Wrong kind of screen wash...
Discussion
So the windscreen washers on my 9 month old A-class stopped working.
I had just had the "low screen wash" warning and topped up with a litre of water while I waited for posh stuff to arrive from Amazon.
Took it to my local dealer in order to be fixed, but warranty was rejected as "I could not prove that I had not used the wrong kind of screen wash". I hadn't used any kind of screen wash.
I was charged £100 to remove the front wheel, wheel arch and clean the washer bung.
I put a complaint in to customer services, who have been less than helpful, saying that warranty issues are up to the dealer.
I have asked for their complaints process, but again received nothing.
Has anyone else had this? Being called a lier doesn't exactly strike me as particularly good customer service!
I had just had the "low screen wash" warning and topped up with a litre of water while I waited for posh stuff to arrive from Amazon.
Took it to my local dealer in order to be fixed, but warranty was rejected as "I could not prove that I had not used the wrong kind of screen wash". I hadn't used any kind of screen wash.
I was charged £100 to remove the front wheel, wheel arch and clean the washer bung.
I put a complaint in to customer services, who have been less than helpful, saying that warranty issues are up to the dealer.
I have asked for their complaints process, but again received nothing.
Has anyone else had this? Being called a lier doesn't exactly strike me as particularly good customer service!
page3 said:
So the windscreen washers on my 9 month old A-class stopped working.
I had just had the "low screen wash" warning and topped up with a litre of water while I waited for posh stuff to arrive from Amazon.
Took it to my local dealer in order to be fixed, but warranty was rejected as "I could not prove that I had not used the wrong kind of screen wash". I hadn't used any kind of screen wash.
I was charged £100 to remove the front wheel, wheel arch and clean the washer bung.
I put a complaint in to customer services, who have been less than helpful, saying that warranty issues are up to the dealer.
I have asked for their complaints process, but again received nothing.
Has anyone else had this? Being called a lier doesn't exactly strike me as particularly good customer service!
Walking out, preferably when the showroom is full of customers, saying in a loud voice, "I'll never come back here again" or similar, is quite satisfying.I had just had the "low screen wash" warning and topped up with a litre of water while I waited for posh stuff to arrive from Amazon.
Took it to my local dealer in order to be fixed, but warranty was rejected as "I could not prove that I had not used the wrong kind of screen wash". I hadn't used any kind of screen wash.
I was charged £100 to remove the front wheel, wheel arch and clean the washer bung.
I put a complaint in to customer services, who have been less than helpful, saying that warranty issues are up to the dealer.
I have asked for their complaints process, but again received nothing.
Has anyone else had this? Being called a lier doesn't exactly strike me as particularly good customer service!
Skyedriver said:
Walking out, preferably when the showroom is full of customers, saying in a loud voice, "I'll never come back here again" or similar, is quite satisfying.
stopping people on the way in telling them that water ist verboten to use in your windscreen washers could be amusing too...page3 said:
So the windscreen washers on my 9 month old A-class stopped working.
Took it to my local dealer in order to be fixed, but warranty was rejected as "I could not prove that I had not used the wrong kind of screen wash".
I was charged £100 to remove the front wheel, wheel arch and clean the washer bung.
I am certainly not doubting what you were told....but to say something like this is completely ridiculous because it is impossible to prove whether you did or didn't.Took it to my local dealer in order to be fixed, but warranty was rejected as "I could not prove that I had not used the wrong kind of screen wash".
I was charged £100 to remove the front wheel, wheel arch and clean the washer bung.
If I was told this my first reaction would be to think it was a joke, then when finding out it wasn't I would still laugh in their face.
Is there a specific exclusion in the warranty terms and conditions that states only manufacturer approved screen wash can be used?
I would be amazed if there is....but regardless it would be impossible to prove conclusively.
Were you told this before or after the work was done?
You would need to be told of the possibility of a charge before work went ahead, so when they did the onus would be on them to provide proof of any wrongdoing by you....providing it is laid out in a clause of the warranty as I said earlier.
There surely has to be more to this than what you are saying.....
Edited by Ron240 on Friday 10th January 11:19
Ron240 said:
There surely has to be more to this than what you are saying.....
