2012 Mercedes-Benz SLS AMG Roadster: Great Customer Service
July 30, 2013
When I pulled into the service area of W.I. Simonson Mercedes-Benz my hair was on fire. Thirty minutes earlier the SLS's top had broken for the third time and I was over it.
With steam pouring from my ears I cycled the top for the first dealer employee that appeared. Between the look on my face and the busted piece of trim slapping against the red quarter panel, he quickly assessed the situation and ran off to get someone with some power. He returned with Babs Hamilton.
Babs is a service adviser and one of my new favorite people. I was clearly frustrated, but Babs calmly listened to my rant about this being the third time and how I was not leaving the car and how hard can it be to make a convertible top that works and this being the third time and Jeter is still on the DL and...
And when I was done she said, "Let me get someone to have a look at it. Maybe it's an easy fix."
She returned with a tech. The problem was obvious. A small piece of trim that fills a gap alongside the folded top was hung up. Jammed. The piece is purely aesthetic and essentially unnecessary. In fact, I realized I would never miss it.
So I said, "Can you just remove the broken piece? Without it everything will function perfectly."
"I'll try," he said. "Might take some time."
Then Babs chimed back in, "How about a cup of coffee?" I handed over the key to the SLS and was escorted over to a finely appointed lounge, where I feared I would be spending the rest of the day.
I poured myself some java, reached for the packet of Splenda and looked up when I heard my name. Babs was back.
"Scott, you're all set."
"All set?" I said. "He fixed it? That quickly?" Only a few minutes had passed.
"Yup, you're good to go." Babs returned my key, walked me to my car, which was now missing that small meaningless piece of trim, and sent me on my way. Top down. Big smile on my face.
And that, my friends, is customer service.
Scott Oldham, Editor in Chief