New A Class - Non stop problems

[MattWW]

Hi All,

Some of you may have seen my gallery with my new A Class, for those of you that haven't is a full specified A200 CDI in AMG guise (30k's Worth!).

The car is currently 10 weeks old and has had problems from 6 weeks!!.

First problem was a loud squeaking/rattle coming from the center console, This was diagnosed at MB Brentford (after a road test) and they requested I book it in. Before I had the chance to book it in (due to MB staff being on holiday and training ) I broke down with an intake/DPF issue. I limped it into MB Brentford to be met with an Old A160 Auto, In the interest of getting my car sorted quickly I accepted it. I asked for the rattle to be fixed whilst it was there.... 2 days later I collected my A with a fixed DPF but still Rattling... The response? "I Forgot".

The saga continues with 4 more weeks of trying to get the car to them, finally a call to the Sales Manager and the Service manager got the car looked at. By now it had developed rattles in both B Pillars, the NS C Pillar and Faulty Parking sensors, I dropped the car off after much complaining to be be given a new A200 Manual with half the spec of mine... Again I just wanted mine repaired. 5 Days Later I returned at 5:15pm to pick up my A, 2 Scratches in my paint and 1 gouge from my center console I left angry after showing the Sales Manager... 1 mile down the road and every rattle was back and the parking sensors were still beeping at me stating a fault! I returned back fuming... 100 apologies later I was on my way with nothing resolved and damage to my car. (this was yesterday, I said I would return the next day)

Today I returned to MB Brentford first thing. I had a half hour road test (2nd one now) to identify the exact same problems. I left with apologies from the service manager and assistant sales managers with a promise to get it fixed. I was given a year old basic C Class that smells like someone has smoked in it 24/7 from day one, I have requested a change in vehicle and I am awaiting a response.

Where do I stand with returning my A Class as this is no where near the level of Quality and Customer service I would expect and I am seriously doubting that it will be fixed, I have had had 3 weeks of real use from my A Class !

Please help !!

Matt

 

[npuk]

MB Brentford are rubbish.

Frequently Asked Questions | Honest John

 

[brucemillar]

Matt

Put what you have written above in a letter to the dealer principle and tell him that your are rejecting the car on the grounds that they have failed after repeated attempts to resolve the issues.

Make sure your letter is dated and (if you can) deliver it by hand and get it signed for. Or post it 1st class signed for delivery.

Be firm and polite at all times. DO NOT BE FOBBED OFF with the one last try at fixing it stuff. That just leads to more counter claims that that you have used the car and should have rejected it earlier etc.

 

[MattWW]

Thanks for your response, that is useful information!

I've just been offered a new C Class loan car, so a bit of a step forward.

fingers crossed I can transfer to MB Brooklands after this nightmare... A Really disappointing start to my first Mercedes (My parents have had 7).

Matt

 

[Rashman]

I'm with Bruce here.

I'd reject that car immediately.
Even if they do fix the rattles and parking sensor, they damaged the paint and taken a gouge out of your interior. I'm sure they won't be looking to replace the centre console for you. It'll just be a "sorry.. Here's a free service".

That would infuriate me even more.

I'd reject the car and go to another dealer.

If you're set on the same car and same spec, fair enough, just get it from another dealer, they sound like complete jokers who can't be bothered.

Deny them the business.

 

[brucemillar]

Thanks for your response, that is useful information!

I've just been offered a new C Class loan car, so a bit of a step forward.

fingers crossed I can transfer to MB Brooklands after this nightmare... A Really disappointing start to my first Mercedes (My parents have had 7).

Matt

Matt

Every day you do not reject is viewed by Mercedes as another day you were happy to accept.

If you are not happy you need to get that in writing now. Your new C-Class loaner will come to an end soon enough and you "may" be back to where you are today but with the dealership claiming that you were happy to accept the wait etc.

There are many threads on here about "rattles" that Mercedes could not fix in new new cars. Also many with long protracted & drawn out battles to get their cars rejected. Most started as yours did with goodwill on your side being met with failure on their side.

These people see this as a pure business transaction. The days of Mercedes stepping in and helping out are long gone (sadly).

Good Luck.

 

[magic77]

Ouch dont sound good I have to say in our new B-class W246 there is sometimes also an annoying rattle from corner near windscreen. But in this case thanks to runflats and 18" wheels it only happens on certain roads so I can just about live with that.

What you describe is terribel and have to say not uncommon. Know of one other forum member over on e90post had rejected a C class AMG after similar issues with sqeeks and rattles in the dash. Just hope it improves as seriously considering the AMG A and CLA as next option

I have to say also you have got one bad dealership. My previous W245 CDI200 Auto had a weird annoying sounds from engine bay after we bought it almost as if the gearbox or aircon/alternator where about to fall out. Guildford merc spend days on it and in end nearly got it sorted for it to return 2 months later. But each time had great service , loaners and help.

I think this is the problem with some dealership similar issues are with BMW they think just because they are merc/bmw they know it all and can treat you like crap. The damage is just a joke you give them a car to fix not to damage. Certainly time to get the dealer principle involved.

Had similar experience with another merc dealer and was funny to watch them squirm when my partner decided to let it rip. Had similar issues and in end resovlved but want use that dealership again, especially after stories of certain service test drives came out ,
Fact of matter is you pay for premium brand and it should be the whole package car / service etc otherwise buy ford or gm which rattle from 11miles on the clock. Like my last rental insignia did

Hope you get it sorted

 

[highland lad]

Well i got the a250 engineered by amg only little problem to date is over sensitive driver assit which was sorted immediately by j weirs , but got to say loving the car , bit hard on suspension on the single track roads but normal roads its good . slight slow throttle response below 1000 revs but sure they will soft ware that out soon , but overall its a brilliant sporty hatch back .

