I had my 2-year services due on both our Mercedes, a 2020 - JATOCA
I had my 2-year services due on both our Mercedes, a 2020 GLC-63 AMG & 2017 C300-AMG sport. I scheduled both cars for the same day in order to have my son meet me there and wife bring us back. We dropped off cars on Wednesday evening so they’d have them first thing in A.M.
We made it before closing, so we were able to park them inside. I went to the service advisor area and was immediately met by David Weis, I let him know about the services due, and a couple items of concern. I was losing air in both rear tires of GLC and the C300 had a weird vibration, causing rattling noises, as well as a very slow leak in a couple tires, according to my son. David pulled up my records and found that I had a service agreement for the c300, and the wheel/tire package on both vehicles. He brought one of the mechanics in to have my son describe the vibration/rattling on the C300. Although it was minutes before closing time, and we only expected we were dropping and leaving, David made a point to make sure all concerns were noted properly.
*NOTE: While it is very apparent they’re short handed, (as most are lately), David was extremely attentive to what was going on as other customers showed up, had questions, or that the phone wouldn’t stop ringing. It was important enough to him that while we spoke to the mechanic (found out his name was Mike Rowse), David asked if I minded he answered the phone as other colleagues didn’t seem interested (though obviously not busy). He also excused himself twice for just a few seconds to assist customers that appeared very impatient waiting on someone to help (had only been a couple minutes). I don’t want to speculate as to why the other advisors weren’t taking any initiative, but it was obvious they weren’t doing anything else, but David didn’t hesitate to help…
So after we explained some minor issues to mechanic Mike that we had with cars, David explained some of the options and sent us on our way.
Later that day David called to let me know where they were at with the cars, current charges, and what they had found. I had asked a couple questions that he wasn’t positive of the answer and asked if the mechanic could call/text me. I told him “that’s be great”. A couple minutes later Mike Rowsh (mechanic) calls me to clear up any questions I had, then asks to FaceTime me to show me a couple things on the C300 regarding the rattle/vibration. They thought it was important to show the issues first hand so it wouldn't seem like they were trying to add expensive parts in hopes of fixing issues. As it turned out, one of the rear tires had flat spots all the way around, which was apparently due to having to add air, etc. It was also in need of brakes (rotors & pads) and Mike noted that it seemed my son drive it almost too careful and guessed that he drives very slow and must stop & go quite a bit. I explained that he lived on the IU Bloomington campus and hardly goes over 20mph while constantly stopping at every corner due to stop signs and lots of students walking, running, biking, and on scooters etc. Point is, the mechanic was spot on with everything he noticed. While the call only lasted a couple minutes max, it was very informative and gave piece of mind that cars were in good hands. So much so, I had initially asked David if Mike could take care of servicing both cars (which he did).
After all was said and done, David called me again later to explain everything that was done (after getting my approval along the process). He setup the warranty on the tires on BOTH cars, as GLC had plugged holes in rear tires, (I wasn’t aware you shouldn’t plug high performance tires), and C300 had run-flats so had to be replaced. C300 also had new brakes/rotors added. Tires had to be ordered, but still arrived same day, all updates were done, and both cars were cleaned & vacuumed.
While owning a Mercedes can be expensive, and service industry is in a really rough place, David took it all in stride and went over and above with every step. While many get upset over not getting special attention (especially at Mercedes), I found it refreshing that David wanted to help those that seemed needed special attention, while asking me if it was ok first. The phone rang the whole time were were there and David made every effort to answer everytime he possibly could, while others stood around. The mechanic was exceptional, and was obviously someone who takes pride in their job and has done it for a very long time. Hopefully both of these gentleman are very well taken care of by a Mercedes, as losing either would be a huge loss!
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