What To Do

[marcos]

As some of you may remember I have had a few problems with my New ML.
It makes a strange sort of grinding noise as the revs fall and it throws oil all over the place.
It has now been to the dealers 7 times for the same problems and I have been without it for a total of 12 days.
The last visit was on thursday and I was told that all the problems are definately sorted. They are not.
The noise is actually worse now and I have just had a look under the bonnet and it's spraying oil about still.
My question is what is my next move, I have basically had enough now and as much as I love the car I just can't put up with these problems anymore. I did not pay 44k to drive round in a 14k courtesy car, it's just ridiculous. I feel that complaining to the dealership will be a waste of time so should I just go straight to MB headquarters in Milton Keynes or give the dealers more time with it
I have to drive down to Madrid in a few weeks and this is the first car I have ever had where I have got doubts about it getting me there and back.
Any advice would be greatfully recieved.

Thanks guys

 

[pammy]

I would write to the owner of the dealership copying it to MB MK setting out all the issues with the car and give them a period of 7 days to resolve the issues completely or advise them that you will reject the car as not fit for purpose.

I would also request that you are given a loan vehicle that is of the same type as the one you bought!

When we had issues with the Voyager when it was new - we always got a Voyager in return. One time we got a Voyager so new it was literally delivered to us off the back of the delivery wagon! You have paid for a certain type of vehicle for a reason! It is not unreasonable that you get a like for like loan especially when they have messed you about in this way.

Or you could do what I did the last time my roof jammed up. Went in to the dealers, started off really calm and was getting nowhere so blew a proper hissy fit and refused to move until they developed a resolution plan that I was content to go with. I got the sales guy who sold me Edna involved and he insisted that the service dep't sorted things out without inconvenienceing me any further. Did mean one of their staff had to do without a car for the night - shame!

 

[Brian WH]

I gree in part with Pammy, but as it is a new car I would write to Milton Keynes in strong terms. I would also tell the Dealer that I have done this, and thus put pressure on them to sort it , or replace the vehicle.

 

[Dieselman]

Marcos

Given seven unsucessful repairs for the same serious fault I would reject the car before the mileage becomes too high.
This car obviously isn't fit for the purpose and will continue to give trouble as it appears to have an unsolvable issue.
The grumbling noise sounds like a main bearing or other tollerance issue, which without major investigation or new engine will never be right.

Just get rid of it if you can.

 

[Dieter]

Hi Marcos,

I think you have been very patient (7 'so called' repairs etc.) cos if this had been happening to my ML I would have been screaming 'blue murder' by now.

It sounds like you need a new engine or (preferably) a new car. Unfortunately I believe our laws allow Dealer several 'goes' to fix these sorts of problems but I would have thought '7' was above this limit.

They won't want to give you a new car (for free) but they should at least positively identify fault (which they haven't) so a new engine is minimum you can/should expect.

I would insist on an ML courtesy car for the trip to Madrid on the understanding that when you return your ML is absolutely fixed else you want your money back/new car etc.

Hope you get this sorted to YOUR satisfaction. Cheers,

 

[PeterE320Cdi]

I would reject the car if you can as even if they fit a new engine it will never be the same as a new clean car as the will not replace every item under bonnet which has been covered in oil.

Also if all these problem are logged on the service computers will it effect the future value of the car?

 

[marcos]

Thanks for the advice so far. I have been told that it is too late to reject the car as apparently this must be done in the first 3 months of ownership.
I will ring them on Monday and tell them to give me a decent courtesy car and to take mine and that I do not want it back untill the problems are sorted, new engine if necessary.
I will also e-mail and write to MB UK informing them of my problems and see if anything comes of it, you never know.
Does anyone have an e-mail and address for MB UK.

 

[Robbo]

MB HQ in Milton Keynes have a special problem resolution group that deals with exactly this type of case.

Write to MB in Milton Keynes and hopefully your case will be referred to this group.

Don't give up on it. it sounds to me like you don't have a great dealer either..

 

[fuzzer]

it might also seem a little bit picky , but if your going to madrid , make sure you get something with comand in it!!

 

[Brian WH]

Thanks for the advice so far. I have been told that it is too late to reject the car as apparently this must be done in the first 3 months of ownership.
I will ring them on Monday and tell them to give me a decent courtesy car and to take mine and that I do not want it back untill the problems are sorted, new engine if necessary.
I will also e-mail and write to MB UK informing them of my problems and see if anything comes of it, you never know.
Does anyone have an e-mail and address for MB UK.

Resolutions Dept
DaimlerChrysler UK Ltd
Tongwell
Milton Keynes
Buckingham
MK15 8BA

Tel 01908 668899



Or Better Still These are the people who resolved my problem with my Sat-Nav Disc.

DaimlerChrysler Customer Assistance Center
PO Box 1456
6201
Maastricht
NL

Tel 0080017777777

e-mail CustomerService.UK@cac.daimlerchrysler.com

 

[Flash]

Or Better Still These are the people who resolved my problem with my Sat-Nav Disc.

DaimlerChrysler Customer Assistance Center
PO Box 1456
6201
Maastricht
NL

Tel 0080017777777

e-mail CustomerService.UK@cac.daimlerchrysler.com

Because of the attitude of the people above (in Maastricht - English staff from the UK based there) I almost turned away from the MB brand...!!!

