Uncomfortable reading for MB - rejecting a car

[grayb]

Not a very good example of looking after a customer. We all know cars do go wrong sometimes, but it's how the problems are dealt with that makes the difference...

https://www.whatcar.com/advice/owni...- 21.05.19::story4_button&utm_source=20190521

 

[davemercedes]

Sorry, but I have absolutely no sympathy for MB and only about 0.01% for his dealer.

Yes, cars do wrong but they sold him a product and he was entitled not only to warranty rectification but the reliability the marque professed to offer. Also, where normally a loan car and warranty repairs rather grudgingly solve the issues, with a case like this he should be able to reject the car and MB should voluntarily (there's a thought, now!) provide a bundle of wonga to compensate him for the embarrassment and dreadful inconvenience and persuade him to remain in the fold.

Such a sad outcome - if they extracted their short thick digit on the side of their hand from their respective rear chambers, they could have been controlling a media success story a la "How MB restored my faith in a motor manufacturer..."

Like I said, no sympathy for them - but bags of sympathy for the owner.

 

[Uncle Benz]

Terrible behaviour by both the dealer and Mercedes. It should not be necessary for the ombudsman to tell the supplier of the car about the customer's rights. Appalling behaviour.

 

[Rotorhead500]

Appalling. Sadly becoming the norm in retail world - the desperate hope that people will idly take whatever BS is thrown at them, at whatever cost!

 

[Jim2]

That's one horror story....

 

[goldy]

It's no surprise. I'm waiting for the ombudsman to decide on my issues. Dealers blamed other branch and vice versa. Merc customer service useless and listened to dealer lies.
Glad the customer got an outcome eventually but the stress and inconvenience is huge.

 

[mercmancdi]

M B customer service crap unless you are standing with a fat cheque book or fistfuls of cash and willing to part with it.

Too sweet to be wholesome.

 

[DSK]

I can sympathise with him and its shame that customers are treated like this. The sheer stress caused by the inconvenience and duration of such scenarios is horrendous. The longer it goes on, the harder it may become to turn back the clock.

I also find that the suppliers (dealers, brokers etc) are quite bold/threatening in their responses when people really have had enough and just want a refund/return etc. People are also intimidated about going down the legal route with these robbing dealers and manufacturers thinking the big man always wins. More people should as generally newer stuff is seriously questionable in my experience now.

I bought a 1995 BMW M5, approved used BMW with 15,000 miles back in 2000. It seemed to lack a bit of grunt compared to a couple I had driven at the time. BMW said there was nothing wrong with it and told me to do one. I requested a return for a refund which was declined. No problem, off to my solicitor I went, who promptly showed BMW who has the bigger stick. BMW changed their tune and were now only more than happy to address the issue seriously. They took 6 months to fit a fit a new engine with a bit more solicitor action in between (ordered top end first, wouldn't quite fit, then a new bottom end wouldn't work, so then they just got a complete engine). Car was superb once run in after that!

 

[John Laidlaw]

Nowadays it seems that MB will respond poorly in these circumstances- shame as it seems constantly they are content to use their customers as guinea pigs for new products ....

 

[Rory]

This sort of thing that puts me off changing my car!

Having said that, I note the first paragraph of the article says "I purchased a new Mercedes-Benz B250e on a two-year personal contract hire plan from a broker, with the car supplied via Mercedes-Benz Hertfordshire."

I mean, how messy is that from the point-of-view of trying to enforce your rights? It's not even correct that he purchased the vehicle - he rented it for 2yrs.

 

[DSK]

This sort of thing that puts me off changing my car!

Having said that, I note the first paragraph of the article says "I purchased a new Mercedes-Benz B250e on a two-year personal contract hire plan from a broker, with the car supplied via Mercedes-Benz Hertfordshire."

I mean, how messy is that from the point-of-view of trying to enforce your rights? It's not even correct that he purchased the vehicle - he rented it for 2yrs.

I tried the lease thing twice and in my opinion its the newest and cleverest way of screwing the consumer. Anyway, prior to taking out the lease, via a broker who was much cheaper than the dealers, when I asked, 'what if there is a problem that the dealer fails to fix or an issue is ongoing'? The brokers response was, 'its their car, so its in their interest also that the car is in good working order and can help support any issues that I feel the dealer is not addressing'. However, once the money is handed over their laughing.

 

[peterws1957]

I was surprised that Tesla components are being used by MB. Tesla seem in fact to be far worse than MB for customer service. MB and other major manufacturers continue to totally ignore consumer legislation. It's about time they were taken to the cleaners on these issues.

 

[ajlsl600]

whilst some of my experience is MB its my view that the ONLY time we have any real leverage with a dealer/maker (prob any of them!!) is just before we hand over the cheque and or sign ,after which all bets are off. in many ways one is better to buy used, nearly new. as the previous owner will have dealt with most ,if any dramas and you CAN find out the dealer/factory warranty and service record, thus some idea of if or not its a lemon.. for me when one buys new ,one is often an unwilling part of R&D at yr expence..

 

[umblecumbuz]

MB/Tesla.
Now that's real badge engineering!
Is nothing sacred these days?

 

[malcolm E53 AMG]

It’s a David and Goliath situation unfortunately and until consumer rights catch-up with the US in this country nothing will change and things only seem to be getting worse, unfortunately we have a government In the EU/UK who seem complicit with this which is no surprise.... roll-on Brexit

 

[DSK]

MB/Tesla.
Now that's real badge engineering!
Is nothing sacred these days?

Of course not, its all gibberish now in a fancy packet.

 

[Craiglxviii]

MB/Tesla.
Now that's real badge engineering!
Is nothing sacred these days?

Hardly badge engineering, NB buying components or assemblies from a supplier. How is it any different to the standardised door latches from Brose, or the standardised wiper drives from Valeo (who are way bigger than Tesla).....?

 

[umblecumbuz]

Hardly badge engineering, NB buying components or assemblies from a supplier. How is it any different to the standardised door latches from Brose, or the standardised wiper drives from Valeo (who are way bigger than Tesla).....?

Brose don't make cars. Neither do Valeo.

 

[ajlsl600]

someone said " i am a little nervous sat on top of ,basically a balistic missile full of explosive fuel ,built by the lowest bidder. think that applies very much to manufactured goods and prob all cars today,with fewer of the safeguards,if any. they have managed to turn us all into permanent consumers,like it or not. and wriggling and avoiding the same is almost a job in itself.

 

[peterws1957]

It’s a David and Goliath situation unfortunately and until consumer rights catch-up with the US in this country nothing will change and things only seem to be getting worse, unfortunately we have a government In the EU/UK who seem complicit with this which is no surprise.... roll-on Brexit

Agreed, but if you read posts on US car forums (on any make) , owners still have the same issues as we do trying to get refunds. "Lemon" legislation only applies in very restricted circumstances apparently and even then, consumers seem to struggle to get their money back or a replacement car. I'm sure it's the same in any country. Quite why we allow car manufacturers and retailers to sell us sometimes very duff products I don't know. It's not put up with in any other retail sector.