Mercedes Used Approved Warranty question

[grober]

As I pointed out in strict terms of the warranty that may be correct. However the failure was caused by dealer not picking up on the oil leak at the "rigorous" pre sales inspection. I'm sure this is a constant issue between dealer and MB UK where dealers are possible relying on the MB used car warranty to effectively repair their used car stock instead of doing it themselves. The politics= rights and wrongs of this are a matter between the dealer and MB UK but both are in wrong if they expect you--- the MB used car customer -- to pay for the repair. I would pursue this with the supplying dealer - under the sale of goods act if necessary ---if you can be bothered ----you will win- eventually.


ps just because you get the car repaired at your expense now [ keep all paperwork- insist on a comprehensive printout of all work down parts used etc] and keep the old parts that have failed- they are your property!! doesn't mean you still can't sue the supplying dealer later for the cost of the repair.

 

[crockers]

Just goes to prove.....I wouldn't touch a V6 diesel from Mercedes again unless it was guaranteed to cover inlet port motors. This is a known Mercedes problem on older V6s. Mine went at 60,000 miles, 75,000 miles and again at 90,000.....

For those of you who knock Warranty Direct and prefer the Mercedes Tier 1 - as its the same as a new car warranty - well WD paid out on the first one with no complaints or problems. The second one went in France so I had to (like you in Cornwall) have to pay for it - but my dealer got me the money back (Big tick in box for MB swindon.) - The third one went in York - they said it was outside the warranty and I would have to pay - (the 2 year warranty from the first one) I just laughed and called my dealer in Swindon - he faxed up all the invoices to york and MB then agreed to cover it.

I have a letter from MB stating that they would in future only ever charge me 10% of the costs going forward. But after the front crankbearing going and other issues raising their head I sold it and moved to Volvo. Now on my second one there.

I think you are being treated abmismally by MB - just goes to show that as the years pass they are getting less and less "customer focused" and are now not that much different from other manufacturers.

 

[Alps]

How long has it been since you have had the car,mine had a problem within 3 months and the dealer sorted it out whether it was covered by warranty or not!


tbh, dont blame the marque, its the warranty thats the issue, just like any warranty company they will try and wiggle out of paying. try the dealer you bought it from first.

 

[mattwi]

I bought the car in Jan and have done about 6k miles in it.
Thanks I will try Mercedes Bolton as a last resort

 

[martyz]

Personally I would be giving MB Bolton a blasting,after all they sold you the car which has now caused you a great inconvenience and expense.Your posts on here are likely to cost them future business if they don't sort it to your satisfaction, they would be foolhardy not to.Don't whatever you do let them off the hook,at present you have been clearly wronged.
Good luck.

 

[BTB 500]

Sorry to hear it wasn't covered by the warranty. After 8 months and 6k miles I think it's unlikely you'll get anywhere with the dealer you bought it from, but no harm in trying.

Was it an expensive repair?

 

[davidjpowell]

It's pretty outrageous (but par for the course) that a very well known issue is excluded from the Mercedes own warranty product.

Given that it's a well documented design fault, rather than something you have caused in your 6k, I would be reluctant to back off....

 

[crockers]

Sorry to hear it wasn't covered by the warranty. After 8 months and 6k miles I think it's unlikely you'll get anywhere with the dealer you bought it from, but no harm in trying.

Was it an expensive repair?

It's around £600....

 

[mattwi]

So after a few back and forth phone calls and Mercedes Benz Bolton ( Marshall Mercedes)
will not budge or actually show any signs of giving a toss, so I am stuck with one grand bill to fix it.
I am quite shocked really, I thought you would get better from a so called dealer franchise but take the gloss away and they are no better than some flea bay trader.

Anyway, I work in the internet marketing game so will get working on a very well optimised blog targeting their franchise, if I can cost them just one sale I will feel happier.

thanks to everyone for taking the time to respond, it's been a source of therapy for me today!

 

[Pittsey]

It's cost them a sale from me. I haven't had the experience you have, but this is the straw that broke the camel's back, so to speak. I have been back to Mercedes 4 times now and still have issues outstanding from when I bought the car. One as simple as a squeaky mirror that hasn't been fixed in 4 visits.

