My Star Has Burnt Out

[Bossmls]

Finally after some 14 years I have said enough is enough to Mercedes ownership. There used to be a special kudos to having the three pointed star on your driveway that showed you had arrived and life was good. The cars were rock solid well built and exuded the best in reliable technology and top drawer engineering. The independent dealership was pleased to see you made you feel welcome, offered a first class service and fixed faults first time handing you a clean car back with a smile, usually driving the car to the front reception to wait for you.I stayed with such service from a C180 through two Eclasses to a flagship SL500. Now reality kicks in, a visit to the dealer is a fraught affair involving waiting, arguing what is and isn,t a guarantee repair item and then paying for parts at prices that wouldn,t look out of place if attached to a starship. The norm is two visits for the same fault, extended warranties that cover everything, and exclude anything that goes wrong, and then denial of the extra scratches the car picks up at every visit. Anybody that thinks Mercedes Benz cars are still at the top of the list have ' Emperors clothes syndrome' they are not. They are not as reliable as vauxhall vectras ( I know I run a couple ) residuals are no longer a huge plus point, and my dealership for one comes second to the local Reg Vardy. All this makes my heart heavy I can't get a satisfactory repair done successfully to a £39K car and I shudder for the future when out of warranty the dealership wolves will rip my wallet to shreds. So as the last glimmers of my star fade I regretfully trade in my Merc until the day they get their act together, listen to their customers, address the dealerships, and produce a product that puts kudos back on the drive. Farewell fair forum I wish all of you the very best.

 

[BlackC55]

What was the problem withthe SL?

 

[Andy Wr]

The problem is that we have no faith in the approved dealers and we know they will bend us over and make us have it, independants are the best way to go, small companies that you can talk to the owner / mechanic and he appreciates your business and will go the extra mile, my ML is due for a service in 3,600 miles and that will not be going to a main dealer.

 

[D3Less]

Anyone who can find a helpfull / genuine main dealer of any marque is a lucky person.
Mr recent dealings with Landrover were terrible to put it mildly, my local Vauxhall dealership verge on being rude (even though I know someone who works there), local Honda garage are just pure arrogent.... I could go on.

As you say until the manufacturers realise that the dealerships are losing them customers nothing will change

 

[Eric Tilley]

Can anyone advise me how the main dealerships are operated ? when I bought a C class some years back the MD was a privately owned company, retailing and servicing MB`s. I did not hang onto the car long due to a seat/arse incompatability. When I went back to the same showroom last year it now seemed to be totally under MB ownership and I was not comfortable with the feel of it or several others in the SW London area I visited. I finally found a dealership in the area who gave me the right sort of vibes, and later read in their blurb that they are an independant family run dealership.
Perhaps this subject has been well chewed over in the forum in the past but being new on the block I find the set up more than a bit strange. I could understand a manufacturer taking over the retailing and servicing operations if they were under performing, but they were not and to end up at the situation where the in house outfits are not as satisfactory as the independant dealerships is bizarre

 

[Socrates]

Forget Kudos. Stop worrying about what other people think about what you've got on your drive. Find a good independent. Buy and older Merc (early 90s) from when they could still build cars properly - like an SL for example, and simply enjoy.

 

[jberks]

My view is that we have already lived through the bad days of MB ownership. Dealers were hopeless and the cars rusty and unreliable. But now ?
Even 2 years ago when I bought my current motor, the dealer was crap. But now, on the last 2 occasions I've dealt with the dealers, they've been attentive, informative and generally treated me as a valued customer. Whilst the price was a bit steep, for what they did, and the fact that a dealer will always be a bit pricey, they weren't stitching me up. They even automatically follow up with a phone call the following day to see that I was happy with their service. I have seen a definite improvement over the last year or so and it's obvious they're finally trying hard. Based on my last 2 visits, I can't really think of what they could have done better.

I'm still of the opinion that anything aside from servicing (brake pads, the odd glitch etc) are better dealt with by an indie but these days, that's based on cost rather than service.

