A238 E Class Convertible Roof strings worn and snapped

[Michald220]

.....and another big thank you goes to Tony Paterson. My 2017 18,000 mile convertible suffering from frayed and broken cords but it looks like the Ombudsman's findings plus the Technical Bulletin posted by Tony have been instrumental in getting the dealer to process a goodwill claim on my behalf. I'm told the repair kit that MB will supply uses stronger and revised cord layout so the problem shouldn't reoccur but I think I'll get into the habit of inspecting them regularly.

 

[BfgSLKMan]

That is the route we are going with the original UK supplying dealer (tech bulletin and MO decision).

 

[Jeff pilkington]

Thank you. I think I might go to an independent merc specialist near me. Merc dealer wants me to pay for diagnostics just to have a look, although we already know the problem.
The independent merc specialists is charging me more than Tony in Coventry, but unfortunately it is a bit of a trek from Norfolk.

same with me. it’s disgusting they know of this problem but aren’t interested. oddly looking at all the pics it seems to be the same string both sides.

 

[Spro368]

In August 2023 I took my W205 C63 Cabriolet to the main dealer with 3 roof cords frayed .They said they would fix it and seek a contribution from MB.They replaced 3 cords, (originally in view from the waiting gallery but then they moved it around the back, as if to justify more hours !!! ).3 new strings later and 2.5 hours I got the bill. £645 in total less £200 MB contribution.I bought the car February 2021 from the same dealer so it was out of the 2 year warranty.The point is this is an inherent defect known by the dealers with cars being sold without the remedy (cheaper option for the dealer).

Given this was the same problem and same dealership that Tony took to the Ombudsman I threatened the dealer with the same.I bought another car off them (A 35) just prior so was very disappointed with their initial reaction.
I supplied copies of the Ombudsman decision and the MB technical document on the recommended remedy.A week or so later they agreed to reimburse the £400 plus cost.I also could not see how it was costed at £200 per cord.I understand that for the specialists need the car for 6 hours or so to renew all the cords !

 

[BlackC55]

We have done a few here. takes about 2-3 hours to do all of them.

 

[Spro368]

That’s a lot better than the main dealer that took my car round the back of the workshop out of sight for an extra 1.5 hours.
I’m about 45 miles from you so worth the trip.Could you use the rest of the MB kit and is that an upgraded item.
Thanks

 

[Jimmcb]

Hi everyone

Has anyone used Vagpro in Leicester or Hoodtech in Chester? If so what’s the opinion??

Jim

 

[W1ghty]

That’s a lot better than the main dealer that took my car round the back of the workshop out of sight for an extra 1.5 hours.
I’m about 45 miles from you so worth the trip.Could you use the rest of the MB kit and is that an upgraded item.
Thanks

Maybe that included a lunch break ?

 

[SpikyMikey]

Maybe that included a lunch break ?

1.5 hours?
That's a 8 course tasting menu with wine followed by coffee and "waffer-thin" mints

 

[Spro368]

.....and another big thank you goes to Tony Paterson. My 2017 18,000 mile convertible suffering from frayed and broken cords but it looks like the Ombudsman's findings plus the Technical Bulletin posted by Tony have been instrumental in getting the dealer to process a goodwill claim on my behalf. I'm told the repair kit that MB will supply uses stronger and revised cord layout so the problem shouldn't reoccur but I think I'll get into the habit of inspecting them regularly.

I thank Tony too as I got a full refund off the dealer.(£645 including the cords I think).They only replaced 3 frayed cords so not much upgrading going on there !

 

[NatalieCKJJ]

Tony paterson, i owe you a VERY large beer!!! A few roof straps had broken and frayed on my E Class, but the roof was still operational. Mercedes Aylesbury (part of Vertu) sold me the car originally, and quoted me £4.3k to replace the straps as it is outside of warranty. I emailed a complaint to the CEO's of Mercedes UK and Vertu (you can easily find their details online), including a copy of Tonys two documents on this thread, and explaining why i thought Vertu were at fault and should repair for free. i pretty much just quoted what Vertu's obligations were per the ombudsman ruling in Tony's case. Mercedes rejected the complaint, and i assumed Vertu would do the same and i'd have to go to the ombudsman.

I've just had a call from the dealership - they are going to cover 100% of the cost of the repair! Not sure what i would have done without Tony's documents, i doubt i'd have complained to this extent or gone to the ombudsman, probably just paid a couple of thousand for an independent garage to repair it.

So thanks Tony, you have save me a small fortune!

@patersont I also can’t thank you enough - I’ve just bought my first Mercedes, an E Class Cab. Took me a while to do a bit of research and find the one I wanted but when I finally did, it was reading your post above that made me check the roof cables after my test drive. Couldn’t believe it when I saw they were severely frayed on both sides! I didn’t hesitate in pointing this out to Mercedes and the poor sales guy (who was relatively new in role) couldn’t believe I knew what I was looking for. They very quickly offered to replace these for me as part of the sale. I’m just so grateful that you shared this and my novice google searches beforehand brought me to you. Owe you big time!