I wouldn't believe it if I read it either!They did tell me before the work was done (I was at the dealer waiting), and I told them it was a ridiculous statement on their behalf and being called a liar didn't endear me to them. They wouldn't budge so I authorised the work with the intention of complaining to customer services afterwards. I needed it fixed. Customer services have taken two weeks to get back to me and are not being at all helpful, simply saying its up to the dealership. I couldn't even get a "good will" refund out of them - first time MB customer and car only being 9 months old.
Of course it's impossible to prove I didn't, but then they didn't make any effort to prove I did. They simply said I might have. Neither the dealer nor customer services seemed to grasp the ridiculousness of this statement.
I would name the dealer... but PH rules.
If they are unable to provide conclusive proof of any wrongdoing by you then surely they cannot make a charge for something that should be covered by warranty.
Think of the can of worms that would be opened if car dealers could reject otherwise valid warranty claims based purely on something that the customer "might" have done to cause the problem, although there is no proof to back it up.
I would continue to pursue this on point of principle until I got a satisfactory outcome.
Think of the can of worms that would be opened if car dealers could reject otherwise valid warranty claims based purely on something that the customer "might" have done to cause the problem, although there is no proof to back it up.
I would continue to pursue this on point of principle until I got a satisfactory outcome.
Edited by Ron240 on Friday 10th January 12:14
page3 said:
Unfortunately not I wouldn't believe it if I read it either!
They did tell me before the work was done (I was at the dealer waiting), and I told them it was a ridiculous statement on their behalf and being called a liar didn't endear me to them. They wouldn't budge so I authorised the work with the intention of complaining to customer services afterwards. I needed it fixed. Customer services have taken two weeks to get back to me and are not being at all helpful, simply saying its up to the dealership. I couldn't even get a "good will" refund out of them - first time MB customer and car only being 9 months old.
Of course it's impossible to prove I didn't, but then they didn't make any effort to prove I did. They simply said I might have. Neither the dealer nor customer services seemed to grasp the ridiculousness of this statement.
I would name the dealer... but PH rules.
The dealer itself will have a complaints procedure, as they're a separate entity to MB themselves - so try there. I wouldn't believe it if I read it either!They did tell me before the work was done (I was at the dealer waiting), and I told them it was a ridiculous statement on their behalf and being called a liar didn't endear me to them. They wouldn't budge so I authorised the work with the intention of complaining to customer services afterwards. I needed it fixed. Customer services have taken two weeks to get back to me and are not being at all helpful, simply saying its up to the dealership. I couldn't even get a "good will" refund out of them - first time MB customer and car only being 9 months old.
Of course it's impossible to prove I didn't, but then they didn't make any effort to prove I did. They simply said I might have. Neither the dealer nor customer services seemed to grasp the ridiculousness of this statement.
I would name the dealer... but PH rules.
Ron240 said:
If they are unable to provide conclusive proof of any wrongdoing by you then surely they cannot make a charge for something that should be covered by warranty.
Think about the can of worms that would be opened if car dealers could avoid warranty claims based purely on something that the owner "might" have done to cause the problem, although there is no proof to back it up.
I would continue to pursue this on point of principle until I got a satisfactory outcome.
There's a current thread on here where warranty is being refused as the dealer thinks the fuel (diesel) was contaminated by petrol despite the fault making that unlikely and the owner being adamant it hasn't had petrol in it. The car even has a mis-fueling device.Think about the can of worms that would be opened if car dealers could avoid warranty claims based purely on something that the owner "might" have done to cause the problem, although there is no proof to back it up.
I would continue to pursue this on point of principle until I got a satisfactory outcome.
Having said all that, in the Merc's case, why else would the washers have got bunged up? I suppose what's wrong here is it isn't drawn to owners attention. To be fair, I've got a Merc and I can't recall seeing this issue come up before - yet it's very common on BMWs.
Sheepshanks said:
in the Merc's case, why else would the washers have got bunged up? I suppose what's wrong here is it isn't drawn to owners attention.
The OP has said that the only thing he put in the reservoir was a litre of water...so would this be a reason for the blockage?I have been driving for 36 years and never encountered this problem.
In the past 10 or so I have been driving less than 5000 miles per year and have frequently not needed to top up the original screenwash as filled from brand new between services.
I am currently an Audi driver, but would hate to think that if I buy a Mercedes or BMW in the future I could potentially come up against this problem.
