Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***
Customer states he just wants the navigation system fixed or replaced When the [redacted] employee installed the device, it flashed defective device and then went away He asked the tech what that meant and he said nothing The system is hooked up to the radio So if they can't fix the device by replacing the radio, replace the device He called and talked to the service department and they said they haven't gotten a response from the manufacturer to an email they sent The vehicle was certified pre-owned by [redacted] , which means it is quality and everything is functioning This device isn't functioning They offered to take the car back but he bought the car because he wants it Just fix or replace the device
Our service department has replaced the navigation device and assured it is equipped with the most updated version of *** Map *** NavigationWe have personally called and informed them that the customer is having issues receiving correct directions to his homeWe have done all that we are capable of doing and have offered to buy the customer's car backThe *** Map *** Navigation is a glitch in their software and not something that we can change because we do not create or manage the software that is installed
In regards to Mr. [redacted] complaint about his purchase of a bike rack purchased in July of 2013. First and foremost this particular client is in possession of a brand new bike rack provided by me at no charge as a gesture of goodwill, we even hand delivered it to his home.All of our parts and...
accessories come with a 12 month unlimited warranty against all defects excluding wear and tear.He was well beyond this warranty period in both instances and the damage on both racks was caused by over tightening the hold down screws. This was clearly pointed out to this customer by MBUSA’s corporate customer assistance center when he escalated the issue to them.He claims that MBUSA told him the dealership would take care of the problem, that is a false statement as I have the transcript where MBUSA clearly told him that he was outside of the warranty timeframe and that they defended my position to offer him another rack via the DSA goodwill warranty procedure, the one he claims is “cheating the manufacturer”.We have examined both of the bike racks that he has returned and it was determined that he, the customer, was over tightening the thumb screws and stripping out the threads in the aluminum hold down brackets.At no time was the phrase “cheat the manufacturer” used as he claims he has on an audio recording. What we offered was what is known as a DSA or goodwill warranty wherein we, the dealership pays for the replacement rack but it is processed under a warranty form to track the transaction and record it for future records as needed.This is the same gentleman who initially left me a long rambling message on my voicemail alluding to the fact that [redacted], a local television reporter and consumer advocate was looking to interview me which turned out to be untrue. I feel that this was an attempt to coerce me into providing a free product to replace what he had broken.At no time has anyone at this dealership “lied” to this customer and actually I feel we went beyond what was needed to take care of this customer.I even offered to have him come by so that we could install the newest rack that we provided to him free of chargeand show him the proper way to install it as it was obvious that his over tightening of the rack was causing it to fail. In closing I feel that we have already made this customer whole as he has been given a new rack to replace the one that he damaged.Also he is claiming that he would like a refund of $350.00 which I am not sure how he arrived at that number as the rack retails at $180.00. If you have any further questions I would be free to address them. Sincerely, [redacted] (Parts Manager)Mercedes-Benz of West ChesterSprinter of West Chester[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted]
They said they would buy the car back and give me mine that's still on their lot, but that's not acceptable, just fix the problem. It's been six weeks since I purchased the car with no resolution. I told them of the problem immediately the day I bought it and I've been back there several times and they just keep telling me that they have to contact the people in [redacted], they send emails and no reply and that they have no phone number to contact the people there. With another customer come in there what they do do they treat them the same way or fix the problem. It's a mystery. I don't get it because an 86 mile round trip, I am doing this on my dime.
Customer states he just wants the navigation system fixed or replaced. When the [redacted] employee installed the device, it flashed defective device and then went away. He asked the tech what that meant and he said nothing. The system is hooked up to the radio. So if they can't fix the device by replacing the radio, replace the device. He called and talked to the service department and they said they haven't gotten a response from the manufacturer to an email they sent. The vehicle was certified pre-owned by [redacted], which means it is quality and everything is functioning. This device isn't functioning. They offered to take the car back but he bought the car because he wants it. Just fix or replace the device.
