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.

No comments:

Post a Comment