I have owned a 2018 E400 wagon since new in October 2017. I suddenly started experiencing a severe stuttering/hesitation in September 2018 at around 23,000 miles. Brought vehicle to Mercedes Silver Spring, they were unable to duplicate concern, they performed an adaptation and sent me on my way. The problem persisted but generally the cooler weather kept the problem at bay. Once spring came and the weather warmed up the problem came back even worse then before. Brought vehicle back to dealership in May, again unable to duplicate, performed torque converter adaptation. Picked up vehicle and was better for about 200 miles and problem returned. Brought back to dealership in June, I do not know if the problem was duplicated but they did replace the transmission valve body. Vehicle drove fine again for about 200 miles. At this point the car has been in the shop for a total of 37 days and 3 dealer visits. I call MBUSA to open a ticket. They tell me to drop vehicle back off at dealer and a ticket will be opened. Brought back for the 4th time, this time I had the lead tech drive the vehicle with me in it. He immediately felt the problem and said he had been feeling it the entire time since he was the lead tech in charge of my vehicle. He said the shop foreman was refusing to acknowledge the problem. Lead tech felt like it was probably a bad torque converter. Service advisor calls and tells me car is ready. I ask what was done, he said the foreman and MBUSA tech were unable to duplicate problem and that nothing was found to be wrong. So the only thing done was an adaptation reset. He said he could not believe that they weren't doing anything more about it. So I pick it up and sure enough within 200 miles the problem is back. So vehicle has been in shop for 53 days total. I call and leave a message with the rep I have been dealing with at MBUSA the day I picked the car up expressing my frustration. A week passes and no call back. I call MBUSA today and speak with a manager. He explains that nothing more can be done since the MBUSA tech found nothing wrong. I asked if someone from MBUSA drove the vehicle, he said he didn't know, I asked if someone from MBUSA could come and drive the vehicle, he said no. No matter what I said, he kept going to the corporate line of, because the MBUSA tech found nothing wrong there was nothing more to do, case closed. I asked if it could be escalated further, no...... So now I am left with a vehicle that is frankly unsafe to drive, that the lead tech felt had a major problem, and I might not be able to sell at market value. I am at a loss and for sure will never buy a Mercedes again which sucks because we really loved this car before this problem started.

 

I am surprised that you are not receiving better service because my experience with my dealer has always been excellent. Indeed, they often go the extra mile for me. Alas, that has not been the case for you.

The key is to complain about the issue, get the service manager to acknowledge it and write it down. They have done so. At this time, you should probably pursue the lemon laws in your state. It seems like you have well made the necessary effort and had the car in shop the minimum amount of time. So, why bother? Just replace it.

 

I had thought about the Lemon Law but for Maryland it is 18,000 miles or less. I first started having the problem around 22,000 miles, so I think that disqualifies me.

 

Ask for a buy back if you havent tried yet.

 

I asked that but again the manager I spoke with at MBUSA was dismissive and just kept saying it was all they could do because the MBUSA tech said they found no issue. Completely ignoring the fact that the dealership lead tech acknowledged there was a problem.

 

try another MB dealer and explain what is happening up front and that you just want car fixed a good dealer who you ca ntake your business to.

 

Hello Applesauce683......It is simply amazing that we can spend so much money on a product and that the company that manufactures it won't go out of their way to assist their customer. I too went through this poor customer service with our 2018 E class windshield. No windshield from Mercedes for two months, no loaner car, not even an apology from Mercedes. The most I got from Mercedes was "I understand your frustration". I filed a complaint with NHTSA as it too was a safety issue, and filed a report with Consumer Reports. Did it do any good.....no. We learned that Mercedes does not understand customer service. This was our first, and last Mercedes. I hope your outcome is better than ours was. Nice car, very poor company.

 

I'll have to agree, here. I "fired" my selling dealer after they could hear a noise, but in 5 weeks, could not fix it. I drove to the next nearest dealer. I stopped in during the day and asked to meet with the service manager. I politely explained my problem to him and explained that if his service department met my approval, I would transfer all service of both of our MB's to his shop. He not only spent an hour answering all of my questions, but he took me on a tour of the shop, introduced me to the lead tech who would work on my cars and to the service advisor who would take care of us. It has now been nearly a year, with several normal maintenance visits, and this second dealer has re-invigorated my satisfaction with MB service.

I hope you can find another dealer that will take such good care of you and your car. It may be that MB corporate is not very helpful, but when a dealer wants to go that extra mile for a customer, they usually help the dealer to do so.

 

Maybe your putting bad gas in the car Too much ethanolor something. Are you using premium and what kind of gas and where do you live?

 

I thought the same thing but it isn't that. I mainly use Costco 93 which is a top tier fuel. I use it in all my vehicles, including a 2016 M3. Never any problems. I have tried different brands, always the same issue with the car. I live in Maryland. It feels like the torque converter clutches are slipping or not engaging properly or misfires from the engine, but if it was misfires it would be pretty easily diagnosed with an engine reading. Also might be the TCU because resetting adaptations fixes the problem for a few hundred miles but then it comes right back.

 

Have you put it in sport or sport plus mode when it does this does that help. Sounds reasonable that it might be the tcu. You’d think you’d be getting a check engine light though and then they would have fault codes to follow up on.

 

Mainly happens in comfort and eco, sometimes in sport. I don't really drive in sport+ at all. Yeah, I would think some kind of fault code would be stored. I am sure that is why MB is refusing to do anything because there are no codes. But it is obvious by driving the car that something is wrong.

 

Hi Applesauce,

does it feel like the car momentarily loses power, then comes back with a jolt? and when i say momentarily, i mean less than a second..?

Our 2018 E220D does this, but only in sport+ mode, and usually only when im giving it substantial throttle. Its not traction control, it just feels like (and yes i know its a diesel and doesn thave spark plugs) spark cutout in a gas engine. Mines happenned twice now in the last 2 weeks, but is very hard to replicate.. im unsure what it is, cars always got plenty of fuel in it, has only 11000 klms on it, so not even run in.. Very odd. im going to put a dashcam in it, and hope it materialises when i am recording at some stage..

cheers

Meeso

 

It is like a pulsating sensation, when you slowly roll onto the gas and keep your foot steady on the gas (not moving it), it will be a very rough, pulsating sensation of power delivery. It is a weird situation, mainly in comfort mode, low rpms. It could be so many different things. I have a meeting with the service manager at the dealership on Monday. But I highly doubt anything will come from it.