Need help in diagnosing a big problem
Thread Starter
Junior Member
Joined: Sep 2015
Posts: 30
Likes: 5
2015 C63 AMG 507
Need help in diagnosing a big problem
So my 2015 507 has been at Mercedes of Tucson for 21 days now and they have no idea what wrong..
History:
I bought the car in May with 10k miles from a Cadillac dealer in NC, when I got it I knew it was a Canadian car (due to VIN decoder online) and figured (rightly) that it shouldn't matter, about 3 weeks into driving I found the A/C would get a bit warm when stopped at a light, took it to MB they added 1/2 lb freon called it good, 1 mos later same issue they found the condenser fan won't turn on when stopped, replaced the fan, harness, and modules, fast forward another month and same issue. Now they find they can turn on the fan only when the car is plugged into their (stars) computer but the ECU won't send the commands itself. they replace more electronics including a new ECU some other items and reprogram still nothing, they get the shop foreman involved now and he looked and the A/C control unit and notices it's in Celcius and then finds out the car is Canadian also to realize they've been programming everything in US software versions, now nothing will talk to each other and they cannot continue working (because they literally don't know what to do) until MB engineering tells them something to try.
I went to the shop yesterday to ask him when I'm gonna get my car and his reply is "I have no idea" I explained that that answer is unacceptable and he said we don't know how to fix this what's more he said if the dashboard A/C control unit needs to be replaced then I would have to pay for it as it won't be covered his explanation for this part is he thinks when the car was imported to the US they needed to change this part as well and didn't. I suggested simply reprogram the entire car to US spec and be done with it, he said that's not possible, I also said the car was fine with the Canadian A/C control unit until you guys cross programmed the software.
I'm at a loss here, anyone with ideas I can give the guy so he can fix my car?
History:
I bought the car in May with 10k miles from a Cadillac dealer in NC, when I got it I knew it was a Canadian car (due to VIN decoder online) and figured (rightly) that it shouldn't matter, about 3 weeks into driving I found the A/C would get a bit warm when stopped at a light, took it to MB they added 1/2 lb freon called it good, 1 mos later same issue they found the condenser fan won't turn on when stopped, replaced the fan, harness, and modules, fast forward another month and same issue. Now they find they can turn on the fan only when the car is plugged into their (stars) computer but the ECU won't send the commands itself. they replace more electronics including a new ECU some other items and reprogram still nothing, they get the shop foreman involved now and he looked and the A/C control unit and notices it's in Celcius and then finds out the car is Canadian also to realize they've been programming everything in US software versions, now nothing will talk to each other and they cannot continue working (because they literally don't know what to do) until MB engineering tells them something to try.
I went to the shop yesterday to ask him when I'm gonna get my car and his reply is "I have no idea" I explained that that answer is unacceptable and he said we don't know how to fix this what's more he said if the dashboard A/C control unit needs to be replaced then I would have to pay for it as it won't be covered his explanation for this part is he thinks when the car was imported to the US they needed to change this part as well and didn't. I suggested simply reprogram the entire car to US spec and be done with it, he said that's not possible, I also said the car was fine with the Canadian A/C control unit until you guys cross programmed the software.
I'm at a loss here, anyone with ideas I can give the guy so he can fix my car?
Senior Member
Joined: Jul 2009
Posts: 373
Likes: 41
From: DFW Texas
C63 AMG Black Series
I’d call the MB USA client care line and explain what’s going on. That way you can get a case manager over there to help escalate things.
Also, get clarification where your new car warranty currently stands. I’m not sure if the Canadian new car warranty applies here in full? I know for BMW we had to ask corporate to change the warranty over from Canada to USA in their system. A lot of times people missed this when cars were imported, and we couldn’t cover things under warranty. Not sure if it’s the same case, but wouldn’t hurt to confirm for future reference.
Also, get clarification where your new car warranty currently stands. I’m not sure if the Canadian new car warranty applies here in full? I know for BMW we had to ask corporate to change the warranty over from Canada to USA in their system. A lot of times people missed this when cars were imported, and we couldn’t cover things under warranty. Not sure if it’s the same case, but wouldn’t hurt to confirm for future reference.
Thread Starter
Junior Member
Joined: Sep 2015
Posts: 30
Likes: 5
2015 C63 AMG 507
I’d call the MB USA client care line and explain what’s going on. That way you can get a case manager over there to help escalate things.
Also, get clarification where your new car warranty currently stands. I’m not sure if the Canadian new car warranty applies here in full? I know for BMW we had to ask corporate to change the warranty over from Canada to USA in their system. A lot of times people missed this when cars were imported, and we couldn’t cover things under warranty. Not sure if it’s the same case, but wouldn’t hurt to confirm for future reference.
Also, get clarification where your new car warranty currently stands. I’m not sure if the Canadian new car warranty applies here in full? I know for BMW we had to ask corporate to change the warranty over from Canada to USA in their system. A lot of times people missed this when cars were imported, and we couldn’t cover things under warranty. Not sure if it’s the same case, but wouldn’t hurt to confirm for future reference.
Just got my car back after 6 weeks, MB spent the last 3 weeks taking orders from "Engineers" from Canada and Germany as you can image this process was wildly inefficient, they would test something then advise them of the results then realize that it didn't work 4 days later they'd get more instructions...
Finally after the 5th week I spoke with the Service GM and he "promised" to escalate things.
At the beginning of the 6th week they had the "engineers" come to Tucson and help fix my car, the first day the folks started pulling cables under the hood and everything starts working, some more looking around and they found a fuse box that a wire is not secure so they ordered a new box installed it and now everything work as it should..
Man this was super frustrating, 6 weeks to find and fix what really turns out to be a broken fuse panel.
Happy to have it back
~T
Last edited by Todd Webb; Sep 16, 2018 at 08:54 AM.
