This was my first experience of using Mercedes Derby for servicing my car having bought it from them originally.
Unfortunately, I felt the booking experience was very poor for any garage never mind one which is a main dealer for a premier car brand. It was convenient for me to go into the dealership to book the first service rather than by phone or via the internet. However, although the staff on main reception were very attentive, they could not raise anyone in the service department when I visited. Consequently, I was asked to fill in a form with all my car and contact details and they would have someone from service call me to book my car in. This was around lunchtime on the day I visited the garage, but by mid-morning the following day I still hadn't received a call back so I phoned them. Main reception were very apologetic that I hadn't been called and they put me through to service straight away. Apparently, I "was on the list of people to be called" so quite when that was going to happen I don't know. The person I talked to complained that they only had one person doing the follow-ups, hence the delay. Anyway, the service was booked at a convenient day and time for me, but why the complex procedure and long delay? In the local VW and Peugeot dealerships that I also use, you can just walk up to the service desk at any time and you are all booked in a few minutes.
The service itself all went well. I was quickly checked in with a cup of good coffee and then attended to by an Aftersales Assistant, Robyn, who was particularly efficient. I went shopping while the car was being serviced and received a text to say the car was ready. On my return, all the paperwork for the service and health check were well explained and some additional work that I had asked for a quote on was all properly documented.
The condition of the car when I picked it up from the forecourt was disappointing. It was supposed to have been washed, but there were clearly areas of the bodywork that had not been cleaned and there were plenty of wipe marks left on it. The interior looked ok.
Overall, I was pleased with the service itself and the way I had been treated in the showroom, but the booking experience and the car wash were well below what I would expect from Mercedes.