W213 problem and customer services

[EdgarEvans]

Hi all
I'm having a problem with Mercedes at the moment. The instrument cluster has failed in my 2017 (May) E220d. So far its cost me €260 just to tell me its broken and needs replacing. My main dealer sent a report to Mercedes expecting them to cover the cost as this part fitted is €1860 fitted and should not fail in four years with only 50k on it. Mercedes refused so I took it further! I was sent the number of Mercedes Customer Services for Ireland. After a short polite conversation with little help I was told in their own words "maybe not to buy a Mercedes next time". I mean WOW, this from one of the world's premium car makers. At the moment I'm waiting for Mercedes worldwide to get back to me after they escalated my case further. Apart from anything else this is a safety issue as I cannot see any information after dark such as speed, fuel, temperature, the gear the auto box is in etc...... Here's hoping!

 

[Headhurts]

That seems odd to me that Mercedes will not help towards this on a 4 year old car, especially given the apparent seriousness of the situation.

The dealership should really appeal at first rejection, mine did for me on replacement shock absorber on my car which was 5 years old and on appeal they paid from memory 60% of cost to replace.

The only reason I can think of for not helping is if the car has been serviced outside of the official dealership network.

Good luck with your claim.

Robin

 

[whitenemesis]

Apart from anything else this is a safety issue as I cannot see any information after dark such as speed, fuel, temperature, the gear the auto box is in etc..

So, it is working but not illuminated?

 

[EdgarEvans]

That seems odd to me that Mercedes will not help towards this on a 4 year old car, especially given the apparent seriousness of the situation.

The dealership should really appeal at first rejection, mine did for me on replacement shock absorber on my car which was 5 years old and on appeal they paid from memory 60% of cost to replace.

The only reason I can think of for not helping is if the car has been serviced outside of the official dealership network.

Good luck with your claim.

Robin

No mate, fully serviced at Mercedes since new.

 

[EdgarEvans]

So, it is working but not illuminated?

Speedo and rev counter working, that's it. No center screen, no fuel gauge, no engine temp, no button illumination on steering wheel or center console...etc

 

[whitenemesis]

Got any MB independent specialists in your area? I'd get a second opinion..

 

[EdgarEvans]

Got any MB independent specialists in your area? I'd get a second opinion..

Yep, I done that. An electronics expert took it out and tested it. There's a main chip in it that can't be replaced. It's a throw away part unfortunately.

 

[et0609]

Thats pretty poor service. In the past, as long as I have had a full MBSH they have always been willing to make a contribution. In an old W204 I had, the fold out powered screen died and it was about £1500 to replace. About 6 months out of warranty, they contributed 90% so its a little strange they wont help you. Mind you, Ive had my own battle with their warranty department recently and they can be hard work.

 

[EdgarEvans]

I've actually said to them that if I had a Kia I wouldn't have the problem with their 7yr warranty. They said "buy a Kia next time". I'll bombard Daimler and Mercedes headquarters now with letters. You can't even complain to them as you get redirected to the customer service that you have the problem with in the first place.

 

[markjay]

Sorry to hear about your troubles.

If you get no joy from Mercedes Benz, then there are firms out there than can repair instrument clusters.

In the UK we have quite a few, e.g.:

Welcome to Remanx | Automotive Electronics Repairs & Exchange

Your Trusted Partner in Automotive Electronics Repairs Important Notice: Changes in Service Provider Dear Valued Customer, We understand that you may have been redirected here from BBA-Reman, and we'd like to take this opportunity to inform you about the exciting changes happening. we are...

www.bba-reman.com

Instrument Cluster Test And Repair - AP Reman

At AP-Reman.com we test and repair the vast majority of instrument cluster types, If you do not see the part or service you are looking for please do not hesitate to contact us and one of our friendly team will be glad to assist you. Common faults we test and repair include intermittent or...

www.ap-reman.com

But you'll have to check if they do business with ROI customers.

Alternatively, a second hand cluster off eBay fitted by a specialist with STAR will also do the job.

 

[EdgarEvans]

Sorry to hear about your troubles.

If you get no joy from Mercedes Benz, then there are firms out there than can repair instrument clusters.

In the UK we have quite a few, e.g.:

Welcome to Remanx | Automotive Electronics Repairs & Exchange

Your Trusted Partner in Automotive Electronics Repairs Important Notice: Changes in Service Provider Dear Valued Customer, We understand that you may have been redirected here from BBA-Reman, and we'd like to take this opportunity to inform you about the exciting changes happening. we are...

www.bba-reman.com

Instrument Cluster Test And Repair - AP Reman

At AP-Reman.com we test and repair the vast majority of instrument cluster types, If you do not see the part or service you are looking for please do not hesitate to contact us and one of our friendly team will be glad to assist you. Common faults we test and repair include intermittent or...

www.ap-reman.com

But you'll have to check if they do business with ROI customers.

Alternatively, a second hand cluster off eBay fitted by a specialist with STAR will also do the job.

I have tried a repair, no joy! The main chioset in the cluster is gone and seems to be a replacement. I'll look into the secondhand one but I ain't leaving Mercedes off with it yet! Thanks for your reply.

 

[arcton114]

That is a bit worrying, that’s when the MB extended warranty is worth its weight in gold, these cars can be pricey to repair,

Good luck with the claim

 

[markjay]

Have a read here:

The little-known EU law that gives you a free 6-year warranty – the facts

Are your electronic goods really automatically covered by a free, six-year warranty? Consumer lawyer Dean Dunham investigates the truth behind the rumours

www.mirror.co.uk

Though sadly from other members' experience it seems that MB fight every claim through the courts even when they are blatantly in the wrong (and then sometimes just don't show up to hear the court's ruling against them...).

Best of luck.