E300 Hybrid Reliability Issues

[st4]

This is the kind of attitude that customers who have just spent loads of dosh get from the the people whom they keep in business and work..

True, but what more can they expect. They get a warranty and a car to keep them mobile. I don't see the issue. If the loaner isn't suitable, MB hire a car that is (I got a e220cdi and CLS350). I honestly believe people expect more than is what is realistic

 

[redbaron1973]

Any chance of knowing where/which dealers you are at?

We may wish to avoid this kind of attitude after spending 30-60K or more.

It is unrealistic atitudes like this that makes working in the motor trade a chore.

Do you get a loan tv/toaster/cooker if that breaks? No. Dealers do their best to accomodate customers and most of the time they succeed but assuming a loan vehicle is a god given right for the dealer to provide is not correct.

Manufacturer warranties may offer hire cars based around recovery etc but the dealer is not compelled to do the same.

 

[st4]

It is unrealistic atitudes like this that makes working in the motor trade a chore.

Do you get a loan tv/toaster/cooker if that breaks? No. Dealers do their best to accomodate customers and most of the time they succeed but assuming a loan vehicle is a god given right for the dealer to provide is not correct.

Manufacturer warranties may offer hire cars based around recovery etc but the dealer is not compelled to do the same.

Good job you've got the Porsche for when the BMW breaks down.
From a main dealer, a loan car is a reasonably expectation, but people calling like basket cases chasing them every day demanding call backs, and the thing to be fixed ASAP as their problems are more important than everyone elses isn't realistic.

Car goes to dealer, they lend a car whilst they fix it under warranty, I cannot fathom the problem.

 

[redbaron1973]

The issue is main dealers run "service loan/courtesy cars" the clue is in the title. It is a choice to offer them... not a mandate.

Breakdown recoverys are provided by the mfr's warranty. This is a mandate as per the terms of the warranty.. Wailing at the dealer is pointless in this scenario.

 

[simonrip]

E300 hybrid issues

Nor is it a right.

What more does the customer expect, other than all concerned working towards a solution and keeping the customer mobile?

A customer may expect that his brand new car is of satisfactory quality. This *is* a right, and we also have the right to reject a lemon. The law is very clear on this - nobody has to put up with a substandard product. I have given the dealer a chance to fix a minor problem, but I will not accept a very serious and dangerous system failure. Why on earth should I? I paid for a working car, not a car which needs significant repair work to bring it up to standard.

I assume you are a Mercedes dealer, as this has pretty much been the attitude of the ones I have been dealing with too. Yes, I have a loan car, but I bought an estate car because I need the space, not just for fun. Not quite so easy getting the kids' bikes and the dog in the boot of the saloon car I have been loaned. I won't complain though, as apparently I should be grateful to have anything at all.

The dealer contacted me today to ask me to reconsider the rejection, by offering to explain the repair to me, so that I would understand why the fault wouldn't ever reoccur in future. I asked if they had repaired the fault - no. Had they identified the fault yet - no! Dear oh dear.

I don't believe the fault is widespread, so I will risk another E300. Most owners seem very happy with them, so fingers crossed.

I don't think it is fair to single out my local dealer to be named and shamed, as it seems that general distain for their customers runs through much of the company. Unfortunately, I doubt many other premium brands are much different.

Simon

 

[david arthur]

I think you will find Lexus care about there customers, unlike Mercedes.

 

[simonrip]

It is unrealistic atitudes like this that makes working in the motor trade a chore.

Do you get a loan tv/toaster/cooker if that breaks? No. Dealers do their best to accomodate customers and most of the time they succeed but assuming a loan vehicle is a god given right for the dealer to provide is not correct.

Manufacturer warranties may offer hire cars based around recovery etc but the dealer is not compelled to do the same.

That is a fair point. I now realise that I did have completely unrealistic expectations. I expected my brand new car not to breakdown immediately, then I expected the dealer to be able to fix it within a couple of weeks. I don't know what I was thinking.

 

[st4]

That is a fair point. I now realise that I did have completely unrealistic expectations. I expected my brand new car not to breakdown immediately, then I expected the dealer to be able to fix it within a couple of weeks. I don't know what I was thinking.

They've given you another car to drive, I don't see the issue.

 

[Boxbrownie]

They've given you another car to drive, I don't see the issue.

The issue is his brand new purchase of just a few days old has a serious fault, If you had bought a (as pointed out by people) toaster or television which stopped working after two days you would be well within your rights to expect a replacement not a repair, and every retailer I have had experience with would be very happy to do this and send the item back to the manufacturer expecting a credit or replacement of their stock.

I guess it's because the purchase cost £40,000 rather than £40 or £400 makes the difference?

Or is it just the attitude of car dealers? Or the unrealistic expectations of the car buyer? Hmmmm

 

[GottleibDaimler]

The issue is his brand new purchase of just a few days old has a serious fault, If you had bought a (as pointed out by people) toaster or television which stopped working after two days you would be well within your rights to expect a replacement not a repair, and every retailer I have had experience with would be very happy to do this and send the item back to the manufacturer expecting a credit or replacement of their stock.

I guess it's because the purchase cost £40,000 rather than £40 or £400 makes the difference?

Or is it just the attitude of car dealers? Or the unrealistic expectations of the car buyer? Hmmmm

More to do with the economies of repairing an item like a television or a toaster, versus replacing one (often cheaper to replace than to repair - the opposite of a car).

Think you'll find you have to send off your iPhone for warranty work - and if you haven't paid extra for insurance, do you get a loan phone? Do you b****cks!

 

[Boxbrownie]

More to do with the economies of repairing an item like a television or a toaster, versus replacing one (often cheaper to replace than to repair - the opposite of a car).

