Imported vehicle warranty

[Franki]

Having put a deposit on an imported but true mercedes-benz we rang the Milton Keynes office to check that the vehicle was genuine and during the conversation were advised that the warranty would be for 2 years from registration and not 3 (as it would be if we had bought from a main dealer). We are now advised that the date of import is being used for the warranty and not the date of registration (6 months difference between these two), which now means that our warranty is out of date. All conversations with MB following registration of the vehicle are documented on their computer system, however although I have proof of the telephone call and time of calls it appears that there is no record of this conversation on their system. We have had work carried out under the warranty and our local MB dealer and MB customer services have been very helpful. However at present the warranty company refuse to alter the dates, even though we have proof of the import document, V5 registration and mileage of the vehicle when purchased. Has anyone got any advice in such a situation? Our vehicle is now out of warranty - we have never had any documentation from the warranty company even though works have been carried out by MB under the warranty.

 

[jberks]

The 2 years rather than 3 is beacuse the final year is via MBUK and to be fair, you didn't buy it from them. MB itself provides the 2 year warranty.
As for the import / first registration issue, this is odd.
You mention a warranty company - as MB worldwide covers the car for the first 2 years and you effectively don't have a 3rd year, who are they and how are they involved?
Is this an after market 3rd year warranty?

 

[Franki]

Sorry probably my wording, the warranty is the MB warranty. I understand that it is two years but is there any written document that says two years from registration. The warranty department have put the commencement date of the warranty as the import date and not the registration date. Clearly there was a gap between import and sale, but this is true in most cases although clearly complicated because we did not buy through a main dealer. However I was told by Milton Keynes that the warranty was 2 years from registration, now the warranty department are going by the import date and seem unwilling to alter this to the registration date (all documents have been supplied to them). I have been advised to take this matter further. The car has been back to our local main dealer on a couple of occasions and had work carried out under the warranty - this issue only came to light because I asked about renewing it when it is due to run out (me going by the date of registration)

 

[television]

The reason its done from first reg is that the is no way that any check can be made of the the life it had up to the import date

 

[Franki]

Thank you for the reply, please clarify. MB warranty should run from first registration as per the V5? Warranty does not start from import date - is that correct in your opinion?

 

[ricky s]

I dont know if this has any bearing on this thread, given the age difference, but I brought a brand new w210 e class 240 AG, from an importer, registered on o3 plate and MB continued to give the 2 year warrenty from the reg date, to the 2 year warrenty expiry.

 

[television]

Thank you for the reply, please clarify. MB warranty should run from first registration as per the V5? Warranty does not start from import date - is that correct in your opinion?

Your only chance is to prove that the car was never driven before it came to the UK

 

[jberks]

I believe it should run from the date of first registration. Thats how warranties work.If that was outside the UK then thats when it should run from, but if, as you say, it was never registered or driven anywhere prior to the UK then no they're out of order.

Warranty folk do get it wrong. I was told my Audi's warranty was invalid for a completely stupid reason. The dealer was arguing and getting nowhere so eventually told the warranty guy that he didn't agree and couldn't justify it to the customer so was going to hand me the phone so he could do it himself - at which point he bottled and reinstated the cover.

Stand your ground and keep escalating it up through the ranks. My standard line when call centres say something can't be done is "What you mean is that you don't have authority to do it. That's fine, I fully understand. Now, Who does?...."
I normally end up with the MD or his PA and I haven't lost one yet.