Interesting Development
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
Controller
I am told that the SRS "controller" is defective, and a new one needed to be ordered from Germany.
Coincidentally (?), the "controller" for the rain sensing wipers is also defective and needed to be ordered from Germany.
I think these guys need to start stocking some parts, and soon. MB should probably require dealers to do that, as is the case in many other industries.
Coincidentally (?), the "controller" for the rain sensing wipers is also defective and needed to be ordered from Germany.
I think these guys need to start stocking some parts, and soon. MB should probably require dealers to do that, as is the case in many other industries.
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
The Woes Continue
The woes continue. Another day has come and gone, and I still don't have my car back.
My service rep now tells me that the SRS controller arrived today in Baltimore, having taken 6 days to be overnighted from Germany. However, the controller still needs to be programmed before it can be sent to my dealer and installed.
This, on top of today's Wall Street Journal article (which, by the way, mentions my problem with the windshield wipers), really has me frustrated!!
Argh.
My service rep now tells me that the SRS controller arrived today in Baltimore, having taken 6 days to be overnighted from Germany. However, the controller still needs to be programmed before it can be sent to my dealer and installed.
This, on top of today's Wall Street Journal article (which, by the way, mentions my problem with the windshield wipers), really has me frustrated!!
Argh.
Senior Member
Joined: Nov 2002
Posts: 454
Likes: 0
From: NC
'03 Mercedes E320
Spares
Most likely there was a problem with that SRS "central gateway control module" and MB exhausted initial supplies. Mine was ordered Oct 7, installed by the dealer Oct 8 and I had it by 5 pm. (Hampton, VA). I believe I also saw one or two other mentions of the gateway controller replaced on this forum.
The SRS defective warning came up on the screen. Mine was diagnosed with an "internal fault". When the new one was installed "when training to version code control unit, process aborted due to software error. This set multiple codes in multiple control units. Manually version coded gateway control unit and diagnostic version." (That's the quote from the work order, so the tech had to do some diagnostic work of his own!)
I don't know how much they have to stock-up parts at the warehouses for a new model. but I'll bet it's based upon some failure rates for common components on prior models, and if you hit it wrong both you and the supplier have a headache.
They did give me a W202 C230 to use, I'm 100 miles away and they have always been generous with loaners. They also have free valet service in the local area to pick up and return your car, for me they offer to "meet me half-way" but I'd prefer to drive there myself. There will always be problems, but they handle them, and me, well.
The SRS defective warning came up on the screen. Mine was diagnosed with an "internal fault". When the new one was installed "when training to version code control unit, process aborted due to software error. This set multiple codes in multiple control units. Manually version coded gateway control unit and diagnostic version." (That's the quote from the work order, so the tech had to do some diagnostic work of his own!)
I don't know how much they have to stock-up parts at the warehouses for a new model. but I'll bet it's based upon some failure rates for common components on prior models, and if you hit it wrong both you and the supplier have a headache.
They did give me a W202 C230 to use, I'm 100 miles away and they have always been generous with loaners. They also have free valet service in the local area to pick up and return your car, for me they offer to "meet me half-way" but I'd prefer to drive there myself. There will always be problems, but they handle them, and me, well.
Super Member
Joined: Aug 2002
Posts: 524
Likes: 0
From: So. FL
2003 SL Launch Edition, 2003 E500 Pewter/Stone
Is this a failure that endangers the driver and passangers and thus KShortill must leave the car there or is this just annoying and KShortill should just get the car back until the part comes in?
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
The Rub
Oh, I could pick the car up, after acknowledging that I understand the airbags are inoperable. That, in addition to being not prudent from a safety perspective, would also probably invalidate my car insurance which is premised on the existence, in working condition, of the airbags.
Senior Member
Joined: Nov 2002
Posts: 454
Likes: 0
From: NC
'03 Mercedes E320
Air Bag
I was advised that the airbag could possibly activate spontaneously, since the module controls a number of functions and safeguards. They preferred that I not drive it.
It got my attention, and I believe the manual also indicates the message means the bag might not activate or might activate without warning. I read it at the time but don't recall exactly what it said, however it made sense in the context of what the tech told me.
It got my attention, and I believe the manual also indicates the message means the bag might not activate or might activate without warning. I read it at the time but don't recall exactly what it said, however it made sense in the context of what the tech told me.
