Ongoing problems and dealer issues - Mercedes Benz SLK Forum

General Discussion Topics must pertain to all 3 generations of SLK - R170, R171 and R172

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#1 Old 11-04-2008
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Ongoing problems and dealer issues

Hi



I have had a number of issues, some previously posted, with my 06 slk350. The car has been into the dealer on a number of previous occasions and the items have either not been sorted or have recurred. Finally I decided to arrange a test drive with an engineer to go through the issues in the hope that this may help them resolve the problems. I booked an appointment and went out a week last Friday. The issues were discussed as follows: -
  1. Wind noise passenger front window, cure previously attempted by altering window angle, Engineer heard wind noise and agreed that the seal needed replacing.
  2. Creaking noise from rear of vehicle, previously diagnosed as roof seperator and boot, issue getting worse and engineer suspected problem with adjustment of rear screen.
  3. Hissing noise from speakers, engineer heard noise and would investigate
  4. Alarm LED flickers, intermittent, previous attempt to cure failed
  5. Noise from suspension even when very gently driving over speed ramps
  6. corrosion of wheel bolts
Car was booked in for the following Thursday and I delivered it with a polite memo documenting all of the issues, previous attempts at repair and engineers comments. I also added a final comment stating that I really didn't mind how long they kept the car for as the issues were now starting to spoil my enjoyment.
I had a call from the service advisor yesterday asking me to pick the car up as they needed parts and they would book it again when they had them. They had ordered a window seal and an alarm module and they had opened an incident with MB asking them to authorise replacement of the audio gateway. I picked the car up and asked them about item 2, I was told they had spent a long time adjusting everything and asked me to test and report back.
I drove the car no more that 50 yards before it was obvious that the noise was worse rather than better.

So they had the car from Thurs to Mon and acheived nothing! they didn't even replace the wheel nuts. and despite having previously diagnosed the window seal needed replacing they hadn't even ordered one.

I rang today to speak to the service manager to be told he wasn't available today so I left a message for him to call me tomorrow.

Sorry for the long ranting post but I am really getting pissed of with these issues that are really starting to spoil my enjoyment of this beautiful car, and I would welcome any advise as to how I should handle this.

Best regards

Andrew R
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#2 Old 11-04-2008
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Sorry to hear Andrew. I hope they get it sorted out correctly this time.

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#3 Old 11-04-2008
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Is there another dealer within a convenient distance? Sometimes they'll work harder to win your business...
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#4 Old 11-04-2008
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i beleive an appointment with the general mgr is in order. document all the issues attempts to fix and the loss of time and your cocern about the lack of professionalism at the dealer. be polite but firm
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#5 Old 11-04-2008
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Such a shame to have your enjoyment ruined by such issues from people you don't trust
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#6 Old 11-05-2008
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I agree with the comment about finding a new dealer mate, a few things stand out when i read that including the lack of an alarm module in the SLK.

That LED glitch as i mentioned previously is no threat its just a ghost.

Best thing is to find a new dealer while the car is under its warranty, they won't repair existing issues under an extended one.
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#7 Old 11-05-2008
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Thanks to all for your comments I have spoken to a dear friend who suggeted that I should threaten to return the vehicle and so I have written a letter as follows: -



Wednesday, 05 November 2008


Dear Sir

Re: Mercedes SLK350

I am writing this letter to request an appointment, with you personally, with a view to arrange the return of my recently purchased vehicle. The reason why I wish to return the vehicle is that I have lost confidence in your company’s ability to resolve some recurring and pre-existing faults which have spoiled my enjoyment of this vehicle and in my opinion make the car not fit for purpose.
I would like at this point to make it clear that I have no issues with the way I have been treated by your team, who have always been very polite and helpful, and my dispute relates solely to the quality of the car in relation to its faults.
I attach a history relating to my experience with this vehicle to enable you to understand the cause of my concern

Yours Faithfully




Andrew Rosamond



History of Issues relating to Mercedes SLK350.

I had a test drive in the car at the beginning of September and at the time I noticed a very intrusive creaking noise from the rear of the vehicle, xxx believed the noise to be coming from the roof separator and advised that he would have the fault remedied.
Following a rather frustrating issue relating to the price of the vehicle being increased by Ł1,500 from the figure I had discussed with xxx I decided not to go ahead with the purchase.
Later that week I had a call from Mr xxx who agreed to honour the originally quoted price. I told xxx that I would agree to purchase subject to the noise issue being resolved and an additional item of a damaged wheel arch trim being repaired or replaced.

