Need some advice on a repair and complaint to Mercedes

[AshleyGR]

Heya guys first time poster.Im not very car techy so please excuse any naivety.

Need some advice. I have a Mercedes A Class A 220 that's 3 and half years old with 28000 miles. Basically the exhaust system wasn't working correctly and it's caused a cylinder head to malfunction. Mercedes are quoting me £6800 for repair. Obviously this is now out of warranty but I personally don't think such a major car failure should be happening on a car like this. I've only ever had Mercedes only ever done servicing/repairs/tyres and brakes directly with them.
I've raised an official complaint cause the cost seems outrageous on a 3 and half year old car.
Basically exhaust system needs changing due to not flowing the fuel right and the cylinder head needs complete changing because of the fuel issue.
I'll go much further if the complaint isn't satisfactory resolved but where to go after?
I got no issues with paying for repairs on cars but it's not like it's done 50k and 3 years old or the car is 5 or 6 years old.

Does anyone know what costs it would be roughly for a private garage vs Mercedes?

Any help appreciated

 

[DSM10000]

Heya guys first time poster.Im not very car techy so please excuse any naivety.

Need some advice. I have a Mercedes A Class A 220 that's 3 and half years old with 28000 miles. Basically the exhaust system wasn't working correctly and it's caused a cylinder head to malfunction. Mercedes are quoting me £6800 for repair. Obviously this is now out of warranty but I personally don't think such a major car failure should be happening on a car like this. I've only ever had Mercedes only ever done servicing/repairs/tyres and brakes directly with them.
I've raised an official complaint cause the cost seems outrageous on a 3 and half year old car.
Basically exhaust system needs changing due to not flowing the fuel right and the cylinder head needs complete changing because of the fuel issue.
I'll go much further if the complaint isn't satisfactory resolved but where to go after?
I got no issues with paying for repairs on cars but it's not like it's done 50k and 3 years old or the car is 5 or 6 years old.

Does anyone know what costs it would be roughly for a private garage vs Mercedes?

Any help appreciated

Do you have the full diagnostic report from the dealer.

What, specifically is the problem that they have found with the cylinder head?

Your description is a little hard to follow. The exhaust system is there to extract the gases after combustion and to help to filter and clean those gases. It has no direct connection to fuel flow

 

[KennyN]

Basically exhaust system needs changing due to not flowing the fuel right and the cylinder head needs complete changing because of the fuel issue.

Any help appreciated

Get a second opinion as what you have written (based on what you have been told) makes no sense , from a mechanical POV.

Exhausts flow gasses , not fuel , and the fact the head need changed makes you description even more cryptic ?

Was the wrong fuel put in the vehicle prior to the issues ?

K

 

[AshleyGR]

Do you have the full diagnostic report from the dealer.

What, specifically is the problem that they have found with the cylinder head?

Your description is a little hard to follow. The exhaust system is there to extract the gases after combustion and to help to filter and clean those gases. It has no direct connection to fuel flow

I don't have it sorry for my description I'll ask them to send it tomorrow. But yes what you said sounds right! It wasn't venting correctly and that's caused an issue with the cylinder head. Again I'll get some more details tomorrow. But it's only firing on 3 cylinders now. That's all I understand.

 

[AshleyGR]

Get a second opinion as what you have written (based on what you have been told) makes no sense , from a mechanical POV.

Exhausts flow gasses , not fuel , and the fact the head need changed makes you description even more cryptic ?

Was the wrong fuel put in the vehicle prior to the issues ?

K

no never had that happened. It definitely is an issue with the cylinder head as the engine light was coming on and when the AA come out they said one of the heads is misfiring. After I went to the dealer the said the exhaust was blocked or not venting correctly (something along those lines) thanks for replies I'll add some technical details tomorrow sorry if I make no sense.

 

[zipdip]

No problem Ashley post the diagnostics from the Mercedes garage when you get it,then we will get a better idea whats gone wrong.

 

[KennyN]

no never had that happened. It definitely is an issue with the cylinder head as the engine light was coming on and when the AA come out they said one of the heads is misfiring. After I went to the dealer the said the exhaust was blocked or not venting correctly (something along those lines) thanks for replies I'll add some technical details tomorrow sorry if I make no sense.

Even more reasons to get a second opinion , as head(s) don't misfire - plugs / injectors can.

If we knew where abouts you were in the UK it may help direct you to a recommended repairer in your area.