And the cars ..
I've had a 1995 C class and lots of experience of 1980's E classes so I know how reliable mercs used to be. To be honest, putting faults on each car side by side, I can't say there has been that much change. The main change has been in our expectations. When a Cortina didn't start, it wasn't a great surprise. a W123 E class however, started first turn every time. If a Vectra rattles, as they all do, you accept it. When a merc has a slight rattle, it goes back.
I have never been left at the side of the road or stuck in the driveway and whilst there may be the odd niggle from time to time, nothing that has ever spoiled my enjoyment too much.
On the qudos, all I can say is that everyone I know, who has switched to mercs in the last few years have said the same thing. They didn't understand why I ran them when their VWs audis etc were so good, but, after a few days ownership, now they do and they wouldn't go back.
I suspect you'll find the grass isn't as green as it looks on the other side. BMW, Lexus etc all have their issues these days. Its just that the bar is generally higher.

 

[television]

As BlackC55 what are the problems, is it the car or the dealer?

 

[benzo]

Bossmls,

I have not owned that many different cars - a peugeot 405, vw golf, vw caravelle vauxhall vectra, volvo s60 then my 202 c180 and 211 e320cdi

By far the best of the lot have been the mercedes cars -by a long margin, both in build and drive quality and reliablility.

Granted, my 'new' e class seems to develop more niggly issues than the c -class (signifying poorer build quality) it is still a long shot better than all the other cars in the list.

Dealer service initially 4 years ago was appalling , but I have to agree with Jberks that it is improving (still can't compare with the quality of service at my volvo dealers though). I guess really bad dealers are becoming more of a minority and it pays to try another if not happy with the service at a particular one.

On the list of cars above I have driven, the vauxhall vectra was the worst of them all and I don't think I can be paid to own another one....

 

[Bossmls]

The encoutered problems are as follows:

1. On collection car massage seats inoperative.
2. No rear parktronic sensors
3. Small pool of water under car overnight
3. Waterleak in boot.

Answers:

1. Still inoperative (straw that broke etc)
2. Took car back car was workshopped and new rear sensors ordered and fitted. Still didn,t work. Television on this forum answered my querey (great bloke) informing that the car had rear sensor display hidden by the installed wind deflector. I demonstrated to the dealership who didn,t know this!
3. Workshopped twice for this, conclusion was that the aircon ( I was told that it is on all the time even when switched off!) was responsible this cured itself last week when the washer bottle was empty - draw your own conclusions.
5. Still leaks - dealership managed to scratch the rear window when fitting new seals. They had it back to grind the scratch out and succeded in grinding the black pillar colour as well - then argued that it was like that!

point 1. Last friday I collected the car drove away stuck in traffic tried the seats - nothing, got on mobile asked to turn round and they would look straight away, they did told me someone had forgot to reset the fault code - seats worked. Drove away stuck in traffic tried seats again - nothing!

My point is the SL is a very complicated car and the dealership seeems to know bugger all about even the basic operations - imagine a fault with the air suspension or braking circuitrys. My choice of dealership is limited to them - or a journey I really should not have to make to try and find another Mercedes dealership. Don,t forget indies will invalidate any extended warranty.

For the record Inchcape Mercedes Nottingham.

 

[Rory]

I could understand a manufacturer taking over the retailing and servicing operations if they were under performing, but they were not and to end up at the situation where the in house outfits are not as satisfactory as the independant dealerships is bizarre

Several manufacturers own significant chunks of their dealership networks, noteably Ford, Peugeot and Renault.

Apparently it's a defensive thing, against the EU forcing manufacturers to allow their dealerships to sell multiple brands.

 

[BlackC55]

1. The pump that operates the seats is probably the problem.
2. I doubt the washer bottle being empty was anything to do with the AC or parktronic. Does it still not work?
5. The leak repair method is very complicated. I have done one sucessfully but it is long winded and the person doing it must have some training on how to do it. Its is a very common problem with the (230) SL. It is worth takiong it to a better dealer who know the repair inside out.

 

[Eric Tilley]

Quote Rory.Apparently it's a defensive thing, against the EU forcing manufacturers to allow their dealerships to sell multiple brands.

Not that bunch of wazzacks again

 

[kth286]

Agreed, Mercs are not what they were. What do you expect when in REAL money they are half the price they used to be.

Mercs used to be made like no other car - nowadays Mercs made like every other car.

