vapers

One of the seat adjuster buttons broke within the first few miles and I waited till the first service A to have it replaced by the dealer. Now I am being told that they don't cover it as part of the warranty even though it is obvious I did nothing to make this thing break (no scratches on either end etc.) Turns out others had the same problem with this adjuster and after doing a few for warranty they got pushback from MB central and now they are charging 300 dollars for it. This is my first MB (E550 4matic P2) and I am dissapointed that a 70k car should have simple things break in the first few miles and moreover, for it not to be covered by the supposed bumper to bumper warranty.
Any thoughts or suggestions are appreciated.

konigstiger

If you have not already done so speak with service manager if he refuses no cost replacement under warranty, request he put you in touch with MBUSA Service Parts & Operations Manager (SPOM) covering dealership.

vapers

Thanks for the suggestion. My service guy said "we wouldn't be responsible if a stone hit your windshield" to which I replied but nothing hit anything. The knob just broke on its own when I was adjusting my seat.
Either way I am going in to talk to the supervisor and get the number of whoever their supervisor is and maybe even get something in writing about how they refuse to replace it.
I'll try asking for their regional supervisor or may even go to another dealer.
I am just a bit upset right now.

Ninjaryder

That's a ridiculous comparison. Mercedes has nothing to do with rocks flying into your windshield but they do manufacture the parts in the car .

220S

You mentioned that others have had the same issue. If you can, you should try to collect that info (and with VINs if possible) and have it in front of you before you talk any further with the service manager. It always helps if you are not the only person experiencing a specific problem. Otherwise go to another dealer.

vapers

Actually, my service advisor was the one who told me about others with similar situation when I dropped off my car but said that after replacing a couple, they got a memo from Mercedes that they are not covered. So I don't have Vins etc. unless they want to give it to me. Come to think of it, they may have not even tried to have mine reimbursed given what they say is their experience. Obviously easier for them to get me to pay them 300 cash.

I will follow your suggestion and go to another dealer and try my luck.

sosh

Have had this happen on my W211 and it was fully covered. Its no big deal to change out but the entire switch is changed thus the cost. Have not heard anything about this on any W212 and it was rare on the W211. The buttons are plastic but not cheap plastic. Yours could have been defective from the mfg process. I would not stand for the dealerships position. The vehicle is warranted for things like this and it would be pretty difficult to break from a road hazzard.

petee1997

Totally unacceptable! It's a matter of principal. You fight this to the very end and they will pay the claim. I once had a problem with one of their early nav systems. After 18 documented visits to the dealer I asked to be reimbursed the full value of the option. MB refused. I explained to the PR person at MB Canada that I would get the money the easy way or the hard way but I would get the money. The PR person then asked me to explain what I meant. I replied that the easy way was to refund me the price of the option and keep me as a customer. The hard way was that I would sue their ***, get the money and never buy one of their cars again. I got a refund one week later. There is merit in pushing things to a shove when you are right.

220S

I think you should hire Petee with his baseball bat and get the job done.

sosh

Do not know much about the Canadian dealers but the dealer I do business with since 1998 and 8 vehicles has never refused to honor a warranty claim. In fact they have covered stuff that I thought I would have to pay for.On one incident some years ago they even covered a tire on a 2 day old ML500 when I ran over a large bolt. Have had the opposite experiences that you have had.

vapers

Thanks, I am glad everyone here is supportive. It does speak poorly for MB as a "luxury" car manufacturer to try to play games with a customer of a new car. I hope I can resolve this without too much headache.
I do agree with petee on principle but they are probably counting on my not having enough time, effort to get lawyers involved, etc. on something I could resolve by paying them 300 bucks.
I will keep you guys informed as I try to escalate this.

petee1997

[quote=vapers;4059997]Thanks, I am glad everyone here is supportive. It does speak poorly for MB as a "luxury car manufacturer to try to play games with a customer of a new car. I hope I can resolve this without too much headache.
I do agree with petee on principle but they are probably counting on my not having enough time, effort to get lawyers involved, etc.
I will keep you guys informed as I try to escalate this.[/quote


This issue will never get to a lawyer. Be sure of one thing, they are not stupid and don't go to court for a 300.00 item. Claims are turned down by a claims clerk with little authority. Once you go above his pay grade things get resolved. Be nice but firm. In my case that is impossible because I'm a pr%$#k.

