Hello everybody! Im curious if anyone else has been experiencing problems with getting their mBrace accounts registered lately? I purchased a CPO 2016 c300 almost 8 weeks ago and at the time of purchase my dealer had told me they would be unable to set up my mBrace account and use my remote start, locking or valet features because their system was down. My tech concierge at the dealer informed me he would be checking everyday and call me as soon as it was available, so i waited a couple of weeks with no call back before I ended up calling back myself to see what was happening and again was told i was still unable to do it. I then waited a couple of more weeks and began calling mBrace directly. At that time I got a couple of agents who told me I would be able to register it, so i got transferred to registration, provided all of my info and a PIN to use with mBrace and then at the last minute was again told I wouldn't be able to register until the beginning of 2020. Then in the beginning of this week I called again just to see if anything had changed and this time I got someone who told me my car had been updated apparently and I would be able to register, so again I provide all of my information and my PIN a second time all of this after being hung up on by a representative. They apparently set it up but inform me I would have to wait 24-48 hours for it to become active. Now it is 72 hours later and I still haven’t received an email telling me my Mbrace account number or any instruction on what to do next. Im really frustrated because they also told me these services would all expire on 10/2020 which the dealer did not tell me and even though I’ve been unable to use them, there was no way for them to extend the end date to cover the gap that I haven't had them and to use it after would cost 200/year. I love this car when Im driving it but there were numerous issues including this and a few sensors that had to be replaced the day after I bought the car, and my confidence in customer service is waning. Unfortunately the dealer I purchased from is an hour and a half away from me and Im not sure what to do next. I don’t feel calling mBrace again will be helpful and it sounds like this is the exact process my dealer would have to do and Ive already done it. Does anyone have any suggestions about what to do next?? Thank you if you've read this far!

 

Hi Michael, Though I didn't have issues registering when I bought my '16 CPO a few months ago I have had issues with mBrace features. The most important feature for me is Send2Benz. I would be really helpful to be able to send directions from my iPhone or PC to my navigation system but this feature has never worked.

All my calls to mBrace customer service resulted in them trying to upsell me instead of correcting the issue, every one of my 4 calls on the problem. One mBrace "concierge" said "Oh in your zip code we see a lot of car thefts, you really should buy our full package so you car can be tracked when it's stolen". I live in a private gated city in one of the safest area's in the country, in my city car theft is non-existent, her pitch was beyond cheesy and classless. I would likely have bought a mBrace full subscription but was so put off by their tactics and the fact that the basic included features dont even work that I am no longer interested.

Good luck.

 

I had difficulties registering my info with mBrace when I bought my non-CPO vehicle last summer. I ended up hitting the button in the overhead console to call them from the car. Those folks seemed best equipped to handle the task and already had all the vehicle info via the car connection.

Also, the Send2Benz only works with Comand navigation. If you have the base Audio20 with Garmin Map Pilot, Send2Benz is unsupported. This doesn't seem to be officially documented anywhere but is fact.

 

I was also tried to be sold on purchasing the full package, even before I had started the registration for the “free” services. I use quotations because the car was hardly free and IMO that means somewhere I paid for this indirectly.

 

Oddly enough, the most success Ive had was just using the button in my overhead console. But now its been longer than they stated and I don't even want to call back as frustrated as I am because all they offer is condolences and no help. I do have the Command navigation so I expect to use Send2Benz whenever Im able to actually complete this process. It seems to be in the hands of mBrace employees and them physically entering this info into their system to complete the process. I would bet they moved my application to the bottom of the pile at this point

 

Ok, thanks for this diamondsilver16. I do have Audio20 with Garmin Map Pilot so now I know why it isn't working. Amazing that mBrace "concierges" and documentation doesn't seem to know, or be willing to admit, that without Command Send2Benz isnt supported, weak.

 

Before the free coverage expires, be sure to call and tell MBracewhich service level you want or you'll be billed you for the top package coverage.

