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...

[underthetire]

I know at least at my brothers old dealership, if they repaired/fixed something it was automatically cover for 12/12.??

[montoya 73 2.0]

Oh Damn! (IMG:style_emoticons/default/chair.gif) (IMG:style_emoticons/default/headbang.gif) I like Mercedes also!

I thought Chrysler was bad when "they" wanted to buy back (lemon, their idea not mine. I just wanted the damn thing fixed.) my 05' Durango. Then gave me a similar run around regarding "if they should" charge me .25 cent per mile usage fee? Hello, I was at about 10,000 miles when the problem started. They would hook the car up to the computer and it always said O2 sensors were bad and my intake gaskets were bad. They diagnosed that it could not be fixed at around 15,000 miles "but" I could still drive it while the paperwork was being drawn up for a buy back. 2 years later and at 26,000 miles they wanted to charge me .25 cents a mile? Well, it was eventually solved with I owe them nothing and they owe me nothing and they bought the car back! I would never buy a Dodge again in my lifetime! Well, if it were the new challenger maybe? (IMG:style_emoticons/default/idea.gif)

[ghuff]

I had a VW dealer flag my vin saying that because I put aftermarket shocks, brakes and lines on my car, my powertrain warrnaty was void.

I went back to that dealer, fought them tooth and nail brought up magnusson moss, and they unflagged my vin.

I found out because I brought it to a second dealer who said oh your warranty is void and your vin has been flagged.

Yep they do it.

I buy used cars I can fix myself now. No thanks, will not put myself at the whim of some dealer/manu.

[underthetire]

My Chrysler has been flawless, but it's a Grand Cherokee. I don't care what make it is, sometimes there are bad cars, and sometimes bad dealerships.

[aircooledtechguy]

And my relative think I'm weird because I have never bought a new car and most of mine are from the 60s and 70s. . . (IMG:style_emoticons/default/rolleyes.gif)

You're not alone in your frustration with new car dealers and customer "Care". Service ain't what it used to be that's for sure.

[GeorgeRud]

When Mercedes bought Chrysler, they didn't do themselves any favors.

Wonder why Lexus has been so successful?

[montoya 73 2.0]

My Chrysler has been flawless, but it's a Grand Cherokee. I don't care what make it is, sometimes there are bad cars, and sometimes bad dealerships.

My Jeep Commander has been good so far, I will say that! Your right though, The Durango was probably made on a friday just before a three day weekend!

[Cap'n Krusty]

I had the brake light switch replaced in one of the Jettas because it was a recall, it was free, and it's a PITA to do. Because I know the parts guys and the service manager, and I spend a lot of money there for my shop, it was in and out, clean,and trouble free. THEN I get a letter from them saying if I give them a 5 star rating on the VW corporate survey, they'll give me 10% off on my next visit...... BUYING a good service rating!? Good thing the survey people never called me .....................

The Cap'n

[rhodyguy]

yikes eric! bs like you're experiencing takes the joy out of owning a car.

my chrysler experience. a large "group" type owner has his fingers in lots-o-pies in tacoma. from chrysler (was 2 ownerships, one was closed down) to audi, porsche, vw, dodge, hundai(sp?), etc. the shop that was closed down had the absolute worst service department. "my" service rep argued with me constantly, to the point where i went to the dealership manager's office and ranted for about 30 minutes. the rep gave me the you're an ass look on the way into the office and the prick wouldn't look at me after he walked out red faced.

fast forward to the dealership i go to for service now (same group owner). the chrome was lifting off of the 17" oem wheels. not a bunch but it was only going to get worse. brought the issue to the attention of my new "rep". he got his boss, we looked at the wheels, "we'll order 4 new ones and give you a call". 2 days later thay called, asked what time would be convenient for me to come in, and that was that. 0 charge for any of it plus they washed and vacumed the car while i drank free lattes. not too bad. the powertrain warrenty lasts as long as i own the car and have required services perfomed, and the big C stays in biz.

k

[ConeDodger]

So we can paraphrase this all down for you to 'you're not a customer, so we don't care'.

I feel your pain Eric... I bought a Mercedes for my wife a few years back. It was one of those Certified Used cars. In the first month it leaked 7 quarts of oil, none of it onto the ground so it was not apparent. The only indication was a low oil dash light. I brought it in and they said it had a bad gasket and apparently all of that oil was accumulated under the intake. The bill shouldn't be mine I am thinking since I just bought it and it has a 100k warranty. Oh no, they want $1700.00.

When all was said and done, they got the car back, I got my down money back and they paid my attorney.

