Fellas, I just bought my 2012 E350 Black Coupe it has 19,800 miles.
it is a CPO vehicle. I didn't notice all the rock chips on the hood and a big rock chip on the windshield until I had taken it home. I have been looking for a Black Coupe for a long time, and when I finally found one I got over excited and bought it without really going over the entire car.

I spoke to the sales manager after I got home and he told me to bring it back and they would fix everything that bothered me. They kept the car for 6 days and yesterday when I went to pick it up, I almost cried. whoever did the touch-up on the hood did a terrible job, it made it look worse than before.

there was also a scratch on the rear bumper near the chrome trim and they scratched the hell out of the chrome trim with the buffer.

I didn't want to take the car yesterday because I feel that they made it worse and tomorrow I will go back to talk with the GSM and see what he can do for me. He had offered me a full refund if after they fixed the car I wasn't happy.

I love the car, but I can't see myself being happy with the vehicle the way it looks now after they tried to fix the things that bothered me.

they replaced the windshield and took care of other minor scratches, but the thing that bothers me the most is the bad touch-up job they did on the hood, you can feel the multiple paint drips they put on the rock chips and also the fact that they scratched the chrome trim pretty bad with the buffer.

I don't know what to do now, am I being too picky and I should accept that a pre-owned vehicle will come with scratches and rock chips, even if I am buying a CPO car from a big reputable dealership ?

please tell me what you guys would suggest I do. at this point I can get a full refund or keep the vehicle but not be happy until I get the hood repainted and the chrome trim replaced. I don't think the GMS will want to do all that if I ask him, at this point its probably easier for him to issue me a full refund and tell me to get the hell out of his dealer.

Thoughts ,suggestions any ideas are greatly appreciated. I am going back to the dealer in the morning to speak with the GSM.

Thanks

 

You did buy the car like that and the dealership actually did you a favor by fixing issues that you found after the deal. If it still bothers you that much, get the refund.

 

its a black car with 20k miles, cpo or no, its going to have paint chips.

its not some super rare vehicle, drive it, get more chips.

 

Thanks fellas, everything you guys are saying makes sense. I am going to the dealer in a few hours and I have to make a decision.

I guess what bothers me the most is the ****ty job the painter did on the touch-up. I can't believe that someone can do that type of job and think that it looks good.

 

Yeah, rock chips are going to happen. I'd just get it repainted if you want it to look new. Maybe see if they can meet you halfway and split the cost?

 

That is a great idea, I will ask and if they are willing to work with me I will take the car, I do love it and it is the car that I have been looking for. It is equip with all the packages that I want.

it just sucks that whoever they use to touch-up their cars did a really bad job on my car and he made it look worse than it did when it had the rock chips.

at this point all I can do is ask the GSM if he can work with me and I will have the hood repainted on my own...

 

pics?

 

You cant "touch up" rock chips.. its going to look like crap if you try. Like others have said, Im surprised they even offered to touch it up to make you happy. Its a CPO, not brand new..when you start driving you will acquire more rock chips. If it looks that bad then get it re painted.

 

I didn't bother to take Pictures as I don't think the pictures would show the details.
but maybe I can take some today when I get there.

 

I agree with you 100%, and I was very specific with the service manager....I told him that if by doing touch-up it would make it look worse, NOT to do it.

he assured me that the person that does their touch-up work is so good that they have full trust in him. well now it looks like crap just like you said....

that is why I am so upset, plus the fact that they can feel satisfied with the end result.....I would fire that person that did the touch-up if that is what he thinks is a job well done.....

 

Actually, rock chips can be expertly touched up in a fashion that results in a hardly noticeable repair. Trouble is that its extremely time consuming and if you have a bunch, its just easier and likely cheaper to respray the item in question.

 

so I went to pick-up my car and I am Happy to report that the Manager agreed to replace the chrome trim along the rear bumper. the touch-up paint on the hood bothers me, but not enough to give the car back. I will get the hood repainted in the future when it gets more rock chips. Thank you to all you fine people for all the great suggestions and comments....

have I told you guys how much I am enjoying being a part of this great Mercedes forum...!!!

 

OP, nothing unusual to have some scratches or rock chips on a used cars
You can get a new car in $70k or be happy with used one in half price
The choice is your
GL

 

yes Sir. it took me a while the grasp that concept. but now I am so happy with my choice and I am loving my Coupe.

Thanks

 

After you get the hood repainted, get it covered with XPEL Ultimate...I wish I had done that on my previous car, did the front bumper and partial hood on my E350C4

 

great idea, I will look into that once I get it repainted.

Thanks

 

Rock chips are the worst. It seems like the harder you try to avoid them, the more dump trucks, semis, 4X4s (insert your rock throwing enemy here) that get in front of you. I've got a new black E350 and I know they're coming. The first few are going to hurt me more than it'll hurt the car.

 

Fellas, too many times we only complain about bad service or bad experiences with a sales person or sales manager from a dealership. In my case I am extremely happy and satisfied with the service and treatment I received from some folks at the dealer where I purchased my car.

I would like to write a nice letter to management to show them how much I appreciate the good customer service that I received from the service department all the way up to the General Manager from the dealer.

what is the best way to show my appreciation and whom should I write my letter to ?
who is above the GM at a dealer ?? the Owner , please help me come up with a good solution and whom I should address my letter to ??

Thanks everyone !!!

 

Ask your sales contact. They'll appreciate your offer and they'll direct you to where it can do the most good.

 

well I wanted to be a surprise for my sales Rep. as well because I want to send a good word about her, so I was hoping to keep her out of the loop until word gets back to her from my letter .....

 

The receptionist will have names. Generally the owner of an MB dealership will also own several other dealerships. For example, Rick Hendrick owns the MB dealer I use as well as a hundred more.
I doubt if he would even see the letter. Send to the GM. Better effect closer to home.

 

That is what I will do..........I will send the letter directly to the GM.

Thanks