Case Number 07035504 We were in Pembrokeshire for a weekend break when our A35 developed a wheel / tyre problem. Contact was made with Mercedes Benz Customer Services ( MBCS) early morning 18 May. 5 months later they have finally agreed that compensation was due. That's the good news but what happened over that 5 months does not make for good reading. Easily over a dozen agents involved each one trying to be more dopey than the last one. Information being fed back that at worst was totally incorrect but more importantly implying that we were lying. One example - that their partner the RAC attended our car at our hotel even though the time given was 20 mins after we had left the hotel. You buy Mercedes because it is a quality brand not just with the car but by implication across everything that they touch. Expensive but for a good reason. That's where I was 5 months back. Now I have seen a completely different view. Lovely when the monies are being transferred or when expensive services are happening but the complete opposite when they are being criticised - when the microscope is on them. MBCS are just a rubbish outfit that appear to have no structure. If there has been any training then it's not been worth the money. Also get the impression that this group are not a department but physically operate freelance. Several times across the 5 months I requested a manager to make contact - that never happened. The experience has led me from going from being a MB advocate to someone who will never, ever purchase another MB and just as importantly someone who wants to pass that message on - hence this review.
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