My complaint to MB

[AAPete]

To the customer service manager.

I have been toying with the idea of upgrading my car; recent events have caused me to rethink my decision for the following reasons.
I recently called a MB dealership as I had 2 problems on my CLK200 Kompressor
The dealership asked me to bring the car in, the problems were as follows:
A rattle when accelerating
The soft top roof not working.
I dropped the car off and approx 2 hours later I was called advising the following:
The rattle was a problem on the catalytic converter as the honeycomb had broken up and the filings would cause further problems in the engine if driven, to repair it would be £800 for a new catalytic converter and £200 labour
The roof problem was diagnosed as the control unit or hydraulic pump, to repair the cost would be £2500 inclusive of labour.
I informed the garage that I could not afford the repairs and would pick the car up in 1 hour, I received a further call after 30 mins advising me that the technician had re-evaluated and the problem was actually the mounting holding the catalytic on to the car, I was told the car was safe to drive and the repair would be the same cost as the whole cat had to be changed.
I took the car to a non MB mechanic who stopped the rattle at a cost of £35
The roof problem I took to a specialist in control units, who found a faulty relay, the price of the relay was £2.99, the specialist did not charge me for the repair and confirmed the control unit was not faulty.
I feel the cost quoted to me was extremely excessive and the diagnostics carried out leading to the quote out were minimal considering the cost of actual repair.
What are you thoughts on the above, can tell me why I should consider buying a new Mercedes or recommending the Mercedes Benz portfolio to others ?

 

[Chris_J]

Fair play, and the original diagnosis is pretty disgusting too. Keep us informed of the response you get, Pete.

 

[kth286]

I would get your local Trading Standards involved, but you probably never got anything in writing ?

 

[television]

Sadly there are many stories around the world on the same theme.

 

[jberks]

absolutely and why I never recommend anyone attend a dealer for anything other than routine servicing and warranty work!

An excellent letter but I would also copy it to MBUK head office for their comments, TV (watchdog?) and your local trading standards. I dare say the misquote wasn't deliberate but evidence of very shoddy diagnostic work.
Its interesting really, youd imagine that MB would be as angry at this as you are. After all, this same lazy work probably leads to vastly inflated warranty work.

 

[Blobcat]

Similar story with a colleague of mine and his leased Land Rover Discovery. Took it to main dealer for service was told that ignition switch had failed, steering rack required replacement and one of the air suspension bags had failed. Leasing company said the repairs were too expensive and that they were closing the lease early. The vehicle was taken to an independent LR specialist who lubricated the ignition switch and said that there was nothing wrong with either the steering rack or the air suspension.
It does appear that if dealerships think they can get away with it they will try it on.

 

[AAPete]

I have the costings of the parts and labour printed out from the MB computer.

 

[Chas]

I have been there too.. I have caught them out too often to have any confidence, quite frankly it is a disgrace.

http://forums.mercedesclub.org.uk/showthread.php?t=29127

 

[Rory]

I would much prefer it if cars were 'sealed for life' and never had to go near a dealer (or a tyre fitter, come to that).

Like Blobcat's colleague, I also had problems with a company lease car on full maint - with the dealers (not MB) piling on work and the leasing company doing everything they could to avoid it.

At least MB do have a solution for cars up to 6 years old, which is ServicePlus. I don't think it's very good value, but it's probably worth it for the preace of mind.

 

[D3Less]

Have you spoken to the MB dealership to hear what they have to say on this?
Of course still follow this up with a letter to MB themselves, it would just be interesting to hear what excuses they come out with to cover up this terrible misquoting.

 

[MIW615]

To the customer service manager.

I have been toying with the idea of upgrading my car; recent events have caused me to rethink my decision for the following reasons.
I recently called a MB dealership as I had 2 problems on my CLK200 Kompressor
The dealership asked me to bring the car in, the problems were as follows:
A rattle when accelerating
The soft top roof not working.
I dropped the car off and approx 2 hours later I was called advising the following:
The rattle was a problem on the catalytic converter as the honeycomb had broken up and the filings would cause further problems in the engine if driven, to repair it would be £800 for a new catalytic converter and £200 labour
The roof problem was diagnosed as the control unit or hydraulic pump, to repair the cost would be £2500 inclusive of labour.
I informed the garage that I could not afford the repairs and would pick the car up in 1 hour, I received a further call after 30 mins advising me that the technician had re-evaluated and the problem was actually the mounting holding the catalytic on to the car, I was told the car was safe to drive and the repair would be the same cost as the whole cat had to be changed.
I took the car to a non MB mechanic who stopped the rattle at a cost of £35
The roof problem I took to a specialist in control units, who found a faulty relay, the price of the relay was £2.99, the specialist did not charge me for the repair and confirmed the control unit was not faulty.
I feel the cost quoted to me was extremely excessive and the diagnostics carried out leading to the quote out were minimal considering the cost of actual repair.
What are you thoughts on the above, can tell me why I should consider buying a new Mercedes or recommending the Mercedes Benz portfolio to others ?

Good letter and hope you get the right response from MB, it seems to be a re-couring story not just MB, but other manufactures too.

By the way I wouldn't mind the phone number of your control unit specialist (by PM).

 

[AAPete]

I have had a letter from the dealership offering a free service, but I have rejected it in case the dealership decide to loosen the engine mounting nuts!!
MB in the Nederlands called to apologise, I have asked for a set of mats in place of the service

 

[Schtum]

This site never fails to amaze me! I must have the only fault free MB in the UK. I'm touching wood and saying 3 hail mary's that it will continue to be so.

Good luck getting your trouble's sorted dude.

 

[jberks]

I have had a letter from the dealership offering a free service, but I have rejected it in case the dealership decide to loosen the engine mounting nuts!!
MB in the Nederlands called to apologise, I have asked for a set of mats in place of the service

They did well out of that - hand over £60 worth of mats instead of £300 of service!
I don't think they'd be malicious - more likely they'd try extra hard to make things right. I'd have gone for the service.
I bought my car from the dealer 2 years ago and they made an utter balls up of the PDI and mucked me about. I then used an indie until a couple of months ago when I needed some warranty work done. I've since used 2 separate dealers and been impressed not just by the service but by the obvious effort they are putting in to provide a service. So IMO things are improving - just haven't got to your dealer yet.