Mercedes Extended Warranty Terms
Discussion
I’m interested in opinions regarding Mercedes’ conditions in relation to their own long term warranties.
Here’s my situation (all of this is 100% factual and documented)
My 2014 Mercedes SL350 went in for its annual service at a shade over 27000 miles and 4 years. As part of a Mercedes B service, the standard items are effectively an oil and oil filter change.
I was offered 3 “additional” items:
1. Brake fluid change
2. Air filter change
3. Iridium spark plug change
I took items 1 and 2 but declined 3 (the plugs) as, at 27,000 miles, they were barely at 1/4 Bosch’s (the OEM) claimed service life of 100k miles. The cost for changing 6 plugs was £308. The oil, filters and brake fluid was £493.
I was told this was fine but I should know that I would forfeit:
1. Mercedes breakdown cover
2. Mercedes accident recovery cover
3. Mercedes 30-year anti-perforation corrosion warranty
by not doing the plugs.
I still declined saying that I would take this up with Mercedes as I felt it was wasteful to change plugs this soon. I also stated that I felt this was blackmailing me into having unnecessary service work done.
I contacted MB customer services who, after a week, came back to me to tell me that I would NOT lose these warranties if I didn’t do the plugs. I collected the car the following day with that work not done.
4 weeks later, I was again in contact with MB customer services who said that, contrary to their initial statement, I WOULD lose the cover. Their logic is that the optional “additional” items are necessary for the reliable running of the car.
I’ve subsequently tried to get more clarity on the rationale but so far not succeeded. In particular, if a service item is important for the reliable running of the car, how can it be considered “additional” and how is that linked to the “mandatory” items.
My personal opinion is that, whilst Mercedes offer these warranty items “voluntarily” (their word), linking them to unnecessary (my belief) servicing is unethical. I think this is especially true where spark plugs are linked to a corrosion warranty.
As I say, the policy is available (somewhere) on line so this is entirely factual. I was just interested in what people think of this policy.
Here’s my situation (all of this is 100% factual and documented)
My 2014 Mercedes SL350 went in for its annual service at a shade over 27000 miles and 4 years. As part of a Mercedes B service, the standard items are effectively an oil and oil filter change.
I was offered 3 “additional” items:
1. Brake fluid change
2. Air filter change
3. Iridium spark plug change
I took items 1 and 2 but declined 3 (the plugs) as, at 27,000 miles, they were barely at 1/4 Bosch’s (the OEM) claimed service life of 100k miles. The cost for changing 6 plugs was £308. The oil, filters and brake fluid was £493.
I was told this was fine but I should know that I would forfeit:
1. Mercedes breakdown cover
2. Mercedes accident recovery cover
3. Mercedes 30-year anti-perforation corrosion warranty
by not doing the plugs.
I still declined saying that I would take this up with Mercedes as I felt it was wasteful to change plugs this soon. I also stated that I felt this was blackmailing me into having unnecessary service work done.
I contacted MB customer services who, after a week, came back to me to tell me that I would NOT lose these warranties if I didn’t do the plugs. I collected the car the following day with that work not done.
4 weeks later, I was again in contact with MB customer services who said that, contrary to their initial statement, I WOULD lose the cover. Their logic is that the optional “additional” items are necessary for the reliable running of the car.
I’ve subsequently tried to get more clarity on the rationale but so far not succeeded. In particular, if a service item is important for the reliable running of the car, how can it be considered “additional” and how is that linked to the “mandatory” items.
My personal opinion is that, whilst Mercedes offer these warranty items “voluntarily” (their word), linking them to unnecessary (my belief) servicing is unethical. I think this is especially true where spark plugs are linked to a corrosion warranty.
As I say, the policy is available (somewhere) on line so this is entirely factual. I was just interested in what people think of this policy.
Sat here a little bored so looked this up on EPC/WIS
Your car has ASSYST. In order to know whether the car is calling for spark plugs, you need to find the workshop code. This is done by pressing a myirad of steering wheel controls. If you're interested, I can PM this to you.
Once we've got that the service requirements can be looked up through WIS.
On the other hand, I agree that this is stupidly early for plugs - for sure with typical use they would be fine for 10s of thousands yet. But it is in line with what I've been recommended elsewhere. Oddly, given their reputation, Porsche didn't seem to care waranty wise, however, that I declined new plugs.
Your car has ASSYST. In order to know whether the car is calling for spark plugs, you need to find the workshop code. This is done by pressing a myirad of steering wheel controls. If you're interested, I can PM this to you.
Once we've got that the service requirements can be looked up through WIS.
On the other hand, I agree that this is stupidly early for plugs - for sure with typical use they would be fine for 10s of thousands yet. But it is in line with what I've been recommended elsewhere. Oddly, given their reputation, Porsche didn't seem to care waranty wise, however, that I declined new plugs.
The argument is that you're not having the full manufactures recommended service if you decline those items.
