奔驰新report-mbcl客户休息区的设施需要增多些丰富例如杂志电脑如果到用餐时间会

1、CSI ReportFor Mercedes-Benz (China) Ltd.Mercedes-Benz (China) LtdCentral After-SalesQ4/2009Verbatim- User-friendly Service客户休息区的设施需要增多些，丰富些，例如杂志，电脑。如果到用餐时间，会帮客户点餐之类的服务，还有待提高。(天津市北信中乒之星)The facilities of the lounges should be of more variety such as adding magazines and computers. In general there sh

2、ould be some improvement, for instance providing meal orders when meal time comes. (Tianjin Beixin Zhongping Star)周六、日维修的人员比较少，预约的车主多，如果没预约的就不能修车。建议他们增加接车、维修人员的数量。(西安之星)It is impossible to have cars repaired without booking in advance on weekends due to the few number of repairmen and the large numb

3、er of reserved repair requests. I suggest they handle more car repair requests and increase the number of repairmen. (Xian Star)希望在4S店内可以设立一个观光走廊，如果客户要求，可以在那观看修车过程。例如换机油，可以让客户进去参观一下，也可以作一个监工的角色。(河北盛世之星)I hope that they could set up a observation corridor in 4S store so that customers can watch the w

4、hole process of repairing. For example, during oil changing process, customers are ed to go inside workshop and supervise. (Hebei Shengshizhixing)我觉得你们4S店对客户的用餐服务不够周到，我觉得在用餐时间前应该咨询一下客户意见，及时为客户提供用餐，这样才能使客户有被重视的感觉。(金华金之星)I think your services in 4S shop are not good enough. In order to make customers

5、feel respected, I suggest you take customers advice before meal times and deliver meals promptly. (Jinhua Jinzhixing)Verbatim- User-friendly Service, cont我希望你们奔驰能给客户一本保养维修记录本，让客户自己保留，这样我们就可以一目了然地看到曾经做过的维修保养了。其他牌子的车的4S店都有，就是你们奔驰没有。(深圳市南方腾星)I hope that they could give customers a record of maintenance

6、 items so that we know clearly which parts have been maintained. All 4S stores of the other brands have done this but yours. (Shenzhen South Rising Star)希望能够对女性顾客多讲解一些，我认为对女士车主的讲解不够。(怡和仁孚(珠海)I hope that they could give more advice to female customers. I think this has not been done enough. (Zungfu (

7、Zhuhai)维修点不足，希望在一些高级住宅区周边多增设一些维修点，或市中心里增设多一些维修点。(上海东驰-昭化路分公司)I think the number of workshops are not enough. Hope more workshops could be built around the upper class community or downtown. (Shanghai Dong Chi Zhaohua Road Branch)我就觉得奔驰的服务中心开设得比较小，相对的服务中心里面维修保养的车子就比较多，等待修车的时间就比较长。(深圳仁孚特力)I just think

8、 the workshop of Benz should be bigger because there are too many cars waiting for repair and maintenance. We have to wait a fairly long time for getting our cars repaired. (Shenzhen Zungfu Tellus)Verbatim- User-friendly Service, cont休息区活动空间较小，例如上网或者看电视，阅读区希望增设一些阅读桌，最好就有区分一个吸烟跟非吸烟区，多照顾一些非吸烟人士。希望增设一些

9、个人独立的休息室。(广东仁孚怡邦)The space of the lounge is too small. I think they should add more facilities such as internet and TV. Also I hope there are more reading tables in reading area. It would be better if smoking area and non-smoking area could be separated so as to care more about people dont smoke. Wh

10、ats more, I hope there would be some individual lounges. (Guangdong Zungfu Yibang)Verbatim- Follow-up北京北奔这次没有给我打回访电话，我的车在保养后几天就出现问题。这次是我主动打给他们说的，希望他们以后可以在每次维修或保养后给我打一下回访电话。(北京北奔)Beijing Bei Ben did not call back this time. Some problems occurred to my car several days after the maintenance. I called

11、 this time, but I hope in the future they could give me a follow-up call every time after maintenance or repair. (Beijing Bei Ben) 2.奔驰杂志内容很好，希望能够寄给我。(上海东驰)The contents carried in Benz magazine are really good, I hope they can send one to me. (Shanghai Dongchi)Verbatim- Convenience1. 我就觉得保养时间太长了，比如说

12、是两个小时但一等就是四个小时。还有就是我当天过去保养不可能当天就拿到车子。(福建泉州闽星)I think the maintenance time is too long. They said two hours but in fact it was four hours. Besides, I could not get my car back on the same day of maintenance. (Fujian Quanzhou Min Xing)维修人员少了一点，维修时间比较慢。维修中心的点应该开多一些，希望开个绿色通道，就是小问题不要走一般的流程，节省时间。(上海利星)I t

