I am a discerning, time-poor customer who has owned a selection of Mercedes Benz/ AMGs over the years. I bought a Mercedes Benz, because i love the cars and identify with the 'Das Beste oder nichts' mindset. I took my Mercedes GLC in for a service in October 2020. The car was in for a 'B' service. oil change and brake fluid change, which I thought should cost £200-400 given the simplicity of the steps, however the charge from a Lookers/ MB dealership is £560. I paid, as I wanted to get the log book stamped and wanted a zero hassle experience. The car was serviced while I waited (£560 for 1.5 hours work?), and as I drove home i noticed that there was a horrible vibration at idle and when slowing from 2mph to 0mph. I came back to the dealership and was told that it was because my tyres were old, in a patronising, condescending manner straight out of the 1950s. Whatever they could say to get rid of me. I took the car away, irritated and had all 4 tyres replaced for £1000 that weekend. No surprise of course it was not the tyres, as the issue occurs at 0-2mph, and continued to occur. So they had the car again for another week. They agree that there is an issue. They have had the car a further 2 more times, the most recent being a 3 week period before Christmas, where they put 50 miles on it but failed to make any progress at all. it is now the New Year, a full 2.5 months after my service. The issue is terrible, it makes the car unpleasant to drive. The vibration when you slow down and stop (0-2 mph) is the kind you would get on a 15 yr old transit van. Not acceptable, I cannot understand how they managed to get an oil and brake fluid change so wrong that they have RUINED my car. I am taking the issue to Mercedes Benz Germany, I love the car, i love the brand but I detest the UK dealerships/ Lookers/ service experience. I work for a customer experience company, and this is the kind of customer experience disaster I frequently give talks about. It appalls me that I am now experiencing this first hand. A premium car experience for service should be I pay a premium price for a service, the car comes back feeling better, the log book stamped and with the minimum of hassle and inconvenience. I now have the ongoing hassle of trying to get this resolved, but Mercedes Benz Gatwick/ Lookers have stopped returning my calls. A call to Mercedes-Benz Germany - PLEASE HELP. And also, why can I not give zero stars? These are the basics of premium automotive brand experience. Carry out a service without RUINING the customer's vehicle.
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