Problem with CLK500 and Used Car Warranty

[Ben]

I recently (3 months ago) became the proud owner of a CLK 500 (W209) – its 4 years old 37k miles, FMBSH and I bought it from MB Croydon and it came with 1 year Used Car Warranty - tier 1 (whatever tier 1 might mean).

I have written confirmation of the warranty but never received the full booklet and apparently it was ‘not available’ but would sent to me ‘shortly’ – sadly it has never arrived.

Unfortunately the car has now suffered the radiator fault causing water to leak into the ATF and then into the auto box - as described and discussed elsewhere in the forum. This has been diagnosed by my local dealer - MB Brighton – who are in Portslade, Sussex.

Now the questions:

1) MB Brighton say that next week that are going to put in a claim to MB, the impression I got was if MB rejected the claim then they would claim on the Used Car Warranty – they seemed vague as to whether this problem would be covered by either MB or the Warranty. I have got the wrong end of the stick here or is claiming on MB before the Warranty the usual thing to do? Why not claim on the Warranty that’s what its there for?

2) Does anyone know what the Used Car Warranty actually covers – I haven’t managed to find anything on the MB web site – any link to an electronic version of the document would be very much appreciated

3) If MB and the warranty reject the claim what next, as MB Brighton want to replace the radiator and auto transmission I would expect the cost would be several thousands – I really don’t want to stump up for that. Would it be enough just to get a new radiator fitted and flush the auto box – i.e. hope any damage to the auto box is minor?

4) I know this is a bit open ended but are there any other known problems/‘time bombs’ in the W209 – e.g. if the radiator had been changed earlier it would have been a much cheaper job than replacing the auto box

Thanks very much for any help or insights you can provide

Ben

 

[DC_insider]

I expect that your car was sold under the "Approved Used" programme (in fact I would be very surprised it it wasn't).

The warranty on cars in the "Approved Used" programme may be recorded with and underwritten by MB themselves. Have you tried phoning the Customer Advice Centre (00800 1777 7777) and asking them if they have a record of a used car warranty on your car?

In the event of the warranty failing to turn up or the claim being rejected there is an implied 6 month warranty with used cars sold by dealers as any fault that occurs within that period is assumed to have been present when the car was sold, unless the dealer can provide evidence to the contrary (such as the radiator being damaged etc).

 

[bolide]

As DC_Insider says, the car is covered by the warranty and by the Sale of Goods Act. There may be the possibility of a goodwill replacement from MB as well

I'd put the Workshop Manager of MoB in touch with the Used Car Sales Manager of MoC and ask them to sort it out between them and call you with a plan & timetable. If that doesn't include replacing everything FOC I would be very surprised

FYI next door to MoB is Rivervale. Rivervale is a Mercedes-approved repairer as well

There are plenty of good people in Sussex to work on these cars in addition to the main dealer

Nick Froome
www.w124.co.uk

 

[BTB 500]

Don't worry. The approved used tier 1 warranty covers just about everything (even tyres, when I had it). The work will probably get billed direct to M-B as a 'known fault', but if not the warranty will cover it. Either way you will be OK.

 

[Bobby Dazzler]

I reckon you'll be OK, as Bill suggests, Tier 1 is very very very comprehensive and the problem you have encountered is a known problem, albeit rare.

With regards to what's covered, just ask your dealer or phone Customer Services using the number DC provided. However in the interests of simplicity it's pretty much the same as the manufacturers warranty.

I've read that MBUSA are getting tighter and don't automatically replace the torque converter and transmission - not sure if MBUK are taking the same approach.

Let us know how you get on...

If this problem is going to happen, it's better that it happens under warranty!!

 

[Ben]

Thanks for your replies

I could describe this posting as a quick update but there's very little to update about - after chasing MB Brighton they say they are still waiting for a response from MB etc etc - suggested I call them late on Thursday 10th.

Frankly not at all happy with time its taking to get this sorted and the level of service received - but what other options do I have?

 

[Flash]

As long as you don't foot the bill (which you won't have to) just let DC UK/Stealer get on with it and chase them to speed up things.

 

[hawk20]

Be patient. You will be alright. And so glad it happened during the guarantee problem. Your case and many others show the advantage of buying approved used.

 

[timskemp]

On the subject of approved used, that warranty costs the dealer quite a bit of money. I wouldn't be surprised if there are some dealers taking a flyer on the warranty and not sending the paperwork off in the hope of not having a claim, or using a cheaper third party warranty.

The booklet is posted out from Mercedes (mine was) HQ, you should get it within a couple of months of ownership.

 

[television]

This is the rotten bit of the car trade, its the same thing as where the exhaust valve seats in some heads crack, also the 220 where a badly stamped hole for the 3rd light cause water to damage an expensive SAM.

The owners of these car could not have caused the problem themselves, yet are charged the top rate. The wording from MB on these issues as to charge or not are very vague

In this Valeo rad issue, I would have thought that at least an offer of a new rad before it split, at a good price would have gone down much better.

