corroded rear subframe warranty

[ABL]

Hello,
I'd appreciate advice from anyone who has been in a similar situation please....
We have a 2011 C class, bought in 2014 from a MB dealer and we've kept up the full MB service history from dealers across the northwest. It has been found to have a corroded rear subframe on latest servicing on 2nd December and declared too dangerous to drive. The problem we're having is that our car has been at the dealership in Cheshire oaks since then (over 1 month now) and they can not tell us when it will be repaired or offer us a replacement vehicle. We tried calling them many times in the first 12 days but then they got quite abrupt. So I emailed the Mercedes Benz complaints team on 14th Dec who say on their site they will answer queries in 3-5 working days. Having not heard back 5 working days later, I followed up with phone call on the 21st of Dec. The man I spoke to was very apologetic and said they would investigate and get back to me in 3-5 working days (telephone number and email confirmed). I appreciate it was Christmas week but that was 2 weeks ago ( 7th working day today). We're having to rent cars weekly to get to work (which has been more expensive over the festive period), as they refuse to give us any time frames. What would you do?

 

[Petrol Pete]

Hi ABL and welcome . The internet and this forum in particular has covered (and is still covering) this issue. Mercedes Benz are fully aware that this subframe is sub par and have been trying to dodge the issue.

A few years ago this issue was a dripping tap , but as time goes on the drip gets faster and bigger as more and more sub frames turn up not fit for purpose.

Anecdotal 'evidence' says that all of a sudden MB now have an unusually large stock of this particular subframe.

MB have tried fobbing people of using 'non full service history' . Pointing out that the rear sub frame is not a service item has helped some.

When you investigate deeper you will find cases where MB has simply replaced the subframe free of cost...and cases where people have had their car scrapped.

Fight them.

 

[ABL]

Thanks Petrol Pete
They have agreed to do the work free of charge as we've ticked all their boxes but the catch is they can't tell us when. And they have to hang on to the car till it is done with no replacement.

 

[markjay]

Hi ABL and welcome. Are you saying that the dealer hasn't confirmed yet if the failed rear subframe will be replaced FOC? Or have they confirmed FOC repair but have not given you a date when the part will arrive and the work carried-out?

 

[ABL]

Hi ABL and welcome. Are you saying that the dealer hasn't confirmed yet if the failed rear subframe will be replaced FOC? Or have they confirmed FOC repair but have not given you a date when the part will arrive and the work carried-out?

Hi markjay, thanks, they've agreed to do it FOC but can't say when. They've said it's too dangerous to drive back from their garage and they have no courtesy cars available while we wait.

 

[GP801]

It is very frustrating. Our SLK was at the dealer a total of 6 weeks. It took 4 weeks for MB to approve the repairs perhaps on account of it being from 2005. We were initially told the part was available in 5 days from Germany and then not until 10th January. A polite but firm discussion with the senior people at the dealer produced an E220 coupe courtesy car. The part actually turned up more quickly than expected and it was back with us on 21st December. Try talking to the dealer again. The courtesy car is usually at their discretion. Good luck.

 

[mioba]

They corrode inside out and as you have full MBSH use this as your stick to beat them with, many people have had them replaced without having full MBSH either at no cost or with a contribution. Keep on thier heels

 

[grober]

The date of manufacture of your car places you in the at-risk cohort. My guess is the dealer is awaiting the part from Germany and it's on backorder. Other MB dealers who have rear sub frames in stock will be hanging onto them as MB authorised replacement work will be a tidy earner for them.

 

[ABL]

The date of manufacture of your car places you in the at-risk cohort. My guess is the dealer is awaiting the part from Germany and it's on backorder. Other MB dealers who have rear sub frames in stock will be hanging onto them as MB authorised replacement work will be a tidy earner for them.

Good to know, I might try asking if we can move it to a different dealership who might have it in stock already.

 

[bob6600]

If they have no cars available insist they source one from another dealer or pay for you to hire one. They have admitted liability for the repair and it's not your fault the car is off the road.

 

[SpikyMikey]

Write to the dealer principal enclosing your car hire invoices, suggesting (in the nicest possible way) that they cover the cost of these until the repair is completed?
It may have the effect of concentrating the effort to rectify your issue.

 

[grober]

They are part of the multi franchise Inchcape group-don't know how many MB dealerships they have? they may simply have run out of subframes About Us |UK's Leading Franchised Retailer | Inchcape

Complaints

Resolving Customer Complaints - Inchcape are one of the leading franchised retailer groups in the UK, partnering many of the world's best brands.

www.inchcape.co.uk

 

[markjay]

While it can be argued that the OP shouldn't complain too much as he's getting an FOC replacement, the issue is the poor customer service he received from both the dealer and MB UK.

