Hi Everyone New Member! I have a bad experience with 2 main dealers over warranty work

[pcorentals]

Hi Everyone

I'm Ally from Essex, I run a taxi rental company and have added couple of Mercedes E Class's to the fleet.
Recently I've encountered a bad experience from Mercedes Benz in Chelsea due to some noise coming from the front brakes, the car is a 18 reg E class with 7k mileage surely it shouldn't have been making this noise, so I had it booked into chelsea who declined to do any work under warranty and gave me a quote of £650 for front brakes, discs and pads which I was completely baffled by. I was trying to explain to the service advisor the car had been purchased only 5 weeks ago from Mercedes Benz in Loughborough and his response was rather blunt and unhelpful in which he told me to "call them" great customer service that was.
Ive bought a Mercedes its under warranty and shouldn't be making noises, certainly not at 7k mileage. After speaking with Mercedes Loughbourgh and Chelsea who couldn't come to a agreement over a internal price, I decided to take matters in my owns hands and made Mercedes Loughborough aware I could purchase genuine brakes discs and pads and have them fitted from a indy for £300, Loughborough decided to pay me for my troubles and get this sorted for me which is great but not so great from the Chelsea branch.

My second encounter happened at Mercedes Waltham Cross branch when I booked my car in for a airbag and window problem which is quite temperamental when the passenger window won't go down, lock or unable to adjust the mirror with a consult the workshop message on the screen, all had gone well until about 3pm on the day when the dreaded service advisor called me to inform that they will not be doing any warranty work on my vehicle as they think the car has had a smash on the passenger side in its lifetime which left me totally puzzled, I explained to the service advisor the car has been purchased from Mercedes Benz in Perth in February this year and since in my possession the vehicle has had no crash and I have a black box installed in the car which alerts for collisions so I can prove my case, he was unwilling to help and told me to speak to the dealer I purchased the car from which I did. Soon after I received a email from the Waltham Cross branch it was visual inspection email in where the service technician is claiming my passenger door is slightly out of alignment to the rear door, this is an absolute joke right? I then spoke with the Perth dealership sales advisor and warranty manager who were willing to help me and get involved with Waltham Cross; after a few detailed emails to the Waltham cross service advisor he was unable to respond to our emails or calls which is absolute appalling customer service, all I wanted was my car fixed under warranty.

Now I call upon the Mercedes Benz owners please recommend me any good main dealers in the London area or just out of the M25.

Thank you for taking the time to read my first post and any replies are welcome.

 

[bob6600]

Welcome! Sorry I can't recommend anyone as I don't know the area. Your experience has been disgusting, the warranty on a yer old car is from the manufacturer so t is irrelevant where you bought it from. I cannot think why a dealership would not take on warranty work?

 

[whitenemesis]

Does the warranty actually cover vehicles used for hire and reward?

 

[Deleted member 6183]

Does the warranty actually cover vehicles used for hire and reward?

This was my first thought but there are very many MB taxis running around so I'd be surprised if they were all without warranty.

Maybe the OP has been a little over assertive in his dealings?

 

[whitenemesis]

Regarding the brakes, they are specifically excluded from the warranty.
" Normal service replacement items and other parts
subject to routine maintenance, periodic repair or
replacement are specifically excluded as follows:

...Brake friction material and discs/drums;"

Also specifically excluded is
"Any vehicle which is owned by a business
formed for the purposes of selling, hiring or
servicing motor vehicles."

Not sure if the term "hiring" also includes taxis?

Interestingly the T&Cs for the extended warranty does specifically mention in the exclusions, cars used for "hire and reward"

MB customer service does appear to be a little lacking in consideration towards the customer. So often their response can be influenced by the customer's initial approach?

 

[millc63]

Seems to be getting harder and harder to get a warranty claim through nowadays. I would recommend MB Brooklands, however as mentioned above, your warranty may not cover the work as it is used as a taxi. You would have to check with MB directly about that.

