Kirkham

A frustrating Experience....

Purchased the Car in June last year including the extra insurance policies they sell to you. The Aftercare has been beyond a joke and really disappointed and disheartened and fed up of being continually fobbed off with people permanently in meetings or they will call you back and never do. (8 weeks after the issues have been raised formally with Marshalls after still getting nowhere I am yet to receive any communication even though the procedures say that the general manager will be in touch in 14 days.) With this dealership, it’s all money, money, money and sell, sell, sell! After you purchase a car from them be prepared to be bombarded with Sales Calls, emails the lot about did you want to buy a new car from them or trade it in or a VIP event to buy a new car despite only buying a car from them 24hrs ago – this went on for weeks and weeks of being hassled and called despite politely asking to be removed from the database – talk about making you feel valued and a walking cashpoint? I purchased a Marshall's breakdown recovery product thinking breakdown is not included with the vehicle to find out from speaking with Mercedes directly they offer it for each year that you have it serviced with them. I also purchased an enhanced warranty product that is supposed to cover you for if things go wrong. After returning home with my new car from Marshalls I discovered the following day an issue with the passenger seat (Coupe) being unable to fold so you can sit in the back seats without having your ankles chopped off. The seat would only fold back to the previous position if you pushed it all the way back meaning the person in the back seats would have to hold their feet up in the air in order to not have their ankles broken. Clearly a fault with the mechanism. After getting nowhere with being able to speak to anybody from the service department about this issue I drove the vehicle back to Marshalls and requested somebody to look at it. They said the parts would NOT be covered under the Warranty and it would cost a fortune and the car being taken out of action for a few weeks as they ‘would need to strip the seats right back’ if the cable to seats had been snatched it would apparently have been covered. Being disappointed with being fobbed off and after buying an additional warranty product that supposedly gives you cover for expensive items if this is the performance over a faulty latch I would dread to think what performance you would have if the ‘car's gear sticks packed in’ as the sale consultant advised would supposedly be covered. Rang Mercedes, directly they could not understand the performance of Marshalls and said they would raise a purchase order with Mercedes and get paid directly as the car is covered under the warranty. I then took the car to another Mercedes dealership (Not Marshalls) and within a couple of hours replaced the mechanism and the car was back in my hands, no questions, no fuss, no sky-high bill or without a car. problem sorted. Then comes the next wave of millions of sales calls and continuous emails about booking your service in with them and they wonder why from this experience I wouldn’t have much confidence and not exactly forthcoming…