Another Positive Service Experience - 2012 Mercedes-Benz SLS AMG Roadster Long-Term Road Test
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2012 Mercedes-Benz SLS AMG Roadster Long-Term Road Test

2012 Mercedes-Benz SLS: Another Positive Service Experience

April 22, 2013

2012 Mercedes-Benz SLS

So the convertible top on our 2012 Mercedes-Benz SLS is broken. Travis detailed the initial problem. And Josh showed you the pieces. We called on the dealer to put it back together.

When the SLS pulled into the service drive at W.I. Simonson Mercedes in Santa Monica, they were expecting us. We went to the same advisor, Stan, who we liked our last time at Simonson. He wrote up our paperwork. During the process he was candid, "Chances are that we won't get to look at your car until Wednesday." It was Monday afternoon. He added, "I'll try to get someone on it as soon as possible. And I will call you with updates as I have them." Frankly, we were in no rush. This scenario was okay by us. But we see how other SLS owners could find this response unacceptable.

As promised, Stan called the next day. "I have a tech available to look at your car later today. I'll call tomorrow with an update." Wednesday was another phone call, "Hi Mike, we ordered the parts. They should arrive tomorrow. I hope to have them installed late tomorrow or Friday. I'll keep you updated." The Thursday phone call had bad news, "We need to order another part. But I'm still hoping to finish Friday." Late Friday our phone rang again, "Your car is ready. All work was covered under warranty."

We couldn't pick it up until after the weekend. So the poor SLS sat parked for a couple of days. No big deal there. The big deal was Stan, again. In my days I've driven through well over a thousand dealer service driveways. I cannot remember an advisor that told me he would call with an update and then called with the update before I dialed him. Even if it was bad news, I heard about it. Aside from having to wait for him when we dropped off the car, this is what every service experience should be like.

Mike Schmidt, Vehicle Testing Manager @ 21,015 miles


Comments

  • legacygt legacygt Posts:

    When it's part of your job to take cars in for service and then blog about it, I guess you can type the words "another positive service experience." But when your job is something else, and you start having multiple service experiences with the same car, they stop being "positive" very quickly.

  • markk132 markk132 Posts:

    I'm gonna go out on a limb and guess that Stan knows this is an Edmunds car, and knows that you're gonna blog about the experience, and tries extra hard when he sees your car.

  • duck87 duck87 Posts:

    @markk132: That may be true, yet we've seen with Edmunds that there are a lot of really crappy dealer experiences still. Which either means they don't know that they're dealing with Edmunds vehicles, or they're so terrible they still don't care even when

  • fordson1 fordson1 Posts:

    Good that the service writer was conscientious, but I'm wondering...what happened to the top? Why did it happen? It was all covered by warranty, so I'm assuming it was not user error (or maybe it was but MB USA decided to eat it - ?) I little more info would be nice.

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