I spent a few years being an entirely satisfied Mercedes Benz driver. My experience since replacing my vehicle 16 months ago has left me certain that I will never drive another mercedes benz ever again.Their "sales" team were awful and woefully unaware of their own approved used policies. Contacting Customer Services centrally did little to help as they seeed equally bemused be their own policies, specifically what I could expect under their Service Guarantee.Following a spate of frustrations with them I decided to exercise the 30-day exhcnage policy - which Mercedes Benz entirely ignored while they continued to work out what they might have ever meant by their Service Guarantee (yes, it took over a month for them to resolve that!)Fast Forward a while and the vehicle is booked in for a service. At my first attempt their online booking process repeatedly falls over. I contact Customer Service about it, but they don't reply in under 3 weeks. In the meantime they've increased the price of my service unreasonably based on the prestense they need to replace brake fluid.Evntually the vehicle is pre-booked for a service. My biggest mistake was booking this for a Thursday before a bank holiday weekend. There are two minor additional observations they need to look at (dashboard light has illuminated, and ther Brake Assist technology is either misfiring or over-sensitive - sometimes dangerously)Later on the Thursday they call me to ask if they can keep the car until the Friday to complete an investigation on the engine light on the dashboard. I agree to this, explaining I wanted the car back for the long weekend.On Friday I receive a video of the isual inspection and told to expect a call later. I receive now call and later on I email them to check on my vehicle.I receive no response, so I email again on the Saturday. Again no response. Eventually I call but the telephone number routes to a national call centre and not the service centre. They email the service centre too but after an hour or so I call back to say I have still heard nothing. The Service centre is closing imminently for the weekend. I am assured that a colleague will return my cal within 20 minutes to talk abotu what my options might be (i.e. I am thinking they migt offer to pay for car hire, taxis during the period, or actually provide a courtesy car the way they should have offered).After an hour passes and no call back received I phone them again to be confronted by the casual lie about how he was "just now dialling my number on the other line". BS.Then instead of discussing any options as I was assured, he goes on to describe a completely different reason for the vehicle still being in the Service Centre and making excuses for why my pre-booked same day service still wasn't ready. When I point this out he tells me my options are to "call the service centre on Tuesday" - which is patently of no help to me, my family and our plans for the weekend during which we had expected to have the use of our car.To make matters worse, following up with the service centre in question, they offered their "sincere apologies" but whilst acknowledging (eventually) their own fault and negligence in failing to communicate with me in accordance with the Ombudsmans code of conduct, they otherwise shrugged their shoulders, dismissed any suggestions of any of onsideration to be shown, and a threat to remove my vehicle to an unspecific "secure compound".Utterly incompetent, arrogant and hateful level of customer service received and I cannot wait to drive something other than a Mercedes Benz - especially when their 2 year old car needed so much attention at the 2 year service interval. They ought to try making better quality vehicles in the first place.They also expect me to pay without having an opportunity to inspect the vehicle first, and demanding I make payment by bank transfer (and therefore losing any consumer protections credit card payment would confer). They really are hateful when they put their minds to it.
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