2012 Mercedes-Benz SLS: Another Positive Service Experience
April 22, 2013
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