I visited the dealership on 04/09/08 and signed an order form. xxx agreed that the car would be available on 09/09/08 and having arranged payment I visited your showroom to collect my new vehicle.

On the day of collection I noticed that the wheel arch trim had not been repaired and as the vehicle was in the showroom I also noticed on closer inspection that the N/S/F apron was in fact split presumably relating to the same damage.


I agreed to take the vehicle on condition that I could return it the following morning for the outstanding issues to be resolved. I was very happy with the way the situation was handled by both xxx and xxx and by way of an apology xxx arranged for me to have the use of an E63 demonstrator whilst my car was being repaired. When I returned the car the following morning I pointed out a number of other issues notably the creaking noise had not been repaired, a hinge pin was missing from the roof separator and badly fitting windows most noticeably on the passenger side.

I collected my car several days later and the damage had been repaired by means of a plastic weld. I was assured the other issues had also been resolved and the window problem had been cured by an adjustment and provision of a new window seal

Within a few weeks I noticed that the creaking noise was gradually returning and also there was still noise coming from the window albeit from a different area. Additionally I had an issue with the alarm LED which intermittently flickered upon entering the vehicle as if to notify that the alarm had been triggered.

The vehicle was booked in for remedial work to these items on 02/10/08. I picked the car up on 04/10/08 and it was explained that they had adjusted the window, reprogrammed the alarm and made other adjustments to resolve the creaking issue. Upon entering the car the alarm LED was flashing and I immediately informed the service team manager who had been handling my visit, he assured me he would look into the problem and call me with a plan of action. I never received his call and a week or so later I rang to arrange a test drive with one of your technicians to go through all of the issues the car had previously been in for and a few newly discovered ones. Additionally the boot no longer automatically opened.


I attended your showroom on 24/10/08 and a technician accompanied me for a test drive during which I pointed out the 3 recurring issues as follows: -


1. Wind noise from passenger window, technician identified fault as a seal in need of replacement
2. Creaking noise form rear, technician identified issue as possibly coming from top of rear screen
3. Alarm LED still intermittently faulty.


And also three new ones: -


4. Hissing noise from speakers even when comand switched off
5. Slight creak from suspension
6. Corroded wheel nuts.

The car was booked in for 30/10/08 and I delivered it to xxx with a note describing the above issues and a statement explaining that I did not mind how long the vehicle was to be in for and if necessary I could arrange alternate transport if the courtesy vehicle was needed.

I received a call from xxx late afternoon on 03/11/08 explaining that a new seal and alarm circuit had been ordered and a case had been raised with MB requesting authority to replace the audio gateway. xxx asked whether I could pick my car up and it would be rebooked for the outstanding work.

I arrived to collect the vehicle at 4pm and asked xxx what had been achieved with the creaking noise he explained that a lot of work had been done and asked that I test and report back.
Before I reached the main road it was obvious that the noise was still apparent and over the last two days I have noticed additional noises as well.

I am disappointed that the last visit has as previous visits effectively achieved nothing and dismayed to day to notice that the plastic weld repair to the front apron has also failed.

I have spent a lot of time over the last 48 hours reflecting upon the issues with the vehicle even questioning whether I was being unreasonable in my own expectations. The issues have started to cause me significant amounts of stress and I have discussed this with friends and colleagues the consensus is that I have not been unreasonable and the car is not fit for purpose and it is for this reason that I wish to return the vehicle and have my money back.

Last edited by arosamond; 11-05-2008 at 09:04 AM. Reason: sanitisation
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#8 Old 11-05-2008
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Sad story...
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#9 Old 11-05-2008
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Sorry to hear about your problems - and best of luck getting them resolved. Take heart, however, that most of us are not having problems with our cars - I guess you just ended up with a lemon.



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#10 Old 11-06-2008
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Had a response to my letter this morning from the acting GM of the dealership, apparently they don't currently have a GM (Go Figure!).
He was very apologetic for their inability to sort my issues out and asked whether I would be able to meet him on Monday at 3.30pm.

Quite pleased with the speed of the response. Also I had a test drive in a 280 with sports suspension but on 17" rims. Have to say that that car wasn't perfect but it was miles better than mine.
I'm starting to suspect that the 18" rims may be responsible for outlining rather than actually causing some of my creaking noises.

I am going to spend most of the weekend trying to identify the cause of the recurring creak as I feel quite confident that the garage should be able to sort the rest.

