C Class 350e no show

[Philedge]

Well got told today that there's a problem with the transmission so they have decided to change the whole unit, only problem is they don't know how long it is going to take to get one, as the whole of Mercedes worldwide don't have one in stock. I been told it could be weeks.
.

Walk away while you can. Limited support and no spares- it'll end in tears.

 

[wivenhoe]

Well got told today that there's a problem with the transmission so they have decided to change the whole unit, only problem is they don't know how long it is going to take to get one, as the whole of Mercedes worldwide don't have one in stock. I been told it could be weeks.
Got told that Mercedes uk would buy the car back off me and replace it but very little details where given. I am really sick now as am getting nowhere fast and mb uk haven't spoken to me. Will ring mb uk tomorrow to find out how long it will be to get the replacement car.

Marcomac - I am very sorry to see you are getting no nearer to having the car you ordered. When I hit my wall, when nobody in the UK could tell me why my car was on 'block', I spoke to UK Customer Service and they escalated it and the dealer told me their input resolved it far quicker than they could - it may be worth you contacting this guy as he seemed to care about customer service and may be of help - nothing ventured, nothing gained. Good luck getting it sorted.

Mercedes-Benz Model: C-ClassC 350 E
Chassis No:
Registration:

Thank you for contacting Mercedes-Benz Customer Service.

I was unfortunately unsuccessful in reaching you via telephone regarding my investigation and therefore felt it appropriate to write.

I was of course delighted to hear of your order of the above car; I was however sorry to learn that there were delays in the delivery and I have contacted Mercedes-Benz of ???? to investigate the matter on your behalf. The Retailer has advised that the car has since been supplied to you and I would like to apologise for any inconvenience which may have been caused while you were awaiting delivery.

In closing, I would like to thank you for taking the time to bring this matter to our attention and I would like to wish you the very best with your new car. Should you have any further requirements please do not hesitate to contact us.


Yours sincerely

Daragh Whelan
Customer Service UK

Phone No:
00800 9 777 7777 or 0207 660 9993

Mercedes-Benz Customer Assistance Center Maastricht N.V. Gelissendomein 5, 6229 GK Maastricht , Netherlands. Register No.: K.v.K. Limburg 33014909

 

[Marcomac]

Hi Wivenhoe thanks for the advice i spoke to Daragh when it all started with my car and yes he seemed a nice guy who cares about customers but thats his job, however it now been escalated to James Cartwright
Customer Assistance Manager in Milton Keynes. I have told them i want a replacement car now, as my car won't be new if they have to replace the gearbox. i have two problems,
1 i don't have a car now as i sold my last car so i need a car to keep mobile
2 i want the same deal with the government grant.

I am prepared to wait for the car of my dreams even if its take six months however the two conditions above must be met and thats without compensation for this whole debacle.

 

[JBell]

I don't have a car now as i sold my last car so i need a car to keep mobile.

They should provide you with a car for your inconvenience until the replacement ARRIVES

I want the same deal with the government grant.

Formally reject the car and ask for a replacement of identical or greater spec with no extra charges and some sweeteners thrown in

 

[wivenhoe]

Hi Wivenhoe thanks for the advice i spoke to Daragh when it all started with my car and yes he seemed a nice guy who cares about customers but thats his job, however it now been escalated to James Cartwright
Customer Assistance Manager in Milton Keynes. I have told them i want a replacement car now, as my car won't be new if they have to replace the gearbox. i have two problems,
1 i don't have a car now as i sold my last car so i need a car to keep mobile
2 i want the same deal with the government grant.

I am prepared to wait for the car of my dreams even if its take six months however the two conditions above must be met and thats without compensation for this whole debacle.

I would be amazed if Merc don't sort out a replacement and bring forward the delivery of a car that you had a firm/agreed order for. The manufacturing line must have dealer demo's in it that could be diverted to you - did you have a really unique spec such as Hyacinth Red with tow bar ? Where is your dealer in all this - have they been paid ?

 

[wivenhoe]

Macro

Hi Wivenhoe thanks for the advice i spoke to Daragh when it all started with my car and yes he seemed a nice guy who cares about customers but thats his job, however it now been escalated to James Cartwright
Customer Assistance Manager in Milton Keynes. I have told them i want a replacement car now, as my car won't be new if they have to replace the gearbox. i have two problems,
1 i don't have a car now as i sold my last car so i need a car to keep mobile
2 i want the same deal with the government grant.

I am prepared to wait for the car of my dreams even if its take six months however the two conditions above must be met and thats without compensation for this whole debacle.

On another forum a Merc salesman is asking if anyone wants a Saloon PP as they were going to use it as a demo but have another one - worth talking to Customer Services about :-

 

[wivenhoe]

Marcomac - the image of the page with the dealer offering a PP saloon was none too clear - the webpage is :-

http://www.mbclub.co.uk/forums/general-discussion/189799-c350e-anyone-considering-one-76.html

 

[Marcomac]

Well sorry i have not gave any update but i have nothing to update as it stands i and waiting for MB UK to try and find me a car, if they can't it will be march at the earliest. I was told from MB Nottingham that the transmission for the original 350e won't be in till the middle of October. I am still in dark with the original deal and will be honoured if the car doesn't come till March and Will I be given a car until then. At the moment I still have the E class but nothing has been confirm. I have asked the questions but had nothing confirmed.

 

[DSB SL AMG]

A tale of woe and sorry, had a family member with something similar, he was dealing with mid/low level staff at Milton Keynes and got no were quickly....

