Lookers - Mercedes-Benz of Shrewsbury Avis 212

Our visit to Mercedes-Benz of Shrewsbury on 26 February was supposed to help resolve a straightforward problem with a recently purchased Mercedes-Benz GLC.
Instead it became another example of how the Mercedes dealer network manages to consume large amounts of customer time while achieving absolutely nothing.
We arrived with a very clear issue:
the right headlamp had severe condensation and needed to be removed for inspection. This had already been identified earlier by Mercedes-Benz Cheshire Oaks, whose report confirmed that the lamp required removal and a warranty submission to Mercedes-Benz UK.
The car was left with the Shrewsbury dealership.
Six hours later we left with exactly the same problem and no progress whatsoever.
The explanation at the time was that Cheshire Oaks had failed to submit the warranty claim to Mercedes-Benz UK, and that this was the reason nothing had happened.
That might have sounded convincing — until further correspondence with Mercedes-Benz UK made it clear that Shrewsbury themselves had not submitted any warranty claim either.
In other words:
Cheshire Oaks at least produced a written inspection report after wasting seven hours.
Shrewsbury managed to waste six hours and produce nothing at all.
No inspection report.
No claim submitted.
No progress.
The same dealership then performed the MOT on 5 March, passing the vehicle while the windscreen crack was still clearly present.
Now Mercedes-Benz UK has advised us to return to Shrewsbury again on 26 March for yet another inspection.
One question naturally arises:
For what purpose?
To repeat the same six-hour exercise of waiting around while nothing happens?
A special mention should also go to Joanne Mathews, who confidently explained warranty terms while apparently not understanding the difference between Mercedes Extended Warranty and Approved Used Warranty.
For a brand that markets itself as a premium manufacturer, the level of competence and coordination within the authorised dealer network is genuinely surprising.
Two dealerships.
More than 13 hours of customer time lost.
An Approved Used warranty.
And still no repair.
If this is the standard of service customers can expect from Mercedes-Benz of Shrewsbury, prospective buyers may want to consider that very carefully before relying on the dealer network for support.

We had a great experience when buying a car from Jake, he kept me up to date at all times and delivered on everything he said he would do.
We were travelling a considerable distance to view a couple of cars so Jake arranged videos and sent them to me within a couple of hours of my request. This then helped us decide if we wanted to make the journey.
Jake always got back to me when he said he would and made the whole experience easy.

We took our vehicle for the annual service. The Shrewsbury team were very helpful and arranged for lifts to and from the local shops for us whilst the vehicle was being serviced. Very polite staff. Will always go to Shrewsbury branch going forward.

Very professional, friendly and great value.

Online service booking confirmed by email but cancelled and rescheduled for a day I couldn't do without my knowledge. Irritating as involved a 50 mile round trip...but probably IT glitch. Car done today 1 week later. On collection today and person handing over keys just wanted card payment, did not seem to be able to explain what had been done to the car. Showed me she was irritated. Valet was minimalistic....bit of a wash down, but car wasn't clean and nothing done inside. I had previously felt the additional cost of MB servicing was worth it for the 'special' care taken......today was an off day maybe.
Servicing has always been A1 though and never had a problem with this car since new.

Part ex my car here for a GLB, car is nice however the service not so great. Poor communication in regards to my part ex finance being paid and incorrect information giving. I raised a formal complaint and did not receive my acknowledgment within 5 days and I had to chase an update on my complaint numerous times being told id receive a callback from different managers and never receiving these. It has caused unnecessary stress, loss of time from work and my family and could’ve caused potential credit file impact which also was stressful. Spoke with a manager today (complaint was raised start of December) and got an apology with was fine but they would not offer any compensation or any MOT or services for my car for all the miscommunication, misinformation, stress and my time. Poor for a brand like Mercedes. First time buying a Mercedes straight from the retailer.

I was treated well from my initial enquiry to the final purchase, with guidance and help. I was guided to a new car over a used vehicle and was given all the information I requiested to make my decision without any pressure

All good No issues arrived for mot on time completed on time away on time.

I liked that I was able to get an afternoon appointment, but the clean that they did on my car was poor especially the hoover.

My recent visit to get my car serviced was excellent - everything about it was first class!
The only development feedback I can give is that it would be helpful if the technician who makes the inspection video could ensure he maintains his clarity of speech throughout - I just couldn’t catch the parts that referred to the brake pad thicknesses.

Excellent communication friendly and helpful on personal level. However I was a little surprised that as it was a recall for a new vehicle they didn’t have the software update to complete the work. Also I had put the vehicle in as the central console was no longer controlling the side doors on my v series 300. I was told that the console only allowed a closing action. Having had a previous V series I was a little bemused as the previous vehicle did both. A swift google found plenty of information to reset the doors and confirmed the console opens and closes both the side doors. All working fine now but given there was no update available and the doors were fixed at home I felt I had wasted several hours travelling 104 miles for no reason. On the positive side everyone was very friendly and welcoming

The receptionist is so helpful in organising a taxi for my wife and myself. Wesley in service was very willing to help and assist including booking my service and MOT next January.

All nice people and deal with you professionally, nice reception staff, organized me taxi into Shrewsbury, good refreshments, and good to show the video as they are working on car and show you what's good or bad. But I just think parts and Labore are far too over priced. I also pay for a service plan and doesn't cover as much a I thought it would. Kind Regards.

In the past results of the Mot had been discussed on collection of the vehicle. Not this time. The video of the inspection was sent to me after I’d collected the car so no opportunity to ask any questions. Had service done at the same time. I asked why my Mercedes app still said service due in 3 days and told it would update over night. 4 dats later and it says service due. I’ve had brilliant service in the past so I am disappointed that it wasn’t good this time.

Have only just started using Lookers Mercedes having bought my first Merc. I have been to the dealership more times than i would have liked in a short space of time due to reliability issues,but,the staff have always been couteous and helpful.

I took my 220D in for its mot at Lookers, Mercedes Benz, Shrewsbury & was greeted politely at the reception desk. I was directed to the customer waiting area whicah was clean & comfortable with free drinks & biscuits if desired.
Later I received a video from Andy, the tecnician, informing me that the car had passed & physically showed each tyre tread depth & break disc thickness.
The car was then washed & vacuumed before handing back to me.
Overall a pleasant experience from start to finish.

The friendly Competant staff , who listen to your issues and respond accordingly and efficiently .

Stress free process from enquiry to handover..
our sales exec Jake Campbell-Mills was very prompt and professional with the whole experience..
Thank you.

I arranged for a service for my Mercedes at Lookers Shrewsbury. The arrangement was confirmed by email. My car was collected from my house and they carried out the service. I was kept informed about progress, which I found helpful. Car was returned, as arranged on the following day. Overall a good experience, and I'm happy with the service.