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Discussion Starter #1
Some of you may have seen the problem I reported in my "Greetings" message I posted the other day http://www.slkworld.com/new-members-introduce-yourself-here/9970-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. :(
 

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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
 

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All to familiar to me im afraid. Try customer services and see their reaction, its cements your resolution if nothing else. Shamefull MB
 
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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.
 

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Discussion Starter #5
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. :)
 

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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.
 

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Discussion Starter #7
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?
 
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