News On Mobilo-life

[hawk20]

MobiloLife is in a mess. It does not do what it says on the tin. What many salesman tell customers about it is not true. It is not virtually the same as full breakdown cover for 30 years with the RAC or the AA. What you read on Mercedes own website about MobiloLife (in early September 2006 when this is written) is not accurate. And what is written in the sales brochures is often incomplete, inaccurate and misleading.

Please remember I’m an economist not a lawyer and am more used to studying the decisions of the European Central Bank or Britain’s unemployment problems than I am used to reading the small print of ‘Terms and Conditions’ for MobiloLife. However, having discovered that most threads are full of errors on this subject, and that the two Mercedes dealers I questioned gave incorrect answers to what is covered and not covered, and that the Mercedes website is misleading at best, I decided to try and find the truth. I even discovered that phoning the proper breakdown number 00800 1777 7777 got me incorrect answers to what they would and would not come out for.

So, first I prepared my own understanding of the T’s and C’s; then I worked my way up in the Mercedes hierarchy to get confirmation of what I say here. What I say below has been confirmed by Mercedes personnel at a very high level.

I am sorry this is a long posting but it needs to be.


MobiloLife

Just to confuse, there are two parts of MobiloLife: the Factory Programme, which is offered throughout Europe, and the UK ‘Top-Up’ Programme, which is offered in the UK only.

MobiloLife: Factory Programme
The most recent changes to the factory programme occurred in January 2004. The most significant changes were the requirement for a car to have a full Mercedes-Benz service history for cover to continue beyond 2 years and the removal of support for "minor mishaps" after 2 years.

Cover for technical breakdowns and starting issues continues, subject to service history, up to a maximum of 30 years.

MobiloLife Top-Up
The Mercedes UK wing recognised that the standard Factory product did not fully meet with the market requirements in the UK, so for UK vehicles registered after 1 September 2004, they introduced a 3 year top-up programme as part of the standard product offer. This provides assistance for items such as accidents, wrong fuel, single and multiple punctures etc., for a period of 3 years from the date of initial registration whilst the vehicle is being operated within the UK. This cover is not applicable while you travel in the rest of Europe, where cover reverts back to the standard factory MobiloLife product. Important to note that!

Mercedes are currently working on a process where the customer can purchase an extension to this product, beyond the 3 years, to enhance the standard MobiloLife product provided that the vehicle continues to be maintained within the Mercedes-Benz network.

MINOR MISHAPS
The Mercedes website says Minor Mishaps cover covers you for battery failure, insufficient oil or coolant and tyre damage. It doesn’t mention that:-
a). It also covers you if you lock keys in the car, fill up with the wrong fuel and so on.
b). Minor mishaps cover ceases under the Factory Programme of MobiloLife after 2 years - even if you service at Mercedes dealers.
c). I could find no mention on the Mercedes website, or in the sales brochures for my car, of the UK top-up scheme and the breakdown phone number 00800 1777 7777 were unaware of it.
d). Under the UK top-up scheme, minor mishaps cover continues for one more year, but only on UK cars and only while those cars are in the UK.
e). So after two years, if you can’t or don’t want to change the wheel for a puncture, and you travel in Europe, then you need to join the AA/Rac and get Euro cover costing up to and even beyond £100 per year depending on length of stay, how often you travel and so on.
f). Note that even with the UK top-up scheme, and even with full MBSH, cover for punctures and other minor mishaps ceases after three years, even if the puncture or whatever occurs in the UK.
g). So, if you won’t, can’t or don’t want to change a wheel for a puncture by the side of a motorway in pouring rain, then after the third year you need to join the AA/RAC or equivalent. To join the AA and to get full cover for a couple in the UK costs about £150 per year. European cover is extra.
h). The point I have made to Mercedes is that for those like me and my wife, who do not want to do wheel changes (she has no idea how and I have back injuries and no desire to do it anyway), there is now a real diminution in the incentive to keep up a full MB service history after the second year of ownership (or third if you don’t go abroad). Sad. But that is why they are working on an improved scheme. Let us hope it comes soon.

