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2011 E 350 4matic
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Discussion Starter #1
About 3 months ago I bought a 2006 E350 4matic from Greenwich Mercedes in Ct.

I brought it in for the first oil change and asked for some warranty work to be done. They did all the adjustments for free but, anything that would cost money was denied.

The unit with the Nav and phone has a faded screen and a cracked button. They said too bad. The handle for the cup holder has the chrome finish coming off, they said too bad. The head liner has snags or pulls in it. This was supposed to be checked as part of the CPO but they said too bad.
When I bought the car they put 4 tires on. One has a bubble in the side wall. They said too bad. Maybe the bubble was caused by a pot hole but, I don't think so.

Why warranty the car if you're not going to fix anything. I thought Mercedes was above this. The service writer was telling me how he fought for me and it's an ordeal there. I don't want to hear about their internal struggles. I want to be treated like a valued customer.

I guess I have to find another brand of car.
 

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2011 E 350 4matic
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240 Posts
Discussion Starter #2
I forgot to mention that I asked to speak to a manager and was told no.
 

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92 500SEL to 01 E320T current 2014 lexus LS460
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I suggest you discuss this with MBUSA, they will contact the dealership, and or the Zone representative. I suggest you also call the dealership and ask to speak with the general manager, and if refused mention it to MBUSA. The Mercedes Club of America has an ambudsman program.
 

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2011 E 350 4matic
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240 Posts
Discussion Starter #5
The 5 years old car would have extended warranty from other company, than Mercedes?
I don't understand the question.
The car when purchased was 4 years old and certified by Mercedes.
The certification that the car is good carries a one year or 100,000 mile warranty.
 

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2002 honda civic (sold), 2009 Mercedes ML350
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first off does your car have warranty? if it is still in the factory warranty period of 4/50 then all of that would be covered, if its CPO then headliner, cupholder, interier trim is usually not covered. when the car is CPO'd and is in factory warranty those items should be taken care of, if it isnt then the sales dept makes a decision if it is done or not. now if you had these issues when you first bought the car you should of said something or not bought the car.
 

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2011 E 350 4matic
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Discussion Starter #7
first off does your car have warranty? if it is still in the factory warranty period of 4/50 then all of that would be covered, if its CPO then headliner, cupholder, interier trim is usually not covered. when the car is CPO'd and is in factory warranty those items should be taken care of, if it isnt then the sales dept makes a decision if it is done or not. now if you had these issues when you first bought the car you should of said something or not bought the car.
That's not how it was explained to me when I bought the car or when I called directly to Mercedes last night.

I guess this is my last Mercedes. :surrender:
 

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E320/E250 Bluetec Ford F350 6.7l
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Unfortunately your beef is not with Mercedes, but with insurance carrier.
Those things are always tricky. When I made a mistake of buying extended "bumper to bumper" warranty, it turned out that it didn't cover cracked molding, rust spots on headliner and lot of other stuff. Good thing I didn't have mechanical problems.
 

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2002 honda civic (sold), 2009 Mercedes ML350
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That's not how it was explained to me when I bought the car or when I called directly to Mercedes last night.

I guess this is my last Mercedes. :surrender:
you still didnt answer my questions, is the car still in factory warranty or does it has an ext warranty? A CPO car doesnt mean it comes with a warranty. also if these issues were there when you bought the car why did you buy it????
 

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2011 E 350 4matic
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Discussion Starter #10
you still didnt answer my questions, is the car still in factory warranty or does it has an ext warranty? A CPO car doesnt mean it comes with a warranty. also if these issues were there when you bought the car why did you buy it????
The car is out of the factory warranty. It comes with a CPO warranty for one year or 100,000 miles. The question is, what does that warranty cover. The answer I'm finding out is nothing. It's left up to the dealer whether it's standard wear or abuse or broken. They never say broken so, it doesn't get covered.

I bought the car with these things wrong because I didn't see them. I trusted the dealership because it has the mercedes name on it. In reality, what I should have done is take the car to a mechanic and pay to have it checked.

I haven't given up on the idea of suing in small claims court. In Ct there are laws about a dealer warrantying a car. Even if there isn't a written warranty.
If I go to small claims and loose, no big deal. I'm out about $100.00
If I win, they have a judgement against them and I get the car fixed.
 

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E320/E250 Bluetec Ford F350 6.7l
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They have been fes members who bought CPO cars and didn't have the problems with warranty you are saying. Did you try to call 1 800 FOR MERC and make a complain about the dealer? I heard the CPO puts lot of requirements on the car. If the dealer didn't do it right -they might have to take the car back.
 

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2011 E 350 4matic
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Discussion Starter #12
They have been fes members who bought CPO cars and didn't have the problems with warranty you are saying. Did you try to call 1 800 FOR MERC and make a complain about the dealer? I heard the CPO puts lot of requirements on the car. If the dealer didn't do it right -they might have to take the car back.
Yes I called. My car has been in their shop since Friday morning. No answers yet. Who knows, I might win.
 

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'07 GL320CDI
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CPO warranty does NOT cover cosmetic items.

It covers mechanical things and that's a lot more than "nothing."

Sorry you didn't understand CPO when you purchased the car.
 

