Mercedes Breakdown Assistance.

[ringway]

My Vito hadn't been used for a few weeks over the Christmas period.

My experience of large Mercedes diesel engines is that they can be a little stuffy if not used for a while (esp in the winter).

On Saturday, I started the Vito and set off only to find the 'Engine Management Light' was on and the van was in limp mode .

After checking the drivers manual, I was sure the only cause could be related to high emmisions, which I was confident would rectify itself.

After 15-20 minutes with the engine running (turned on/off a few times hoping for a reset) the EML remained on.
I didn't think the problem could be solved by The RAC, so called a couple of branches of the MB Commercial dealership I use, (I know they are open on a Saturday, they operate 24/7) but couldn't get an answer.

I had 170 miles (turned out to be more ) to cover on Monday and didn't want to be immoble, so I decided to call Mercedes Breakdown Assistance.

I was quoted a cost of £149 for the call out which would include diagnostic services (Star) which I agreed to.

I was told a technician would arrive 60-90 minutes from my call.
The operator did say that the EML may well go out after 20-30 minutes and if so, I was to call them so they could cancel the callout.

After 30 minutes the EML disappeared and normal dervice was resumed. I called the MB Breakdown centre to inform them of this and they thanked me for letting them know.

Today, I got an invoice from the commercial dealership (I called two of their branches) for £178.80 (£149 + VAT).

The + VAT was never mentioned in the conversations with the breakdown centre.

I accept that the tech may well have been on his way, (who can say?) but if I am to be charged for the visit and accompanying STAR diagnostics, I would have liked to have what I'm being asked to pay for.

There was no mention of a fee being payable if I cancelled the callout, but if I'd have known of the charge I'd have waited for the tech and got him to plug in the diagnostics kit so I'd at least have some definite information about the malfunction.


Not a criticism as such, but if there's a next time, I'll sit and wait for the tech to arrive.

 

[Dieselman]

I suspect he invoice is automatically generated once the call is logged. Phone them up and I think they will credit it out.




p.s. Nick might advise it's time to try a Vauxhall...

 

[ringway]

p.s. Nick might advise it's time to try a Vauxhall...

LOL! If they made a van I liked, I would. Only towards the end of its life was my Omega problematic, and not that much either. Spent more on my 210 in three years than my VX in 12.

 

[ringway]

I suspect he invoice is automatically generated once the call is logged. Phone them up and I think they will credit it out.

Let's not hold our breath..

Called the breakdown customer services earlier, but too late at 6.30pm. I'll call them again tomorrow.

 

[Deleted member 37751]

As far as I know if you've got full Mercedes service history you shouldn't have been charged for the call-out anyway?

I'm pretty sure mobilo covers commercials.

 

[ringway]

As far as I know if you've got full Mercedes service history you shouldn't have been charged for the call-out anyway?

I'm pretty sure mobilo covers commercials.

The van has full Mercedes service history.

I wasn't sure if the van was covered after three years, Leigh. I had a quick look in my manual and from what I read, I don't think it was covered.

 

[Deleted member 37751]

If it was serviced to schedule, it should be.

A very good friend of mine works for Mercedes commercial, so I'll ask him and let you know.

 

[evdok]

"canceled on route-chargeable" ......awaiting the out come.

 

[ringway]

I called Mercedes Customer Service on Tuesday and stated my case.

This morning they called me to say the charge had been cancelled. :bannana:

The commercial dealership issued the invoice because (apparently) the technician was just a mile from where I was parked when he recieved the call-off.


I was asked by the customer service operator if there was anything else he could help me with.
I mentioned the rejected corrosion claim on my Vito (HERE) and was told that they would look at the claim again to see if a resolution could be found.
However, it was said that an unsuccessful warranty claim is rarely overturned.

I live in hope.