Saturday, December 5, 2009

Officially No Longer a Mercedes Benz Owner - And Very Happy About It

I wanted to notify all of you that I finally decided to handover the vehicle since the Dealership decided not to honor the warranty and after many months of waiting on the local agency here in Puerto Rico to act upon it.

My next meeting would have been in March 2010 to see if they had to fix the vehicle under the initial agreement.

I found this list of people complaining worldwide on current Mercedes Benz Issues.

I would like to share it with you guys.

Sunday, October 11, 2009

I found other People that Feel the Same Way I do

I was browsing Facebook and Found that their are a few groups established on Not Loving the Mercedes Benz Brand.

I invite you to visit them.

If you know of any more please feel free to share..

Interesting Ad However in Garage Isla Verde's Case Might De Different

These last few days a few months after My car Broke Down and I am still trying to make the Local Mercedes Benz Dealership fulfill their part of the contract I found this video.

I would highly advice to stay away from buying a Mercedes Benz from Garage Isla Verde even with the documentation they provide. Apparently in the San Juan, Puerto Rico Mercedes Benz Dealership I guess they hand out the CarFax and Mercedes Benz Pre-Owned Policy as a souvenir for buying your car at that location.

Everytime I have had to take my Lemon Mercedes Benz SLK320 they have many reasons to go against what they gave me in writing the best example is how I have been without my car for the last two months.

And I resist to pay a dollar for something that should have been resolved long ago.

If you have any questions regardind how badly they take upon their policy feel free to email me.

Monday, September 21, 2009

New Mercedes Benz Customer Relations Manager ( A Defense Attorney)

It has been more than a Month since the last time that the local Mercedes Benz Dealership Garage Isla Verde received my car in a flatbed truck I had no option but to return my car (nightmare) to them since they never fixed what was supposed to be fixed (Claimed they had everything fixed).

The last time I spoke to them (at least 3 weeks ago) they were still trying to hustle me out of my money and not stand by their warranty if you read my other blog posts you can find more detail on some of the many issues I have experienced with the Local Garage Isla Verde Dealership.

I had no option but to take them to the Better Business Bureau (Called DACO here on the Island) to see if they can finally stand by their side of the deal of offering the Mercedes Benz pre-owned warranty.

Today I got an email by their local Customer Relations Representative (DEFENSE ATTORNEY) representing them against my complaint.

If only they where that detailed oriented to take care of their customers it would bring the following benefits:
• Save money in Attorney fees.
• Keep their customers.
• Save their bad reputation on the island.
• And just simply conduct good business aligned to best practices in customer service.

So if you are ever near Garage Isla Verde thinking of buying a car just asked them who their Customer Relations Support team is locally. I am sure they will never let you that an attorney in case you try to make them comply with the contract they entered into.

Saturday, September 12, 2009

Mercedes Benz Fashion Weak

Well these last few days I have been analyzing on how Mercedes Benz USA Customer Service is just as superficial as many of the people participating at the Mercedes Benz Fashion Week.

I guess they are the perfect brand to promote such a superficial event. With the fashion industry that measures and judges beauty in such superficial way and mostly on appearance. Mercedes Benz is the perfect partner for those individuals that prefer having slim models over healthy one. Mercedes chooses having fashion oriented service individuals in suits instead of having logically oriented service representatives that can actually solve an issue.

Only yesterday I spoke to one of their customer service representatives which I am still trying to figure out if they are robots or a script is handed to them. Since January when I started calling in they have mostly answered my question in the same way. And I will detail the process I have experience every time I call in the follow lines:

1. You call in the make you wait a few minutes
2. A representative takes your call still trying to figure out if it is a robot or human.
3. They indicate someone will contact you and your issue will be resolved
4. You wait days until they contact you
5. You call back and they indicate you need to resolve with your local dealership
6. You insist and they finally get a case manager to contact you.
7. The case manager looks for a strategy that will benefit Mercedes Benz USA and the dealership
8. They call you and give you no solution and then finally they promise to get back to you
9. They send you a letter stating that they cannot help you and that the local dealership is in the best position to help you. * not a great solution when the first reason you called in is because the Local Dealership ( in this Case Garage Isla Verde) is trying to hustle you out of your money.

Overall I have taken a look and verified some of the New Mercedes Benz Brand Vehicles I have also taken a look at other Brands Such as Acura and by Judging Both I can say I like the outside of most brands. When you go inside of both brands you are going to see a big difference. Mercedes Benz has been trailing most brands in technology features for many years know. When you look at their top of the line versions of vehicles they are sometimes up to par to the regular versions of other brands. There are also other features when comparing by price alone that other Brands Such as Acura have a great lead.

