Dealing with horrific authorised repairer service

[starlight]

Yep this all smacks of the dealer having little expertise with ABC. It would seem from owners experiences that a good indie who knows the system inside out is a far better bet than a dealer who will make you throw money at the problem.

Totally agree, but I still come back to the point that MB should have a much better grip of repairer's standards, whether it's a no-brainer A-Class or an old R230.

Off the topic a bit, but here's an example of when you really must go to an indie. Part of the instrument display on the SL developed a fault with the pixels and an 'ink blot' appeared. Dealer solution: new cluster, £1,400 to supply and fit.

Alternative: scrap cluster (£300), fitted by indie (and believe me it's not a straightforward job) for £250 labour.

 

[lxi]

The fundamental issue is the fact the MB dealers are rarely allowed to repair, only replace. The rationale is partly understandable as replacement is obviously brand new & comes with 2 years (?) warranty, whereas a repair may fail again then you have a potentially difficult problem managing customer expections

 

[starlight]

The fundamental issue is the fact the MB dealers are rarely allowed to repair, only replace. The rationale is partly understandable as replacement is obviously brand new & comes with 2 years (?) warranty, whereas a repair may fail again then you have a potentially difficult problem managing customer expections

Fair point.

 

[oldguy57]

^^^ Yes that is a point and to be fair, replacing faulty components with brand new stuff will satisfy a lot of their customers who don't want to have used stuff fitted or wait around whilst they try and repair something and who don't care about the cost.

 

[Voyager]

I had a recurring problem with an official dealer and had all the usual excuses from the customer managers who are highly trained to give excuses and extract customer's money. In the end I wrote to the main board of MB in Germany. Had a very polite letter back from them apologising and MB UK phoned the next day to say instruct the repairs and they would pick up the tab. When I took he car back to the dealer it was all sweetness and light.

I've been fortunate in finding a very good independent and haven't looked back. MB official garages are more trouble than worth. My view is keep the car but don't become preoccupied about a FMB history - it really doesn't matter on a car that age. And keep the car and enjoy it. Only sell it when it when it has something really big go wrong.

 

[starlight]

I had a recurring problem with an official dealer and had all the usual excuses from the customer managers who are highly trained to give excuses and extract customer's money. In the end I wrote to the main board of MB in Germany. Had a very polite letter back from them apologising and MB UK phoned the next day to say instruct the repairs and they would pick up the tab. When I took he car back to the dealer it was all sweetness and light.

I've been fortunate in finding a very good independent and haven't looked back. MB official garages are more trouble than worth. My view is keep the car but don't become preoccupied about a FMB history - it really doesn't matter on a car that age. And keep the car and enjoy it. Only sell it when it when it has something really big go wrong.

It's also my experience that service managers have a platinum-standard ability when it comes to excuses. Although I could probably draw a schematic of the ABC system, discussing the need for sequential repairs with the service manager was like eating soup with a fork.

I'm very attracted to the idea of writing to MB in Germany. I had thought of MB UK, but going a step above might be better.

Do you by any chance still have the contact details for Germany?

I've been really enjoying the car fault-free for the last three months (wow!). The only problem with keeping it until disaster strikes is that the disaster might come in the form of SBC failure - no SBC, no way to get rid of it without a major financial hit.

 

[Druk]

Good point, Druk. Yes... I know. I think I'm right in saying that the SBC system was changed on a number of affected models in the fairly early days, but MB left out the R230. Also understand that MB would be likely to contribute to the cost of a failure for cars (with an service history) up to 10 years old but not after that.
It's a ticking time-bomb.

That was the case up until a couple or so years ago but they then decided it was costing too much and reneged.

A very good indie for any repairs would be a good place to start.
Where about are you in Scotland?

Bump?

 

[grober]

Some of what follows has been discussed in a technical thread. This narrative brings the story up to date with a further development and asks the question: what do you do when an M-B authorised repairer turns out to be a nightmare and there's no easy alternative?

The car in question is a 2003 SL500 (R230) with 54k miles on the clock.

After running the gamut of the usual problems - mainly caused by defective seals - the ABC system started playing up. Malfunction:ABC Visit workshop.

I'd had a bad experience with a local indie and took the car to the the local M-B franchisee, who replaced a strut (£1,300). When I called to collect the car, it couldn't be driven. On the turn of the key, a red warning: 'ABC: Drive carefully'.

I left the car with the workshop. They replaced the tandem pump (£1,377). I reckon there are three possible reasons why the pump failed after the strut: (1) couldn't cope with the new strut; (2) fluid contamination; (3) air in the system. Spoke to the service manager, of course, and after 30 minutes of 'smoke and mirrors' I just had to give up on getting an intelligible explanation.

Next up, four days later, another malfunction warning: 'ABC: Visit workshop'. But a few miles later, after the car was booked in again,the front offside suspension collapsed. The dealer recovered the car (that, incredibly, took some persuasion on my part). Turned out to be a snapped connecting rod. I'd feared it was the strut, of course. Repaired FOC. Cost (discounted): £120.00.

After a lot of soul searching (thought the worst just had to be over), I decided to keep the car and had it serviced and MOT'd by the same people (yes, I know).

This time, when I collected the car, there was a clunking noise from the steering when the wheels were turned from side to side with the car stationary. Oddly, not evident before the service but in any case it should have been picked up during the 'lock to lock' part of the MOT. Cost (discounted): £120.00 ('because you've just had a service).

If you've read this far, thank you for the your patience.

