Mercedes Parts obligations

[kmckay]

I have a Mercedes S63 AMG Coupe and have had an infotainment circuit board on order with Mercedes since July 2018 (I have had limited use of the car for 9 months as a result of this component being faulty). This is awaiting repair under a Mercedes extended warranty. I have been promised on a weekly then monthly basis that the part was imminently available. However, the lease on the car is up in 10 days and I clearly cannot buy out the residual (which is what I had intended doing) with such a major part not working! Nobody in Mercedes AMG, Mercedes UK all the way up, is prepared to take any responsibility for helping me to resolve this situation even though I have suggested to Mercedes that they help me buy into a brand new replacement car despite this situation costing me about £20,000 in lease costs and remaining equity in the car. They clearly have no interest in retaining a customer who has driven Mercedes cars for decades so would like any advice as to what to do next (apart from recommending to all of my friends and business contacts that they buy some other marque if they want to do business with someone who cares about their customers). Mercedes have advised me to contact the Motor Ombudsman as my only remaining recourse! Appreciate any urgent advice.

(Edit to remove N&S)

Edited by Scrump on Wednesday 6th March 18:47

[st4]

My advice - hand it back and run.

Replace it with an LC500 if you value customer service and reliability. It won't be quite as fast but a superb car nevertheless.

[kmckay]

Thanks for advice and that is exactly what I plan to do! Further discussions with Mercedes indicates that there are massive backorders on all sorts of parts so can’t imagine I am the only one with similar issues. Shame they are not prepared to formally acknowledge that this is now policy and consider the damage it is doing to formerly loyal customers of the marque who now have to resort to forums such as this to warn others of the situation! As for the Motor Ombudsman - what a joke!!

[elanfan]

Warn them if you don’t get a resolution within 7 days you will embarrass them on social media, press and feedback forums.

It is unacceptable.

[kmckay]

Tried social media, on here and other websites but not one single piece of interest from Mercedes. They just want to sell cars and don’t want to know you unless they are making more money from them! Shame they make great cars and don’t have to worry about anything else!?

[st4]

kmckay said:

Tried social media, on here and other websites but not one single piece of interest from Mercedes. They just want to sell cars and don’t want to know you unless they are making more money from them! Shame they make great cars and don’t have to worry about anything else!?

Yep. MB service is lousy. People put up with it for the badge.

Hit your Local Lexus place, you'll be treated like a god and the cars are amazing, reliable and great to drive. LC500 would be a mega (if a little more sporting) replacement to your S class coupe.