Customer Service?

[219]

I think it is the other way round - the car ECU has to be coded to accept the individual key - oh , and be sure to get all missing keys deleted from the ECU so that they no longer work - who knows where the missing key is or who has it ?

I'm so pleased that my keys have no electronics and are only £22.50 from the dealer

Think what he means is the keys already come coded to the car when ordering a new one. Same for most Mercedes[/QUOTE]

So , do individual electronic keys no longer have their own unique identity ?

I get that there might be an identity associated with the car , but without each individual key being different , how would you delete a lost key from the car's ECU so that if it falls into the wrong hands it will not start the car ?

 

[markjay]

Last time I ordered a key form MB.... the dealer asked for V5, proof of identity, and VIN number. When the key arrived a week later, it was already coded to the car. In fact I drove to the dealer in a different car, so the dealer never saw the car I ordered the key for.

 

[jaymanek]

Think what he means is the keys already come coded to the car when ordering a new one. Same for most Mercedes

So , do individual electronic keys no longer have their own unique identity ?

I get that there might be an identity associated with the car , but without each individual key being different , how would you delete a lost key from the car's ECU so that if it falls into the wrong hands it will not start the car ?[/QUOTE]

They do. The cars ECU is pre programmed for up to 8 keys. Car is supplied with the initital two. If you order one, you are sent one of the other pre programmed 6.
If you need to disable a lost key, the star system simply blocks the lost key in the ignition switch.

Last time I ordered a key form MB.... the dealer asked for V5, proof of identity, and VIN number. When the key arrived a week later, it was already coded to the car. In fact I drove to the dealer in a different car, so the dealer never saw the car I ordered the key for.

Well that shouldnt have happened. When they hand the key over, they are supposed to see the car and sign some forms with you.

 

[markjay]

...Well that shouldnt have happened. When they hand the key over, they are supposed to see the car and sign some forms with you.

It was some years ago now... things may have changed since. It was a W210 which had the mobiliser chip inside the key, but from memory the lock/unlock fob was not integrated into the key.

 

[JohnEclass]

Progress report...

Well the promised phone call to make arrangements did not happen, no surprise there, so yesterday I rang them... the salesman is not in, ok put me thro to Tony (Tech),I speak to Tony, he says, salesman not in?... that's funny just seen him!
Anyway arrange with Tony to take car back to Mercedes Manchester again , they did not offer to come and get it as I suggested.
Gave me a 65 plate E220 CDI which is ok.
I have activated the Mercedes Me app... I don't think they know this.
This tells me that tonight at 10.30pm my car is parked in Reddish (I'm guessing at someones house?), in a secure garage or on the street... who knows. I've just dropped them a line to ask them! with a screen shot from the app showing the car location, including which street its on (Very good app )

I may be visiting them tomorrow for a chat

 

[Tiim533]

I may be visiting them tomorrow for a chat

I've been following this thread for what seems like ages.... I can only say that you have the patience of a saint.

 

[Codger49]

I think I would be getting close to being Mr Angry by now, that doesn't look like the type of road I would leave my Merc parked in overnight.

If you're still within the 30 days limit, I would go for the straight rejection now.

 

[timwood2000]

I agree with Codger49

They are now lying to you, fobbing you off, ignoring you and now without your permission, allowing employees to take your car home for the weekend. I realise they may need to use the car to try and have the fault reappear, but they should have at least agreed this with you. Will be interesting to see how many miles they add.

Your patience is admiral, but it's time to call it a day.

Good luck.

 

[markjay]

....I realise they may need to use the car to try and have the fault reappear, but they should have at least agreed this with you....

Had this with a Vauxhall dealer, new car with intermittent fault, theu kept the car for a week and told me that one of their techs will be taking it home every day. Eventually they managed to identify and fix the faults. So not necessarily unreasonable, but yes they should have informed the customer.

 

[Delayed Steve]

Isn't Reddish in Stockport Greater Manchester?
Could it be a storage facility for MB Manchester?
It could be totally innocent.
Yes, I agree this guy has been very patient but if he likes the car then maybe he wants to keep it

 

[neilrr]

I think you are overreacting.

What do you expect the salesman to do for you? Is he going to fix it for you? He's already told you there's nothing he can do.

With an intermittent fault like this they are going to have to drive the car. Stop obsessing & worrying about where it's parked at night, the streets are full of MBs (& better cars) which make it through the night without incident.

You've got a car to drive in the meantime, just leave them to get on with it.

 

[JohnEclass]

I think you are overreacting.

What do you expect the salesman to do for you? Is he going to fix it for you? He's already told you there's nothing he can do.

With an intermittent fault like this they are going to have to drive the car. Stop obsessing & worrying about where it's parked at night, the streets are full of MBs (& better cars) which make it through the night without incident.

You've got a car to drive in the meantime, just leave them to get on with it.

No the salesman wont fix it... he just took £30k and wants to wash his hands of the problem. Nothing he can do...but take money, agreed, but I think it reasonable that as the point of contact he deals with me not just fobs me off and pretends hes not in!
You might not give a toss about your cars, but I do, so reserve the right to obsess / worry and get angry when a dealership takes the pi$$.
But when all's said and done your opinion is your opinion and just as valid as anyone else's.

 

[markjay]

It needs to be seen in context.... these things tend to have an accumulative effect.

If you are treated efficiently and emphatically throughout, then you tend to be more understanding, and more likely to forgive when something does go wrong.

But when you're given the go around from the start and everyone seems to shrug you off, then finding-out that your car is parked outside someone's house can simply be the last straw.

 

[timwood2000]

Any update please?

 

[JohnEclass]

Any update please?

Ok so picked the car up this morning on way to work...

Sincere apology received, "you should not have had to bring car back 3 times etc" from the Tech not the salesman who was nowhere to be seen.

MIL light has stayed off... so far but only done 20 miles, it took 50 miles the previous 2 occasions. The Tech tried to justify the 200 mile 'test drive' over the weekend... nice visit to Tatton Park on Sunday for someone. But not going to obsess over it
The car was washed and valeted again... upside of it keep going back... ive not actually had to wash it yet!
They put 3/4 tank of diesel back in... ok fine
The last niggle is the spare key, I could not help but laugh as it was explained to me that although MB had sold me the car, have receipt, I'm on Mercedes connect as the owner (which is why the app app allowed me to follow every movement of the car) they cannot code a key until I produce the V5... which has still not arrived from DVLA... but that's only a a matter of time so can relax on that issue.

All in all I really like the car, if I can actually have it in my possession for a while and get a couple of years reasonably trouble free motoring I will be a happy MB owner.
My CLK did not cause me any real hassle / the E320 had a few minor issues (including missing spare key from same dealer) it seems the more I spend the more issues I end up with

Anyway have been looking at the threads on C43's... now that would be my next choice, but need to move house first! so will look at keeping the C300 for 2 years and give it a real long term test / review.

Thanks for all the comments, I might not always agree, but hey thats what a forum is all about, and this is the best one I've ever been involved with :bannana:

 

[AMGeed]

Fingers crossed that's the end of your MIL light problems. Now to just enjoy the car.

 

[Deleted member 6183]

Mothers In Law come with lights now?

How convenient.

 

[JohnEclass]

Mothers In Law come with lights now?

How convenient.

Now dont get me started on that one!!!!

 

[JohnEclass]

Well today I finally got my spare key, coded to car and missing key deleted.... only taken since 24th August!

The only annoyance being I had to speak to LSH Mercedes Customer service and register a complaint.... and bingo next day I get a call, can you call in so we can sort your spare key out.

I seriously hope that's the start of a couple of years hassle free motoring!!