Kevin H

Poor customer service

Overall, very poor performance. My car was in for a replacement Nox sensor (a common and expensive problem with Mercedes apparently) and I got told to come in at 1600 to collect. I arrived at 1550, being prompt, and waited for an hour before being sent away in a returned, yet to be valeted courtesy car, as a software update couldn't be completed. I told the staff that I had to get my son to work by 1700 and he ended up getting a formal warning due late arrival. Clearer communication on my arrival would have stopped this, rather than being told it'll be 5 minutes. I finally got a phone call after 1800 but couldn't get back in time to collect. Next day I collect the car and whilst cleaning my wheels noticed a valve cap on my tyre missing. Mercedes had seen a recall on my tyres and replaced all 4 during the visit (this was a positive from them). However, when phoning the garage a matter of hours later to ask for someone to check the workshop or a replacement to be provided I got told nobody could help me as service was shut. I was asking for my valve cap to be returned or replaced, not an oil change! A small and somewhat insignificant issue (it's only a valve cap!) but at this point it was the principal of it having had such a bad experience.