Reasons why you don’t go to a main dealer for a service

Reasons why you don’t go to a main dealer for a service

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Discussion

cheddar

4,637 posts

173 months

Monday 17th February 2020
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Main Dealer Servicing:

Cracked bell housing.
Massively overfilled sump.
Bodywork scratched.
The lies.
Wheels scuffed.
Unnecessary fitting of new wiper blades.
Oil filler cap left off.
No service carried out at all.
The lies.
Oil stains on upholstery.
100 miles added to odometer.
Car seen being ragged around.
Car taken home overnight.
The lies.
The 20 minute service charged out as a 2 hour multi point check.
The £300 oil and filter change.
The lies.

My indie:

Knowledgeable.
Flexible.
Honest.
Friendly.
Happy for me to supply specific oil and filter.
Free courtesy car.
£30 oil change.
Calls as soon as work done.
Or drops my car off down my driveway.
I deal directly with the technician.
Does not rag my car around.
£35 per hour labour rate.
Fixes my mower.
Fixes anything.
Appreciates the box of beers at Christmas.

Uhu

18 posts

140 months

Monday 17th February 2020
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lowdrag said:
Then consider that the Mercedes labour rate is €120 per hour and an indie around €60.
120€/hr? That's cheap. But Mercedes actually bills ~200€/hr nowadays. Same with BMW and I expect Porsche to want more.

Uhu

18 posts

140 months

Monday 17th February 2020
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VW
  • Defective passenger seat airbag sensor - replaced but ruined the upholstery (R Line). When asked, they just shrugged. My problem now.
  • Could never figure out why my TDI (Mk5, 180PS) had such a huge turbo lag (especially with the AC on). Sold the car in the end.

BMW
  • Scuffed leather on the driver's seat. After the "free car wash", the service attendant parked the car while caring a huge bundle of keys in the back pocket. The car was less than 4 months old.
  • Deep scratch in the aluminum fascia, middle console. Replaced, but now scuffed leather (arm rest). Replaced, but forgot to reconnect the wires. As a result, had to find a garage for the car, over the weekend. Couldn't put the top back up again.
  • Brought my own engine oil (0W-40 Longlife 01, compared to the offered 5W-30 Longlife 04). Accepted only after I've signed a photocopy of the 5 liter oil recipient (Because "Longlife 04 is better, newer and Longlife 01 oils are older and no longer allowed"). He is supposed to be the "M" specialist at that dealer (according to their magazine)
  • Same guy and colleagues refused to investigate a very weird acceleration behavior. The car was very "twitchy" when accelerating from a complete stop, making normal getaways almost impossible. Finally, after 4 years, someone listened, took the gearbox down and found a defective flywheel. Luckily, I have paid for the extended warranty, as BMW did not want to copay anything, despite the service history and my complaints since the car was new.
  • Had to insist to have my car checked on a stand/OBD, due to irregular engine running. They did a test drive before and concluded that nothing was wrong. Indeed. After OBD testing, 4 out of 6 ignition coils had to be replaced (cracks, intermittent contact)
  • After having the 4 years service at 55000 km, went for the 6 years one (just oil/filter change actually) and they insisted on changing the spark plugs again, too. So, new spark plugs, needed replacing after just 2 years and less than 10000 km later. Or no warranty anymore.
  • As a battery cable broke down, they charged the full cost, despite BMW having a recall for the exact same piece of equipment.
  • As they were preparing my next new car for delivery (over 120k€ list price), instead of jump starting (long story) the car using the "ground", they used another bolt, that looked almost identical to the real ground, but which actually was a ground for the engine electronics. As a result, after delivery, my car started informing me to start my engine due to low battery (while doing 100 mph on the highway) or simply running out of power.
My "new" car then spent almost 4 months in total, in three different dealerships, getting 4 new batteries (Lithium Ion!), 3 new alternators, etc. In the end, while at 40 mph, the car just stops, on the spot with zero electrical power available and blocked engine/differential. They've managed to repair it, because during the following jump start, that cable started to overheat and burn so it was easier to see what went wrong.

  • Tire change (PSS to Cup2). Nice dent into one of the forged wheels. Just freshly "ceramic" coated. Happy days. Repaired/repainted, but not feeling good about it.

