After seeing a number of posts about really bad dealer service and attitude, I think I need to add my recent experience:

Last Sunday (Fathers' Day) we discovered the right side marker light (just in front of the door) was dangling by its power cord. The plastic clip holding it in had broken, and it kept falling out if its proper location. I rigged a temporary fix with duct tape, then discovered the driver's door wouldn't latch...until I really slammed it.

Monday morning I drove in to the smart Houston Northside dealership, without an appointment. I arrived about 9 am, and Kasey Gross came right out to find out why I was there. I explained it to her, she wrote up the trouble ticket, and invited me to stay in the waiting room. I did so, and my smart was promptly driven into the maintenance area. I grabbed a cup of coffee, and started reading the book I had brought with me. About 10 am, Kasey came to me and told me the plastic retaining clip for the marker light was faulty and had been replaced, that the door latches on both doors were dry and had been lubedand my smart was currently in the wash bay and would be brought out to me shortly, no charge. (Since we in much of SE Texas are currently under water usage restrictions, that last item was greatly appreciated!) By 10:30 I was on my way home.

Thnx smart Houston Northside and Kasey Gross. That is the way things should be handled, and I really appreciate it! Keep up the good work.

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Comment by Jan in West U on June 28, 2009 at 5:03pm
Several bad experiences with Eric at MB/smart Sugar Land. He's rude to me when I tell him my problems as if I'm a dumb blonde. I've known all of my cars well, so when something isn't working right, I don't expect a service advisor to argue with me. The car wash has lost TWO of my antenna balls and, of course, the car wash has no idea where they are. Eric is moving to New Jersey. Good ridence!
Comment by Ryan on June 27, 2009 at 1:31am
Nice. I've had nothing but good experiences with my smart center as well (Smart Center Devon, PA). My mom's kind of irritated though.... cause she sad she's never bought a car that, when she took it in for service, it came back nice and clean fresh from a wash. I think it's nice.... and only goes to show how much the employee's (and the company) care about the cars.

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