MB World Stories
The Best of Mercedes & AMG
8 Classic Boxy Mercedes Designs That Have Aged Like Fine Wine
Verdad Gallardo
Flawlessly Restored Mercedes 190E Evo II Heads to Auction
Verdad Gallardo
Electric Mercedes C-Class Unveiled: 11 Things You Need to Know
Verdad Gallardo
Mercedes EQS Gets A Major Update: Everything You Need to Know
Verdad Gallardo
5 Underrated Mercedes-Benz Models That Don't Get the Love They Deserve
Verdad Gallardo
Mercedes 300D Has Pushed Well Past 1 Million Miles and It Ain't Stopping
Verdad Gallardo
10 Most Reliable Mercedes-Benz Models You Can Buy Used
Verdad Gallardo
Mercedes Teases Updated EQS With Steer-By-Wire and a Yoke
Verdad Gallardo
8 Mercedes Models With Poor Reliability Records
Verdad Gallardo
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
More Bad News
The bad news saga that is my brand new E320 continues.
First the good news: The needed part did in fact arrive in Arlington, VA, from Baltimore, MD today, and has been installed in my car.
Now the bad news: According to my service rep, every single electronic function in my E320 needs to be reprogramed with the new control unit, from windshield wipers to - get this - the transmission.
You got it: My car sits another night at the dealership.
I am getting a bad feeling that this car may ultimately have to be lemoned.
Argh!!
First the good news: The needed part did in fact arrive in Arlington, VA, from Baltimore, MD today, and has been installed in my car.
Now the bad news: According to my service rep, every single electronic function in my E320 needs to be reprogramed with the new control unit, from windshield wipers to - get this - the transmission.
You got it: My car sits another night at the dealership.
I am getting a bad feeling that this car may ultimately have to be lemoned.
Argh!!
Almost a Member!
Joined: Aug 2002
Posts: 55
Likes: 0
KShortill,
Here's an outline of how my experience went with my dealer with a similar problem to yours. Maybe this info will help you deal with the service guys if you have any more problems.
I went to pickup my car, Saturday Nov 2.
The SRS light lit up and the air suspension wouldn't work.
As your dealer said, it's a safety issue, so they gave me an E500 for the weekend.
Monday Nov 4 I got a call that it was a faulty "gateway" and it needed to be replaced. ETA 1 1/2 weeks, so they told me to keep the E500 until my car was ready.
Tuesday night Nov 5, I got a call that the part was overnighted and my car was ready. I picked it up the day later.
The point of all this is, if they're serious they could have your car done in 1 day. If they're serious about customer service, they'll give you a better car as a loaner.
Anyway, not to **** you off, there is a good side to all this. The gateway replacement is supposedly common (as common as anything on a car that has been here 3 months), and not a big deal at all. I haven't had any glitches at all since I picked it up. Clearly it hasn't been that long, but I've been going on long drives all over the place and haven't noticed anything out of the ordinary.
Here's an outline of how my experience went with my dealer with a similar problem to yours. Maybe this info will help you deal with the service guys if you have any more problems.
I went to pickup my car, Saturday Nov 2.
The SRS light lit up and the air suspension wouldn't work.
As your dealer said, it's a safety issue, so they gave me an E500 for the weekend.
Monday Nov 4 I got a call that it was a faulty "gateway" and it needed to be replaced. ETA 1 1/2 weeks, so they told me to keep the E500 until my car was ready.
Tuesday night Nov 5, I got a call that the part was overnighted and my car was ready. I picked it up the day later.
The point of all this is, if they're serious they could have your car done in 1 day. If they're serious about customer service, they'll give you a better car as a loaner.
Anyway, not to **** you off, there is a good side to all this. The gateway replacement is supposedly common (as common as anything on a car that has been here 3 months), and not a big deal at all. I haven't had any glitches at all since I picked it up. Clearly it hasn't been that long, but I've been going on long drives all over the place and haven't noticed anything out of the ordinary.
Super Member
Joined: Jun 2002
Posts: 828
Likes: 1
From: Northern VA
SL 500
Re: More Bad News
Originally posted by KShortill
The bad news saga that is my brand new E320 continues.
