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| - To Whom it May Concern,
I would like to share with you how incredibly grateful I am for all of the assistance that Bill Stamper of Mercedes Benz of Chandler, AZ provided to my husband and me.
We were driving home from Las Cruces, NM (after visiting my mother to accompany her on medical appointments) to Long Beach, CA and had pulled over to gas up and get a cold drink at Picacho Peak which is in the middle of the desert between Tucson and Phoenix, AZ. We had two dogs in the car and brought them some water to drink. It was resting on the arm rest for the dogs when my elbow bumped it and the water went into the gear shift.
The engine immediately turned off and although all the electrical was working, the engine would not turn over. I called my mechanic and told him what happened. He explained that it is actually a common occurrence because of where Mercedes put the cup holder and unfortunately, we would have to have the car towed to someone who could replace it, because we had shorted out the computer chip that controls the gear shifter and the car was in protective mode which would prevent it from even starting.
We called AAA to discover we had a whole 5 miles of towing covered. They suggested starting with a small shop that was just across the highway to come get us (it took 90 minutes of waiting in 112 degree heat to get to us all the same) and they towed us back to their shop. They had a blower and blew the shift mechanism with it. Miraculously, the car started! We thanked them, got in and drove away, to discover the car would not shift out of first gear!
I called the nearest Mercedes Benz dealership which was Mercedes Benz of Chandler, AZ, about 60 miles away. That is when I was connected to Bill. Bill told me to pull over and not burn out the motor, because it was in "limp" mode. When I told him how far away I was, and that the tow truck drivers were charging $4-5 per mile, he suggested I call Mercedes road side assistance (which was a fantastic suggestion, because they actually towed the car 60 miles to the dealership!).
When we got there, the mechanics were all gone. We had no car. Not only did Bill arrange for a loaner - but, he stayed extra late to drive my husband, me and our 2 dogs in the dealership's van to the airport (which was under construction and had confusing detours), so I would not get lost. This way, my husband and the dogs got into a rental car so they could finish their trip home, while I waited for my car. Bill patiently waited 30 minutes as we did this at 7pm.
Bill assured me that if they could just reprogram the car, they would do that. Unfortunately, that did not end up being an option. Miraculously, they had the part for my 12 year old car and were able to change it and get me back on the road by noon! Additionally, knowing that this was an unanticipated additional expense and I was scrounging between multiple cards to pay the bill, Bill helped me out with a discount.
In the past, I have had the opposite experience with local dealerships. 7 years ago, after a few very bad experiences, I vowed to never go to a dealership for my maintenance or repair needs again. When I figured out that I would have to go to a dealership to deal with this repair, I dreaded it - I was scared that they would rip me off as had been the case in prior experiences.
Instead, Bill Stamper and the customer service team at Mercedes that helped with the tow, reinstilled in me a belief that a dealership can be an honest and wonderful solution when my car needs servicing. I learned that not all dealerships are created equal, and Mercedes Benz of Chandler, AZ and, more specifically, Bill Stamper were ethical, professional, and... very kind and compassionate! I would recommend that everyone trust Bill Stamper and Mercedes Benz of Chandler, AZ with their car maintenance and repair needs - I know that if I lived locally, I would give them all my business!
With gratitude,
Rachel Perlmutter
Long Beach, CA 90804
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