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2016 C class bought new in 2016 - spares not available
I have been put in a bad situation where not my dealer, neither Mercedes Sweden and Germany can provide me with a spare part.
Long story briefly: the dealer's authorized service team happened to ruin the inside of the driver's door and had to replace it with another door inside. The problem is that the design of the door insides changed some time after march 2016 which means that the original door insides are not available anywhere in the world anymore.
Such a shame for a relatively new car where parts should atleast be available as long as warranty lasts. I have spoken to the dealer, Mercedes directly, and the person highest up in the hiearchy at Mercedes Sweden.
Unfortunately the door side is not available after more than 4 months. The only thing I know is that "a ticket" has been created at Mercedes Germany but Mercedes can not guarantee that I will receive a matching door side, ever.
Everyone has been quite nice talking to but I feel that I've been put in a situation that is quite annoying and unfortunate where I can't do anything more.
By door inside are you referring to the interior door panel, or something to do with the mechanicals inside the door itself? What part #s are they unable to find?
I suggested they should replace the 3 other doors so they match but they don't really want to because then the part under the windshield up front has to be changed as well. That is the part that stretches from left to right over the gauges etc.
Well have you even broached the subject of getting 3 other doors or trading in the vehicle or getting some sort of compensation since they can't honor the warranty properly? I'm editing this now because it's not even the warranty, they messed up your car and owe you a matching, fitting repair.
That's the first place to start. You can approach it nicely, obviously, but you have to start somewhere. It's not worth getting upset and making demands yet until you know what their plans are to resolve the issue. If the car isn't going to look right or be in the original condition you purchased it in then they need to address how they'll remediate that. Start there and let us know.
Absolutely, I agree that being hostile is never good. It might even make someone wanting to be less helpful.
I wish I had recorded the first meeting with the owner and (dealer) manager when he said "when you have a brand new car, and bring it in for something, you have to count on it to be a little bit worse". I was just chocked at the statement which Mercedes has confirmed is not their official oppinion. Everyone makes mistakes so it's important to be forgiving. The problem with this dealer is that from the first visit with this car something was ruined (scratched paint, parts has had to be exchanged because of that) and they ruined something 3 times before the door panel was ruined.
One of the workers at the dealer suggested a few months ago "if we can't get the same door, we have to replace all others". This is not an option for Mercedes global because it would include changing the front part too. Another worker suggested "we should rip a door from one of our cars and put it in yours, but the manager would have to aprove that. Or wait for a crashed car and get it's door". I agree that would be an option, even if it is a used car and the part is in good shape. I'm waiting for the manager to get back next week.
Being very careful with my car otherwise and taking care of it, it feels annoying to have this different looking door side. The girlfriend is a little dissapointed too.
I like this car very much otherwise. Will post back. Waiting for dealer to get back to work.
ps.
I have been very patient this far and dont want to go "legal" yet to a higher instance.
ps2.
The dealer promised me compensation (I have a witness) when i met him last time, but he said "when all this is settled I will give you compensation". A tricky part here is "when all is settled" and I don't care about the money, just the looks of the car. I do not think they would consider trading in the car, they could probably stretch it to be some kind of compensation. Just my speculation and what is legally normal.
What's the difference between the door panel you had originally and the revised version? It's hard to tell without a side by side. Dimensionally they have to be the same. Are the switches or trim pieces different?
Sorry for the late reply, Ive been on vacation and used mostly the other car.
Here is the original door and the new door
Passenger side front (original)
Driver side front. Notice atitching on upper part closer to the window; not present on the 3 other doors.
I have visited the dealer and he only confirms what I already know, Mercedes Stuttgart has been notified about the differences. There is no confirmation that the original door will be produced again. Ive ben told they can not promise that.
The dealer (also owner) says that its a "small problem and not like having cancer" (strange analogy). Ive asked the dealer (also one of his workers suggested this) to take a used door side from one of his cars and put it in mine but he says "then the problem is transferred to him".
I have now informed the dealer that i want a date when the problem will be solved, by february 15 or else i must take legal actions as suggested by my advisors.
Last edited by lawyer68; 01-26-2017 at 05:56 AM.
Reason: Spelling errors
Is it worth falling on the sword for this battle so maybe he'll (the dealer) do some smaller things for you down the road knowing this?
That having been said I do think you should review the warranty to ensure their obligation is to return the vehicle to it's "like new" OR "original" state in which case you clearly have a case on your hands. Otherwise would you consider buying a panel online and just selling that one to someone who needs it?
I don't like the change they made there. The whole point of the leather package it to adorn different parts of the car and they just went with plastic there. Seems to defy making the dash stitched.
This is NOT a warranty issued! The dealer hosed his car.
Ah that's correct I forgot about that part. Well in that case buy the part on ebay/craigslist and submit the bill to them. Or ask Mercedes for 3 other panels and let them keep yours for repairs to other vehicles I guess.
Sorry for the late reply, Ive been on vacation and used mostly the other car.
Here is the original door and the new door
Passenger side front (original)
Driver side front. Notice atitching on upper part closer to the window; not present on the 3 other doors.
I have visited the dealer and he only confirms what I already know, Mercedes Stuttgart has been notified about the differences. There is no confirmation that the original door will be produced again. Ive ben told they can not promise that.
The dealer (also owner) says that its a "small problem and not like having cancer" (strange analogy). Ive asked the dealer (also one of his workers suggested this) to take a used door side from one of his cars and put it in mine but he says "then the problem is transferred to him".
I have now informed the dealer that i want a date when the problem will be solved, by february 15 or else i must take legal actions as suggested by my advisors.
Got it. The original upper trim panel was finished with MBTex (leatherette) with contrast stitching. I'd find an auto upholstery shop and get an estimate to pull the door panel and wrap that upper section to match the rest of the car. It can't be more than a couple hundred dollars all-in.
The match may not be perfect due to graining, dye lots, etc, but black is the easiest color to match. If it still bugs you, have them wrap the other three doors as well.
I'd get the work done (because it has to be done either way) and send the GM the paid invoice and a written, time-limit request for reimbursement. My guess is they'll pay it without much hesitation. If they don't, you can either just eat it or decide if it's worth fighting over.
I have been looking for the door panel on ebay and used parts sellers but found nothing that matches yet. Seems like this part is still rare.
Changing the other 3 doors might be the only option. Even if they accept it I am hesitant letting the same people do the work. They might screw something up again as they have done every time so far.
One can wonder what Mercedes are thinking, not having spare parts available...
I dont consider using an auto upholstery shop as the two door panels now are different, not just the stitching. There is something like a separation, different pieces around the door panel with top stitching.
If you're referring to the seam that runs along the upper section it's cosmetic, created by using two pieces of material. A shop can replicate that. Visit a shop and see what they say. I think hoping for a replacement part to materialize at this point is a dead end.
Mike, I am also doubting Mercedes will have any spares ready any time soon.
Yes, I refere to that exact part as you describe. It just struck me that maybe the upholstery people could have fixed the hole in the original door side.
Mercedes have checked world wide and the part is not available anywhere in the world, they told me.
01-19-2017, 06:58 AM
