Experiences Insights: What Distinguishes Mercedes-Benz from Other Luxury Car Brands
After experiencing all three of the major German 'luxury' brands (Mercedes-Benz, BMW, and Audi), it is clear that Mercedes-Benz falls short in many aspects of the overall ownership experience. My journey with this luxury marque has been a bumpy one, and there are several areas where it underperforms when compared to its competitors. In this article, I will share my personal insights and experiences to help other potential buyers or owners make more informed decisions.
Buying Experience: From Worst to First
The first hurdle in owning a luxury car is the buying experience, and in my case, it was a significant barrier to entry. Mercedes-Benz dealerships were patronizing, arrogant, and often rude, even to customers who could afford to buy any car on the lot.
“Every dealer was pretty much the same - patronising, arrogant and rude. I had enough cash to buy any car in the showroom but because I wasn’t in designer clothes, they weren’t interested.”
Post-Sales Warranty: The Aftermath
After purchasing the car, the issues only multiplied. Post-sales and warranty experiences were more problematic, as faults and defects that were clearly within the warranty period were claimed to be due to 'the owner's negligence.'
“They repeatedly claimed items that had failed under warranty were 'my doing' and because of design defects that were costly to remedy. MB didn’t pay the dealer the full cost of doing it as internal labor rates allowed was less than their cost, so they tried to find excuses to make me pay.”
Service Repairs: A Costly Problem
Service experiences were not any more satisfactory. The Mercedes-Benz service was slapdash and haphazard. Costly repairs were often unnecessary, with a focus on maximizing profits rather than providing quality service.
“They would slap on replacement parts and call it a service, even when it was clear that these were unnecessary. … they quite happily charged me ￡1200 for all the other stuff they installed that wasn’t needed and wouldn’t take all that stuff out again.”
Rust Issues: A Persistent Problem
One of the most significant issues encountered was the persistence of rust. This problem was so serious that repairs were not recorded to avoid future payment responsibilities. It was only with the help of the first owner who shared critical information about the rust issues that the problem was addressed.
“MB had big problems with rust, and repairs weren’t recorded to try and get out of having to pay for future repairs. Only after we backtracked the timeline, we were able to find a specialist bodyshop that MB used for all repairs for this issue.”
The Contrast with Audi: A Whole Life Ownership Experience
After a tumultuous experience with Mercedes-Benz, my next purchase was an Audi. The reason for this decision became clear: whole life ownership. Audi's approach to customer service was a world apart from Mercedes-Benz in terms of post-purchase experience.
“I still drive an Audi because of 'whole life ownership'. Of all the marques I've owned, MB has been at the bottom of the heap in this respect – below BMW, which I thought would be hard to beat.”
Customer Service from Beginner to Finish
Audi excelled in several areas, from the initial buying process to ongoing maintenance and repairs. They genuinely care about their customers, which is a significant departure from the Mercedes-Benz experience.
“Our second car is now a Toyota, and they know how to do customer service from start to finish, and actually care. Thankfully, the rest of the manufacturers have pretty much caught up now, if not eclipsed the German marques so there's plenty of choice out there.”
Conclusion: Consider All Aspects
When choosing a luxury car, it is crucial to consider all aspects, from the buying experience to post-sales and ongoing maintenance. While Mercedes-Benz offers excellent features and build quality, the overall experience can be far from satisfactory. It is essential to understand the whole ownership experience before making a purchase.
Visit Mercedes-Benz's website to learn more about their vehicles and explore the options available. Alternatively, consider other manufacturers that have caught up and may offer a more comprehensive ownership experience.
Moreover, joining online communities and forums related to the specific car brands can provide valuable insights and tips from fellow owners.