Sequentronic gearbox, clutch and warranty.

[zishan03]

I have an odd thumping sound coming from my car when it changes gear. First the dealership thought it was a plate which is on the differential, so they changed that, didnt solve the problem. Then they thought it has to be the differential, so they changed that, didnt solve the problem. Now they tell me that they phone Mercedes headquaters and they said that the clutch in the gearbox may have gone. Now my understanding would be that considering I have no control over the clutch (it being an automatic clutch) it would be under the warranty, but no. The service advisor guy told me that they have to inspect the gearbox and if it is just wear and tear of the clutch then it is chargeable to me. He said that application of the throttle is my control over the clutch. So, unless they look at it and deem that it has for some reason worn before its time, I am going to have to pay for it.

What do you think about this?

Am I justified in feeling that I am being screwed if I have to pay for the wear on a clutch that I have no control over?


Zishan

 

[golden-1]

how old is the car? if its quite new then MB should foot the bill. the law requires that when sold goods should be of servicablecquality, and remain that way for a "reasonable" period of time. reasonable in this case meaning "as long as a layperson with no specialist knowledge. i'd put it at 3-5 years (if it just needs a light fixing) or 250,000 miles (if it needs more than just a touch up). auto clutches, like manual ones still needthe clutch plate "done" every 3-4 years. (possibly longer)

 

[Brian WH]

Moved to Engine/Gearbox section.

 

[zishan03]

The car is gonna be 3 years old in June, so its still in the warranty period.


p.s.
sorry about the wrong section.

 

[pammy]

what mileage you got on it?

 

[zishan03]

what mileage you got on it?

38,000

 

[pammy]

mmm - the high side of average, so your warranty might not cover it if they can show that it's normal wear and tear - but one would expect it to last much longer. You just might have a bit of a battle on your hands. The main thing is you are within your warranty period and that's what you should fight for.

 

[zishan03]

I completely understand that the clutch is a wear and tear item on a manual car but I literally have no control over its function and the thing is, I have the feeling that when they open it, no matter how its worn down, its going to look like plain wear and tear.

By the way, the variable valve timing unit on my car was loose a short while ago which was causing the revs around 1000rpm to sound scratchy, any idea why that would be?

Zishan

 

[zishan03]

Also, anyone have any idea how much it would cost to replace? roughly?

 

[Satch]

I would take that up with a senior being in MB UK Customer Services directly and in writing. You need to evidence your position coming up to the end of a warranty period.

Your gearbox is essentially a manual box with an automated clutch. You have no control over the way that clutch operates so cannot influence the wear rate as would be the case with someone causing excessive clutch wear by riding it.

If it is dying on you at 38,000 miles that is wholly unacceptable and must be a warranted defect. Would you expect on an automatic the clutch pack to let go at 38,000 miles within warranty and then pay up for "wear and tear" ? No.

Would you expect a manual clutch to fail at 38,000 miles? Perhaps, but only in exceptional circumstances.

So if MB is saying that any clutch problems on one of these marvels within warranty always has the potential for being on account of the owner due to "wear and tear", I would suggest that will ultimately represent yet another own goal.

 

[SportsCoupeRich]

i agree with satch...and having experienced one of these seqentials in an a class for a few months i understand whart you say zishan - u have no control at all.

on a related note how do you find the 'box? i didnt really like it an plumped for straight auto on my coupe.

 

[zishan03]

I would take that up with a senior being in MB UK Customer Services directly and in writing. You need to evidence your position coming up to the end of a warranty period.

Your gearbox is essentially a manual box with an automated clutch. You have no control over the way that clutch operates so cannot influence the wear rate as would be the case with someone causing excessive clutch wear by riding it.

If it is dying on you at 38,000 miles that is wholly unacceptable and must be a warranted defect. Would you expect on an automatic the clutch pack to let go at 38,000 miles within warranty and then pay up for "wear and tear" ? No.

Would you expect a manual clutch to fail at 38,000 miles? Perhaps, but only in exceptional circumstances.

So if MB is saying that any clutch problems on one of these marvels within warranty always has the potential for being on account of the owner due to "wear and tear", I would suggest that will ultimately represent yet another own goal.

I couldnt agree more!!

Even though your comments dont change anything, thank you because they have made me feel better knowing i'm not the only one who thinks this.

Zishan

 

[zishan03]

i agree with satch...and having experienced one of these seqentials in an a class for a few months i understand whart you say zishan - u have no control at all.

on a related note how do you find the 'box? i didnt really like it an plumped for straight auto on my coupe.

Its kind of a love hate thing with this box, I love it because it gives you more control then a auto but not as much hassle as a manual. The ride is not as smooth as a normal auto, or even a manual driven correctly for that matter. I must say tho, after getting a C200 auto as a loan car the last time my car was in, i'm 75% sure my next car will have the regular auto box on it. Those things are just so domn smooth.

 

[Satch]

I couldnt agree more!!

Even though your comments dont change anything, thank you because they have made me feel better knowing i'm not the only one who thinks this.

Zishan

Please let people know how you get on. Keep pushing because it really is not good enough. The response you have received could be the work of an idiot but equally could point to an unhelpful "policy".

It is important it is that you put your complaint in writing to both the Dealer and MB UK Customer Services. Keep copies of everything.

Good luck

 

[zishan03]

I'm going to wait to find out what they decide on first, if they say I have to pay then i'll be sure to write a letter.

Thanks for your words of wisdom.


Zishan

 

[zishan03]

Well the dealer called and said that they opened the gearbox and couldnt see anything wrong with it so they re-tourqed the clutch to the biting point and they bled the system and they have come to the conclusion that they think its a characteristic of the car. They are arranging for me to drive a like for like car to show me and them that it is indeed a characteristic of the car.

I'll let everyone know what happens further then this when I find out.


Zishan

 

[SportsCoupeRich]

Bo**ocks jumps to mind

 

[calum]

they have come to the conclusion that they think its a characteristic of the car

bollocks indeed

If it's a characteristic of the car, why didn't they say so when they reproduced the fault, before doing any work? Any why did they then attempt three separate repairs?

Watch out that it's not instead a generic fault, which may also affect your "like for like" car...

 

[zishan03]

Well its back on a again ladies and gentlemen. I was told today that they never even opened the gearbox and basically they just did the "clutch learn" procedure again (which is re-tourqing the clutch to the biting point). So now i'm told, if they look in the gearbox and the clutch is worn, then I will owe them £1110 to put in a new clutch and close it back up. OR, if its the clutch and I want to then get it done somewhere else, I will be charged £700 labour for them having opened the gearbox and then closing it again (6 hrs labour charged at £98 per hour +VAT).

I called Mercedes customer service today and told them I didnt like the position I had been put in. They said they will speak to the dealership and call me back, I have a feeling that this will get me nowhere. I am going to put my complaint into writing, so I just wanted to as everyone if they had any advice.

Thanks Alot

Zishan

 

[Satch]

Customer Care Department
DaimlerChrysler UK Limited
Tongwell
Milton Keynes
MK15 8BA

Get a named contact from the people you have been speaking to.

Send it by recorded delivery

Do not expect any real help from the Dealership but keep them involved.

Have a chat with your local Trading Standards Officer and see what they can do. Failure to honour warranties coupled with substandard service is right up their street.