Dealer declined to update COMMAND map

[glasgow]

2017 R172 comes with 3 years free map update. Dealer on more than one occasion said they updated the COMMAND map (NTG 5). However, it still shows V8 2017.

On Searching the forum some dealers' software updater are not able to recognise the map version. Contacted MB complaint dept in Holland but not helpful. Here is a copy of the last email from them:

Thank you for contacting Mercedes-Benz Customer Service. I was truly sorry to hear of the outstanding issues your wife has experienced with her car and have ensured this has been escalated with Mercedes-Benz of ******* as the selling Retailer.

In regards to your Satellite Navigation updates, as per our previous feedback the navigation is up to date to the latest level available version for the SD card. Our Retailer have advised they have been confirmed this with our Technical Specialist Team. I apologise for any inconvenience caused but there is no further update at this time. Our Retailer have suggested if you remain dissatisfied with their feedback they would advise to contact an alternative Retailer should you wish to seek a second opinion.

. Please accept my sincere apologies for your experience however I fully trust our Retailer to assist in resolving the outstanding issues moving forward.

If you are unhappy with this final decision or feel this matter is unresolved, you can seek advice with an CTSI Certified Alternative Dispute Resolution provider. We are prepared to engage with The Motor Ombudsman to resolve your dispute. Further details can be found at www.themotorombudsman.org, or alternatively their telephone number is 0345 241 3008 selecting option 1.

Should you have any further requirements please do not hesitate to contact us.

Yours sincerely


It's 110 miles return journey to go to a different dealership. Inclined just to forget about it.

Understand dealers are not keen to do it as it's a couple of hour "unpaid" job However, I would like to hear people experience.

Many thanks for your thoughts

 

[markjay]

From memory, Richard mentioned that for some reason dealers don't always have the latest version showing on their systems.

But if you think the issue is that the dealer can't be bothered to download/install the maps update, then perhpas you can agree with them that they will simply generate the free PIN for the latest maps on VeDOC and give it to you, and you will then download/install the maps yourself?

 

[Richard Hunter]

Hi,

The previous owner of my current car had the car dealer serviced (Epsom) for its first 2 yrs and 9 months and never did they perform or offer an update.

When I got the vehicle - I had to be very persistent with my local dealer (Croydon) to get both the maps and the Comand firmware updated (before my 3 years was up). After crashing at the first attempt, the car had to be left overnight after a reset to get the updates completed - so it was on the ramp for several hours.

Speaking the Service Manager (who was quite helpful actually) - they are reluctant to perform updates because of the time and risk of complications. It seems most MB customers (like the previous owner of my vehicle) either don't know or aren't bothered about updates.

Mine was done in Feb. (so probably also now out-of-date) - but here's where I got to:

I hope if you decide to challenge your dealer again - you can convince them that you are entitled to an FOC update!!

 

[glasgow]

Thank you all.

Life is too short to argue and the MB command is not the best navigation anyway. I will just forget about it.


Many thanks again

 

[Ted]

Just been out and checked mine
R172 audio 20
https://photos.app.goo.gl/4CWTG5q7Uw2RydRu9

 

[wongl]

Hi,

When I got the vehicle - I had to be very persistent with my local dealer (Croydon) to get both the maps and the Comand firmware updated (before my 3 years was up). After crashing at the first attempt, the car had to be left overnight after a reset to get the updates completed - so it was on the ramp for several hours.

Croydon MB is a bit rubbish in updating the maps FOC. They told my daughter to download the maps via a URL for her 2016 W246. She eventually managed to download the update but needed to lookup the internet for a login and password. Even then the download repeated failed and she had to further lookup the internet for hints on how to get the download completed. It worked in the end, but not sure if the traffic updates are working as I am in HK and my daughter prefers to use Google Maps via Carplay on her W246.

 

[alabbasi]

When I got the vehicle - I had to be very persistent with my local dealer (Croydon) to get both the maps and the Comand firmware updated (before my 3 years was up). After crashing at the first attempt, the car had to be left overnight after a reset to get the updates completed - so it was on the ramp for several hours.

That's probably why they're reluctant to do the update. They don't want to own the problem if it turns into a sh*t show that takes hours to fix.

 

[Seyley]

Just for point of reference, the 2019/20 update is version 12 for the SLK/SLC. Had mine done 2 months ago in about 3 hours, (let's assume, an hour for them to get to the car in the service queue, an hour and half to upload and verify that the upload is okay in it's own right. Then check the diagnostics to ensure the upload hasn't 'knocked' any other digital system out of place, then 30 mins to bring it off the ramp and park it).

