Mercedes-Benz UK レビュー 

After very terrible after-sales service experience Mercedes-Benz in Reading branch and feeling a need to write a review, am not surprised how poorly the review of this company has got as this company's service is just awful. The Branch Manager in Reading Ian Straw is in charge of after-sales service, and refused to repair under warranty for a car just purchased within six months, where the car had a shattered rear window on its own due to poor manufacturing quality. Many photos and video were provided to show that the car had the cracks on its own, without being smashed, not being hit & run, and not being crashed. The company just tried to get away and did not treat the customers fairly.
Rasied the complaint to the complaint department while you have to call everyday just to follow up, and the complaint process just did nothing. The CEO Olivier Reppert fails to his customers and fails to manage the company with such awful after-sales service. No trust can be placed on him, nor to this company.

Mercedes Benz has sent me 2 emails and a posted letter, offering me extended warranty for my GLA. When I phoned up to get a price, I was them told my car was too old. Why are they writing to me, when they know how old my car is and wasting my time? Typical of Mercedes, just too lazy to check the detail

I dealt with Mercedes Benz Heathrow, the behaviour of the staff is not polite and not efficient at all, the customer service is awful,
after waiting 8 hours for my car, they said your car needs a new tyres and we don't have it, you have to book another appointment, the receptionist gave me the key without looking at my face and without saying sorry to keep you waiting.
no body their offer me even a cup of water and they did not let me use the coffee machine,
I get disgusted from their manner

I have a Mercedes Cabriolet. The engine diagnostics light came on over 2 weeks since when I have tired to have the car booked in for attention at the Stratstone dealers in Glasgow. Not one call has been returned from either dealership despite repeated attempts. I have emailed Stratstone UK—-no response. I then called Mercedes UK who did answer the phone noted my details and promised a response. A week later —not a squeak.
On this experience should anyone every buy a Maercedes?

Purchased a Mercedes and had to request copy of the service history. Sent in all docs, photo of registration, driving licence and passport. Received a reply saying all received can I confirm my address(it was on all docs sent) and phone number. Emailed that to them, then got a reply, please send supporting docs registration 2 copies of identification. Sent back adding the previous email saying just need address and phone number, now just received another email asking for all docs. Out of pure frustration I emailed everything. I am in the process of contacting my doctor to have a blood test just in case they ask for dna evidence next. Strongly advise get history from previous owner if you can, sadly I could not.

I bought a car from syntner Milton Keynes last dec 2022, I drove car home to glasgow , when I got home amber eml came on , I paid 17,000 for car with full service history meant to be ,and mb approved used warranty, I could not get car booked into my glasgow till 19th jan , was told it needed 2 nox sensors , and would need to wait for them to come , had to wait till mar , they covered them with warranty ,was told by syntner they would honour my 30 day warranty , then told me in March they could only give me market value ,which was well below the 17,000 I paid 3 months prior , car was off the road most of the 3 months as I was too scared to drive it in case it broke down , complained to mb uk ,weren’t interested , then in dec 23 just before warranty ran out eml came on again , booked into mb glasgow , they couldn’t book car in till warranty ran out ,but if covered in warranty ,it would be fixed, they then told me it was a broken wire at bottom of ad blue tank , I couldn’t put ad blue in car ,wanted 400 to fix wire and re test , I complained to mb uk and syntner Milton Keynes , not interested , mb uk contacted me before warranty ran out to renew it at 500 pounds ,when they won’t honour the old warranty ,seriously . I took car to an independent garage ,who done a trace on the wire ,said wire was fine ,it needed an ad blue tank ,pump,and sensor , it was crystallised , that’s why I couldn’t put ad blue in , said they have fixed lots of c class with this common fault , over 3000 to fix , mb said it was a wire to get out of paying warranty for an ad blue fault which is a common fault on all models , a total disgrace , I will need to get money to get repair done and sell car ,which I will be lucky if I get half what I paid for it , I should have kept my focus st line , c class sports premium plus a heap of junk. Never buy a mb again .

I was very happy to take possession of my new Mercedes Benz EQA 250+ a few months ago. But, this is where the happiness ends.
On 12/12/23, the car failed on the motorway while overtaking a lorry at 65 mph when the screen lit up telling there was a malfunction and to stop, immediately. When an electric car wants to stop, it stops very quickly. I had to swerve across the path of the lorry, as I was in the fast lane. The collision detection system going crazy. and the lorry driver's horn and lights blaring at me. I could not stop in the fast lane as the motorway was busy and only two lanes, it could have caused a major accident. I only just got across to the hard shoulder and no more. The car came to a halt very quickly. I was very shocked and shaken. Sixty-five to zero very quickly, not nice.
I pressed the emergency button and got a very nice lady who explained that this button was only for accidents or emergencies and transferred me to MercedesMe. The call was answered and logged and they told me I was a priority and I should stand out of my vehicle and wait behind the barrier. Help would be with me shortly. No barrier, raining, cold, and dark. With cars, vans, and lorries whizzing past inches from the car.
No one came for over 4 hours, despite multiple calls for help, lines busy, and waiting on the phone. The car battery was saying that it was getting low and the lights kept turning off. Hazards kept going. No other lights apart from the now low volume of traffic. When the chap did arrive, he apologized and told me to get into my car and to stay there and try to get warm. He had positioned his van so that it was shielding the MB. He checked the car and said there was nothing he could do for the car and would have to call out a flatbed truck to get me off the motorway. I think he could see from my look as he said he was not going anywhere until the car was on the flatbed truck.
The flatbed arrived about 2115, nearly 5 hours after the initial call to say I had broken down. They had problems getting the EQA on the flatbed as they could not release the handbrake due to the low voltage in the car. Once on the tuck, he took me to his storage depot and ordered me a taxi. I got home after 6 hours and had to pay for my own taxi, though according to mb Customer Experience at rac.co.uk, it is within my scheme entitlement?? Eating my dinner at 2230. Six hours to get 20 miles!!
The next day, I got a loan car, promised for 0900, so I could go to work, received after 1600.
I logged a call with MB customer complaints on 13/12/23. I have had one reply with the complaint number and to confirm some details on 15/12/23, which I did. No reply or confirmation or contact since from Mercedes-Benz customer services. Nothing from Arnold Clarks, Head of Business, General Sales Manager, Sales Manager, Aftersales Manager or CEO.

