Mercedes-Benz Disappointed With Average Customer Satisfaction Scores - Promises Improvement

MB customers are growing tired of all the little things that go wrong. The dealers would love more attention to excellence at the factory I'm certain.

My local MB dealer is absolutely the worst. Refused to give me a part number for my car because some people used them to buy aftermarket??? I was trying to compare suspension part numbers to determine if there was any difference between the Sport and Lux Agility Suspensions.

My second C class was the last Merc I'll own, mostly thanks to the dealers being utterly useless. It was a good car, and after some berk ploughed into the side of me at highway speed I'll always be thankful of Mercedes' tank like build quality of the time. After they pulled me out of the ditch I was convinced it would be a write-off, but Mercedes took it back and 'fixed'/had it 'fixed'. After 6 months of various problems and niggles with the car, and the dealer basically washing their hands of it, the final straw came when they charged me for a new locking wheel nut key during a service when THEY lost the original one! Good cars though, and I do like the latest CLA, C and E quite a bit.

I've not had any problems with my local Audi dealer aside from a misunderstanding regarding the 5 spoke rotor wheel fitment! They always seem to make the effort. And of my two local BMW dealers, one is awful, and one is fantastic.

I've heard of plenty of really good dealership experiences with Mercedes, so maybe just a change in dealership may be what you need. My Mom's been going to the same dealership for over 30 years and rarely has a complaint with anything. And TRUST ME, my Mom complains about alot.haha.

But I will admit. My experiences at both Audi and Lexus dealerships, and even Acura, have been nothing but stellar.

I have owned 6 mercedes in the past 10 years - a 2000 ML320 (fantastic vehicle - I think it could drive UP a cliff if necessary); a 2001 S430 (not the greatest quality-wise); a 2008 S550(excellent - just traded); a 2010 ML350 gas (lousy quality-wise); a 2013 GL350 Bluetec (phenominal - 27MPG highway for a 6,000 lb SUV, wonderful ride); and a 2012 S550 (excellent so far).

I have ALWAYS experienced excellent service at our NY area dealers - Mercedes Benz of Manhattan (company-owned dealer) and Mercedes Benz of Southampton (independent dealer). I also bought my recent S550 at Euromotors Devon in PA and had an excellent experience.

I feel Mercedes is very consistently excellent from a customer experience standpoint. Their newly redesigned dealership sites are also very nicely done.

In contrast, I also have a BMW M3 cab and the service in both Manhattan and Southampton, NY was nowhere near as good as the Mercedes service.

As you move down market plus increase lease incentives to move product your service levels decline and your premium buyers becomes more dissatisfied. The guy buying a $140K S Coupe or $250K SLS expects some exclusivity and a level of service beyond waiting to check in for service or get a salesman's attention behind some kid with his hat turned sideways, tattoos and a bandana on a $300 a month lease.I don't mean to offend anyone its just the way it is...

watch out or Adam Silver will ban you for life.