STOP, today email Gary Savage (MB UK CEO) full details of your complaint / MB car buying experience, this is what my family member did and got quick resolution through his senior exec complaints team....in some cases you do need to get through to the 'organ grinder' to move things forward quickly...woeful tale, but I wish you luck!


Mr Gary Savage MB UK CEO
Email gary.savage@daimler.com
Telephone 01908 668 899

Well sorry i have not gave any update but i have nothing to update as it stands i and waiting for MB UK to try and find me a car, if they can't it will be march at the earliest. I was told from MB Nottingham that the transmission for the original 350e won't be in till the middle of October. I am still in dark with the original deal and will be honoured if the car doesn't come till March and Will I be given a car until then. At the moment I still have the E class but nothing has been confirm. I have asked the questions but had nothing confirmed.

 

[Marcomac]

A tale of woe and sorry, had a family member with something similar, he was dealing with mid/low level staff at Milton Keynes and got no were quickly....

STOP, today email Gary Savage (MB UK CEO) full details of your complaint / MB car buying experience, this is what my family member did and got quick resolution through his senior exec complaints team....in some cases you do need to get through to the 'organ grinder' to move things forward quickly...woeful tale, but I wish you luck!


Mr Gary Savage MB UK CEO
Email gary.savage@daimler.com
Telephone 01908 668 899

Thanks for that, it gives me an other option
.

 

[Marcomac]

Well i have had a call from MB Exeter I have been told that the replacement 350e will not arrive till April but may come sooner. I been told that the same deal will be honoured and i will have a new c class until mine arrives, all i will need to do is pay for the insurance. However i asked about some form of compensation that was promised when I had issues with the original car and was told that been kept mobile in the new c class was the only compensation they would offer me. Do you think this is reasonable or should i escalated higher. Thanks in advance
Marcomac

 

[Rotorhead500]

Hard call. For me, depends on the spec of the loaner C Class (if it's comparable to what you were waiting for).

Being kept mobile isn't really compensation in my eyes - more the only decent thing they could do.

Depends on how prepared you are to wait until April - personally I wouldn't but then once my mind is made up on a car, I become quite impatient! :Oops:

Are you willing to walk away if they won't move?

 

[John Laidlaw]

i am with Rotorhead on this - a C63 would be good compensation.....

 

[Lister1512]

Well i have had a call from MB Exeter I have been told that the replacement 350e will not arrive till April but may come sooner. I been told that the same deal will be honoured and i will have a new c class until mine arrives, all i will need to do is pay for the insurance. However i asked about some form of compensation that was promised when I had issues with the original car and was told that been kept mobile in the new c class was the only compensation they would offer me. Do you think this is reasonable or should i escalated higher. Thanks in advance
Marcomac

Considering the wait you have you hold all the cards as let's face it if you asked for your money back, which under the trade description act, you could, you have time to place an order somewhere else, and I can guarantee if you ring a few dealers they will match Exerter's deal (been there done that). Now that is hassle, but sometimes and only sometimes it takes a little hassle (or a lot depending on your view) to get some kind of result. You have to be willing to call their bluff as giving you your money back is always a wrench. Alternatively, and again because you have the time to wait, you could escalate it and see what comes of it. For a start I wouldn't be happy if the insurance was higher than what I was going to pay, unless of course a C63 S . Some would be happy with having a loan car, others not. I would definitely want to broker some kind of compensation/deal. I think they should add 1 or 2 extras to the spec at least?

 

[Lister1512]

The other thing that you have to consider if you do call their bluff and they give your money back then the you will then loose the loan car while you wait but often high stakes means a high roll.

When you consider that you are being provided with a car for 7 months that would say cost £350 to £400 pcm to lease then hand back, you have 7 months motoring without any depreciation costs then your brand new car then that isn't too bad.

 

[Andy.M]

I'm with Lister. Any other car you try to purchase now will probably take weeks/months anyway.

 

[wivenhoe]

I'm with Lister. Any other car you try to purchase now will probably take weeks/months anyway.

Did you contact the dealer on the other forum - he had a Premium in Brilliant Blue for £ 40k before the Grant

 

[Marcomac]

Did you contact the dealer on the other forum - he had a Premium in Brilliant Blue for £ 40k before the Grant

No I didn't because I was still in negotiation with this car I will try tonight to see if it still available.

 

[Marcomac]

Well sorry I have not updated the post in the last week or so but I have had nothing to report as it been very quiet from MC UK. however they have offered me a 2 year free service pack as well as the loan of the brand new c class which I have accepted. However I got a phone call from MC Exeter to inform me that my original car the 350e was repaired and would I like to accept it now. I straight away said no and insisted that I get a another brand new one as agreed even if take 6 months. So to my surprise I got a phone call saying I was getting my loan car delivered today and surprise surprise it was my original car the 350e that they are loaning me until my new 350e arrives next year. I would say result, free motoring for the next six months in my original car then a new one in six months

 

[John Laidlaw]

Well sorry I have not updated the post in the last week or so but I have had nothing to report as it been very quiet from MC UK. however they have offered me a 2 year free service pack as well as the loan of the brand new c class which I have accepted. However I got a phone call from MC Exeter to inform me that my original car the 350e was repaired and would I like to accept it now. I straight away said no and insisted that I get a another brand new one as agreed even if take 6 months. So to my surprise I got a phone call saying I was getting my loan car delivered today and surprise surprise it was my original car the 350e that they are loaning me until my new 350e arrives next year. I would say result, free motoring for the next six months in my original car then a new one in six months

I think it is indeed a great result all round- fair play!