13、hink there are too few repairmen and it takes too much time for repair. I suggest they open more workshops. Also it would save time if they open a green channel and skip the general process for the cars with slight problems. (Shanghai Star)我希望你们4S店在我的车需要修理或保养的时候，可以提供备用车给我使用，或派人来驾驶我的车去你们4S店修理，修完后派人开回

14、来。因为你们那里比较远，又经常堵车，所以希望改善这个问题。(广州龙星行)I hope that you could either provide a courtesy car or send people to drive my car to the 4S store when repair or maintenance services are needed and drive back after the repair . Because it is too far away and often run into traffic jam. I hope this could be impr

15、oved. (Guangzhou Dragon Star) Verbatim- Repair Quality公司有2台奔驰汽车，一台好几年了，空调一直都维修不好。另外一台奔驰汽车一直都查不出故障的原因，维修人员的技术太差了。希望能够引进新人，再去学习提高技术。(中山仁孚)There are 2 Benz cars in my company. One is with a broken air-conditioner for couple years. The other one has not been found out any problems due to the lack of tec

16、hniques of the repairmen. Hope they could hire more new staff and get them trained. (Zhongshan Zungfu)东莞仁孚维修技术差，例如上次雷达失灵，这些小问题都不能解决。刹车有噪音一直都不能解决，但同样问题在广州龙星行半小时就检查出问题，希望以后能改善。(东莞仁孚溢华)The repairmen of Dongguan Zungfu Yihua are poor in technique. For example last time when the parking sensor was not wo

17、rking, they could not fix it. Also there is always a noise when the car brakes. They could not find out the reason while staff in Guangzhou Dragon Star could detect out in half an hour. I hope they could improve in the future. (Dongguan Zungfu Yihua)我的车子提示灯是显示尾灯不亮的，但我拿到服务中心的时候，那边的技术人员却查不出问题，就说是没有问题的

18、。但我开走后就叫我的朋友下车帮我看尾灯还是不亮的，这个问题就反反复复的，可能这两天就会亮，过两天又不亮了，一直维修不好。(广州龙星行)My panel of tip light shows that the rear light is not working. But when I took the car to workshop they could not find out any problem and insisted there was no problem. After that I drove the car away and asked my friend to check w

19、hether the rear light was working or not. He checked and found it still did not shine. The problem has occurred over and over again. It works sometimes but sometimes not. Just keep going like this. (Guangzhou Dragon Star)Verbatim- Repair Quality4. 技师的知识根本不够，就是很简单的问题，我的助力泵出了问题，我的助力泵是分体式的，他那里的技师跟我说是整体

20、式的，要整个换掉需要几万块。我去了上海询问，他们就给我换了密封圈，只是几十块，就是希望他的技师多学习专业知识。(浙江慈吉之星)The technician is not qualified enough that he could not even solve simple problems. For example, something went wrong with my power steering pump. It was a split one but the technician insisted it was an integral. In such case, he asked

21、 me to change the whole which cost more than ten thousands RMB. Later I turned to Shanghais. They only changed a O-ring which cost tens of Yuan. Therefore I hope that their technicians could get more professional trainings. (Zhejiang Ciji Star)车子买回来的三天后，车子的轮胎开始右偏，拿去4S店修呢，它又检查不出问题来。(宁波之星)Three days a

22、fter I bought the car, the wheel is off tracking to the right side. However when I took it to the 4S store, nothing wrong was found out. (Ningbo Star)车子买了一年多，大半年都要修车，主要是发动机的问题，会无故熄火，修了不知道多少次了，问题依然存在。(无锡德星)Ive had the car for only more than a year but I have to have the car repaired frequently. It is

23、 mainly due to the problem caused by the engine, which would stall for no reason. It has been repaired many times but the problem remains. (Wuxi Star)Verbatim- Repair Quality, cont7. 车子的空调用了不久就坏了，检查了几次才检查出干燥器有问题。一年多了，到现在还没有修好。(济南之星)It was not long before the air-conditioner of the car went wrong. Af

24、ter a couple of times checking, there was something wrong with the dryer. It has been a year but is still not fixed. (Jinan Star)嗽叭修了四次，前三天才修了一次，现在又坏了。(内蒙古之星)The horn has been repaired for four times. The recent one was from three days ago but now its broken again. (Inner Mongolia Star)Verbatim- Rep

