Not a great first MB service experience

[spwells2002]

I bought my E350 avantgarde diesel 10 months ago with 12,000 miles on the clock. Today approaching its 3rd birthday and 24,000 miles, I took it into the local MB dealership in Nottingham for an A service and MOT. I booked a 10 am appointment and was told the car would be ready at 4.30 pm. At about 3.10 I was contacted and advised that they had just discovered that the car required a gearbox oil and filter change which they could do for an additional £260 which basically inflated the price of the service by 100%. I was stunned that this was brought up so late in the day (literally) and declined their kind offer to get it done there and then. I remain distinctly unhappy with the way this was presented by the dealership, though looking online suggests that it is a job that needs doing. Presumably if I get it done outside the official dealership network it will effect Mobilo cover? They said that Comand was due an update to V5 but they hadn't got it yet and it would have to go back in for that, so I could get the gearbox done then. But I remain disenchanted at the way this was dropped on me and the complete lack of any apology about it from the service representative. I was I have to say distinctly underwhelmed by the whole experience.

 

[m2287]

Mountain.... Molehill.

 

[ivandraganov]

Stick to the dealer,with that car 260£ wouldnt be a Big deal for you..

 

[spwells2002]

O.k. I guess I have to accept a 100% increase in the quoted price for a service is a molehill and that it is fine for the dealer to advise of that molehill 5 hours after they have had the car. I remain surprised that the dealer wasn't aware of the need for an oil/filter change as part of the service.

 

[Liquid silver]

I have also had terrible service from Nottingham, told me I had cracked discs on my 107. Took it to 2 independents, both confirmed that the brakes were fine. Then my wife had a slow puncture said it was in the side wall and unrepairable and wanted £145.00 for a new one. Rang Central Tyres and ordered a new one for £105.00 fitted. When I got there they asked"why have you ordered a new tyre" I told them what MB Nottingham said and CT said that they would repair the tyre for £20.00. no problem with the tyre that could not be repaired. I no longer use MB Nottingham.

 

[Liquid silver]

O.k. I guess I have to accept a 100% increase in the quoted price for a service is a molehill and that it is fine for the dealer to advise of that molehill 5 hours after they have had the car. I remain surprised that the dealer wasn't aware of the need for an oil/filter change as part of the service.

I you do go outside the dealer network I can highly recommend The MB Center on Trent Lane, Colwick

Paul

 

[Rory]

I remain surprised that the dealer wasn't aware of the need for an oil/filter change as part of the service.

This kind of thing used to be very common with Mercedes dealers, but you hear it less now.

They should have been able to tell you what was required and give you the cost when you booked the car in - but it's suspected that they're economical with this information as to tell people the service is going to be £500+ when they're expecting £250 would put people off and cause them to get their cars serviced elsewhere.

Does is definitely come up on the ESS Mercedes-Benz ESS or on MyService: https://www.mymercedesservice.co.uk/home

As the 4 year service is a big one it would likely have been worth you buying a 2 service ServiceCare package. Again, the dealer could have told you this.

 

[markjay]

As far as I know the ATF needs to be changed at 37,500 miles.

If your car currently has 24,000 miles on the clock and you do around 14k miles a year, then you will need the ATF change just around the next service time.

What did ESS show?

On another note, if your car is eligible for free COMAND map updates, be sure to get this done before the 3 years warranty expires.

 

[roastbeef]

Just out of interest I thought these new fandangled mercs did not need auto box oil change sealed for life ? Or did they change that

 

[rifiki]

All lube oils degrade after long use. Have had good service from Benz Service Centre mansfield.

 

[spwells2002]

Just out of interest I thought these new fandangled mercs did not need auto box oil change sealed for life ? Or did they change that

This appeared to be the service representatives excuse for them not detailing the work as they didn't know what type of gearbox it had. I think he said that the ones with stop/start did not need a change. I naively thought that the flaunted electronic service record would tell them what needed doing and if not they would get a job sheet sorted at the start of the service and tell the customer if extra needed doing then. He did say it was three years or 37,500 but when I said I would go for the latter he said it was a case of "which ever comes first"! The map update I asked them to log as incomplete and I was assured it would be done under warranty and they would ring as soon as it was available. Fingers crossed?

