9 Hours out of Warranty - Mercedes Benz SLK Forum

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

 
LinkBack Thread Tools
#1 Old 04-30-2009
Registered Users
 
Join Date: Apr 2009
Location: Bristol UK
Vehicle: 2006 350SLK Tellurite Silver
Other Toys: 2006 Renault Megane CC 2.0T
Posts: 12
Country:
Chats: 0
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Thanks: 7
Thanked 1 Time in 1 Post
(Thread Starter)
9 Hours out of Warranty

Some of you may have seen the problem I reported in my "Greetings" message I posted the other day https://www.slkworld.com/new-members-...greetings.html.

Well here is the latest (which I have also posted on the MB Club UK forum)

Ok an update on my 9 hours out of warranty issue. MB Bristol had a look at it yesterday and eventually found a fault in the autobox in the Speed sensor turbine plate (or something like that!). It was occasionaly preventing the car from changing up when it wanted to. They contacted MB UK who suggested a reprograming of the device with a software upgrade. This was carried out and appears to be successful. No fault codes now showing. I was told that if the problem returns they will change the sensor and although it costs around 1200, MB will likely cover all of the costs. I was charged for the work carried out on it yesterday. Although they only charged me for 2 hours even though they spent over 4hours on it, didn't charge for the software update which they said was about 100, and I had a further 20% discount. Bill was 183.72 which I've paid to get the car back. Strange thing is, is that if the recoding works, it has cost me 183 and MB UK nothing. If it doesn't work it will cost MB a lot more. So I will ask MB UK why they wont cover the 183.

Don't know what to think about this, I'm glad it seems to be sorted and reassured that if it isn't then it's unlikely to cost me much if anything to get it fixed. But unimpressed by MB quality. This will probably be my first and last MB. Seems little point forking out for perceived quality when it's not really there.
bm350slk is offline  
Sponsored Links
Advertisement
 
#2 Old 04-30-2009
Donor Conversion
 
Join Date: Mar 2007
Location: London
Vehicle: Currently no car, previously Black 32AMG, previously Yellow 230
Posts: 198
Country:
Chats: 7
Mentioned: 1 Post(s)
Tagged: 0 Thread(s)
Quoted: 5 Post(s)
Thanks: 41
Thanked 48 Times in 30 Posts
Hi BM

Well that sounds like your dealership has shown a pretty dreadful attitude to customer service. If it's a software upgrade then the problem was there when the car was sold to you. Whichever way you look at it, it's pretty pedantic for them to charge you because you were 9 hours out of warranty, and pretty dreadful to say things like MB will only "probably" pay for the fix if it's worse.

Mercedes Bristol's web site lists Mike Fellows as the MD, and he says "At Mercedes-Benz of Bristol my TEAM and I share the same passion for the brand and delivering best in customer service". (http://www.sytner.co.uk/mercedes-benz/bristol/home.aspx) What you have received is both poor customer service and dreadful, dreadful, branding. In tough times you have to look after your existing customers even more than in good times.

They should just fix it, with a smile. Get in touch with the MD: I'd expect him to give you the 184 back with an apology and some sort of nice gesture. If he doesn't help you, I'd write to the local press and also work up the chain until you get to Wilfried Steffen, CEO of MB-UK based in Milton Keynes.

Good luck and let us know how you get on.

Regards,
Jonathan
jonathan is offline  
The Following User Says Thank You to jonathan For This Useful Post:
#3 Old 04-30-2009
Registered Users
 
Join Date: Jul 2008
Vehicle: SLK55AMG
Other Toys: Triumph T800
Posts: 829
Country:
Chats: 0
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 4 Post(s)
Thanks: 32
Thanked 157 Times in 109 Posts
All to familiar to me im afraid. Try customer services and see their reaction, its cements your resolution if nothing else. Shamefull MB
Legin is offline  
The Following User Says Thank You to Legin For This Useful Post:
 
#4 Old 04-30-2009
DansSlk
Guest
 
Posts: n/a
Chats:
Mentioned: Post(s)
Tagged: Thread(s)
Quoted: Post(s)
I've heard nothing but bad things about the dealers in the Bristol area, ideally it should all be covered under goodwill or at least a significant portion of it should be.
The Following User Says Thank You to For This Useful Post:
#5 Old 05-07-2009
Registered Users
 
Join Date: Apr 2009
Location: Bristol UK
Vehicle: 2006 350SLK Tellurite Silver
Other Toys: 2006 Renault Megane CC 2.0T
Posts: 12
Country:
Chats: 0
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Thanks: 7
Thanked 1 Time in 1 Post
(Thread Starter)
I was quick to complain so now an update is due and I'm being equally quick to praise Mike Fellows MD of MB Bristol dealership.

