My letter of complaint to MB UK - Mercedes-Benz Forum

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post #1 of 15 (permalink) Old 06-16-2007, 12:16 AM Thread Starter
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My letter of complaint to MB UK

To the customer service manager.

I have been toying with the idea of upgrading my car; recent events have caused me to rethink my decision for the following reasons.
I recently called a MB dealership as I had 2 problems on my CLK200 Kompressor
The dealership asked me to bring the car in, the problems were as follows:
A rattle when accelerating
The soft top roof not working.
I dropped the car off and approx 2 hours later I was called advising the following:
The rattle was a problem on the catalytic converter as the honeycomb had broken up and the filings would cause further problems in the engine if driven, to repair it would be £800 for a new catalytic converter and £200 labour
The roof problem was diagnosed as the control unit or hydraulic pump, to repair the cost would be £2500 inclusive of labour.
I informed the garage that I could not afford the repairs and would pick the car up in 1 hour, I received a further call after 30 mins advising me that the technician had re-evaluated and the problem was actually the mounting holding the catalytic on to the car, I was told the car was safe to drive and the repair would be the same cost as the whole cat had to be changed.
I took the car to a non MB mechanic who stopped the rattle at a cost of £35
The roof problem I took to a specialist in control units, who found a faulty relay, the price of the relay was £2.99, the specialist did not charge me for the repair and confirmed the control unit was not faulty.
I feel the cost quoted to me was extremely excessive and the diagnostics carried out leading to the quote out were minimal considering the cost of actual repair.
What are you thoughts on the above, can tell me why I should consider buying a new Mercedes or recommending the Mercedes Benz portfolio to others ?
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post #2 of 15 (permalink) Old 06-16-2007, 04:43 AM
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I think the problem revolves around the fact that most MB Dealerships are run by used car salesmen.

Need we say any more?
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post #3 of 15 (permalink) Old 06-16-2007, 04:57 AM
wdf
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Quote:
Originally Posted by AAPete
To the customer service manager.

I have been toying with the idea of upgrading my car; recent events have caused me to rethink my decision for the following reasons.
I recently called a MB dealership as I had 2 problems on my CLK200 Kompressor
The dealership asked me to bring the car in, the problems were as follows:
A rattle when accelerating
The soft top roof not working.
I dropped the car off and approx 2 hours later I was called advising the following:
The rattle was a problem on the catalytic converter as the honeycomb had broken up and the filings would cause further problems in the engine if driven, to repair it would be £800 for a new catalytic converter and £200 labour
The roof problem was diagnosed as the control unit or hydraulic pump, to repair the cost would be £2500 inclusive of labour.
I informed the garage that I could not afford the repairs and would pick the car up in 1 hour, I received a further call after 30 mins advising me that the technician had re-evaluated and the problem was actually the mounting holding the catalytic on to the car, I was told the car was safe to drive and the repair would be the same cost as the whole cat had to be changed.
I took the car to a non MB mechanic who stopped the rattle at a cost of £35
The roof problem I took to a specialist in control units, who found a faulty relay, the price of the relay was £2.99, the specialist did not charge me for the repair and confirmed the control unit was not faulty.
I feel the cost quoted to me was extremely excessive and the diagnostics carried out leading to the quote out were minimal considering the cost of actual repair.
What are you thoughts on the above, can tell me why I should consider buying a new Mercedes or recommending the Mercedes Benz portfolio to others ?
Sorry to post in thw wrong place but cannot find the right one. Bought new CLK 350 coupe, all OK but seats do not move forwards for rear passenger entry/exit, though the headrests do move down. Tried moving them to extremes back and forth but no luck. Is it a fuse problem before I go back to the dealer 2 hours away. Bill, Rotorua NZ
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post #4 of 15 (permalink) Old 06-16-2007, 05:59 AM
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WDF, welcome to the forum. The seat problem is typically a fuse. They usually blow about half a million times before the seat motor itself needs replacing. The motor costs about $125 and takes 30 minutes or so to change. If a dealer changes it, they will replace the entire track which will be much more expensive. If this were a W208 CLK (1998-2002), it would be either fuse #8 or #9 in the fusebox in the trunk, under the soft floor. I have no idea which fuse or fusebox it would be on your W209 CLK. However, the section you want to post in is the W209 section, and you would do better to start a new thread.
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post #5 of 15 (permalink) Old 06-16-2007, 06:18 AM
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AAPete, welcome to the forum. Please keep in mind that the approach that dealers take, and the approach that an independant repair facility or a DIY person would take, are very different. Dealers replace subsystems. This is true of all manufacturers. This is FAR from the least expensive solution, but that's how they operate. In your case, dealers don't repair the bracket on a catalytic converter (re-weld it when the weld breaks), they replace the catalytic converter. It sounds as if they are repairing the roof in a similar fashion - replace the subsystem.