Next time a salesman tells you that MobiloLife is like 30 years free membership of the AA/RAC point him to this website!

As I understand it, cars registered before 2004 do not suffer these problems. But I am checking and will post confirmation later just to complete the picture.

Administrators may like to consider whether this could be a sticky for a while unless they know of somewhere else where this information is readily available. It has taken me weeks of phone calls and correspondence to put all this together and I just wish it had not been necessary and that the information had been stuck to a forum somewhere. Otherwise members will make inappropriate decisions due to inadequate information. Many now think they are covered for all their needs by MobiloLife when in fact they are not. I hope members find this posting helpful.

 

[psmart]

Please remember I’m an economist not a lawyer...

...and to think I thought you were responsible for organising fried pancakes... funny how one word can make a difference (home, as in home economist :grin: ). What do you call 30 Economists at the bottom of the ocean..... answers on a postcard

Thank-you hawk for a very useful update. If you are regularly in Europe and can use a German address (ie. family, friends), full ADAC cover, superior to AA 5star is available for just EUR70, worldwide, and with English speaking operators. AA & RAC are very expensive products these days.

 

[bitonw]

Thanks Hawk20 for this very usefull information.

Well done!

 

[OmniCognateNeutronRangler]

AA & RAC are very expensive products these days.

and what the AA don't tell you is that they wouldn't know what a car was if you ran them over with one. Had to call them out a few times and they have never arrived in less than 2 hours and never done anything other than to suck through their teeth and say that they'll need to tow you to a garage. The last time my brother ws with me and after the AA man said it was not fixable my brother fixed it in front of him (just a warn o-ring on the bottom of the fuel filter allowing air in. He removed the drain, turned the o-ring over and put it back on and it worked. Aircraft engineer trick apparently, o-rings tend to flatten on one side when in place for a long time so turning them over tends to temporarily replace the seal) The RAC (on experience) are most definately better.

I must say, I have no real problem with changing a wheel myself and I guess Mobilo life, the AA and the RAC are effectively just another insurance policy and we all know how reliable they are.

I'm not trying to defend Mobilolife (blimey, me defending MB and Hawk20 bashing it.....what's happening to the world. ) becuase I have had no cause to use it yet. Some forum members have and have been pleased but then we obviously all have very different views on what constitutes acceptable service.

Thanks for the post, definately some things to chew over in there.

 

[jberks]

Thanks Hawk - very useful info.
One thing I'm not clear about, you say the MBUK add an 'extra year' on. Does this year depend on FMBSH or does it cover irrespective, with year 4,5.. being dependent on fmbsh?
I am still fit enough to change a wheel so would only call them out for something major that I couldn't do myself more quickly than they would take to arrive anyway. I don't have or intend to have dealer FMBSH so was intending to join the RAC/AA/DL etc when she turns 2. Does this mean that I don't need to until she turns 3?

 

[hawk20]

Thanks Hawk - very useful info.
One thing I'm not clear about, you say the MBUK add an 'extra year' on. Does this year depend on FMBSH or does it cover irrespective, with year 4,5.. being dependent on fmbsh?
I am still fit enough to change a wheel so would only call them out for something major that I couldn't do myself more quickly than they would take to arrive anyway. I don't have or intend to have dealer FMBSH so was intending to join the RAC/AA/DL etc when she turns 2. Does this mean that I don't need to until she turns 3?

Very interesting question. I shall find out and post here. May take a week or two. My source is on holiday! And I'm away 16 to 30th of Sept.

Amazing how much AA costs now and for those who can change own wheels how much Mobilo is now worth especially for anyone who goes to Europe each year.

 

[Blobcat]

The only difference I see from the version of Mobilolife I have is that the minor mishaps stopped at 3 yrs on mine. Whilst I accept that AA & RAC will change tyres for you I would still rather have Mobilolife than either of them.
If the AA or RAC cannot fix at the roadside would they take you to a Mercedes garage? Not so much of an issue in the UK, however on the continent I would rather have my car taken to a Mercedes dealer than a general garage.

