GregW / Oregon

I wish I had a better answer for you. I assume you have escalated from the basic MBUSA Customer Service to an Executive Referral Manager at the Customer Assistance Center (though they are really not much use)? I emailed the vice-president for Customer Services (Christian Treibert, christian.treiber@mbusa.com), which I don't know if it helped but made me feel good. My dealer contacted the Regional Distribution Liaison. In the end I think it was some behind-the-scenes assistance from another dealer on the forum that got mine off the dime.

I think they care as far as it affects the bottom line. Unfortunately they don’t realize how their image is being tarnished in the eyes of their loyal customers. I had one of the first MLs in the US in 1997 and have had the first of every generation since. Next time I may not automatically go there. Really poor customer service from MBUSA.

GregW / Oregon

I just posted this to MBUSA’s Instagram on the GLS. Excuse the typos from my handheld. If they get a rash of bad press on social media that would be the best leverage, so post up!

tery

I try everything from contacting GM, Twitter, Facebook MB Canada. They all push the problem to dealer. My dealer actually told me the problem with factory, but MB Canada will not admit any problem with the factory when I ask them.

bigpern23

I’ve been doing this on FB whenever a GLE ad comes across my feed. They refer me to customer care, which then referred me to the dealer.

I’ll try the email you posted. Thanks.

bad habit

It's a closed loop at this point. Dealers say "Call MB" and MB says "Call you Dealer". I am inclined to believe its all MBs fault though.
Still, I can't understand why some are getting deliveries after 3-4 months, while others, including myself don't even have an allocation yet 2 months in.
It seems completely random how they pull and the total lack of information and explanation by MB USA is just incomprehensible for a company of this size.

Philamg

Not sure if it has any relevance to you in the US but I was told that the issue with 450 orders in europe is due to the new emissions regulations that came in towards the end of last year. I was told that I will be getting my car because it was ordered for the dealer principal before the regulations came in, probably rubbish but that's what I was told.

Sharon Bishop

I'm beginning to agree with the 'fools' theory. I've been on order for 7 1/2 months, and no vehicle to show for it. Talked to everyone, even emailed all the people with addresses that I could find. Nada! This treatment with an order pending of over 96k. Guess they don't care .......

Betsyg825

Glad to hear one loaded come out. My dealer thought maybe it was the distronics as they have not received one with the driver assist package. I just want to know what the issue is. Maybe I could revise my build!! So frustrating.

Betsyg825

I don’t understand this, and really do not understand delay. No specific updates since beginning of June. Any thoughts?[img]blob:https://mbworld.org/d48b8610-7c46-430e-a7ec-1daf31156afc[/img]

Betsyg825

Can anyone translate? I thought B5 was when it is done.

Philamg

Mine was delivered to dealer last week and I collect Tuesday with all extras available for UK market, includes distronic.

Betsyg825

Very glad to hear! Enjoy!

Ron.s

I’m guessing a little but it looks like yours was one of the 30,000 that were built and then put in storage waiting for.a fix. Returned to the factory for the fix. Now it looks like it is back at the VPC and might be ready for shipping. Your dealer might have some good news for you soon!

Looking at the dates something is still wrong unless they are fixing something in mass numbers. It’s been back at the VPC too long, might be on a holding lot still.

Betsyg825

Many thanks! The dealer (as recent as last week) says no change, returned to VCP. It is infuriating! I worry this will just be a huge problem vehicle once received! I have lost all faith in MBUSA for the lack of substantive communication.

bad habit

Hey @fabbrisd1 have there been any official updates to dealers from MBUSA?
Last communication you posted was from nearly two months ago, how are they keeping dealers in the dark like this?

tery

I guess he is not allowed to say anything also, while MB is treating this like there was never been a problem, dealer and sales is equally frustrated as the customers

GregW / Oregon

Send him a PM.

fabbrisd1

The # of units coming out of Vance continues to creep up week-by-week - mostly GLE350's - GLE450's are still quite limited (a shame because the 450 is one hell of a rig - really), .. which in turn is leading to increased delivery to dealers primarily on 350's....

However - on existing customer orders- the Big Glitch is still there - meaning on individual customer orders - dealer's have to watch updates in Netstar on that unit - and wait for the order to show completed/VPC/shipped .

To me from what I think I see - "old orders" that have been built/missing-something - so not transferred to VPC - or released to VPC then pulled back - those ordered seem harder to get completed than a more recent order that seems to have gone thru the full process and shipped without that much off-process delay.

To me - it becomes more possible each following week on 350's - that a "similar" GLE350 to the one someone has been waiting for has been produced/shipped.... GLE450's are still quite tight...

venkyszone

Ordered my Car on March 15 and the car arrived on June 15th. Car has everything except E-ABC. Unlike a lot of people on this forum I did not have to wait for any major delays. Just wanted to say the 450 rides like a beast. And the driver assistance and distronic work great. Just hang in there guys the Car is definitely worth the wait.

Nico49_75

Hello fabbrisd1, thanks for sharing your information. Do you have an idea of how it goes for diesel versions? Mine is stucked for 3 additional months!

Nico49_75

Yes, that's very probably rubbish since, according to press articles, WLTP is supposed to enter into force on January 1st 2020 (at least in France).

bad habit

You win gold medal in patience. I wouldn't have had the resolve to wait that long. Six months would be my absolute maximum.

Philamg

Not quite , they were mandatory from September 1st 2018 but won't be published until April 1st 2020:

"Meanwhile, WLTP has been under discussion since 2008, with plans to finalise its regulation by 2018 and launch it by 2023. Then the Dieselgate scandal happened and the European Commission decided to accelerate the process, which gave car makers just 13 months to overhaul their models and complete all testing. WLTP became mandatory from 1 September 2018 for measuring CO2 emissions and fuel economy on all new cars in the EU. Confusingly, in the UK, labelling regulations meant that WLTP fuel economy values were introduced from 1 January 2019, but CO2 figures are not due to be disclosed until 1 April 2020 to tally with changes in taxation. So while all cars will have a WLTP CO2 figure, in many cases it has yet to be publicised. .

Sharon Bishop

Just got word today.. car is produced. Now waiting on delivery!

GregW / Oregon

Yay!!! I know you were at the end of your rope. MBUSA could reduce anxiety by divulging just a little more information. 🥂