OT RANT: Awful Experience with Mercedes-Benz Customer Care. Options

[Eric_Shea]

OK… here's my rant. I’ve actually had a few weeks to think about it before I hit the boards with what I think you guys should know.

I’m extremely disappointed in Mercedes-Benz Customer “Care” or lack thereof.

First a little history; Besides my love for vintage Porsches, I’m a Mercedes guy. I bout my first Mercedes 12 years ago at Ken Garff Mercedes in Salt Lake City (one of the absolute worst dealerships you could ever impose upon a car buyer). It was a 300TE 4-Matic. My brother had a 300TD and I fell in love with the car. Since then, I’ve owned an ML320 (still own) an E320 4-Matic Wagon and the current car in question our E500 4-Matic Wagon. I’ve been a mouth piece for Mercedes with all of our wagons and my ML that won’t stop running.

Here’s my story; I bought the last wagon used. It had 48k on the clock when we decided to get a few last minute details buttoned up while still under warranty. I brought the car to Ken Garff Mercedes with complaints of the automated CD door not shutting. They looked at it and replaced the door under warranty. My wife got in the car and drove it away. Never checking the door… it was down, life was good, we rarely use the CD player anyway.

Fast forward about 1.5 months later. We’re in Yellowstone on vacation with the car. We decide to load a CD. Push the button. Door goes up. Won’t come down. Same problem. I think “no problem, they should still fix this even though the car is now 1k over the warranty period”. Upon further inspection, they misdiagnosed “why” the door was not functioning. The problem was the CD player not the door. I still thought nothing of it.

Wrong.

They now wanted me to pay for the CD player as the car was now out of warranty. This is where things started to get weird. Do you like the run-around? I got a plain and clear “run-around” Ken Garff stated unequivocally; “You need to talk to Mercedes-Benz Customer Care. They are the ones denying your claim.” I spoke to Mercedes-Benz Customer Care and they stated unequivocally; “You need to talk to Ken Garff Mercedes. They are the ones denying your claim.” Back to “Ken Garff Mercedes” who states it’s Patrick Tam from Mercedes-Benz USA.

Furthermore (ready for this car guys?); because I change my own oil and do my own routine maintenance on my vehicles (brakes etc.) I was told the claim would not be granted because “I do not have a good service history with the dealership”. Keep that in mind… big brother is watching your VIN.

After 4 days of holding our car hostage they come back to us acting like the “Good Guys” and say. We’ll pay for ½ of the CD player and your bill will be $440.00. More calls to Mercedes-Benz Customer Care. I couldn’t believe my ears. To me this was cut and dry. The car was brought into a Mercedes-Benz dealership while under warranty complaining of the problem. I have the receipts. They know this to be true. It was not fixed properly and they “both” are unwilling to stand behind the problem and simply admit error and fix the problem.

Ready for more? I told them to fix the door and I declined to pay for the CD player. They then proceeded to erase all of my previous backordered items that were to be covered under warranty and told me this fine trick “It’s all or nothing. You either take the CD at ½ off and we’ll repair the door for free or it’s full price for everything.” (you know why right; because it's not the CD door and they know it... this is why they won't fix the door again.)

At that point I had the moron service writer print me an estimate to have the car repaired. The new total is now $1,200.00. I have taken all invoices and notes to my attorney. I even have a phone message from Mercedes declining the coverage.

Why litigation? I don’t know… I’ve never sued anyone in my life but this is clear cut wrong. A claim was made under warranty and not fixed properly. I was told by both the dealership and Mercedes-Benz Customer Care that because I am not a regular customer at Ken Garff Mercedes my claim was being declined.

Shame on Mercedes-Benz Customer Care. I would say shame on Ken Garff Mercedes but they are beyond moral reprehension. They are simply the worst automobile dealership I’ve “ever” had experience with.

I do not recommend anyone purchase a new Mercedes-Benz automobile. (IMG:style_emoticons/default/mad.gif)

Now back to your regularly schedule chatting...

[rfuerst911sc]

Sorry for the runaround they are giving you I feel your pain. My story: back in 1980 I purchased a 1980 Jeep CJ5 brand new from the dealer. Up to that point I had owned various brands of used vehicles and all with good luck. Then I bought this new beauty. Within 100 miles the vehicle would lay down and die once it reached normal engine temp. I had the beast towed to the dealer 5-6 times within about a 3 week span. Now keep in mind when cold she fired right up and ran great. So on this last visit I get with the service manager and tell him when is this going to get fixed as this is getting old ! He starts giving me attitude and I end up telling him to F off ! I work my way up to the owner and even he tells me they can't find what's wrong so they have done what they could !!!??? So I'm standing in the showroom wondering how to get my point across that I want this fuckin Jeep fixed. I was pissed. So I came up with an idea. I calmly found a chair and sat there for about 30 minutes. All the workers were looking at me like I was nuts and you could tell they were talking amongst themselves wondering what I was doing as they all heard my tirade. I then calmly got up and asked the manager have my Jeep pushed out of the service bay and into the parking lot. About 10 minutes later they push it out. I ask for my keys and they give them to me. I then calmly ask all the customers that were in the showroom to please move to one side as I'm going to start up my cold Jeep and I'm driving this fucker right thru the showroom window ! The look in my eye must have been convincing as they all rushed OUT of the dealership. Now I think every employee and the owner are watching me. I go out to the Jeep, slowly climb in and start her up. I put the transfer case in low range and slowly " line up " the Jeep. I set the parking break and now the crowd is outside the dealership. I open the drivers door and yell out to the owner, this is your last chance. He smiles and nods his head no. I get back in the Jeep, fasten my seat belt and put it in first gear. For any of you off roaders you know a Jeep in low range in 1st gear is pretty strong but slow as mud. I gunned the engine and dropped the clutch. As I hurdle closer to the window the owner cracks and runs towards me waving his arms and screaming to stop. I continue on and within about 10 feet of the window I slam on the brakes. I set the parking brake and calmly get out. I walk over to the owner and everyone is looking at me like I have flipped my lid. I ask the owner " you going to fix it ?". He asked the service manager to pull the Jeep in and said in front of everyone if we can't fix this within 24 hours I'm refunding your money. They called me the next day and said the replaced the distributor, it turned out the ignition module was bad and acted up once hot. Sorry for the long story but sometimes you have to kick some ass to get these clowns to move. Good luck.