 

I have no credit card on file and do not plan to continue once the "free" (included) service expires. Do they actually sent a snail mail bill?

With my Cadillac ATS once the OnStar included basic service expired you had to opt-in, close to expiration they spammed you with requests to purchase a package but they would not just automatically enroll you and bill you.

 

It's been a while but I think I had to provide a card no. to enroll. I do recall receiving a letter from MBrace a couple months after buying that advised that I'd get a renewal charge for the full pkg unless I opted for a different pkg. before the free period ended. I opted for the basic pkg and they charged my card when the free period ended.

I had OnStar in a truck but used it only a few times. It was a big deal for a short time before cell phones became the norm. A pal who worked for OnStar developer Hughes told me it was developed for GMAC so they could disable the cars of loan deadbeats.

 

Well I guess I don’t have to worry because I cant even get to that stage of registration! 96 hours later and I still don’t have an Mbrace email telling me Im registered

 

hi Michael! I’m having the same issue - purchased my car in October and everytime i call mbrace i get a different excuse - the latest was an update which had to be done. I took my car in to the dealer twice already, the latest being last Thursday- where it stayed for five days, for the update. Car was ready on Monday so I called today and guess what? I’m still not able to register it. I can’t find anyone else having this issue though

 

Same problem never got it working and just gave up. Customer service was useless.

 

wow im not all surprised you experienced the same situation as I did. I was constantly fed different excuses. BUT, this past Tuesday I called the number in the app and was finally able to reach someone who was able to set up my account. Get this, even though I provided my info on 4 separate occasions this person had no info that my account was setup. So I provided everything again and HE put me on hold and activated my mBrace account while I was on hold. My app now works, although it’s a little glitchy. Im definitely frustrated with how poor the customer service was though. I dont understand how they would expect you to pay for this. I was hung up on by a representative named Brittany and given no compensation for the lack of service for two months of not being able to set this up.

 

That’s great! Glad you got someone who actually cares and set you up. I’m taking my car back to the dealer again today, for the third time. I also provided all my info to registration and they never find me. Sometimes they don’t even find the vin number...hot mess.

Get this....When I called MBrace yesterday, the representative started out with “Do you have a phone? You know how sometimes you have to do updates?” As if I didn’t know what an update was....hahaha

 

Mbrace reps confirmed they have a widespread technical issue on their end affecting my model and some others. It’s been over 3 months now and still can’t register. I had to make two trips to dealership to get software update called TCU2. Supposedly dealership should be aware of issue but they weren’t hence 2 trips. Mbrace told me to call when I left dealership anf they would get everything working. I did and was told call back in a few weeks they can’t see it yet on their end, he was rather rude about it. A few weeks?? After waiting, I called and 1st rep said she saw issue and would fix then transfer me to registration rep. 2nd rep said sorry she can’t do anything they have an issue on their end, but she at least offered to put me on call back list when it’s fixed. A month went by, I called again. This time I had rep who was beat down dealing with issue and thanked me for being nice. She put me on the call list again rather than search for my name. It’s now been since mid November and I haven’t heard back. That’s the short version, the communication within Mbrace reps is not good... most were uniformed & had their own idea of how to fix it when actually there was a bigger issue. Not experience I expected, this is my first MB.

 

I bought mine, 2016 CPO sport and when I bought it they said it may have still been linked to previous owner (that is if it was pre-owned), I gave them my info but never heard back.. after 3 weeks decided to pay them a visit.. they called whiled I waited.. since you pay that much let them do the work.. after about 15 minutes and telling them I don’t want to pay anything extra, I was good to go.. that night I did remote start and everything.. side note, make sure you have over 5 gallons of gas otherwise you get an error message saying you don’t have enough fuel.. strange I know.. also, I don’t know if it is standard but I got an email from mbrace saying that I have complimentary 6 months then it goes to $199 per year for all the options (maybe cause it was a CPO bought from Mercedes dealership).. (I know you said it is an hour/half away but it is worth it especially during the winter and if you get 6 months free)