As I could not understand the rational that had been put to me about why I had to pay because the fix was a considered a service item, I contacted MBUK customer services, who checked with the Bristol dealership and then got back to me to confirm that the software upgrade was indeed considered a service item.

I was still not happy with this as it made no sense to me. I had been told that if the component was faulty and needed replacing MB would pay for it, but if the software upgrade worked, which it appears to have, then I would have to pay for it. It seemed to me that the component was faulty anyway, it was just a question of whether a software upgrade would sort it or whether it needed replacing.

I therefore sent an email to the MD of the Bristol dealership and fairplay to Mr Mike Fellows, he responded very promptly and agreed with my view. So they are reimbursing me the cost of the work I have paid for. Well done to Bristol MB. This will probably be worthwhile for them in the long run because as a result of this outcome I now intend to use them when servicing is required.
bm350slk is offline  
#6 Old 05-10-2009
Registered Users
 
Join Date: Feb 2008
Location: Yukon, OK
Vehicle: '07 SLK 280; '04 C 320, '01 Honda S 2000, '98 Ford Ranger truck.
Posts: 840
Country:
Chats: 0
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Thanks: 95
Thanked 114 Times in 83 Posts
It is good that they finally came around, but not so good that they put you through all of this, when the matter was presented nine hours past warranty, and it was a matter that, by its nature, had existed from day one. I had to take a similar case to court against Ford Motor Company here in the States on a Mercury forty years ago -- and won. Well, Ford stuff is cheap, so what do you expect? Mercedes stuff is not cheap, and I expect better.
Dolebludger is offline  
The Following User Says Thank You to Dolebludger For This Useful Post:
#7 Old 06-04-2009
Registered Users
 
Join Date: Apr 2009
Location: Bristol UK
Vehicle: 2006 350SLK Tellurite Silver
Other Toys: 2006 Renault Megane CC 2.0T
Posts: 12
Country:
Chats: 0
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Thanks: 7
Thanked 1 Time in 1 Post
(Thread Starter)
Well this is an update following an update! After the software was reprogrammed (at thankfully no cost to me courtesy of Bristol MB) the car seemed ok. Then after about 3 weeks the auto g/box fault reappeared. Booked it into MB Bristol and they took it in to check it and do the necessary. They told me that any work would be covered to some extent by MB UK goodwill, but could not guarantee whether it might be for all of the cost. So I waited with fingers crossed, and then after a couple of days I was told the car was ready and at no cost to me! MB UK had covered the cost of replacing a hydraulic plate of some sort which was giving fault codes, and hopefully now is all ok! Thanks to all concerned.

I wonder how many other car makers would react this favourably in similar circumstances?
bm350slk is offline  
#8 Old 06-05-2009
Donor Conversion
 
Join Date: Mar 2007
Location: London
Vehicle: Currently no car, previously Black 32AMG, previously Yellow 230
Posts: 198
Country:
Chats: 7
Mentioned: 1 Post(s)
Tagged: 0 Thread(s)
Quoted: 5 Post(s)
Thanks: 41
Thanked 48 Times in 30 Posts
I do love a happy ending! Let's hope you get many trouble-free miles now.

Best regards,
Jonathan.
jonathan is offline  
The Following User Says Thank You to jonathan For This Useful Post:
Sponsored Links
Advertisement
 
Reply

  Lower Navigation
Go Back   Mercedes Benz SLK Forum > General Discussion about Mercedes Benz SLKs > General Discussion

Bookmarks

Quick Reply
Message:
Options
Upload your files to MEGAUPLOAD
Upload your images to ImageShack

Register Now



In order to be able to post messages on the Mercedes Benz SLK Forum forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.

User Name:
Password
Please enter a password for your user account. Note that passwords are case-sensitive.

Password:


Confirm Password:
Email Address
Please enter a valid email address for yourself.

Email Address:
OR

Log-in











Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
User Tag List

Thread Tools
Show Printable Version Show Printable Version
Email this Page Email this Page



Similar Threads
Thread Thread Starter Forum Replies Last Post
Warranty Running out, now what?? SportyDog SLK R171 General Discussion 9 04-26-2008 08:21 PM
Extended Warranty dking SLK R170 General Discussion 1 03-21-2008 09:59 PM
3 hours! garyhun SLK R171 General Discussion 4 08-14-2007 01:18 AM
Warranty Issues DansSlk General Discussion 8 07-31-2006 10:40 AM

Posting Rules  
You may post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On

 
For the best viewing experience please update your browser to Google Chrome
 

Clubs, Garage Plus vBulletin Plugins by Drive Thru Online, Inc.