DealersEdge Professional Forums

Did anyone get to see the video on www.break.com of the Mercedes dealer and the moonroof repair-that was brutal. Not the best kind of press that you want.
I am sure we have all been in a similiar type of situation before where the customer feels we missed diagnosed the vehicle.

I wonder how everyone else would have handled this situation?

I, personally, would have apologized and told the customer that a full investigation would occur and that I would follow up with him and let him know of the outcome.I think I would have conveyed to the customer that I was just as upset as he was.

I just like to hear how some of you folks would have responded.

Every tech and advisor should be required to watch this.

The advisor should have apologized all over the place and refunded the diagnosis charges. Damage control is everything at this point so as to differentiate between a mistake and an intentional rip-off attempt. The customer, naturally, assumes the latter.

Cheers
DD

I saw it too and thinking of using it because in a large respect it is so real world to issues we face. I am sure that this must be a common enough problem with the vehicle that on this day the tech got busy and shortchanged the actual diag and just gave the estimate on the likely problem. I would hope had they ordered the module, when the tech was installing it - he would found the rock and just charged the removal.

I think damage control is beyond the ability of saving this customer.

It might be a great training video to show your techs about (1) the importance of being positive on your diagnosis when it is of this magnitude and (2) what advisors have to deal with everyday.

The unfortunate thing for everyone is Break tagged it as "dealership rips you off" and then has a dozen pages of people saying what cheats dealerships are.

As a side - the guy is clearly full of himself. I am sure he has never made a mistake, never upset a client, and is perfect in everyway. How come from his demeanor in the video I have this feeling that there is a trial of miserable people in his wake. And from his reference example, what kind of attorney and accountant charges less than $100/hour