driver and told me not to worry about it (Mercedes Dartford), didn't have time to argue about it.
They have told me they have NO brake discs, or pads, available either in the UK or Germany. Pads are at 95% worn so I'm stuck driving like Miss Daisy for the next few days until they call me on Monday to say whether they can get any, or if it'll be a few weeks.Edited by simonbamg on Thursday 29th May 15:56
The guy was appologetic, and told me they'd put me in a car whilst waiting for pads. I told him that to be fair, this was the second time they've not been able to replace them, both times they've had none in stock and significant delays and both times they've put me in cars that are approx 30% the value of mine. That this was not what Porsche did on any of the 3 cars I had with them before.
He's promised to try to get me something "equivalent". If it truly is equivalent and another AMG product, and they get it all sorted in a week, then I'll be happier. If not, then I'll just look at going back to Porsche (or Audi - are they any good to their RS customers?) next time.
It's a pity because the car is fantastic.
Eurocarparts have them in stock, they are the same Pagid discs and pads, they have them at £290 for front and rear discs and pads, and indy will charge you around £100 to fit them.
Mercedes have just quoted £800 for discs and pads on the old mans ML350cdi, so god knows what quote you have had on the ML63?
Mercedes have just quoted £800 for discs and pads on the old mans ML350cdi, so god knows what quote you have had on the ML63?
gizlaroc said:
Eurocarparts have them in stock, they are the same Pagid discs and pads, they have them at £290 for front and rear discs and pads, and indy will charge you around £100 to fit them.
Mercedes have just quoted £800 for discs and pads on the old mans ML350cdi, so god knows what quote you have had on the ML63?
Are Pagid OEM parts? I.e. will they be identical / are they the same as Merc parts? Been quoted £1500 to do pads and discs on all 4 wheels with fitting.Mercedes have just quoted £800 for discs and pads on the old mans ML350cdi, so god knows what quote you have had on the ML63?
Your service sounds shoddy but its like this with all marques really - i.e good and bad experiences. For me, my Mercedes dealer (Guildford) has so far been the best I've received after previously having a M3 and before that RS4 (so Audi, BMW and now Merc). They have so far been excellent and when my car went in for work I got loaned a C63 Saloon (I have a c63 507 coupe).
I think the loaner was influenced by the sales team rather than the service team as my car was fairly new and bought from them, so I feel I was being looked after by my sales guy.
Hope your brakes get sorted quickly.
Dunc
I think the loaner was influenced by the sales team rather than the service team as my car was fairly new and bought from them, so I feel I was being looked after by my sales guy.
Hope your brakes get sorted quickly.
Dunc
kbf1981 said:
Are Pagid OEM parts? I.e. will they be identical / are they the same as Merc parts? Been quoted £1500 to do pads and discs on all 4 wheels with fitting.
I think it is Bosch on pads and ATE on discs for Mercs on AMGs, but I had used Pagid discs on the M3 and they were fine. They have Bosch pads on ECP as well.
Just get them from there and get a local garage to change them.
Are you under warranty?
Worse case is the brakes won't be warrantied, but so what, you could replace them 4 times before you have paid the same as you are paying once from Mercedes.
mickyveloce said:
MB Stockton have always delivered great service; is this a North / South divide thing?
Nope, "mine" is in the NW and is equally useless. OP was lucky not to get a base A Class courtesy car. MB's "MyService" booking scheme is adding £50 per day for courtesy cars now.Interesting the comment about them being quiet - I've noticed that too and there's never any sense that your time might be valuable when they're dealing with you.
There's also absolutely no connection between sales and service. Astonishing missed opportunity.
Bradders901 said:
Your service sounds shoddy but its like this with all marques really - i.e good and bad experiences. For me, my Mercedes dealer (Guildford) has so far been the best I've received after previously having a M3 and before that RS4 (so Audi, BMW and now Merc). They have so far been excellent and when my car went in for work I got loaned a C63 Saloon (I have a c63 507 coupe).
I think the loaner was influenced by the sales team rather than the service team as my car was fairly new and bought from them, so I feel I was being looked after by my sales guy.
Hope your brakes get sorted quickly.
Dunc
Cheers mate. Out of curiosity how does the 507 feel vs standard saloon? Are you going to keep it once the new 4ltr v8 c63 is launched or swap over?I think the loaner was influenced by the sales team rather than the service team as my car was fairly new and bought from them, so I feel I was being looked after by my sales guy.
Hope your brakes get sorted quickly.
Dunc
Bradders901 said:
Your service sounds shoddy but its like this with all marques really - i.e good and bad experiences. For me, my Mercedes dealer (Guildford) has so far been the best I've received after previously having a M3 and before that RS4 (so Audi, BMW and now Merc). They have so far been excellent and when my car went in for work I got loaned a C63 Saloon (I have a c63 507 coupe).
I think the loaner was influenced by the sales team rather than the service team as my car was fairly new and bought from them, so I feel I was being looked after by my sales guy.
Hope your brakes get sorted quickly.
Dunc
+1 for Tony Purslow in Guildford, got my C63 from them, no problems with after sales support whatsoever. Wasn't fortunate enough to get an AMG loaner when mine went in for service, but when returned the car was gleaming, and I could feel the difference from the service.I think the loaner was influenced by the sales team rather than the service team as my car was fairly new and bought from them, so I feel I was being looked after by my sales guy.
Hope your brakes get sorted quickly.
Dunc
I thought there was a difference, did a mini comparison here:
http://www.pistonheads.com/gassing/topic.asp?h=0&a...
Regarding keeping vs the new one, too early to tell - very happy with what I've got but probably would consider new m4' new c63 when available for test drives etc.
Cheers
http://www.pistonheads.com/gassing/topic.asp?h=0&a...
Regarding keeping vs the new one, too early to tell - very happy with what I've got but probably would consider new m4' new c63 when available for test drives etc.
Cheers
Regarding keeping vs the new one, too early to tell - very happy with what I've got but probably would consider new m4' new c63 when available for test drives etc.
Cheers
[/quote]
My problem too I'm afraid, love the car, but can't keep it forever. Also be interested to see how prices pan out with the new C63.
P.S - Is it Terry Byrne that looks after you at the dealership?
Cheers
[/quote]
My problem too I'm afraid, love the car, but can't keep it forever. Also be interested to see how prices pan out with the new C63.
P.S - Is it Terry Byrne that looks after you at the dealership?
Gassing Station | Mercedes | Top of Page | What's New | My Stuff