Lately I have heard through my blog of many Mercedes Benz Owners (locally and other areas) who are also having issues with the service not only the Brand is giving but in their local dealerships. Here in Puerto Rico if you Buy an Acura you can get full service during the warranty without cost. At Garage Isla Verde the offer the same when you buy the car. My experience they don’t want to stand by their warranty and always try to charge you extra much less are they interested in standing by other services offered.

Ex. When I bought the Mercedes Benz Pre-Owned Vehicle (from Garage Isla Verde) I was offered free oil changes and maintenance up to 100,000 miles when I went to my first oil change at 18,500 they decided that I had to pay.

I am still waiting on the dealership (Garage Isla Verde) to give me a good reason why they can stand by the same contract and warranty they entered into and offered.

This weakness can be comparable with the outside beauty of a model that has no brains. So when buying a Mercedes Benz I can compare it to having a Trophy Wife with no brains if you go with Mercedes Benz. Going with a brand like Acura or Honda can be similar to having an attractive and brilliant wife.

Tuesday, September 8, 2009

More than Two Weeks or is it a Few Months.

It has been more than two weeks since I heard from Garage Isla Verde. I guess they are sticking to their guns instead of standing by:
• Their Word
• Their Brand
• Their Extended Warranty (Mercedes Benz Pre-Owned)
• And all other promises made when their interest was selling me a car.

I am still moving around in my Japanese Car which never has given me any issues. I really question myself why I bought that Mercedes Benz and from Garage Isla Verde.
It would be great if they finally agreed to fix my car under the original agreement.

Ok but it has been a few months since my car has been fully functional. It has been weeks since it has been in their possession. So even if they fix my car tomorrow I have to take into consideration the following:
• The money spent on rental cars to make up for not having two cars in my household.
• How difficult it is to conduct my business when there is only one car to use and two people that need to get to different locations.
• The list can go on and on with the inconveniences of having a bad dealership and brand which I bought my car from.

Thursday, September 3, 2009

Go Topless or Go Carless.

Today on my way to my client I was able to view an ad of the Local Mercedes Benz Dealership (Garage Isla Verde) which really hit me. The ad stated to go topless including the picture of a convertible which motivated me to share my experience of buying my Mercedes Benz Convertible. When I bought my first, only, and final Mercedes Benz one of the main reasons I bought the car was because It was a hard-top convertible. Days after buying the car I had my first of many issues. The retractable top broke and was not working properly. I remember enjoying my ride and suddenly when I tried to bring the Top down I heard a loud pop. The next 20 minutes where spent trying to make the top close manually so I could continue driving. Little did I know that was one of the first signals that the car I bought would only bring me issues from there on.

When I returned the car to dealership (Garage Isla Verde) it took me a few days to convince them to fix my vehicle which I had bought from them a few weeks earlier. Which was under its original warranty coverage not counting they had also offered me an extended warranty. As always their first approach was trying to charge me for something that was already covered under warranty. I finally convinced them to order the part and waited two weeks to get my car fixed. Finally I had to rent (Spending Money) a car since they supposedly did not have the complimentary vehicle they offered available. After leaving my car to get the part installed and renting a vehicle they called me the next day to tell me that the part Garage Isla Verde had order was incorrect to pick up my car and wait another week or two. To make a long story short it took them a month to get the item fixed and at no moment did I receive an apology or compensation for the extra costs and inconveniences I incurred from all their mistakes. I guess I was expecting for too much since they are never willing to apologize for any mistake or compensate for the many issues that most of the time they create.

My conclusion is if you are thinking of going topless (buying a convertible) think twice if You are going to pick a Mercedes Benz Convertible or any other car from the Garage Isla Verde Dealership because you might end up CARless.

Few Convertible issues I found on the Internet.

Hardtop convertible issues

Problems with Mercedes Benz…

2000 clk 430 convertible opening problems

Monday, August 31, 2009

The Inglorious Bastards - My German Car and The Local Car Dealership

Well I am still waiting for the Local Mercedes Benz Dealership Garage Isla Verde to fulfill their promises and stand by their warranty in the meanwhile. I took some time to go to the movie theater today and watch a movie I choose "The Inglorious Bastards".

I found that similar to Brad Pitt's character my enemy at the moment is a German ( The Mercedes Benz I bought with an extended warranty) and the double agents which I can identify as the local mercedes benz dealership Garage Isla Verde and the Mercedes Benz USA Representatives I have spoken too. Although the movie ended with a great twist that only Quentin Tarantino would have given it. I can only imagine who my battle with the local dealership will end.

For those of you have seen the movie I can only wish that the ending can be similar to mine although looking at it from my standpoint I need my enemy (my car) to get around.

I guess that if we go back to the era where the movie was suppose to have taken place driving and owning a German or Japanese car would have been highly disregarded.