On the second visit (should have been the first in my opinion) they fixed the noisy front suspension. That is back again. Even though they apparently replaced the shocks. So I will be going back for my 5th visit as soon as I can find time in my diary.

 

[gIzzE]

That is shocking.

I got shot down for saying the MB Tier 1 warranty is poor, and I thought that was the extended warranty, not on an approved used car where I would expect everything that a brand new car to be covered.

Shocking, really shocking.

 

[John]

Very disappointing.

What about getting the car repaired at an independent rather than then giving them the satisfaction of taking your hard-earned for labour (of course you still need parts)?

As well as your blog, the result of this post should turn up if anyone searches for that dealer and they will see what a bunch of they are.

I bought a BMW once in the late 90s - 6 year old 325i. The air con wasn't working at all. Turns out the air con condenser had a hole in it and I should be charged but they (Sytner High Wycombe albeit a different name then) told me they would sort it.

Now it could be bull but the fact was they went out of their way to sort it for me spoke volumes - and I didn't even buy the car from them...!

They got all my servicing work after that. It's not f-ing rocket science this customer service.

 

[acej]

Mr Simon Oldfield,
Managing Director, Customer Services Group
Mercedes-Benz UK Limited HQ
Delaware Drive,
Tongwell
Milton Keynes
Buckinghamshire, MK15 8BA

 

[mattwi]

I would love to go the independent route but have to leave Cornwall in 36 hours.
Yeah the weight of the forum should rank nicely in Google..would be great if admin let me link to the blog from here.
I have been living overseas for 13 years, came back last year....seems like a different country from a customer service perspective.

I used to rant to the Aussies about the high quality of Brit service culture but I have to take that back to some extent.... some really dreary half soaked CS staff out there, it's not just Mercedes Benz Bolton.
I totally agree - look after people and they will come back and buy more from you. Simple really!
Short term targets, lack of vision and no passion.

Rant over! and a grand lighter.


Matt

 

[Rory]

Good afternoon Mr Wilson

.....It has failed due to oil leaking onto it from above from the air intake seal,& the housing in which this seal sits
is cracked,

....

Andrew Freestone
Service Team Manager
Mercedes-Benz of Truro
Direct: 01872 520932
Fax: 01872 520911
Email: [email protected]
www.mercedes-benzsouthwest.co.uk

Isn't there a modified version of this seal available? I wonder if it's been changed on this car, and whoever did it has broken the housing.

 

[jaymanek]

Thats terrible.

Its a known issue and they cover it...

We cover it under our 6 month warranty and we have to replace them regularly...

If I were you id be writing to the selling dealer and claiming a full refund. Then take it to head office. Then to small claims.

 

[mattwi]

Do you think I could take them to small claims? I mean I have read the Tier one warranty and it does say the part isn't covered? Technically I would lose on that surely?
The only angle I have is trying to capitalise on any goodwill from the dealer and so far Mercedes Benz Bolton have shown none....maybe a complaint to Trading Standards as they make it is as safe as buying a new car etc...and i have just found out that is just not true.

 

[davidjpowell]

Not the first dealer to be a prat....

Mercedes Dealership Problem - PistonHeads

Sadly standards seem to be slipping nowadays and MB seem desperate to be compared to the mainstream manufacturers.

 

[jaymanek]

Do you think I could take them to small claims? I mean I have read the Tier one warranty and it does say the part isn't covered? Technically I would lose on that surely?
The only angle I have is trying to capitalise on any goodwill from the dealer and so far Mercedes Benz Bolton have shown none....maybe a complaint to Trading Standards as they make it is as safe as buying a new car etc...and i have just found out that is just not true.

Leave the warranty aside. Your argument should be that you bought the car 6-7 months ago and this is not a reasonable time in which the car should fail and you have to foot the costs.
I think the official guidelines are 6 months for most used car dealers but given a higher value car such as yours, I think you would win in small claims.

 

[crockers]

I agree 100% with Jay.....this is a very sad post to be reading.