Sorry if the post is not supposed to be here but I could not find a more suitable section.
Here is my experience with the dealership.
What do you think?
I removed individuals' names but will keep the dealer's name. MBUSA is also aware of this whole situation which I found out that it does not really mean anything
On Sunday evening, March 7th 2010, I had my car towed to the Mercedes-Benz of Fort Lauderdale dealership. The car was in limp home mode, which made it impossible to drive. On Monday, I received a phone call from a service advisor. He asked me what needed to be done to the car. I told him that are two recalls for the car (December 2009 camshaft and air vent campaign). I was told by MB Roadside Assistance that the problem may go away after the recalls are performed. When I mentioned this to the service advisor, he immediately refuted that the recall could be associated with the limp home mode - and he said this prior to having the computer codes from the service department. We came to a compromise and he said when the recalls are done, they can check if the problem goes away. That was a fair approach. He called me later that day saying that when they started the recall job, they figured out that the car's valve body needs to be replaced. After this news, I called my mechanic in Miami, where I usually take my car, for a second opinion. (He is a former technician at an authorized MBUSA dealership with over 20 years experience working strictly with MB vehicles.) He told me that he does not even remember the last time he changed a valve body (a mechanical problem). He said all you need to do is to change the conductor plate that goes on the valve body (an electrical problem).
I went to the dealership on Tuesday. I asked the service advisor if they checked the car after the recall. He hesitated at first and then said, "yes." I got the feeling they did not check the car after the recalls were performed, I do not think they even finished the recalls on the car at the time. He told me that the whole valve body needed to be replaced, otherwise it would not fix the problem. He insisted that I would be coming back to the shop later with the same problem. I asked him if it was possible to change the conductor plate only, and he said this rudely: "I am not going to repeat this to you again. I will not service your car here if you keep asking the same question!" I was shocked as I heard this, but out of respect for my elders I did not snap back. I told him that I always purchase parts from their parts department at their online price (which is cheaper than the regular price) and I do not want to pay the MSRP.
I paid for the parts. I was told the car would be ready either later that day or Wednesday and then I left the dealership. Hoping the car would be ready, I went back to the dealership around 5pm the same day. I decided to talk to the service manager regarding the attitude I received from the service advisor. The manager is a very nice guy. He apologized and asked me to understand him as being an old man. He promised to give me a discount on labor because of the trouble I had with him. He said the car would be ready on Wednesday.
On Wednesday, I went to pick up the car. The manager told me he had given me 20% off discount and the car was ready. I asked him if I could have the valve body that was removed from my car. He said he could not because there was a "core charge" for the part. I had no idea what that meant but he explained to me that the part that they put in my car was remanufactured. I was surprised, as neither the part guy nor the service advisor mentioned anything to me at all about the parts not being new. I was shocked since all the parts I have purchased from them until that day were new.
I e-mailed the parts manager, asking if they sell remanufactured parts. He emailed back: "only new original equipment factory Mercedes-Benz parts." I e-mailed the service manager saying "...nobody informed me a remanufactured part would be used as a replacement.... I am very disappointed and feel cheated." He replied to me, and I quote part of his e-mail: ".... In researching... the part guy he explained to you that it was a remanufactured part and that he would not charge the standard core deposit as the repairs were being performed in our shop and the technician would return the core for return to the manufacturer...." Now I am being accused of lying by the parts guy because we did NOT discuss anything about the part being remanufactured, a core deposit, etc. He stated something to the manager that we did not even discuss at all. This is to me worse than anything because I am not a liar.
I paid $776.98 for the parts and $326.71 for labor. There is no mention of the part being remanufactured on the invoices. At the bottom of the invoice it states, "All parts installed are new unless otherwise indicated." There is no indication at all. I bought new parts but was told after the service was finished that a remanufactured part was used. This is not right.
I am not even sure if they really replaced the valve body or if they simply kept the existing valve body and just changed the conductor plate only or if they fixed anything at all except the recalls. Frankly, at this point I am not even sure if they did the recalls!