2014 Mercedes-Benz S-Class, CLA-Class Included in New Plan to Boost Brand's Customer Service Ratings

By | December 02, 2013
To bolster its lagging customer service ratings, Mercedes-Benz is offering a program designed to quickly fix car problems and make sure buyers are satisfied with their new vehicles by providing up to $2,500 in extras. Buyers of the all-new 2014 Mercedes-Benz S-Class and entry level CLA-Class have access to MB Select. Under the program, dealers can quickly take care of car issues without factory preapproval and offer exceptional perks to those who found a problem with their vehicles. Something as simple as a software issue can warrant giving free dinners to customers. Such was the case with one 2014 Mercedes-Benz S-Class buyer who visited a Virginia dealership and was offered a gift card. "That customer was so thrilled he came in the next day and bought an SL off the showroom floor," Mercedes-Benz U.S. CEO Steve Cannon told Automotive News. Other perks that have been given away include free tune-ups for minor dings in the parking lot and a free pair of $150 Ray-Ban sunglasses to a consumer who complained his own pair didn't fit in the overhead visor. But if you think this is lavish, check out our review of the Wraith and see what Rolls-Royce customers are asking for.
According to Cannon, dealers are allowed to use their discretion in doling out the extras. For CLA-Class buyers, maximum allowances are up to $1,000. Although the company said the program will likely cost several millions of dollars, it is intended to increase the company's reputation for customer service. It ranked ninth of 11 luxury brands in this year's J.D. Power and Associates Customer Service Index Study. Source: Automotive News (subscription required)