Efivehundred

I brought my CPO E500 to the dealer where the car was purchased new, serviced its whole life and where I purchased it as a pre-owned. I had a list of things that needed attention. One of which was a broken wind deflector arm on the passenger side. It didn't effect the operation of the roof, the sunshade worked fine and the glass panel was tilting and sliding properly.

The dealer had it for six weeks. I called several times, sometimes not getting a return call from the SA, and was told they were waiting for parts to get in.

I finally picked up the car yesterday. I got in and the sunshade was open. I pushed the button forward to close it and the motor made a loud noise like the gears were stripped. The sunshade is now inoperable. I tried to open the roof and it barely works.

I went back in to speak with the SA. He came out to check it. I told him it wasn't like this when I brought the car in. He claimed it was like this when they got the car and the motor replacement is not covered under CPO.

What options do I have in this situation? I say one thing, they say another.

SZMB

I would ask to speak to the service manager directly and ask nicely for a good will repair. Maybe it's coincident that the motor goes out, who knows. If he refuses, ask him where in the CPO warranty that states the the motor is not covered (I don't remember seeing/not seeing this on the warranty list). I thought all electrical issues are covered under the CPO warranty.

MB211

I can say with 100% certainty that pano roof motor is covered under CPO warranty. Are you sure motor is failed part?

Efivehundred

The SA said it was the motor when I told him the sunroof isn't working. I looked at the paperwork they gave me and it states the diagnosis is sunroof gear and cable are worn. I don't know if that is covered by CPO.

MB211

The gear is part of the motor (covered), CPO also covers the cables (for wind deflector, sliding roof, and roller blind). STARMARK or an older ELW contract may be a different story.....

vettdvr

Normal wear and tear is not a warranty item. This sounds like someone trying to get out of doing a warranty repair. Broken gear teeth are not a wear item and if they are broken I would expect the CPO warranty to cover it.

Given they kept your car 6 weeks, gave it back broken and try to pass this off with the wording, "wear" I would be really wary of this dealer.

mpersaud

what dealer did you go to?

vettdvr

And to whom is this question directed?

Efivehundred

Thanks for all the input. It turns out the repairs are covered per information provided by a very helpful forum member.

I think the question about which dealer is directed at me. It is Globe Motor Car Co. in Fairfield NJ. It was a bad service experience. Besides having my car for six weeks, the sunroof was broken and not fixed along with other problems that would be covered by CPO. There is a small scuff on the passenger rear door and some small scratches on the trunk lid that weren't there when I brought the car in. I witnessed one of the sales managers driving a pre-owned 06 E55 VERY HARD. I'm never going back there for anything, but will be contacting management shortly.

Is there a website that gives the specifics of the CPO warranty?

MBE550

I'm suprised that you actually let the dealer keep the car that long.
I had similar exp. with my Lexus GS400. The dealer cracked factory side skirt, took all my coins and scrached bumper among many other things that happened at different times. I had to argue and insist that certain repairs is covered under CPO. And this was even at a Lexus dealer that everyone appraise of its good service. My solution was to change the dealer even though it was much further away. 5 min. vs 40 min. drive.

Efivehundred

I did bring the car in with a list of thirteen issues that needed attention. I thought it would be there for three to four weeks at the longest. I'm definitely changing dealerships.

rieger

Definitely notify MBUSA and let them know of your crappy service and false info they gave you about the sunroof repair.

MB211

I doubt they knowingly gave him "false" info. The MB dealer is PAID by MBUSA to repair the car under warranty. It is in their best interest to duplicate and repair the issue.

Unfortunately they may have not correctly verified coverage for the vehicle and ASSUMED (we all know what assUme spells out) that the items were not covered.

As previously stated, either try a different SA or a different dealer. Find a person with experience and good client service. It also helps to be friendly....

Efivehundred

I've been friendly throughout this experience. I don't like to help aholes so i figure others don't as well. I left the dealership when I picked up the car instead of going in to speak with management because I felt "unfriendliness" seething beneath my friendliness.

I e-mailed the service director at Globe Motor Car last night. I explained what happened when I picked up the car. He called me this morning and left me a message. I couldn't answer the phone at the time. He said he did some research and is embarrassed by what happened. By the time I was able to return his call I think he left for the day. I'll call him again and hear what he has to say about this.

MB211

Glad to hear problem is resolved. I meant no implication of you being "unfriendly", by the way.

Mistakes do happen, and the best course of action for a customer is to point them out nicely. It is very difficult for a business to "blow off" a NICE client (usually you would consider those to be keepers). On the other hand, no one wants to deal with a jerk....Obviously dealing with it correctly worked well for you.