25、air Price轮胎要4000元一个，同一个牌子外面只要2600元，轮胎应该比外面贵15%20%（500元）左右可以接受。(宁波之星)The tyre costs RMB4000 each, while it costs only RMB2600 with the same brand in other stores. I think it is acceptable if their price is 15%-20% higher than the other stores. (Ningbo Star)价钱比较偏高。毕竟是奔驰，我觉得比其它品牌价钱贵是可以的，可是维修保养的工时费就太贵了，

26、降低30%左右就比较合理，顾客也会比较多。(北京之星)The price is fairly high. However, after all it is Benz, I think it is reasonable to be more expensive than the other brands. But the labor cost of maintenance is too much. It would be acceptable to reduce the price by 30%. This would also attract more clients. (New Beijin

27、g Star)我觉得奔驰4S店应该提高服务和零部件价格的透明度，在服务开始前应向我提供服务项目的报价和解释清楚情况。(深圳仁孚特力)I think the Benz 4S store should increase its transparency in both the service and the parts price. Before the service they should list out the prices of service items and explain them clearly. (Shenzhen Zungfu Tellus)Verbatim- Servic

28、e Staff我觉得龙星行的服务态度很差，包括接待人员和维修人员，他们把自己摆在第一位，不重视客户。希望他们能够改善服务态度，把顾客摆在第一位，以客为先。(广州龙星行)In my opinion the service personnel including both receptionists and repairmen in Dragon Star have bad attitude. They are not in customers shoes and they care only themselves. I hope that they could improve the servi

29、ce quality and put clients in the first place. (Guangzhou Dragon Star)我就觉得重庆星顺那边的服务人员的服务态度不好。我车子维修保养方面没有告知我内容就自己加上去了，最后就只是跟我报个价钱就算了，我问他们问题又不说。我就希望他们服务质量能够改善，还有就是维修保养的内容要详细的告诉客户。(重庆星順)I think the service personnel in Chongqing Xingshun are not good. They added items for maintenance without notifying

30、me. Afterwards they just gave out a price list and did not answer my questions. I only hope they could improve their service quality and let the clients know about the details of maintenance. (Chongqing Xingshun)前台服务太差，服务不主动，车子修好后搁在那里1小时都找不到人。(北京北奔)The receptionists have poor service attitude and do

31、 not serve actively. I could not reach any people for a whole hour after the car had been fixed. (Beijing Bei Ben)Verbatim- Service Staff, cont4. 我在买车的时候，询问可不可以加入卫星定位系统，店员解释是现在没有，等有的时候可以帮我升级。但是现在有了，却不跟我升级，觉得店员的诚实程度不好，希望改善。(海南联合皇冠)When I bought the car, I asked the staff if a GPS could be installed.

32、He said there was none at the moment but could help me install later. Now the system is ready but they wont upgrade for me. I feel that the staff was not honest and I hope this could be improved. (Hainan United Crown)我上次去南昌东之星前一个星期去的时候已经预约下一个星期去，下个星期去的时候另外一个工作人员又说没预约，害我白跑一次，希望那里的工作人员作一个协调。(南昌东之星)Las

33、t time when I went to Nanchang Eastern Star, they told me I did not book one week in advance. But in fact I did and they made me waste time and effort. I hope the service personnel there could coordinate this for me. (Nanchang Eastern Star)6.服务要实事求是，主要是时间方面，跟顾客说好什么时间做好服务就应该要做好，就算要推迟也要跟我说清楚。(江苏万帮明都)T

34、he service should be based on honesty. Its mainly the matter of time. They should keep the promise according to what they have told the customers. Even if anything is delayed they should notify me clearly. (Jiangsu Wanbang Mingdu)Verbatim- Part Availability向四川华星订了配件，四川华星承诺710天到，但已经10天了，还没收到电话，感觉很慢。(

35、四川华星锦业)I ordered some spare parts from Sichuan Huaxing and they promised the delivery within 7-10 days. But it has been ten days and I havent got a phone call. I feel they are not efficient at all. (Sichuan Huaxing Jinye)2.配件供应不方便，全部需要国外进口，希望今后4S店能够有足够存货。(青岛三合)All the spare parts need to be imported

36、 and are always out of stock. I hope that they could have enough stock from now on. (Qingdao Sanhe)Q1/2010Verbatim- User-friendly Service1.浙江之信的地点有些偏僻，马路边进去维修中心的路太小了。应该在路口建一个牌子，提醒客户从此进去。(浙江之信)The location of Zhejiang Zhixin is a bit remote and the alley to the dealership is too narrow. There should