A poor response does not cover it. The dealer Arnold Clark, Grangemouth told me I need to speak with Mercedes Benz, as they are just the repairer. I don’t want this car back, but I am not given any other options. Wish I had never bought this car, I don’t trust it anymore. And I will be holding Mercedes Benz and Arnold Clark responsible for any other failures with this car!

I have owned and run 7 Mercedes Benz but have changed my car to a Porsche (not much better from a care front) and will not when the time comes next year replace my wife's Mercedes with another Merc. Why? The cars are preety good - its the misearably useless central booking system in Newcastle and the 3 local Merc garages service depts that have been diabolical. I wont run through the catalogue of shame but give you a sample. Ndewcastle tried to book an EQA (Electric) in for service and when I queried the actual work it included an oil change and replacement spark plugs. Broken coil in an AMG when the plugs were replaced by the dealer and then car let me down within 30 miles. Dealer giving me the wrong invoice for a service on an identical car at a lower price but with a wrong number plate. 3 times I said it was wrong and the stroppy girl would not change it !! Recalling the car in for a safety recal (had to wait 2 weeks for an appointment) - then when the car did go in for 2 days they asked me to come and collect and when I got there they asked me to book it in again (at my expense and time) to replace they faulty part as they didn't have it in stock! Then said oh - the car probably wont catch fire! Calling one time and asking to speak to the dealer - seven hang ups and being passed round the country from dealer to dealer and to Newcastle until I spoke to the dealer - was agreed to bring the car in on a certain date - when I got there - no record of me being booked in. Asked for a quote to change my wifes car in September all details given they looked around the car as they had it for the day. Salesperson gone when I returned later in the day, never got a call back - called 3 times and left messages with Mercedes Ascot - got no call not anything. Can't eve buy a car they are so inept!! Now being harrassed on a weekly basis and despite telling them to take my name and cars of the database by cold callers from Newcastle trying desparately to sell Service Plans!

I have purchased two Mercedes approved used cars this year. An "E" Class Cabriolet for £26,000 and an "A" Class for £22,000. Whilst I'm pleased with the cars, the after sales customer service from LSH Autos in Solihull and Lookers in Canterbury has been lamentable. Lookers supplied me with a car without a manual and have failed to send a replacement copy despite promising to do so and LSH Autos supplied me with a car with locking wheel-nuts but without a removal adaptor which left me if a most awkward position by the side of the road with dual pot-hole punctures and unable to remove the wheels. Lookers now say they can't order a replacement manual and LSH say I've got to pay £40 for a new set of locking wheel-nuts which they should have supplied. What on earth are these dealers playing at? What incentive do I have to deal with either of them ever again? And consider the insidious reputational and brand damage when I tell my friends and colleagues about the poor after sales customer service treatment that Mercedes give? This really is very short-sighted and you expect far better from a Mercedes dealer.

WARNING, WARNING, WARNING!!!!!!
Absolutely Disgraceful and Disgusting service and treatment, bordering on contempt!!!..... Customer Service and Aftersales Service Me Hole….

I have been a customer of Mercedes for over 30 years and have purchased many new cars from them over that period. I always assumed they were professional and honorable in what they did and the products they sold.

However, based on my latest purchase, I am sick to the stomach of being fobbed off, ignored and driving rental cars!!

I purchased a new Mercedes GLC in June 2023 (£ 68,000 paid in full), had It for 2 days and numerous Fault issue came up. Agnew’s collected it and returned it the following week. A day later, the same issue arose again. Again, car returned and hire car given, this time for several weeks.
Over the last couple of months, I have been driving hire cars provided while they have been trying to resolve the issues with my vehicle. I have been fobbed off and told to complain to MB in Maastricht, which I did on several occasions. Again, a brick wall. They can’t comment etc!!
Two weeks ago, I was told by their Aftersales team, that they could not resolve the issue and were working to either refund me the money or locate a replacement new vehicle. I had a look myself and could not see any similar spec (AMG Premium Plus) vehicles available in UK, but did notice that the retail price dropped circa £ 3K for the same car in as many months????? At least it was progress.
I then received a call this week and was told that “because the fault is not safety related” the car can still be driven and they do not need to replace or offer refund!
So, I am stuck with a vehicle that I am confident would not pass an MOT with the fault notification reading in the dashboard and a car I have NO faith in. I have lost all faith in Mercedes, Agnew’s and their team. They are a disgrace and should be ashamed.
I do not want to get the same generic reply that they seem to post on all of the terrible reviews . Agnew’s are already aware of it, the Mercedes HQ in Maastricht are aware of it and clearly don’t give a crap!
I am NEVER purchasing a Mercedes or Agnew Group Vehicle and suggest you do the same!

Date of experience: 10 October 2023