Keyless entry, Kick under bumper, Mercedes refuse to inform me how to operate my car safely.

[Simonship]

I have recently had an issue with my Mercedes GLC. I was loading the boot when the boot closed automatically and shut on my face causing considerable damage. Mercedes said it was my fault as i had the key in the keyless detection zone and i had triggered the auto close by moving my foot under the bumper whilst loading.

My response to Mercedes was:-

• Can you please inform me what the detection range for the keyless detection is?
• If you cannot keep the key on your person when are loading the car by yourself what are you supposed to do with the key whilst you load the car?
• What you are basically saying is it is unsafe to load the boot of your car with the car key in your pocket. How do you load the boot of this car safely, where does the key need to be for the boot not to auto shut?

They have responded with the following :-

• As you are seeking legal representation all further correspondence will now need to be in writing, however after extensive consultation with Mercedes-Benz Cars UK Legal and Daimler AG Legal we are not obligated to answer your questions. As such we will not be providing a response. You have previously had a final statement stating that this is not a product liability matter or product defect.

Has anyone else had anything similar happen to them, and does anyone know what the detection range is?

I cannot grasp where the key is supposed to be kept enabling the boot to be loaded safely. It is ludicrous that Mercedes are refusing to answer some very simple questions regarding how to safely operate a car they manufacture, I don't feel i should have to go to the motor ombudsman to find out how to operate my car safely, especially as Mercedes should clearly know the answers to my questions.

I have tried leaving the key inside the car / in my pocket but where ever i leave the key it still triggers the auto boot closing. I now have no idea how to load my boot safely. More so i have no i idea why Mercedes are unwilling to help me to use the car safely, it makes no sense at all.

In all honesty I'm disgusted how Mercedes have treated me and i am looking to see if anyone can answer any of my questions or have had a similar experience?

Thanks in advance

Simon

 

[bob6600]

Washing their hands with it because it is not a defect and basically saying 'it's your own fault for being in the way!'

Before you do anything, see what the manual says. It may have a safer or more practical way of doing this?

 

[Simonship]

Hi

Thanks for the response.

The manual says:-

"If a KEYLESS-GO key is in the detection range of the rear of the vehicle HANDS-FREE ACCESS could be triggered. The tailgate could thus be opened or closed unintentionally, for example, if you:

• fold the ball coupling in or out
• couple or uncouple a trailer
• fit or remove a rear-mounted bicycle rack
• load/unload bicycles on/from a rear-mounted bicycle rack
• sit on the edge of the luggage compartment
• set down or lift up an object behind the vehicle
• polish the rear of the car

Do not carry the KEYLESS GO key with you in such situations This will prevent unintentional opening or closing of the tailgate"

However it does not say where the detection range is, so i have no idea where to keep the key whilst i am loading the boot. I have tried keeping the key inside the car as far away from the boot as is possible, (on the dashboard near the front windscreen) and the boot still shuts when you don't want it too. Effectively you may need to keep the key outside of the car by 10 - 15 feet, which is just not practical when loading the boot alone. As far as i can see there is an inherent design fault with this feature. It does not allow you to load the boot safely.
Mercedes just don't want to inform me where i can safely keep the key whilst i load the boot. Surely they have a duty of car to their customers to inform them how to uses the cars features safely.

I can not imagine i am the only person to have experienced this issue and hopefully somebody reading this may wish to speak further?

 

[renault12ts]

I think you are supposed to give the keyless go card to a passing stranger to look after while you load the boot, or polish the car.

Maybe this will help:

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[c63chris]

On mine it starts beeping before it closes. Triggered it a couple of times by accident and just moved my head out of the way. Not sure you’ve got a case here. The detection range is a few feet. When cleaning the car I leave the key in the garage or every time I touch a door handle the car locks and unlocks.

 

[bob6600]

The detection range will be all around the car so you can open/lock the doors and boot with the key in your pocket. The key would have to be out of keyless range for it not to work.

 

[whitenemesis]

My word! Just how quickly does the tailgate close that one cannot get out of the way?