Now the question. The car has a service plan with further services pre-paid. I've found the Mobilo service brilliant. I want the car to be looked after by an authorised repairer. But the people responsible for the above have a number of M-B outlets with a 30 mile radius of where I live and going elsewhere would involve a round trip of 90 or so miles.

Mental block. What do I do? I'm a long-in-the-tooth lawyer... and the truth is that we often can't see the wood for the trees with our own problems.

I don't fancy another smoke-and-mirrors discussion with the service manager, not sure if involving M-B UK would be fruitful...

Further to your dilemma it's fair to say that the service operations for each dealership will vary in their expertise and attitude. While the ones within easy reach may be all part of the same group the service personnel in each dealership will be different. If you really want to continue to get the car serviced locally within the official MB NETWORK you might have better luck at a different dealership in the same group? Just a thought.

ps contacting MB UK or MB Germany normally just involves them bouncing the problem back to the dealer.

pps independent MB specialists are pretty thin on the ground in Scotland.

 

[starlight]

I did try another branch of the same company. The car was off the road for a whole two weeks, just for a service, MOT and minor work. When the car was handed back, it came with an advisory. While the car was with them, the battery warning light had come on, stayed on and they hadn't a clue what was wrong: 'Needs further investigation'. I was hopping mad. What was I suppose to do? Have it off for the road for another two weeks so that they could have a 'further investigation'. I turned out to be the control module, which I would have thought was a likely early pick in an 'investigation'.

 

[AMGeed]

2003 R230 SL. Has the SBC brake pump been done? That's another couple of £rand staring you in the face if not.

Only if you allow a main dealer to make nearly £1k out of you.

I understand that SBC pumps can now be purchased directly from Bosch for about £600.

This correct. Do some legwork yourself and source the part and let an indi remove and refit your pump and it can be done for under £900. Still a big bill but not as scary as it could be using a dealer.

Worth a read for anyone with SBC or considering buying a car that has it. The last post shows the true cost of the pump then the indie's charges af a few hours labour.
http://www.mbclub.co.uk/forums/whee...on/189273-w211-possible-sbc-pump-failure.html

 

[notsofast]

It's also my experience that service managers have a platinum-standard ability when it comes to excuses. Although I could probably draw a schematic of the ABC system, discussing the need for sequential repairs with the service manager was like eating soup with a fork.

nearly fell of my chair....

 

[Deleted member 6183]

When it was launched in 2003 the R230 received golden praise from the motoring journos and the SBC (see reply to Druk) was hailed as a wonder braking system. Fact is, the car was far too over-engineering and those who bought between 2003-2006(08?) got a lemon that was likely to have cost north of £80k. Mine cost £86k (it has the pano roof).

If you sticking with the brand and use the dealer network, in principle that should be fine. You ought to expect a high standard of service, you get the benefit of Mobilo and the bodywork guarantee.

Mobilo have bailed me out on a couple of occasions when the RAC couldn't (no disgrace there: only an MB tech would have worked out the problem). On one occasion, the car was stranded because the auto shift wouldn't move out of park. Defective brake switch and the Mobilo guy carried the part in his van.

All of that said, suspect I'm being pig-headed about this and should switch to an indie.

Did you buy it new?

 

[starlight]

Did you buy it new?

I bought it when it was 3 years old.

That was after giving up on a 1991 SL280 (R229) that had become a money pit but parting with it was a wrench. I got in 2000, at which point it had only one previous owner who had lavished it with total care and attention. Still miss it and every time I see an R229 feel a pang!

 

[Voyager]

It's also my experience that service managers have a platinum-standard ability when it comes to excuses. Although I could probably draw a schematic of the ABC system, discussing the need for sequential repairs with the service manager was like eating soup with a fork.

I'm very attracted to the idea of writing to MB in Germany. I had thought of MB UK, but going a step above might be better.

Do you by any chance still have the contact details for Germany?

I've been really enjoying the car fault-free for the last three months (wow!). The only problem with keeping it until disaster strikes is that the disaster might come in the form of SBC failure - no SBC, no way to get rid of it without a major financial hit.

Yes, it was [email protected] - not sue if he is still around but you can easily find the daimler main board online and use this email format to correspond. Good luck.

 

[BTB 500]

I bought it when it was 3 years old.

That was after giving up on a 1991 SL280 (R229) that had become a money pit but parting with it was a wrench. I got in 2000, at which point it had only one previous owner who had lavished it with total care and attention. Still miss it and every time I see an R229 feel a pang!

Just to rub it in ... in 12 years I think I've spent less than £2k in total on repairs to my R129 SL500 (driver's door strap, ADS accumulators, gearbox electrical plate, hood windows).

Hopefully your R230 will settle down and give you pleasure rather than pain for many years to come.

 

[starlight]

Just to rub it in ... in 12 years I think I've spent less than £2k in total on repairs to my R129 SL500 (driver's door strap, ADS accumulators, gearbox electrical plate, hood windows).

Hopefully your R230 will settle down and give you pleasure rather than pain for many years to come.

I'm now getting very nostalgic about my old R129.

Sadly, it had to go when, for the second time, untraceable water penetration shorted the driver's seat adjustment electrics. The result: the seat started to move forward, pressing me into the steering wheel and disabling my ability to control the pedals. Miraculously I got the car to a halt on a side road thanks to a lucky right turn filter. I had great difficulty freeing myself from the seat. My pals thought it was quite funny... believe me, it wasn't!