 

[hawk20]

The only difference I see from the version of Mobilolife I have is that the minor mishaps stopped at 3 yrs on mine. Whilst I accept that AA & RAC will change tyres for you I would still rather have Mobilolife than either of them.
If the AA or RAC cannot fix at the roadside would they take you to a Mercedes garage? Not so much of an issue in the UK, however on the continent I would rather have my car taken to a Mercedes dealer than a general garage.

I must say when I have needed MobiloLife they have been marvellous. Like you I want my car dealt with by a Mercedes dealer. I am only annoyed that having a bad back, I don't feel up to the wheelchange and if my wife is driving on her own and had a puncture, she would not be either. So then I feel I shall have to join the RAc just to get that tiny bit of the MobiloLife cover. Just really annoying.

 

[jberks]

The only difference I see from the version of Mobilolife I have is that the minor mishaps stopped at 3 yrs on mine. Whilst I accept that AA & RAC will change tyres for you I would still rather have Mobilolife than either of them.
If the AA or RAC cannot fix at the roadside would they take you to a Mercedes garage? Not so much of an issue in the UK, however on the continent I would rather have my car taken to a Mercedes dealer than a general garage.

If you have recovery, the AA or RAC will take your car wherever you want them to. On standard, its debateable, but I suspect with a little discussion that their approved repairer isn't acceptable, they'd get you to a dealer.

 

[davidsl500]

RAC cover does have other advantages though. My cover is £90.00 year and covers all my cars and the better halfs car is insured with them which was £40 cheaper than anyone else and gives extra benefits on the recovery package. The other benefit of course, is that I am covered in any vehicle I drive - or any that I am a passenger in. Nice to have that peace of mind



Behold, its a sticky..

 

[television]

RAC cover does have other advantages though. My cover is £90.00 year and covers all my cars and the better halfs car is insured with them which was £40 cheaper than anyone else and gives extra benefits on the recovery package. The other benefit of course, is that I am covered in any vehicle I drive - or any that I am a passenger in. Nice to have that peace of mind



Behold, its a sticky..

Though I have only used them once when my SAAB gearbox went, they took it and me 150 miles to Exeter, and droped me home,25 miles, as Davids says having the peace of mind being covered in any car is worth alot.

Malcolm

 

[hawk20]

RAC cover does have other advantages though. My cover is £90.00 year and covers all my cars and the better halfs car is insured with them which was £40 cheaper than anyone else and gives extra benefits on the recovery package. The other benefit of course, is that I am covered in any vehicle I drive - or any that I am a passenger in. Nice to have that peace of mind



Behold, its a sticky..

But am I right in thinking that the disadvantage of the RAC (and AA for that matter) is that, although they cover other vehicles when I am in them (which I would find of limited use) they do not cover other people driving my vehicle, not even named drivers/spouses/partners (which I would find essential) unless I pay extra. And look how ingenious that is in raising revenue and increasing our costs. Anyone with a wife/partner/named driver needs to pay the extra premium or accept paying the bill to be towed in after a breakdown. And that is a high percentage of people. Whereas the number who would pay extra for being covered for the cost of someone else's car breaking down -while a passenger- is probably very small. Clever. I don't know if any other breakdown service offers the choice of covering the car rather than the person. In MobiloLife's favour we can say that it does have the advantage of covering your pride and joy whoever you allow to drive it.

Many thanks for the Sticky decision.

 

[davidsl500]

Joint RAC cover does cover spouses/partners on any cars they drive or are being driven in. No one else drives my/her cars so the RAC cover seemed best for me. I can appreciate that it may not suit all.

 

[television]

But am I right in thinking that the disadvantage of the RAC (and AA for that matter) is that, although they cover other vehicles when I am in them (which I would find of limited use) they do not cover other people driving my vehicle, .

Many thanks for the Sticky decision.

Hawk, how can you let other people drive your car, just think they could bump the kerb,or do anything and you would never know, only when the car starts pulling to the left or something simular. This is often the way that MB gets blaimed for thing beyond their control.