37、a sign at the street corner to remind customers the way in. (Zhejiang Zhixin)2.我觉得硬件方面有待加强。主要是休息区小，食品饮料不够多，种 类不齐全。希望多点选择。(浙江之信)I think the hardware (facilities) needs to be improved. The resting area is too small and the variety of beverages is not enough. Hope there can be more choices of beverages

38、. (Zhejiang Zhixin)3.我这款E280车子。系统都是英文。DVD显示也是英文。我想咨询一下北京或上海这些大城市的4S店能不能提供帮我转换中文系统的服务。(河北盛世之星)My car model is E280, the system and the display of the DVD is both in English. I would like to know if the system can be changed to Chinese in the 4S Stores of the big cities like Beijing and Shanghai. (Heb

39、ei Shengshizhixing)4.因为我从贵州到昆明的路途较远，希望日后如果我的车子有配件更换的情况，可以提前在电话先预定配件。这样可以节省我的时间。(昆明星旗)I travelled a long way from Guizhou to Kunming. I hope that in the future, whenever my car needs to replace some spare parts, I can make the reservation of spare parts by calling the service centre so that it can sa

40、ve my time. (Kunming Xingqi)Verbatim- User-friendly Service, cont5.展厅空间太小，销售的钥匙扣、皮包、装饰品没有宝马多。品种不够多，太少了。(海南联合皇冠)The accessories exhibition area is too small. They dont have as much key holder, bags as BMW. Also there is not enough variety of products. (Hainan United Crown)6.希望有一个代开的服务。在我们比较忙，没有空的时候，而

41、我们又想做服务。希望有工作人员亲自来把车开回去。(上海东驰)We are quite busy at the moment but we still want to get the car some repair service. And we hope that there can be a service which the staff at the service center can come and pick up the car that needs to be serviced. (Shanghai Dongchi)7.希望可以在店内设立一个可以专门吸烟的吸烟区。因为在休息区里是

42、有女人和小孩，吸烟的话会影响到别人 (宁波宁兴新宇)Hope that there can be a smoking area in the service centre, since there are women and kids there, smoking will affect the others. (Ningbo Ningshing Xinyu)8.多设几部热线电话，有一次我打了一个小时也打不进去。 (内蒙古之星)I hope that there can be more service hotline. Last time, I could not get connected

43、even though I have tried numerous time within the hour. (Inner Mongolia Star)Verbatim- Follow-up1.每次维修后都应该打回访电话并亲切问候和了解车辆情况。 (台州欧普)There should be a follow-up call to greet the customers and follow-up on the car conditions after every repair visit. (Taizhou Oupu)2.以后希望奔驰能够建立一种服务提醒，譬如：客户的车到了该做保养的时候，等

44、等类似的情况。奔驰可以用短信提醒等方式提醒客户。 (北京之星)Hope that Mercedes-Benz can provided some kind of reminding service, e.g. if it is time for the customers car to do some routine service, dealer can remind the customers by sending SMS. (New Beijing Star)Verbatim- Convenience1.接待时登记维修和结帐的时间太长了，等候时间太长。(济南之星)The time req

45、uired for registration and processing payment is too long. The waiting time is also very long. (Jinan Star)2.在5月1日那天，我打电话到哈尔滨之星，希望到那里更换轮胎，但电话没人接听。我直接到了哈尔滨之星后，被告知当天是休息日。我认为奔驰的售后服务中心应该改善营业时间。在节假日里面应该有人员值班，方便顾客。(哈尔滨之星)I called Harbin Star on May 1st hoping to replace the tire but no one picked up the p

46、hone, so I went to the service center and only find out that it was closed. I hope that the After Sales Service Center can modify their working hour so there will be staff working during holidays. (Harbin Star)3.在保修期内我要更换损坏的零件时，云南远安要我拿出原始车发票来核对。我觉得这样很不人性化。电脑里面就有记录了，干嘛还要拿发票？简直是无理取闹，这一定要改善的。 (云南远安昆星)I

47、 was asked to present the original car invoice when I went to Yunna Prime Star to replace some spare parts within the warranty period. I think it is very illogical since all the records should already in the computer system. It is ridiculous and must be improved. (Yunan Prime Star)Verbatim- Convenie

48、nce, cont4.我觉得修车没有一个明确修好的时间，他们没有时间观念。我的车子已经放在那里2个月了，为我造成很大不便。要给一个明确的时间什么修好，这个最重要。(福州东星)The staff at the service center doesnt have the concept of timing. I have already leave my car in the service center for 2 months and it is very inconvenient to me. I hope they can give me a clear timing required.

