Review Time
Disgraceful service received from Marshall Mercedes-Benz Southampton. Sprinter went in for x5 recalls. No updates or timescale received. Had to chase up. Only x4 recalls sorted and x1 required customer written consent but couldn't establish what the x1 outstanding recall was and no-one contacted us to explain and/or ask for written consent to proceed. Customer service manager and workshop manager wouldn't respond. Collected vehicle in frustration without resolve. Complained to head office who have also now gone silent. Now reported to Trading Standards. Two months later still nothing from Mercedes.
Zero Stars if I could. My Mercedes was taken in since 8th July 2024 and have not had it back since. The only call I got was to say sorry but we will be keeping your car in a bit longer. Its now 30th July, no car, no updates, you have to keep calling yourself for a lady at reception to say you'll get a call back, why are you employing people to tell customers 'you will get a call back' and eventually you speak to an advisor and they just say "we are going back and fourth with Mercedes in Germany" (Advisor Quincy)Shocking service I've had better from Vauxhall in Hayes
Three weeks since I agreed we would get the car in for a repair when they got the part. No contact effort by MB Giffnock as time goes by - I called monday and asked for a call back - nothing. I called today and got to the service team but the person I needed to talk to did not come to the phone, then they hung up the call.The technical incompetence I encounter there is such that I will be looking to PX the car soon and we will not be buying a Mercedes - they are very good cars from good german engineers but ruined by the fact that Mercedes-Benz franchise dealerships and servicing to half-wits.
I am another unhappy Mercedes customer. Bought E class brand new from Plymouth Dealership in Dec 2016, always serviced by the dealer and done only 35000 miles. Suddenly the break system (SBC) failed. I checked online and I am not the first one with this problem. It is big risk we take to drive a car where breaks can fail suddenly without any car accidents. I requested a goodwill repair as the product failed without any fault of mine. The dealership sent a one line formality information to head office with wrong information that the car was bought from unauthorised dealer making my case weak from the start. They made it sound like a big favour offering me a car not like for like. Overall it appears that the staff is not bothered at all about whether you come back to Mercedes or not. I am never going to buy Mercedes again largely because of my experience with Plymouth dealership. I will be taking it further as I feel law should not allow selling cars which can’t guarantee reliable break system.
Mercedes newbridge in Edinburgh are a shambles man. Used to be great. Put my car in for MOT first thing this morning, I went in at 5.00pm as hadn’t heard anything they said not ready yet, just going on the ramps, Come out at 6pm it’s failed. Front coil. Won’t be ready, well I need a courtesy car. None sorry, well give me my car back as I need to pick my kids up?How am I supposed to get home? When will my car be fixed don’t know. Call your leasing company. Currently in a taxi on the M8 terrible service
Absolutely shocking service!! What has happened to the customer care at the brand!! We run several Mercedes and i have popped in to two main dealerships in the last 5 days, Ascot and Ipswich.All i had was a simple service question to ask.Was completely ignored by all staff at both, not one person asked if they could help!! I could have been there to spend big but they completely ignore you. You could not even hang your hat on the snob card as both dealerships saw me arrive in my S Class and was in a suit!! Was in both dealerships for over 15 minutes just waiting for some form of engagement!! Seriously considering swapping brands as they have no care for the customer!! So all my servicing is going to my local Mercedes independent garage from now on and I will reconsider the 200k that I was about to re order in a month.
I honestly regret ever getting involved with Mercedes. I was stupid enough to take out a service plan and believing that they will deal with any breakdowns as part of the package. I have been waiting for five hours to get someone to come and help me with a tyre puncture. It’s a 11 pm now and they are saying it might even take till tomorrow before I get someone to come out to me. I have explained more than five times that I have to be out of the house by 8 am. I can’t wait to go back to BMW. I dealt with Georgia from Mercedes at RAC and she couldn’t help me , maybe because they just give them phones and zero information to do the job.
I have brought my 1992 Mercedes 300SL twice into the service department. First visit regarding the servicing of the electric roof. All they did was lubricate the mechanism something I do myself regularly . They did not check the pump and top up the hydraulic liquid. I asked why and the guy said I’ve never had to do this on a car?? . I insisted that I bring the car in again and do what was asked. Surprisingly it did need some liquid and now works a lot better. Second visit despite the car turning over it would not start from cold . I dropped the car the night before and the next day about 11am received a call that it was a relay switch which they replaced. HOWEVER water was gushing out of the car and would I agree to £900 investigation being 5 hours work to find the gushing leak? He then told me that it could takes thousands to repair once they have found the leak. I told him that I had not seen any water leak outside my house but he said the chief service officer had reported how serious it was. I was confused as water gushing out would surely be easy to find. I wanted a second opinion and so took the car elsewhere who jet washed the system and ran the car for 45 mins … NOT A DROP OF WATER. Two days later I drive to devon 4.5 hours and NO OVERHEATING, NO WATER LEAK AND NO TOP UP OF WATER REQUIRED. Go to a back street garage as there you expect to get ripped off UPDATE… two weeks later message from Mercedes Benz ‘we are very disappointed and our team will call you ‘ …. They can’t even do that right !! UPDATE NOT EVEN THE COURTESY OF A RESPONSE!! Cowboys
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