Flaking trim surface - How do I complain?

briandm

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Was cleaning the car yesterday and noticed that the surface on the console above the centre air vents, just above the transmission hump in the rear of the car, was flaking off! I just scratched at it with my fingernail and more came loose! Haven't a clue how this started but the surface seems very 'loose'. The car was in MB today for a auxiliary battery replacement under warranty so I mentioned it. The dealer referred it to MB who declined a repair under warranty as they say it was caused by 'external influences'. Presumably they think it's been bashed/scratched but I can assure them it hasn't. There is no sign of a scratch or mark, just the surface finish flaking off. The surface coating seems very loose, as if it is not well bonded to the console. £70 + vat for the part plus labour! Can't believe they've refused the replacement under warranty, especially as there is no sign of distress, just the flaking surface.

Any help/advice appreciated on how best to proceed when I phone MB customer services tomorrow to complain.

Thanks.
 

Xtractorfan

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You could just stick a small bit of sticky tape near to a paint edge that has flaked and lift off a tiny bit of the surface coating, mount it on a bigger piece of paper, photograph or film the event and then post a clip to MB with the forensically removed flakey paint sample... and see what they say... Any further correspondence to them should include a footnote to say that there may be just cause for you to post the clip to social media. They don't like the great unwashed getting wind of their weak and silly excuses for poor quality workmanship.
 
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briandm

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You could just stick a small bit of sticky tape near to a paint edge that has flaked and lift off a tiny bit of the surface coating, mount it on a bigger piece of paper, photograph or film the event and then post a clip to MB with the forensically removed flakey paint sample... and see what they say... Any further correspondence to them should include a footnote to say that there may be just cause for you to post the clip to social media. They don't like the great unwashed getting wind of their weak and silly excuses for poor quality workmanship.

Excellent advice, thank you. That would show that the surface is flaky and not well attached, I'll give it a go.
 
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briandm

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Excellent advice, thank you. That would show that the surface is flaky and not well attached, I'll give it a go.

I did as you suggested with the sticky tape and a piece of the surface coating came off! I've now spoken to MB customer services who were very sympathetic and made all the right noises about 'goodwill' and 'I'm sure we can help with this'. They're going to speak with the garage and get back to me. Fingers crosses for a positive outcome.
 
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briandm

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I did as you suggested with the sticky tape and a piece of the surface coating came off! I've now spoken to MB customer services who were very sympathetic and made all the right noises about 'goodwill' and 'I'm sure we can help with this'. They're going to speak with the garage and get back to me. Fingers crosses for a positive outcome.
No positive outcome! Goodwill declined. So that's it, if I want to take it further I need to complain to the Ombudsman. I've had new MB's since 1988 and this is how they treat me. Shocking, in my opinion. Anyway, 'the straw that broke the camel's back'. I've now cancelled my service contract and will not be buying another Mercedes.
 

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No positive outcome! Goodwill declined. So that's it, if I want to take it further I need to complain to the Ombudsman. I've had new MB's since 1988 and this is how they treat me. Shocking, in my opinion. Anyway, 'the straw that broke the camel's back'. I've now cancelled my service contract and will not be buying another Mercedes.

It's very sad that a stupid jobsworth has made a decision that has driven you to leave the franchise after a long time - I hope you've told them that!
-btw: did they ever explain what the 'external influences' were that they claim might have caused/contributed to this?

If you feel sufficiently angry about it you could take them to the small claims court and claim for the part and labour - when you add it up - it's c.£200 so suddenly it's not so insignificant and I don't think they will ever win a claim where the outer finish is flaking off on a 2015 vehicle!
 
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briandm

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It's very sad that a stupid jobsworth has made a decision that has driven you to leave the franchise after a long time - I hope you've told them that!
-btw: did they ever explain what the 'external influences' were that they claim might have caused/contributed to this?

If you feel sufficiently angry about it you could take them to the small claims court and claim for the part and labour - when you add it up - it's c.£200 so suddenly it's not so insignificant and I don't think they will ever win a claim where the outer finish is flaking off on a 2015 vehicle!

Thanks for your sympathy Dave. I'm furious. Next step is to complain to the Motor Ombudsman but that's me finished with MB.
 

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I can't understand them taking this view unless they can demonstrate you caused the peeling (which of course is not the case), they would get such a lot of loyalty by doing the right thing and it would cost them very little.

I can see the headline in the newspapers already.
MB's flaky excuses
 
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briandm

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IMG_1852.JPG IMG_1854.JPG IMG_1863.JPG

I've now worked out how to post photo's. Here are some pics of the affected area and surface coating removed by sticky tape. I suggest you 'don't try this at home' as you might remove the coating!

I'd be interested in your honest feedback. I'm certain that the area has not been knocked/scuffed/distressed but it is also hard to explain why it's lifted. However the 'sticky tape test' (many thanks to Xtractorfan for suggesting) indicates to me that the bonding of the coating to the housing has been poor and it has become detached because of this. However there was never been any sign of this previously, all looked good, but 'something' has caused it come off!
 
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briandm

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P.S. In my day job I'm a chartered mechanical engineer and maintenance manager on a high hazard chemical plant. We do this sort of thing all the time i.e. find out why things fail and what caused it, so I'm used to doing 'forensic investigations', albeit on running plant. When we do this we make sure we get to the root cause and make sure we don't just say it was 'bad luck' or 'human error', neither of which are usually the case. I'm very annoyed with MB for not doing the same and defaulting to 'external influences' (without any explanation of what they are).

View attachment 38049 View attachment 38050 View attachment 38051

I've now worked out how to post photo's. Here are some pics of the affected area and surface coating removed by sticky tape. I suggest you 'don't try this at home' as you might remove the coating!

