US dealers get $2,500 on customer care for each Mercedes-Benz S-Class sold

Article by Anita Panait, on December 3, 2013

Mercedes-Benz USA has allotted up to $2,500 that dealers could use to take care of each buyer of the redesigned S class. Dealers could use the amount for a quick car service, even without factory preapproval, according to chief executive Steve Cannon. The money could also be used on perks like free dinners.

The allotment comes under a new program, dubbed as MB Select that was launched when the carmaker started selling the redesigned 2014 S-class sedan in September 2013 in the United States.

It was part of Mercedes’ bid to hike its reputation for customer care. The new CLA has been included in the program, in which the dealers could spend up to $1,000 per buyer of the front-wheel-drive sedan. The program will be extended to other models, Cannon said.

Mercedes so far has fallen behind rivals in customer service, ranking ninth of 11 luxury brands in the 2013 J.D. Power and Associates Customer Service Index Study. Mercedes-Benz USA has told dealers to spend the amount as they see fit, with "no questions asked."

For example, Cannon cited an instance that an owner of a new S class had to go back to his dealer to have a certain problem fixed, the dealer did not only apologize and fixe the issue, but provided a gift card for the best restaurant in town.

"The problem was fixed immediately, but we said that does not happen with the S class, the best car in the world. Dinner is on us," Cannon said during an interview with Automotive at the Los Angeles Auto Show. He remarked that the customer was “so thrilled” that he returned the next day and bought an SL.

New S-Class from Mercedes-Benz is projected to extend the limits of technology on different levels through the use of three engineering priorities dubbed as “Efficient Technology,” “Essence of Luxury,” and “Intelligent Drive.” Indeed, with this the S-Class will not only serve as the brand’s technological driving force but also for auto development as a whole.

The second of these, “Essence of Luxury,” is all about making sure even the last detail was perfect. Under this goal of being the best, the proof could be seen in the interior. Indeed, it is evident everywhere, the air conditioning or the seats, and the design or the comfort. It is even in the safety and comfort in the rear or the infotainment.

For this flagship model, the engineers brought in new ideas, had painstaking realizations, and even had the highest perceived quality. This was not only true for the model itself but even for the people working on it. It was the same with safety. A decade ago, Mercedes-Benz started with what it called as PRE-SAFE before moving to DISTRONIC PLUS.

This has resulted in a new aspect when it comes to motoring which is combining safety and comfort. This is known as the “Intelligent Drive.” By utilizing a wide range of new systems, it allowed the S-Class to not only be safer but also to provide more comfort. According to Dr. Dieter Zetsche, who is the Head of Mercedes-Benz Cars and the Chairman of the Board of Management of Daimler AG, the focus on the new S-Class was never about choosing between dynamism or comfort, efficiency or power, or even aesthetics or safety.

The goal, he continued, was to be the best in all aspects or nothing at all. He added that no other model stands for the brand promise that the S-Class. Like each of the generations before it, customers can expect that the new S-Class will continue to be “the best automobile in the world” and set new standards in the segment.

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