Am I Right To Complain?

[Arnison XXVI]

Hi guys, so just wanting a few second opinions on this, I'm not one to ever complain but basically I originally got contacted over a recall for my car, it was booked in for October of which I booked a days holiday off work unpayed, I was told the part was late arriving and they would have to re arrange, I received an email last week to bring the car in on today's date the 1st of November, so I booked yet another days holiday off work unpayed and this afternoon was told sorry, the date is wrong and it's actually for the 23rd. This will be my 3rd unpayed day off now it has now cost me over £400 in wages and 3 days holiday, am I right to expect something from Mercedes for this? I feel it's just not right? And any idea on what they would offer?

 

[AMGeed]

I wouldn't hold your hopes on getting anything except an apology for the delay.

 

[mioba]

A sorry if you ponder about.
Escalate to the dealer principle, 400 notes is the cost of a service if you get my drift.

 

[Arnison XXVI]

A sorry if you ponder about.
Escalate to the dealer principle, 400 notes is the cost of a service if you get my drift.

I get you

 

[Srdl]

I would certainly complain - a deal on servicing would seem a good outcome

 

[sonic]

I had my 212 serviced last week & I had a recall notice the week before drivers airbag replacement.
I rang MB who said they had ordered the item & it would be fitted during the service which they did. Great service.
In your case I would be asking for the next service to be free.

 

[Arnison XXVI]

I had my 212 serviced last week & I had a recall notice the week before drivers airbag replacement.
I rang MB who said they had ordered the item & it would be fitted during the service which they did. Great service.
In your case I would be asking for the next service to be free.

Yep that's the one bud, the airbag

 

[mioba]

I had my 212 serviced last week & I had a recall notice the week before drivers airbag replacement.
I rang MB who said they had ordered the item & it would be fitted during the service which they did. Great service.
In your case I would be asking for the next service to be free.

Jeepers thats good. I got the letter for my Takata bag (think thats right) for my w251. Called to make an appintment, "erm yes sir but there is a six week delay on the parts, so its best to book you in after 8 weeks" so you have done very well.

To the OP seems your dealer is not being transparent on the part availability.

 

[sonic]

Jeepers thats good. I got the letter for my Takata bags (think thats right) for my w251. Called to make an appintment, erm yes sir but there is a six week delay on the parts, so you done very well.

Lookers Mercedes Wolverhampton were the good guys, credit to them.

 

[mioba]

MB Nottingham for me (see above) - Inchcape franchise.

 

[JBell]

Emissions recall????

And yes I would complain

 

[peterws1957]

Hi guys, so just wanting a few second opinions on this, I'm not one to ever complain but basically I originally got contacted over a recall for my car, it was booked in for October of which I booked a days holiday off work unpayed, I was told the part was late arriving and they would have to re arrange, I received an email last week to bring the car in on today's date the 1st of November, so I booked yet another days holiday off work unpayed and this afternoon was told sorry, the date is wrong and it's actually for the 23rd. This will be my 3rd unpayed day off now it has now cost me over £400 in wages and 3 days holiday, am I right to expect something from Mercedes for this? I feel it's just not right? And any idea on what they would offer?

It might be worth reading Chapter 4 of the Consumer Rights Act 2015, covering the supply of services. I'm no expert on the subject, but it appears to me that you have in effect entered into a contract for MB to supply a service, (doesn't seem to matter in England that it's actually a free service). MB are then constrained by the terms of consumer law, reasonable time, without inconvenience to you etc. As I say I don't know the ins and outs of the law are, but I'd be pursuing the matter for your losses under CRA and let MB tell you why it doesn't apply. A polite but firm letter to the ceo is always advisable. And I wouldn't book anymore holidays until MB can prove they have the part!

 

[SL63 Mark]

Definitely complain and ask for the £400.

You have nothing to lose.

I feel your frustration over shabby treatment.

 

[5w155t0ny]

It might be worth reading Chapter 4 of the Consumer Rights Act 2015, covering the supply of services. I'm no expert on the subject, but it appears to me that you have in effect entered into a contract for MB to supply a service, (doesn't seem to matter in England that it's actually a free service). MB are then constrained by the terms of consumer law, reasonable time, without inconvenience to you etc. As I say I don't know the ins and outs of the law are, but I'd be pursuing the matter for your losses under CRA and let MB tell you why it doesn't apply. A polite but firm letter to the ceo is always advisable. And I wouldn't book anymore holidays until MB can prove they have the part!

Correct in theory, but all logistics in the motor industry are severely affected by the after effects of the pandemic, the semi conductor shortage and component shortages.
Personally, I think it would be a goodwill gesture and nothing more unless the service department cocked up, because if it is delayed in transit, how can you blame them? They have no control over the part until it arrives.
That said, if they had called you before the date to rearrange or confirm the appointment then you would not have been as inconvenienced as you could have cancelled the holiday day you booked.
Good luck.

 

[peterws1957]

Correct in theory, but all logistics in the motor industry are severely affected by the after effects of the pandemic, the semi conductor shortage and component shortages.
Personally, I think it would be a goodwill gesture and nothing more unless the service department cocked up, because if it is delayed in transit, how can you blame them? They have no control over the part until it arrives.
That said, if they had called you before the date to rearrange or confirm the appointment then you would not have been as inconvenienced as you could have cancelled the holiday day you booked.
Good luck.

Consumer Rights Act is there to protect the consumer and is tough on suppliers of goods and services in some ways. Blame doesn't enter into it often. Being aware of supply chain issues perhaps MB should not have booked in the OP until the part arrived. OP has lost out financially , through the inability of MB to complete the contract on the dates stated. Defense of "it's not our fault" doesn't wash.

 

[malcolm E53 AMG]

Nobody foresaw how ‘Just in Time’ production and distribution of parts would be disrupted by the Pandemic we are certainly seeing the downside now.

As regards the OP or anybody else booking in for a recall be it for emissions or airbag replacement at the moment I’d be very wary and and enquire about stock levels of Nox sensors and updated airbag.

As an aside I had to cancel an EBay purchase the other day due to the seller selling something he didn’t have in stock so it’s tough everywhere at the moment

 

[keefysher]

Nobody foresaw how ‘Just in Time’ production and distribution of parts would be disrupted by the Pandemic we are certainly seeing the downside now.

As regards the OP or anybody else booking in for a recall be it for emissions or airbag replacement at the moment I’d be very wary and and enquire about stock levels of Nox sensors and updated airbag.

As an aside I had to cancel an EBay purchase the other day due to the seller selling something he didn’t have in stock so it’s tough everywhere at the moment

Back in the day JIT was called 'panic management'. My then Finance Director never understood how I delivered such high profits Leave production to production people not accountants, buyers, finance etc

 

[mioba]

Try explaining that to a corporation, capatalism!

 

[5w155t0ny]

Consumer Rights Act is there to protect the consumer and is tough on suppliers of goods and services in some ways. Blame doesn't enter into it often. Being aware of supply chain issues perhaps MB should not have booked in the OP until the part arrived. OP has lost out financially , through the inability of MB to complete the contract on the dates stated. Defense of "it's not our fault" doesn't wash.

under normal circumstances yes, but unfortunately companies are hiding behind the reasons I gave. I do agree with your point about waiting till the part arrived, but, would the OP have been happy if the part arrived only to be told that he couldn’t be booked in for a month or more? The first question would be “ why didn’t you book me in when you knew the part was coming?”
There are no winners in this, but if the garage cares, they’ll do something.