Help - Mercedes-Benz South West

Frequently Asked Questions

Topics

Servicing & Workshop Queries
Purchase & Part Exchange
Finance & Contract Queries
Motability
Contact Us

Is Mercedes-Benz South West open?

Yes, as of Monday 1st June our showrooms are now fully open to the public. We have implemented a range of social distancing measures to keep our community safe. Read more about how we’re keeping you safe.

We will be updating our website with any changes to these times. Visit your local dealership page for more information.
Where can I get the latest information from Mercedes-Benz South West?

We will be communicating all changes via our email newsletters, on our social media channels (Facebook, Instagram, Twitter and LinkedIn), as well as via the news pages of our website. If you have any queries, please contact us on 03301 730 280 or email info@mercedes-benzsouthwest.co.uk.
Do I need to wear a face covering?

From Friday 24th July we will be following government guidance regarding face coverings in shops, and politely request that customers wear face coverings when inside our dealerships. Masks will be available from reception if you don’t have one.

Servicing & Workshop Queries

What if my service or MOT is due?

Our workshops are open and here to help. We are offering socially distanced Drop & Go appointments, as well as a free Collection and Delivery Service for our customers.

MOT:
Any MOTs due after the 30th March – The UK government have confirmed that any MOTs due between the 30th March – 31st July 2020 will receive a six month extension. However, our workshops are open and happy to help as soon as you are ready to make an appointment.

Service:
For customers unable to attend a service appointment when their car’s service is due, a temporary revised limit for overdue services has been implemented:
– For Mercedes-Benz cars, the limit has increased to 180 days / 3,728 mileage interval exceeded (previously 90 days / 1,864 mileage interval exceeded).
– For smart, the limit has increased to 180 days / mileage interval exceeded by 20% (previously 90 days / mileage interval exceeded by 10%).

If you still require a service on your vehicle you can make a booking online or call our online bookings team on 03301 730 280.
What if I have a Service Plan?

ServiceCare customers (with either Mercedes-Benz UK or Mercedes-Benz South West administered plans) who are unable to have their service completed at the scheduled time or until after expiry date of the plan, providing the plan is either paid in full or the direct debit continues until fully paid, your plan will still be honoured.
What happens if I breakdown or have an accident during essential travel?

If you are covered by our Roadside Assistance program this will still be available to you. If you require Roadside Assistance please contact 00800 1777 7777 or +44 (0)207 975 7077.

Comprehensive Roadside Assistance comes free-of-charge for 3 years with any new Mercedes-Benz or 1 year with all Approved Used cars. This is maintained for any customers who service their cars with an official Mercedes-Benz Retailer.
For Van Customers: Our MobiloVan 24hr Support is also available. Contact UK: Call 00800 3777 7777 or +44(0) 207 660 9991.
My Warranty is due to expire and there is a fault on my vehicle, will it still be covered?

If we have diagnosed a fault on your vehicle, but are not able to do the necessary repairs before the end of your warranty you will be exempt from any charges.

Purchase & Part Exchange

Can I still purchase or part-exchange a vehicle?

From 1st June our showrooms are open and we look forward to welcoming you to the dealership. If you prefer to complete some, or all, of your purchase online, our Online Showroom is available for your to search, shortlist and shop for your next car.

The Online Showroom features detailed overviews of each of our new models, as well as a full directory of our Approved Used stock. Each vehicle has details of specification, mileage and images. You can also ‘shortlist’ your favourite vehicles to compare the different cars that are available.

If you would like to part exchange your car, you can receive an estimated value by requesting a valuation and uploading images or video of your vehicle. Our team will then be in touch to discuss your part exchange.
I’m interested in a vehicle, can I pay the deposit over the phone to reserve it?

Yes, our Sales teams are happy to discuss this with you and deposits can be taken over the phone. Please contact us on 03301 730 280 or email info@mercedes-benzsouthwest.co.uk to discuss your requirements, we’d love to hear from you.
When do I need to pay for a vehicle that I buy online?

You will need to have fully purchased your vehicle before it’s delivered to you. Payment, or deposits for PCP or Hire Purchase contracts, will need to have arrived in our account before you can take delivery of your vehicle.
If I am paying monthly for my car, when will the payments begin?

The first payment will be taken one month after your finance agreement is activated. Our sales team will be able to provide details on this as you go through the purchase of your vehicle.
I am currently not working and am being paid via the Job Retention Scheme. Can I still buy a car?

Your application to purchase a vehicle will be subject to the usual credit checks with Mercedes-Benz Finance. Our Sales Teams will go through this with you, please contact us to discuss your options in more detail.
Can I come and collect a vehicle that I have recently ordered?

A free Collection and Delivery Service is now available, or our 48 Hour Safe Delivery Guarantee can have your vehicle delivered to your door with two days. Read more about our socially distanced services.

To find out more read our Step by Step Guide to Buying online or call 03301 730 280.
Can I still Test Drive the car I'm interested in?

Yes, we are currently offering Unaccompanied Test Drives from either the dealership or your home address. Simply fill in the ‘Book a Test Drive’ form for the vehicle that you’re interest in and our team will book you in. Your vehicle will be fully sanitized before your Test Drive.

Finance & Contract Queries

I’m concerned about meeting the payments for my car. What should I do?

All finance contracts are with Mercedes-Benz Financial Services. If you are concerned about meeting your payments or any aspect of your finance contract you should contact them on 0370 847 0700 or via email on email oneworldcustomerservice@daimler.com with your vehicle registration, agreement number and reason for assistance.
I’m due to come to the end of my contract and was planning to hand back my vehicle, what should I do?

Mercedes-Benz Financial Services are offering customers a short-term extension of up to three months added to the end of their contract, should this be necessary. If you would like to discuss this option please contact extensions@daimler.com.

Motability

I am on the Motability scheme and interested in buying a Mercedes-Benz. Can I still do so?

We have a number of Motability specialists who would be happy to help you with your query. Please contact our sales team to discuss your individual needs.

Contact Us

For any other queries, please call 03301 730 280. Mercedes-Benz South West is fully operational, so please contact our switchboard who will be able to pass your query on to the correct staff member who will then assist you. Thank you for your continued understanding during these challenging times.