A saga: repairing alarm system in my E220

[shafi]

I gave my E220 M-reg to a local Merc dealer to repair the alarm system. The infra-red didn't respond to the door unlocking system, the key did not turn in the ignition system to turn to engine on. However the alarm was activated when I entered the car from passenger side by manually unlocking the car from the passenger door.

The car was with them for 3 months. They replaced the key, and then replaced the whole alarm system and charged as £1400 pound. However, Iafter settling the payment when we tried the key to unlock the car remotely it didn't work. We had to enter the car from the passenger door. Strangely no intruder alarm activated this time. We can easily turn the engine on. Even with the un-coded key. I suspect that they have simply discounted the alarm control box and the immobiliser.

When approached they revealed (which was kept secret until we paid our bill) the that is all the can do with the car. I am totally shocked with the level of service. Any advice from the members will be most welcomed.

Best wishes,

Shafi

 

[MCB]

Firstly I would get an Independant to check to see if the work you have been billed for has been done or get the AA to inspect it and get a report.

Did you pay by Credit Card? if so get the Credit Card Company involved. If not
write a letter of complaint to the Services Manager threatening them with the local Trading Standards office, and "watch dog". You need to get them to explain why they had the car for three months. Was the car inspected by a specialist engineer if so you want to see a copy of the report.

You must have got some kind of bill/invoice. How was the work described? Were the parts and labour seperated. If they claim to have replaced parts can you see new components under the bonnet.

Frankly this sounds like a Harry Enfield "I saw you coming" sketch.

 

[MCB]

Firstly I would get an Independant to check to see if the work you have been billed for has been done or get the AA to inspect it and get a report.

Did you pay by Credit Card? if so get the Credit Card Company involved. If not
write a letter of complaint to the Services Manager threatening them with the local Trading Standards office, and "watch dog". You need to get them to explain why they had the car for three months. Was the car inspected by a specialist engineer if so you want to see a copy of the report.

You must have got some kind of bill/invoice. How was the work described? Were the parts and labour seperated. If they claim to have replaced parts can you see new components under the bonnet.

Frankly this sounds like a Harry Enfield "I saw you coming" sketch.

 

[shafi]

A saga

Thanks for your supportive advice which I think I will follow.

Best wishes,

Shafi

 

[jberks]

I'm astonished on 3 counts. First that you'd take an M reg car to a main dealer, secondly that you'd pay almost the entire value of the car for a repair and thirdly that they'd then fail to fix an electrical fault that any decent auto electrician would be able to solve.
Proves what we've been saying. Main dealers have little or no experience on anything older than 5 years.

As above, insist on a full refund. I might agree to pay for 1 hours diagnostic but that would be it. When they accept a job, they are expected to assess it with the specialist experience expected of a main dealer. If they are unable to perform the task they should tell you up-front and refuse the job or at least warn you that it be difficult and could get expensive and that there was a risk of failure at the end. Did they do this? (if they did then to be fair, you walked in with your eyes open).

A court would view them as the experts who had a duty of care to you. Clearly they breached that trust.
I'd also report them to MBUK - after all they're bringing the whole dealer network into disrepute.
I suspect you'll get the refund - I doubt they'd want to fight this one.

 

[Ian B Walker]

I Main dealers have little or no experience on anything older than 5 years.

This is exactly why people like BlackC55 and myself exist.

 

[shafi]

Thanks for your comments. We had to take the car to the main dealer because we could not start the car and were advised by the AA that only main dealer can re-code the key etc. The dealer quoted much less than what we paid as the final bill. We were happy to pay for replacing the alarm control unit. After three months they informed us that the car is ready. They produced that bill which was much higher and told that they had to work for 23 hours to repair the car but they are only charging or 4 1/2 labour costs. We agreed. They conceal the fact that it was not repaired. We only realised when we got the car. When we ask to explain they told us that for 1400 pounds that is what we get. If we want the remote to function then we may have to pay at least £3000 more.

Best wishes,

Shafi

 

[Daeths]

Building on Jbergs post of duty of care, it would appear - aside from hoodwinking you into thinking it was all fixed until after you paid the bill - that they have been professionally negligent in so far as you have paid a premium rate in return for the expected high quality workmanship. To have charged you this amount of money and still not fixed it is a significant misrepresentation (you belived it was 100% repaired) aside from not meeting your expectations. This coupled with the original pricing indication suggests something is very wrong to me. MB publish in their written gumph words to the effect that they will provide estimate for for undertaken and if new / additional work is required they will request your approval. This clearly did not happen here from what you have posted and personally it would be this tack I would focus on, escalating, as previouly said to the Mgr if the garage.

A favourite paragraph of mine is to add to your letter (Clearly Headed Complaint)..."I look forward to receiving your confirmation that you will be significantly reducing my bill to reflect the results your garage achieved. If you are unable to do so, please provide me with the name, phone and email address of of you manager, so that I may escalate this matter to him/her.

Good luck and keep us posted of the outcome.

Rgds

Adam

 

[shafi]

Thanks very much for your advice. I have already written to the GM. They have informed me that they are examining the job cards will let me know soon.

 

[jberks]

They produced that bill which was much higher and told that they had to work for 23 hours to repair the car but they are only charging or 4 1/2 labour costs. ..... When we ask to explain they told us that for 1400 pounds that is what we get. If we want the remote to function then we may have to pay at least £3000 more.

This makes less sense the more we go along. 4.5 hours at top whack dealer pricing is £450, not £1400. There were no parts so where does £1400 come in? Also I think my reply to the 23 hour claim would be 2 fold. Firstly 23 hours in 3 months? That's 1 day per month- what were you doing the rest of the time?! Secondly, 23 hours for an organisation that claims to be the No1 experts to (not) repair an alam system, if it were me, I'd be too ashamed to bill at all. Finally, hiding the fact that it's not been repaired at all, that's skirting 'obtaining money by deception' surely?
I had an indie fix a misfire on my last car. The dealer had tried and failed (car was only 4!). After 3 days they called me. They'd spent a substantial part of the last 3 days mucking around with it, and had finally found the fault. Their problem was that it turned out to be a really obvious fault that in their opinion they should have found much earlier. Hence they charged me for 3 hours and parts. That's how things should be done.
I would ask trading standards to get in touch with them, if nothing else, just as a shot across their bow. I suspect you'll get a cheque.

 

[shafi]

Saga

Hi,
Just got reply from the dealer. They are now say that the wiring diagram which they used on the bases of chasis no. does not match with the cars wiring diagram. They are asking me whether it is an import car. I informed them that it is not an import car. They informed me that they are trying to get the wiring diargram which matches the wiring of our car. Bit too technical for us!!