A simple car service turned into a mess re non returned calls and total lack of professionalism and follow up at Mercedes Benz Century City .The saga began on 23 July 2009.
The details are as follows:
Took car in for service on 23 July 2009.
Came that afternoon to collect car at 4pm .Car not ready, sorry we forgot to phone you.
They -that is Mercedes mention to me we need to fix the steering( re the car bump I had) . I say no problem, and lets sort it out. Insurance arrive the following week get quotes sort out the prices (over R80 000.00 they tell me, change the whole steering mechanism is what needs to be done)
On Monday 3rd of August I decide to email service advisor Morne James to ask about a courtesy car. The email is sent, see details below
To: mornej@sandown.co.za
Subject: RE: MERC ANY CHANCE OF A COURTESY CAR
Sent: 2009/08/03 01:56
Was read on 2009/08/03 03:35.
To this date I have not had a phone call or return mail, nothing re status of the car .An entire week of silence.
So on Friday 7 August I decide to phone Merc Century City again to speak to senior management to get answers.
I get put thru to a bubbly women called Heidi Basson
Heidi tells me email me the details (I do that at 10.48 am to heidib@sandown.co.za ) and someone will get back to you straight away. The corporate pr speak comes out and she passes the buck to someone else who will phone me back. Iam still waiting. In fact I have a read receipt on all my emails and they have not been read or opened and I did not get a non delivery report that I had wrong email address.
The fact of the matter whatever Merc Century city wants to say, the service is appalling and the follow up even worse. They have total disregard for clients and this example is just one of total lack of customer service or follow up. Merc cannot put any pr spin on this, the facts are plan to see
Annoyed is not the word. I would like to use, Far stronger language is called for but that would be inappropriate.
Let’s see if on Tuesday 11 August I get any status feedback etc, or if the read any social networking sites or blogs for that matter.
PS read my facebook status I am easy to find martin myers
or read www.martinmyers.co.za it all up for everyone to read
—
Discover more from Martin Myers
Subscribe to get the latest posts sent to your email.
Hi there
I know this is a bit old, but came across it while looking for their details.
I called three times and the phone just got put down in my ear after me WANTING to book a service. Now i am so fearful of what i will receive after the dealer principle reads the complaint that i sent via the website, and while my car is there.
I am from JHB and was looking for a place to service my vhiecle. I came aross this post and I am am thinking mmmmm! What went wrong here. This being closest to me I thought let me give them a ring, this event was a while back andshould be top notch should have the service , as afet a bad review, one would sort their house out….. I called to book, two dropped calls and being hold for a while…….
I WAS WRONG !!!
I am going elsewhere
This post is most distressing to read – Mercedes Benz is a prestige vehicle and the Company, one that one would expect excellent service. having said that ROLA Motors in the Strand have always provided me with superior service and I can recommend them unreservedly.