Why I won’t be buying a Marco Polo

[Toothlessjon]

My experience in attempting to purchase a Marco Polo has been torturous. I have spoken to umpteen dealerships and visited two, none are fully versed in speciation of the vehicle.

Whilst the sales persons try to be helpful, the two dealerships I have had the frustration of visiting, knew next to nothing about the MP, and neither could even demonstrate the functions of the vehicle.

At both dealerships the demonstrator vehicles rear seats would not fold down. Both dealerships had to cancel my second visit because 1. The vehicle was transferred to another dealership, even though they new I was due in to see the vehicle. 2. The vehicle battery had not been charged and the seats still couldn’t be operated.

After sitting down with the dealerships for over two hours and umpteen emails, neither provided me with the correct specification I had asked for and so the actual cost was incorrect.
They can’t even provide me with an estimated delivery date!

Over the years I have purchased a number of Mercedes, and have never had a decent customer experience with their dealerships but this experience has been so much worse.

So that’s my moan over, I am only sad that the California is just too small as I would buy one of them instead.

 

[Toothlessjon]

Update - So I said to myself “Let’s not get frustrated, there is a used MP on the south coast that meets most of my spec, I’ll give them a call and have a chat”. He’s on leave, lol. Ok I’ll go over to Volkswagen it’s only 30mins away, have another look at the California, perhaps I can make it work? Plus I can get 4 wheeled drive, double glazing etc etc. Just rang to see if I could meet with my salesman , he’s on leave this week. Perhaps I can speak to the manager, he seemed to know more about the California anyway? He’s not in. Okay, can I speak to anyone then regarding the California? Sorry, we only have one person in today and she’s dealing with a vehicle handover. Lol..

Somebody is trying to tell me the camper van life is not to be. Perhaps I’ll give The Hymer Grand Canyon dealer a quick ring?

 

[RFT]

It really should be easier than it appears. Why wouldn't a salesman want to sell you a nice expensive vehicle when you're champing at the bit?

Unfortunately lots of us do have issues which is why we are here to share our experiences and answers.

Take a look at these threads for some ideas about where to go to find a willing salesman. Be prepared to put yourself out. Most salesman haven't got a scooby doo but it's worth persevering.

what sort of discounts are you getting

Carwow still around the 6-7% mark.

www.marcopoloownersclub.com

Unhelpful dealers

 

[Steve B]

I agree with the lack of knowledge in most garages (especially around heaters); our dealers sales person did try for us and found us a vehicle at the right spec and got virtually everything right. It does mean that negotiating discount is more difficult though! I was happy to get a little less discount but good service and the MP I wanted, quickly.

 

[Toothlessjon]

In June last year I bought my first Lexus, an LC500. The customer service was excellent, in fact I have purchased 3 other cars from Japanese car companies over the years and always had a good experIence. Mercedes know that when you walk out the door, another punter will walk in, they have no pressure to make a sale (IMO).

Anyway I am going to take RFTs advice and contact the dealers the members have had a good experience with and see how it goes.

 

[Steven rhodes]

In June last year I bought my first Lexus, an LC500. The customer service was excellent, in fact I have purchased 3 other cars from Japanese car companies over the years and always had a good experIence. Mercedes know that when you walk out the door, another punter will walk in, they have no pressure to make a sale (IMO).

Anyway I am going to take RFTs advice and contact the dealers the members have had a good experience with and see how it goes.

True !that's my experience too they are not interested in your custom as daft as it sounds,but if you want one just go buy one,that's what I did ignore the dealers find a spec you like for a price that suits an buy it don't let salesman ruin what could be a happy experience of ownership buy it and enjoy it and then sell it when you ready

 

[vin K]

Steven, I was in your shoes last year and thought that I had made the right decision between the VW and the MP and went to several MB dealers. After quite a few too many days spent and a similar experience to yours I took myself begrudgingly over to the VW and bought a T6 campervan. I was caught out in the embargo where the MP could not be released for sale and so opted for the VW. It didn’t work for us and I sold it for a loss a short 3 months later for a MP and have honestly never looked back. It is perfect for us as a family camper, daily driver and mobile office. My advice is that the amazing contributors on this forum have the best knowledge and with the info on this site I was guided to the correct purchase. As horrifying as the sales process can be don’t let it put you off MP ownership (as said previously). Deep breath and try elsewhere. From the forum Sandown group seem really good and up to speed. Best of luck!