 

[hawk20]

First let me show that the dealer is wrong about your rights to reject. Try this link: -

http://www.dti.gov.uk/consumers/fact-sheets/page24700.html
Sale of Goods Act Fact Sheet
URN No: 05/1730
Subject: Sale of Goods Act, Faulty Goods.
Relevant or Related Legislation: Sale of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.
Key Facts:
• Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).
• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.
• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.
• It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)
• For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).
• A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
• If repair and replacement are not possible or too costly, then the consumer can seek a partial refund, if they have had some benefit from the good, or a full refund if the fault/s have meant they have enjoyed no benefit
• In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).
• If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)

• After six months and until the end of the six years, it is for the consumer to prove the lack of conformity.

 

[hawk20]

Secondly, try this article on Merc's new approach to troubleshooting and their genuine attempts to stop dealers like yours just letting problems go to and fro like a ping-pong ball. Your service manager is incompetent. He should not send the car back to you till he has driven it long enough to know the problem is cured. He is lazy and incompetent; he lets someone have a go at the repair, assumes it is fixed and lets you check whether or not it is properly cured. he should be fired or sent for re-training.

Here's the good news link: -
MERC TROUBLESHOOTING POLICY.


You may find this article helpful; it will show you some details of the troubleshooting system, which should operate in your case: -
http://www.telegraph.co.uk/motoring/.../mfmerc101.xml

Here is an extract from Mike Belk After Sales Director
"But even that doesn't solve all the problems," says Belk. "A lot of the things we see are a number of problems with the same car. So we've now got a team of guys who go out and see customers, dealers and cars.
"They are highly technically literate and are also empowered commercially to do anything up to and including a buy-back of the car. They are some of the best guys that we've got and are our front line on solving issues.
"We decide how and where these guys are sent with a Rapid Reaction Group, which reviews all difficult cases. I set this up because I was fed up with the ping-pong match between customers, the customer centre, dealers and us. It was deeply unsatisfactory for the customer and it looked as if we weren't joined up…"


Sounds like you or your dealer should make contact. Good luck.

 

[fuzzer]

its prob going to be like everything these days , no one wants to know until you get a lawyer involved. !

 

[Flash]

Secondly, try this article on Merc's new approach to troubleshooting and their genuine attempts to stop dealers like yours just letting problems go to and fro like a ping-pong ball. Your service manager is incompetent. He should not send the car back to you till he has driven it long enough to know the problem is cured. He is lazy and incompetent; he lets someone have a go at the repair, assumes it is fixed and lets you check whether or not it is properly cured. he should be fired or sent for re-training.

Here's the good news link: -
MERC TROUBLESHOOTING POLICY.


You may find this article helpful; it will show you some details of the troubleshooting system, which should operate in your case: -
http://www.telegraph.co.uk/motoring/.../mfmerc101.xml

Here is an extract from Mike Belk After Sales Director
"But even that doesn't solve all the problems," says Belk. "A lot of the things we see are a number of problems with the same car. So we've now got a team of guys who go out and see customers, dealers and cars.
"They are highly technically literate and are also empowered commercially to do anything up to and including a buy-back of the car. They are some of the best guys that we've got and are our front line on solving issues.
"We decide how and where these guys are sent with a Rapid Reaction Group, which reviews all difficult cases. I set this up because I was fed up with the ping-pong match between customers, the customer centre, dealers and us. It was deeply unsatisfactory for the customer and it looked as if we weren't joined up…"


Sounds like you or your dealer should make contact. Good luck.

The job of the "Resolution Dept" is to do everything in their power to stop the customer from handing the keys back i.e. they will try every trick in the book to stop a vehicle from being rejected so you will have to be firm and play them at their game!!!

 

[Rory]

Thanks for the advice so far. I have been told that it is too late to reject the car as apparently this must be done in the first 3 months of ownership.

Who told you three months? All you have to do as the car gets older is to give them reasonable opportunity to fix it.
Not exactly the same situation, but read the last post in this thread, about DC-UK instructing a dealer to buy back a 2 yr old car and replace it at cost. http://forums.mercedesclub.org.uk/showthread.php?t=14884

 

[Carrotchomper]

3 months is not unreasonable and MB are wrong about it being too long. All consumer law says is that it has to be reasonable.

If you had rejected the car after 2 weeks and, say, 2 repairs, then within the scope of the law that may not be deemed "reasonable", however what you have done is more than reasonable and they should give you a new one IMHO.

A strongly worded solicitors letter pointing out their responsibilities should do the trick.

Have I said reasonable enough yet?!?

 

[marcos]

Went to the dealers this morning and spoke to the girl who I buy all our cars from. She went and spoke to the general manager who in turn got the service chap out. We all sat there saying how unacceptable it was and that they would endeavor to sort it out.
They then said take the managers GL420 CDI for a few days and the chief mechanic will sort mine out for me and how terribly sorry they all were that it had got like this.
I am keeping my fingers crossed that it will be sorted but after so many visits already I'm a little sceptical.
BTW the GL is an absolute animal

 

[pammy]

A step in the right direction then and at least you have a slightly more comparible vehicle to use.

Fingers crossed they resolve the problems with yours once and for all.

 

[fuzzer]

BTW the GL is an absolute animal

Isnt it i loved driving the GL420 , superb