Fiat
  • Engine is stuttering after a cold start (Twin Air). Despite having a valid new car warranty, I was charged for the diagnosis and they added (it was billed as such) 1 liter of oil. In an engine that has ~ 3 liters oil capacity. The car had the first 1 year inspection 2 months/1200 miles ago (they forgot anyway to reset the counter, so I was warned after each start to have the car serviced, despite having it already done), with no oil consumption being found.
  • Had a small dent, was promised some kind of smart repair. When I came back to collect my car, the bill mentioned newly painted whole left side ("paint was hard to match") by an external contractor. So, not 80€ as quoted but 250€ plus VAT.
  • Did not want to bring my own oil for the oil change (Selenia is anyway expensive, even when bought from ebay/etc and the saving was only 10/20€). Fiat dealership, with new cars sales department and extra Fiat Service garage/workshop. Came back to find out they filled up the car with Total oil that is not certified, but "meets" the requirements. According to their print out, as online, Total has no mentioning of the 9.55535 GS1 requirements for this oil. Great. And was charged over 90€ for the 3 liter (less than 12€ on ebay). Oh, I also want to mention the 50€ for 2 spark plugs. I don't want to run them out of business by providing the required parts (acquired somewhere else for a lot less) but the billed prices are too much for a Fiat garage.

Skoda
  • Fabia, with fixed maintenance intervals. They offer me a more expensive package and a switch to a variable one (and up to 2 years instead of 1, fixed interval). Imagine my surprise when exactly after 1 year, the car started warning me to take it for maintenance/oil change. Their answer: "oh yeah, it was not possible...but we went with the long life, more expensive, maintenance anyway, without asking you again". Thank you.

BMW had to repair my cars so often, that because their courtesy cars were offered through Sixt and I had so many of them, I ended up as Sixt Platinum card holder.

Every time I get a car to the dealership for repairs or maintenance is like buying a lottery ticket. Sadly, there aren't many "specialist" garages over here like you have in UK. I would gladly pay more, just to get better service...but no chance. The BMW dealers are owned by BMW!, the Fiat by a chain that also owns Mercedes dealerships (sometimes they are mixed with Fiat/Alfa Romeo ones), etc.

rosetank

634 posts

49 months

Monday 17th February 2020
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My worst had to be an Audi/VW dealer.

Company diesel, losing water. First it was a hose. Next day lost more water so booked back in. Next the pressure cap, ok. Again not cured.

Between each episode there was a days worth of grief, re-organising meetings etc.

This time they were told to fix it. Head gasket was diagnosed, think it took a week. ‘Has it been road tested’ ‘yes Sir, the head of service himself’. Fine.

Leaving for work the next day the windows refused to clear. Then smelt coolant before a small popping noise and steam from the vents!

Heater matrix had split.

We fought them for all the costs, got most back after involving HQ. A bigger bunch of useless soda I’ve never met, and not one actual apology, just loads of excuses and reasons why they weren’t at fault! Put me off the brand and dealers for life.


Baldchap

7,507 posts

91 months

Monday 17th February 2020
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Years ago an indy 'test drove' a co-worker's very modified Monaro before dash cams and trackers we're mainstream, however he had video and tracking data. 130-odd from memory on a 'road test'. It got posted to YouTube at the time.

It's not just main dealers that employ idiots.


watchnut

1,161 posts

128 months

Monday 17th February 2020
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I use main dealer for my 1999 V70 as they give me free euro wide breakdown cover (AA/RAC will not touch it)

Main dealer broke (same one) broke off side headlight....took a bit of finger wagging from me before they agreed to replace it

Car broke down out side house fuel pump expired....Volvo break down cover used...they flat bedded it to main dealer.... in mean time I asked around for prices from local/indies....far cheaper....told Volvo they "matched" my cheapest price....gave wife a car for time it was being repaired for...took them nearly 3 weeks (parts supply problem for older cars)....so she put about 1300 miles on a very new V40 she was happy

a main dealer had my MX5 for service and MOT....and decided to have it done in Winchester instead of Eastleigh but didn't think to tell me .... i wondered at why a 1/4 of tank of fuel down and the miles on it......will not be using them again...god knows what ragging mechanic did on it If i wanted the car MOTing 20 miles away I would have taken it there

My local "BMW/MINI" specialist is only a couple of quid cheaper than main dealer so whats the point in using them?

