The Motor Ombudsman - anyone had any experience?

[Lah77]

Hello,

Long story short, MB offered my a complimentary software update when I was having my 2015 C220D Bluetec serviced. The software update was described to me over email 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?"

I regrettably agreed.

A day after picking the car up, the EML illuminated, and I have had to replace 2x NOx sensors (£1,144), the AdBlue pump stop working, and now the EML is on again. I complained to MBUK and requested some sort of independent check as I did not believe the software update and my issues were unrelated, they did not help at all and said the dealer was correct. FYI - the car has a full MB service history.

So I'm thinking of submitting a case to the Motor Ombudsman for an independent review.

Anyone had any positive / negative experiences of dealing with them?

 

[peterws1957]

Sadly this seems to be a common complaint and the MO has probably dealt with other cases already. If you believe MB the update can't be reversed either. (MB seem to continually shoot themselves in the foot). I would Google the problem and gather up the available evidence from other owners before submitting to the Ombudsman. They will only be interested in evidence.

 

[malcolm E53 AMG]

Certainly worth doing a search on this forum and logging the outcome of each case (there have been a few) some have had a good result usually due to a helpful dealer, if the car has FMBSH or because the car was handed back with the EML on

 

[Gazwould]

Discusting , VW had a 2 year trust building measure for emissions equipment failure post software debarcle .

With them the already fragile EGR valve with even more work to do failed at such a rate even straight after the software was applied that the dealers got stacked up and the supply of egr's had ran out in the country and remained on back order .