Made an online appointment for an oil change and a loaner vehicle. Got a text confirming the appointment and loaner.
On arrival was informed that they had no record of my appointment, and do not give out loaners for oil changes. My choice was to wait in a waiting room with people within 6 feet or take a ride home in a shuttle van. Neither was a healthy choice, but riding in a van with a non-COVID tested driver seemed less risky than sitting in a waiting room.
A short time later I got a text with multiple upsells/recommended maintenance. While I do enjoy paying $100 for wiper blades and an amazing $2000(!) for tires, the fact that I even got this text shows that they did have a record of my appointment.
The fact that they were too lazy to provide a loaner car means I went and got tires elsewhere. Wipers I did myself.
To state the obvious point....no, you aren't making any money on the oil change when you hand out a loaner car. But the whole point of a dealership service department is to get FUTURE business.
Treat someone right on a loss leader and they'll return for the big stuff......if a dealer service department provides a positive experience, people WILL return, even if the dealer is more expensive.
This is simple basic stuff. A Mercedes service department should be able to hit a home run on this.
Had I been in a loaner car there's a 95% certainty I would have had the additional $2500+/- work done just to get it done.