Originally Posted by Utopia Texas

Why in the world would MB not want their customers to have the latest software updates possible? The EV competition is getting fierce so would not customer satisfaction be a top priority? I just do not understand….

Originally Posted by W205C43PFL

I guess sometimes new versions introduces bugs although usually brings fixes to previous bugs that were patched when identified.

Originally Posted by EQGeo

in theory every revision was done as an improvement…guess “the best or nothing” is just for advertising

Originally Posted by Newbyloub

Anyone who has an iPhone knows about fixes on older software...

I have never written a line of code, but it's plain that doing so isn't the easiest thing to do, with all the combinations, permutations, and branches, that there's always a chance for an unexpected misstep.

Originally Posted by EQGeo

in theory every revision was done as an improvement…guess “the best or nothing” is just for advertising

Originally Posted by EQGeo

I bought my EQS 450+ back in April '22, and over the last year I've had 3 "glitches" where either the car went inexplicably in turtle mode or wouldn't start. All corrected themselves after a reset or just leaving it alone for a couple hours. I've worked in IT for 25 years, pretty obviously to me that it's computer related. Shouldn't happen with a $100K+ car, but 3 times in about 14 months spread out pretty evenly, I figured there would be some software update that would come out and fix it. Only to find out later than unlike my Tesla for the previous 5 years, Mercedes is either unable or unwilling to update their main software at my convenience and requires me to bring into into their service center.

OK so fast forward to last month, hit my 20K "maintenance update", so I scheduled the appointment and when I did I made sure they had it listed that I needed a software update (I was still on release candidate software from what I could tell). Thankfully I took screenshots each time, and they could see the error code history in their systems so there wasn't much debate on the software needing to be updated. I was first in the bay for a 7am appointment, and at 10:30 they tell me they're going to need to come back as there was a problem with the Mercedes servers and the update kept timing out. So 4.5 hours spent (it's 30 minutes each way) to essentially get my washer fluid topped off. They rescheduled me a month later to bring it back in for the update.

I got the link to review and I left an honest review...not happy with my time wasted and the apparent lack of EV knowledge still at the dealership. Wow that got their attention, I received no less than 3 texts from the service advisor saying how the bad review only affected her and would I consider changing it? I told her I thought she was personally very nice, but my experience with the center was subpar and when my issue was resolved I'd be happy to write a more positive one. Then I get a call later from her manager asking what she can do to "make it right" and convince me to give a better follow up review. I told her if they could update my car soon than one month from now, that would just about do it. She agreed, they actually had a valet drop off a replacement car and took mine in. Now we're nearing two weeks since, and nothing...I reach out last Wednesday (1 week in), I could tell the car hadn't been touched since the first day in from my MercedesME notifications, and she admitted it hadn't been touched yet, that the loaner process delays things a bit, and they only have a few technicians who work on EV's...

Is the technology really that bad on Mercedes than in 2 weeks they can't run what is in essence an iPhone update? Or is my service center that incompetent? Or...do I have unrealistic expectations?

Originally Posted by nath_h

I read your post with interest, because I've had similar experiences at my dealer. I have one dealer option in town, and going to a neighboring state is not really practical for me. My experience regards an older MB that I have, which has spent an enormous amount of time sitting at the dealer. My last visit lasted seven months, for maybe four days in the actual service bay. The two times before that, I left the dealer after long stays only to find the issues I took the car in for in the first place were not fixed. I go weeks without updates. The last multi month stay, I just let time go by, just to see what would happen. Well, seven months happened. Details are missed. Problems not addressed. Wrong billing. Email response rate of maybe 30%. The last two times I've asked for a loaner car--no car, no response, no explanation. I'm incredulous how it could be so bad, for a high end car line. I know others in town have had much better experiences, but this is my lived experience.

With that said, I switched service advisors last time, and got in and out in ten days--huge improvement. One no response email, and one no response update, but much better overall. So maybe things will be better going forward, I hope. Anyway, I see this as a larger problem--getting anything done regarding customer service seems difficult these days. So many places are short staffed, with the remaining staffers having been in the job about ten minutes. I wish I had a family owned dealer, as on site ownership seems to make a difference in terms of quality. Our cars are difficult and complex. My old MB is old, difficult, and complex. But, dealers could make everyone's lives so much easier with good communication and attention to detail.

I often wonder why I do this to myself. I love my cars when working, but the amount of grief between my Jaguar I Pace and old MB is impressive. So far, the EQS has been perfect, but I know I'm asking for trouble long term. At what point do I give up and buy a Lexus?

Originally Posted by AppleFan1

If you like old/out of date technology, buy a Lexus. I speak from experience. I owned a 2004 and 2008 LS and they were great. However, they didn’t keep up with the times and in 2014 I bought my first S Class and my second in 2019. I have not considered a Lexus since the 2008 LS. Now, I graduated to the 2022 EQS580 and I absolutely love it. My wife meanwhile drives a 2021 RX500h. She’s not crazy like me about technology. When I drive her car I feel like I’m really going back in time. Lexus has lost it by 2010 or so.