No service book with car?

[Beetnik]

...As a gesture of good will I would expect a 3 figure financial contribution towards the cost of the cars next service.

anything up to £9.99 then

 

[Smiley]

Sorry to open an old thread but 8 months in to my Mb experience still no service book, despite actively chasing MB of Glasgow regularly to get one.

I sent this to MB UK customer services to try and give 'em a wee boot up the ar**.

Dear Sirs,

I am writing to voice my displeasure over the following issues. In March this year I bought an E220cdi from Stratstone Mercedes In glasgow. It was a 2005 car and was missing its service book. The Salesman (Mr ******l) advised me the car has been serviced and showed me the electronic service log and that he'd arrange for a new service booklet.

After numerous phone calls and no reply from the used car division I feel I must escalate the issue to MB Uk themselves and have you deal with the dealership to get the service booklet for me. The car is on the regi plate *******. It has been serviced by MB Glasgow shortly after my purchase of it, and was paid for by the used car division. However I've put on the milliage and it will need a service soon, and I'd like the book.

Having known it was going to take this long to get the service book I never would have bought this particular car, and it was the salesman that assured me that 2-3 weeks after purchase I would have the booklet, so I could scrutanise it and invoke the cooling off period (which I wish I had done). Please arrange for this new booklet to be stampted up by whoever serviced it before I had it done, and then by MB of Glasgow who as I said previously serviced it this year.

I may also add given this level of basic incompetance by not only MB of Glasgow for not returning several of my phone calls but also the other dealership who haven't stampted up the book for MB of Glasgow to subsequently stamp, that I am very tempted to have the car serviced outwith the dealer network at a decent independent garage, of which there are many, rather than suffer this drawn out process of getting a simple booklet.

It is with regret I write this as the purchase experience was very postive and the salesman did well with his presentation of the car, the finance packages that were made available and rectifying the cars requirement for service 10 days after purchase. However they fell at the final hurdle. For your refernce I had trouble with a BMW dealership getting a service book, it took them 4 months and less chasing. This has taken 8 and counting. As a gesture of good will I would expect a 3 figure financial contribution towards the cost of the cars next service.

Regards

Stephen

I would hope to hear from them soon to see what they'll do. Its a shame as everything else about the car has been good.

This is a perfect first letter polite and non threatening and making the point that you are not happy. I would have sent it a bit sooner thats all. See what response you get - if it does not do the trick then adopt a much firmer stance and suggest that you have been patient enough - you will now be sourcing another car with a full documented service history and will therefore be rejecting their vehicle as not being in accordance with description at the time of sale (ignore the cooling off thats nothing to do with it); you will be returning it in one week and asking for a full refund. That should get things moving. Oh and by the way send it recorded del.

btw a car without the service history will be worth thousands less not hundreds.

 

[glojo]

This is similar to Donza's tale. Quite worrying as there will be some that "slip through the net".

I am glad MB were good enough even though the cooling off period was up (>1k miles covered) to swap the cars, just make sure this one checks out. Visible stamps in the book, it might be worth while checking they were done by calling the relevent dealer. The fact the same dealer is supplying the car wouldnt overfill me with confidence.

With the greatest of respect this is NOT similar to the Donza saga in any shape, form or fashion.

We all told Donza to put his complaints in writing and some of us stated that if his allegations were true then we would expect Mercedes-Benz to act in EXACTLY the way we have seen with this owner.

The last that I heard regarding the Donza saga was that Trading Standards were allegedly taking up the case??? Even though they had not seen the car and also Donza had returned the car to the dealer???

A number of us have returned vehicles (mine was a new one) and we have all received a first class service from Mercedes-Benz UK. My own thoughts have always been that if the customer has a legitimate complaint and MOST IMPORTANTLY.... They carry out all the opening communication in writing. Then it will usually get sorted in a manner that leaves the customer very happy. There will always be the occassional exceptions and there will always be the odd dissatisfied customer, but we must all accept there are two sides to every coin and it is all about the art of communication. The loudest voice does not necessarily get the cream cake.

Good luck ***

regards
John

 

[teknow]

Sounds like something that happened to me with MB Direct.

I bought a '98 C Class with 70k on the clock about 6 years ago. Was told that the car had a FMBSH and they would order a booklet.

Nothing ever surfaced. I tried to trace the SH myself but found that MB (at this time) did not have a central computer system. So you had to find the exact dealer (somehow) and hope it had not had a private plate on it or that they'd had a new computer system and the records were 'lost'

Bloody nightmare. Never got the SH - cost me a mint. I didn't know about the return policy ... I wish I'd taken them on.

All the best in your plight.

 

[Dryce]

I sent this to MB UK customer services to try and give 'em a wee boot up the ar**.

THe service book wasn't supplied for my car but it was only 1 year old, came with a MB direct service sheet for thev first service, and they supplied a replacement book within a few days.

I would be inclined to push for the following:

1) extension of warranty by a year

2) if mileage was over 37500 when you bought it and there is no record that it was done (and if not done since) then ATF replacement.

 

[st4]

The milliage is approaching 37.5k fast. I keep phoning the dealership and get nowhere, so upon trauling thru old threads on the forum I felt it wise to put something into writing to move the ball along a bit, I'd rather not have had to do this as apart from this the garage treated me well.

I'd feel a bit "wrong" trying to return the car now, its 8 months in and 8k up or so in miles. I had plenty of time to do so nearer the time, however it will be serviced again soon (in line with its MOT) and I'd like the book as then it will have been serviced twice in my care.

I was shown the cars service history on the computer, asking specifically to see it and any warranty work that was done before to put my mind at rest, if it subsequently comes out the car is a "Donza case" and much higher milliage I will consider asking for compensation/return the car as I paid for a car that had done <30k miles, not over.

 

[recycled]

this is a bit funny.
peugeot took six months to get mine as well but then their service intervals are 2 years.
why can the book not just be kept with the car, e.g like the spare wheel or instruction booklet?

 

[st4]

I got this back from MB UK today

Dear Mr. Taylor

Mercedes-Benz Model: Mercedes-Benz E-Class
Chassis No: *****************
Registration: *******

Thank you for your recent letter, which was received at this office today.

We are extremely sorry that your experience of Mercedes-Benz has not met your expectations. In view of your concerns, we have opened a case file in order to investigate further. This process can take up to ten working days, and we would ask for your patience in this time as we review the details of the matter.

Please be assured that your comments have been noted here, and that we will write to you again when we are satisfied that we have addressed the issues you have raised with us appropriately.

Yours sincerely

*******
Customer Service
Mercedes-Benz Customer Assistance Center Maastricht N.V.
Gaetano Martinolaan 10
NL-6229 GS Maastricht, Netherlands

Phone Nr: 00800 1 777 7777
mailto: [email protected]

Lets see how they get one.

 

[st4]

Result, collected the book today from MB Glasgow and I received an apology from MB UK. Sad thing is, it needs another service in 1100 miles. Its a "b" service.

 

[peterg1965]

Good news ***, just sad that it took so long!

 

[st4]

Good news ***, just sad that it took so long!

BMW took half the time, and didn't need a shove the way MB glasgow did either. But its good to have it, and if I ever need sell it the book will help make it more marketable.