ROLL ON SUMMER!(All week long of it )
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Are lemon laws appropriate in your part of the world? SAS
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#12 Old 11-07-2008
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Quote:
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Are lemon laws appropriate in your part of the world? SAS
We have the sales of goods act. The act states within the first 6 months it is the sellers responsibility to prove the fault doesn't exist rather than the buyer to prove that it does (reverse burden of proof). I guess the fact that I originally noticed at least two of the issues before I purchased the car nails that one down nicely. If the seller is unable to remedy within a reasonable period then the buyer has the right to get his money, costs and interest back.

Although this route is not my preferred option as the car has a great spec and I would prefer to get it sorted.
However a good percentage of my clients are lawyers and I have no doubt that anyone of them would be happy add their fees to my expenses.
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#13 Old 11-10-2008
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Just a quick update on this thread.

Had a meet with the acting Gen Mgr and the Serv Mgr this afternoon. Really posistive meeting the GM apologised again for the way the issues had been handled. Looks like there are some changes at the dealership not least of all the Sales Mgr who had been responsible for trying to hike the price was now free to seek alternative employment elsewhere.

The meeting lasted for nearly an hour going through the issues and how it hadn't been well managed and basically we agreed that we give it another go on the basis that if I'm not happy they will refund my money.

Additionally a few nice gestures one of which was to have the paintwork detailed, which I had priced up at about Ł250.00

Will update on progress but certainly came away from the meeting feeling that they really want to try and sort it out.

Dan, to clarify the point about the alarm light flickering they are replacing a panel not an alarm cct board if that makes sense.
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#14 Old 11-21-2008
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Nearly two weeks without my car now and it is currently at a bodyshop having the paintwork detailed courtesy of the dealer.
Spoke to the service manager who reckons I might get it back next Wednesday.
Really can't wait as currently running about in my mates Vauxhall Corsa (not sure whether that will make sense to our american friends, but think rollerskate with small engine).
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#15 Old 12-31-2008
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A Happy Ending

Eventually got the car back on Christmas Eve and they have really done a great job at last.

The squeeking noise turned out to be dry splines on the drive shaft and the other issues were sorted by replacing most of the window seals, the audio gateway, a new heater motor (not really sure why!) and a faulty roof module.

The paintwork has been mechanically polished and most of the surface scratches are now gone, additionally they had a small indent pulled out of the boot and have had all of the stone chips touched up. Fair to say the car looked brand new when I picked it up.

It has been quite an ordeal getting to where I am now but I have to say it has been absolutely worth it.

I would like to thank everyone for their words of encouragement during this time comments reassuring me that oher people didn't have the same issues helped to convince me that it was the right thing to persevere rather than give up.

This forum shows a quality of fellowship rarely seen nowadays and I will always be grateful to everyone for their help.

Happy New Year to you and yours!
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#16 Old 12-31-2008
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Quote:
Originally Posted by arosamond View Post
Eventually got the car back on Christmas Eve and they have really done a great job at last.

The squeeking noise turned out to be dry splines on the drive shaft and the other issues were sorted by replacing most of the window seals, the audio gateway, a new heater motor (not really sure why!) and a faulty roof module.

The paintwork has been mechanically polished and most of the surface scratches are now gone, additionally they had a small indent pulled out of the boot and have had all of the stone chips touched up. Fair to say the car looked brand new when I picked it up.

It has been quite an ordeal getting to where I am now but I have to say it has been absolutely worth it.

I would like to thank everyone for their words of encouragement during this time comments reassuring me that oher people didn't have the same issues helped to convince me that it was the right thing to persevere rather than give up.

This forum shows a quality of fellowship rarely seen nowadays and I will always be grateful to everyone for their help.

Happy New Year to you and yours!
Glad to hear it all worked out. It restores my faith in MB a bit. They make a great car, but the dealers don't always seem to back it up. Except for Dan, of course...
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#17 Old 12-31-2008
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Glad to hear and you're ready for a great new year!!
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#18 Old 12-31-2008
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Happy New Year, Glad the car is back to tip top shape.

06 SLK55 AMG (Kleemann K2)
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#19 Old 12-31-2008
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Great end to the story!
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#20 Old 12-31-2008
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My best friend is the director for smart and mercedes benz at south cali.

He told me,if a dealer is giving you a hard time or is acting unprofessionally and shows lack of knowledge or commitment to fix the issue.
You should always call or better write a complaint about the dealer to the mercedes benz headquarters in New Jersey...

97% they'll contact you with a good feedback and nice discount and contact the dealer about the issue.
And trust me, the dealer does not wanna get contacted by the headquarters about negative feedback from a costumer.
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