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#1 Old 10-22-2010
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Greetings from SFLA

I bought my first SLK 350 on 10/10/10, it is a nice 2008 Arctic White CPO, with 22K/miles on it for $34K.

I'm located in the Fort Lauderdale area in Florida, US, my dealer is Mercedes Benz in Pembroke Pines.

The car is really nice, I couldn't get one with all the equipment I wanted to have, Digital A/C, Bi-Xenons and Command are not there, I thought I might be able to retrofit these but the more I read about Command the less hope I have for it. The digital A/C control I already bought it and now I have to get me the sun and pollution sensors.

I have Premium I, Light, Heating, rain sensor wipers and Wood packages.

Dealer experience has been not so good so far, from the first day I had a number of small problems:
  1. Discharged A/C: Dealer charged it
  2. Deflated tires: As soon I got home the TPMS said I needed to revise the tire pressure.
  3. Exterior temperature sensor hanging from beneath: Dealer put it back in place (or at least now it doesn't hang)
  4. Remote roof opening not working on the driver side: Dealer ordered part from Germany - arriving in 15 days
  5. Cigarrette lighter was not working: Dealer replaced the lighter
  6. Missing cloth screen: Salesperson said I'll get one but they now avoid the issue every time I ask and kick it forward.
  7. Small paint damage on the trunk: I discovered that there's a small 1/2cm paint damage that was retouched with paint where the trunk ends. Dealer is saying the what should I expect if I bought CPO not new, there will be some paint damage. However they sold me the appearance protection warranty, and now refuse to fix this.
  8. Discovered bumper was fixed with putty: While washing the car I ended with a 1 inch piece of the bottom of the bumper in my hand. Upon inspection I noticed that they have fixed the bumper with some kind of putty or epoxy and it is cracking. Dealer is also saying it is OK to have this issues with a CPO, I shouldn't expect a car that didn't have any body repair, even a crappy one.
  9. Driver seat had to be stained where the seatbelt rubs: Dealer offered to stain it.
  10. Sticky radio keys: Dealer said keep pressing them and they will be fine.
  11. Hood reported opened when it was closed: 1st day when driving the car out, dealer fixed the switch.
  12. I keep asking about the CPO accessories offered by Mercedes and the dealer keeps avoiding the topic even though I said I'd like to acquire some.

The car has been at the dealer 4 days, for two times, and only some of the problems were addressed. Today I was told the car is ready BUT I'll have to take it back in 15 days for the roof issue because the part has to come from Germany. And then again they refuse to fix the issues with the trunk paint and bumper saying it is OK for a CPO to be this way.
The first time dealer was great, I had a C300 as a loaner, the second time they drove me home, next time I guess they will call me a taxi

Anyway, these are small things that the only they produce is a sour taste to the deal. I like the car but I feel that the whole CPO story is just another trick in the hat and cars aren't actually certified. just washed.

I'm going to pickup the car tomorrow and see what's the dealer final word on the paint. I don't have much hope, so I'll be researching what are my options.

I hope to be a little less frustrated for my next post.
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#2 Old 10-22-2010
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#3 Old 10-22-2010
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Welcome from CANADA!

Ya I would say you have reasons to be a just a tad frusterated, 2008 with only 22000 miles.

Do you have a law that allows you to return a car within so many days?

I tell ya I would be sitting down with a manager real fast and saying I'm not very happy and this why, no way would I except what you mentioned about the bondo job etc. Did they disclose prior to you buying, if they knew the history of the vehicle they should have made you aware of such. Boy they are lucky they aren't dealing with me, I would be tearing a strip off someone and then sending off a letter to HEAD OFFICE GERMANY with names of the individules if they didn't make me 100% happy specially after what you have been put through so far.

Did your car come STAR CERTIFIED? Don't let this slide because it appears you might just be better returning it, if it was me I would be saying guys you sold me a pce of crap, give me my money back or make it right along with providing me with a loaner car while you are doing such and I don't car how long it takes just make it right.

Set-up an appointment right away to meet with the pre-owned manager and see what this person's thoughts are and what gets done, if it doesn't appear to be going anywhere then set-up a meeting with his boss in the NEW SECTION etc. but do it right away.

Timing is a important right now.
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#4 Old 10-22-2010
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#5 Old 10-22-2010
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#6 Old 10-22-2010
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Quote:
Originally Posted by DEV7 View Post
Welcome from CANADA!
Do you have a law that allows you to return a car within so many days?
Nope, but there a Lemmon law if they don't fix problems. They had a 7 day exchange policy but that was the only CPO SLK in the lot. The only other car I liked was a 2003 SL500 with 30K miles but it was just too old.

Quote:
Originally Posted by DEV7 View Post
Did your car come STAR CERTIFIED? Don't let this slide because it appears you might just be better returning it, if it was me I would be saying guys you sold me a pce of crap, give me my money back or make it right
Agree, and that is what I'll do.

