No "premium brand experience" as per Anders Heden
Anders Heden says that they provide a "premium brand experience" at their dealerships, if they where an airline they their service would not even be for "economy".
We have 2 cars both serviced at Heden Bil two different places, bot where catastrophic!
We had our Mercedes serviced at their dealership in Malmö where we agreed on one lower (fair price) price, but serveral times I was told a higher price without the fair price discount and I had to prove from the confirmation they sendt me on SMS.
-They changed the oil in the diff, even though I only asked and never confirmed this, I got this for free due to their mistake - reason they did not read page 2 where it stood, that it should not be done.
- Upon servicing the car they had not the OEM engine air filters, even though they had several weeks to get it, I was told to come again - first reason was that the OEM air filter was on back order, they have ordered new aftermarket ones (without my accept), I later got confirmed that I was misinformed, and that it was the original filter they have ordered - reason for not getting the filter in time, was somehow a mystery, they could not explain why they had not notified me about this issue, and that is my call to make the service without or rebooking when it had arrived.
- They did not even bother to fill in my servicebook, and said that I should come again another day.
- I requested and A/C service fill up, but somehow the would not do it (or they did everything they could not to do this service, why? I don't know), I was told if it cools it is fine. If they do a leak test and it does not leak, it does not need to be filled up. If it does leak they must find the leak.
The car service was finished early, upon calling I was told the car A/C service would be done 4 hours later.
4 and 5 hours pas and their closing time is nearing, and I had heard nothing back. I call them and I am told that the A/C service had not been done, they have forgot about it. They just did a pressure test which it passed and therefore according to them, it had no leak - I was not feeling confident at all!
I was surprised how many things at once they can not do correctly, they ended just pressure testing it because all the workers had gone home but they found someone to do it.
I was a bit annoyed, just do the A/C service as I have requested, I will pay what is costs, but they kept giving me the above excuses.
I got a discount on the first agreed price, but I would rather have had the things done right!
Update on the A/C service, I had another independent shop do the A/C service, and is has leaked over 200 grams of A/C fluid, and Mercedes told me all of the above excuses, could you believe it?
The independent shop told me all systems leak, due to no system is 100% sealed. It passed the pressure test and it had over 200 grams missing, which they said was pretty normal eventhough it passed the pressure test eventhough it does not have"real"leak.
They refilled it, I was happy, I paid and left.
I got to fill out a survey after this, where I was honest, but no one from Mercedes has bothered to get back to me, it seems that they just don't take anything seriously and or don't care at all.
Our second car a KIA went in for its first service, pretty simple one should think, think again.
After I got the car back from the oil and filter change, me and my dad noticed some "fluids" in front of our garage where the car was parked. My dad told me it looks and feels like oil, I agreed.
I chose to check the dipstick, and to my surprise, it showed only 50% level, and it has just been to service. I called the dealer immediately, and the assured me that's it was safe to drive back to them.
I bring the car to them, I get the car back, no one bother to explain what was wrong, I had to ask. I was told that upon removing the old oil filter, they had forgot to remove the old rubber ring, so it had the new and the old one compressed and it therefore leaked heavily.
- It could had costed them a new car or engine, first no one bother getting back to me when I complained, but then I got someone higher up, saying that I was 100% right, and thanks for this, I got offered 2 new wiper blade and or a free pickup next time the car was due to service.
Think their offer was good, but again I would rather they just did not make the mistake with the oil filter, even me and my dad knows you should remove the old rubber ring, but they "forgot"
So again this is so far from Anders Hedins claim that they have a "premium brand experience" at their dealerships is so far from the actual truth that it makes his statement a bit of a joke and that he has no idea what he is talking about.
I know what premium service is, at this is not even close!
1. juli 2024
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