Review Time
My husband purchased extended warranty from Mercedes at significant expense. When the pipe delivering AdBlue to the engine (a long plastic pipe that ran the length of the car and behind the hot engine) failed after just 7 years and he was told by the dealership that replacement would involve lifting out the engine at great expense, he expected this would be covered by warranty. Not so it appears! In a clause that states that plastic items are consumables this pipe is excluded. My husband argued that either the issue was a design fault (whoever puts a plastic pipe behind a hot engine?) or a warranty issue but surely it wasn't his expense. Despite taking the matter to the highest level in Mercedes I'm afraid it was considered that it was his expense despite it being included in his previous warranty contract. The moral of the story is read the small print carefully and don't assume that warranty coverage stays the same from one contract to another. My husband won't be buying warranty from Mercedes again and he probably won't be buying another Mercedes either!
Unfortunately, I had an extremely disappointing experience with the extra charges during the use of Mercedes' charging service. According to Section 68 of the Consumer Rights Act 2015, the terms of a contract, including prices and charges, must be transparent and clearly presented to the consumer. However, I was not informed of any additional fees when using the card provided by Mercedes to activate the vehicle charge. This lack of transparency in the charges is completely unfair and goes against consumer protection laws.To make matters worse, the full charge for my tank never exceeds £6, but I was charged over £120 in extra fees with no prior explanation. Even though I already pay for a parking spot included in the rent for my apartment, these charges were unjustly applied. I have attempted to resolve the issue, but without success so far. This lack of transparency is extremely frustrating and highlights a serious communication problem with consumers.
I bought a brand new GLA (new version) in September 2020 and I absolutely love the car. I also bought the service package, whereby I pay monthly for the service, which includes an MOT and they collect and deliver the car on the service day. Very convenient, though not cheap. Lookers in Tonbridge are decent people to deal with. It's Mercedes themselves that often stress me out. If you call the local garage, you are put through to a call centre and the people there are obviously not local and are working from computer. You can't ask an out of the ordinary question. If you do they say "do you want to book a service?" I have ended up driving to the garage to get an answer,After 3 years the info systems on my car needed to be renewed - i.e. paid for every year. Remote package and Navigation. I received an email two weeks ago suggesting that I "renew today for uninterrupted use" of my preferred services. OK, good idea! But when you go online to renew, it says that if I renew early I lose the rest of my current service and it starts then. So I have to wait until 1st September to renew and, guess what, the price has gone up without warning! Why couldn't I renew ahead of time for a seamless transition when the year, I had already paid for, is up?If only Mercedes were a little more customer considerate, they would lose the very poor rating they have on Trustpilot, I am sure.
My husband purchased extended warranty from Mercedes at significant expense. When the pipe delivering AdBlue to the engine (a long plastic pipe that ran the length of the car and behind the hot engine) failed after just 7 years and he was told by the dealership that replacement would involve lifting out the engine at great expense, he expected this would be covered by warranty. Not so it appears! In a clause that states that plastic items are consumables this pipe is excluded. My husband argued that either the issue was a design fault (whoever puts a plastic pipe behind a hot engine?) or a warranty issue but surely it wasn't his expense. Despite taking the matter to the highest level in Mercedes I'm afraid it was considered that it was his expense despite it being included in his previous warranty contract. The moral of the story is read the small print carefully and don't assume that warranty coverage stays the same from one contract to another. My husband won't be buying warranty from Mercedes again and he probably won't be buying another Mercedes either!
Mercedes Benz Temple Fortune site, is a mess. Their members of staff on his name Great, is anything but great.I had a problem on the electric system of my car, and all they were able to manage was, making me lose time, coming on 4 separate dates, as requested by them, but not getting served.I felt like I was invisible, and waiting for hours.
How do MB owners in the UK buy genuine MB spare parts for their cars? It looks as though we are at the mercy of the dealerships mechanics only. Aren't I allowed in this country to repair my own MB?I have to import parts from the USA and use their sites for part numbers. Why?I don't expect an answer here as it looks as though MB don't respond to Trustpilot.
How do MB owners in the UK buy genuine MB spare parts for their cars? It looks as though we are at the mercy of the dealerships mechanics only. Aren't I allowed in this country to repair my own MB?I have to import parts from the USA and use their sites for part numbers. Why?I don't expect an answer here as it looks as though MB don't respond to Trustpilot.
Absolutely the worst customer experience for any product, anywhere, in my entire life. Went to my local dealer in SW London 2 months ago. Receptionist took my name and details, said a salesperson would be with me shortly. 45 minutes later I said I had to leave. Was told that sales would call me later that day. Nothing. Registered online, configured a car, requested a call-back. Nothing. I called the dealer and was told that all the sales people were busy but that I would be called within the day. Received a “how was your experience?” email. Gave my feedback and received the “we’ll pass your feedback to the dealer and arrange for them to contact you’’ response. Still nothing. Final attempt was to book a test drive online. Booked the slot and received the message that I would be contacted to confirm the booking. Nothing. Rang another dealer and was able to speak to a salesperson on the phone. I requested a quote for two options I had configured. 2 days later I got an email from another salesperson trying to sell me a secondhand car. Replied to him that I didn’t want a secondhand vehicle as it makes no sense on PCP, and to quote for the configurations I had requested. Heard nothing for a week and called the salesman. He said my email must have gone to the spam folder. Promised I would have the quotes within 2 days. That was 10 days ago, and no response. Website is a complete mess and no interest in serving potential customers. No wonder sales have fallen off a cliff. I’ve taken my new car purchase elsewhere.
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