Richard M

Disappointed! Poor after sales

I am not one for writing online reviews but today’s experience has annoyed me. There is no doubt, like many, that the purchase experience at this dealership is excellent and salesman Phil was very knowledgeable and great to deal with. The service department however is somewhat lacking. On service days there is a system of checking your key into a locker and recovering it from the same place. It’s a bit like a massive advent calendar. Who thought that this was a good idea to adopt such a system in an attempt to eliminate any personal interaction. How often does anyone bring a car for service without the need to mention issues. If you do ask to speak with a representative there is generally not a problem but you usually have a long wait. I took out a puncture protection policy when I bought the car. I had a slow puncture 2 weeks ago so thought it best to take the car to Mercedes Stockport to help with the Auto Protect policy. I also needed new tyres all round so thought that I would bring the business to them. I was asked to wait and offered a coffee. After one hour and twenty two minutes I walked out without seeing anyone. Took the car to another garage for tyres, only to discover that Mercedes had registered my registration plate incorrectly with the policy company which took an age to rectify. Todays issues: 1) took my car in for service on Monday. The previous week I informed Mercedes Stockport that I wouldn’t be requiring a courtesy car as I would not be able to return it on the same day. However a courtesy car was ready and waiting for me - No communication! 2) Mercedes had informed me that there was a fault with the left and right headlight beam. I phoned and made the service team aware of this to line up the appropriate repair on my service day. The service representative was not aware of this of course - No communication. There was a fault on the main automatic dipping headlight which I reported on arrival. Apparently this has been repaired by recalibration. The same fault and repair which was appaerntly carried out 3 months ago when re-calibration was required following a windscreen replacement ?? No communication. 3) Part of the service is to wash your car. Returning to the dealership to a lovely clean car makes you feel cared for and psychologically makes you think that the service has been carried out professionally and to the standard expected of Mercedes Benz. Although a car wash was expected and indeed promised, there it was, ready for collection as filthy as anything. A poor show and clearly no communication. When challenged, the service representative offered to have the car cleaned (didn’t insist) but intimated that it might take a while because they were so busy. Alternatively I could drop in on another day to have it washed, what a joke. 4) Usually these days you can expect a small video from the service engineer about the condition of various components. Also one expects the service rep to run through a service sheet in order to explain the service schedule and what has been carried out and to let you know what the situation might be in relation to brake pads etc, it’s a courtesy and good practice. I just got handed the keys and was told that everything had a GREEN light and was fine. I am of course brimming with confidence !! Not. 5) I asked if the team could arrange for a touch up paint stick to be available on collection. This wouldn’t be a problem but there might be a cost which was ok. Of course they forgot so I took myself down to the parts department and sorted myself out. No communication. By comparison, I helped my daughter collect her car from service today. Every single expected aspect of the service was met magnificently well! Congratulations VW Oldham, Just because we sometimes buy very expensive quality cars doesn’t mean to say that you will be well cared for after sales. Very very disappointing.