Car at Mercedes for 4 weeks, plus they cant source part for repair

liam1987

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My car went into Mercedes on 29/01/21. 3 years old car yet needs a replacement adblue tank. besides that point they can not source a new tank so have ordered one from Germany. I was advised i can't take my car back as its not safe EML/ADblue might not start. They have no courtesy cars and are not willing to provide a hire car. They have no date for when I will get my car back. Do I have anything I can do as I need a car ? bill is already over £2000 so don't want to pay extra for a hire car. Thanks
 

markjay

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Is this a part that you might be able to find second-habd on eBay? If so, then get the part number from the dealer and Google for it. If you find it, then next look-up a good independent specialist in your area, take the car there (on a flatbed, if it's not driveable), and ask them to fit the second-hand adblue tank for you.
 

Smiley

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I have no knowledge of this problem....if it were my car I would be curious to know why the car needs a replacement adblue tank. The reason that it is taking so long to obtain is probably because not many are ever sold as spares - so what has happened to yours? Not saying that they are incorrect but I would be curious.
 

Dryce

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I have no knowledge of this problem....if it were my car I would be curious to know why the car needs a replacement adblue tank. The reason that it is taking so long to obtain is probably because not many are ever sold as spares - so what has happened to yours? Not saying that they are incorrect but I would be curious.

Occasional problems with adblue tanks have been reported elsewhere.

Sounds like there is corrosion / failure of sensor in the tank. Whole tank needs replacement.
 

Dickster

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My car went into Mercedes on 29/01/21. 3 years old car yet needs a replacement adblue tank. besides that point they can not source a new tank so have ordered one from Germany. I was advised i can't take my car back as its not safe EML/ADblue might not start. They have no courtesy cars and are not willing to provide a hire car. They have no date for when I will get my car back. Do I have anything I can do as I need a car ? bill is already over £2000 so don't want to pay extra for a hire car. Thanks
It is bad enough that you have to pay for a new tank on a three year old car (why are you paying for it?) and then they can’t provide a courtesy car? That’s shocking service.
 

KennyN

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Here you go : MERCEDES BENZ E220D W2B 2018 AD BLUE TANK A2054701902 | eBay

Cant see any reason you cant have your car back as you seem to be paying for the work anyway as it will be out of warranty.

Did they say what is wrong with the tank as it seems a bit vague , it looks like just a tank with a small pump so not much can realistically go wrong apart from the pump or a leak from the tank itself.

K
 

Petrol Pete

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Just out of curiosity does anyone know where this tank is located on the OP's car ? Might be a nightmare in workshop hours , hence the cost 🤷‍♂️ . I am not going to go into the fact that a major part of a 3 year old E class has rendered the car useless, even if it was a 250K mile E class taxi or a much cherished weekend car. Should not happen.
 

Headhurts

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I would be reluctant to source a used unit in case it has the same issue as yours.

It is worth asking dealership to request some financial help from Mercedes.

Quite a few parts are made abroad so COVID could slow the whole process.

Overall compared with the likes of Lexus/Toyota and others Mercedes after care seems pretty poor.

Good luck with your repaires.

Robin
 

SMS

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Just got our delivery of adblue tanks, well two of the three. They have been back ordered for months.
 

grober

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DEF= diesel exhaust fluid= adblue. This is for an ML but the tank and components/operating principles will be similar---its not just a " tank" but a"" dosing system " complete with pump ,heating elements, thermocouple etc the failure of any of these components is going to give you adblue fault codes.
 
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Cabriomat

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Overall compared with the likes of Lexus/Toyota and others Mercedes after care seems pretty

This.
We had a used 2 year old Rx300 for about 8 years, bought witht the lexus used warranty and serviced at lexus, about 6 years into ownership and way out of warranty a part went *its up, they couldn't get the part from stock as it never went wrong, so was unusual.
The part was about £5500 special order from Japan +£600ish labour.
Because of the unusual problem, full lexus history, lexus branding image etc etc, they gave us the part for free and we got a 20%discount on labour.!

I phoned head office to query such a bizarre thing to happen. I didn't give my name or details of the dealer doing the work, but the lady on the phone knew exactly who I was and all the circumstances around the issue because it was so usually, she said words to the effect...don't read anything into our goodwill gesture other than it is simply a goodwill gesture from Lexus, as we understand if we didn't help in this situation you were most likely to scrap the car and not recommend Lexus as a brand, for lexus as a company to lose £6k for a good customer and keep the reputation is more than worth it.

Lexus ARE the best brand for customer satisfaction, if only other manufacturers would follow suit....or lexus made cars more suitable 😁
 

Tuercas viejas

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This.
We had a used 2 year old Rx300 for about 8 years, bought witht the lexus used warranty and serviced at lexus, about 6 years into ownership and way out of warranty a part went *its up, they couldn't get the part from stock as it never went wrong, so was unusual.
The part was about £5500 special order from Japan +£600ish labour.
Because of the unusual problem, full lexus history, lexus branding image etc etc, they gave us the part for free and we got a 20%discount on labour.!

I phoned head office to query such a bizarre thing to happen. I didn't give my name or details of the dealer doing the work, but the lady on the phone knew exactly who I was and all the circumstances around the issue because it was so usually, she said words to the effect...don't read anything into our goodwill gesture other than it is simply a goodwill gesture from Lexus, as we understand if we didn't help in this situation you were most likely to scrap the car and not recommend Lexus as a brand, for lexus as a company to lose £6k for a good customer and keep the reputation is more than worth it.

