MB Brentford

stickandrudder

Senior Member
Joined
Nov 14, 2008
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Location
darn sarf
Your Mercedes
lots
A couple of months ago we fitted new strut top mounts to a customer's A class becuase of a clicking noise when steering.
Last week the car came back with the same issue.
We sent the car to Brentford for a warranty claim (it's necessary to submit the whole car in order to get warranty on parts) and they sent me an email saying that the noise was coming from the steering column, it was £1800 to fix it and we owed them £168.00 for diagnosis!
I asked for a breakdown of the £168.00 and was told it was for "road test and putting the car on a ramp to inspect steering column"
I replied that it took 10 seconds to diagnose a failed steering column and needed neither road test or ramp. In any case, they were not asked to examine any part of the car other than the failed top mounts. I suggested they go back and examine the top mounts and submit a warranty claim.
The replied "As a gesture of goodwill we'll cancel the diagnostic charge. We have examined the top mounts and can find no fault, please come and collect the car".
We recover the car, confirm our original diagnosis, install new top mounts (supplied by them) and the fault is gone.
I sent an email advising of the facts and that I had video evidence of the before, during and after confirming the fault.
They replied "Thanks for the update, we stand by our diagnosis"
So, I've given the car back to the customer with the new top mounts FOC and swallowed the cost.
Why have I swallowed the cost? Because it's thanks to their incompetence that my business continues to flourish!
Thanks MB Brentford!
 

WG M-B

Senior Member
Authorised Forum Supporter
Joined
Dec 5, 2010
Messages
3,105
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Location
North west london
Your Mercedes
C63 Wagon in black
We have had more than one instance like this with various dealers.
 

MERCSPORT

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Jun 30, 2011
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Location
Bedford
Your Mercedes
2009 CLS 350 CDI Grand Edition
Its reasons like this that now my dealer allows me to sit in the car during the test drive and talk to the technician directly. I drive the car with him in the passenger seat also, and then I look at it with him.
 


AMF Automotive - We are an independent Mercedes-Benz and AMG specialist located in Paddock Wood, Kent, with full Mercedes Diagnostic equipment. We offer a full portfolio of tuning options for AMGs and can cater for all your Mercedes needs.
Tel: 0203 384 4644www.amfmercedes.com/
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