IHTH
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post #6 of 15 (permalink) Old 06-16-2007, 08:58 AM
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Quote:
Originally Posted by MarcusF
WDF, welcome to the forum. The seat problem is typically a fuse. They usually blow about half a million times before the seat motor itself needs replacing. The motor costs about $125 and takes 30 minutes or so to change. If a dealer changes it, they will replace the entire track which will be much more expensive. If this were a W208 CLK (1998-2002), it would be either fuse #8 or #9 in the fusebox in the trunk, under the soft floor. I have no idea which fuse or fusebox it would be on your W209 CLK. However, the section you want to post in is the W209 section, and you would do better to start a new thread.
actually some cars the seat motor is part of the frame, so you have to replace the frame, but if the car requires a new motor, we will replace the motor.
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post #7 of 15 (permalink) Old 06-16-2007, 03:54 PM
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Quote:
Originally Posted by Streetglower
actually some cars the seat motor is part of the frame, so you have to replace the frame, but if the car requires a new motor, we will replace the motor.
There may be leeway depending on payee, or the dealership. I just had my passenger seat done by my local dealer. It was covered under the CPO warantee. The fore/aft motor on my passenger seat is definitely replaceable and the EPC shows it as part number 208-820-08-42. My service writer told me they replaced the entire track, and my receipt shows they installed part number 208-910-26-36. The EPC lists the part they installed in my car as the "seat adjuster". The EPC photo shows the seat adjuster to be what I would commonly call the track assembly.

Of course, my case may be a little out of the ordinary. This is because I have informed my service writer that I want as many parts replaced under the CPO warrantee as possible. Had I been the payee, they may have simply replaced the individual motor.
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post #8 of 15 (permalink) Old 06-16-2007, 04:04 PM
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Quote:
Originally Posted by Streetglower
actually some cars the seat motor is part of the frame, so you have to replace the frame, but if the car requires a new motor, we will replace the motor.
How can it be part of the frame? Surely it's attached with screws or something so you can swap them out?
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post #9 of 15 (permalink) Old 06-16-2007, 05:57 PM
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You must first understyand this scenerio, The service writer takes your complaint and scheduling sends it to a mechanic. The typical service writer has five or six mechanics, now the situation changes, mechanics are paid by the job and the more items they find the more they make. If they can pad up a job they will do it, the secret is the service writer, for many years I have had good ones, but lately they are hiring people with limited mechanical skills. The mechanic comes in saying it will take this and that, they call you...
I have had all my cars serviced by MB, recently I stated doing my own filters and blades, etc. I got a call saying my caps, rotors and plugs were bad , my filters needed replacing, brakes needed a flush and, my power steering needed service. They did my caps and rotors and plugs a year ago, I redid my PS when the cap gasket was leaking and did the fush and filter at the same time, and they did the brakes a year and a half ago. The comment was they did not look at it but noted that is was due due to some mileage replacement chart. The bottom line was they did not have the window regulator so they decided to find things while the car was in so the mechanic could fill the time card.
I probably will leave the MB dealer service routine. The A&B service scam is even worse, when your lifetime trans quits it will be out of warranty.
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post #10 of 15 (permalink) Old 06-16-2007, 07:43 PM
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Quote:
Originally Posted by Peter Guenther
You must first understyand this scenerio, The service writer takes your complaint and scheduling sends it to a mechanic. The typical service writer has five or six mechanics, now the situation changes, mechanics are paid by the job and the more items they find the more they make. If they can pad up a job they will do it, the secret is the service writer, for many years I have had good ones, but lately they are hiring people with limited mechanical skills. The mechanic comes in saying it will take this and that, they call you...
I have had all my cars serviced by MB, recently I stated doing my own filters and blades, etc. I got a call saying my caps, rotors and plugs were bad , my filters needed replacing, brakes needed a flush and, my power steering needed service. They did my caps and rotors and plugs a year ago, I redid my PS when the cap gasket was leaking and did the fush and filter at the same time, and they did the brakes a year and a half ago. The comment was they did not look at it but noted that is was due due to some mileage replacement chart. The bottom line was they did not have the window regulator so they decided to find things while the car was in so the mechanic could fill the time card.
I probably will leave the MB dealer service routine. The A&B service scam is even worse, when your lifetime trans quits it will be out of warranty.
its not that easy anymore. now days, there is absolutely "NO ADD ON LINES"

a car may come in under warranty with a complaint of ac stops blowing, so you replace a blower regulator, but as your inspecting the brakes you notice the trans pan is leaking heavily and you notice the lower oil pan is leaking. well it doesnt matter because management will not allow you to fix it. you can clean it off and let it go. first off they will tell you "the customer didnt complain". also its adds to the total ticket cost. which is a no no.
the same goes with Starmark warranty. even if you notice a ton of things wrong, you cant do anything about it. yea it sucks for customers, but for techs its worse. i hate the fact that i cant totally fix a car just cause MB wants to save money.

now if a car comes in out of warranty with no extended warranty, everything i find wrong i will give an estimate for.

these days techs cant make decent money. you can if you get gravy work, but most cars now are warranty cars and warranty times pay near nothing. if i could repair everything i found wrong on the cars, i could easily make over 100k a year. but for now if it comes in for 1 complaint it will leave with 1 complaint fixed.
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