Otherwise gorgeous car though...

[underthetire]

My Chrysler has been flawless, but it's a Grand Cherokee. I don't care what make it is, sometimes there are bad cars, and sometimes bad dealerships.

My Jeep Commander has been good so far, I will say that! Your right though, The Durango was probably made on a friday just before a three day weekend!

I'm glad to hear that. My GC has 228K on it and was looking at those for my next car. My dad has an 07 GC and it's never been in for anything either, and the old 87 cherokee ran for ever.

[TROJANMAN]

I would think that your local consumer news reporter may be as helpful as your attorney......

[flipb]

When we were first married, we bought a used 1999 "New Jetta" (the body style came out mid-year) with fairly high mileage.

We had varyingly challenging moments with several dealerships - one couldn't schedule us when the window regulator broke, so they sent out a service consultant with a roll of duct tape to tape both sides of the window, wrapped over the outside top of the door frame.

The final straw was when they refused to replace our faulty brake light switch, for which there had been a recall. Both the dealership and VW central told us that our VIN wasn't included in the recall... so despite the fact that it was exactly the failure described in the recall, and our car was the same year as those under recall, we would have to pay the $160 repair bill.

My final conversation with VW central was "I'm sorry to hear that [you still won't cover it], and this is going to be my last Volkswagen."

And until I bought the 914 in September, I kept to that pledge...
(IMG:style_emoticons/default/huh.gif)

[sixnotfour]

Sounds like the same responce I get from chrysler on my wife's magnum all wheel drive ,
Compliant: the parking brake wont hold the cars own weight,
The reply "they are all that way."
huh ? (IMG:style_emoticons/default/chair.gif)

[Elliot Cannon]

Mercedes is the most over-rated car in the world. I have had three and many problems with all of them. When I asked someone about the problems they have been having, I was told, "since 1990 they started to build so many different models that quality control went right down the toilet". I may buy another one some day but it will probably be older than 1990.

[drive-ability]

I worked as a Tune up and Drive-ability specialist for 20 years, one thing you learn the dealer pays for nothing.

One late Friday a service adviser drives a newer truck in my stall, he says the engine seems to be missing can you look at it ?
Simple, a cracked spark plug.

Turns out it just had a new transmission installed for $2600 bucks and was doing the same thing as before "bucking & jerking". So we give him free of charge the spark plug and charge him for the transmission. This type of thing happen time after time. The customer always gets hammered. (IMG:style_emoticons/default/smash.gif)

[0396]

"this is going to be my last Volkswagen."

And until I bought the 914 in September, I kept to that pledge...
(IMG:style_emoticons/default/huh.gif)

mmm - sorry to hear of your problems... a few years ago I had an issue with PORSCHE ..... with my PCCB Brakes... they refused to replace my Gen 1 with Gen 11 ... when the Porsche Truck came out... I love it. Then I REMEMBER how they treated me - even in Atlanta their corporate... I WALKED OVER to Audi and paid for an S/4 Avant... in stead of buying the new Porsche TRUCK...... I will never purchase a new Porsche again. Ya I LET my pocket book do the talking like you.
The new Porsche ( maybe VW will change them ) only looks to their bottom line$$

[dw914er]

Sounds like the same responce I get from chrysler on my wife's magnum all wheel drive ,
Compliant: the parking brake wont hold the cars own weight,
The reply "they are all that way."
huh ? (IMG:style_emoticons/default/chair.gif)

our wrangler is the same way lol


don't they have a warranty on the radio? I know Acura will cover repairs they do for a year, so radio stops working, thye should fix it. They miss diagnosed it, still should be their problem.

But dealerships suck. My dealership rotates tires as part of the service... they happened to overtighten the lugnuts, now I can't get my wheels off on my rsx. Im going to have to go to a tire shop to have them retorque em (since i can't loosen it at all) before I get new wheels saturday (IMG:style_emoticons/default/headbang.gif)

Hope the radio thing works out though

[Ian Stott]

Where I live there are 2 MB dealerships, one is an hour and a half away in St. John, New Brunswick and the other is three hours away in Halifax, Nova Scotia, the one in Halifax is excellant and the closer one in St. John will never ever see my car as I talked to them on the phone a couple of times and was left with a bad taste in my mouth. I am used to talking to dealerships, as I managed a fleet of over 1500 vehicles while in the Air Force and have been a service advisor for a privately owned shop; it boils down to who is running a place or the owner, some places are great and others suck, find a good shop and stay with them, find a bad one ,tell your friends!!


Ian Stott
Moncton
Canada