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Mercedes-Benz of Ayr
High Road, Whitletts, KA8 0LL
whitletts
4.2 (30,079 reviews)
Mercedes-Benz of Ayr
High Road, Whitletts, KA8 0LL
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Catalogue of faults on a £100k+ vehicle that needed a complete PCM replacement after two years of reporting faults (computer that controls most systems). Currently no effective Porsche Sat nav that provides essential range planning, infotainment system cuts out / buffers and periodic failure of all digital screens and dashboard is an ongoing issue. Branch advice that they are awaiting a Porsche software update but have no timescales is, I’m sure, true but doesn’t deal with the problems being experienced. GREAT car when it’s working but sadly there’s been too many issues. Satisfied - most definitely not.
Disappointing experience overall, but excellent service from one staff member I recently took my Audi in for a scheduled oil and filter service and unfortunately had a disappointing overall experience. I arrived at around 9:30am and was waiting for an update. By approximately 2:30pm, having heard nothing, I called to check on progress. It took several attempts to get through, and when I did, I was advised that the relevant person was busy and that a message would be passed on. I did not receive a call back. As it approached 4pm and I still hadn’t heard anything, I attended the dealership in person while on my way to another job. I was then informed that the vehicle had only just gone in for the service, which was frustrating given the earlier delay and lack of communication. I waited further, and at around 5:15pm I was updated again. Throughout this, Gemma on reception was polite, professional and apologetic for the delay and confusion. I want to be clear that I have no issue with her at all — she handled the situation well despite what appeared to be wider issues with communication or workload. After leaving due to time pressures, I later noticed a small dent/scratch on the driver’s door area that had not been present before the vehicle was handed in. I have since contacted customer services to ask that this is investigated and resolved. At this stage, I am awaiting a response and hope this can be resolved promptly without the need for further escalation. Overall, the three stars are for Gemma’s professionalism alone. The rest of the experience, particularly around communication and timing, fell below expectations.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
