Allow me to air my frustration. I own a 2023 EQE SUV for just less than a year (yes it wasn't selling from the dealer lot)... Normal driving. Just had its first factory svc 2 months ago (had a malfunction RR door handle which they reprogrammed it and now back to normal). Since after the svc, the AC has been acting up w/ Intermittent NO COLD AIR. Texted my service advisor, totally 'read and no response'! texted again after a month, same! The authorized (the only) MB dealership in Hong Kong (Zung Fu). Never EVER expect service quality that bad. Last service was terrible as just the minor (first) service and a reprogram took almost 3 full days w/ the first 2 days 'not touched' and on 3rd day I called the advisor and told him I will get my car back whether the svc was done or not (and so my vehicle was magicalled 'unlocked' and svced that morning). I told him at time of drop off / appointment that I needed the car, it's just a minor svc and a minor concern, if the technician wasn't able to work on the vehicle that day (the day of the appt), I would rather take the car back and have him call me when the tech is ready and I will drop it off w/in 30min. He said 'no' and said that they will get to it asap. But of course that 'asap' was on the 3rd day after ME kept asking for 'status update' for the past 2 days (because I knew they did not even started working on my car and that they BS me!). Not to mention the 'survey' which i was supposed to receive went elsewhere (or did not receive) - so he can likely keep his 'high CSI' and get his 'commission / bonuses'?? !

Back to the no AC issue...started out intermittent, texted the advisor, no response...specifically asked him how we can handle it as it was intermittent and not sure if there's any code (current / history) stored. and I didn't want to drop off the car and get it back with 'cannot replicate symptom'. Just being upfront and want to work on logistics, fair and square! yet no response. The intermittent not ac issue became more frequent (and now completely totally never work) and we swung over the Zung Fu Mercedes Dealership asking to talk to the Manager of the svc dept. Of course he wasn't there (It was after 930am). So ended up spoke to the 2nd guy (assistant mgr). He said he would address the 'no response' issue w/ the advisor... He also called a tech to hook up the factory scanner and see if there's anything... the tech came back and said there was a history code (yes the AC magically worked that morning when we went to the dealer) and pointed to a failed Expansion Valve. No open RO was created but the Assistant Mgr said he'll order the part for me, when the part arrives we will then bring the car back and STRESSED that it is expected to stay at the dealership for about 3 days! I mean why will it take so long to replace / repair the AC system? R&R a tranny or engine will take a few hrs...maybe 6-8hrs...replacing timing chain may take 6-9...plus dealer isn't going to pay the tech 3 days to replace one item and recheck / diag. The tech / warranty likely authorized 2hrs diag, then maybe, depending on the type of job, give 2-3hrs to replace the expansion valve w/ recheck, but defintely NOT 3 days! But anyways.. I was then told the part was NOT in stock and will take about 1 month to arrive!!! WTH dude! 1 month for a part from Mercedes??? I asked him for the fail part # but he refused to provide! WHY? I asked for a loaner car as I seriously need the vehicle to take care of family (old and young)! cannot drive in scorching heat (average 33-35 celcius), stuck in traffic, even w/ all windows down the heat inside the cabin still unbearable... plus heavy rain and even typhoon I just cannot drive w/ windows up!!!! Why can't they provide better (or BASIC) customer service? GREED? PROFIT???? Even Honda would provide rental car for customers when things like this happen... I will likely contact HQ (Germany) to esculate the issue and frustration? Any thoughts?

 

Probably none of us here in the forum have had experience with dealers in Hong Kong, but what you are describing is not unusual in the US. We all want a fast and efficient experience, but it just doesn't always happen due a combination of a long que of cars booked in before you, possible human error (my former SA once let me car sit for months before it was worked on), part shortages/backorders, and shipping time. It is an imperfect system, and getting harder as there is a shortage of mechanics, supply chain problems are likely not to get better, and people are keeping their cars longer than ever meaning they'll need more and more complicated service. As for your AC, one EQS user on this forum had a compressor meltdown in dramatic fashion...you might want to look up that thread and mention it to your service advisor as a possible area of concern.

 

One hong kong forum member I remember that talked about the experience but was not an EQ vehicle and for a whole different issue.https://mbworld.org/forums/w213-amg/...cabriolet.html

 

Some people lemon their cars due to parts delays on new models. I got an incredible deal on a lemon a few years ago for exactly this reason. Car was perfect. Took too long to repair due to parts delay and the owner lemoned it.

 

Congrats, those are the lemons worth having for lemon juice: ) Not all lemons are created equal, you got some fine lemon.

 

Yes it was a $200k Porsche for $120k one year old with about 4000 miles on the clock. I was pretty pleased with the deal. Later sold it for more than I paid.

 

 

Well, I consider those who could lemon their cars to be either lucky or blessed, depending upon one's perspective. Replacement of a rear motor in my EQB300 took a month with 3 weeks to get part from German and a week to install. And my lemon law layer said MB still found a way to reject the claim.

And whoever would have bought my lemon would not fared so well. Multiple recurring sensor issues.

 

Here's an update for the issue I have been having in my EQE SUV. RE: Intermittent AC became 100% no AC. Stopped by the dealership second time as driving in 34+ celsius temp under the sun is just NOT happening. Asked to talk to 'the boss' and demanded that we need a courtesy car. Kept our cool, not yelling but explaining calmly our frustration and expect superior service from MB. Finally was able to get a courtesy vehicle...yes it was a much smaller ICE vehicle but at least it has a working AC! Left vehicle at the dealership for just shy of 2 weeks and DONE! They fixed the AC issue and also the squeaks / rattle on the dash (much better than before - yet not 100% solid like my old MY00 E-class, but alot better than before). Cannot be happier.

 

What all was replaced? Glad you're back up and running!