Lexus ARE the best brand for customer satisfaction, if only other manufacturers would follow suit....or lexus made cars more suitable 😁
Yes Its a mantra of Toyota Lexus .
Their posture is to maintain the highest customer loyalty in the business.
From an independent repair shop position their scan tool system is unbeatable for a professional shop with annual subscription of $1350/annum .
In any case MB is having huge supply chain problems here in the US.
I/We spend about $300,000 per annum on parts, and some stuff is back ordered or months.
All made super complicatd by a Class Action Law Suit over Bluetec related vehicles & related components
Tuercas Viejas
Certified Hybrid Toyota Lexus Tech
 

grober

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MichaelG79

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I would speak to the service manager and ask him/her if mercedes will offer any goodwill as it's just out of warranty. Regarding parts, I know the commercial side of MB used to be able to get parts from Germany within days until Brexit and can take over 2 weeks now
 
OP
OP
L

liam1987

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So the problem is the adblue level sensor not working. Its a sealed unit so unfortunately the whole tank needs replaced. More annoying is its approved used so comes with a 1 year additional warranty. But as I bought the car at 2 years 3 months old and owned it for a year the warranty is now up. Car is only 3 years 8 months old now. Apparently the warranty runs from the day you buy it, not added on to manufacturer warranty. So waste of money.
 

jimjamiejames

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This.
We had a used 2 year old Rx300 for about 8 years, bought witht the lexus used warranty and serviced at lexus, about 6 years into ownership and way out of warranty a part went *its up, they couldn't get the part from stock as it never went wrong, so was unusual.
The part was about £5500 special order from Japan +£600ish labour.
Because of the unusual problem, full lexus history, lexus branding image etc etc, they gave us the part for free and we got a 20%discount on labour.!

I phoned head office to query such a bizarre thing to happen. I didn't give my name or details of the dealer doing the work, but the lady on the phone knew exactly who I was and all the circumstances around the issue because it was so usually, she said words to the effect...don't read anything into our goodwill gesture other than it is simply a goodwill gesture from Lexus, as we understand if we didn't help in this situation you were most likely to scrap the car and not recommend Lexus as a brand, for lexus as a company to lose £6k for a good customer and keep the reputation is more than worth it.

Lexus ARE the best brand for customer satisfaction, if only other manufacturers would follow suit....or lexus made cars more suitable 😁
Just out of curiosity did you get another lexus after that car?
 

Cabriomat

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Just out of curiosity did you get another lexus after that car?

We went our separate ways after that 🤪 she kept the RX for a few years after, I had a few Ls400s after but then went down the Mercedes SL route and there's no Lexus that's comparable, I did get an S class but would have rather had a Lexus 460/600 but they aren't homologated for towing.
I would get an LS now or another lexus if they fit the criteria of car I want, but lexus don't do a nice convertible.
 

Monkeylegend

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Just out of curiosity does anyone know where this tank is located on the OP's car ? Might be a nightmare in workshop hours , hence the cost 🤷‍♂️ . I am not going to go into the fact that a major part of a 3 year old E class has rendered the car useless, even if it was a 250K mile E class taxi or a much cherished weekend car. Should not happen
It is located in the spare tyre well in the boot.

The adblue issues are pretty common it seems with the pumps failing and NOx sensors rusting away in the exhaust, costing several £'s for the sensor of which there two on some cars, maybe all cars.

Mercedes are replacing some free of charge or with a contribution for goodwill if the car has a Mercedes history but it seems to depend on the dealer.

I have been looking to replace my car but am now avoiding any car advert that says bluetec of mentions adblue in any form.
 

NOMONEYBUTAMERC

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Unfortunately you have not one , but two problems . Our newest additions to our large diesel compressor fleet all have either Deutz or Cummins engines and are the most problematical ones , largely due to sensor problems ( also aggravated by the fact that a lot of our customers don`t check the levels frequently enough ) . The second part of the problem is that millions of parts en route from Germany , or elsewhere in the EU for that matter are stacked up on a dockside "somewhere". We have four compressors which were despatched from Germany over a month ago and are apparently now in Calais awaiting Customs clearance. That`s over £200k worth of kit which we have customers desperately waiting for . Whoever developed the pigs pee additive certainly provides p155 poor performance.
Speaking to a number of suppliers recently it is also apparent that supply of many products are drying up due to manufacturers having used up all their stocks and either now in lockdown or working with reduced staff. These problems are further compounded by people/companies stockpiling because of either/ or Brexit and Covid. On monday I ordered three alternators . Yesterday we decided to put two more on the shelf ,none available for " two to three weeks" .
With regard to your car , if the dealer is the one that sold you the car I would suggest you have a word with the dealer principal and insist on having a loan car . Must be something "around the back of the garage" that has been traded in . Personally I will never buy a "bluetec"vehicle.
 

ernie

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So the problem is the adblue level sensor not working. Its a sealed unit so unfortunately the whole tank needs replaced. More annoying is its approved used so comes with a 1 year additional warranty. But as I bought the car at 2 years 3 months old and owned it for a year the warranty is now up. Car is only 3 years 8 months old now. Apparently the warranty runs from the day you buy it, not added on to manufacturer warranty. So waste of money.
So..is that an 'aftermarket' warranty as opposed to MB? I would argue strongly that that warranty was mis-sold because it is effectively only valid for 3 months.

Ernie
 

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