MB Service gone wrong - spark plug snapped!

[Bellow]

Top tip!
Remove the rubber insert present in most plug keys. It is the cause of plug breakage.
And use a bit of rubber hose slipped on to the plug on its own to unscrew the plug the last few threads and lift clear when removing.
Same for inserting new plug first couple of turns. Just make sure the hose is straight.
Simple!

 

[nigel cross]

Top tip!
Remove the rubber insert present in most plug keys. It is the cause of plug breakage.
And use a bit of rubber hose slipped on to the plug on its own to unscrew the plug the last few threads and lift clear when removing.
Same for inserting new plug first couple of turns. Just make sure the hose is straight.
Simple!

Was this from a Meercat?

 

[Bellow]

Was this from a Meercat?

That would have been too simples!

 

[LTD]

Seems like a decent result.

Maybe the best outcome regarding the potential plug issue is to have them all replaced in 2 years time ?

You pay for the plugs and they supply the labour ?

 

[andy_k]

make sure the hose is straight.

not always simple in an engine with very deep plug wells and no direct 'feel' incase the plug is cross threaded.I tend to use two plug spanners, one with the insert (which is also permanetly attached to the extension bar so the socket doesn't come off and remain in the plug well) for the first couple of turns and one with no insert to complete the job

 

[cyberflex]

Nice to hear that they are an honest and decent dealership, they seem to be dealing with the situation with the utmost integrity, I am sure some places could and would have tried to cover up the situation by calling you and telling you certain parts were on back order from Germany, obviously not this dealership, well done to this dealership, they are very decent by the sounds of things.

Just make sure you drive your mums car from time to time to check all is well.

Hope for the best and good luck.

 

[Bellow]

not always simple in an engine with very deep plug wells and no direct 'feel' incase the plug is cross threaded.I tend to use two plug spanners, one with the insert (which is also permanetly attached to the extension bar so the socket doesn't come off and remain in the plug well) for the first couple of turns and one with no insert to complete the job

Yep, you have it down pat.
Mainly, I just wanted to make the point that that stupid rubber insert is a plug breaker!
Thought I'd get flamed to hell and back if I suggested people should double up on kit.. but you seem to have gotten away with it!
On the subject of starting the thread (nothing to do with OP!), it is worth initially turning counter clockwise and feeling for the 'drop' - the point where the plug engages with the thread - and then clockwise from there on.
On advantage the hose does have over a key though - if sufficient resistance is present, the hose will slip, avoiding further damage. If the MB 'mechanic' had used a bit of hose, this 5 page thread wouldn't exist!

 

[Will]

5 pages on this thread for a spark plug

Can't believe how people were trying to make this out to be the crime of the century, or that it was imminent doom for the car!

Regarding the repaired head or new - £1500 for a new head because of one damaged plug thread - no way, waste of time and money for all involved and you'd then be disturbing much more stuff - new valves, seals, sensors etc as well?... Appreciate that the owner didn't cause the problem and that there was probably no previous repairs carried out - but you can't simply ask for a new car if someone scratches the paintwork for example, the car is repaired as it is the realistic approach. What a sad place the world would be if every time something small went wrong we all went crazy and were as awkward as possible about everything

If you really wanted to win out of this I'd look at more of a 'goodwill' angle towards the service bill or future work perhaps - some sort of discount? At the end of the day, the likelihood of any future troubles as a result of this are probably slim. If I'm honest, I'm surprised that they told you - I bet this sort of stuff happens day in, day out, and is probably repaired/rectified before the cars are collected.

No-one goes round checking the originality of spark plug threads on five year old petrol A-class MBs. So long as the thread is in good condition and the plug seals ok there is no problem and not likely to be in this car's lifetime. I don't think some of the scaremongering did a great deal to help this situation

 

[iscaboy]

No-one goes round checking the originality of spark plug threads on five year old petrol A-class MBs. So long as the thread is in good condition and the plug seals ok there is no problem and not likely to be in this car's lifetime. I don't think some of the scaremongering did a great deal to help this situation

So what happens if the car throws a ring on #2 in 3 years time, and you let the garage do a helicoil without pulling the head?

 

[Will]

So what happens if the car throws a ring on #2 in 3 years time, and you let the garage do a helicoil without pulling the head?

Groan

Where did I say about anyone doing a helicoil without pulling a head?

 

[LTD]

Will

Sometimes a big hammer must be used in the debate when the customer is wronged in order to achieve the best possible outcome.

That hammer may be an unrealistic demand but will always be based on sound logic.

The customer should not give a hoot about what the financial burden to the dealership is if they are wronged.

I had a situation with a brand new VW Golf that was 6 weeks old. Developed a fault in the audio system (later discovered to be a defective earth in a section of the wiring) but whilst it was on the garage floor with the dashboard in bits the tailgate was drilled to fix a spoiler that was destined for another car.

Now, I did not want the spoiler and actually decided against it when I ordered the car. The salesman verified this.

What would you accept as a resolve if this was your new car ?

Spoiler ?
Repair ?
New tailgate ?
New car ?

 

[markjay]

As said, the breaking of the porcelain bit has nothing to do with being unable to remove the spark plug, since the socket wrench works on the lower metal bit - in fact it actually makes the plug removal easier as you can use a standard (shorter) socket as opposed to the (taller) spark-plug-socket...

The real question is who crossed the thread. If the plugs are original, then it is unlikely that they were cross-threads during factory fitting, so it would be the dealer's fault.

But it is quite possible that the spark plugs have been removed previously and then cross threaded on refitting - in which case the dealer is not to blame.

However since this can not be established with certainty, you do have the benefit of doubt and the dealer did the right thing by offering to pay for the repair.

