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Old 06-04-2015, 06:48 PM   #11
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

Great idea. Thanks.
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Old 06-04-2015, 07:33 PM   #12
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

Quote:
Originally Posted by big_d View Post
How's this for excellent customer service?

I called early this morning and left another message for Mike Lawson.
I was in [physical] therapy when I got a call, here is the message that was left:
"Mike P***, this is David Parkhill calling, as long as there is bull****
on the internet about Sullivan Parkhill, we will not sell you parts or
provide any service on your fleet of vehicles. That's your answer. Have a
good day."
OK, I retract my previous posting. Let's go with malice.
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Old 06-04-2015, 08:26 PM   #13
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

No wonder.
http://www.autodealerbase.com/dealer...Automotive.htm
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Old 06-04-2015, 10:04 PM   #14
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

UPDATE

We just heard from the good dealer - Stoops International in Indianapolis. Here's what they said:

"this unit is done we had to relearn the DEF system it was full and only reading 1/4 tank. It is done and ready to go. This will be warranty."

The way I'm reading that is the DEF level sensor was calibrated incorrectly. When tank is at 3/4 full, Sprinter thinks it's empty.

A good dealer doesn't reset an alarm and declare the problem fixed. A good dealer asks what caused the problem in the first place, rolls his sleeves up, and doesn't give up until the source of the problem has been found. Stoops is a good dealer.
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Old 06-04-2015, 10:47 PM   #15
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

^^^^^^^^^^^^^^^

A good dealer might call and leave a message "how can we make this right, sorry for the inconvenience, please come back to my dealer and spend your money. We would love to service your fleet. The DEF system is complex and has a few problems, we made a mistake.

Given the message left....... I would make a recording and send to MB corporate maybe start at the top guys in sales and service........Maybe they can use it in customer service training on what not to do.
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Old 06-04-2015, 11:01 PM   #16
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

The problem here is that the owner is a third or fourth generation heir. His grandfather or great-grandfather probably worked hard to build the business. Now this guy is drawing money out of it and letting it wither, while he is off golfing. At least that's my opinion.

I imagine there are many dealers, representing many brands, who have similar situations playing out. Since Parkhill has an exclusive dealership for this area, he may be somewhat insulated from the consequences of his actions. If he was in a more competitive market, I imagine justice would be more swift.
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Old 06-05-2015, 12:14 AM   #17
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

Here's the VM for anyone who wants to listen to it. It has been edited to remove our employee's last name.

David Parkhill seems to think he has the right strategy for dealing with online criticism.


Last edited by big_d; 06-05-2015 at 01:11 AM. Reason: fix link
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Old 06-05-2015, 12:48 AM   #18
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

Link does not work ???
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Old 06-05-2015, 01:12 AM   #19
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

Link Fixed!
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Old 06-05-2015, 01:14 AM   #20
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Default Re: Low DEF False Alarm & Another Really Bad Mercedes Dealer

Hey, please don't let a bad relationship tarnish a products good reputation.
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