 

[Deleted member 55947]

I know if you double click the closed button on the fob it deactivates the touch opening but not sure if double clicking the open button deactivates the touch closing, I'll have to try it

 

[Simonship]

I know if you double click the closed button on the fob it deactivates the touch opening but not sure if double clicking the open button deactivates the touch closing, I'll have to try it

Hi, unfortunately it doesn't disable the boot, or it doesn't seem to anyhow.

 

[Simonship]

On mine it starts beeping before it closes. Triggered it a couple of times by accident and just moved my head out of the way. Not sure you’ve got a case here. The detection range is a few feet. When cleaning the car I leave the key in the garage or every time I touch a door handle the car locks and unlocks.

Thats the whole basis of my complaint with them really, that when loading the car alone you would have to leave the key on the floor somewhere for it not to activate.

 

[Dryce]

ONot sure you’ve got a case here.

If the manual warns against loading/unloading with iit active then MB will say they did their job.

I find these systems disturbing.

We had the situation where electric windows caused issues as they became more common - these days they will generally detect that they are being impeded and stop. But the manufacturers took a while to get that aspect sorted.

I had assumed that the powered tailgates would have a safety system sufficient to protect an owner undertaking normal activities (eg. loading / unloading) around their vehicle. There are just too many edge scenarios where things could go wrong - eg. family member holds key and stands well back - but person loading / unloading has an issue and they advance towards the car to help while carrying the key. You cannot assume that somebody interacting with the car has ever raed the manual - particularly if it is a non-driver sya heping with loading/unloading.

 

[Simonship]

Iv have CCTV footage of the incident however i am not sure how to upload it. If anyone can inform me how to do so i will upload.
You can all have a good laugh!

 

[GeeJayW]

If you've indicated that you may be taking legal advice, I'm not surprised the dealership has clammed up. They won't want to get caught between you and MB corporate, with whom you may or may not have a case.

 

[GeeJayW]

Iv have CCTV footage of the incident however i am not sure how to upload it. If anyone can inform me how to do so i will upload.
You can all have a good laugh!

If you're considering taking this down a legal route, I'd suggest keeping the video away from t'internet just now. Might come in handy later on though of course.

 

[st13phil]

I had assumed that the powered tailgates would have a safety system sufficient to protect an owner undertaking normal activities (eg. loading / unloading) around their vehicle.

I have a powered bootlid on my E63 and, while it emits a warning "bong" just before it closes, it doesn't detect an unexpected load - such as hitting someone's head (don't ask me how I know ) - and stop or reverse as would a window. Frankly, if it were a piece of machinery I don't see how it would pass safety certification

 

[Simonship]

If you've indicated that you may be taking legal advice, I'm not surprised the dealership has clammed up. They won't want to get caught between you and MB corporate, with whom you may or may not have a case.

In all honesty it Mercedes head office that have refused to respond. They have just said it works as it was designed. That does stand up if it was designed incorrectly though. But you are probably correct. As i have contacted the ombudsman they have now just shut down all communications.

 

[Simonship]

I have a powered bootlid on my E63 and, while it emits a warning "bong" just before it closes, it doesn't detect an unexpected load - such as hitting someone's head (don't ask me how I know ) - and stop or reverse as would a window. Frankly, if it were a piece of machinery I don't see how it would pass safety certification

I asked them how and who passed it fit for use in the UK, but they have refused to answer that question also. The manual says it is supposed to not shut if there was something in the way, my head must not count!

 

[markjay]

In all honesty it Mercedes head office that have refused to respond. They have just said it works as it was designed. That does stand up if it was designed incorrectly though. But you are probably correct. As i have contacted the ombudsman they have now just shut down all communications.

Was the letter signed by one, Dr. Guillotine, per chance?

 

[stwat]

I

I had assumed that the powered tailgates would have a safety system sufficient to protect an owner undertaking normal activities (eg. loading / unloading) around their vehicle. .

Our 9 year old Volvo does. If it senses any resistance, it lifts the tailgate back up.
I'll be surprised if Mercedes don't have that safety feature.

Edit. Reading the above posts, it seems they don't.

 

[CJD]

I know this isn't going to help the OP, but my tailgate opens & closes very slowly when using Keyless entry / foot activation.
It also beeps twice before starting to open / close.
I'm sorry he has been hurt, and hope he has a full recovery.