Gulperi N

Disappointing Service Experience

Disappointing Service Experience at Mercedes-Benz Colindale - Poor Communication and Delays Dear Mercedes-Benz Colindale Service Team, To start, I brought my car in due to the door not opening from the inside. I booked an appointment two weeks in advance and dropped it off for repairs, which you estimated might take a couple of days—perfectly acceptable to me. However, issues arose immediately after. On Monday afternoon, I received a text stating, “Your vehicle should be ready for collection tomorrow.” After four days without my car, I was relieved and began planning my 1-hour-20-minute journey by train and bus from my home for the following day (for Tuesday morning) Just as I was about to leave in the following day on Tuesday. A text arrived: “You can collect tomorrow.” I was shocked by this last-minute delay with no prior warning, phone call, or explanation. I replied expressing my deep disappointment and surprise at such poor service from a premium brand like Mercedes. A few hours after my reply the lady who wrote the last minute message said the message must of arrived incorrectly to me and that there has been a misunderstanding and that my car was ready for collection. After getting surprised again, I had to cancel my plans for today and made my way over to Mercedes Colindale for collection. I also had to wait another 40 minutes at the store for no apparent reason, and also the lady who I left the key to didn’t even bother bringing back my key. It was the receptionist who had to keep going back and forward trying to help me. While the repairs and service were all completed, the car wasn’t even washed—a basic oversight. If I could rate this experience, it would be 2 out of 10 stars. I hope this feedback helps improve your processes for other customers at least. Regards, G Nurhakli & M Nurhakli