It's kind of fair enough - we see lots of complaints on here from people who say "full service history" is a joke, but the Mercedes system is intended to make sure that everything scheduled gets done.
You might find the plugs become difficult to remove it left in a long time.
It's a bit late for you now, but did you look at ServiceCare cover? Personally I hate it, but dealers rack-rate pricing has been ramped up (and is tough to negotiate) purely to make ServiceCare a no-brainer. Next year you'll need the ATF change and that's another few hundred quid.
At least it's better than VW - my wife's car has a service plan and turns out it doesn't cover the optional items.
It's kind of fair enough - we see lots of complaints on here from people who say "full service history" is a joke, but the Mercedes system is intended to make sure that everything scheduled gets done.
You might find the plugs become difficult to remove it left in a long time.
It's a bit late for you now, but did you look at ServiceCare cover? Personally I hate it, but dealers rack-rate pricing has been ramped up (and is tough to negotiate) purely to make ServiceCare a no-brainer. Next year you'll need the ATF change and that's another few hundred quid.
At least it's better than VW - my wife's car has a service plan and turns out it doesn't cover the optional items.
RedSwede said:
Sat here a little bored so looked this up on EPC/WIS
Your car has ASSYST. In order to know whether the car is calling for spark plugs, you need to find the workshop code. This is done by pressing a myirad of steering wheel controls. If you're interested, I can PM this to you.
MB dropped ASSYST 10 years ago - the cars are on a fixed interval 12mth/15500 mile regime (I think 12500 for AMG models).Your car has ASSYST. In order to know whether the car is calling for spark plugs, you need to find the workshop code. This is done by pressing a myirad of steering wheel controls. If you're interested, I can PM this to you.
You can look up the work on the MB Electronic Service Sheet system: http://lite.servicemercedes.co.uk/ess/pc/ . My Service https://www.mymercedesservice.co.uk/#/your-vehicle should show the same thing.
They can get messed up by lower than 'normal' mileage though. Be interesting to know what it throws up for OPs car - if the car was on ServiceCare the dealer will absolutely only do the work the ESS tells them to.
Edited by Sheepshanks on Friday 17th August 12:30
KTF said:
Seems a bit daft if you book it in for a menu service at X price then discover that you need to have mandatory optional extra items on top.
This is what I wondered is going on here:Mercedes can claim servicing of a certain model only costs X. But when you factor in the “additional” items (incentivised by their threat of warranty removal) its actually considerably more.
Because, reasonably, if you need these additional items for reliable running, they should just be the basic service.
meanredspider said:
Because, reasonably, if you need these additional items for reliable running, they should just be the basic service.
I guess the failure of plugs and air filter isn't typically going to cause any damage (unless they disintegrate in some way). As they say, it is likely only to affect the "reliable running" of the engine. Air filter clogged will cause some loss of power, plugs will cause misfiring and dash lights.Diluted and broken down oil will degrade the engine.
Brake fluid is very typically 2 years.
RedSwede said:
I guess the failure of plugs and air filter isn't typically going to cause any damage (unless they disintegrate in some way). As they say, it is likely only to affect the "reliable running" of the engine. Air filter clogged will cause some loss of power, plugs will cause misfiring and dash lights.
Diluted and broken down oil will degrade the engine.
Brake fluid is very typically 2 years.
Yup - I took the brake fluid because it clearly does degrade with time. Normally I would have questioned the air filter too because it’s really mileage related. That said, there’s been a huge amount of building-work related dust at my home. Diluted and broken down oil will degrade the engine.
Brake fluid is very typically 2 years.
Plugs, at 1/4 of the claimed life, is just silly. If there was a risk of them seizing, they should just be re-seated.
I should add that, doing the plugs at some future point, restores the warranties. Quite how they relate plugs to accident recovery or, more bizarrely, perforation, I have no idea.
I also learned that MB Mobilo breakdown cover is no longer carried out by the dealerships but by RAC.
mradam said:
also, how do they suggest plugs and filters are related to the anti-perforation warranty. Do they turn to pure saline solution if not changed at the required interval?
It's clearly a bloody scam, but I guess they would argue they'll rust into place if not touched for x years, hence the corrosion warranty is void.Baldchap said:
It's clearly a bloody scam, but I guess they would argue they'll rust into place if not touched for x years, hence the corrosion warranty is void.
Like all corrosion warranties, it’s perforation from the inside out of a major body panel. So, if you have it serviced by MB every year and they check for corrosion that you’ll need to have repaired if they find it, it’s pretty much worthless. Not to mention most of the SL is aluminium and plasticmeanredspider said:
This is what I wondered is going on here:
Mercedes can claim servicing of a certain model only costs X. But when you factor in the “additional” items (incentivised by their threat of warranty removal) its actually considerably more.
Because, reasonably, if you need these additional items for reliable running, they should just be the basic service.
