Hello everyone and welcome to another Blog posted by Richard A. Browne CEO/Founder of Synergy Fixed Operations Training/Consulting and Technologies. I want to talk today about a experience that I personally had with 2 Mercedes Benz dealerships fixed operations departments in Pa/De TODAY!
Issue #1. My beautiful mother is a highline customer and has been for over 25yrs. She was a loyalBMWcustomer for years, In 2008 I convinced her to try something new. She went and purchased a brand new "E" class with all the bells and whistles. I was fought from day one, compared everything to BMW, from there pick up and delivery to there maintance programs. I told her be rest assured that Mercedes Benz and there strong convictions to customer service they would be stellar. Well I was very wrong. Her first experience with the dealership she arrives and the service consultant doesnt know why she is there, nor did the loaner car department, WOW!!! Not a great first impression. They had admitted and past blame to one another for a period of time then finally realized they needed to take care of the customer. Mind you this is a 1st visit! Finally they "Took Her Order" and said they would call her when it was completed. They called her mid day and stated there was a few warranty issues they where resolving and the she needed a BRAKE FLUID FLUSH!!! and if she chose not to do this MERCEDES BENZ REQUIRED SERVICE, it may void her warranty..(Scare Tactics).
Aain my mother did not phone me prior to bringing her vehicle in. She ok'd all there reccomendations as she wanted to do what Mercedes benz wanted so as her warranty doesn't become voided. Now she leave Mercedes Benz Of Wilmington with a $500.00 bill for a "B" service and brake fluid flush...shame on you Mercedes Benzof Wilmington for taking advantage of a woman and utiliazing scare tactics. SOUNDS LIKE ANOTHER DEALER THAT NEEDS SYNERGY FIXED OPERATIONS TRAINING/CONSULTING AND TECHNOLOGIES!!! MY OWN MOTHER!!
Issue #2. A very close to friend of mine has his 2008 GL450 in for service at Mercedes Of Fort Washington. He called me and asked if I wouldnt mind being conferenced in on the call as the service consultant wasnt very clear in what he was trying to sell. My friend was told his vehicle needed pads and rotors on the front and back along with a service and the Bill would be $1550.00. This is when I was asked to be on the call. I was introduced into the conversation and asked the service consultant at Mercedes Benz Of Fort Washington what the vehicle "Really Needed" He stated well now he rechecked with his technician, that the rear rotors could be reused. Hmmmmmm why didnt he mention that the first time on the initial sale? In the state of Pa. there is inspection which is done at independent dealers, hence they capture you and utiliaze the "If you want your vehicle to pass inspection" routine. Once again scare tactic to create a inflated service bill. Now Iam intrigued by this "Man" that is the conversation stated to me I have been doing this for years and I know what Iam talking about. Wow...is that how you build a relationship/trust/integrity. At this point he begins to back pedal and offering discounts of 10% for the trouble. At this point in the conversation I say to my friend, which by the way is the CEO of one of the largest automotive internet training/consulting and technologies company in the U.S. what do you want to do. He asked me if it is worth it to have the vehicle taken care of there today. Well at this point we are both laughing so hard as we shared 2 Mercedes Dealership stories in one day. Myself being apart of both. He opted to have it done as the inspection had expired. Nothing like feeling violated by a UNTRAINED/UNMANAGED...NO PROCESS ORGANIZATION.
SHAME ON YOU MERCEDES BENZ OF WILMINGTON
SHAME ON YOU MERCEDES BENZ OF FORT WASHINGTON
In a round about way you where mystery shopped and failed. I suggest that both these organization attend NADA and seek some help. My friend and I would be more than glad to offer our services. Mind you we are car guys that are nationally recognized trainers and consultants in what these people where doing. They did everything we teach our clients NOT to do. Lie, cheat..mislead..scare tactics..and thats there road to there sales...hmmmm scary isn't. TRUE STORY!
Richard A. Browne
Synergy Fixed Operations Training/Consulting and Technologies
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