D
Deleted member 55947
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This is a copy of letter in a paper about someone having problems with the steering recall. It may help some
Later that day, the dealership told me that a part would need to be ordered but it could not tell me when it would arrive.
I enquired about a courtesy car but it said one would not be available until the following month. I could then have one for free for a week — but it would cost approximately £35 per day thereafter.
I lodged a complaint with Mercedes-Benz UK but have had no formal response. In frustration, I demanded my car back in July but was told I should not drive it due to the problem with the steering system.
I have therefore had the car sitting on my drive in an undriveable condition, with no alternative transport from Mercedes or compensation of any kind.
I work in an NHS hospital and need to travel 35 miles each day to and from work. Because of a lack of public transport, I have been forced to cancel patient clinics.
I have involved the Motor Ombudsman, but it is still reviewing the case and says it may take months. How can I get this situation resolved?
I. I., Lancashire.
MOST readers probably know by now that there is a worldwide shortage of motor parts, which has affected the supply of new cars and the repair of existing vehicles. Unfortunately, you have joined the ranks of drivers who have been forced off the road because of it.
However, I was dumbfounded by the suggestion that you would have to pay a high daily charge for a courtesy car while you waited to have your prized motor fixed due to a problem that was not of your making.
After contacting Mercedes, I am pleased to say it shifted its customer service operation up a gear. Later that day you had a call from the dealership offering you a temporary replacement — free of charge.
A Mercedes spokesman says: ‘We were sorry to learn of the repairs needed to I. I.’s car and the delay. We can confirm that a courtesy car should have been provided until the parts are available to complete the work.
‘The customer has been contacted by their retailer to arrange a courtesy car, and a goodwill gesture has also been offered.’
I asked Mercedes when you might expect to see your car again, whether others were suffering the same delays over this recall, and whether there would be an investigation into the poor service you received. Disappointingly, Mercedes said that it would be making no further comment.
Nevertheless, you are happy with the result and to be in possession of a 2023 registration Mercedes while you wait for your ten-year-old model to be fixed.
Dear Sally
MERCEDES has recalled my Class 350 saloon car due to a problem with bolts in the steering system. The recall letter stated that fixing this would take between one and four hours. I left the car with the Preston dealership on May 17.Later that day, the dealership told me that a part would need to be ordered but it could not tell me when it would arrive.
I enquired about a courtesy car but it said one would not be available until the following month. I could then have one for free for a week — but it would cost approximately £35 per day thereafter.
I lodged a complaint with Mercedes-Benz UK but have had no formal response. In frustration, I demanded my car back in July but was told I should not drive it due to the problem with the steering system.
I have therefore had the car sitting on my drive in an undriveable condition, with no alternative transport from Mercedes or compensation of any kind.
I work in an NHS hospital and need to travel 35 miles each day to and from work. Because of a lack of public transport, I have been forced to cancel patient clinics.
I have involved the Motor Ombudsman, but it is still reviewing the case and says it may take months. How can I get this situation resolved?
I. I., Lancashire.
MOST readers probably know by now that there is a worldwide shortage of motor parts, which has affected the supply of new cars and the repair of existing vehicles. Unfortunately, you have joined the ranks of drivers who have been forced off the road because of it.
However, I was dumbfounded by the suggestion that you would have to pay a high daily charge for a courtesy car while you waited to have your prized motor fixed due to a problem that was not of your making.
After contacting Mercedes, I am pleased to say it shifted its customer service operation up a gear. Later that day you had a call from the dealership offering you a temporary replacement — free of charge.
A Mercedes spokesman says: ‘We were sorry to learn of the repairs needed to I. I.’s car and the delay. We can confirm that a courtesy car should have been provided until the parts are available to complete the work.
‘The customer has been contacted by their retailer to arrange a courtesy car, and a goodwill gesture has also been offered.’
I asked Mercedes when you might expect to see your car again, whether others were suffering the same delays over this recall, and whether there would be an investigation into the poor service you received. Disappointingly, Mercedes said that it would be making no further comment.
Nevertheless, you are happy with the result and to be in possession of a 2023 registration Mercedes while you wait for your ten-year-old model to be fixed.
