E220 CDI Elegance 2007. 21K Miles.

[Riocht]

Good for you. Just remember - YOU are the "injured" party and it's up to them to solve the problem.

Oh, and when you get the "sorry, he's in a meeting..." response tell them you will sit there and wait until he is free. And when they ask "what's it about?", tell them you'll tell the MD direct and do not wish to talk to anyone else. - The "what's it about?" ploy is the usual way they misdirect all MD requests to a lower minion (so he doesn't get to know what's going on!) ...so stick to your guns.

- Have you called MB Customer Service yet?

- You should do this in tandem and tell them you are going tomorrow to ask for the MD. Hopefully, they will speak to him today and by the time you get there he will already have investigated and be ready to put it right.

I do wish you well - and hopefully the matter will get sorted to your satisfaction. As I said, be firm but always polite - and keep pointing out that it's their problem but it's turned into a costly problems for you!

Fingers crossed, will let you know how I get on. Thanks again.

 

[Riocht]

Good for you. Just remember - YOU are the "injured" party and it's up to them to solve the problem.

Oh, and when you get the "sorry, he's in a meeting..." response tell them you will sit there and wait until he is free. And when they ask "what's it about?", tell them you'll tell the MD direct and do not wish to talk to anyone else. - The "what's it about?" ploy is the usual way they misdirect all MD requests to a lower minion (so he doesn't get to know what's going on!) ...so stick to your guns.

- Have you called MB Customer Service yet?

- You should do this in tandem and tell them you are going tomorrow to ask for the MD. Hopefully, they will speak to him today and by the time you get there he will already have investigated and be ready to put it right.




I do wish you well - and hopefully the matter will get sorted to your satisfaction. As I said, be firm but always polite - and keep pointing out that it's their problem but it's turned into a costly problems for you!

I went to them and when I arrived they told me they had discovered the fault, SAM had to be replaced. I did not challenge them about the other parts, I decided to wait until everything was sorted. They fitted the SAM unit on Friday and their driver tested the car over the weekend, car went fine for three days, over 200 miles. So I am going to see the bill tomorrow when I collect the car. Told them I wanted a good discount as I did not want to start a dispute and they said they would be lenient. So I just have to wait and see do I need to contact customer care or not. Thanks everyone especially Trevor for all the help and I will let you know how I get on.

 

[davemercedes]

Glad to hear the fault is sorted (well, fingers x'd....).

But all the previous comments still apply -i.e.: fault diagnosis via part substitution is certainly not an acceptable route for paying customers so here's hoping that your final bill shows a quite dramatic reduction. and
- The start point for you to evaluate a fair settlement should be the cost of the latest repair i.e.: you should reasonably have expected them to diagnose the need and replace the SAM.

- So your bill should comprise i) reasonable diagnosis time ii) cost of SAM iii) labour charge for replacing SAM.

- All the other charges are invalid and should not be on your bill!

I hope you get a fair settlement.

 

[Riocht]

Got it sorted and received a 45% reduction. Thanks again for all the help.