Abdus Sammad
2/5
It’s a 2 star from me on this occasion and it’s a fair reflection of my experience with Mercland.
This was an online purchase - the vehicle looked stunning on the advert and based on some glowing reviews about Mercland and in house 6 month warranty, I felt like a viewing wasn’t needed as there was an element of trust and reassurance already there.
When the vehicle was delivered there was slight cosmetic issue with the bumper, rang the sales number and spoke to Vish before the handover, I was assured this can be easily fixed locally to me. The initial plan was Mercland would try find someone local to me, but unfortunately after accepting delivery of the vehicle they could not find someone offering a reasonable quote. I also tried to find someone local and managed to get two quotes, (both which were deemed unreasonable by Mercland), and was then advised to bring the vehicle back to Mercland in Nuneaton. I had already expressed my concern that it’s just not convenient for me to bring the vehicle to Mercland due to the distance, time and effort (hence why this was an online sale in the first place). If I was told at handover stage that I would have to bring the vehicle back? I would not have accepted the delivery.
To add, I offered to cover some of the shortfall and have the bumper repaired locally, as It would have cost me money getting to Nuneaton anyway and was happy to contribute towards the repair. I was advised Mercland prefer to have bodywork done at their site, so they can ensure it is done with care and precision. Why tell me at point of delivery it could be done local to me if they knew they preferred me bringing the vehicle back? Again I would have told the driver to take it back and reschedule delivery.
After failing to come to a compromise and finding some sort of middle ground, I decided to take the vehicle back to Mercland for repairs. I was offered a courtesy car for the duration of repairs (please be mindful this will not be similar/like for like to your vehicle which I can understand may not be possible) but at the very least would have expected it to be clean.
I must stress Mercland did not shirk their responsibilities in terms of the repair and fair play to them for getting this sorted. Credit where credit is due. Having said that, if the preparation process is as good as they suggest or the best in the business? then we would not be in this position where it’s cost me time and money to take the vehicle back and then collect after the weekend. This could have been avoided if the preparation centre manager and sales manager double checked ‘nothing is missed’.
All in all on this occasion I think 2 stars is fair. Could have easily been 4-5 stars if 1) A little bit more care was taken at preparation stage before delivering the vehicle. 2) If I wasn’t given contradicting advice I.e at point of delivery telling me the bumper can be fixed locally to me but then suggesting after delivery it has to come back to Mercland because they ‘prefer to have bodywork done at their site, so they can ensure it is done with care and precision’. A lack of care and precision is the reason why we have had this hiccup which was left to me to resolve.
Please note*** once again this is no way me having a go, I was genuinely disappointed we could not come to an arrangement to have this repaired locally because it really wasn’t a major issue.
All the best.
