Brand New GLE300D problems

[RajivRanjay]

My apologies for this long post

A bit of Background
I did purchase a Brand New GLE 300 D premium plus with driving assistance package on PCP from Basingstoke Mercedes Dealership on 14/12/2021 and the salesman confirmed that only feature missing will be augmented reality because of worldwide shortage of chip and I agreed and accepted that. After taking the delivery I found that that
1.Lane departure warning and active lane keeping assistance is not working properly and the car fails to recognise lane marking on the road even when it is clear on the Motorways. It does not give any warning if lane is changed unintentionally. As per the manual that car will give warning and bring it back it to the lane.

2.The adaptive cruise control and automatic lane change assist function does not work in a safe manner , when signal given to change the lane , car accelerates but does not change the lane automatically (which is a feature of driving assistance package Please see the video

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at 7.45 min) and we have to manually slow down the car and disengage active cruise control otherwise it goes dangerously close to the vehicle in front. I believe it will not crash with the car in front of me because of the all the active brake assistance but I am not ready to test that

3. I sent an email to Dealership on 28/12/2021 pointing out the faults and return return the car as per my consumer right Off-premise/ distance sale within 14 days and got a call from the dealership saying they will fix the problem and if they could not car can be retuned and all the sweet talk.

3. I took the car back to the dealership on 02/01/2022 and drove the care with one of their staff members and he also witnessed and agreed that something is not right that and arrange the call from workshop.
4. I took the car to today 04/01/2022 and they run the diagnostic and updated the software and resolve the active lane keeping assist , When I asked about active lane changing assist someone from the dealership said.. Oh your car does have the feature and we had a internal communications that Mercedes will not give the feature because it is classed as automatic driving and not permitted by the UK government. When I asked , Is there any recall for the cars where this features is already there in UK and why was I not told about that by the salesman , he could not answer that

5.When I took the car on the motorway to check if there is any thing changed or fixed , to my disappointment nothing. You can still drive on solid line or broken lines without giving signal and it will not give any warning or do any correction.

Now the help and advised from the veterans

What are my right if they could not give me that Active lane departure/Change features for whatsoever reason Although that is part of the driving assistance package?
What if they could not fix active lane assistance issue?
How can I return and reject the car as i 14 days period has been passed , but I did send them an email stating my intention.
Is Motor ombudsman any good ? I understand it is not obligatory for them to accept ombudsman's suggestion
Is there any legal firm that specialise with this type of case ?
Can I involve finance company ( It is financed by Mercedes Finance so not sure if they will be helpful)

My Argument is
1.It is not safe as it accelerates itself and need manual intervention
2 Had I been told that few features will not be available in Driving assistance package I would have taken a informed decision to buy the car or not .
3 Will be classed as misrepresentation if salesman was aware of the fact that some particular feature will not be there as he had access to internal memo but did not share the information.

 

[SmartAmg]

Welcome.

 

[Bobby Dazzler]

My apologies for this long post

A bit of Background
I did purchase a Brand New GLE 300 D premium plus with driving assistance package on PCP from Basingstoke Mercedes Dealership on 14/12/2021 and the salesman confirmed that only feature missing will be augmented reality because of worldwide shortage of chip and I agreed and accepted that. After taking the delivery I found that that
1.Lane departure warning and active lane keeping assistance is not working properly and the car fails to recognise lane marking on the road even when it is clear on the Motorways. It does not give any warning if lane is changed unintentionally. As per the manual that car will give warning and bring it back it to the lane.

2.The adaptive cruise control and automatic lane change assist function does not work in a safe manner , when signal given to change the lane , car accelerates but does not change the lane automatically (which is a feature of driving assistance package Please see the video

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For more detailed information, see our cookies page.

Accept third party cookies

at 7.45 min) and we have to manually slow down the car and disengage active cruise control otherwise it goes dangerously close to the vehicle in front. I believe it will not crash with the car in front of me because of the all the active brake assistance but I am not ready to test that

3. I sent an email to Dealership on 28/12/2021 pointing out the faults and return return the car as per my consumer right Off-premise/ distance sale within 14 days and got a call from the dealership saying they will fix the problem and if they could not car can be retuned and all the sweet talk.

