Big problems with dealer
Discussion
Hi All,
A friend is having a lot of problems with their local dealer. Car has been in 3 times and fault is still there. Whenever you call the dealer nobody is available and if you leave a message you never get a call back. Called Mercedes UK customer services and explained it all to them. Needless to say had a call from the dealer not long after. They said that they would arrange to collect the car and leave a courtesy car. This was in the morning and they called back at 17:50 to say that they have a car now to leave but he would have to drop his car off as it is late. He reminded them that the car doesn't start, key-less go doesn't work, so they have to collect it. They then said they would call back first thing in the morning to arrange a suitable time. Needless to say they haven't called and having left loads of messages nobody has called back. He called Mercedes UK again and updated them and asked how to proceed and was told just to wait for someone from the dealer to call back. Helpful advice that.
Anyway I was just wondering if anyone knows someone at Mercedes UK that might be able to have a word with the dealer to get the problem sorted. As per naming and shaming on PH I will just say that it is a south coast dealer.
A friend is having a lot of problems with their local dealer. Car has been in 3 times and fault is still there. Whenever you call the dealer nobody is available and if you leave a message you never get a call back. Called Mercedes UK customer services and explained it all to them. Needless to say had a call from the dealer not long after. They said that they would arrange to collect the car and leave a courtesy car. This was in the morning and they called back at 17:50 to say that they have a car now to leave but he would have to drop his car off as it is late. He reminded them that the car doesn't start, key-less go doesn't work, so they have to collect it. They then said they would call back first thing in the morning to arrange a suitable time. Needless to say they haven't called and having left loads of messages nobody has called back. He called Mercedes UK again and updated them and asked how to proceed and was told just to wait for someone from the dealer to call back. Helpful advice that.
Anyway I was just wondering if anyone knows someone at Mercedes UK that might be able to have a word with the dealer to get the problem sorted. As per naming and shaming on PH I will just say that it is a south coast dealer.
Join the club! When I complained to Merc UK they just directed my comments back to the useless dealer, however post up the question or search on the specific Merc forums as I've heard that if you contact MB in Germany stating that MB UK aren't helping then they can step in and get things moving.
ETA click on the link below, it has details of MB Europes's customer service headquarters in the Netherlands (not Germany as I thought), there's a phone number at the bottom which covers a whole list of European countries, including the UK.
http://www.automobilesreview.com/auto-news/mercede...
ETA click on the link below, it has details of MB Europes's customer service headquarters in the Netherlands (not Germany as I thought), there's a phone number at the bottom which covers a whole list of European countries, including the UK.
http://www.automobilesreview.com/auto-news/mercede...
Edited by anonymous-user on Tuesday 30th November 18:08
The Link for the Customer Assistance Centre (CAC) is the same as calling MB UK, when ever a customer complains about a Dealership, either by calling MB Uk or the CAC, this is called a CRP, in every occasion they will take you details of complaint and send it straight back to the dealer your complaining about, ( as they have a period of time to resolve the issue).
Name & shame all the way, it's the only way dealers learn.
Name & shame all the way, it's the only way dealers learn.
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