Repairs Incomplete. Guidance Appreciated.

[C320]

The air conditioning stopped working on my W205 C220d. There was also a ticking sound when air conditioning was turned on. I connected to the car and it flagged codes for the air conditioning actuator blender motor on the left side (behind glove box). Turning the heat up made no difference and all the vents blew different temperatures. The left vents were either full hot or as cold as could get without air conditioning. I also connected to the air conditioning ports and found the gas was low.

I booked the car in with Mercedes. I shared my findings and checked if the blender/actuator motor was in stock. It was. Great. I asked them to have the part ready and follow the fault code.

On the day. I received no calls with updates. I have always stated no unauthorised work to be carried out. I have used this service centre for over 10 years without any problems.

At 5:30 PM, I received a call stating that the car was fixed. All had been checked thoroughly and all was well. They informed me the air conditioning gas was low and there was nothing else to it. I collected the car and settled the bill. As I collected near closing time, as soon as I had identified the issue was unresolved, I went back. However, the dealership had closed.

The following day I logged a complaint. No news since. I have been playing phone tag all day with the service manager.

Personally, given they ignored my notes and, did not consult me to authorise work, I feel they need to put things right at no cost to me. You cannot take a car in, connect it to STAR and, then say everything is good to go, when you have not fixed the problem fully.

I am at a loss. Yesterday, I felt quite angry and hard done by. The service has fallen short of the standard I have been used to.

Not sure what else can be done.
Thank you for reading.

 

[tonysmb]

Are you saying that 'all they did' was to re-gas the aircon and, presumably, charge you for that and, possibly, their own Star diagnosis?

If that's correct, I'm not sure what grounds you might have to insist that they 'fix it' at no cost. What did their diagnosis show, or did you specifically ask them to change the actuator and they didn't do so; even if they didn't change it, and didn't charge you, I'm unclear why they should replade it free of charge. Or, have I misread this?

 

[ALFAitalia]

Surely they did not do any unauthorised work if all they did was regas it......I would the expect the system to need a regas after most AC work. If that's all they did the bill can't have been too scary...can it? Just go back, state your case, stay cool...and I'm sure you can get it sorted with minimum grief.

Edit.....beaten by faster typist!

 

[C320]

Are you saying that 'all they did' was to re-gas the aircon and, presumably, charge you for that and, possibly, their own Star diagnosis?

If that's correct, I'm not sure what grounds you might have to insist that they 'fix it' at no cost. What did their diagnosis show, or did you specifically ask them to change the actuator and they didn't do so; even if they didn't change it, and didn't charge you, I'm unclear why they should replade it free of charge. Or, have I misread this?

Yes they were provided with part numbers and a specific request to replace the faulty part. Instead the topped off the gas. The two parts are closely connected. There is no way STAR could miss it. Another dealership service department were kind enough to verify the STAR findings when I explained myself.

I have had some time to cool off. It’s just a frustrating experience. You can look at it as customer request ignored, cutting corners with STAR, and carrying out unauthorised work.

With this garage in the past. I have always had a call about the proposed works and whether I consent or not. You cannot re-gas someone’s air conditioning, tell them there are zero issues with the car, and present them with a bill. Especially, if you have stated contact me before any work. It is unauthorised plain and simple. Their own website states this as their customer service promise.
Yes, it won’t break the bank. £200. Worlds most expensive gas top up. System was not completely low or shot. They missed the mark.
After various phone calls yesterday of how there has been a misunderstanding and discrepancy in information, I gave up. They ignored detailed information given to them on a plate. The good will offer was another free diagnostic to get to the bottom of it. For what? You have been told the exact problem. You didn’t even bother to check the air conditioning with heat on. We went around in circles until I decided I will do it myself or go to another dealer. Either way, I am done with this service department. Customer service always used to be hot. Always. Since the best ones left it has fallen apart.

 

[Connoisseur]

Ridiculous behaviour by a Main Dealer, though not unsurprising, and the more people accept such shoddy practises, the more they’ll do it. You were clear what you wanted them to do, and they ignored you, preferring a quick in and out (non) fix and a large bill.

I see a few options, firstly a strong complaint to Mercedes Customer Services, or a stinging Google online review should produce results as they are seen by all, inc Merc CS, and/or go to MCOL - Money Claim Online - Welcome and get the money back.

The Google review worked for me recently, but the worst anyone can do is put up with this v expensive rubbish. Good luck and let us know….

 

[StMarks]

A chain is only as strong as the weakest link.. If just one person there didn't bother to forward your message properly, the whole company looks incompetent.
People make mistakes, & not everyone is as diligent as they should be. NOT an excuse, but that's just the way it is.

However imho the real test of the company is how they respond when they make a mistake like this.
The correct approach would be.: As soon as they realise that the blame lays with them, they do everything reasonable to correct the situation, and as quickly as the possibly can.
In that ^ respect it appears the dealership has failed miserably, and that is entirely unacceptable.

Perhaps take your grievance up the ladder.? -Someone will (should) care a great deal about the companies customer satisfaction.

 

[C320]

Upon escalation this morning. They have agreed to a full refund for the diagnostics and re-gas.

 

[st13phil]

^ I suppose it's a positive that you're back where you started.

 

[Fastcar155]

Hi , I have had two C207 and been really pleased with both of them.

A friend of mine was considering a change from BMW but has a really good relationship with his local dealer. Stay put I told him and he did. The Mercedes dealer I use has been excellent but it's a shame other dealerships have been under par according to members on this forum.