Mercedes customer service through the booking line is absolutely appalling. As a Mercedes customer, I pay a stupid amount each month to be covered under the servicing plan/contract. This includes my service and MOT and if I’m without my car I have the option of a loan car for the day which is perfect for my job. I booked my MOT in August however it wasn’t due until December so I wanted to make sure I had a head start and had the option of a loan car. After dropping my car off and collecting the loan car for the day, I was contacted in the late afternoon and was informed that my MOT couldn’t be done because the ramps in the garage had collapsed and needed repairing which could take a week- no issue with this as it couldn’t have been foreseen and it’s one of them things, I booked early enough so had the time to be booked in again- or so I thought. I was told to contact the booking line to book in for my MOT at Mercedes Liverpool. I spoke to a young lady whose attitude was appalling. She questioned me as to why I had a loan car for the day (none of her business) and proceeded to tell me that I shouldn’t have been given one, when I explained this is what is written in the contract she still explained that I shouldn’t have a loan car. She told me she couldn’t do anything for me and couldn’t offer me a new booking and in her own words “I can’t advise you”. Considering her job was an advisor, that was pretty shocking! She didn’t care to assist me with booking my MOT and told me to ring around myself and contact the Mercedes Cheshire oaks branch as she couldn’t advise me. I explained that my MOT expired on the 20th December and would need it doing soon. She said she could book me in on the 28th of December? I was slightly confused and asked her if she was expecting me to drive my vehicle without an MOT therefore making my insurance invalid and therefore committing a road traffic offence, her response again.. I can’t advise you. Her overall attitude was disgusting, no concern over helping me as a paying customer and told me to ring around myself which I have done and got an appointment. If I could withdraw from my Mercedes service contact then I would tomorrow if it meant that I didn’t have to deal with their customer service booking team who I found to be unequipped, unhelpful and won’t advise you of anything. I am disgusted in my experience considering this is supposed to be a well respected brand and a high value car company. I won’t be recommending to anyone in the future either. I tried to speak with manager’s at the customer booking department and 4pm and was told they had all gone home even though they are open until 6:30? Although the ramps breaking is no one’s fault, surely as a company you would want to accommodate those customers a little more? Appalled and disappointed.
Claim your business profile now and gain access to all features and respond to customer reviews.
