Mercedes-Benz of Orlando

I own a 2012 C63 AMG Coupe (with the AMG Development Package. A few weeks ago, I decided to take my C63 to the nearest AMG Performance Center in Maitland, Florida (Mercedes-Benz of Orlando), for the 1,8 Package. A few weeks ago, I decided to take my C63 to the nearest AMG Performance Center in Maitland, Florida (Mercedes-Benz of Orlando), for the 1,875 miles differential oil change service. I also needed some warranty work done to the weather strip on the right-side door. To avoid multiple trips to complete the service (I live 45 miles from the dealer, about 1-hr drive one-way), I scheduled a service appointment specifically indicating that I needed a new weather strip for the right-side door, as well as the 1,875 differential oil change. When scheduling the appointment, the service department noted all my personal and vehicle information, including the VIN of the car. Unfortunately, no one at the Mercedes-Benz of Orlando listened to my service requests because when I arrived for my scheduled appointment, I was told that they had to order the weather strip. Strike one. During the conversation with my Service Advisor, Mike Shattuck, it was apparent that he was not familiar with the 1,875 miles (or 2,000 miles) differential oil change. I found his lack of knowledge strange since this was – supposedly - an AMG Performance Center. Nevertheless, in order to avoid any further misunderstandings, I agreed to have the differential oil change postponed and gave my Service Advisor, Mike Shattuck, a list of the parts needed for the Differential Oil change according to the Mercedes-Benz Service Bulletin: (a) 2 new drain/fill plugs, Part # A001 990 23 17, and (b) 3-4 500ml bottles of Synthetic Differential Oil, Castrol SAF-XJ 75w-140, Part # A001 989 52 03 10. Just to make sure, I asked my Service Advisor, Mike Shattuck, to staple the handwritten list of parts to the work order. My second appointment was scheduled for a week later. And so, 3.5 hours later I was back home without any service done on my car and a completely wasted work-morning/afternoon. About 10 days later, I returned with my car to the Mercedes-Benz of Orlando for appointment No. 2. After waiting 2.5 hours, my Service Advisor, Mike Shattuck, informed me that the service had been completed. The work order reflected that the weather strip had been replaced and that the differential had been serviced with the appropriate Castrol Differential Oil. However, the drain/fill plugs had not been replaced as per the Service Manual. I challenged Mike Shattuck on this issue and he confirmed that the mechanics had not replaced the plugs and – worst of all - that they did not have them in stock. I was shocked. Strike two. After all, I had handfed my Service Advisor, Mike Shattuck, with a list the parts needed for the service about 10 days earlier. I could not understand why Mercedes-Benz of Orlando was – once again – not prepared to completely fulfill my service requests. Mike Shattuck accurately noticed my disappointment and asked me to give him another opportunity to “make it right.” Reluctantly, I said “okay.” Mike Shattuck told me he was going to order the drain/fill plugs right away, and we scheduled appointment No. 3. Just to make sure I did not waste another day dealing with this oil change, I told Mike to call me if the parts ordered did not arrive in time for appointment No. 3. “Of course…” Mike said. And so, 4.5 hours later I was back home with an incomplete service, another wasted work-morning, and appointment No. 3 scheduled to get my drain plugs. Two days later, April 6, 2012, I drove for the 3rd time to the Mercedes-Benz of Orlando. Shortly after arriving at the dealership my car was taken away by a technician, and I went to the Customer Lounge to wait. An hour lapsed while I waited. Finally, Mike Shattuck came into the Customer Lounge to inform me that the drain/fill plugs had not arrived! Strike three. According to Mike, they were “stuck somewhere in Texas.” I tried my best to contain my anger and frustration. I failed. I could not believe that anyone would have such lack of respect for another person’s time and patience – forget about the fact I was a paying customer! I am referring to basic social and human relations skills. I asked to speak to Ed Taylor, the Service Department Manager at the Mercedes-Benz of Orlando. I will not go into the details of our conversation, but you can always contact Ed Taylor at (321) 436-4352 for the particulars. I also tried to contact Bob Barryhill – The General Manager – but I haven’t been successful so far. And so, 3.5 hours later, I find myself back home drafting this review, with an incomplete service and another completely wasted work-morning. When I ordered/purchased my 2012 C63 AMG I was promised a great car and, more importantly, “exceptional customer service.” That was the bargain. Mercedes-Benz would take my money and in return they would deliver a car and “exceptional customer service.” I paid in full, thus keeping my end of the bargain; Mercedes-Benz, on the other hand, has failed to deliver reasonable customer service (much less “exceptional customer service”) on three consecutive occasions. In my business, the foregoing is commonly known as breach of contract; on the streets it is simply known as crappy service. The motto of the Mercedes-Benz Service Department is “The Right Service. Right Now.” In the email I received from the dealer, the motto is "Fixed Right the First Time Guarantee." Seriously? I can objectively say that the service performed on my C63 was “The Wrong Service, Right Now” or “The Right Service, Eventually – If You Keep Trying.” Three (3) service appointments and about 11 hours of my personal time was insufficient to complete the first, very basic, scheduled service on my 2012 C63 AMG. How many more times will it take? Is this Mercedes-Benz's SOP? Will Mercedes-Benz compensate me for the 11 hours I wasted when I could have been in my office practicing law for a generous rate per hour? More