If you can find a decent local garage to do the work to standard you want use them, but if you want a main dealer service book nicely stamped up use them....my 243k V70 has had a service every 10k....stamped up....but not worth anymore than one without a history .... maybe if you awap your car at 3 years it's worth it, but at three years now many cars may only have had one service

all cars need clean oil and new filters.... it's the electricals which are the problems....and the mechanics...no sorry technicians....who don't know old school problem solving that are the issue...regardless of where we go cars are over engineered with too many things in them we don't need more to go wrong... and a culture of throw away rather than make and mend at a cost effective price

we don't need shiney suited front desks we want to speak to the mechanic who worked on the car, good customer service, admit they don't know what is wrong and lies..... got told the biting point on my Mini was very high...I said yes it is...been like that for about 60k....now 40 k later (163k) still fine, pulls away in second ok smile ....Mini clutches are bloody expensive so will shop around rather than main dealer when it does go

bolidemichael

13,721 posts

200 months

Monday 17th February 2020
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Christ, this thread is becoming tedious. Mumsnet should have a dealer gripes section.

swisstoni

16,850 posts

278 months

Monday 17th February 2020
quotequote all
bolidemichael said:
Christ, this thread is becoming tedious. Mumsnet should have a dealer gripes section.
Well the thread title is REASONS WHY YOU DON’T GO TO A MAIN DEALER FOR A SERVICE.

So that’s sort of what it’s about.

bolidemichael

13,721 posts

200 months

Monday 17th February 2020
quotequote all
swisstoni said:
bolidemichael said:
Christ, this thread is becoming tedious. Mumsnet should have a dealer gripes section.
Well the thread title is REASONS WHY YOU DON’T GO TO A MAIN DEALER FOR A SERVICE.

So that’s sort of what it’s about.
There are a series of questions to address, from the OP. They should and have led to a far more varied and interesting discussion rather the recent.

xjay1337

15,966 posts

117 months

Monday 17th February 2020
quotequote all
lyonspride said:
For me the ONLY reason I avoid dealerships, is that I know the technicians don't have enough allocated time to complete jobs to a high standard, so they cut corners quite a lot, sometimes to the point where your car won't actually get a service, just a stamp in the service book.

Office bods trying to dictate to technical people on how to do their job, and giving them "targets", simply NEVER works. It only takes one seized bolt on a brake caliper and that could be 2hours down the drain, OR the customer having to fork out for a new caliper because the technician took the fast route and cut it off with an angle grinder.

Edited by lyonspride on Monday 17th February 12:40
I know several people who work in main dealers and that is not the case.

I've mentioned my positive main dealer work under warranty.

They specifically refused to cut corners even when I asked them to (they wanted to drop the headliner to remove the shark fine but the diy method is cut the sealant with a fine blade on the roof).

You will get some good and some bad main dealers as you will with independent garages.

Infact I have read and heard of a lot more nightmares with independent garages.
Main dealers are generally held to account by some pretty serious management and also the manufacturer.
Not always done right. But you get my point.

page3

4,912 posts

250 months

Wednesday 19th February 2020
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As a new Mercedes owner, my opinion of Mercedes main dealers couldn't get much lower.

1. 9 month old a-class. Windscreen washers clogged. Dealer refused warranty repair as I "couldn't prove I hadn't used incorrect screen wash". I hadn't used any. They wouldn't budge. MB customer services told me to ps off to the ombudsman.

2. First service (last week). Different dealer. Broke down 4 miles from collecting from dealer with smoke pouring out from under bonnet. Breakdown service took 2 days to get car back to dealer, who racked up 70 miles testing it and said they couldn't find a problem, other than evidence of oil on heat-shield and manifold. They probably spilt loads while doing the oil change, but wouldn't admit that. All I was after was a "sorry".

lowdrag

12,869 posts

212 months

Wednesday 19th February 2020
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I am on my third Mercedes in 25 years. After the first warranty service (I never buy new) even if there is a little warranty left I never ever go near the dealership. I can't say they are rubbish since all I have ever had done is an - expensive - oil change. My indie has over the years looked after the cars very well, but since he has now retired I have found another. Time will tell, but anything I need doing can easily be catered for by my local garage.

page3

4,912 posts

250 months

Wednesday 19th February 2020
quotequote all
lowdrag said:
I am on my third Mercedes in 25 years. After the first warranty service (I never buy new) even if there is a little warranty left I never ever go near the dealership. I can't say they are rubbish since all I have ever had done is an - expensive - oil change. My indie has over the years looked after the cars very well, but since he has now retired I have found another. Time will tell, but anything I need doing can easily be catered for by my local garage.
Believe me I would if I could, my local garage is excellent. First Mercedes lease and on checking the small-print it requires main-dealer services.