In my own trade where say an on and off switch is known to catch fire, I have to follow up and do the mod, when we are advised. I know that a fire risk is different, but not all manufactures admit this problem

 

[timskemp]

Thanks for your replies

I could describe this posting as a quick update but there's very little to update about - after chasing MB Brighton they say they are still waiting for a response from MB etc etc - suggested I call them late on Thursday 10th.

Frankly not at all happy with time its taking to get this sorted and the level of service received - but what other options do I have?

Can I suggest that you try the method I find successful - you need an auditable trail of communication, so if you make a phone call follow it with an email, or better still email your request to them and chase the email with a phone call.

Never be afraid to go above the person who's dealing with it either, not in a sly manner but just ask them nicely who in the organisation would be able to speed up the process.

Polite, firm, persistant and correct. Works every time.

I quite enjoy trying to get the words unsatisfactory, disappointed, reject, quality, customer experience etc into my communications...

And don't forget when it is all resolved write / email the dealer principal and let him know how happy you are with the guys that helped you. The thanks will help more than any complaining you can do beforehand!

 

[Bobby Dazzler]

Can I suggest that you try the method I find successful - you need an auditable trail of communication, so if you make a phone call follow it with an email, or better still email your request to them and chase the email with a phone call.

Never be afraid to go above the person who's dealing with it either, not in a sly manner but just ask them nicely who in the organisation would be able to speed up the process.

Polite, firm, persistant and correct. Works every time.

I quite enjoy trying to get the words unsatisfactory, disappointed, reject, quality, customer experience etc into my communications...

And don't forget when it is all resolved write / email the dealer principal and let him know how happy you are with the guys that helped you. The thanks will help more than any complaining you can do beforehand!

Spookily familar. Exactly what I do.

I always take the opportunity to say thank you - in writing too. Strange how people then bend over backwards to help you later.

 

[DC_insider]

On the subject of approved used, that warranty costs the dealer quite a bit of money. I wouldn't be surprised if there are some dealers taking a flyer on the warranty and not sending the paperwork off in the hope of not having a claim, or using a cheaper third party warranty.

The booklet is posted out from Mercedes (mine was) HQ, you should get it within a couple of months of ownership.

The approved used scheme is controlled by DCUK and one of the things they keep an eye on is registration of warranties. Dealers receive a bonus for 100% compliance so I find it highly unlikely that a Dealer would deliberately fail to register the warranty.

 

[Ben]

I called MB Used Car Warranty who were very efficient, had all the details of the warranty and were surprised at the time it is taking for the dealer to get anything sorted out.

Meanwhile left numerous messages at the dealer - Mercedes Benz Brighton - none of which were returned - Eventually after calling back many times I got to speak to my contact there who said that MB would pay 50% of the parts so now it was time to submit the warranty claim - its taken a week and a half to get to this point!

As I need a car - and given the speed at which they (don't) get things done I asked them whether I could collect the vehicle and whether it was safe to drive - they said it was

I think I might now call Rivervale (who Bolide mentioned above) who are a MB service centre and see if they can do the work under warranty for me - sooner put the business their way rather than MB Brighton.

Has anyone used Rivervale or got any thoughts/comments on the ongoing saga!

 

[Mr E]

I'm wondering if they've had a change somewhere in MB Brighton......

I used to find them very good and efficient - until the last service. They then decided that they couldn't pick up my car ("we don't come out that far, sir") and when it was pointed out to them that the lease company stipulate collect and return, as well as collecting my car for nearly 3 years they then said they only come up one Wednesday every month. I live 15 miles away.....

It came back without it's MOT, errors on the dash and the driver's mirror not working. I now have to wait another two weeks as they only come up to my area "on a Monday".

My mate was screwed by Rivervale when he had his S - he successfully sued them when they blatantly hadn't done the items invoiced and refused to put it right. He's had no trouble with Brighton, but the CL has yet to go into them ...

 

[Ben]

Thanks Mr E for your response - sounds like going to Rivervale could be jumping out of the frying pan into the fire - maybe I will try and get to speak to someone more senior at MB Brighton on Monday to see if I can get any results that way.

 

[Rory]

As I need a car...

Wasn't there any way - MB new/used warranty, Mobilo or dealer goodwill - that you could have had a courtesy car?

 

[Ben]

Wasn't there any way - MB new/used warranty, Mobilo or dealer goodwill - that you could have had a courtesy car?

According to the person I was dealing with "We don't have any courtesy cars available" ...

 

[hawk20]

According to the person I was dealing with "We don't have any courtesy cars available" ...

Remember that does not mean 'we do not have courtesy cars' --just not available at the moment. Sometimes we have to book in a week ahead to get a courtesy car.

 

[crockers]

According to the person I was dealing with "We don't have any courtesy cars available" ...

All you need to is reply "and when would one be available?"