Quote:
Originally Posted by DEV7 View Post
Set-up an appointment right away to meet with the pre-owned manager and see what this person's thoughts are and what gets done, if it doesn't appear to be going anywhere then set-up a meeting with his boss in the NEW SECTION etc. but do it right away.

It was the pre-owned manager the one that told me that having bought a pre-owned I should expect to have this types of issues with the paint and I shouldn't complain because I'm not buying a new car, but he said to tell the service dep. guy to see him when he finished, so I left in peace. Today the service dept. guy told me they will not properly fix the paint Argggg!!!.
As you said, not only it wasn't disclosed, they re-touched the trunk paint and fixed the bumper to disguise it, that indicates that they knew about this two things. Wondering what MB will say when I contact them if I don't get the answer I want.

Quote:
Originally Posted by DEV7 View Post
Timing is a important right now.
I have had the car 2 weeks, 1 of it the car has been in the dealership being put int the way it should have come out.

They are all small things but they are A LOT of small things.

Despite all this the SLK is a wonderful car to drive.
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#7 Old 10-22-2010
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Sorry to hear of your problems and I sympathize with your situation. DEV7 has provided some good advice to follow. I would assume a CPO car would be in better condition, and if not, the dealer should work to resolve your complaints. Good luck, hold your dealer accountable.
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#8 Old 10-22-2010
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#9 Old 10-22-2010
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Quote:
Originally Posted by mvurquiza View Post
Nope, but there a Lemmon law if they don't fix problems. They had a 7 day exchange policy but that was the only CPO SLK in the lot. The only other car I liked was a 2003 SL500 with 30K miles but it was just too old.



Agree, and that is what I'll do.




It was the pre-owned manager the one that told me that having bought a pre-owned I should expect to have this types of issues with the paint and I shouldn't complain because I'm not buying a new car, but he said to tell the service dep. guy to see him when he finished, so I left in peace. Today the service dept. guy told me they will not properly fix the paint Argggg!!!.
As you said, not only it wasn't disclosed, they re-touched the trunk paint and fixed the bumper to disguise it, that indicates that they knew about this two things. Wondering what MB will say when I contact them if I don't get the answer I want.



I have had the car 2 weeks, 1 of it the car has been in the dealership being put int the way it should have come out.

They are all small things but they are A LOT of small things.

Despite all this the SLK is a wonderful car to drive.

All I say is WOW! and more WOW!

The pre-owned manager sounds like a real class act, I would be going up the line in command but in doing so be calm and proffessional.

The pre-owned representatiton to you seems to be a farse, I can't see his boss being happy that this is how he is representing the dealership.

It's not right, you need to stand your ground and not put up with this crap.

A good friend of mine just went through a similar situation with a Beemer but was lucky enough to have some assistance, mine. Laws are a little different here so we had that on our side also but timing is of the most importance. He got his money back after almost two months of crap but hey at least he isn't dealing with them anymore.

They want you to run out ofgas and just give in that so they can say well why didn't you mention prior, how do we know what you are doing with the car once it leaves here bla! bla!

Okay here is some assistance, do what you want with it;

#1 Put together a letter outlining in detail the issues and when they started and whom you spoke to in relation to such and what you were told would be done and if and when it has been done.

#2 Address this letter to the pre-owned manager. Make sure you note that non of these issues were brought to your attention prior to purchasing asking why weren't they. Make sure it's dated etc. and leave it saying "I await for your responce back in relation to the above and to resolve such in a timly manner"

#3 This person will most likely want to talk to you in person but should be now taking it a little more seriously because they see you have now documented by putting it in writing, good. Go in and see him and make notes.

#4 If he says they are going to fix then that's great let them but make sure they take care of you.

#5 If they don't do it properly or within a timely fashion then send off another letter referring back to the date and what was said. What you are really doing is leaving a detailed trail of what has been transpired. Ask who is his BOSS nicely.

#6 It's now time to set up a meeting with his boss, bring in copies of your letters that have sent to the pre-owned manager and explain your situation is and what you would like done. I will be shocked if this person doesn't make it right, if they don't then ask who this person's BOSS is and on.

#7 Make sure when you are meeting with these individules to make notes and agree so that you are both on the same page of what is going to be done and when so exspectations are met but in a timely manner. Make sure you get a vehicle to drive while this is all being done.

#8 If this person doesn't do what they said when or for some reason you still are not satified send them off a letter outlining when you originally met and what had transpired and ask why haven't these things been done.

In the end you can send copies of all these off to MB Germany customer service out lineing that you are a frustrated customer and your dealer is not making things right, dealer won't want this to happen and this is a last resort.

Anyways all the best of luck, keep us updated.
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#10 Old 10-22-2010
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Below are some guide lines that our dealers here follow when selling a used MB from a MB dealer.



Buy a Mercedes-Benz Certified™ vehicle, and you don’t just get a Mercedes-Benz.

