Malcolm T

No idea what Customer service Is

I purchased a new A Class at Mercedes Portsmouth 2 years ago. and it was a good experience only because of the salesman Mez. The rest of the sales staff and management were clueless. Servicing for past 2 years has been OK only because it is free.Unfortunately 3 weeks ago when we had the bad storm the sunshine roof collapsed in on my wife and I and the car was taken to the dealership by Mercedes Me as it was a fault with the roof.The dealership argued that there was a mark on the 5% of the roof and it had to be a insurance job. they did nothing for 4 days but when prompted by my visit I was informed to contact my insurance company. This I did and Marshalls were advised to send photos plus an estimate to the insurance company. The Engineers approved the estimate and sent T&Cs of how and when payment would be forthcoming once the job was completed. The parts were ordered on Germany and the job was advised completed 16 days after the storm. I was then advised that they would not release my car until the bill was paid. They advised that WNS owed them money and they did not have an account with this company so I could have my car. I spoke with Saga Insurance who spoke with the dealership on a number of ocassions during the day to get my car released and processed a BACS payement for them but again they refused to release the car until the payment reached their accountwhich could be a further 3-5 days so I am without my car. This is what they call Customer Service. None of this is my fault but they deem it appropriate to withhold a customers car because his Insurance company use WNS. 1) I will never buy another car from Mercedes 2) I will never use Marshalls immaterial what car again. 3) All People in Portsmouth and surrounding areas should take note that this company and especially this dealership are completely untrustworthy and Have no idea what customer service is.