3. I took the car back to the dealership on 02/01/2022 and drove the care with one of their staff members and he also witnessed and agreed that something is not right that and arrange the call from workshop.
4. I took the car to today 04/01/2022 and they run the diagnostic and updated the software and resolve the active lane keeping assist , When I asked about active lane changing assist someone from the dealership said.. Oh your car does have the feature and we had a internal communications that Mercedes will not give the feature because it is classed as automatic driving and not permitted by the UK government. When I asked , Is there any recall for the cars where this features is already there in UK and why was I not told about that by the salesman , he could not answer that

5.When I took the car on the motorway to check if there is any thing changed or fixed , to my disappointment nothing. You can still drive on solid line or broken lines without giving signal and it will not give any warning or do any correction.

Now the help and advised from the veterans

What are my right if they could not give me that Active lane departure/Change features for whatsoever reason Although that is part of the driving assistance package?
What if they could not fix active lane assistance issue?
How can I return and reject the car as i 14 days period has been passed , but I did send them an email stating my intention.
Is Motor ombudsman any good ? I understand it is not obligatory for them to accept ombudsman's suggestion
Is there any legal firm that specialise with this type of case ?
Can I involve finance company ( It is financed by Mercedes Finance so not sure if they will be helpful)

My Argument is
1.It is not safe as it accelerates itself and need manual intervention
2 Had I been told that few features will not be available in Driving assistance package I would have taken a informed decision to buy the car or not .
3 Will be classed as misrepresentation if salesman was aware of the fact that some particular feature will not be there as he had access to internal memo but did not share the information.

Welcome to MBClub and I’m sorry to hear of your frustrations.

What is the outcome you want as that’s not 100% clear. In your post? Whatever it is you need to tell the dealer ASAP and put it in writing by email and recorded delivery.

If you wish to return the car - which is what I think you’re looking to do - and you have already put that in writing simply say something along the lines of:

“As stated in my email on xx/xx/2021 I now reconfirm my wish to return the vehicle.

Regrettably having given your dealership the opportunity to resolve the faults described, those faults remain and no clear assurance has been provided on when it will be resolved to my satisfaction.

To recap the reasons for rejecting this vehicle are

1. Abc
2. Def
3. Ghj

If following my email on xx/xx/2021 you haven’t already, then please instigate the rejection process as soon as possible, and inform me of next steps.

Please confirm receipt of this email and and next steps.”

If what you want it fixed or financial compensation then of course a different approach might be required.

 

[Germgh0st]

There have been instances lately where certain autonomous features have been turned off by a software update on certain cars, for example the automatic parking, due to a new EU regulation. It's something to do with the level of autonomy and the 'hands off' sensors on the steering wheel, apparently there isn't enough safeguard to ensure that your hands are on the wheel. Maybe it's connected to that? Have a look at this:

Park Assists Disabled on all new Mercedes help! | Electronics and Audio

Hi, I have recently picked up my new GLC 300 de and after a few days noticed the park assist wasn't working, after returning the car to the service department they spent 3 days diagnosing the issue to then tell me it was disabled due to new EU rules. I am annoyed by this as it was listed in the...

forums.mbclub.co.uk

 

[markjay]

Welcome, and sorry to hear about you troubles.


1. You need to distinguish between the autonomous driving feature that was removed by MB at the factory, and the faults in the systems that are actually fitted to the car. The former is a lost battle, has been covered extensively, and if the removed features are important to you, then just hand back the car, because this issue will not be resolved any time soon, if at all, and you are unlikely to receive any compensation for its removal. As for the other issues, you should consider if you want to let the dealer try and fix them again, or not.


2. Do you have proof (email or recording) that the dealer agreed to take the car back even after the 14 days cooling-off period expired, if the issues can't be resolved? If so, decide whether you want to exercise this option.


3. One thing to note: the supplying dealer and the finance provider are two separate legal entities, if they give you grief over this, you should try and argue that the supplying dealer was acting as a 'representative' of the finance provider, given that the finance provider was aware that the salespeople at the dealer were dealing with you as a customer on their behalf. Assuming this is a private lease (not business lease), you are in a much stronger legal position due to consumer rights protection legislation.


Good luck.

 

[RajivRanjay]

Welcome to MBClub and I’m sorry to hear of your frustrations.

What is the outcome you want as that’s not 100% clear. In your post? Whatever it is you need to tell the dealer ASAP and put it in writing by email and recorded delivery.

If you wish to return the car - which is what I think you’re looking to do - and you have already put that in writing simply say something along the lines of:

“As stated in my email on xx/xx/2021 I now reconfirm my wish to return the vehicle.

Regrettably having given your dealership the opportunity to resolve the faults described, those faults remain and no clear assurance has been provided on when it will be resolved to my satisfaction.