You get:
  • Reassurance: 150-point certification inspection
  • Coverage: up to 7 years or 160,000 km
  • Confidence: complete service history
  • Peace-of-mind: 24-hour roadside assistance
  • Value: special financing exclusively through Mercedes-Benz Financial
The Benefits of Certified Pre-Owned.


A Certified Pre-Owned Mercedes-Benz is so much more than a "used" car. It is a pre-owned vehicle built by a company famous for its engineering triumphs, its racing heritage, and its commitment to luxury, quality, reliability, and safety. The Mercedes-Benz Pre-Owned program represents all of the virtues you expect from Mercedes-Benz, including exceptional service from your Certified Pre-Owned authorized Mercedes-Benz dealer.


Multipoint inspection.


A 150-point certification inspection is performed on every Mercedes-Benz Certified vehicle. This inspection includes a comprehensive review of the vehicle's appearance, safety systems, electrical systems and components, undercarriage and drivetrain, engine performance, and fluid levels. An on-the-road test is performed as is an extensive post-drive analysis and a complete service history is supplied.



Warranty coverage.


There are three types of warranties that may be available on the vehicle you purchase: the balance of the Factory Warranty, the Star Certified warranty, and/or an Extended Limited Warranty.


  • Balance of Factory Warranty: If the Certified vehicle you purchase has not yet reached the factory warranty age and mileage limits, you can take advantage of the balance of this warranty.
  • Star Certified Warranty: Certified vehicles may also be covered by a two-year, 40,000-km Star Certified Warranty. The Star Certified Warranty is valid for 24 to 72 months from the initial registration date of the vehicle. It provides major component and power train coverage as well as roadside assistance. For more information on the Star Certified Warranty, please contact your local Mercedes-Benz dealer
  • Extended Limited Warranty: This optional warranty provides coverage up to 7 years or 160,000km, whichever comes first.
Service and Support.

When you buy a Mercedes-Benz Certified Pre-Owned vehicle, you receive much more than a fine automobile. You also reap the benefits of nationwide customer service and technical support that every Mercedes-Benz owner enjoys.
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#11 Old 10-22-2010
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There is even more detail, go to this page and scrow down and click on the " Download eBrochure"

http://www.mercedes-benz.ca/content/...certified.html
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#13 Old 10-23-2010
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#14 Old 10-23-2010
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Welcome from London - other advice given is good, don't hesitate to take the car back in and had the keys to your SA if you are not happy with it.



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#15 Old 10-23-2010
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Update

Quote:
Originally Posted by DEV7 View Post
Below are some guide lines that our dealers here follow when selling a used MB from a MB dealer.
I picked up the car today. Tried to speak with the CPO manager but he wasn't available so I left my letter with the whole explanation to what have happened.


They have improved by more retouched the defect on the trunk, just a little more retouch clear coat and polish and it will be 100% invisible.

The bumper is untouched.

The driver seat is PERFECT.

The lighter assembly was replaced and it is working.

So far still missing the cloth screen, an answer about the accessories, fix the crappy job on the front bumper and in two weeks the fix for the roof to open remotely on the driver side.

I will call the manager again on Monday and I'll see what he says, this is talking longer but I guess everything will be fine.

Having the car back is nice, I had to go to Coral Gables this morning and driving with the roof down on Miracle Mile is super.
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#16 Old 10-23-2010
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Quote:
Originally Posted by mvurquiza View Post
I picked up the car today. Tried to speak with the CPO manager but he wasn't available so I left my letter with the whole explanation to what have happened.


They have improved by more retouched the defect on the trunk, just a little more retouch clear coat and polish and it will be 100% invisible.

The bumper is untouched.

The driver seat is PERFECT.

The lighter assembly was replaced and it is working.

So far still missing the cloth screen, an answer about the accessories, fix the crappy job on the front bumper and in two weeks the fix for the roof to open remotely on the driver side.

I will call the manager again on Monday and I'll see what he says, this is talking longer but I guess everything will be fine.

Having the car back is nice, I had to go to Coral Gables this morning and driving with the roof down on Miracle Mile is super.


In the end hope everything works out for you, enjoy!

Last edited by DEV7; 10-27-2010 at 08:11 PM.
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#17 Old 10-23-2010
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Heads up to all of us buying a used SLK. Do a thorough inspection! You're spending 30-45k even for a used SLK; ask to take it home for a 48hr or overnight test drive. Go over it with a fine toothed comb.

MV, did you have a carfax report and a copy of the maintenance report? A CPO should have included a report that the bumper had been repaired.

Good luck, and as Dev says, don't let up, but keep your cool. Send a copy to MB USA.
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#18 Old 10-23-2010
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Quote:
Originally Posted by Der Flieger View Post
MV, did you have a carfax report and a copy of the maintenance report? A CPO should have included a report that the bumper had been repaired.

Yes, I have a copy of the Carfax, Datacard, Service History and CPO work done in order to sell the car. Not a single mention of the bumper not the trunk.

The car Carfax is clean.

The car is in good shape, I might be too suborn but I want it to be as perfect as possible.
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