warranty problems

[mark behan]

Does anyone have any experience of Mercedes failing to honour their obligations under their warranty?

It seems their "customer service" have difficulty grasping the concept. A month later, a defective car still remains on the drive; are there any contacts someone can recommend to oil the wheels (I wish it were only oil I needed!!)...

cheers

[r129sl]

They always fold if you sue them. Not much help, I suppose.

[Johnboy Mac]

A solicitors letter will get a reaction. But getting the right action to sort your particular problem very much depends on the issue.

[superlightr]

whats the issue?

[mark behan]

Background briefly; in March I reported the car (ML) juddering in stationary position but in drive gear (foot on brake, at lights etc). Anyway, they (Mercedes workshop) gave me the car back after a service with the brabus power completely gone, no power etc, speed on 1.2 escort. They claimed a wiring defect in the brabus part and to be fair installed a new brabus part to match, released the car to me but again the juddering was there but is now 10 about times worse. This was 3 weeks ago and they just do nothing about it. Customer services have a nice polite telephone manner but just refer the problem to the workshop/dealer in Watford, who are clueless. More irritating is that they just ignore you, and just need training I suppose. The issue for me is it must be repaired, and by Mercedes to avoid invalidating the warranty which has this year still to run. Maybe I need a good lawyer but it just seems inconceivable that a car is sold with 3 year warranty and when there is an issue, they run a mile. Still very much open to suggestions on how I get (without a grand legal bill) Mercedes to honour their warranty obligations.

[Johnboy Mac]

mark behan said:

Background briefly; in March I reported the car (ML) juddering in stationary position but in drive gear (foot on brake, at lights etc). Anyway, they (Mercedes workshop) gave me the car back after a service with the brabus power completely gone, no power etc, speed on 1.2 escort. They claimed a wiring defect in the brabus part and to be fair installed a new brabus part to match, released the car to me but again the juddering was there but is now 10 about times worse. This was 3 weeks ago and they just do nothing about it. Customer services have a nice polite telephone manner but just refer the problem to the workshop/dealer in Watford, who are clueless. More irritating is that they just ignore you, and just need training I suppose. The issue for me is it must be repaired, and by Mercedes to avoid invalidating the warranty which has this year still to run. Maybe I need a good lawyer but it just seems inconceivable that a car is sold with 3 year warranty and when there is an issue, they run a mile. Still very much open to suggestions on how I get (without a grand legal bill) Mercedes to honour their warranty obligations.

Book it into another dealer. Even if they don't fix the problem make sure they agree there is a problem. Then back to M-B U.K. requesting a member of their technical dept investigates fault.

[superlightr]

yes agree. Take it to another MB dealer.

I take it you bought the ML Brabus new? was that from the same dealer who is having trouble now finding the fault?

Sorry to hear your woes. Hope you get your motor back working soon.

[mark behan]

thanks all. i bought it from Boston in Lincs. However, I live in Hertfordshire and the workshop that has f***** it up is Watford. I dont want Watford to go anywhere near it, and so it seems nor do they since they ignore all requests to repair the fault. Problem is Boston is a few hundred miles away. I will seek out another MB closer to home. I am astonsihed that Mercedes just give customers the run around and expect us to sort out their errors. Joke really.