At the moment I reached the movie theater with my Japanese made car which I bought a year before my German car and to this day I have only taken it to get minor maintenance and it is highly reliable.

If only I could find that double agent who is willing to compromise the injustices of the Mercedes Benz Brand and the local dealership (Garage Isla Verde). Although I have to admit that with the stats of people visiting my blog I am establishing some momentum to get what is fair. Making the dealership stand by their warranty.

In the mean time I will go visit my client tomorrow in my reliable Japanese made car.

Sunday, August 30, 2009

Centralizing all Global Mercedes Benz Issues..

While I wait for the Local Mercedes Benz Dealership (Garage Isla Verde - San Juan, PR) to stand by their warranty and other promises. I was browsing the web and found these other dissatisfied customers.

On various calls to Mercedes Benz USA they have communicated openly that they cannot stand behind their brand because the dealership in Puerto Rico is a locally owned business ( to keep a long story short I will not mention the list of excuses provided by the Mercedes Benz US representatives which are short of the hundreds of excuses I have heard from the Local Garage Isla Verde dealership.)

Here are a few more links related to Mercedes Benz overall Customer Service and Quality:

The most curious link I found which should have given me a hint before I bought the car.
My objective is to centralize all issues and experiences from people that do have issues with this brand.

Saturday, August 29, 2009

"Not so Great Offers".. Not So Great Dealership

I have been trying to get off the Mercedes Benz Dealership's mailing list for the last few weeks. I find it extremely interesting on how the Garage Isla Verde Dealership here in Puerto Rico prioritizes their communication with current customers.

I receive offers on overpriced service and items. My experience with the Mercedes Benz Brand overall has been one of extreme disappointment since they have not even met part of what they agreed to fulfill in their warranties and other offerings ( "Which I have in Writing").

And if you think you are paying a premium for great service Garage Isla Verde's service advisors and management will let you know that they know everything and they decide to opt out on whatever is of no benefit to their dealership (Even when they're is an agreement in writing and will negatively affect their customer).

My experiences of poor service on the many occasions I have visited their service center but are not limited to the following:
  • Long Waiting Time (Even when you are required to make an appointment)
  • Tardiness ( If your appointment is at 9am be prepared to wait at least 30 minutes)
  • Excuses (Even when you are right they will look for excuses to make you feel you are wrong)
  • Standing by their product ( If their product is not up to expectation they will make you feel that it was the customers fault)
  • Making you Pay for Extra Services or Warranty Covered Parts and Service
Regarding their parts the local dealership has a monopoly on selling New Mercedes Benz in Puerto Rico therefore they are the only exclusive dealership to sell parts which should make it less expensive since every other provider must use their dealership as an intermediate.
However their pricing and service fees are high and out of reach obligating customers to move over to other providers.

And getting back to the Mailing List for the second occasion they have apologized (The business development manager has not asked for what reason I want to be removed) about not removing me from the list. I wonder how many more requests will it take to have them remove me ( will keep counting and update the blog accordingly).

I think that Garage Isla Verde reflects in all areas how badly they pay attention to detail and how well they handle customer requests. From many stories of dissatisfied customers like mine and just the fact of removing an email from a mailing list.

It would be great if they would email their customers when they are having an issue with a solution but their priority is to keep selling to future customers.

Friday, August 28, 2009

A few Links of the Many Mercedes Benz Failures

Other Unhappy and Ex-Mercedes Benz Customers Outside of Puerto Rico
We want to hear from you especially if you are located in Puerto Rico.

One Week After...

It has been one week since I have been analyzing if I should start this blog and I think now is the time to express my many stories dealing with the Local Mercedes Benz Dealership in Puerto Rico. I am sure many other people have similar issues as I have had since September 2006 when I made a huge mistake of buying a Pre-Owned Mercedes Benz.

I will do my best to recollect all my past experience with the purpose of finding other people who had similar experiences. We also want other people to be aware of the many risks you have with working with this dealership specifically since they are always willing to find an exception to the rules in their favor.

I will speak from experiences and issues I have encountered with just making this dealership fulfill their many promises on the extended warranties they offer.

It has been one week since my Car Broke Down after it had been returned to me by the Service Crew in worst conditions of when I gave it to them. After turning in my car in three ocassions before my warranty expired and never getting most of the issues resolved the local management made a promise of getting the pending items resolved after the warranty expired since they had not fixed my car when they where suppose to.

At the moment My car is sitting at the dealership while they try to squeeze money out of my pocket when they should have fixed the issues under the warranty they promised but decided they would not honor.

I will share my past stories and the outcome of my current issue while I wait of the Dealership to decide if they are keeping my car or keeping their promise.

Please let me know of any other interesting stories I can share here.