 

[magic77]

slight hijack just wondering how you find the FWD with over 200 brake. one reason I'm hollding out to drive the amg as being a RWD driver for last 6 years I just cant do with torque steer and understreer the way high powered FDW give. Just wondering if its as bad as other cars

 

[MattWW]

Hi All,

Many thanks for your Help and Support. I have emailed the Dealer principle and I am hand delivering a letter today.

Below is a copy of both:

Email:
Trevor,

I have very recently purchased a vehicle from the Brentford Dealership that I believe you oversee.

Over my 10 weeks of ownership I have had numerous non productive hours, 3 attempts at repair, 2 test drives with engineers, 4 different loan vehicles and countless phone calls to various members of your staff.

To date my vehicle has still not been repaired, instead it has sustained damage buy your staff whilst in your workshops. (Its still in there.... Again)

As a result I am left with no option but to reject the vehicle.

Can you please contact me (on my mobile preferably) to discuss this matter and for me to take down your details so I can notify you in writing and arrange a date to hand the vehicle back.

Ps I write this as I am sat in your waiting area for the 4th time today whilst your staff resolve an issue with your loan car.

Regards,

Matthew Wilson

Letter:

1st May 2013
Dear Mr Webb

Ref: LL62WTV – Vehicle Rejection

I am writing to inform you that I am rejecting my Vehicle purchased from Mercedes-Benz Brentford for the reasons stated below.

Over my 10 weeks of ownership I have had numerous non-productive hours waiting in your dealership, 3 attempts at repair, 2 test drives with engineers, 4 different loan vehicles and countless phone calls and emails to various members of your staff trying to aid you in repairing my vehicle.

Many of my attempts to get the issue resolved have been met with excuses of staff training and annual leave, These are issues that should not affect the level of service I receive from Mercedes Benz.

The issues relating the rattles in the centre console, Both B Pillars, Near side C pillar and parking sensors faults still remain. To add insult to injury my vehicle it has sustained damage in the hands of your staff whilst in your workshops, the damage so far is a scratch on the drivers wing mirror, scratches to the rear bumper and scratch to the centre console.

I am genuinely disappointed in Mercedes-Benz Brentford. The quality of vehicle and customer service I have received falls far short of the level that one would reasonably expect from a premium brand whose slogan is “Das Beste oder nichts".

As a result I am left with no option but to reject the vehicle and return the keys and paperwork. Had it not been for my enduring patience this letter would have been with you sooner.

Can you please contact me to agree when you or an alternative member of staff are available for me to hand back to yourselves and process the refund.

Yours Sincerely,
Matthew Wilson

Thanks Again!

 

[Starky]

Good luck.

 

[igk1]

I will be interested to hear how the process goes. Good luck and hope you get it resolved.

 

[jonnyMercUK]

2 Scratches in my paint and 1 gouge from my center console I left angry after showing the Sales Manager

I had a similar issue at my dealership. Scratch to my boot, curbed alloy and a dint in the side (near the petrol cap), oh and like you said a 100 apologies!

At the end of the day, Mercedes want to be classed as a prestige brand but still, you wouldn't expect this from any manufacturer!

All problems fixed now, ended up having the dint fixed at my work as there was no way I was leaving it at the dealership.

Hope you get sorted!

 

[C43AMG]

Brentford has got a lot of previous as far as Customer Service (The lack of ) is concerned. I think it is you are doing them a favour syndrome. It goes back years and years

 

[C43AMG]

I'm with Bruce here.

I'd reject that car immediately.
Even if they do fix the rattles and parking sensor, they damaged the paint and taken a gouge out of your interior. I'm sure they won't be looking to replace the centre console for you. It'll just be a "sorry.. Here's a free service".

That would infuriate me even more.

I'd reject the car and go to another dealer.

If you're set on the same car and same spec, fair enough, just get it from another dealer, they sound like complete jokers who can't be bothered.

Deny them the business.

I have a good contact at Brooklands if you decide on another Mercedes

 

[zebra]

And Mercedes as a manufacturer have just come 5th in Autoexpresses annual survey published today, beating BMW and Audi, Lexus top with Jag 3rd. Dealers like this will see them fall back down the list....

Sent from my iPhone using MBClub UK

 

[rhud]

This is all such a pity, and so damaging. The best dealerships - one of which in my experience is MB Harrogate - must get so angry when they hear about what goes on in some other places.

 

[highland lad]

slight hijack just wondering how you find the FWD with over 200 brake. one reason I'm hollding out to drive the amg as being a RWD driver for last 6 years I just cant do with torque steer and understreer the way high powered FDW give. Just wondering if its as bad as other cars

Must admit i was not too sure about going down the front wheel drive route , but have to say it works quite well, you can spin wheels up when you set of quickly , but its running in so have not pushed it yet, wonder if that why it has a bit of lag or slow throttle response at low revs have mb been clever, must admit after driving it the amg45 does sound like a lot of fun. should i have waited.
simon

 

[magic77]

thanks keep us up to date on how you get on them. A slow throttle / lag could be down to software. If there is a software update should help otherwise a remap

 

[MattWW]

Hi All,

Just a quick update,

Ive given the A-Class back and they are just processing etc... I now am a owner of a 2012 C-Class Coupe really happy with it and I'm loving the good service from Mercedes-Benz Redhill !

Thanks for all you help guys !

Cheers

Matt