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1962 W111 220SE Coupe
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My CPO covered lots of work including checking my transmission which of course came with a fluid and filter refill, free, replacing most of the front suspension that had worn, free, replaced flex disc, free, replaced motor and transmission mounts, free, and a few other things that would have been costly to me otherwise. None of the dealers I dealt with ever once balked at any warranty claim because it was spelled out in my written warranty what was covered and what wasn't. Did you get a copy of your warranty? Did it say these things would be covered? If so, yes you are owed them, and yes you would win in a small claims court. If it doesn't say they are included then you have nothing to be upset about as it's not their responsibility. I'm curious what you find out, let us know.
 

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2002 honda civic (sold), 2009 Mercedes ML350
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The car is out of the factory warranty. It comes with a CPO warranty for one year or 100,000 miles. The question is, what does that warranty cover. The answer I'm finding out is nothing. It's left up to the dealer whether it's standard wear or abuse or broken. They never say broken so, it doesn't get covered.

I bought the car with these things wrong because I didn't see them. I trusted the dealership because it has the mercedes name on it. In reality, what I should have done is take the car to a mechanic and pay to have it checked.

I haven't given up on the idea of suing in small claims court. In Ct there are laws about a dealer warrantying a car. Even if there isn't a written warranty.
If I go to small claims and loose, no big deal. I'm out about $100.00
If I win, they have a judgement against them and I get the car fixed.
its not up to the dealer if they want to cover it or not, if its covered its fixed, its its not covered then you pay or dont fix it. anytime a CP cars come in the shop, there is a section of netstar that we use to run coverage on a part, it comes back with a 100% covered decision or a 0% which means its not covered. if the dealer wants to goodwill it or split the cost with the customer they can. but personally i think you messed up when you bought the car. you were in a rush to buy a car and didnt take the time to look over the car. just cause it says mercedes on it doesnt mean its gonna be perfect. every customer i have come accross has the understanding that if they buy a mercedes, that they wont have to pay for anything, everything is handed to them for free cause its (mercedes benz) and thats not the case. now you can do like everyone else and raise hell and start crying and hope it gets fixed for free or suck it up and lessened learned, you need to inspect a car first before buying it.
 

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2011 E 350 4matic
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240 Posts
Discussion Starter #16
its not up to the dealer if they want to cover it or not, if its covered its fixed, its its not covered then you pay or dont fix it. anytime a CP cars come in the shop, there is a section of netstar that we use to run coverage on a part, it comes back with a 100% covered decision or a 0% which means its not covered. if the dealer wants to goodwill it or split the cost with the customer they can. but personally i think you messed up when you bought the car. you were in a rush to buy a car and didnt take the time to look over the car. just cause it says mercedes on it doesnt mean its gonna be perfect. every customer i have come accross has the understanding that if they buy a mercedes, that they wont have to pay for anything, everything is handed to them for free cause its (mercedes benz) and thats not the case. now you can do like everyone else and raise hell and start crying and hope it gets fixed for free or suck it up and lessened learned, you need to inspect a car first before buying it.
You are 100% wrong.
They have a huge check list of things that have to be done or checked for defect before they can sell the car as certified. The retailer has responsibility to help as the expert in the field. The true fact is that they certified a car that should have been fixed first. It's really a fine line but if I push, it's fraud.

The thing is that in business it's a two way street and we have to work together. When you go in with an attitude like yours, it's a recipe for disaster.
 

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2011 E 350 4matic
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Discussion Starter #17
CPO warranty does NOT cover cosmetic items.

It covers mechanical things and that's a lot more than "nothing."

Sorry you didn't understand CPO when you purchased the car.
How long is the car designed to last? If the answer is 30,000 miles I'm wrong.
When things break that early, I think it's a defect. I understand about break pads but, these items should be still working at this stage.

When you buy the car, no one shows the CPO warranty, they just talk about what they do to certify the car.

When the engine stops working, they will tell me, "It's normal wear and not covered"
 

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W215-CL500, W208-CLK320, W140-300SE
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You are 100% wrong.
They have a huge check list of things that have to be done or checked for defect before they can sell the car as certified. The retailer has responsibility to help as the expert in the field. The true fact is that they certified a car that should have been fixed first. It's really a fine line but if I push, it's fraud.

The thing is that in business it's a two way street and we have to work together. When you go in with an attitude like yours, it's a recipe for disaster.
Sorry to hear you are disgruntled, but none of the items you are trying to get fixed (except perhaps the bulge in the tire, but you said it could be from hitting a pothole) are required for a safety certification.

Everything that you want fixed is cosmetic wear and tear on a soon to be 5 yr. old car, so just pay a few bucks to get them fixed if it's really important to you. It would be petulant of you to decide to give up on owning a MB for such a trivial issue.

Good will works both ways and the dealership is in business to make money, as no one works for free. Look at the facilites of a MB dealership -- very impressive, imo.

When you have a legitimate warranty issue, I'm certain they will do their part to honor the warranty.
 

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2011 E 350 4matic
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Discussion Starter #19
I picked up my car today.

I decided to go to the local tire store and buy one. When I got there they looked at the tire and told me that it could be warrantied. When they called Continental, they were told that they don't make that tire anymore.
The tire store also told me that it's dangerous to drive on the tire with the bubble. They were surprised that the dealer let me drive off with the tire like that. "They should have at least put on the spare." I was also told that I have to buy 4 tires because with a 4matic they all have to match.

I called the Mercedes dealership and told them that I wanted to buy a new tire. I was informed that they bought the tires from a close out and couldn't get a replacement. They advised that it's OK to buy just 2.

I don't trust the dealership at all anymore and will never go there again.
Tomorrow I will buy 4 new tires and cut my losses.
 
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