NJSSAm I Gammon or Woke ? - I neither know nor care.
2016 Discovery 4 Landmark
2011 Mercedes Benz SL350 (R230)
1973 MG B GT V8 - 3.9L John Eales engine, 5 speed R380 gearbox, since 1975.
1959 MGA roadster - 1.9L Peter Burgess Engine - 5 speed gearbox
Past LRs - Multiple FFRs, Discos & a Series I - some petrol, some diesel,
none Electric or H2 fuel cell - yet.
There are 10 types of people in this world: Those who understand binary, and those who don’t.
22nd Jul 2015 12:20 pm
Fitzy73
Member Since: 09 Feb 2014
Location: Truro
Posts: 2407
Since moving to Cornwall, I do find companies down here are not really up on answering emails very quickly Andy
22nd Jul 2015 12:24 pm
DG Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50979
THE DOCTOR46 wrote:
DG wrote:
What is the source of the poor service complaint though....the fact that they couldn't fit him in or the rude telephonist?
...... This lot didn't even ask anyone or give a toss if it was looked at or not.
Playing the devil... it is feasible that they had a solid diary and even that they had a number people request similar adhoc assistance .....though overall it does seem unrealistic for them not to have been able to find you a slot during a week.
Nevertheless talking nicely and being more helpful to punters on the phone even when you are giving bad news should be the norm. Maybe suggest to the MD that if they have a recording of the conversation then perhaps they could use it as an example of how to your customers off.21 year LR veteran > D2 GS 2003 > D3 S 2006 > D3 HSE 2009 > D4 HSE 2013 > D4 HSE 2015 > D5 HSE 2018 > DS HSE R-Dynamic P300e 2021
22nd Jul 2015 12:39 pm
J@mes
Member Since: 10 Nov 2008
Location: Bomber County
Posts: 4547
No RAC/ AA cover? Surely you could have rung them and they would either come to you and have a look or come and take you to a suitable garage?
I expect any garage would do, it's an electronic handbrake system. Loads of cars have them now so they are not new or specific to LR.
Maybe service desk lady was riding the cotton mouse? 2014 D4 XS
2005 D3 SE - Gone
22nd Jul 2015 3:05 pm
THE DOCTOR46
Member Since: 21 Feb 2010
Location: Yorkshire
Posts: 624
AA came out and that's what we did.
BUT Carrs still couldn't do anything so AA suggestion was they will carry her home.
But that would be ten hours plus in a wagon with a 12 week old and a 3 year old.. If you haven't kids your wouldn't understand but that wasn't an option.
But AA were very helpful and between me and them we sorted it we were confident I could drive home steadily and kept stopping to check heat issues. Non of this takes away the fact that a main dealer wasn't even willing to help in a single way or be nice.
22nd Jul 2015 3:10 pm
adam
Member Since: 20 Sep 2005
Location: Home and Happy
Posts: 6917
[quote="
Maybe service desk lady was riding the cotton mouse? [/quote]
Back on topic, I travel about a lot, though touch wood, haven't needed to use any dealer in an emergency situation for a long time, but in the past I've always been treated as a priority for an out of area driver, not LR Dealers though.
22nd Jul 2015 3:28 pm
THE DOCTOR46
Member Since: 21 Feb 2010
Location: Yorkshire
Posts: 624
That was roughly my quote to the Wife after the phone call
adam wrote:
[quote="
Maybe service desk lady was riding the cotton mouse?
[/quote]
22nd Jul 2015 3:34 pm
mortenmol
Member Since: 17 Oct 2013
Location: Copenhagen
Posts: 198
My father has bought his fair share of Mercs from our local dealer, and we always get top notch service.
The two times I have needed a slot in a workshop away from home, I have called the head mechanic in our local shop, and he has then called the nearby Mercedes dealer and informed them to find time for me, and they have also settled the bill internally, and sent it to the company. Both times they have temporarily fixed my car so I could drive on.
So if you have a good relationship with your local dealer, have them phone the dealer, it shouldn't be necessary, but it works 2007 D3 2.7 SE Automatic
23rd Jul 2015 8:14 am
THE DOCTOR46
Member Since: 21 Feb 2010
Location: Yorkshire
Posts: 624
I suggest this, as having managed SMEs I always encouraged people complaining to me if other staff were not performing, knowledge is power!
Also of course by emailing you have a record of what was said, and when it was said.
Good luck.
NJSSAm I Gammon or Woke ? - I neither know nor care.
2016 Discovery 4 Landmark
2011 Mercedes Benz SL350 (R230)
1973 MG B GT V8 - 3.9L John Eales engine, 5 speed R380 gearbox, since 1975.
1959 MGA roadster - 1.9L Peter Burgess Engine - 5 speed gearbox
Past LRs - Multiple FFRs, Discos & a Series I - some petrol, some diesel,
none Electric or H2 fuel cell - yet.
There are 10 types of people in this world: Those who understand binary, and those who don’t.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
your customers off.