 

[Will]

Will

Sometimes a big hammer must be used in the debate when the customer is wronged in order to achieve the best possible outcome.

That hammer may be an unrealistic demand but will always be based on sound logic.

The customer should not give a hoot about what the financial burden to the dealership is if they are wronged.

I had a situation with a brand new VW Golf that was 6 weeks old. Developed a fault in the audio system (later discovered to be a defective earth in a section of the wiring) but whilst it was on the garage floor with the dashboard in bits the tailgate was drilled to fix a spoiler that was destined for another car.

Now, I did not want the spoiler and actually decided against it when I ordered the car. The salesman verified this.

What would you accept as a resolve if this was your new car ?

Spoiler ?
Repair ?
New tailgate ?
New car ?

I appreciate your point, and understand exactly how it feels having had similar experiences in my lifetime too. But we're all humans and we all make mistakes from time to time - providing that the thread is ok or repaired properly it will be fine.

In answer to your question about your car - I guess realistically:

Option 1 is out - you didn't want the spoiler
Option 2 is possible, but not all that likely
Option 3 sounds the most realistic
Option 4 sounds a little OTT

I'd expect option 3 plus some goodwill from the dealer perhaps (maybe a free first service in light of the tailgate issue and the warranty problem with the stereo wiring)

What would have happened if someone bumped your car as you left the dealership? I'd be surprised if they wrote the car off because of a damaged tailgate.

Accidents/mistakes sometimes happen, and we need to be realistic at times. What goes around comes around and all that

The world would grind to a halt if we all stuck our heels in with unrealistic demands after simple mistakes!

 

[LTD]

Thanks for your reply Will

The spoiler was offered FOC but I refused this on the basis I didn't want it and it was their quick fix.

I was unwilling to accept a repair as it was only going to cover up bad work and leave me with the problem in the future.

They reluctantly said "I suppose you will want a new tailgate then" and I then refused this as they could not guarantee me a 100% match and admitted it would probably be blended in. Again, something that would bite me in the future.

As they got really frustrated with me, I told them that their offers were unacceptable and the only real option would be a replacement car. Boy, did that rattle them. They said that it would NEVER happen and I told them that it certainly would if I took legal action and went public about my 6 week old car. They would lose more than they would gain.

In the end, I settled for the easy fix. I took the spoiler and negotiated two services completely FOC.

The big hammer was used, the best option taken given the situation and the dealership suffered a bit of goodwill to make them think twice.

Parity is often achieved when the person that has suffered gives a little ground back. It's getting where you want them to be is the secret. Being totally unrealistic and insisting on that creates problems.

I am pleased the OP has had the best resolve and it is also gratifying that the dealer has been honest. It could have been covered up and left.

Kudos to the Main Dealer in this case.

 

[andy_k]

So you were offered a new tailgate which on a six week old car would have been fairly easy to match up for most bodyshops and you ended up with a spoiler you didn't want and a couple of services.

Well done

Ever considered a job in the diplomatic corp as a negotiator?

 

[LTD]

So you were offered a new tailgate which on a six week old car would have been fairly easy to match up for most bodyshops and you ended up with a spoiler you didn't want and a couple of services.

Well done

Ever considered a job in the diplomatic corp as a negotiator?

New tailgate would have got me the square root of feck all and got them out a hole. No benefit to me in the end apart from the hassle and a ****ty courtesy car.

Spoiler added an option and the two dealer services saved me a load of cash.

Who won the negotiation ? Remember that 'just' fitting the spoiler FOC was their first solution .......

 

[jaymanek]

.

I was unwilling to accept a repair as it was only going to cover up bad work and leave me with the problem in the future.

They reluctantly said "I suppose you will want a new tailgate then" and I then refused this as they could not guarantee me a 100% match and admitted it would probably be blended in. Again, something that would bite me in the future.

As they got really frustrated with me, I told them that their offers were unacceptable and the only real option would be a replacement car. Boy, did that rattle them. They said that it would NEVER happen and I told them that it certainly would if I took legal action and went public about my 6 week old car. They would lose more than they would gain.

blimey hope we never cross paths on a business level.

Im totally with Will, his first post on this subject is exactly how I feel... so many people going way OTT without knowing the full facts. I bet the OP couldnt sleep after all that b*ll.

 

[andy_k]

New tailgate would have got me the square root of feck all and got them out a hole. No benefit to me in the end apart from the hassle and a ****ty courtesy car.

Spoiler added an option and the two dealer services saved me a load of cash.

Who won the negotiation ? Remember that 'just' fitting the spoiler FOC was their first solution .......

to be honest, they won the negotiation

You've walked away with a spoiler you didn't want and a couple of free services which they can let the apprentice do and stamp your book for you.

They however have got away with a solution that will cost them next to nothing and for a nice low price have placated a customer that was haggling for a new car

 

[LTD]

blimey hope we never cross paths on a business level.

Jay

Mistakes happen in every job. Total F**ups are un-exusable.

I was treated like **** on the first phone call and was meant to feel good about them offering me the spoiler.

Honesty and an open hand to the resolve is paramount for any business. That's why I praised the OP's dealer for their clarity and the best fix.

Many main dealers do not do this and this is why the customer should stand firm and demand the perfection that they charge for.

I'm a reasonable guy until someone attempts to screw me over. Probably just like everyone else here.

 

[LTD]

They however have got away with a solution that will cost them next to nothing and for a nice low price have placated a customer that was haggling for a new car

Never haggled the car - just threatened it.

I knew the spoiler was the only real option but not without them giving me some goodwill.

Had they even offered me a discount on the next service and the spoiler FOC I would have accepted it.

But they played their hand the wrong way.