C Class paint - Scratches & Orange Peel Effect

[John Bowles]

I bought a new C class Mercedes-Benz from Malaya Bromley, Kent, England, in May of this year. When I saw it in the sunlight the next day I called the dealer in Bromley to complain about the state of the paintwork (please E-mail me and I will send you some jpg pics).
The dealer attempted to rectify the problem but failed.

Further, more aggressive polishing has now been suggested but, having obtained independent advice from the Institute of Automotive Engineers and Assessors, I have rejected this and I have asked for a refund or a replacement and compensation.

It took until early August to reach this stage and a further four weeks just to get a negative response to this request. Along the way both Mercedes-Benz Bromley and Mercedes-Benz Customer Services have acknowledged there is a serious problem, but Mercedes-Benz Bromley has blamed the Manufacturer and Mercedes-Benz Customer Services has blamed Mercedes-Benz Bromley.

Having got to this point I decided the next stage should be to take legal action, but prior to this I decided to obtain a further independent report on the paintwork from a specialist in this field.  This report not only confirms that the car has widespread scratchmarking but also identifies the ?pronounced orange peel effect that would be regarded as unacceptable in a car of this quality?.  On 10th October I wrote to the dealer one last time to see if this further report is enough to get them to agree to a refund or replacement. I have yet to receive a reply.

I bought a Mercedes-Benz because I wanted a quality car from what I understood to be a  high quality organisation. My experience has been that the standard of both the car and the organisation falls short of what I believe any reasonable person might expect.

A few photographs are attached and, if you are interested in hearing more, please read the attached diary of events which includes notes on many of the telephone conversations I have had and makes reference to the numerous letter I have written. The letters are not attached but should you wish to see any of them please email me the reference letter allocated to it and I will send you a copy.

Please forward to anyone you think may be interested to warn them to think twice before they buy their next car.

John Bowles

E-mail: cclassmerc@yahoo.co.uk


(Edited by John Bowles at 1:26 am on Oct. 19, 2002)

 

[Tony]

C Class paint

I think Mercedes are treading a dangerous path in their pursuit of bigger profits and a bigger market. While it takes years to build up a good reputation, it can be destroyed much more quickly. Getting it back is then exceedingly difficult. Ask Ford.

The 2001 SLK I bought (from a British dealer, about whom the less said the better) is not exactly a quality item. The boot didn't (doesn't) fit very well. One can almost forgive this because it has the complication that it has to hinge in two directions, but the obvious attempt to cover this up by bending it is less forgiveable. Also I noticed recently that the driver's door is now a slightly different colour to the rest of the car. It wasn't apparent when I bought it and now (eighteen months down the line) it's too late to complain, but it was obviously damaged in transit and repaired less than perfectly.

I'm actually not that bothered about the defects, because I was never under the illusion that Mercedes are the ultimate in quality - if I had believed this I would be pretty disappointed. If I were to buy a car with quality being the main criterion, I'd buy a Lexus or a Toyota. Next down the list would be Audi. Mercedes would be some way down.        

 

[paulE230]

C Class paint

My E-class has a rear off side door that doesnt close flush with rest of the body work.

It was only noticed amazingly after the car was a year old, but once you notice these things they tend to grab your attention.

 

[dave elcome]

C Class paint

If a Lexus isn't a Toyota what is it then??

 

[Guy]

C Class paint

Tony,

Why do you say its too late to complain?

If you are prepared to put up with it, that's fine - but IMHO you should go to the dealer and get the faults rectified.

You are a dealers dream come true - a customer who is 'not bothered about the defects'.

No offence, but that's not an attitude I understand, or agree with to be honest.

 

[Dave B]

C Class paint

Surely the car should be in tip-top condition when you buy it.  

I have to agree with Guy's comments on this one.  By not pursuing the dealer on this you are letting them off lightly.  

Far worse, you may be purpetuating the problem for future Merc buyers who may face the same fate.  

Then again, I realise it's easy for others to say these things when it's you who would have to face the hassle of persuing MB.

 

[csilk]

C Class paint

A few years ago the 123 saloon was entry level and the only sportscar was the 107. The paintwork and finish on the cars then were excellent- that there are so many still on the road in such good shape is testimony to the level of build quality.  
Unfortunately things started to go down hill when they began to encroach on the mid price sector and since then they have been building the lower range cars down to a price.   I suspect someone there has taken a decision to cut quality on the lower spec ranges.  There are alot of complaints about the SLK by virtually none about the R129 SL or it's new replacement.  Pain quality on the C class is pretty awful, but less complaint about the E class and none at all about the S class range topper.  
Knowing this I'd tend to respond by going for a higher spec older car each time-  leave the stealerships to worry about the paint flaking off the showrooms full of C class cars they can't sell.

 

[simon]

C Class paint

Pain quality on the C class is certainly pretty awful CSilk
Paint is even worse! thats why mine is covered in 3m
plastic on all frontal areas.
I quite agree with your comments & wish I was in a position to take your final paragraph advice

Ernest Sidesman

 

[simon]

C Class paint

(Edited by Ernest Sidesman at 9:05 pm on Oct. 19, 2002)

 

[NormanB]

C Class paint

Hi John
Thanks very much for emailing the whole sorry diatribe.
For what it is worth I think you have been treated most shabbily indeed.
I am no expert but have you chatted to local trading standards and passed over your dossier.
The dealer is a f***whit and MB do not deserve to be allowed to trade in this country if they want to conduct such irresponsible trading.
Sincerely hope you achieve satisfactory outcome.

Regards