 

[renault12ts]

As MJ says above, it is not due at 24000 miles. You did the right thing (luckily) by refusing.

 

[Doodle]

Just out of interest I thought these new fandangled mercs did not need auto box oil change sealed for life ? Or did they change that

"Life" is not a defined constant though, and can be extended considerably by unsealing it and changing the fluid periodically.

 

[John Jones Jr]

I booked a 10 am appointment and was told the car would be ready at 4.30 pm. At about 3.10 I was contacted and advised that they had just discovered that the car required a gearbox oil and filter change which they could do for an additional £260 which basically inflated the price of the service by 100%. I was stunned that this was brought up so late in the day (literally) and declined their kind offer to get it done there and then. I remain distinctly unhappy with the way this was presented by the dealership, though looking online suggests that it is a job that needs doing.

That's because they took the car into the workshop @ 3.00pm to carry out the service & MOT.

 

[christopherwk]

Interesting. My car has been through 3 services at a Mercedes main dealer (it's leased so it has to be done there), and hasn't had the gearbox oil and service done, despite me asking before having the third service done (at 45,000 miles approx.) They say it's not required.

 

[DSB SL AMG]

It changed because auto boxes were prematurely going 'bang' with their 'sealed for life oil'.... now all major premium OEM's recommend ATF change, MB 37.5k, I think BMW around 40k mark...

Just out of interest I thought these new fandangled mercs did not need auto box oil change sealed for life ? Or did they change that

 

[Rory]

He did say it was three years or 37,500 but when I said I would go for the latter he said it was a case of "which ever comes first"!

That's absolutely normal - service items (for all cars) are almost always time/mileage based and are done whichever you hit first.

Have a look at the ESS, that's the Oracle. If the car is on a service contract then they absolutely will only do work which is called for on the ESS. The interval now is all over the place - it's 31,500 miles/3yrs on some car and others come up at 5yrs.

MB have chopped and changed the ATF interval over the years - my car didn't call for it, but cars a couple of thousand VINs later (probably 2 weeks production) call for it at 37,500/3yrs.

Might be too late if you've paid for the service, but if not then look at ServiceCare as I mentioned previously as your service at 4yrs will be quite expensive too. Make sure the ATF change is required though - if you've got a ServiceCare contract they won't do an ATF change if ESS doesn't call for it.

 

[spwells2002]

ESS says:
Service 20 - Once at 31,000 miles/3 years
Automatic transmission: Carry out oil and filter change (With transmission 722.9 - NAG2)

 

[After Shock]

I guess it's not the actual cost of the oil change but the way it was brought to your attention?

I'm afraid this seems endemic in main dealerships as they basically don't have to offer good customer service. Sad as that sounds.

Will your car be worth more with full MB dealer stamps is a difficult one. We know that a good independent is probably better. Does "joe public" see this?

I never go near MB. Far to expensive and not good enough to warrant the price IMHO.

A good Indy. Recommendations anyone will do as good a job at a better price.

Although get the free updates done obviously.

 

[spwells2002]

Yes you are right though the cost of a gearbox oil change does bring tears to the eyes. I am old enough that £260 is more than twice what I paid for my first car! Though of course it is hard to compare an A35 and the E350!

I don't buy that they didn't know what car they were servicing, before it was in the workshop and given W212s have been around since 2009 a fair number of E350s must have been through their hands for a 3rd year service. Therefore to ring up just as I was leaving to go back to collect the car and double the cost of the service and implicitly suggest I was lucky they had the parts in stock so could do it there and then, was stretching my credulity. The oil change and the parts must have been a regular occurrence. If they really didn't have the appropriate service schedule for the car, then the whole system of electronic service records would appear to be not worth the paper it isn't written on!

As I expect the car will outlive me, it was bought as a last car, I suspect a full M-B service record is irrelevant and I will explore the local independents next year and make my own breakdown cover arrangements. Not for reasons of cost but hopefully a better overall service experience and so I don't have to make more mountains out of molehills next year!