An oil-change on a 12 month old car shouldn't be that difficult!

jamoor

14,506 posts

214 months

Wednesday 19th February 2020
quotequote all
The dealership business model is the Gillette razor blade method of doing business.

The Manufacturer sells the end user a car (the handle)
The dealership takes recurring revenue (the blade)

The cars only have a finite lifespan so there is a recurring revenue stream for the handle maker (the manufacturer) as new handles are needed every 10-15 years.

Sheepshanks

32,531 posts

118 months

Wednesday 19th February 2020
quotequote all
page3 said:
MB customer services told me to ps off to the ombudsman.
I've had that from Honda UK - here's our answer, case is closed. If you don't like it, complain to the ombusdsman. Apparently on Hondas you're supposed to jet wash rear brake calipers regularly otherwise they stick and destroy the pads and discs.

I read the motor vehicle ombudsman is handling over 40,000 cases per year. Mercedes have form for ignoring them anyway, although your issues are really with the dealer.

catso

14,771 posts

266 months

Wednesday 19th February 2020
quotequote all
jamoor said:
The dealership business model is the Gillette razor blade method of doing business.

The Manufacturer sells the end user a car (the handle)
The dealership takes recurring revenue (the blade)

The cars only have a finite lifespan so there is a recurring revenue stream for the handle maker (the manufacturer) as new handles are needed every 10-15 years.
I've got a Gillette razor (handle) that I bought 35+ years ago still in use and good as new.

As for main dealer servicing, I took my S4 to the dealer whilst in warranty but now go to an independent, mainly because the dealer only picked up a leaky gearbox once it was out of warranty but didn't mention it a few months earlier whilst still under warranty and with them for service.

They then wanted £120 just to diagnose the problem (leaky gasket/seal). At the next service an indy fixed it for just a few quid more than the Audi diagnostic plus saved me around £300 on the service.

Also the same main dealer took 3 months to repair a faulty camchain tensioner on my previous car, their solution to the fault appeared to be to keep throwing parts at it until they got lucky - fortunately it was warranty work and I had a courtesy car for the whole time...

jamoor

14,506 posts

214 months

Wednesday 19th February 2020
quotequote all
catso said:
jamoor said:
The dealership business model is the Gillette razor blade method of doing business.

The Manufacturer sells the end user a car (the handle)
The dealership takes recurring revenue (the blade)

The cars only have a finite lifespan so there is a recurring revenue stream for the handle maker (the manufacturer) as new handles are needed every 10-15 years.
I've got a Gillette razor (handle) that I bought 35+ years ago still in use and good as new.

As for main dealer servicing, I took my S4 to the dealer whilst in warranty but now go to an independent, mainly because the dealer only picked up a leaky gearbox once it was out of warranty but didn't mention it a few months earlier whilst still under warranty and with them for service.

They then wanted £120 just to diagnose the problem (leaky gasket/seal). At the next service an indy fixed it for just a few quid more than the Audi diagnostic plus saved me around £300 on the service.

Also the same main dealer took 3 months to repair a faulty camchain tensioner on my previous car, their solution to the fault appeared to be to keep throwing parts at it until they got lucky - fortunately it was warranty work and I had a courtesy car for the whole time...
So it's worse than the razor blade model as the handles have a finite lifespan

For the dealership they will make next to no money on the car sale, they may make a bit on the finance you may take but the profit on the actual car will be minimal.

lowdrag

12,869 posts

212 months

Wednesday 19th February 2020
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Same a printers. They virtually give you the printer and then rip you off for the cartridges. I just checked on Amazon for a yellow cartridge. £30 for the yellow, or £14 for the five copies. The printer is eight years old. Which would you take!

Adam B

27,142 posts

253 months

Wednesday 19th February 2020
quotequote all
catso said:
Also the same main dealer took 3 months to repair a faulty camchain tensioner on my previous car, their solution to the fault appeared to be to keep throwing parts at it until they got lucky - fortunately it was warranty work and I had a courtesy car for the whole time...
Presumably the dealer bills the manufacturer for warranty work so there is a dis-incentive for them to fix problems quickly and cheaply?

Pica-Pica

13,621 posts

83 months

Wednesday 19th February 2020
quotequote all
lowdrag said:
Same a printers. They virtually give you the printer and then rip you off for the cartridges. I just checked on Amazon for a yellow cartridge. £30 for the yellow, or £14 for the five copies. The printer is eight years old. Which would you take!
A new cheap printer (£40 including cartridges). Most people do not/should not print out much. Newer printers are wireless as well.