First the good news: The needed part did in fact arrive in Arlington, VA, from Baltimore, MD today, and has been installed in my car.
Now the bad news: According to my service rep, every single electronic function in my E320 needs to be reprogramed with the new control unit, from windshield wipers to - get this - the transmission.
You got it: My car sits another night at the dealership.
I am getting a bad feeling that this car may ultimately have to be lemoned.
Argh!!
The bad news saga that is my brand new E320 continues.
First the good news: The needed part did in fact arrive in Arlington, VA, from Baltimore, MD today, and has been installed in my car.
Now the bad news: According to my service rep, every single electronic function in my E320 needs to be reprogramed with the new control unit, from windshield wipers to - get this - the transmission.
You got it: My car sits another night at the dealership.
I am getting a bad feeling that this car may ultimately have to be lemoned.
Argh!!
I normally take my car to HBL for maintenance and receive fairly decent service w/o any delays.
I wish u the best w/ your new car and keep us posted on the outcome.
amer
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
Silence from the Service Rep
Well, I guess my car still isn't ready: I've tried calling my service rep and have left him messages, but he hasn't called back to tell me if my car is ready. I checked with the front desk, and he's in today, so I guess he doesn't want to speak with me, and I assume that's because my car still isn't fixed.
This is, frankly, ***** unbelievable that a one day job has now taken 9 (nine) days on a brand new car!
This is, frankly, ***** unbelievable that a one day job has now taken 9 (nine) days on a brand new car!
Super Member
Joined: Aug 2002
Posts: 924
Likes: 0
From: Northern VA
2003 MB E500
Re: Silence from the Service Rep
Originally posted by KShortill
Well, I guess my car still isn't ready: I've tried calling my service rep and have left him messages, but he hasn't called back to tell me if my car is ready. I checked with the front desk, and he's in today, so I guess he doesn't want to speak with me, and I assume that's because my car still isn't fixed.
This is, frankly, ***** unbelievable that a one day job has now taken 9 (nine) days on a brand new car!
Well, I guess my car still isn't ready: I've tried calling my service rep and have left him messages, but he hasn't called back to tell me if my car is ready. I checked with the front desk, and he's in today, so I guess he doesn't want to speak with me, and I assume that's because my car still isn't fixed.
This is, frankly, ***** unbelievable that a one day job has now taken 9 (nine) days on a brand new car!
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
Not HBL
An update. As I predicted, the car isn't ready. Apparently, the control module has been installed and works perfectly, except for the airbags (which, for those who have not been following this tale of woe, is the reason I took the car in to the dealership last Wednesday).
Some good news, though. They are giving me a loaner.
BTW, no, it's not HBL.
Some good news, though. They are giving me a loaner.
BTW, no, it's not HBL.
Super Member
Joined: Oct 2002
Posts: 926
Likes: 0
From: VA
03 E320, sport package, moon roof, sound upgrade, brilliant silver, charcoal leather, heated seats..
So it is my dealer, ASC-Arlington? Yikes.....sales guy mentioned their recent expansion resulted in overextending their mechanics. Since my order is with ASC I wonder if I can have car serviced at HBL?
Super Member
Joined: Aug 2002
Posts: 924
Likes: 0
From: Northern VA
2003 MB E500
Originally posted by drb
So it is my dealer, ASC-Arlington? Yikes.....sales guy mentioned their recent expansion resulted in overextending their mechanics. Since my order is with ASC I wonder if I can have car serviced at HBL?
So it is my dealer, ASC-Arlington? Yikes.....sales guy mentioned their recent expansion resulted in overextending their mechanics. Since my order is with ASC I wonder if I can have car serviced at HBL?
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
Good News Finally
My service rep just called to report that my car is ready! Just in time for the weekend, and I am grateful.
The only thing not fixed is the rain sensing wiper system so I won't be able to use the sensor part until it's fixed.
Whoo - hoo, time for a drive.
The only thing not fixed is the rain sensing wiper system so I won't be able to use the sensor part until it's fixed.
Whoo - hoo, time for a drive.
Super Member
Joined: Oct 2002
Posts: 962
Likes: 12
From: Saudi Arabia
'18 AMG GTR '16 BMW M3 - '05 Porsche Carrera S
Re: Good News Finally
Originally posted by KShortill
My service rep just called to report that my car is ready! Just in time for the weekend, and I am grateful.
