Adivce re: poor customer service

[ricki]

Hello everyone,

I bought a Mercedes C-Class 220 CDI from the Mercedes Direct dealership in Birmingham in May (becuase i could get much better value from them compared local dealers in Scotland).

Everything was fine until i got ESP and another warning which told me to "go to workshop" almost each month. Each time it was repaired under warranty, however my local dealership was obviously not happy about doing the work for some reason. I presumed Mercedes Birmingham would settle any bill if there are a franchise??

Anyway a couple of months later it was time for its A Service which cost me not much change from £1,000 after they found some repairs i needed (injector seals or something). Since i had this service done my mile per gallon have dropped from around 50-55mpg down to 27mpg, lets bear in the mind why i opted for a diesel. . . better mpg's than an unleaded car.

Back into the garage it went and had pistons and straining bolts replaced, got it back but i was still only getting about 34mpg.

Back into the garage again, this time they told me i need a new air filter, ok no problem. Took it a test drive and guess what.... thats right still low mpg's although now we're up to 40.7mpg.

The service depart has been palming me off for almost a week now, i'm now getting the feeling that they dont know what they've done and dont know how to fix it OR can't be bothered with me because i never bought the car from them?

Either way i bought a Mercedes for peace of mind and to be cost effective communting to work. At the moment i have neither :-(

Now i really don't know what to do or where i stand??

Sorry for the long post, any advice or suggestions would be greatly appreciated (especially if you knew how to get my mpg's back to normal lol)

Ricki

 

[jibcl500]

Ricki

Take it to another dealer and see what they can come up with, explain the problem with the other dealer.

Warranty work for the dealer is a money maker for them so do feel quilty about taking it in.

jib

 

[rf065]

Which dealer is doing the work?
How old is the car, how many miles?

Russ

 

[jberks]

Given that you've had it for nearly a year, I'm not sure how you stand legally, but the term fit for purpose springs to mind. 2 more months and any faults will be down to you, and that could be very expensive.
I'd start with approaching MB Direct head office and suggesting that despite nearly a year, MB UK (of whom both they and the dealer are part) have been unable to repair it. You've been more than reasonable considering the time spent off the road but would now like to reject the car.
I doubt you'll get off scott free but they may be willing to take it back and give a retail value trade in against a replacement and long term that may still be a cheaper option than keeping it. Either way, it's worth a phone call. Be nice but firm and see what they say. They probably have a formal procedure for this type of thing.

Sadly the odd lemon does creep through. Yours sounds a possible contender.

 

[ricki]

Thanks for you in put guys,

I would take it to the other dealer however, his reputation has put me off in the past. Although i could be any worse of than i've been with this dealer.
Another thing that crossed my mind, if i switch dealer and they cause any problems i might find both of them blaming each other.

The car is an '02 plate with around 70k miles approx 10k of which i have clocked up.

I think the head office route might be the once i have to go down, the thing is if they fixed it would be happy enough its just now i feel their not interested.

 

[jibcl500]

Wht not suggest to the dealer that if they cant sort the car or offer some form or help then you will have to speak with MB UK to see if they can sort this out. See if that gives them a wake up call.

jib

 

[ricki]

you Jib i think thats what i'll do, the more i think about it the more i think i've been more that fair.

tomorrow morning its gloves off, i'll let you guys know how i get on

ricki

 

[jibcl500]

I think its only far that you give them the chance to fix this situation. They wont thank you for going to MB UK but at least they might think about you and future customers that have problem cars.

MB I dont think MN can afford to see more customers switching brands or are they not bothered.

jib

 

[ricki]

granted this car only cost me £11k but sure i deserve the same level of service as the guys who buy SL55's. i get the impression that because i'm young they dont need to bother with me as i not likely to be long term customer.

this car is only for me to travel to work and back, i'm currently looking at buying Carrera 4s and i certainly wont be buy it from them.