Andrew J

Terrible Service 1 month after buying

After a fantastic experience buying my car from David Robertson at Edinburgh CDW, exactly one month after taking delivery, my engine management light came on, whilst I was away on a golf trip. I took the car to a garage to have a full diagnostic check done. They identified a fault with a Nox Sensor. I was quoted almost £700 for my repair, using genuine MB parts, at the garage where the check was done. I contacted CDW, and spoke on the phone with my sales person, passed details to Liam in service department, who would call me back. He didn’t. Later an email came in, and after a few back and forth, Liam would not accept the diagnosis, and wanted the car dropped off at Edinburgh. I then decided, to get the car work done at the garage where diagnostic check was done. I informed Liam of this, who then in a final email, after I had informed him of booking the car in to the other garage, decided to mention that he would have covered the cost at CDW. Maybe, just maybe, if this had been mentioned in one of the earlier email exchanges, the car would’ve been dropped off at Edinburgh. It is easy to offer assistance, after the fact, rather than offering it up front, to help your customer. Sometimes the word service means nothing in Service Departments Another customer lost, possible referrals lost, not great service Liam, shame as Sales were brilliant.