Dealer Makes Me Feel Guilty For Warranty Repair - Mercedes-Benz Forum

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post #1 of 4 (permalink) Old 07-23-2007, 11:23 AM Thread Starter
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Dealer Makes Me Feel Guilty For Warranty Repair

Shortly after taking delivery of my new MB I noticed that the factory installed optional wood/leather steering wheel had scratches at the "10" and "2" positions on the rim. I am the only one who drives the vehicle and I wear a very simple/plain wedding band that could not have caused these scratches. In addition, I traded in a MB with the same optional wood/leather steering wheel that I drove for a few years without causing any steering wheel scratches. The dealer did finally agree to replace the wheel under warranty after I persisted. I dropped off and picked up the vehicle last week with the new steering wheel installed. Now, believe it or not I noticed (felt) another scratch in the wood portion of the wheel at the 3 O'clock position of the wheel. I didn't notice this immediately as I was focused on the area where the other scratches were. I brought the vehicle back in to the dealer and had the service manager examine the wheel. He agrees that the scratch appears to be "old" and has agreed to replace the wheel. However, he says that this will be the last time as Mercedes will not replace it again.

I should have inspected the replacement wheel very thoroughly and not just in the areas where I was most concerned. I will do so when the next wheel is installed. I still don't like the perception by the dealer that you are guilty until proven innocent but I guess that is life. I thought about trying to live with the problem, (after all I went from two scratches to only one) but is it wrong to expect a component as important tactilely as a steering wheel to be defect free? For those who remember what it was like when we were toddlers and lost a tooth, remember how impossible it was to keep our tongues from probing the missing tooth area? It was exactly the same problem with keeping my hands away from the scratched area of the steering wheel once it was discovered!

Bottom line, inspect your vehicle thoroughly when you pick it up after being serviced or repaired. And finally, pay extra close attention to Mercedes Steering wheels before taking delivery!
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post #2 of 4 (permalink) Old 07-23-2007, 01:26 PM
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Personally, I think the dealer is extremely generous in warranteeing both steering wheels. That sounds like a defect that could very easily have been caused by the owner. Although you didn't damage the wheel yourself, it could have been damaged by a parking valet, car wash attendant, etc. The dealership has no way of knowing how it was damaged. They even gave you fair warning on this last one. Check it carefully and be grateful they were as accomodating as they were.
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post #3 of 4 (permalink) Old 07-23-2007, 09:31 PM
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Former dealer guy here: They were pretty nice about it. Cosmetic stuff happens so easily from a million sources. You are right about yourself & others: do inspect closely before you leave the dealership with a new car. Even if an item is small enough to not bother you, it would be wise for the dealer to have a note in file.

'87 300E: sold after 11years @ 230k & still on the road somewhere in rural Tennessee.

'94 C220 with 93k totalled 10/06 by hit & run broadsiding monster truck: not a scratch or bruise for me
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post #4 of 4 (permalink) Old 07-24-2007, 04:42 AM
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I made a similar "mistake" when I took delivery of my pre-owned car. There was a NAV box in the door pocket and I assumed it was complete - WRONG - when I got around to looking, there was everything there except for the CD, obviously the most important thing to have.

Bottom line: when we sign the papers and accept the car, things like this are not the dealer's responsibility. I mentioned it eventually and my salesman said he called the previous owners and said they gave them everything that they had. I managed to find one inexpensively on eBay, so that's how I solved my issue.

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