 

[st13phil]

however as mentioned above, your warranty may not cover the work as it is used as a taxi.

FWIW a local taxi firm runs a number E-Classes and I know that one of the reasons is the 3-year unlimited mileage warranty, so unless things have changed very recently I believe that is no impediment.

 

[whitenemesis]

FWIW a local taxi firm runs a number E-Classes and I know that one of the reasons is the 3-year unlimited mileage warranty, so unless things have changed very recently I believe that is no impediment.

Which does agree with the T&C extracts I posted above for the 3yr new car warranty, reading that "hiring" doesn't include taxis, presumably just cars used by the likes of Eurocar, Herz etc..
The extended warranty on the other hand does specifically exclude taxis, i.e. "for hire and reward"?

 

[markjay]

Both issues, i.e. having sold a car with worn front brakes, and having sold a car that was previously involved in a crash, are issues for the supplying dealer and won't be dealt with by another dealer under the Approved Used warranty (unless the supplying dealer is willing to pick-up the tab).

Said that, slow (or lack of) response is just poor customer service.

 

[C43AMG]

Chelsea has never had the best of reputations I think they are second to Brentford

Brooklands. Have used them since they opened.

 

[m80]

Seems that the vehicles sold aren't fit for purpose,
irrelevant who owns and how used.

 

[DesignJunkie]

Hi Everyone

I'm Ally from Essex, I run a taxi rental company and have added couple of Mercedes E Class's to the fleet.
Recently I've encountered a bad experience from Mercedes Benz in Chelsea due to some noise coming from the front brakes, the car is a 18 reg E class with 7k mileage surely it shouldn't have been making this noise, so I had it booked into chelsea who declined to do any work under warranty and gave me a quote of £650 for front brakes, discs and pads which I was completely baffled by. I was trying to explain to the service advisor the car had been purchased only 5 weeks ago from Mercedes Benz in Loughborough and his response was rather blunt and unhelpful in which he told me to "call them" great customer service that was.
Ive bought a Mercedes its under warranty and shouldn't be making noises, certainly not at 7k mileage. After speaking with Mercedes Loughbourgh and Chelsea who couldn't come to a agreement over a internal price, I decided to take matters in my owns hands and made Mercedes Loughborough aware I could purchase genuine brakes discs and pads and have them fitted from a indy for £300, Loughborough decided to pay me for my troubles and get this sorted for me which is great but not so great from the Chelsea branch.

My second encounter happened at Mercedes Waltham Cross branch when I booked my car in for a airbag and window problem which is quite temperamental when the passenger window won't go down, lock or unable to adjust the mirror with a consult the workshop message on the screen, all had gone well until about 3pm on the day when the dreaded service advisor called me to inform that they will not be doing any warranty work on my vehicle as they think the car has had a smash on the passenger side in its lifetime which left me totally puzzled, I explained to the service advisor the car has been purchased from Mercedes Benz in Perth in February this year and since in my possession the vehicle has had no crash and I have a black box installed in the car which alerts for collisions so I can prove my case, he was unwilling to help and told me to speak to the dealer I purchased the car from which I did. Soon after I received a email from the Waltham Cross branch it was visual inspection email in where the service technician is claiming my passenger door is slightly out of alignment to the rear door, this is an absolute joke right? I then spoke with the Perth dealership sales advisor and warranty manager who were willing to help me and get involved with Waltham Cross; after a few detailed emails to the Waltham cross service advisor he was unable to respond to our emails or calls which is absolute appalling customer service, all I wanted was my car fixed under warranty.

Now I call upon the Mercedes Benz owners please recommend me any good main dealers in the London area or just out of the M25.

Thank you for taking the time to read my first post and any replies are welcome.

Hi did you get anywhere with Indy’s or Dealer recommendations in London as I may need one soon as may be buying a 2004 S-class next weekend?? Lots claim to be German car specialists but need recommendations - RM Autos are near me!!??
Thanks