No information, no updates, no estimated delivery/repair dates, and they're not even returning his calls or emails. Very poor show from a 'top German marque'.

Perhaps he should try escalating by complaining directly to Daimler Benz in Stuttgart, highlighting the very poor response he had from their various UK representatives.

 

[ABL]

Thank you all. Just as an update- I've now received an email from MB customer services saying they have investigated and also can't give a time frame for the part arriving. They also said any courtesy car will be at dealer's discretion. The dealership won't even give a date in the future when a courtesy car maybe available. MB customer services said if I'm still not happy I can contact the motoring ombudsman. I did that and if they can help at all, they will aim to resolve the issue within 6 months!
I'm going to see if moving to a different dealership will help.
Otherwise, I'll try escalating it as suggested by markjay and grober - thanks both.
I wonder how many complaints are needed to reach someone sensible?
I'll update on here till resolved so others know, and please keep your suggestions coming.

 

[st13phil]

the issue is the poor customer service he received from both the dealer and MB UK.

I agree that the level of customer service is poor, but I'm not sure that the OP has any enforceable remedy.

That the subframe has failed prematurely is not in question, and the dealer / MBUK have agreed to replace it FOC which is all good.

The issue is that the OP's car has been declared unsafe to drive meaning that the OP has to source alternative transport until such time as the repair is completed, and the dealer / MBUK either cannot or will not give any indication when that will be.

What I'm absolutely certain of is that neither the dealer nor MBUK are liable for any consequential loss (e.g. car hire costs) resulting from this, so that leaves the OP at their mercy. We can all argue that this is morally unreasonable, but I don't see any way the OP will get replacement transport at the dealer's or MBUK's cost other than on a goodwill basis, and they have both flatly refused that. Sorry to be the bearer of bad news, but that's the way I see it.

What would I do?

I would pay the Dealer Principal a personal visit, gently explain the problem and ask for their help. Even if they really cannot provide a loan car from their own pool, Mercedes-Benz have agreements with car rental companies to provide rental vehicles under the Mobilo scheme at far lower rates than available to the public so how about the DP arranging something via that route, with the OP offering to pay a proportion of the rental cost? In other words, offer to meet them part way (however much that may stick in the craw) rather than demanding something. At worst it will cost an hour or so of the OP's time, and at best he'll get mobile again.

 

[pmcgsmurf]

I'd ring another dealer outwith the group and enquire as to the availability of purchasing/ordering a replacement subframe then take it from there.

 

[Rory]

Who have you spoken to there? I think the gloriously titled After Sales Director (ie Service Manager) is still Dave Farrar - he's been there since they were MB Chester, so a good few years. I used to use Chester and the person in the job used to change every couple of years.

I think the General Manager is John Stanton - he's pretty new, but he did come from MB Stockport.

I don't know what to do for the best - I used them in Chester for manay years and they were never great to be honest. In my dealing with other marques, I've generally found Service Managers to be the most helpful. If you're just talking to Service Advisors then they're there to fob you off (as in MB UK Customer service).

Is the part really unavailable? Could be they're struggling with staff and don't want to tie people up on a big job at warranty rates when they could be banging out £600 services in an hour.

 

[ABL]

Just as a final update, we got our car back 7 weeks after we took it in.
Mercedes customer service called me on the 14th of January to say the dealership had informed them the part would be arrive within 10 days. Got a call from the Cheshire oaks dealership on Wednesday 19th Jan to say it had arrived but they were on unsure when the work would be completed. Another call the next day, Thursday 20th Jan to say the work was complete and we could pick up the car. We are still awaiting the service report which I suspect we will never get.
What we learnt from all this is the Mercedes warranty document serves customers poorly by allowing for your car to be taken off the road for an indefinite period without consequences for Mercedes or their dealerships.
Secondly, the service varies significantly across dealerships, so if you come across one that is not helpful from the outset, move to another. Our roadside assistance could have towed our car somewhere else if we'd realised what would happen early enough.
I'm cancelling both our MB service plans and selling both cars in the next few months. I expect better service for my money. Good luck everyone!

 

[Petrol Pete]

Great result . I get the feeling MB are going to be replacing a fair few of these sub frames over the years , and so they should.

 

[Fastcar155]

Hi , it does make you think how many of these cars with potentially dangerous subframe are on the road ?

I am surprised that the DVLA has not been made aware of this problem or perhaps they have and decided no action is required.

I can remember another car manufacture who had major corrosion issues in the 1970s and pulled out from the UK market.