June 2008 Archives
After 3 days with no contact from anyone (? - why wouldn't they give me updates?), I got a call from the Montvale NJ Customer Service folks (Patricia Rosatto - 201 573 - 0600 x78737) to tell me my car was ready. When I asked why no one had contacted me, as I was in distress that they were doing nothing unless I paid them more money (last I heard, and with no call back from dealership owner Harvey Dyer after he took initial data from me the week prior), she replied that she had been in contact during the repairs (really??? Cool! News to me!? Why didn't they tell me they were working on it and alleviate the stress?), and they had wanted to wait until it was done to contact me. Great customer service. In any event, she said they fixed the car and they were absorbing the cost (as well they should) but they couldn't guarantee that the problem (or others) wouldn't happen again. Great.
I originally attempted to speak with the customer service department at the Mercedes Benz Headquarters in Montvale NJ. All I ended up getting was a company mouth (Mariano) who would only refer back to the dealership and would do nothing on my behalf (his words) because they were an autonomous franchise and didn't answer to anyone in Headquarters (?!). Not to mention that he refused to hand me over to a supervisor as "Supervisors aren't allowed to take calls from customers (amazing)."
I then called my dealership and spoke with the owner, Harvey Dyer, who said nothing while I railed on about my problem. He ended the call by saying "I'll look into it" and hung up. That was the last time I heard from Harvey. I guess if he hires the sort of people here in Austin that would say/do what is being done, he must have the same outlook: money first, customer last ,and no need to speak with an unhappy customer.
Folks: do NOT buy a car from this dealership.