I'd be interested in your honest feedback. I'm certain that the area has not been knocked/scuffed/distressed but it is also hard to explain why it's lifted. However the 'sticky tape test' (many thanks to Xtractorfan for suggesting) indicates to me that the bonding of the coating to the housing has been poor and it has become detached because of this. However there was never been any sign of this previously, all looked good, but 'something' has caused it come off!
 

L John

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... There is no sign of a scratch or mark, just the surface finish flaking off. The surface coating seems very loose, as if it is not well bonded to the console. £70 + vat for the part plus labour!

Sorry but I see several lines radiating from the damaged area as if it has had something pulled over it, unless you did that when you were testing the coating?
Once damage has started, however small, it will easily run.
 

ioweddie

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I think you are being treated unfairly, its obvious that it not up to the standard expected of a Mercedes.
I'm not sure how you can get this resolved except take it up the food chain to the top man at Mercedes, I'm sure someone on here has previously posted an email address to the MD.
I hope you get this fixed as its not showing MB in a good light, there is always Watchdog LOL
 
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briandm

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Sorry but I see several lines radiating from the damaged area as if it has had something pulled over it, unless you did that when you were testing the coating?
Once damage has started, however small, it will easily run.

Thanks for feedback. Point taken. The pictures were taken after I'd done the sticky tape test so I'm not sure if these marks were there before I did the test. However I did rub the area when I was originally cleaning the car so this could have caused the scratches as the surface beneath the coating is softer. I fully agree that once damage has started, however small, it will easily run.
 

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Quite honestly if it was mine I'd be happy to pay for the part (pricey for what it is though).
They should at least fit if with no labour as good will, is it a part that can be fitted easily yourself?
The fact its right at the top instead of some obscure place indicates to me it started from some damage that was not seen until it got worse.
I take it the damage shown is after the tape removed more of the coating?
The only way I could see this being a fault is if the sun has weakened it but it would be a common problem if that was the case.
 
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briandm

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Quite honestly if it was mine I'd be happy to pay for the part (pricey for what it is though).
They should at least fit if with no labour as good will, is it a part that can be fitted easily yourself?
The fact its right at the top instead of some obscure place indicates to me it started from some damage that was not seen until it got worse.
I take it the damage shown is after the tape removed more of the coating?
The only way I could see this being a fault is if the sun has weakened it but it would be a common problem if that was the case.

Thanks for your honest feedback. I think what's annoyed me the most is the curt response of Customer Services. They left a message on my phone to call them back. When I called back the guy took my registration number and said he would have to read the notes. Short pause whilst he did this then he responded. ' Sorry, no warranty repair possible and no goodwill'

Maybe I am deluding myself and the damage is nothing to do with MB but their response on this occasion has been atrocious, having been very good with warranty claims on all my previous cars. Don't be fooled by all their valuable customer bollocks. Over 25 years of buying cars from the same dealership and no goodwill
 

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Many moons ago my dad had an air freshener hanging from one of the vents on the centre console of his Primera ,at the point of contact it lifted the outer coating from the trim exactly like what you have experienced.

A chap in work had a similar experience with the Comand fascia on his C class , with (again) an air freshener.

My point is that , from MB`s POV , who is to say that something had not been spilled or a wrong cleaning product used on the trim by yourself or a third party in the previous two years of ownership ?

Just playing the Devils Advocate here.

I understand you are disillusioned with the flippant attitude of the "Customer Service" but taking your business elsewhere will not bother them one bit , there will be another new "disgruntled" customer from Audi / BMW waiting to take your place and that is all they care about , loyalty my arse - in my experience no one bothers anymore.

I agree it is unsightly , so why not call MB Grangemouth and get a discount on the new part and fit it yourself.

Kenny
 
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briandm

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Many moons ago my dad had an air freshener hanging from one of the vents on the centre console of his Primera ,at the point of contact it lifted the outer coating from the trim exactly like what you have experienced.

A chap in work had a similar experience with the Comand fascia on his C class , with (again) an air freshener.

My point is that , from MB`s POV , who is to say that something had not been spilled or a wrong cleaning product used on the trim by yourself or a third party in the previous two years of ownership ?

Just playing the Devils Advocate here.

I understand you are disillusioned with the flippant attitude of the "Customer Service" but taking your business elsewhere will not bother them one bit , there will be another new "disgruntled" customer from Audi / BMW waiting to take your place and that is all they care about , loyalty my arse - in my experience no one bothers anymore.

I agree it is unsightly , so why not call MB Grangemouth and get a discount on the new part and fit it yourself.

Kenny

Thanks for feedback Kenny. If I also played Devils advocate and was in MB's position I'd maybe also question how it was caused and conclude that it was nowt to do with them. However the fact that there is no goodwill is what's really annoying me. I agree that they are not bothered at all, despite all the platitudes when buying the car. Anyway .... onwards and upwards!

Don't suppose anyone knows how hard/easy it would be to replace the console? If it were a case of loosening a few screws and clips I'd be happy to do it myself and avoid paying the extortionate dealer labour costs.
 

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briandm

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Xtractorfan

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There is always the No Goodwill or Warranty at the customer service desk. It should now be escalated by your dealer to higher management. Most people will go away when told 'sorry not our fault'. This is how big business operates... Social media is also a good leverage tool as it gets people talking, and spreads much further than just the few people you happen to meet.
As for the console itself it does seem to be missing the 'plasticiser' under coating that is necessary to soften the plastic and grip the outer paint coat. It would be a relatively easy job to sand back the edges and recoat the area with the proper coloured paint. not forgetting to first use the proper plasticiser undercoating.
 

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