Winding down the last 6 months of a 4 year lease on my 2000 E430 Sport, I
must say this has been the finest car I've ever owned. Aside from great
performance, to date it's only had 3 warranty claims, all for items the
dealers broke themselves while the car was either being made ready or in for
service. Which leads me to the other point. I've had consistently bad
service on the car since new and must contend MBs dealer body has lost the
edge. BTW, this car was provided by MB as a replacement back in early 2000
after the dealer wrecked my '98 TWICE while it was in for service. I won't
lease another MB simply because of this poor service record.
I think it's not the service that's lousy, but the incompetence... I guess
this is a case of where technology has out-paced training on repairing that
technology when it breaks...
No, in the case of MB it's pretty obvious they did not have a proper
strategy in place to match service capacity to their sales growth targets.
That plus their quality has slipped significantly in recent years, putting
even more stress on their service delivery capabilities.
All of the shops I've dealt with over the last 6 years of MB ownership have
had long waiting lists for even basic service. MB tried to manage this issue
back in '98 by simply getting their dealers to provide exclusive facilities
if they wanted the ML, obviously this wasn't enough.
I've personally had no experience with Infiniti service since almost nobody
I know has one. However the one person I know that does have one tells me a
similar story, that their service center is far beyond what you would expect
in terms of friendliness, convince, etc. It almost makes me want to buy one
and with the power in the Q45 I might check them out although I doubt I'll
sacrifice my love of Mercedes and BMW for one.
I've been a Merceds owner with 2 cars in last 5 years & I must admit the
service from the dealers has been shocking....I've had my CLK320 into the
Dealers twice since I had it ...The first time for new Alloys ( the Dealer
Trashed all 4 tried to disclaim any fault & had to have the wheels
refurbished once I contacted Mercedes UK HQ.
The Other for a B Service only to find afterwards the car had developed an
oil leak from the rear Diff....Fault ...two much oil in Rear Diff....If they
can't tackle simple problems what chance have they with anything major.
I have MB E430 2000. 4 Matic. The car had a few minor problems in the
beginning with computer controlled
programs, such as faulty indication of engine trouble. I have to sent it
back to Helmes Brothers of MB dealer in Bayside, Queens to fix the problem,
and it took three visits. At the third time they said "You are lucky that
we finally found the problem. What should I do if I am unlucky, and let the
car malfunctioning all the way? Whenever I asked either for A or B
services, request for an appointment usually will take at least a few weeks
in advance. Even for a simple oil change. I am wondering how MB will let
their dealer get away with .such an under capacity maintenance services.
Unfortunately, it seems MB dealer service in the USA is overbooked,
understaffed and lacking in quality assurance processes. Since 1997 my 3
W210s have been serviced by seven different dealers in NJ, FL, CO, NM and AZ
and not one has provided consistent quality service. If I'd presented them
with difficult problems to solve this might be understandable, but the
problems have always occurred AFTER the vehicle was brought in for simple
maintenance services, etc.
My most recent experience last week was more of the same. All I wanted was a
simple "A" service and a wiper blade change. After I got the car back, a day
later the "low coolant" light came on suddenly. Back it went to the dealer,
where I found green fluid all over the engine compartment. It turned not to
be coolant as I'd suspected, but oil the tech had spilled all over the front
of the engine and didn't clean it up properly. The fan did it's job and
threw it everywhere. I still don't know why the coolant light came on, but
they "topped it up". Now the best part, they charged me for the wiper blade
but never put it on, the blade smears all over and has been further damaged
by the oil that got on the windscreen from the fan, etc.
In short MB service is horrid. When the lease is up in 4 months MB has lost
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