 

[Spro368]

@patersont I also can’t thank you enough - I’ve just bought my first Mercedes, an E Class Cab. Took me a while to do a bit of research and find the one I wanted but when I finally did, it was reading your post above that made me check the roof cables after my test drive. Couldn’t believe it when I saw they were severely frayed on both sides! I didn’t hesitate in pointing this out to Mercedes and the poor sales guy (who was relatively new in role) couldn’t believe I knew what I was looking for. They very quickly offered to replace these for me as part of the sale. I’m just so grateful that you shared this and my novice google searches beforehand brought me to you. Owe you big time!

Yes we all owe Tony.Make sure they do a proper job and replace all cords.I had the same issue with C Class supplied by Sytner in Bath.Tony’s case was at Sytner Newcastle.They said they would try to get a contribution (car out of warranty and 2 year AMG warranty from dealer).They replaced 2 cords and wanted £600 less £200 MB contribution.I challenged them threatening Ombudsman and they accepted and gave a £400 refund.Only trouble is they only replaced 2 cords so if another frays I will be back !

 

[NatalieCKJJ]

@jotter22 this is the thread you need. Helped me massively! Good luck!

 

[NatalieCKJJ]

Yes we all owe Tony.Make sure they do a proper job and replace all cords.I had the same issue with C Class supplied by Sytner in Bath.Tony’s case was at Sytner Newcastle.They said they would try to get a contribution (car out of warranty and 2 year AMG warranty from dealer).They replaced 2 cords and wanted £600 less £200 MB contribution.I challenged them threatening Ombudsman and they accepted and gave a £400 refund.Only trouble is they only replaced 2 cords so if another frays I will be back !

Yes they changed the whole thing, we’re white cables originally, now all shiny and new and black. Had To take it back a week later though as the roof wouldn’t go down properly and turned out one of the bones had snapped, so they fixed all that too. Took ages but glad it happened when it did.

 

[jotter22]

Is it the same part for a 2004 CLK cabriolet? if so do you have the part number or part name? I had a quote from a guy in Welling Kent if i buy the bits he will fit them for £90. This is what mine has done.

Thanks Tony.

 

[maverickhamster]

Hello all. I'm new to the forum, thank you to everyone who has shared their experiences so far!

I'm thinking of buying a E Class cabriolet for a road trip across Europe later this year, but have come across all the issues with the frayed cords and am concerned/beginning to reconsider.

I'd really appreciate some guidance on the following:

1) I understand that the production years upto and including 2019 were at high risk of fraying cords. Does this mean that 2020 onwards is ok, or have people had the same issue thereafter?

2) Does anyone know of or have experience of the cords failing again after they've been fixed with the newer / thicker cords supplied by mercedes?

3) I saw that someone mentioned Tony in Coventry has fixed their cords with parachute cord (unless in misunderstood this). Is this a better fix than the mercedes parts / has his fix proved to be a reliable solution?

I'm at the stage where I'm prepared to buy a used car and get the cords 'upgraded' to the newer version of the cords (or suitable alternative i.e. an indie solution) if cost effective, but only if that's deemed to be a definitive 'fix'.

If not possible, I'll probably just get a coupe instead

 

[Jimmcb]

I tried my to get my MB Dealer in Dunfermline, Fife to seek support from MBUK. It went into the Too Difficult Tray so no go.

Now taking car to Hoodtech in Chester on Monday to have all cords replaced per the MB Bulletin. Apparently that guideline states one cord is removed, and not replaced.

Also, new cord material is of paracord type strength.

Anyone else who used an indie wish to comment please??

Jim

 

[Jimmcb]

I tried my to get my MB Dealer in Dunfermline, Fife to seek support from MBUK. It went into the Too Difficult Tray so no go.

Now taking car to Hoodtech in Chester on Monday to have all cords replaced per the MB Bulletin. Apparently that guideline states one cord is removed, and not replaced.

Also, new cord material is of paracord type strength.

Anyone else who used an indie wish to comment please??

Jim

So I’m just home from HoodTech in Chester.

Charlie, Steven and Glenn are excellent and allowed me to wait on car as its a 10hr round trip drive to get there and back.

First impressions are of a first class setup where Charlie, the owner, is the fulcrum.

Attention to detail is excellent and really impressive quality control equally so.

2 year guarantee on cords and work in fitting them. Thankfully none of my cords had snapped and the roof lining was in perfect condition. Not the case with a good few they’ve fixed previously apparently.

Time will tell how good the job is but I feel more confident in using the roof now. Bring on good weather.

Happy to pm details if anyone wants more.

All the very best!

Jim

 

[Jimmcb]

Wee update: have been using roof a lot lately and checking for sag, weakness in joints or stretch in new cords. Nothing.

Well pleased with HoodTech! Recommended!

Jim

 

[chyperie]

Hi Daniel,

I'd be very interested to hear more on the details you sent to the CEO of Merc. I raised a query with the Motor Ombudsman this time LAST YEAR, and after much pain they have in the last 2 weeks not upheld my complaint. So I'm left with snapped chords on both side of my 2017 A238 and a potential £3.5k bill to replace.

Hi

Just about to go down this route following Tony's

Hi Daniel,

I'd be very interested to hear more on the details you sent to the CEO of Merc. I raised a query with the Motor Ombudsman this time LAST YEAR, and after much pain they have in the last 2 weeks not upheld my complaint. So I'm left with snapped chords on both side of my 2017 A238 and a potential £3.5k bill to replace.

Hi

Just about to go down this route using Tony's Ombudsman decision. Would be interested to know what was the reason the Ombudsman did not uphold your complaint.


Cheers