Fading Wood Trim. I think I am getting screwed by MB Dealer.
Thread Starter
Senior Member
Joined: Aug 2006
Posts: 413
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From: San Diego
2021 Tesla M3SR+, 2017 GLS550, 2011 E350 Bluetec, 2007 GL450 (GONE), 2003 E500 (GONE)
Fading Wood Trim. I think I am getting screwed by MB Dealer.
I have 2011 E350 and started noticing that the wooden trim around the dash board is beginning to fade exhibiting cloudiness, discoloration and sun-spots. I am aware that there was a technical bulletin for this problem on earlier W212s. However my VIN number falls well outside the range of the affected cars.
Took the car to Mercedes Benz San Diego and showed it to the service advisor and his manager. First they tried to tell me that it was a normal occurrence of wood 'maturing' in the sun. When I pointed the color difference between the color of the wood trim around the dashboard and the ones on the doors, they agreed that there was definitely fading. The service advisor took pictures with his iPhone and promised to escalate it directly to MB HQ to get their guidance.
Today (two weeks later) I get a call from SA with an offer. He claimed that it would cost MB over $3000 to replace all the wood trim in the car but they would be willing to do it if I would cover $1000! They could also replace just the faded pieces under warranty but, obviously, they wouldn't match the rest of the wood trim around the car.
I am getting impression that the dealer is trying to cut corners and get away with doing the work. No reasonable person would replace just several wood panels to ruin the look of the interior. But I am also not insane to pay $1000k for something that should be done under warranty. I think they know this and using this tactic for me to just go away.
What do you guys think? I am going to try a different dealer but is there a way to escalate this issue?
Took the car to Mercedes Benz San Diego and showed it to the service advisor and his manager. First they tried to tell me that it was a normal occurrence of wood 'maturing' in the sun. When I pointed the color difference between the color of the wood trim around the dashboard and the ones on the doors, they agreed that there was definitely fading. The service advisor took pictures with his iPhone and promised to escalate it directly to MB HQ to get their guidance.
Today (two weeks later) I get a call from SA with an offer. He claimed that it would cost MB over $3000 to replace all the wood trim in the car but they would be willing to do it if I would cover $1000! They could also replace just the faded pieces under warranty but, obviously, they wouldn't match the rest of the wood trim around the car.
I am getting impression that the dealer is trying to cut corners and get away with doing the work. No reasonable person would replace just several wood panels to ruin the look of the interior. But I am also not insane to pay $1000k for something that should be done under warranty. I think they know this and using this tactic for me to just go away.
What do you guys think? I am going to try a different dealer but is there a way to escalate this issue?
Last edited by MB500; Jul 13, 2012 at 12:15 PM.
MBWorld Fanatic!
Joined: Dec 2011
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From: Paradise
w212 E550
try other dealers and never go back to the one you just went. in fact, tell them this and also tell them you and your family and friends will never get a car from them in the future.
Super Member
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From: Asheville, Atlanta
SL 65 AMG, Porsche 911 (993), 2014 Cayenne GTS, 2013 Toyota Highlander Limited
should be replaced under warranty.......had a BMW that did that and no questions asked....I didn't know the dealer at all...
Write a letter to MB if needed, but go to another dealer or ask to see regional rep from MB...
Write a letter to MB if needed, but go to another dealer or ask to see regional rep from MB...
Super Member
Joined: Oct 2010
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From: North Carolina
2010 E350, 2015 S550
Amen! Best thing you can do. I did this to a Toyota dealer when the lied to my wife about needing front brakes. And I told them that.
Super Member
Joined: Jun 2005
Posts: 539
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From: Planet Earth
2006 CLS500 - Iridium Silver w/ AMG Sportline
Letters are a waste of time. Calling is the only thing that gets stuff like this done. I can toss your letter in the can with ease. Hanging up on someone is both uncomfortable and unprofessional.
Tell the dealer, "unacceptiable" and if that doesn't get you where you need, ask for the area rep. If that doesn't go anywhere, ask for their boss. Until you're at the top, everyone has a boss and you'll get to the point where the person you're talking to gets paid too much to care and wants to know why the guy below him just didn't handle.
I'm speaking out of experience. I had a harmonic balancer expode and do a bunch of damage to may car. I ended up getting a full refund for the repair bill despite a no from the dealer and a number of people up the chain from MBUSA.
Tell the dealer, "unacceptiable" and if that doesn't get you where you need, ask for the area rep. If that doesn't go anywhere, ask for their boss. Until you're at the top, everyone has a boss and you'll get to the point where the person you're talking to gets paid too much to care and wants to know why the guy below him just didn't handle.
I'm speaking out of experience. I had a harmonic balancer expode and do a bunch of damage to may car. I ended up getting a full refund for the repair bill despite a no from the dealer and a number of people up the chain from MBUSA.
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MBWorld Fanatic!
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From: Central Pennsylvania
2012 S350 Bluetec 4Matic, Diamond White, P2
Try another dealer. I simply mentioned it to my dealer while having a headlight replaced. A week later they called me to say they have a full kit from MB to replace all of the wood trim. My VIN also is way outside of the VIN range. My dealership has been simply fantastic. My Bluetec is my first MB and the service I receive from my dealer has been a cut above anything I have experienced before. There is nothing like an unresponsive and ineffective dealership to ruin an ownership experience.
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Super Member
Joined: Oct 2010
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From: North Carolina
2010 E350, 2015 S550
My dealer did the same thing. Said he did not like the way the wood was fading when I had it in for the B service. Asked if he could keep it an extra day to replace all of the wood. The replacement looks great.
