Not covered on warranty - any dispute success?

[dano]

Hi,

My question in summary is "has anyone ever found a rejected warranty claim is reversed once they write a letter to Warranty Services complaining?"

Below are the details...

I have problems with the electric seats in my 2002 CLK (WDB208365) where both front seats will not move forward (to enable rear passenger access) when the handle lifted.

Also my drivers seat will not move forward or backwards. According to the dealer this is a haul (or hall?) sensor fault. The motor must also be replaced as the sensor cannot be replaced on its own.

Minimum cost to fix £320.

My car is in month 8 of its 12 month Tier 2 warranty. I am not told this fault is not covered.

I am annoyed that my first claim is rejected. The main reason I bought from a dealer is the warranty. Now I feel stupid for a) being suckered in b) not seeking clarification on what the warranty covered during the sales process.

Is there any point writing a letter, or am I likely to be told tough s**t, read the small print?

Many thanks,

-- Dano

 

[rf065]

You've basically been told tough s**t already, so what have you got to lose?
Search the forums though, I seem to recall some members have posted their letters of complaint before. Might be some good points for you to copy.

Russ

 

[hbltd]

You should complain to the dealer principal and to head office in Milton Keynes in writing, be persistent, you have nothing to loose. Good luck.

 

[jberks]

We've won appeals on the manufacturer's warranty but this is probably a front for an insurance backed warranty so you may be up against more than MB.

 

[dano]

I wrote a letter. About six weeks later got a phone call. They have agreed as a "good will guesture" to fix the problem at no charge

 

[st13phil]

Well done and congratulations.

I always reckon the cost a of a stamp and an hour of my time is a worthwhile investment for something that may just pay out.

FWIW, I've had good results in the past with other manufacturers regarding goodwill claims. Key elements in securing success seems to be to appear affronted and disppointed that such a premium product should fail, not to make any threats, and to be polite.