The only thing not fixed is the rain sensing wiper system so I won't be able to use the sensor part until it's fixed.
Whoo - hoo, time for a drive.
My service rep just called to report that my car is ready! Just in time for the weekend, and I am grateful.
The only thing not fixed is the rain sensing wiper system so I won't be able to use the sensor part until it's fixed.
Whoo - hoo, time for a drive.
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
Filthy
Well, I did pick up my car, after 10 days in the shop, on Friday night. The car looked fine in the dark when I picked it up, and the SRS light was off (good sign).
Only when I got home in my garage did I see that the car was FILTHY. Grease in several places on the dash, grease on that impossible to clean door stripping on the driver's side and, get this, the floor mats had been put back in over TONS OF BLACK DIRT, thus ensuring that the filth would be ground into the carpet.
I am so DISGUSTED with ASC I could throttle the service rep.
Does anyone know if the door strip can be effectively cleaned or easily replaced?
Only when I got home in my garage did I see that the car was FILTHY. Grease in several places on the dash, grease on that impossible to clean door stripping on the driver's side and, get this, the floor mats had been put back in over TONS OF BLACK DIRT, thus ensuring that the filth would be ground into the carpet.
I am so DISGUSTED with ASC I could throttle the service rep.
Does anyone know if the door strip can be effectively cleaned or easily replaced?
Super Member
Joined: Sep 2002
Posts: 819
Likes: 0
2004 E500
Originally posted by drb
So it is my dealer, ASC-Arlington? Yikes.....sales guy mentioned their recent expansion resulted in overextending their mechanics. Since my order is with ASC I wonder if I can have car serviced at HBL?
So it is my dealer, ASC-Arlington? Yikes.....sales guy mentioned their recent expansion resulted in overextending their mechanics. Since my order is with ASC I wonder if I can have car serviced at HBL?
And certainly look for another dealership for future service unless these guys can convince you otherwise.
MBWorld Fanatic!
Joined: Oct 2002
Posts: 3,690
Likes: 2
From: Washington State
E-500
I agree with MMAT...show up with the dirty car and demand to see the manager...not the service manager.
Obviously the service manager does not care or does not have the slightest handle on the situation.
The dealership manager needs to see this and address the issue. If you get patted on the head then I would take this to MBUSA.
Be sure he knows that the experience is being discussed here with MB owners, prospective owners, dealers and I suspect some MBUSA personnel.
How about it MBUSA...are you monitoring this forum?
ED
Obviously the service manager does not care or does not have the slightest handle on the situation.
The dealership manager needs to see this and address the issue. If you get patted on the head then I would take this to MBUSA.
Be sure he knows that the experience is being discussed here with MB owners, prospective owners, dealers and I suspect some MBUSA personnel.
How about it MBUSA...are you monitoring this forum?
ED
Super Member
Joined: Sep 2002
Posts: 917
Likes: 86
Question for you guys that already own or have owned an MB. Does MB use dealership service quality surveys and rankings in determining a dealerships car allocation for the next year? I know that both Toyota and Honda do this, so anytime I take a car to the dealer for service, I will usually get a call from someone from the dealership (after a few days) asking me about how I felt about the service, etc. If I am unhappy, they find a way to correct the issues that I had. This is because Honda and Toyota randomly send out surveys to customers that just got service, and they score the dealership's service based on how I answer the survey. If the dealership does not do well, that impacts the number of cars they are allocated the next year (along with their sales numbers, etc.).
Thread Starter
Member
Joined: Jun 2002
Posts: 182
Likes: 0
From: Washington, DC
2004 E 4matic StationWagon
Hm
Abhansali,
I have never been called or surveyed about service. MB does send out a new car buyer's survey asking about the sales experience, but after that the only contact I get from MB is the catalogue. Have any others on this forum been surveyed about service?
Since my car is so new, I am going to detail this whole mess in my buyer's survey and see what, if anything, is addressed by MB.
I have never been called or surveyed about service. MB does send out a new car buyer's survey asking about the sales experience, but after that the only contact I get from MB is the catalogue. Have any others on this forum been surveyed about service?
Since my car is so new, I am going to detail this whole mess in my buyer's survey and see what, if anything, is addressed by MB.
