Leather Wear - Warranty Replacement

Discussion in 'Interior' started by Simon_M, Nov 7, 2008.

  1. Simon_M

    Simon_M MB Enthusiast

    Jul 1, 2008
    Garden of England
    Mini & Porsche
    Picture the hypothetical scene.

    Car is one year old from new and the leather gearknob is wearing badly. While I do wear a wedding ring, it is smooth and the car is an auto so it is not like I am using the gearknob that much. The steering wheel and door handles still look like new, as I would expect.

    Car was with the dealer when only 1 month old to have an iPod kit fitted and mysteriously came back with a very shiny gearknob and a cut to the leather of the COMAND surround. The fixed the cut and with a bit of leather cleaner I thought all looked OK.

    12 months on and the gearknob looks about 800 years old, so when the car was in for it's first service I raise the issue.

    The dealer said they had taken pictures and passed it onto the warranty department for approval. A few days later I get a phone message (no name given) from said dealer to say the new gearknob as been ordered and should be in within a few days. Job done.

    2 weeks later I chase them - "wear and tear is not covered sir". I don't care, you have told me it is sorted and you have ordered a new gearknob - where is it?
    "We have no record of it ever being approved" - well that is a shame for you I still have a voicemail message saying you have ordered me a new one.

    "We cannot find the photos, can you bring the car in so we can take some pictures and send them to the warranty department".

    I was on a train so I did not go mental, but while I prepare to unleash hell I just wondered what other people think?

    I can probably buy a new knob for £50 but they have now angered me imensley :devil:
  2. Smarties

    Smarties Active Member

    Oct 14, 2008
    Customer Care??

    Oh dear, MB customer Care raises it's ugly head again. It's for this reason I 'dumped' my 3 year old SLK and bought a 30 year old SL!!
  3. mattc

    mattc MB Enthusiast

    Sep 27, 2007
    2003 E270 avantgarde, 1994 E320 Coupe
    Be polite but firm and persistent. let them listen to the message. they will come good on this EVENTUALLY :rolleyes: as you have the evidence to prove it.

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