Fuel for Thought
A great service experience
The Tuesday after Memorial Day we brought our van into Mercedes Benz of St. Clair Shores, MI to have some routine maintence done. We were in to have our air conditioning checked, and a transmission flush, in order to stay in compliance with the warranty on the transmission. From the moment that we walked in the door we were utterly impressed with the service and kindness of all of those who worked at the dealership. Even though we were in our van they treated us as if we were driving a $100,000 car. While we were waiting for the work to be done we were in the customer lounge, which consisted of four areas, a personal business center in which you could plug in your laptop and use their wifi, a public business center in which you could use their computers, a tv lounge area, a special childrens area with plenty of toys and books, and the VIP Lounge. After about an hour of waiting the service writer came and found us and informed us that the tech would like to speak with us. At that point we knew that it wasn't going to be good. While doing the flush there was an issue that was found.
We then rented a car and were off for the week. We spent the week doing things at home. We picked the van up Saturday around noon, and headed home. After 27 miles we had an issue with the van, so again we were still out of service and knew that we were headed back to the dealership on Monday. We arrived at the dealership, and when they saw us pull up they were concerned. They pulled the van back and diagnosed the problem. The problem had absolutely NOTHING to do with what was done at the dealership. They were more than wonderful once again. They understand that we are not making money while we are sitting and the tech that was working on the job said that he would make sure he stayed late until it was done to ensure that he can get us back on the road again. That put us at ease a bit, for the situation at hand.
The little things that had happened while we were at the dealership were also part of what made it such a great experience. Here are a few of them. While walking through the service advisor area to go smoke, the service advisor heard me say that my phone was dying and he gave me his charger to take to the lounge to use. When it was time for lunch they took us to the restaurant and gave us a number to call when we were done and they would come back and pick us up, even though we were only a half mile away. They offer coffee, tea, water, soda, and even juice for children, as well as small snacks. All of the salesmen that had seen us sitting there waiting had come over and talked to us to ask us about our business. Not to mention the ladies who walk around making sure that everyone has everything that they need. I was very comfortable there, and I am comfortable having work done at this dealership. The time that the tech had taken talking to Nick and I about the repairs had just enhanced the experience.
This goes to show that the Expediters Online University workshops pay off in more than one way. Had the salesman not been there and taken the time to talk to us, honesty we probably would have never gone to the dealership, as our last experience with a Mercedes dealer was bad. Now they have earned our business for the rest of the time that we have the van, and we will gladly drive the extra 20 miles to give them our business.
http://www.mercedesbenzofstclairshores.com/
Jenny Marcu
Leased to Load1
2006 Sprinter