MB Quality: It's a long way (back) to the top...

[Bozzor]

Ah well, only a matter of time before I brought up MB quality again, but there is some good news now, though really there is much ground MB has to make up for...

http://www.telegraph.co.uk/motoring/main.jhtml?xml=/motoring/2006/04/01/mfmerc01.xml&sSheet=/motoring/2006/04/01/ixmot.html

This is a good article on how MB has tried - with mixed success - to improve its quality & image over the past few years in the UK.

That horror story of the SLK is a worry...both for the driver (who had to endure a car that fell apart around him)...and for Mercedes, who have effectively kicked another owner into the Lexus camp. And the fast this was a relatively new SLK is really sad...

But on the bright side, the new S class does seem to have solid initial build quality. We will wait and see if reliability ends up being the same. And most critically, dealers better learn what customer service is all about...

 

[Imhotep Evil]

MB will, sadly, never be on top again.
You can't have world class reliability, high profit margins, and too well paid IG Mettal union workers.

 

[gustavo]

MB will, sadly, never be on top again.
You can't have world class reliability, high profit margins, and too well paid IG Mettal union workers.

Ahh, ...following your logic, BMW, Audi or Porsche (I assume that you agree that this marks are reliable) has non unionized workers.

You don't know jack.

 

[Andaluz]

Q: Is there any chance of Mercedes-Benz, marginally improve the quality?

A: As long they are humble and wise enough, to recognize they do have a major problem...Yes...They can improve the quality.

Even Hyundai improved the quality, for crying out loud!

Let's all pray, that Herr Zetsche can do a better job, than what Herr Schrempp screwed-up.

 

[Bozzor]

Let's all be polite here: no denying that MB has had big quality problems in the recent past. No denying they have tried hard to address the issues. But there is debate as to how successful they have been so far and how long it will be b4 they reach previous levels...assuming they can.

One thing MB really needs to do is improve the dealer service levels. Even if there may be some initial issues with a car, a great dealer can easily eliminate any negative impact on the marque by fixing the issue quickly and professionally.

 

[Snake Vargas]

Yeah, good service and a good aftersales experience can even show that the customer matters to the dealer, and the brand (by extension), sometimes enough that their perceptions of the brand were better than if they had trouble free ownership.

That said, this only goes for some people, and only goes so far.

To improve customer service levels, I have no idea what they might do, but maybe each national arm of MB could do more monitoring of dealer franchises. They could then even revoke franchises if enough poor reports come in, or some such. Unless the arrogance extends all the way to the top, they should at least figure this much out.

Anyhow, I don't think that all people mind too much about MB's declining reputation, not being much automotively aware; but MB had best do something before the word spreads even more.

Some people only learn the hard way, but it would be a shame for MB to have to go that far (and it would likely take quite a while for such a fall) before something happens.

 

[Bozzor]

No doubt that MB has made a big step forward with the new S class: it ismade the trdaitional MB way: like a tank, with immaculate fit and finish using top quality materials. The previous S class, though much imrpoved towards the end of its cycle compared to when it was launched, still showed evidence of cost cutting out of place for what should be the best car in the world.

We should know in about 3-6 months or so how the new S class has fared. The ML 350 has already been recalled for a power steering issue:

http://www.intellichoice.com/reports/vehicleReport/vehicle_nmb/16994/section/recalls/type/new/year/2006/make/Mercedes-Benz/model/ML350

But lets just skip the ML for now: it is the S class that we really need to concentrate on.

 

[Matt]

sometimes quality has nothing to do with reliabilty. Its sometimes simple stuff like cup holders breaking, plastic yellowing, and buttons falling off, which wont be revealed for several years.

I do agree with unionized workers being a huge a problem not only with extra cost but laziness as well and excess coffee breaks . However MB cant just simply take a licence from a franchise, they would have to buy them back, which would be huge expence (around 30 mil average). They cant take the lisence unless the contract contract between franchisee and the parent company has been blatantly broken.

Interesting predicament. Once a union company always a union company. I guess tehy need to cut back on profit, which would really hurt the share holders, so we'll see what they do. The only thing I see them doing is just making better cars. Better engineered along with better materials will only add up to an increase in quality.

 

[Bozzor]

You are very correct Matt: a lot of Toyotas and Lexus cars have buttons and switches the look a little cheap and are worlds away from Audi...but you can be pretty certain they will be working fine in 5 and often 10 years down the track.

I do not see unionized workers per see as a problem: Japan has a heavily unionized workforce and even Japanese plants in the US have a fair UAW presence in a number of cases.

I just feel that MB over the past few years took itrs reputation for quality as a given, whilst it massively increased its product range, shortened its model cycles and tried to mimic Japanese productivity numbers in a way that it was not suited to its fundamental structures and perhaps culture.