MBUSA Roadside Assistance - Page 3 - Mercedes-Benz Forum

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post #21 of 36 (permalink) Old 12-23-2007, 06:52 PM
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Originally Posted by MarcusF View Post
MB USA should give the tech a bonus for passing a "common sense" exam.
Yeah, telling a lady to drive on a rim, that's really smart. Go to the corner!

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post #22 of 36 (permalink) Old 12-23-2007, 06:54 PM
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Originally Posted by mr.xpowerseller View Post
Does anyone know how long MB roadside assistance covers the car? Is it lifetime, no matter how many owners it's had?
thats right. lifetime no matter how many owners.


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post #23 of 36 (permalink) Old 12-23-2007, 07:05 PM Thread Starter
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An update,

I installed 4 brand new Bridgestone RE960AS tires and saved the two best tires which are less than a year old and made one the spare, and the other one will go on the spare on my SDL, as the tire on there is from 2001, so I probably want to keep a 'fresh' tire on there.


All is well, I have a 'newer' spare with plenty of meat on it on her car and I'll be letting MBUSA know about my experience.

To the MB Roadside tech, thank you for your input! I certainly wished there were more techs like yourself who cared about their job!

91 300SE
01 CLK320 Silver/Grey
10 Taurus SHO
07 Escalade EXT
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post #24 of 36 (permalink) Old 12-23-2007, 08:31 PM
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To redassag00: You are very welcome and yes, I do put a great deal of effort into my job and Thank You for your appreciation.

To Kajtek1: I don't do much Mercedes repairs while on Roadside. I am a full time technician at a dealer with 2 years of specialized Mercedes-Benz training (consecutively) with 5 years of experience in the business prior to that. The reasoning that we can do very little on roadside is that the vehicles are extremely complexed that requires pulling more than just P030x codes. That is left to be done at a repair shop (independents included - that have the equipment). CAN is a very complexed system that can't be "quickly" fixed while on Roadside. The service is to help assist a vehicle as quickly as possible. Sometimes that means a tow truck!

I am one of the top diagnosticians at my dealer (due to my training) and I do roadside for extra pay during the week. And for the most part it is very gratifying to be able to help someone who really needs it and is also very appreciative for the service.

The fact that the service is available to any Mercedes built after WWII for free (with SOME extras) is amazing. No other company does that!

1985 300TD - "Panzer Wagen" - undergoing full restoration (resto - mod)

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post #25 of 36 (permalink) Old 12-23-2007, 09:12 PM
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Either I am crazy, or something is wrong with this picture?
From what you are saying Joshua, you are high-class MB specialist, but you take extra job, that require minimum wage qualification for adding fuel, or battery jump?
You don't even drive tow truck to help MB owners stranded on the road.
And you do that extra job for better pay?
Sure it is great that MB USA does that, but the service lost common sense over the years.
If that is not a business secret, what is the percentage of Mercedes that you can actually put back on the road with the service and how many owners are left with no help?
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post #26 of 36 (permalink) Old 12-23-2007, 10:35 PM
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You are correct. It doesn't require any specialist to do Roadside. I do it just for the extra pay. And yes, there are plenty of Roadside "technicians" that have no clue what they are doing. But not all of them.

MB Roadside has never driven a tow truck for one. When it was introduced back in the late 1970's early 1980's the Roadside assistance vehicle was a 300TD (S123), then a 300TE/E320 (S124), then (and currently) an ML320/ML350 (W163). And soon it will be an R350 (W251). If you are not near a dealer at the time, a AAA contractor will come out.

About 95% of my calls are for the sign-and-drive service (out of fuel, flat tire, jump start). We do replaced batteries (with MB batteries), provide lock-out assistance, and few other repairs to get you on your way. If an ME died, what can we do. That is a VIN specific part as is most parts now anyway. If the shifter is stuck in park. It needs a new ESM (Electronic Shifter Module) which is also VIN specific and has to be coded to the vehicle. Failed ISM (Inter-lock selector module), again VIN specific. There is simply not much left we can do except the traditional sign-and-drive. What exactly are we left to repair exactly. We drive around an ML. We can't possible fit every common failure part for every Mercedes since WWII.

And if a tow truck is needed. We call one. It isn't that hard. Especially since most dealers have a contracted tow company we deal with anyway.

And I don't blame the dealers one bit for not wanting us to carry around a $25,000 piece of diagnostic equipment ($3000 equipment / $22,000 licence) when the vehicle can be taken to the dealer via a tow truck.

I don't see what you are complaining about exactly. Its free!

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post #27 of 36 (permalink) Old 12-23-2007, 10:50 PM
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You are listing extremes. How about pumping the spare tire, replacing serpentine belt, or fuse?
In California agglomerations we have freeway patrols doing much more, than MB assistance. For free to everybody.
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post #28 of 36 (permalink) Old 12-23-2007, 10:57 PM
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We are supposed to pump up the spare tire (if they don't have a compressor - that's an issue with that dealer) if the spare is in good condition, replace a fuse - yes, but we don't carry around serpentine belts (or v-belts) for two reasons. The rarity of them breaking and the amount of different belts to carry around. However, if the belt breaks during business hours, the roadside technician should bring out one since the parts department would be open. If then decline, speak with their service manager.

And if you wish to use their service and let them work on your Mercedes, then go ahead. It won't hurt anyone's feelings.

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post #29 of 36 (permalink) Old 12-24-2007, 03:12 AM
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Katjek: from #25 above, why are you being such an ass? Most technicians don't make "big money", with the way dealerships are run these days. VERY few employees make above a very average living.

'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 #30 of 36 (permalink) Old 12-24-2007, 03:50 AM
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JOSHUA; this really is all your fault!
You "DARED" to post a bit of Help, some Professional Insight and now
you've been attacked. This is exactly what you get for even attempting
to help others out. To straighten out confusion.
So you see-it really is "your fault"

THANK YOU for your insight about Road Side Assistance.
It's good to hear from those in the trenches.

Charles
LaMaddalena, Italy

QUOTE=joshuajeeper;2671673]To redassag00: You are very welcome and yes, I do put a great deal of effort into my job and Thank You for your appreciation.

To Kajtek1: I don't do much Mercedes repairs while on Roadside. I am a full time technician at a dealer with 2 years of specialized Mercedes-Benz training (consecutively) with 5 years of experience in the business prior to that. The reasoning that we can do very little on roadside is that the vehicles are extremely complexed that requires pulling more than just P030x codes. That is left to be done at a repair shop (independents included - that have the equipment). CAN is a very complexed system that can't be "quickly" fixed while on Roadside. The service is to help assist a vehicle as quickly as possible. Sometimes that means a tow truck!

I am one of the top diagnosticians at my dealer (due to my training) and I do roadside for extra pay during the week. And for the most part it is very gratifying to be able to help someone who really needs it and is also very appreciative for the service.

The fact that the service is available to any Mercedes built after WWII for free (with SOME extras) is amazing. No other company does that![/QUOTE]

Charles
New York City, NY
Richmond County

United States of America
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