Recall - software update performed, EML on when collected

[MBCF]

Have just checked, they are part of Vertu motors, their Head office is who I have been in correspondence with - both to book the software update and register the complaint (MB CS recall address copied in as well who have not yet been in touch).

 

[sonic]

Have just checked, they are part of Vertu motors, their Head office is who I have been in correspondence with - both to book the software update and register the complaint (MB CS recall address copied in as well who have not yet been in touch).

Please keep us informed of the progress of this matter.

 

[ShahanShahid]

Hi, new to this forum. Im in exactly the same predicament as the person who posted this in the first place. Car went in on monday for the update, came back with the eml on. I did notice and as i was in a rush i set off thinking it may switch off and may have come on due to the update. I have called them and explained and they have booked the car in for an investigation but did mention that they will do a diagnostic and if found unrelated to the software update they will charge me. Where do i stand with this? The recall letter does state clearly that if an error occurs as a result of the update they will fix this free of charge. The burning question i have is where do i stand in proving that the eml came on as a result of the update? Are the nox sensors classed as a direct fault linked to the software update? Anyone in the same predicament and had any update on their situation?

 

[MBCF]

Hi, looks like you have had more luck than me, do you have MB Approved used warranty as that operates in the way that you have described?

 

[alexanderfoti]

Depending on the code that is causing the EML light to illuminate, it could be preventing DPF regens, so I would limit the amount of miles you do whilst the light is on.

It is not acceptable to have been given the car back with it on IMO.

 

[ajlsl600]

I think these days a short video of car dash taken when one drops car off is becoming a good idea.
Why would dealer try to rtn car with eml on cant be for customer benefit I though eml was a stop find out problem light?

 

[MBCF]

I think these days a short video of car dash taken when one drops car off is becoming a good idea.
Why would dealer try to rtn car with eml on cant be for customer benefit I though eml was a stop find out problem light?

If they were responsible for turning it on I presume.

 

[ajlsl600]

What colour was the eml light ?

 

[MBCF]

Amber for me.

 

[Headhurts]

Would the dealership not refund or not charge if the EML is due to an error caused during the update?

It seems likely the issue is linked to the updating of the software, personally I would have agreed to pay to get peace of mind but I understand the annoyance felt by the op.

Robin

 

[MBCF]

No discussion or acknowledgement of that possibility - just an email to state they have booked me in for a £99 diagnostic which I refused.

Still awaiting a further response.

 

[Lah77]

I’ve had the same issue on my 2015 C220 AMG.

My car went for a major service and gearbox service at a cost of £750 on 21 Aug. 20. They offered a free software update described as:

“Whilst your car is in we would like to carry out a free voluntary software update to reduce the nitrogen oxide emissions on your vehicle, this will take one hour to complete, would you like this carried out at the same time? This is an optional update so I please email me back/ call us if you would not like this carried out so we can make it clear on your job card.”

On 23 Aug, my EML appeared. I called the dealership first thing on the 24th and they said they would diagnose, if the fault was non related I would pay. At the dealership they told me the fault code was P229F (NOx Sensor Circuit range). They told me it was a coincidence. I was furious, the car has a full MBUK service history and I have an E Class which I also take to them for servicing.

Despite being a loyal customer, their service was poor.

They refused to accept liability, I asked them to roll back the software update to prove it was a coincidence, they refused.

I left and raised an official complaint with MBUK. MBUK called me a few days later and said they confirmed that the dealer were correct, the sensor fault was not related to the service. It was completely non-sensucal, all they did was repeat what the dealer said. No help at all.

Since then, I have had 1 sensor changed at a specialist at a cost of £572. 2 weeks later, light on again, second sensor fault. Again, had the second sensor changed at a cost of £572.

EML light has just come back on and my failed it’s MOT because of that.

The car is back at the specialist in two days to investigate why the EML is on.

Total spent on the car in the last few months = £1,894. Faith loss in the MB brand = 100%. Really gutted and don’t know what to do.

 

[Botus]

No discussion or acknowledgement of that possibility - just an email to state they have booked me in for a £99 diagnostic which I refused.

Still awaiting a further response.

you can't leave it like that - they don't care if u have a car with a light on you'll be in the same place in 10 years time.

In the note for the other owner with similar / same issue. There's a point:

"The recall letter does state clearly that if an error occurs as a result of the update they will fix this free of charge."

so where r u on that idea ?

 

[sonic]

Its really sad to hear of there issues, I have used MB Wolverhampton for 20 years with no problems at all. I have a great relationship with the service manager who I always deal with. There have been a couple of times they have found a minor fault during a service & I haven't been charged for the work.

 

[MBCF]

MB CS have got involved, they will now diagnose to see if the EML is related to the software update for free.

Will update once done.

 

[Lah77]

MB CS have got involved, they will now diagnose to see if the EML is related to the software update for free.

Will update once done.

Is that MBUK? How did you get them to agree? They flat refused my request.

 

[MBCF]

Is that MBUK? How did you get them to agree? They flat refused my request.

Yes, was your light on when you collected your car?

 

[Lah77]

Yes, was your light on when you collected your car?

No, it came on a day after. It seems scandalous to me that MB and the retailers are getting away with this. I may be wrong, but I do not think I would have all the problems I have had with NOx and Adblue if it wasn't for the software update on the car.

 

[MBCF]

No, it came on a day after. It seems scandalous to me that MB and the retailers are getting away with this. I may be wrong, but I do not think I would have all the problems I have had with NOx and Adblue if it wasn't for the software update on the car.

Ok, so slight difference to my circumstances. Have you contacted the Motor Federation Ombudsman?

 

[Lah77]

Ok, so slight difference to my circumstances. Have you contacted the Motor Federation Ombudsman?

The car is in at a specialist today to check what the current fault code is. When I have all the facts, I will be submitting a case to them for independent review.