We reached out to our and client and discovered that the issue he is having is with the [redacted] Map [redacted] Navigation software and not the dealership. After offering to buy the car back the client has decided that he would like to keep the vehicle which he is very happy with and the dealership will...
continue working with [redacted] Map [redacted] in attempting a resolution. Sincerely, Mercedes-Benz of West Chester
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] They can replace the defective unit.They have never offered to do so.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***
Customer states he just wants the navigation system fixed or replaced When the [redacted] employee installed the device, it flashed defective device and then went away He asked the tech what that meant and he said nothing The system is hooked up to the radio So if they can't fix the device by replacing the radio, replace the device He called and talked to the service department and they said they haven't gotten a response from the manufacturer to an email they sent The vehicle was certified pre-owned by [redacted] , which means it is quality and everything is functioning This device isn't functioning They offered to take the car back but he bought the car because he wants it Just fix or replace the device
Our service department has replaced the navigation device and assured it is equipped with the most updated version of *** Map *** NavigationWe have personally called and informed them that the customer is having issues receiving correct directions to his homeWe have done all that we are capable of doing and have offered to buy the customer's car backThe *** Map *** Navigation is a glitch in their software and not something that we can change because we do not create or manage the software that is installed
The dealership has tried everything that we can to satisfy this customer on a dealer levelThank you
The business replaced the part and it still doesn't work properly
In regards to Mr. [redacted] complaint about his purchase of a bike rack purchased in July of 2013. First and foremost this particular client is in possession of a brand new bike rack provided by me at no charge as a gesture of goodwill, we even hand delivered it to his home.All of our parts and...
accessories come with a 12 month unlimited warranty against all defects excluding wear and tear.He was well beyond this warranty period in both instances and the damage on both racks was caused by over tightening the hold down screws. This was clearly pointed out to this customer by MBUSA’s corporate customer assistance center when he escalated the issue to them.He claims that MBUSA told him the dealership would take care of the problem, that is a false statement as I have the transcript where MBUSA clearly told him that he was outside of the warranty timeframe and that they defended my position to offer him another rack via the DSA goodwill warranty procedure, the one he claims is “cheating the manufacturer”.We have examined both of the bike racks that he has returned and it was determined that he, the customer, was over tightening the thumb screws and stripping out the threads in the aluminum hold down brackets.At no time was the phrase “cheat the manufacturer” used as he claims he has on an audio recording. What we offered was what is known as a DSA or goodwill warranty wherein we, the dealership pays for the replacement rack but it is processed under a warranty form to track the transaction and record it for future records as needed.This is the same gentleman who initially left me a long rambling message on my voicemail alluding to the fact that [redacted], a local television reporter and consumer advocate was looking to interview me which turned out to be untrue. I feel that this was an attempt to coerce me into providing a free product to replace what he had broken.At no time has anyone at this dealership “lied” to this customer and actually I feel we went beyond what was needed to take care of this customer.I even offered to have him come by so that we could install the newest rack that we provided to him free of chargeand show him the proper way to install it as it was obvious that his over tightening of the rack was causing it to fail. In closing I feel that we have already made this customer whole as he has been given a new rack to replace the one that he damaged.Also he is claiming that he would like a refund of $350.00 which I am not sure how he arrived at that number as the rack retails at $180.00. If you have any further questions I would be free to address them. Sincerely, [redacted] (Parts Manager)Mercedes-Benz of West ChesterSprinter of West Chester[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Regards,
[redacted]
They said they would buy the car back and give me mine that's still on their lot, but that's not acceptable, just fix the problem. It's been six weeks since I purchased the car with no resolution. I told them of the problem immediately the day I bought it and I've been back there several times and they just keep telling me that they have to contact the people in [redacted], they send emails and no reply and that they have no phone number to contact the people there. With another customer come in there what they do do they treat them the same way or fix the problem. It's a mystery. I don't get it because an 86 mile round trip, I am doing this on my dime.
Customer states he just wants the navigation system fixed or replaced. When the [redacted] employee installed the device, it flashed defective device and then went away. He asked the tech what that meant and he said nothing. The system is hooked up to the radio. So if they can't fix the device by replacing the radio, replace the device. He called and talked to the service department and they said they haven't gotten a response from the manufacturer to an email they sent. The vehicle was certified pre-owned by [redacted], which means it is quality and everything is functioning. This device isn't functioning. They offered to take the car back but he bought the car because he wants it. Just fix or replace the device.
We reached out to our and client and discovered that the issue he is having is with the [redacted] Map [redacted] Navigation software and not the dealership. After offering to buy the car back the client has decided that he would like to keep the vehicle which he is very happy with and the dealership will...
continue working with [redacted] Map [redacted] in attempting a resolution. Sincerely, Mercedes-Benz of West Chester
We did replace the actual [redacted] Navigation unit when the customer initially brought his car in the first time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] They can replace the defective unit.They have never offered to do so.