Normally those "cost to run" type things are based on 3yrs/36K miles - arguably Mercedes works against itself since they put fixed servicing back as that would need 3 services. Under variable servicing it might have only need one, two at the most.Mercedes can claim servicing of a certain model only costs X. But when you factor in the “additional” items (incentivised by their threat of warranty removal) its actually considerably more.
Because, reasonably, if you need these additional items for reliable running, they should just be the basic service.
But certainly not much needs doing in 3 yrs - 4yrs is regarded as the "big" service with Mercs. Also at 5yrs, the basic service is minimal, but the ATF needs doing and that's probably knocking on for £400 at a dealer these days. Hence it's generally well worth getting a 2yr service plan for years 4 & 5.
Scrump said:
You refer to the extended warranty. Do you have the paid for mercedes extended warranty which covers repair costs or do you just have the 'free' extended breakdown cover which comes with maintaining a full dealer service schedule?
The “free” “warranty” (it’s only the corrosion bit that is a warranty) that comes with a full dealer schedule. What I’m questioning is- why they split it out to “mandatory” (mandated by what?) and “additional”?
- why unnecessary spark plugs are required to be done at all?
meanredspider said:
The “free” “warranty” (it’s only the corrosion bit that is a warranty) that comes with a full dealer schedule. What I’m questioning is
- why they split it out to “mandatory” (mandated by what?) and “additional”?
- why unnecessary spark plugs are required to be done at all?
In a way I can understand them wanting you to get the optional things done as well in order to keep the free breakdown cover because the only reason they give the extended cover is to make owners pay for the full dealer service and also when they need repairs they get taken to a main dealer. - why they split it out to “mandatory” (mandated by what?) and “additional”?
- why unnecessary spark plugs are required to be done at all?
If you are not the sort who opens your wallet at the whim of the Mercedes dealer then you are not the sort who deserves their free breakdown cover.
Scrump said:
In a way I can understand them wanting you to get the optional things done as well in order to keep the free breakdown cover because the only reason they give the extended cover is to make owners pay for the full dealer service and also when they need repairs they get taken to a main dealer.
If you are not the sort who opens your wallet at the whim of the Mercedes dealer then you are not the sort who deserves their free breakdown cover.
No, I’m sure you’re spot-on. I’ve been a long-term fan of Mercedes cars - the E Class estate has been the family battle bus for about the last 20 years - but the after sales support has been terrible for nearly as long. It’s a veneer. If you are not the sort who opens your wallet at the whim of the Mercedes dealer then you are not the sort who deserves their free breakdown cover.
That said, 6 Bosch plugs to the identical spec as the originals would cost me around £60. Swapping the 6 plugs would be 30 minutes of labour. Call the labour £100 for round numbers. That still leaves £150 to pay for the warranty items on just the price of the plugs alone. £150 pays for a lot of breakdown cover and very occasional accident recovery which is really all you are getting. If you consider that an oil change, plug change, oil and air filter change and brake fluid change is going to cost £800, there’s far too much fat in there.
You’re right though. I don’t deserve to be a Mercedes customer so, from this point onwards, I won’t be.
Plug change cost is a regular complaint on the MB forums, and the older engines had 12 of the buggers!
First hit on quick search found a post from 2009 and a member is complaining about the dealer wanting £650 - another member with the same engine (12 plugs) was charged £200 (parts and labour) by a different dealer. It was book time 1.5hrs on the older engines and IIRC some of the plugs are awkward and that time was considered tight. Don't know about the later engines.
Is the service history electronic for your car? Some dealers used to refuse to stamp the book if all work wasn't done. Again, some argued this was fair enough as it meant the car didn't have full and complete MB service history.
My dealer MB Cheshire Oaks) used to be very good at negotiating prices - mine's a diesel but not that long ago I had the everything B service (diesel filter rather than plugs on my car) and they did an ATF change and the total cost was £430. But they've clammed up now - so the car goes to an indie. There are 5 MB indies within a few miles of the dealer! The dealer is obviously so busy they couldn't care less.
First hit on quick search found a post from 2009 and a member is complaining about the dealer wanting £650 - another member with the same engine (12 plugs) was charged £200 (parts and labour) by a different dealer. It was book time 1.5hrs on the older engines and IIRC some of the plugs are awkward and that time was considered tight. Don't know about the later engines.
Is the service history electronic for your car? Some dealers used to refuse to stamp the book if all work wasn't done. Again, some argued this was fair enough as it meant the car didn't have full and complete MB service history.
My dealer MB Cheshire Oaks) used to be very good at negotiating prices - mine's a diesel but not that long ago I had the everything B service (diesel filter rather than plugs on my car) and they did an ATF change and the total cost was £430. But they've clammed up now - so the car goes to an indie. There are 5 MB indies within a few miles of the dealer! The dealer is obviously so busy they couldn't care less.
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