Our situation was that the previous owner hadn't bothered to do the updates and that this was the last chance before the 3 years were up. (OT, spent £277 renewing the Mercedes Me software services for another 3 years! Kudos to you if you got the services for life).

I hope that helps!

 

[Abbz]

I just bought a GLC from Croydon last month and found the sat nav to be so slow at loading. I reported it to them and they booked it in for me with a loan car and updated the software without any questions. It seems to have resolved the issues I was having

 

[rf065]

and updated the software without any questions.

Have you verified this? I'd asked that COMAND was updated at both of the first services my car had, and each time they told me it had and the service paperwork backed that up. But on checking the version number on the screen, they had simply lied to me and both times it had to be booked in again to get updated.

 

[Abbz]

It's shows 2018 now and previously was either 2015 or 2016. The car is a 2016 so would not show 2018 if weren't updated ?

 

[Riva811]

I was quoted to do a map update on my NTG3.5 and they had to keep the car overnight anyway because they broke my sparks plug base while attempting to take the spark plugs out
I was told the next day the car is ready to pick up and there wont be a charge for the navi update. I had a look at the car and at a first look, it seemed like nothing was done. iCarsoft diagnostic on the comand unit reports 1 failed programming attempt. So yes I guess its too much trouble to update especially if they dont have a very good internet connection at the workshop and your updates are large and also nobody sticks around overnight to make sure the update completed.

 

[Srdl]

Just had my first A Service today at MB Southampton and they updated the Comand maps without even being asked (and, yes, I did check on the screen before I left them!). I hadn’t bothered to ask because I just wanted a quick while-u-wait service this year and I thought the map updates could wait until next year when they will have the car for the longer with a B Service.

 

[richard]

glasgow - looking at the pictures, I don't think you have COMAND - you have Audio-20-nav-capable with the Garmin SD card.

I don't think Audio-20 comes with 3 years of free map updates - only COMAND does

R

 

[markjay]

I just bought a GLC from Croydon last month and found the sat nav to be so slow at loading. I reported it to them and they booked it in for me with a loan car and updated the software without any questions. It seems to have resolved the issues I was having

1. The software update is usually charged at ~£50, or the dealer will do it for free if you complain about issues with the infotainment system (COMAND or Audio20) during the warranty period (new car warranty or Approved Used warranty).

2. On COMAND systems, updating the infotainment software will also update the built-in navigation software.

2. On the Audio20 system, the optional Garmin Map Pilot navigation has separate navigation software on an SD-Card which needs to be updated separately to the infotainment system software update.

3. Maps update are free for the first 3 years, but only on the COMAND system.

4. Maps updates on Audio20 with the optional Garmin Map Pilot navigation are free for the first 60 days (from memory).

5. In either case a buyer of a second hand car will be well advised to request that the maps are updated prior to agreeing a sale... it can be difficult to get the dealer to update the maps for free after the sale is completed.

 

[Carl38]

I have the garmin map pilot system in my 2016 A class which has the Maps on the SD card, brought the car a few months back.
I have updated the maps twice now the completed the latest V14 2020 maps last night.
If you register on the MB website and install the download manager from the MB site as well,

Collection Site - United Kingdom

If the firmware needs to be updated you will automatically get free map updates for a period of time.

This is what I did and it has worked so far.

Register on the MB website and install the download manager (link above)
Insert SD card into laptop or PC
Open the program and log in
The download manager will tell you if you have any updates
It will update the firmware first
Remove SD card and insert it back into the car
Let the system update
Once completed (in the car) remove the SD card
Insert back into laptop
You should then be able to update the maps

 

[wongl]

I have the garmin map pilot system in my 2016 A class which has the Maps on the SD card, brought the car a few months back.
I have updated the maps twice now the completed the latest V14 2020 maps last night.
If you register on the MB website and install the download manager from the MB site as well,

Collection Site - United Kingdom

If the firmware needs to be updated you will automatically get free map updates for a period of time.

This is what I did and it has worked so far.

Does this update the live traffic too?

 

[Carl38]

Not sure as I dont have live traffic.

 

[Wheelnut58]

I got my car back today from Mercedes Wakefield, I asked them about map update on comand as it had not been updated from new and was showing 2014/2015 v11 they agreed that at some point it should’ve been done so agreed after the deal was done to update it for free so I’m highly delighted with their service,now trying for live traffic