I am a motorability scheme customer and sadly I feel this has been a huge disadvantage due to the appalling customer service I have now received on two different occasions. Firstly the back window wiper needed replacing as it scratched the back window despite the car only being serviced a few months before this proves they didn't bother to change the wipers as they should of at the time of service. This meant I had to then replace the entire rear window with auto glass when really Mercedes should of as they never replaced the wipers as they should at time of service. When they replaced the rear wiper I asked if they could also check the tyres whlist it is there. They said they would. I waited there 2.5 hours just for the rear wiper to be changed and tyre check which doesn't take 2.5 hours. I had to ask them how much longer it would be as I have to collect my disabled twin son's from school. Finally the lady came up and said wiper is changed but the tyres most likey the one will need a new one but their technician is now gone on lunch I said but I've been waiting all this time I assumed it had all been done. She said I could go to kwik fit or go back another day as most likely they won't have my tyre in stock.I can just show up no need to book a appointment. I found out none of my tyres required changing none had a slow puncture when I took it to kwik fit, so they just said that to get out of checking them so 2.5 hours wait to change a rear window wiper! To make matters worse. When they changed the rear wiper they didn't check or change the front one's which I find pathetic when a driver uses the front wipers more than the rear wiper. So I telephoned to book a appointment. I was informed for wipers you don't need a appointment just turn up anytime Monday to Friday. I did this yesterday and I waited 1.5 hour only to then be informed by a very inexperienced customer advisor who didn't speak clear English that they are very understaffed and busy today could I go back tomorrow? Which I couldn't. He then said they would call me to book a appointment to take it. The funny thing is he didn't take my contact details so how are they going to do that? It is the worst customer service I've ever received for a motorability car. I've had cars from Honda, Nissan and Mazda and all their customer car service has been fantastic. What gets me is they have so many inexperienced young staff just standing around chatting to one another or doing nothing. I will never ever have another Mercedes car this is my first and last down to the dismal service I have received. They don't behave that way when you go to get a car from them and pay the advanced payment!
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