K

 

[ChrisHGTV]

Maybe they mean the exhaust valve is sticking/failed in some way which has caused some problem/damaged the head

 

[markjay]

Or possibly the DPF got clogged due to shirt journeys, and somehow caused the engine failure?

Either way, if MB are unwilling to make a significant goodwill contribution, then I'd take the car away to an independent specialist. Dealers tend to replace complete systems rather than repair faulty parts. An independent specialist will most likely not change the entire exhaust system and won't replace the cylinder head with new - they'll just repair these as needed.

On another note, how long did you have the car - are you the first owner?

 

[AshleyGR]

Maybe they mean the exhaust valve is sticking/failed in some way which has caused some problem/damaged the head

I think this is the jist of it.

 

[AshleyGR]

Or possibly the DPF got clogged due to shirt journeys, and somehow caused the engine failure?

Either way, if MB are unwilling to make a significant goodwill contribution, then I'd take the car away to an independent specialist. Dealers tend to replace complete systems rather than repair faulty parts. An independent specialist will most likely not change the entire exhaust system and won't replace the cylinder head with new - they'll just repair these as needed.

On another note, how long did you have the car - are you the first owner?

I don't really drive super short journeys roughly an hour and a half 3 times a week.

They have an initial offer of 20% off but I still find £5500 to be an insane amount of money but I'll see what they say when they call.

I've had the car 20 months it was a Jan/Feb 69 plate car when I got it had 14000 miles and currently has 28000. Thanks once I get these diagnostic back I'll ask for some advice on garages for a quote too!

Appreciate the help.

 

[fabes]

Does MK refer to Milton Keynes as your location?
Also, how did you pay for / finance the car?

 

[ioweddie]

Drive it into flooded area and claim on insurance lol

 

[Bellow]

Petrol or diesel engine?
Re-mapped or standard map?

 

[AshleyGR]

Does MK refer to Milton Keynes as your location?
Also, how did you pay for / finance the car?

10k deposit and PCP. I had a previously brand new Merc that I traded in for the same year model.

 

[AshleyGR]

Still waiting on the Diagnostic report which I've asked for 4 times - they did come back with a 50% off which is still £3800 + Vat.
And haven't had a response or acknowledgement from Mercedes direct yet either.

 

[KennyN]

Still waiting on the Diagnostic report which I've asked for 4 times - they did come back with a 50% off which is still £3800 + Vat.
And haven't had a response or acknowledgement from Mercedes direct yet either.

FWIW you need a second opinion , MB seem to be dragging their heels regarding providing you with the "report" ,which would put me off using them in the first instance for whatever repair is actually required.

There are numerous trustworthy independent MB repairers out there so i would be getting the vehicle to one of them for a look would be my priority , if i was in your situation.

K

 

[ALFAitalia]

Your three year warranty is in addition to your statutory right which say things have to work (be fit for purpose) for a reasonable time.....normally (precedents have been set) that's considered as five years on a car. You need to claim under Consumer Rights Act 2015....not the warranty. Just the threat of this cart often get things moving along....as they know that they will almost certainly lose if it went to court. You argument/claim must be with the supplying dealer though....not Mercedes or the dealer that does the servicing (unless of course they are one and the same) as your contract is with them.

 

[AshleyGR]

FWIW you need a second opinion , MB seem to be dragging their heels regarding providing you with the "report" ,which would put me off using them in the first instance for whatever repair is actually required.

There are numerous trustworthy independent MB repairers out there so i would be getting the vehicle to one of them for a look would be my priority , if i was in your situation.

K

Yes this is my next play appreciate the response.

Your three year warranty is in addition to your statutory right which say things have to work (be fit for purpose) for a reasonable time.....normally (precedents have been set) that's considered as five years on a car. You need to claim under Consumer Rights Act 2015....not the warranty. Just the threat of this cart often get things moving along....as they know that they will almost certainly lose if it went to court. You argument/claim must be with the supplying dealer though....not Mercedes or the dealer that does the servicing (unless of course they are one and the same) as your contract is with them.

So this is the direction I'm going I'm just talking to Motor ombudsman and Citizens advice as it's a bit shady around cars.
But thank you guys for all help I'm making some calls as we speak to try and get the ball moving

 

[AshleyGR]

Also it was Mercedes Sytner that sold me the car and have had services there. As far as I am aware this is an official dealer for Mercedes as listed on Mercedes website.