To recap the reasons for rejecting this vehicle are

1. Abc
2. Def
3. Ghj

If following my email on xx/xx/2021 you haven’t already, then please instigate the rejection process as soon as possible, and inform me of next steps.

Please confirm receipt of this email and and next steps.”

If what you want it fixed or financial compensation then of course a different approach might be required.

Thank you very much for your time to write the template Bobby.. I will start with your template and if they offer me some of the monies back and resolve the fault is the car I will settle with that. I was angry cos they never told be about the missing features., But thank you very much for you help , will keep you posted with the development and final outcome

 

[RajivRanjay]

Welcome, and sorry to hear about you troubles.


1. You need to distinguish between the autonomous driving feature that was removed by MB at the factory, and the faults in the systems that are actually fitted to the car. The former is a lost battle, has been covered extensively, and if the removed features are important to you, then just hand back the car, because this issue will not be resolved any time soon, if at all, and you are unlikely to receive any compensation for its removal. As for the other issues, you should consider if you want to let the dealer try and fix them again, or not.


2. Do you have proof (email or recording) that the dealer agreed to take the car back even after the 14 days cooling-off period expired, if the issues can't be resolved? If so, decide whether you want to exercise this option.


3. One thing to note: the supplying dealer and the finance provider are two separate legal entities, if they give you grief over this, you should try and argue that the supplying dealer was acting as a 'representative' of the finance provider, given that the finance provider was aware that the salespeople at the dealer were dealing with you as a customer on their behalf. Assuming this is a private lease (not business lease), you are in a much stronger legal position due to consumer rights protection legislation.


Good luck.

Hi Mark
1. You need to distinguish between the autonomous driving feature that was removed by MB at the factory, and the faults in the systems that are actually fitted to the car. The former is a lost battle, has been covered extensively, and if the removed features are important to you, then just hand back the car, because this issue will not be resolved any time soon, if at all, and you are unlikely to receive any compensation for its removal. As for the other issues, you should consider if you want to let the dealer try and fix them again, or not-----

Well autonomous driving feature is not the end of the world but my argument is why wasn't I told and it would have been nice to have that cool feature.

2. Do you have proof (email or recording) that the dealer agreed to take the car back even after the 14 days cooling-off period expired, if the issues can't be resolved? If so, decide whether you want to exercise this option.

As the car was bough on line so it will be classed as distant sale so I can return the car. I have sent the email to the dealership and they have not contested it.

3. One thing to note: the supplying dealer and the finance provider are two separate legal entities, if they give you grief over this, you should try and argue that the supplying dealer was acting as a 'representative' of the finance provider, given that the finance provider was aware that the salespeople at the dealer were dealing with you as a customer on their behalf. Assuming this is a private lease (not business lease), you are in a much stronger legal position due to consumer rights protection legislation.

Thank you very much for the valuable insight , as I was worried that they dealership and finance company(Mercedes Finance) join hand and gang up on me.

Once again thanks for you help , will update you with the outcome.

 

[RajivRanjay]

Welcome.

Thank you very much ... feeling really supported here in the group

 

[Fastcar155]

Hi , I know it's of little concern to you but many of the electronic devices on my car have never really worked satisfactory and the largest says is I have reinstated Mercedes me

What joke that is , all I really wanted to do was to be able to close the windows if left open , not possible all though Mercedes says it is.

Locking the doors sometimes work , German electrical engineering at its best !

Great cars but complex electrial design seems to create issue for Mercedes

 

[RajivRanjay]

Well , I am taking them to the Motor Ombudsman, on the ground that the car is not safe and misrepresented from the dealership. I will update shortly.

 

[kam09]

Should have bought a tesla

 

[markjay]

Well , I am taking them to the Motor Ombudsman, on the ground that the car is not safe and misrepresented from the dealership. I will update shortly.

Best of luck.

Were you unable to hand back the car for full refund? You did originally say that this was an option.

And what are your expectations from the Ombudsman? That they make the dealer take the car back as it is unsafe to drive? Or are you looking to get financial compensation and keep the car?

 

[markjay]

Should have bought a tesla

This is a good point.

Tesla don't seem to go wrong any less than other cars, but owners don't seem to mind.... (this is true at least for those Tesla owners that I know).

I guess that when you buy a piece of tried-and-tested 100-years-old technology made by Germans you have different expectations regarding reliability to when you buy the equivalent of the latest iPhone on wheels...

 

[NJSS]

Well , I am taking them to the Motor Ombudsman, on the ground that the car is not safe and misrepresented from the dealership. I will update shortly.

A month has passed - any news yet please ?

NJSS