Review Time
Mercedes as a luxury car brand is dead in the water. I've had four Mercs in a row, all high-end, and 2 of the cars had repeated faults that Mercedes struggled to resolve. In one case, the issues was never resolved in the entire 3 years I had the car, and was still with the car when I traded it back to them. But the main issue is Merc's appalling customer service. I went through 3 dealers trying to find one that was reliable and provided a good service; Brighton (bad), Eastbourne (bad), Chichester (absolutely terrible). Issues ranged from over-charging, not performing service items they were supposed to, and missing services off the electronic record meaning I had to chase them down to be added. I've now sold my E Class and gone with a Hyundai, who provide a significantly higher level of customer care and cars that are more reliable.
Every adviser that I speak to is sympathetic and comes across as being understanding, but no one is able to resolve the issue. The sales team is perfect but everything else has fallen massively below my expectations of a well known company. I was advised over the phone by Mercedes prior to hiring a van in the 1st place (as my hp vehicle broke down), that I would get ALL of the rental costs back not just 3 days worth. The vehicle was un-drivable due a mechanical problem, not caused by myself, making my van not fit for purpose!From the moment that the issue arose with the van, the whole experience of getting it repaired along with the customer service that I have received is shocking/ disappointing!
I was ecstatic to be able to purchase a Mercedes, the prize, the joy of driving a Mercedes was unreal. But due to no fault of my own when the vehicle has a problem ,This feeling soon turned to disbelief ,disappointment ,shock all rolled into one ,all due to the after sales care management team who runs from Preston and Blackpool ,how the after sales care manager made me feel was unbelievable They accused and refused to believe the vehicle didn’t have any faults ,they damage your vehicle ,treat it with disrespect and then state it’s the customers fault,It’s a pity as when your considering purchasing a Mercedes your treated like a queen but when there’s a fault and the after sales manager is involved ,your treated like a criminal,shame on you Marshall Mercedes Benz of Preston and BLackpool ,if I could I’d give them a zero,1 is far too good for themBuyers beware
Very disappointed in Mercedes ,bought an approved car from the dealers had a sensor changed under warranty,just a few months out of warranty car won’t move ,after a lot of hassle Mercedes find water in front passenger footwell which is shorting out electrics .This has been caused by a broken weld ….car was only 4yrs old .Garage says they will look at a goodwill jester from MB ,I contact MB uk And Mb Maastricht who basically pass the blame around .Was shocked at one conversation which I would of said was like blackmail ,was told a goodwill gesture would be no more than 10% and to do this they would have to replace the full wiring harness which could take 6MONTHS FOR IT TO BE MADE AND FITTED And would cost a lot moreGarage eventually did the work which cost £600 Was told it should of cost £1000 s A very unreliable car very disappointed this is not what I had expected from Mercedes . Really like the car but I don’t trust it
Very disappointed in Mercedes ,bought an approved car from the dealers had a sensor changed under warranty,just a few months out of warranty car won’t move ,after a lot of hassle Mercedes find water in front passenger footwell which is shorting out electrics .This has been caused by a broken weld ….car was only 4yrs old .Garage says they will look at a goodwill jester from MB ,I contact MB uk And Mb Maastricht who basically pass the blame around .Was shocked at one conversation which I would of said was like blackmail ,was told a goodwill gesture would be no more than 10% and to do this they would have to replace the full wiring harness which could take 6MONTHS FOR IT TO BE MADE AND FITTED And would cost a lot moreGarage eventually did the work which cost £600 Was told it should of cost £1000 s A very unreliable car very disappointed this is not what I had expected from Mercedes . Really like the car but I don’t trust it
Awful service, awful customer serviceI had my car serviced at an MB dealership, the car was returned to me with a fault. Under hard acceleration the engine cut out, this happened twice on a motorway when overtaking... this fault could have caused a fatal accident. The fault was proved to be the consequence of the technicians error who had been working on my car. The response from the dealership was 'sorry for the inconvenience' the response from MB customer service was you've already had a response from the dealership. I will be following my complaint up through the motor ombudsman.On top of that the muppet at the dealership set my service contract up on a different vehicle so I'd been paying for someone else's service plan. The only time MB are proactive is when they are taking money from you.
I purchased a brand new Mercedes Benz AMG in January 2020 (took delivery) but ordered late 2019. I had previously purchased a used one from the same dealership. When I ordered the car it was the one with the wireless car charging facility and was given the brochure for that particular model. On taking delivery of the car, there was no wireless charging facility, I raised this and was told...."oh no, sorry the model I had been provided with was one of the later models of the previous year and so did not come with that". I was not happy at all as I had no recourse as they had taken my old car, they gave me a "gesture of goodwill" to appease me, but it never did to be honest, to this day as I paid for something I did not actually receive.I have now an issue with splitting driver seat cover....I raised this in 2023; I was changing the lumber support within the drivers seat and the covering split due to back issues and the seat started to split before my very eyes. The split is not in an area where I sit as I do not sit fully back in the seat. Having taken photographs, taken it into the dealership (Greenoaks Reading!!!) they decided that this was not a fault of the manufacturing process or cheap materials but "wear and tear", I have had 2 Alfa Romeo, 1 Audi and 1 VW and never have I had any issues. Mercedes being (use to be) a high-end brand, I expected better, the centre console cover is now splitting!!. Their customer support, I found quite shocking; the matter was being dealt with in the Netherlands / passed to Slough / Reading. I will advise anyone I know to steer clear of the brand. Following almost 3 months of me constantly chasing Mercedes for an update as to whether they would make their repairs given I feel the materials used are flawed, they told me "yes will re cover the drivers sheet at the cost of approximately £1,200 plus VAT which I would have to pay". The brand is now no better than some dodgy bob forecourt dealer, back in the day to purchase a Mercedes was seen as prestige brand - NO MORE!!
I purchased a brand new Mercedes Benz AMG in January 2020 (took delivery) but ordered late 2019. I had previously purchased a used one from the same dealership. When I ordered the car it was the one with the wireless car charging facility and was given the brochure for that particular model. On taking delivery of the car, there was no wireless charging facility, I raised this and was told...."oh no, sorry the model I had been provided with was one of the later models of the previous year and so did not come with that". I was not happy at all as I had no recourse as they had taken my old car, they gave me a "gesture of goodwill" to appease me, but it never did to be honest, to this day as I paid for something I did not actually receive.I have now an issue with splitting driver seat cover....I raised this in 2023; I was changing the lumber support within the drivers seat and the covering split due to back issues and the seat started to split before my very eyes. The split is not in an area where I sit as I do not sit fully back in the seat. Having taken photographs, taken it into the dealership (Greenoaks Reading!!!) they decided that this was not a fault of the manufacturing process or cheap materials but "wear and tear", I have had 2 Alfa Romeo, 1 Audi and 1 VW and never have I had any issues. Mercedes being (use to be) a high-end brand, I expected better, the centre console cover is now splitting!!. Their customer support, I found quite shocking; the matter was being dealt with in the Netherlands / passed to Slough / Reading. I will advise anyone I know to steer clear of the brand. Following almost 3 months of me constantly chasing Mercedes for an update as to whether they would make their repairs given I feel the materials used are flawed, they told me "yes will re cover the drivers sheet at the cost of approximately £1,200 plus VAT which I would have to pay". The brand is now no better than some dodgy bob forecourt dealer, back in the day to purchase a Mercedes was seen as prestige brand - NO MORE!!
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