Hi. Apologies for the long and rambling post but I was wondering if anyone had any advice or more knowledge of the Mercedes-Benz Approved Used Warranty and what it covers.
I bought a used A160 in March last year from Sytner (Bristol). It's a 2017 model. It broke down last Sunday, 100+ miles from home, with what turned out to be an auxillary belt which had snapped. As it was still just under 12 months since we purchased the car, I believed we would be able to take advantage of the roadside assistance offered in our warranty handbook. After hours of tooing and frooing with various depts at Mercedes HQ, Used and Approved, and Sytner Bristol, someone finally accepted that under the 1 year used and approved warranty we were entitled to roadside assistance. After nearly 4 hours (7 hours since I broke down), a mechanic arrived. The car couldn't be fixed at the roadside, so it was towed to the nearest dealership, which was MB-Lookers Wolverhampton. A taxi was arranged and paid for to get myself and my two young sons (9 and 4) to Birmingham New Street so we could catch the last train back to Bristol (which we paid for). The car has now been fixed, the costs of which I know are not covered by the warranty and that's fine, but Mercedes are refusing to deliver the car back to us in Bristol, even though the warranty specifies that they can arrange this when you live more than 30 miles from the dealership where it was fixed.
Throughout the whole process we've been repeatedly told that we are not eligible for roadside assistance as there's no recent service record for the car. The car was serviced in September but we chose to go to our local trusted garage rather than pay the exhorbitant price Mercedes were looking to charge us. Nevertheless, the warranty clearly states, that 'If your vehicle has not had it's most recent service completed by an official Mercedes-Benz passenger car retailer, the benefits and terms of conditions detailed in this Mercedes-Benx Roadside Assistance section are applicable.'
I can't understand why they would accept to recover the vehicle under the warranty roadside assistance cover (including sending out an engineer and getting us to the station for our onward journey) but then not honour the vehicle's return. Nor have the agreed to pay the train fare back to Bristol. We raised a complaint on Monday with Mercedes-Benz HQ after getting nowhere with Sytner and someone arranged to look into our case. This seemed to speed up the repair. They've also done our MOT for free, at the same time (it was due this Monday). When we rang complaints again today, we were told that we are not eligible under roadside assistance and that we should consider ourselves 'lucky' to have had the car recovered, repaired and given a complimetary MOT. If we were still disatisfied they said to take it up with the Motor Ombudsman.
The whole process has been so draining that I feel we may just have to cut our losses, feel pleased with what what we've got, and go and collect the car at our own cost. But have I misunderstood the terms of our warranty? If not, should I be pushing Mercedes to honour the warranty and if so who at Mercedes - Sytner or Mercedes-Benz?
Thanks in advance.
I bought a used A160 in March last year from Sytner (Bristol). It's a 2017 model. It broke down last Sunday, 100+ miles from home, with what turned out to be an auxillary belt which had snapped. As it was still just under 12 months since we purchased the car, I believed we would be able to take advantage of the roadside assistance offered in our warranty handbook. After hours of tooing and frooing with various depts at Mercedes HQ, Used and Approved, and Sytner Bristol, someone finally accepted that under the 1 year used and approved warranty we were entitled to roadside assistance. After nearly 4 hours (7 hours since I broke down), a mechanic arrived. The car couldn't be fixed at the roadside, so it was towed to the nearest dealership, which was MB-Lookers Wolverhampton. A taxi was arranged and paid for to get myself and my two young sons (9 and 4) to Birmingham New Street so we could catch the last train back to Bristol (which we paid for). The car has now been fixed, the costs of which I know are not covered by the warranty and that's fine, but Mercedes are refusing to deliver the car back to us in Bristol, even though the warranty specifies that they can arrange this when you live more than 30 miles from the dealership where it was fixed.
Throughout the whole process we've been repeatedly told that we are not eligible for roadside assistance as there's no recent service record for the car. The car was serviced in September but we chose to go to our local trusted garage rather than pay the exhorbitant price Mercedes were looking to charge us. Nevertheless, the warranty clearly states, that 'If your vehicle has not had it's most recent service completed by an official Mercedes-Benz passenger car retailer, the benefits and terms of conditions detailed in this Mercedes-Benx Roadside Assistance section are applicable.'
I can't understand why they would accept to recover the vehicle under the warranty roadside assistance cover (including sending out an engineer and getting us to the station for our onward journey) but then not honour the vehicle's return. Nor have the agreed to pay the train fare back to Bristol. We raised a complaint on Monday with Mercedes-Benz HQ after getting nowhere with Sytner and someone arranged to look into our case. This seemed to speed up the repair. They've also done our MOT for free, at the same time (it was due this Monday). When we rang complaints again today, we were told that we are not eligible under roadside assistance and that we should consider ourselves 'lucky' to have had the car recovered, repaired and given a complimetary MOT. If we were still disatisfied they said to take it up with the Motor Ombudsman.
The whole process has been so draining that I feel we may just have to cut our losses, feel pleased with what what we've got, and go and collect the car at our own cost. But have I misunderstood the terms of our warranty? If not, should I be pushing Mercedes to honour the warranty and if so who at Mercedes - Sytner or Mercedes-Benz?
Thanks in advance.