49、 (Fuzhou Eastern Star)5.付款方式不方便。希望能公对公的转帐，或签一些协议。付现金对我们这些集团来说，挺麻烦。(厦门空港航星)The payment method is very inconvenient. Hope that they can accept payment between companies (i.e. the dealers and the customers companies). It is very inconvenient for the company cars customers to pay in cash. (Xiamen Airpor

50、t Star)6.反馈的信息，处理效率应该要高一些。我的车5月29号过去的了，一直到现在还没有给我答案。处理一些事情速度太慢了。(福建省泉州闽星)The efficiency of handling feedback should be improved. I have sent my car to the dealer on 29th May but still havent received feedback from them. (Fujian Quanzhou Min Xing)Verbatim- Repair Quality1.有一次是车子的喇叭出现故障，浙江之信的人说是要更换喇叭，

51、但我付款更换后，车子还没到家就又再出现故障 (浙江之信)The speaker got some minor problem last time and the staff at Zhejiang Zhixin ask me to replace it. After I paid and get it replaced, the same problem happened again. (Zhejiang Zhixin)2.有一次维修的时候把车子的内饰给弄脏了。还有一次是忘记帮我把工具箱的一个螺丝上好，结果弄掉了，要我重新上。希望加强维修人员的素质。 (潍坊之星)There is once t

52、hat the staff stained the interior of my car. Also, there is once they forget to tighten the screw. I hope that the quality of the repair staff can be improved. (Wei Fang Star)3.机器老是检测不出车子的问题。检测车子的时候不够彻底，不准确，到底是什么原因都不清楚。我的车子的胎压没有了，到现在还没有帮我修好。(湖南仁孚海润)They always could not identify the problem. Also,

53、when they do the checking, its not thorough enough and also not accurate. The pressure problem of my tires still remained. (Hunan Zungfu Hairun)Verbatim- Repair Quality, cont4.我觉得他们的技术人员对车辆的熟悉度不够，不够专业，技术不够。我的倒车镜明明有自动调节功能，我自己不会调，去4S店问他们，他们说我的车没有这个自己调节功能。后来我的朋友帮我调好了。我觉得这间4S店真的很不专业，令我觉得奔驰这个品牌大折扣，希望改善此问

54、题。(宁波之星)I think that the staff is not that familiar with the car and they are not professional enough. The mirror has the automatic adjustment function but the staff at dealer told me that it did not have that function. This made me feel that the authorized dealer is very unprofessional, it also aff

55、ects my perception towards the Mercedes Benzs brand image. (Ningbo Star)Verbatim- Repair Price1.工时费贵，上次我换了一个空气过点的那个东西用了1万四，工时费就接近1万。配件费才3，4千。 (辽宁之星)The labor hour is very high. Last time I replaced a spare part and they charged me RMB 14,000. The spare part cost around RMB 3000-4000, and the labor h

56、our is around RMB 10,000. (Liaoning Star)2.B级保养在外边的中档维修厂才要2000块钱左右，但龙星行要4000左右。如果能下降30-40%的话，我觉得比较合理。 (广州龙星行)The service B at other middle ranges un authorized service center only charged me RMB 2,000 but for the same service, Guangzhou Dragon Star charged me RMB 4,000. I believed the cost should re

57、duced by 30-40%. (Guangzhou Dragon Star)3.我觉得价格比较高，工时费比较高。价格透明度不高，性价比不高。需要提高透明度，最好列一个简单的价目表，一目了然。(广东仁孚怡邦)I think the overall price is high and so does labor hour. Also the pricing is not transparent enough. They should provided a clear price list. (Guangdong Zungfu Yibang)Verbatim- Service Staff1.上次

58、我的背包放在车后箱忘记拿了，车就放在维修中心维修。后来背包找不着，我给服务人员和主管打电话。每次都把责任推托，就说找不着，一点也不负责任。也不主动和我联系，每次都是我给服务人员打电话。 (温州之星)Last time I took my car to the service center, I left my bag in the car. They lost my bag so I called the service staff and supervisor to follow-up on this. They do not take any responsibility at all a

59、nd just told me that they cannot find the bag, every time it was I who called them, they never called me to follow up on this. (Wenzhou Star)2.服务人员个别不错，个别服务人员比较松散.下班时候坐在顾客休息区抽烟，给顾客的感觉不太好。服务人员在给顾客进行服务的时候，和同事之间呼来喊去的，说话声音很大。工作的表现不太好。 (北京北奔)The service quality really depends on the individual staff, som

60、e of them are quite good but some of them are quite inattentive. They smoke at the customer resting area when they are off, this gives a really bad impression. Also, when they are working, they shout at each other and their work is not good.Verbatim- Service Staff, cont3.我觉得你们店的工作人员工作不够严谨。有一次我前一天晚上打