Van Mossel Esplanade Arvostelua 

I had a serving quote from esplanade and unbelievably it is actually cheaper to pay for the car ferry and have your car serviced on the mainland at a main dealer and have money to spare than pay their inflated prices, obviously holding people of the island to ransom.

Communication is poor at best, you email them asking three things and they barely answer one, obviously too busy to deal with customer queries.

Parts department is also very poor, ordered an item, went back when the car was in and they knew nothing of it blaming another member of the parts team, apologised and said they would send it to me and guess what, nothing.

The overall dealership manager needs to go back to basics with the team, customer service, actually doing what the customer asks and communication, not hard is it esplanade?.

I had to go over the head of the top site manager of Esplanade Isle of Wight, to a senior Group Director of their holding company with my case. Here is my last e-mail to him, which speaks for itself.....

Sent: Thursday, May 02, 2019 4:42 PM
Subject: re: Mercedes-Benz (Reg No deleted)

Dear Mr (Name deleted)
Thank you for your patience.
I have decided to take up your offer of a full refund.
Firstly, I feel that the alternative you have offered does not fairly equate. Had the OCP not been replaced in error (as I and others of more expert knowledge and experience contend), I doubt that the cost of the remedy to the problems manifested at the time, would have been at such a high cost. I would also doubt that the cost now of remedy to the new OCP would equate to the same as I have paid, so the alternative option you have offered is inequitable.
Secondly, I have lost confidence in the competence of your Service/Repair team at Esplanade. As I have intimated to you before, this is not the first time that I have had cause to complain and had to have work redone.My experience of Esplanade's Service/Repair team shows that there is a two way failure of communication interface between Service Reception and Workshop and (my) complaints are treated with indifference, not just at junior level. That said, I suspect that if I did take the car back there under your personal watch, I would receive a somewhat more diligent service.
Please have no regrets about my declining the opportunity of meeting Esplanade's GM and his team. As you would have read from reviewing the exchange of e-mails, the GM had already stated his intransigent "satisfied" position before suggesting a meeting, so there would have been little point in me listening to "what was done and why" again and again. What I wanted was a simple statement from Esplanade, endorsed unequivically by Mercedes themselves, that it was safe to rely on electrical diagnostics in the presence of a flagged up dying battery. Such a statement could not / would not be supplied and I knew why, yet I kept being smoke-screened and finally ignored. There is evidently a top-down culture problem at your Isle of Wight operation.
I paid for the work on the OCP by direct bank transfer, so Esplanade's Accounts Department should already have my bank details. If not, I can supply them again upon request.
Thank you again for your level headed intervention.
Sincerely
ES