Customer services and w213 problem

[EdgarEvans]

Hi all
I'm having a problem with Mercedes at the moment. The instrument cluster has failed in my 2017 (May) E220d. So far its cost me €260 just to tell me its broken and needs replacing. My main dealer sent a report to Mercedes expecting them to cover the cost as this part fitted is €1860 fitted and should not fail in four years with only 50k on it. Mercedes refused so I took it further! I was sent the number of Mercedes Customer Services for Ireland. After a short polite conversation with little help I was told in their own words "maybe not to buy a Mercedes next time". I mean WOW, this from one of the world's premium car makers. At the moment I'm waiting for Mercedes worldwide to get back to me after they escalated my case further. Apart from anything else this is a safety issue as I cannot see any information after dark such as speed, fuel, temperature, the gear the auto box is in etc...... Here's hoping!

 

[Blobcat]

Hello and welcome,

Not a great response unfortunately

There are quite a few companies that do cluster repairs so might be worth contacting one of them for the repair

 

[Rory]

I'm suprised they don't say it's customer's own fault for not buying an extended warranty.

If people didn't buy cars that only had 2 or 3 yr warranties then manufacturers would all have to offer longer ones.

In the UK you could sue the supplying dealer on the basis that the car isn't fit for purpose / is of unsatisfactory quality. In the small claims court it costs buttons, but it's 50/50 on whether you'd win or not though.

 

[joderest]

if you do not get anywhere, think on the above and have the cluster repaired, would be a huge saving on a new one, and keep the mileage correct.

 

[sausage]

When I get treated like that, I tend to let the chief executive know 1) What his staff are doing and saying, and 2) How and why the product is failing.