Newbie
Joined: Jul 2012
Posts: 1
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2011 E350
Actialy the dealer told me that the wood trim has faded. They gave me a loaner and i picked up my MB next morning. Looks & runs OK. The service rep told me this is an issue with the wood trim manufacturer. Now they get it somewhere else and the wood is covered with UV protective layer. Let's see what will happen in a year.
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W212 FL
Actialy the dealer told me that the wood trim has faded. They gave me a loaner and i picked up my MB next morning. Looks & runs OK. The service rep told me this is an issue with the wood trim manufacturer. Now they get it somewhere else and the wood is covered with UV protective layer. Let's see what will happen in a year.
Out Of Control!!
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From: Earth
Porsche Macan S SportDesign / Ex M-B's: 11 & 10 & 06 E350's, 02 S500
Can you guys with the wood problems post whether or not your vins were within the "range" that ended with early 2011 build cars? Mine is technically out of the range but now I'm a bit paranoid with some of the wood on the center console.... can't tell if it's fading properly (seems to be not fading but maybe paranoia's are getting the best of me).
Super Member
Joined: Oct 2010
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From: North Carolina
2010 E350, 2015 S550
Can you guys with the wood problems post whether or not your vins were within the "range" that ended with early 2011 build cars? Mine is technically out of the range but now I'm a bit paranoid with some of the wood on the center console.... can't tell if it's fading properly (seems to be not fading but maybe paranoia's are getting the best of me).
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From: Central Pennsylvania
2012 S350 Bluetec 4Matic, Diamond White, P2
K-A: My VIN was well outside the VIN range. I have a great dealership. No questions, no problems, just great customer service. They saw it was wrong and fixed it. Sounds simple enough. I am amazed and alarmed at how many of you get yanked around by your dealers.
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From: Chicago and NorCal
Titleist
My VIN is outside of the range. I showed my SA the faded areas and the wood was replaced, same day, no hassles and they provided a complimentary loaner. The dealer has been great.
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From: Southeastern USA
2010 E350 Luxury Sedan, Engine 272 (V6)
My VIN is within the range, but no fading. All wood trim looks exactly the same. Car is garaged about 90% of the time so that may be reason.
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Titleist
It was originally a medium dark burl, even when new, with golden undertones that seemed to be the start of the fade. It is now a much, much darker (chocalate to dark roast coffee) burl, with black grain. Not only was the faded wood replaced, I feel like I was upgraded.
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2020 G63, 2021 E450 All-Terrain Wagon
Yes, the dealer even went so far to say that the wood for the 2013's and 2012's are much, much darker on even new cars than they were for 2010's and 2011's...much, much classier
On my 2011 E350 when new, the wood was a medium brown with a couple of golden undertones. When the wood was replaced, it became so dark I can't even see all the grain in parking garages and at night
By the way, my VIN was waayyy outside the range. I have the July 2011 builds with the color display and NTG4.5, but still had wood trim fade in my car!
On my 2011 E350 when new, the wood was a medium brown with a couple of golden undertones. When the wood was replaced, it became so dark I can't even see all the grain in parking garages and at night
By the way, my VIN was waayyy outside the range. I have the July 2011 builds with the color display and NTG4.5, but still had wood trim fade in my car!
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From: Suburban Philadelphia Area
'11 350 4matic - '14 Stingray: Gone, BMW 530i, Porsche 944 Turbo, Porsche 356, Mitsubishi 3000GT
Special Thanks to Forum Members and Master Konigstiger
After reading up on this forum I noticed severe fading on my burl trim (my wife initially thought I was over-reacting, until I showed her pictures of the interior I took a year or so ago.) Its a credit to the active members and Master Konigstiger for the valued and dillegent input. My car is in the shop now having it replaced at no charge. Another case of the MBWorld Discussion Forums coming up BIG. Thanks to all!!! I hope all is well with everyone. Thanks again. It's the best forum out there. My service tech was impressed with the detailed info I brought him this morning.
All the best, BPhillyBenz
All the best, BPhillyBenz
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Joined: Jan 2011
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From: Nashville
2017 S550 Iridium / Black Nappa, 2015 GL 550 Paladium Silver
X2 - I pulled the entire list of service bulletins for my model year / serial number range with the # and descriptions for my service manager thanks to Konigstiger. He was a little blown away at the size of the list but I answered all of his questions with helpful posts from the board member "yes, I have experienced infrequent call issues" and they took care of everything except checking the cylinder walls for scoring.
Glad you are getting yours taken care of as well. Btw - they replaced the entire set and said they do ~1 per month and keep spares sets in stock! Also haven't had a single issue with my front rotors since then changed them out at 9k miles.
Safe driving to all of our members and thank you for your knowledge, participation and help to others.
Glad you are getting yours taken care of as well. Btw - they replaced the entire set and said they do ~1 per month and keep spares sets in stock! Also haven't had a single issue with my front rotors since then changed them out at 9k miles.
Safe driving to all of our members and thank you for your knowledge, participation and help to others.
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W212 FL
I appreciate your input guys 
I think Konigstiger should have a special badge under his user name as well
BPhillyBenz, you have got a pm . I don't wanna dilute this topic with my question so this is why I am pming you
I think Konigstiger should have a special badge under his user name as well
BPhillyBenz, you have got a pm . I don't wanna dilute this topic with my question so this is why I am pming you
Super Member
Joined: Jun 2010
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From: Suburban Philadelphia Area
'11 350 4matic - '14 Stingray: Gone, BMW 530i, Porsche 944 Turbo, Porsche 356, Mitsubishi 3000GT
I got my car back yesterday with the replacement wood trim. They did a great job, car looks brand new. I am very happy with it!!! Anyone who is having issues with fading trim should definitley take it to the dealer. Note: The replacement trim is the same tone as the new models in the showroom (definitley more red in the brown than the original Burl issued in 2011).
