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