 

[Steven rhodes]

Sorry to hear of your vw experience but at least you found what worked for you in the end and i agree that's ultimately what the original poster needs to do,my dealer wasn't that great tbh but I just cracked on with it and bought what I wanted and got the roof to go up when I got home and reset the seats that would not go flat at the dealers at home also, but i could have just thought no sod that but the van appealed to me for some reason and i tend to go on gut feeling ,i think dealers on the most part don't have any real knowledge of the camper they are selling which isn't great from a buyers point of view as it's a lot of money to part with but life too short to hang around in my view,so I say it again get it bought and if it's not right sell it later on

 

[Steve B]

In June last year I bought my first Lexus, an LC500. The customer service was excellent, in fact I have purchased 3 other cars from Japanese car companies over the years and always had a good experIence. Mercedes know that when you walk out the door, another punter will walk in, they have no pressure to make a sale (IMO).

Anyway I am going to take RFTs advice and contact the dealers the members have had a good experience with and see how it goes.

I can message you the details of our dealer/sales person if it helps, many were just not interested. He did do research and put some effort in for us. We had to travel though, its 100 miles away from our house!

 

[Toothlessjon]

Hi Steve
I am happy to consider any dealership. I know exactly what I require in fact I was going to place my order yesterday when the dealer cancelled my appointment because he couldn’t get the demonstrator seats down, because I suspect he’d forgotten to get the battery charged.

Andy.

 

[BabaJen]

Sadly Mercedes are not alone, many VW dealers are like that. I've always put it down to the fact that for every 100 or so trans[orters the dealer is going to sell, often as works utilities where no one is going to be terribly fussed about condition, one California can be a total pain in the backside and also means training staff in specialist, and rarefied, knowledge.

I beat my head against the MB dealer disinterest, and if I'm fair I've had more success with VW but then at least with VW I am forewarned as to whom to go to and not to go to.

It is a shame that an overwhelmingly good vehicle should be sold by such an underwhelming motley bunch.

 

[Toothlessjon]

i have also noticed that they push the stock Mercedes, and discourage you from purchasing factory built.

Most customers will take a lower spec to get the vehicle earlier.

They also want you to take finance as they get a kick back and can vary the interest rates to get a further profit.

As a cash buyer it seems I am not really worth selling to, but they can’t turn me away. That’s the feeling I get anyway.

 

[Toothlessjon]

So in my quest to purchase a Marco Polo I contacted Mercedes Milton Keynes. They advised that they had two I could have a look at. A demonstrator and a new MP. So I arranged to take a trip their today. They asked was their anything particular I need them to find out about the MP? No I said, but can you make sure the back seats with go flat? No problem they said.

So I arrived after a 2hrs journey to be told that the demonstrator had now been sold and the General manager had taken the remaining MP away to Devon for Easter! You could not make it up.

So I have now abandoned my purchase of the Marco Polo, and have booked a visit to Harbour Creek to look at the Westfalia Jules Verne and Kepler 1.

My only wish was that I could purchase a Mercedes direct from Mercedes Benz, because the dealerships are an absolute disgrace.

 

[Steven rhodes]

Shocking that ! although I'm not surprised id complain to Merc UK and let them know how your being treated by multiple dealers

 

[BabaJen]

So in my quest to purchase a Marco Polo I contacted Mercedes Milton Keynes. They advised that they had two I could have a look at. A demonstrator and a new MP. So I arranged to take a trip their today. They asked was their anything particular I need them to find out about the MP? No I said, but can you make sure the back seats with go flat? No problem they said.

So I arrived after a 2hrs journey to be told that the demonstrator had now been sold and the General manager had taken the remaining MP away to Devon for Easter! You could not make it up.

So I have now abandoned my purchase of the Marco Polo, and have booked a visit to Harbour Creek to look at the Westfalia Jules Verne and Kepler 1.

My only wish was that I could purchase a Mercedes direct from Mercedes Benz, because the dealerships are an absolute disgrace.

A very sad thing to read.

Both vehicles you mention are fine alternatives. My one reservation is they are dedicated campers, lack the flexibility of the bench seat movement that turns a camper van into a removal van, municipal tip dumper truck or just something to cart large objects around in. Another small concern would be where do you take them when something goes wrong on the Camper side? Unlike with a VW or Merc branded product that can be serviced or repaired at any of the worldwide network where do you have to travel to with something not supported by an equivalent network?

 

[Steve B]

That is bad; the one being sold you can understand, but the person responsible for customer engagement taking the other vehicle away for personal use (hope he/she pays the benefit in kind tax for this!) is not acceptable. As Steven says, I would report that part. Once you have bought one, you don't need to visit the dealerships except for warranty/servicing, so I wouldn't give up.

 

[Method7]

Being a bit of a geek I found out pretty early in my life that sales people generally have no idea about the products they are selling. All these products on the market are sold as lifestyle accessories, you are not expected to care about the specifics or even know the details. This concept was cemented in the late 80s Dixon’s while attempting to purchase HiFi and camera equipment, I just wanted to discuss advantages and disadvantages of specific functions, I wanted a geeky fix to fulfil and maximise the joy of making a (seemingly) significant purchase.