Bubbaboy

The same thing happened in my 211 when the car was being cleaned. It bothered me a lot because I had only had the car for about a month. I dealt with it until I had an excuse to go to the dealer. It was fixed and I don't remember if they charged me anything or not but 300 seems steep.

JD

vapers

I had a long talk to the service manager. Apparently not an uncommon problem with 211 and some other Mercedes models to have the plastic button break. It has been warranty covered. They apparently are recently as of the last couple of months trying to not cover it. Anyway, I am still awaiting resolution. Will keep you guys updated.

silberrosa

Good to see it was covered. I'd blame this one on the dealer as there should have been no question as to whether is was covered. My guess is MB would agree. A car breaks like this during the warranty period and there should be no questions.

vapers

Waiting on the part from Germany. It should be covered after all the fighting. To be honest the whole experience has given me a very bad feeling about Mercedes. Why should I have so much headache, wasted time, fighting, etc. to get a simple warranty item taken care of.

Reminded me of my old Acura where there was a creeking noise at 48k miles and they dealt with it no questions asked. Maybe I will get over it as time goes by. I do love my E550.

El Cid

I can empathize with you. I have received better customer service from Hyundai than from M-B. If you contact MBUSA customer service and don't like the answer you get, keep working up the chain. It really does seem to depend on with whom you speak. If necessary, write to the CEO.

pmb600

Sorry to hear this, keep in mind all dealerships are independent and don't always reflect the same level of customer service from dealer to dealer (which is unfortunate, but a reality). Do not pay for this, listen to Konigstiger if they do not want to cover the cost, demand to speak to the factory representative. Or if you are close to another dealer see if you can just take it there.

gichundo

I agree with many of you guys here. Don't pay for this and dealer service varies from dealer to dealer. Before I got my new W212 I had 07 W209. During my ownership of the car iPod connector case glue has come off and it was literally divided in half. I went to the dealer for Schedule A and asked if connector could be placed under warrenty. Service advisor told me no and suggested to me using tape. After coming home I have received e-mail regarding performance evaluation. So on the e-mail, I wrote 2 page worth of unprofessional conduct from MB service advior. I mean we pay, "most of the time", 50K for a MB and service adviser is suggesting a tape? and tells me he gave car wash for free? Like owners of MB can't afford car wash.... Anyways, customer relationship manager called me back from the dealer and everything was taken care of. As long your request is sensible , like this plastic coming off, should be covered by warrenty.

lyjw88

stealerships...

vapers

Final update:
Part arrived from germany after a couple of weeks and I had it replaced last week. I didn't pay anything. Not sure if it was covered by dealer or MB. Thanks for your guys' help.

TonyMeister

Just one little button fell and you are already disappointed with the car?

Chill out mate, it could be worse.

You could have a Lexus and soon discover that a button falling off is nowhere near as bad as an stuck throttle for example...

pmb600

You're a little late to the conversation. He wasn't upset as much with the button, but the service he was receiving at the dealership. His concerns were justified.

To the OP, glad you got things worked out.

oldstocks

I enjoy hassling bad dealers and service people. I love to write to MB Car Club people and MBUSA about poor service (and cc the dealership owner personally). I am tactful and well document the issues with names, dates, paperwork, etc. I first write the owner directly but, if I do not get a response, they doom themselves.

sosh

Oh, you are one of those. In my business we call them chronic complainers. Bet you never considered sending a letter when you receive exceptional service! By the way writing to the club is a waste of time and your paper. They are not a clearing house for complaints and a very small percentage of owners are members.