Edited by Ron240 on Friday 10th January 13:34
Ron240 said:
I am currently an Audi driver, but would hate to think that if I buy a Mercedes or BMW in the future I could potentially come up against this problem.
You might get if you don't use the VAG fanjet washer fluid. 
https://tps.trade/screenwash-de-icer/quantum-premi...I don't know - as I said earlier it seems to be a bigger issue on BMWs (there's a whole thread about it on here) and some people suspect that whatever's in the BMW fluid it reacts with other fluids and forms a gel.
If you just use water and don't use the washers much it grows stuff in it which I guess clogs up filter screens.
Sheepshanks said:
You might get if you don't use the VAG fanjet washer fluid.
I have a 1 litre bottle of the official branded VW concentrated screen wash but did not need to use it between buying my car new and having its first dealer service where they topped it up. Mine is different to what you linked to and rated down to -70 degrees C.
There is certainly truth in what you said about bacteria and stuff growing if only water is used, but this could not apply to the OP.
Yes this does seem to be a "thing", and some owners will be to blame.....but not in all cases so its certainly not black/white.
Edited by Ron240 on Friday 10th January 13:57
I had the same thing from a Volvo dealer. The seals on the telescopic headlight washers started leaking fluid draining the reservoir. The dealer claimed that it wasn't a warranty item as I had not exclusively used their Volvo screen wash additive. Pointing out that I'd used the draft additive from their forecourt dispenser next door didn't go down well. Presumably it was done under warranty as didn't get a bill. They did admit that the price for their branded additive was a bit steep at around 15 quid a litre, 
that was about 12 years ago although this was Sweden where in places the customer service mentality isn't exactly inspiring. Noticed it's much less expensive now in UK.
that was about 12 years ago although this was Sweden where in places the customer service mentality isn't exactly inspiring. Noticed it's much less expensive now in UK.I've just had a call from MB customer services to update me following their discussions with the dealer.
The dealer is now insisting that I did not use their approved screen wash, not that I might not have which is what they told me at the time. They refuse to do any more, or offer any kind of good-will measure. Totally disinterested.
It's not a fortune, but doesn't exactly endear me to the marque.
The dealer is now insisting that I did not use their approved screen wash, not that I might not have which is what they told me at the time. They refuse to do any more, or offer any kind of good-will measure. Totally disinterested.
It's not a fortune, but doesn't exactly endear me to the marque.
Had a similar thing gel formation my Bentley = blocked headlight washer jets .
VAG car btw uses Audi / VW components.
Total PITA .
Thing is for it to gel up there gotta be the wrong stuff added .....albeit inadvertently or perhaps forgotten about .Thats what the tech sees after dismantling and blowing out the pipes with compressed air .....the gel in paper towel .
Just thinking about the service managers charge out sheet at the end of the day and how much stuff that month they have shoved through as warranty .....stretched the dealer discretion .
Presume there’s a bar chart at Milton Keynes ( Merc HQ ) with the sum of each dealers warranty claim paid out ? ....well spread sheet theses days .Worse if it’s spammed from HQ to all the dealers each 1/4 as motivational control tool .
Bottom quartile get a bonus or something.
VAG car btw uses Audi / VW components.
Total PITA .
Thing is for it to gel up there gotta be the wrong stuff added .....albeit inadvertently or perhaps forgotten about .Thats what the tech sees after dismantling and blowing out the pipes with compressed air .....the gel in paper towel .
Just thinking about the service managers charge out sheet at the end of the day and how much stuff that month they have shoved through as warranty .....stretched the dealer discretion .
Presume there’s a bar chart at Milton Keynes ( Merc HQ ) with the sum of each dealers warranty claim paid out ? ....well spread sheet theses days .Worse if it’s spammed from HQ to all the dealers each 1/4 as motivational control tool .
Bottom quartile get a bonus or something.
You’d have thought though that for the sake of 10 minutes work and the positive brand opportunity for a new customer with a new car they’d have done a good-will fix, or at least avoided flat out calling the customer a liar.
You’d then have thought MB customer services would have taken the opportunity to get the customer back onside, even if they privately disagree.
There are alternative brands, and I’ll remember that in the future. All over a silly trivial issue.
You’d then have thought MB customer services would have taken the opportunity to get the customer back onside, even if they privately disagree.
There are alternative brands, and I’ll remember that in the future. All over a silly trivial issue.
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