My daughter has been a Mercedes customer for years,
But the recent experience of service brought us all near tears.

She drove with her three young boys from Phoenix to Long Beach to get on a cruise,
Not expecting that after one boys playful use,

The key would no longer lock the car,
Which she did not notice until she had been driving very far.

She drove to the dealer in Long Beach,
Which was the closest one within reach.

It was a Sunday and they could see,
She would not be here during the week to be able to order a new key.

She was instructed to lock the car manual
At the ships terminal

And upon the ship’s return, to call road service to open the car,
Then to the dealer, she would not have to drive too far,

Because in the meantime they would see
To the order of a new key.

She was asked to call from the ship personally and place the order tomorrow,
And in the meantime enjoy the cruise without sorrow.

But when the next day from the ship she called,
She was told,

Sorry, we cannot take the order by phone,
The order must be in person during the week and by you alone

She explained her dilemma of returning on a Sunday,
And needing to be back in Phoenix that Monday.

Sorry, company rules,
And they remained as stubborn as mules.

The inconsistency of MB policy interpretation
Put a serious damper on our family reunion vacation.

“Customer service” they advertise
Under what category falls this demise?

Of clientele not buying another MB car
Because their service is deplorable and not up to par.

They put her and her family through hell
Expecting her family of five to stay a few days in a hotel

Waiting for a new key.
Because they refused to see,

A customer’s need,
Seemingly unaware that they plant their own negative seed

Of clientele not buying another MB car
Because their service is deplorable and not up to par.

Putting a loyal customer with her young family at risk
Is not a formula to keep future sales brisk.