Naresh S

Terrible service

Terrible service experienced, far below the standards set by other Mercedes franchises/specialists I've used in the past. I experienced several issues when my car was with the service department to rectify an issue with a rear seat lock. Issues faced below. 1. I was told by the team at Watford that the issue would NOT be covered under warranty. I then contacted Mercedes directly who confirmed the fix SHOULD be covered under warranty at which point the team at Watford then agreed to fix the issue under warranty. Incompetence or just dishonest? 2. When I can asked for a quotation and ETA to supply/fit the component required, the service department mentioned they won't know until I pay for the part required beforehand. In the 15 years I have owned various Mercedes vehicles, I have never heard such a silly response. Despite me paying £32k in cash for the car in question, the Watford team clearly had some reservations about my ability to pay for a plastic seat lock? I've never been asked to pay for any repairs before any work had been carried out. 3. I was told by one engineer the car would be ready for collection in a couple of days. I then received a call from someone else in the service department an hour later telling me my car was ready to collect and they really wanted their loan vehicle back within the next 3 hours. Complete disregard to my work/personal plans for the day. 4. Upon collection, I noticed the fix had not been tested, i.e. the button to fold the rear seats down was no longer functional. After waiting 45 minutes for an engineer to rectify the issue, I was told a wire was not reinstated to a power source following the work carried out. I expected more considering the premium prices they typically charge. 5. As "a valued Sytner Club member", I was entitled to a free fluid top-up as part of my visit. Despite numerous requests, this was not carried out as my car informed me the windscreen wash was running low after using it once a day after I had collected my vehicle. Its strange they missed this but still managed to find my brake pads and discs "needed to be replaced" (not something I asked them to check and neither was this flagged by the cars sensors). The team seem to be more interested in their balance sheet rather than giving customers an honest and diligent service. Don't waste your time and money here.