 

[jberks]

It is a pain finding another dealer but I'd imagine there are several with 10-15 miles and if this one has been hopeless then sometimes another is the only way to go. At least to fix the actual problems. Then go where you want. Within 20 mines I must have around 5 to choose from. OK 20 miles is a pain for a service but as a one-off it may be worth it. In any case, they all do a collect and return service so its worth a phone call!

However, and I've said this before, with hard to find / intermittent faults like the one you have with seats, I have a simple policy that works every time. I simply arrange with the service manager that he will use my car as his own for the week. If, after fixing it, it's still ok at the end of the week, I'll take it back. I've had calls 2 days in to say, it was fine yesterday but played up on the way in this morning - so its back in the workshop.

On the indie warranty situation. An indie can't put in a manufacturers warranty claim - so the dealer still has to do warranty work, but using one does not invalidate the warranty.

 

[television]

Re the seats,if the comfort adjustable parts works then the massage part should work, do check the passenger seat for if that works and yours does not, then all it wants is a modified bracket to support the air tube. The seats are activated in STAR and no separate massage function are there, so if the seat blows up and down the massage must work.

I think that you must exit STAR in the correct manner otherwise the activate comfort seats will not be set



You have been unlucky with have a rotten dealer who showed no mercy in doing the roof seals, damaging the car in the process, we have heard bad reports before with Inchcape

 

[jberks]

It is a pain finding another dealer but I'd imagine there are several with 10-15 miles and if this one has been hopeless then sometimes another is the only way to go. At least to fix the actual problems. Then go where you want. Within 20 mines I must have around 5 to choose from. OK 20 miles is a pain for a service but as a one-off it may be worth it. In any case, they all do a collect and return service so its worth a phone call!

However, and I've said this before, with hard to find / intermittent faults like the one you have with seats, I have a simple policy that works every time. I simply arrange with the service manager that he will use my car as his own for the week. If, after fixing it, it's still ok at the end of the week, I'll take it back. I've had calls 2 days in to say, it was fine yesterday but played up on the way in this morning - so its back in the workshop.

On the indie warranty situation. An indie can't put in a manufacturers warranty claim - so the dealer still has to do warranty work, but using one does not invalidate the warranty.

 

[television]

Re the seats,if the comfort adjustable parts works then the massage part should work, do check the passenger seat for if that works and yours does not, then all it wants is a modified bracket to support the air tube. The seats are activated in STAR and no separate massage function are there, so if the seat blows up and down the massage must work.

I think that you must exit STAR in the correct manner otherwise the activate comfort seats will not be set



You have been unlucky with have a rotten dealer who showed no mercy in doing the roof seals, damaging the car in the process, we have heard bad reports before with Inchcape

 

[Marco Polo]

"So as the last glimmers of my star fade I regretfully trade in my Merc until the day they get their act together, listen to their customers, address the dealerships, and produce a product that puts kudos back on the drive. Farewell fair forum I wish all of you the very best."

As a point of interest, what are you intending to trade in your Merc for?

I also use a BMW forum on a regular basis and there you will find the same story.

Are Audi any better?

All manufacturers seem to have had to chase volume sales to achieve the bottom line that their shareholders demand - I remember reading somewhere that the BMW 3 series sells in greater number than Ford Mondeos. With volume, unfortunately, there is less room for the time to be spent ensuring quality is maintained.

The accountants also have to carry huge responsibility in the sacrifice of quality.

But on the other hand, how have Honda, Toyota, Nissan etc. been able to get to where they are now compared to where they were 30 years ago? how do their dealers treat their customers?

 

[Bossmls]

Reply c2cae

I have changed to a 911 lost 6 grand in four Months on the deal, but I see nothing but black clouds ahead with the Merc. True I know nothing about Porsche service yet and it may be ' out of the frying pan etc'. I truly feel Merc dealerships are a law unto themselves - just look at the threads for warranty rust problems etc. Of more concern Mercedes as a manufacturer seems to side with these outlaws. I for one will exercise my option of freedom of choice and walk away. If enough people follow my example then maybe, just maybe a light will go on in some corporate brain, realise sales are not Godgiven anymore, and that customers expect a level of service and quality in line with price of the product.