Need help about the Mercedes main dealers!!

[paterson12]

Hello all,

I took my Mercedes CL55 Kompressor to the Mercedes main dealer last night as it needed the abc pipe changing under warranty from a few years ago.

Just received a curiosity call to say my car is ready for collection. The service bloke went through a list of health checks that have been observed.

To my horror the bloke told my the airbag warning light was illuminated. In nearly 10 years of having the car in our family the airbag light has never been on and genuinely was not illuminated when I dropped the car off last night!

Where do I stand with them? It's a bit of a coincidence that they've had my car less than 24hr and the light has appeared!

I've not collected the car yet.

Is this abc pipe anywhere near any airbag items?

Any advice would be much appreciated.

Cheers

 

[def90cars]

I would politely tell them it was not on when it was handed over (otherwise you would have told them) and you expect them to return it the same. Of course if the diagnosis is something completely unrelated and "wear and tear" then maybe they will make a good deal to fix it. Airbag light is an MOT item so can't leave it, and if it wasn't their fault (you'll have to assess that) then you'll have to fix it.
For main dealer i would be forceful. Mine once tried to give me a car back with a puncture.... it cost them 2 tyres and wheels (they damaged the wheels changing the tyres!) in the end.

 

[V8 Supercharger]

Well which ABC pipe is it?

 

[paterson12]

Well which ABC pipe is it?

I'm 100% certain but I think its the pipes in the front bumper.

 

[paterson12]

I would politely tell them it was not on when it was handed over (otherwise you would have told them) and you expect them to return it the same. Of course if the diagnosis is something completely unrelated and "wear and tear" then maybe they will make a good deal to fix it. Airbag light is an MOT item so can't leave it, and if it wasn't their fault (you'll have to assess that) then you'll have to fix it.
For main dealer i would be forceful. Mine once tried to give me a car back with a puncture.... it cost them 2 tyres and wheels (they damaged the wheels changing the tyres!) in the end.

Thank you for the reply. You're absolutely right we all expect our cars to be returned in the same condition as when we took them in. I appreciate my car is 12 years old now but the light appearing is a coincidence to say the least (but potentially could be).

 

[grober]

Lots of trivial things that might have causedthe airbag light to illuminate--- faulty fuse----- seat occupancy sensor or its connector- it may just require a reset? Can't see how renewing an ABC pipe should affect the airbag unless during the bleeding process some electrical glitch has occurred. As recommended above be fair but firm. Explain that the light was not illuminated when you put the car in [don't be tempted into discussing the possibility it was!] and ask why exactly its now on since its been in their care. They have the facilities to determine this by puting the car on their Star diagnostic machine---- normally they would charge for this- although realistically it costs practically nothing if they have the facility existing -- but under the circumstances its down to them to do this gratis---- once you know the source of the problem you will be in a better position to judge whether its a long standing problem that's just emerged [ which might be down to you] or something that's occured as a result of the repair [ which is down to them]

 

[219]

I'm 100% certain but I think its the pipes in the front bumper.

If that is so , could there be a sensor for the airbag system , or wiring from it , in the same area , which might have been disturbed ?

 

[Deleted member 6183]

If that is so , could there be a sensor for the airbag system , or wiring from it , in the same area , which might have been disturbed ?

That is exactly what I was thinking and you would expect the dealer to be having the same thoughts also. Might be worth pointing them down this direction.

 

[paterson12]

Thank you for the replies. The technician sent me a video this morning walking me around my car and explaining faults with it (mainly tyres and slight oil leak).
At no point did he mention the airbag light (he mentioned absolutely everything else possible) and then said he was about to start the work on the abc system. Leading me to believe the light has come on after.

 

[nick mercedes]

Have they made any effort to turn the light off?

1 more reason never to use a Mercedes dealer for any work.

 

[paterson12]

Have they made any effort to turn the light off?

1 more reason never to use a Mercedes dealer for any work.

None at all.

Lesson learnt.

 

[nick mercedes]

None at all.

Why not??

I assume if you ask them to they'll demand and hours (+?) labour?

 

[Dryce]

Thank you for the replies. The technician sent me a video this morning walking me around my car and explaining faults with it (mainly tyres and slight oil leak).
At no point did he mention the airbag light (he mentioned absolutely everything else possible) and then said he was about to start the work on the abc system. Leading me to believe the light has come on after.

Given the age of the car I'd assume it was coincidence.

However I would expect the dealer to at least do a basic diagnosis to explain the situation to the customer and provide some confidence that it wasn't their fault.

I think just handing the car back and pointing out the light is on - even if it's nothing to do with them - is a bit poor. Yes they notionally lose by doing the diagnostic for free but that's the overhead of good customer relations.

 

[paterson12]

Why not??

I assume if you ask them to they'll demand and hours (+?) labour?

I much rather deal face to face rather than on the phone. Ill be calling into dealership later on and will be raising all of these points with them.

 

[paterson12]

Given the age of the car I'd assume it was coincidence.

However I would expect the dealer to at least do a basic diagnosis to explain the situation to the customer and provide some confidence that it wasn't their fault.

I think just handing the car back and pointing out the light is on - even if it's nothing to do with them - is a bit poor. Yes they notionally lose by doing the diagnostic for free but that's the overhead of good customer relations.

Agreed, could well be coincidence as the car isn't new. It just strikes me as too much of a coincidence.
The bloke on the phone tried to charge me for diagnostics if I wanted it.

 

[Dryce]

A
The bloke on the phone tried to charge me for diagnostics if I wanted it.

Even though the charge isn't totally unfair - it's bad business.

My local indy used to get the car looked at before getting the customer to commit. I'm guessing they lost out to some people who got the diagnosis and then either didn't follow up or did the work themselves - but I suspect he actually gained an awful lot more business from people who didn't think twice about bring their in for a check if they suspected anything.

 

[paterson12]

Even though the charge isn't totally unfair - it's bad business.

My local indy used to get the car looked at before getting the customer to commit. I'm guessing they lost out to some people who got the diagnosis and then either didn't follow up or did the work themselves - but I suspect he actually gained an awful lot more business from people who didn't think twice about bring their in for a check if they suspected anything.

Not fantastic customer service at the main dealer, I'm preparing for an uphill struggle later with them!
Customers service is far better at my local Merc specialists as it is with your local indy.

 

[Druk]

Name the dealer now on this thread. Print it off and send it to the dealer principal then walk.

Nothing like a bit of bad publicity to make them think.


.

 

[neilrr]

What does the panel think the dealer did that set the airbag warning light off?

 

[paterson12]

Quick update.

I took a spare key with me to the dealership (Mercedes-Benz Sheffield) so I could get into the car before I went into the dealership.
To my surprise there was no airbag/srs light on the dashboard.
Once inside the service man went to go and speak to the technician who worked on my car. He had noted that the light was on when he started this car this morning.
After a 25 mile drive there is still no light thankfully.

So I'm not entirely sure what to make of all of this but if the light appears I'll definitely be going back.