Think you'll find you have to send off your iPhone for warranty work - and if you haven't paid extra for insurance, do you get a loan phone? Do you b****cks!

I fully understand the economies of the purchases, I was pointing out the fact it had gone pop after a few days and they still cannot find the cause, that alone is enough in my book to reject the vehicle and get a replacement.

Had it failed and been repaired, even if it took a few days in the shop then it would have been fine, but the way this has been handled seems to be

As for the iPhone, yes they did......my wife's phone went kaput a few months ago after owning it for about 6 months, she took it into the local (albeit big) apple store and they swapped it for a new one after transferring all the info on it of course, they have a really good app for that, but then you would expect that I guess.
We thought it would have to be sent away for repair or repaired while we waited, but no we got a replacement, that's good service.

 

[st4]

The issue is his brand new purchase of just a few days old has a serious fault, If you had bought a (as pointed out by people) toaster or television which stopped working after two days you would be well within your rights to expect a replacement not a repair, and every retailer I have had experience with would be very happy to do this and send the item back to the manufacturer expecting a credit or replacement of their stock.

I guess it's because the purchase cost £40,000 rather than £40 or £400 makes the difference?

Or is it just the attitude of car dealers? Or the unrealistic expectations of the car buyer? Hmmmm

Its under warranty, they replace the battery and parts it works. Why should it be replaced. If a toaster fails/breaks they are entitled to repair - not replace.

 

[simonrip]

Its under warranty, they replace the battery and parts it works. Why should it be replaced. If a toaster fails/breaks they are entitled to repair - not replace.

I am afraid you are quite wrong. This may be true for a breakdown on a used car, but it is very different for a brand new vehicle. Google the phrases 'fit for purpose' and 'Sale of Goods Act 1979'. The customer has the right to reject a defective item, whether you like it or not.

In fact, the supplying dealer has just confirmed that they are sending a rejection form for my car to Mercedes GB today. Given that it broke down so quickly, and the fact that the car has still not been repaired weeks later, it is obvious to all concerned that the car is no good. The dealer understands my position, so full credit to them for taking responsibility for the issue in the end.

It looks like I won't be able to report on the cause of / solution to the breakdown, unless the same thing happens to the replacement ...

 

[Frontstep]

Strange argument this but it does expose the them and us attitude,
that dividing wall needs to go.
Thinking that providing a loan car is somehow an extra is fundamentally wrong you are paying for transport not a piece of art.
Clearly when new technology is involved you hope its been tested to expose reliability issues but once full scale production starts up gremlins can appear.
The problem appears to be a car put on the market without the training and equipment to support that car.
Still Mercedes can be spectacularly slow in resolving some reliability issues lets hope this one is addressed quickly as those that run them like them.

 

[Boxbrownie]

Its under warranty, they replace the battery and parts it works.

But they have not repaired it, and it appears they know not why it has failed, the dealer and MB seem to be scratching thier collective heads.

But its OK, keep driving the loaner for a few weeks and maybe eventually your 40K new car which failed after 3 days might be back on your drive

No wonder us Brits get lumbered with such crap service.

 

[st4]

But they have not repaired it, and it appears they know not why it has failed, the dealer and MB seem to be scratching thier collective heads.

But its OK, keep driving the loaner for a few weeks and maybe eventually your 40K new car which failed after 3 days might be back on your drive

No wonder us Brits get lumbered with such crap service.

But it's not crap service. They're doing their utmost to fix the car and leant one of theirs out whilst they do. The wear and tear that's not going on the OPs car is going on theirs.

 

[Boxbrownie]

But it's not crap service. They're doing their utmost to fix the car and leant one of theirs out whilst they do. The wear and tear that's not going on the OPs car is going on theirs.

Yes the dealer is not giving crap service.......I was referring to the general service we get in the UK...mainly because we are prone to accept crap service rather than kick up and demand what we should be getting.

Are you seriously saying that because the OP is putting W&T on the loaner and not his its all OK? C'mon.....

I am absolutely certain the OP would rather be driving his (and wearing it out ) vehicle and would wish he never even saw a loaner.

 

[GottleibDaimler]

There are some salient points here.

1) Nobody knows what's wrong with it. Therefore nobody is willfully denying the OP his car.
2) The OP remains mobile, with a loan car at no extra cost.
3) It is more than likely (and certain, if he requests it) that the OP will receive some form of goodwill at the end of all this. If he finances the car, he can ask for, and will almost certainly receive, the equivalent monthly payment refunded for the time the vehicle has been off road. This means he will have had a month of free motoring. If the vehicle was bought outright, he could get a free service plan out of them (as an example). This is relatively easy to do and all he needs to do is ask (nicely, but firmly).

I don't see how any of this constitutes 'bad service'. Perhaps bad luck. Perhaps bad engineering. Perhaps bad foresight, sharing of knowledge and expertise across the network, perhaps even poorly trained technicians. But the actual SERVICE the OP has received appears to have been spot on.

 

[Devonian]

I agree with the above, it seems the dealer is doing all they can and are providing a good service to their customer. However for the customer what has happened here has no doubt diminished his 'joy' of owning a new car and no doubt left a bad taste that will remain even if the car proved to be reliable for years to come. On that basis alone if I were him I would reject it

 

[st4]

Yes the dealer is not giving crap service.......I was referring to the general service we get in the UK...mainly because we are prone to accept crap service rather than kick up and demand what we should be getting.

Are you seriously saying that because the OP is putting W&T on the loaner and not his its all OK? C'mon.....

I am absolutely certain the OP would rather be driving his (and wearing it out ) vehicle and would wish he never even saw a loaner.

Total BS IMHO. People in Britain get great service in retail, banking. What people IMHO have is a very false sense of entitlement to what they think they should get.