w211 - Protest to Merc UK

[omer]

Been plagued with problems with the electrics on my ?03 E Class. Originally the car had a problem with its battery which was replaced and I was charged despite my protest that the car was under warranty. End of last year the cars warranty expired (an import so only 2 year warranty) and in Jan the car starts to report a problem with the battery voltage, eventually the battery goes flat. Got a new battery from Halfords which also goes flat so obviously problem with something in the car draining power.

Merc diagnoses it as a problem with the ?Rear SAM fuse box? which is replaced at a cost of £540 inc parts and labour :cry: .

Now I read in the press that the Merc are recalling cars due to electrics and battery problems. Problems sound suspiciously like mine. Makes me want to write a letter of protest to Merc UK demanding a refund on the £540. Do you guys think I stand a chance? Also does anyone have ideas on who in Merc UK I should write to?

Am hugely disappointed with Mercs, frankly my E Class was not cheap. For that kind of money you would expect quality.

Previous car was a BMW that I had for 5 years. No problems. Makes me want to kick myself for changing to Merc.

 

[pascal]

In the Auto express survey, it still came in the top 10.

But the major complaint was electric problems (41% of all cars).

This recall means MB are finally admitting the problem, and I would say that by this they are admitting that the car in its present state, was sold as unfit for its purpose. I would fight them tooth and nail for my money back, on the grounds that they sold you a faulty car in the first place.

PASCAL

 

[marshie001]

i totally agree with pascal!! demand your money back, i would add the price of 2 batterys aswell!!!

 

[SLinKyjoe]

I think it worth the price of a stamp to write to them and see what they do. the address for Mercedes Benz uk will be on their web site...somewhere in Milton Keynes.

But if you do write and really want something doing about it, dont vent in your letter. Keep it factual so they dont have anywhere to go with it. If you suggest that you were happy with service you have recevied (Thru gritted teeth if you must) they may do a good will gesture payment as a result of the recall. Do bear in mind you have an imported car.....so a letter direct to the main people at Mercedes in Germany would help re-inforce the original. make it known you have sent copies.

Good customer service is to read and reply to all letters. But you want them to act on it so you have to be very careful exactly what you write. so this is my tip.

Write it out in draft form, write eveything down, all what you want to say.
Then go thru it critically and remove anything that isnt a fact and that cannot be mis-interpreted.
Then put the finished draft in a draw and forget about it for a day.
Wake up the next day and read it as though someone had sent you it and you had to deal with it! Would you act on it or sling it in the bin? be very critical. if you would sling it, re-write. if you would send it, let someone else have a look at it! Maybes even a legal person. If all is well then send it. Keep a copy tho. and if you dont get a reply send the copies to magazines and watchdog etc. they may not help either but it gets it off your chest.

several stamps....and maybe full repayment or nothing, you dont lose you can only gain.

 

[pascal]

But if you do write and really want something doing about it, dont vent in your letter. Keep it factual so they dont have anywhere to go with it.

Goes without saying Joe. Well for the initial letters anyway.

 

[SLinKyjoe]

Goes without saying Joe. Well for the initial letters anyway.

Applogies if i am teaching egg sucking here.

 

[omer]

Thanks Guys! Your comments are hugely helpful!

Will be addressing letters to Merc Chairman in UK & Germany as well as the Head of the Merc group in Germany. Hopefully that should make a difference.

Might also send a copy to Head of Customer Service in UK.

Will keep you posted. Once again thanks for the help.

 

[piestore]

batt recall

Hi

Don't want to upset you guys but the battery recall is for c class only some 54000 vehicles, Yes the E class has had some elec problems and we all hope they are being sorted

 

[OlafMaxwell]

2003 Eclass seems to be particularly bad, they are being recalled I believe for brake issues......and as far as I know some electrical component also.

It pays to write just like SLinKyjoe has written, you do need to be presistent and refuse to take no for an answer. A little praise of the product [ie what ti should be like......] does not go amiss, at least then they can detect you might actually be buying another Mercedes in the future.

 

[IDMerc]

The Head of Customer Services in the UK is Mrs Jill Palmer based at Milton Keynes. Head of Daimler Crysler UK is Mr Wilfrid Steffan.

If you phone Customer Services first they will give you a Case Number their phone number is 00800 17777777 and select Option 3.

Good Luck! I have been chasing them with a problem on my E220 W211 for twelve months - I just have to "be patient" - the logic is the dealer can't find the problem, so there isn't one! Dur!

 

[Myros]

the power of the press

you could also rope in the Guardian's consumer champion. From what I see of her involvement she can and does get results. A call to the AA/RAC whoever you belong to legal department might help as well. As a last resort you could try St. Jeremy of Top Gear. I believe he has a bit of clout in the motoring world, and drives a Merc as well.

 

[Mr Chippy]

I just found this on the BBC news website .

Expensive mistakes
The company faced more problems last week when it issued a recall of 1.3 million Mercedes cars, the biggest in its history.

It said problems with batteries, alternators and brakes on a number of models made since 2001 would be fixed.

So it looks like they should be fixing your problem omer, but a letter shouldnt hurt.

 

[Bolide]

Comparing Apples with Oranges

Bear in mind that you're comparing a new Mercedes with a BMW that was at least 5 years old. If you were comparing a W211 against a newish 7-series you might be feeling rather different

The truth is that all modern cars have too many electronic devices in them and, as a result, they're not as reliable as older cars. A car is a harsh environment with alternating low & high humidity and temperatures that cycle up & down all the time. Electronics don't like that at all

Do we really needs TVs, computers, sat-nav and DVD players in cars? I don't think so. But at least Mercedes have acknowledged there is a problem and future Mercedes should be simpler - and more reliable


Nick Froome
http://www.w124.co.uk

 

[palcouk]

Letters to MB

I wrote to customer service in Milton Keynes, and contacted my local MB direct dealer.
Niether bothered to reply. - no I did'nt rant -
After two new MB's in the last 7 years I think my next car will be a Lexus

 

[Rory]

...(an import so only 2 year warranty)...

Makes me want to write a letter of protest to Merc UK demanding a refund on the £540. Do you guys think I stand a chance? Also does anyone have ideas on who in Merc UK I should write to?

If (as is the usual practice) Merc UK operates as a separate company, then they're unlikely to be too interested in sorting out a problem on an Imported car that didn't (financially) pass through their hands when new.