To be fair sales people, estate agents and any other front of house operative in general do not have the capacity to digest and understand all this data, their primary purpose is quite simply to do the admin. Their prime concern is not to serve the customer, it is to run the cash register.

For me it is the responsibility of the buyer to fully understand their needs and how, or if that fits within the market. This must include the product the options available and potential after market capabilities. Good homework, research and being pragmatic about all the things you discover will almost certainly help narrow down your options.

I no longer expect a visit to a showroom, exhibition centre or shop to fulfil my academic requirements, I don’t expect the person who presents themselves as a assistant to know more about the product than me, it’s great when they surprise me but I don’t expect it because I already know, I have already made my decision and I suspect this is the same for most of us.

Agreed, a knowledgeable and accommodating experience can swing the deal when we doubt ourselves but without that we have still made our decision. I think we have pre-conceived expectations when we visit these points of sale and this is hugely influenced by the value of products being considered.

Pop to the shop for a news paper or pop to the showroom for a 70k van, I’m not sure the experiences should be different, I know we expect it to be different but why should it?

I’ve not had any other main dealer experience and cannot really fault MB, we knew what we wanted, we found a vehicle 260miles away made some phone calls exchanged videos and photos and made a deposit. 7 days later, I jumped on a plane sales man picked me up at the airport we completed the deal and I drove off.

I didn’t buy a MP because I was expecting other pople to know more about it than me, I didn’t expect it to be a fun, enjoyable experience, spending that kind of money hurts.. For me the pleasure in this process lies in the research and decisions, the choices and turning my back on that really quite good MB dealership in Manchester.

I think if you are after a service experience then maybe consider booking into a health spar or The Fat Duck.

 

[BabaJen]

I think if you are after a service experience then maybe consider booking into a health spar or The Fat Duck.

And be very disappointed if when you get there you find they have run out of products and the spa professional is having a massage and makeover somewhere else.

 

[Method7]

And be very disappointed if when you get there you find they have run out of products and the spa professional is having a massage and makeover somewhere else.

Yes that is very poor, I wasn’t really referring to this particular experience, but again it does go to reaffirm my point that these “assistants” have other priorities.

 

[Toothlessjon]

Being a bit of a geek I found out pretty early in my life that sales people generally have no idea about the products they are selling. All these products on the market are sold as lifestyle accessories, you are not expected to care about the specifics or even know the details. This concept was cemented in the late 80s Dixon’s while attempting to purchase HiFi and camera equipment, I just wanted to discuss advantages and disadvantages of specific functions, I wanted a geeky fix to fulfil and maximise the joy of making a (seemingly) significant purchase.

To be fair sales people, estate agents and any other front of house operative in general do not have the capacity to digest and understand all this data, their primary purpose is quite simply to do the admin. Their prime concern is not to serve the customer, it is to run the cash register.

For me it is the responsibility of the buyer to fully understand their needs and how, or if that fits within the market. This must include the product the options available and potential after market capabilities. Good homework, research and being pragmatic about all the things you discover will almost certainly help narrow down your options.

I no longer expect a visit to a showroom, exhibition centre or shop to fulfil my academic requirements, I don’t expect the person who presents themselves as a assistant to know more about the product than me, it’s great when they surprise me but I don’t expect it because I already know, I have already made my decision and I suspect this is the same for most of us.

Agreed, a knowledgeable and accommodating experience can swing the deal when we doubt ourselves but without that we have still made our decision. I think we have pre-conceived expectations when we visit these points of sale and this is hugely influenced by the value of products being considered.

Pop to the shop for a news paper or pop to the showroom for a 70k van, I’m not sure the experiences should be different, I know we expect it to be different but why should it?

I’ve not had any other main dealer experience and cannot really fault MB, we knew what we wanted, we found a vehicle 260miles away made some phone calls exchanged videos and photos and made a deposit. 7 days later, I jumped on a plane sales man picked me up at the airport we completed the deal and I drove off.

I didn’t buy a MP because I was expecting other pople to know more about it than me, I didn’t expect it to be a fun, enjoyable experience, spending that kind of money hurts.. For me the pleasure in this process lies in the research and decisions, the choices and turning my back on that really quite good MB dealership in Manchester.

I think if you are after a service experience then maybe consider booking into a health spar or The Fat Duck.

What nonsense, the simple fact is you deserve good service whether it be purchasing a newspaper or a top brand vehicle, the value as no relevance what so ever. I’m not purchasing this vehicle out of vanity or to get a kick out of a salesman licking my backside . I expect a dealership to be able to answer all my questions to help me determine if this vehicle suitable for my use or not, I don’t wish to spend a month of my life tracking down information and driving up and down England. I have far better things to do with my time. In fact I’d much prefer to view the vehicle, get my questions answered, Choose the model, add the extras and pick it up in two months, or move onto something more suitable.