agatward
Active Member
Hi all,
I'm new here (and new to Mercedes too), please forgive me if I post in the wrong place.
I took delivery of my W169 just over a week ago from Greenoaks. So far very pleased with the car, although the delivered mileage was a little high (65 miles). However, I am now in a "dispute" with the sales person I was dealing with and two of his staff regarding MP3 support in the car.
When I first discussed the car with him I stated that one of my requirements was to be able to play MP3s in the car, preferably from CDROM but iPod integration would do. I had done some research beforehand and knew that the Audio 20 didn't play MP3 CDs without the CD Changer fitted, and the Audio 50 and above did in the head unit alone.
So the sales bod decides to persuade me to take the "Special Edition" over the Classic SE + extras I was looking at. Fair enough. I then ask him if the Audio 20 will play MP3 CDs (my exact phrase), to which he says yes. I then check with him saying that some Internet forums say it won't, to which he says "well I write them to CD and it works on mine".
So I take delivery of the car and I ask the guy to sit with me while I try the MP3 CDs. They don't work. He says it must be something to do with the way they're written, so I explain that they worked in the stereo in my old 106. We went and tried them in a COMAND unit and they worked, so I told him that proves the discs are fine.
A couple of days later he phones saying they've just had an A200 with CD Changer delivered, and would I like to try the discs in there. I go down and try them and they work fine in the CDC, he still wasn't clear on what the difference was so I explain to him. I ask him to sort out a price for CDC installation.
So eventually the price comes back - £800 ish. I query it saying it says £333 (unit) + £30 (bracket) in the book and it should take no longer than an hour to fit. He comes back saying the book's pricing is wrong and he's re-checked it and it's actually £670 ish. So I ask for the iPod kit pricing. £301.
I cool off a bit over the weekend and send him an email this morning, stating very politely that the issue needs resolving and that I do not see why I should pay for the labour but am happy to pay for the parts, given the player I have doesn't do what I told him at the start I needed it to do. A few emails bounce back and forth and eventually he accuses me of lying, saying "with respect, I know what I said and I know what I meant", then asks if he can get his manager to contact me.
So... not a good impression so far for customer service. So far it's standing at "not fit for purpose", however the sales bod is claiming that he told me it would only play CD Audio discs (now he understands what the difference is).
What makes it even more bizarre is that the manual for the Audio 20 in the UK states that it plays MP3 discs, but apparently the Canadian manual states that it requires the CDC unit to do so (my friend over there has one).
Where do you people think I should go from here? I haven't paid my acceptance fee or first finance payment yet but don't really want to go down that route as I like the car. Should I see what his manager has to say and push for a good-will upgrade (as I said I'm happy to pay for parts), or just take it to MBUK as a complaint?
I'm also considering taking my servicing elsewhere (probably Purslow's in Basingstoke). Does this invalidate anything warranty or finance wise? The finance is with MBUK.
Cheers,
Andy
I'm new here (and new to Mercedes too), please forgive me if I post in the wrong place.
I took delivery of my W169 just over a week ago from Greenoaks. So far very pleased with the car, although the delivered mileage was a little high (65 miles). However, I am now in a "dispute" with the sales person I was dealing with and two of his staff regarding MP3 support in the car.
When I first discussed the car with him I stated that one of my requirements was to be able to play MP3s in the car, preferably from CDROM but iPod integration would do. I had done some research beforehand and knew that the Audio 20 didn't play MP3 CDs without the CD Changer fitted, and the Audio 50 and above did in the head unit alone.
So the sales bod decides to persuade me to take the "Special Edition" over the Classic SE + extras I was looking at. Fair enough. I then ask him if the Audio 20 will play MP3 CDs (my exact phrase), to which he says yes. I then check with him saying that some Internet forums say it won't, to which he says "well I write them to CD and it works on mine".
So I take delivery of the car and I ask the guy to sit with me while I try the MP3 CDs. They don't work. He says it must be something to do with the way they're written, so I explain that they worked in the stereo in my old 106. We went and tried them in a COMAND unit and they worked, so I told him that proves the discs are fine.
A couple of days later he phones saying they've just had an A200 with CD Changer delivered, and would I like to try the discs in there. I go down and try them and they work fine in the CDC, he still wasn't clear on what the difference was so I explain to him. I ask him to sort out a price for CDC installation.
So eventually the price comes back - £800 ish. I query it saying it says £333 (unit) + £30 (bracket) in the book and it should take no longer than an hour to fit. He comes back saying the book's pricing is wrong and he's re-checked it and it's actually £670 ish. So I ask for the iPod kit pricing. £301.
I cool off a bit over the weekend and send him an email this morning, stating very politely that the issue needs resolving and that I do not see why I should pay for the labour but am happy to pay for the parts, given the player I have doesn't do what I told him at the start I needed it to do. A few emails bounce back and forth and eventually he accuses me of lying, saying "with respect, I know what I said and I know what I meant", then asks if he can get his manager to contact me.
So... not a good impression so far for customer service. So far it's standing at "not fit for purpose", however the sales bod is claiming that he told me it would only play CD Audio discs (now he understands what the difference is).
What makes it even more bizarre is that the manual for the Audio 20 in the UK states that it plays MP3 discs, but apparently the Canadian manual states that it requires the CDC unit to do so (my friend over there has one).
Where do you people think I should go from here? I haven't paid my acceptance fee or first finance payment yet but don't really want to go down that route as I like the car. Should I see what his manager has to say and push for a good-will upgrade (as I said I'm happy to pay for parts), or just take it to MBUK as a complaint?
I'm also considering taking my servicing elsewhere (probably Purslow's in Basingstoke). Does this invalidate anything warranty or finance wise? The finance is with MBUK.
Cheers,
Andy