Malcolm

 

[hawk20]

Hawk, how can you let other people drive your car, just think they could bump the kerb,or do anything and you would never know, only when the car starts pulling to the left or something simular. This is often the way that MB gets blaimed for thing beyond their control.

Malcolm

Yes I am sure you are right about Merc getting the blame at times. My wife is the only other person to drive my car. She loves doing so and is good at it. And I find it ridiculous that so much more is charged for a couple than for one person. Whether it breaks down with her driving or me costs the same for a tow in. Just a con to get more money out of customers, IMO.

 

[television]

Yes I am sure you are right about Merc getting the blame at times. My wife is the only other person to drive my car. She loves doing so and is good at it. And I find it ridiculous that so much more is charged for a couple than for one person. Whether it breaks down with her driving or me costs the same for a tow in. Just a con to get more money out of customers, IMO.

Having met the good lady, I was not reffering to Mrs Hawk.

malcolm

 

[hawk20]

Oh OK fine Malcolm. I let nobody else drive. For a start those lovely days of 'any driver' insurance are long gone!

 

[jberks]

Yes I am sure you are right about Merc getting the blame at times. My wife is the only other person to drive my car. She loves doing so and is good at it. And I find it ridiculous that so much more is charged for a couple than for one person. Whether it breaks down with her driving or me costs the same for a tow in. Just a con to get more money out of customers, IMO.

I didn't think they charged more for the Mrs to drive your car. Rather that they charge to cover the Mrs to drive any car.
The thing about all these firms is that they all offer slightly different packages. So some cover the car, some you etc. So, a car policy is going to be the best if you and the Mrs drive the same car, but not so if you have a car each.
I used to have RAC cover until I could finally afford a Merc as they all had some cover with come them and I've been covered, first in '98 by the MB/RAC signature tie up and since by Mobilio, so I haven't actually bought a policy for many years. (also never had need to use them - what was that about MB reliability!?).

I've just covered the Mrs as part of her car insurance. Not sure of the details but it's direct line and covers everything inc recovery to wherever she wants, so whether a flat tyre or a blown ECUs she can get home from wherever she's roamed to which is all that matters. Plus it was around £75 as part of her car insurance which is a lot cheaper than RAC and friends. In fact, it was cheaper with the insurance policy than the RAC insurance policy was with free cover.

On the subject - I looked at a number of 'insurance backed' breakdown policies with the likes of Norwich Union etc and they are a bit dicey. Limits on all sorts of things. E.g. they only cover the 1st hour so if it gets fiddly, you could be staring at a bill.

 

[Blobcat]

On the subject - I looked at a number of 'insurance backed' breakdown policies with the likes of Norwich Union etc and they are a bit dicey. Limits on all sorts of things. E.g. they only cover the 1st hour so if it gets fiddly, you could be staring at a bill.

Very much agree with this, look very carefully at the small print of insurance backed breakdown schemes. Recovery to the nearest garage is one of their favorites, not very useful when that garage is closed.

 

[hawk20]

I didn't think they charged more for the Mrs to drive your car.
.

I'm afraid they do. They have a single policy (just you), a Joint policy (you and one other driver e.g spouse/partner) and family (up to four drivers).

Very clever way they have used to dramatically increase the cost by pretending we all want to be covered in someone else's car when we would not be responsible for the bill. If I'm a passenger in your car and it breaks down, I will offer sympathy and use of my mobile. But I don't expect to pay the cost of a garage call out. That's the owners baby. So the AA says in large print "you are covered not the car". Pretending it is a big plus. Read it carefully; what it really means is you must buy separate cover for other drivers.

Just like BT offering people a free ansafone service. The person you are calling is not available ................ What it means is you no longer ring, get no answer and know they are out for no charge. Now it costs the minimum call charge every time you try their number.

The other clever 'service' answers if they are engaged. 'The person you are calling knows you are waiting.............. Yes and BT have charged you 5p to learn they are engaged whereas before you just got the engaged tone FREE and waited a while and rang again till you got through. Puts up everyone's bills.

Like directory enquiry. "The number you asked for is ---------- Shall I put you through?" Cleverly neglecting to tell you they charge 65p per minute if they put you through.