When you click on links to various merchants on this site and make a purchase, this can result in this site earning a commission. Affiliate programs and affiliations include, but are not limited to, the eBay Partner Network.
To be clear, the repair of the AdBlue preheater is not included in the AEM. However, once the AEM is carried out, the extended warranty covers the AdBlue system. Therefore, any errors and CELs that point to emissions issues must be fixed free of charge under that warranty.
If you were to not have it fixed, come winter time when it's cold out, you will start going into limp mode with the CEL. This is why it's imperative that they fix it so that the emissions system is operating properly.
My own dealer has not yet addressed my preheater fault, which I will have to have corrected. But seeing as how they're still working on getting me back a running GLK, we'll cross that bridge when we get to it.
They said Monday at the latest, since they were "waiting on a part from Germany" ($#*%&$#, yeah right).
Picked up my GLK today after 6 days in the shop. They can keep the GLB loaner, I did not enjoy that vehicle at all.
Had a extremely subpar experience at the service center, and will never return. I dropped of the loaner and was directed to the main desk to sign paperwork, I asked if there was a SA or someone I can talk to to understand exactly what was done with the car and was asked "Why, it was a warranty service, iv never had anyone ask to speak to someone after a warranty service". Finally get a manager down and was directed to the bill to see what parts where exchanged, stating it was standard warranty/recall work. I asked about the CEL that I had come in with, and was reported that it is still on and it wasn't checked, and that I would have to pay for a diagnostic, Which i thought was bogus as i was recommended 2,500 dollars worth of work in the middle of the warranty, yet no mention of the CEL on the reccomended work. I was basically stonewalled from finding additional information until i was finally given the step by step process document and sent on my way. Any follow up work will be done at another dealership as they just lost my business. Stay away from MB of Rockville Centre in New York.
Truck drives the same, no perceived change in shifting, will see how it does over time.
I hate to say it but that's typical of the service experience you'll get from most MB dealers. Unless you're a "great customer" which means you've bought multiple MBs over the years from one place and had all your work done by them (ie, thousands of dollars over time), they will likely treat you as a nuisance at best and downright rude at worst.
At least the SA that I'm dealing with is seemingly interested in solving the problem post-AEM (the underboost issue) for me, and I haven't yet asked about the other lingering issue (AdBlue preheater) yet until this one is fixed.
OK here's the update and verdict on the situation. I brought in my computer and paperwork, showed them the section about the extended warranty for emission parts and how each listed part or SYSTEM is covered under warranty. I emphasized and pointed out how the DEF pump is one of those systems (one that contains the preheater, level sensor, and pump itself) Took the part number they suggested for repair (204-471-05-75) and compared it to the schematics of the AdBlue system to which the picture of the AdBlue pump had the same part number and really plainly suggested it is one of the same, pictured is obviously the pump, with the same part number, and simply because the wording is different (repair kit) doesn't mean it is not the pump... The SA just looked at it all and said, "there's nothing more we can do it's not warrantied, you can speak to the manager"....
I put on the same show for the manager, and he made a 5 minute phone call. He came back and said the reason they were not covering the part was because that part is not under the extended warranty until the AEM takes place, to which they had not submitted my AEM paperwork yet and therefor the system will not warranty the part. They finally took my vehicle back in (3rd time now) to do this repair.
So it all boils down to what the system kicks back to them once a diagnostic is done, since the system was not made aware of my AEM, it would not warranty the part.
It's unfortunate that they aren't able to use discretion or listen to reason, even when it's glaringly obvious and sitting in front of them. We are all at the mercy of their computer program, despite its flaws.
We are all at the mercy of their computer program, despite its flaws.
Perhaps, but let's remember that these "factory trained techs" are most likely one step above the monkeys with wrenches you typically find at the many Iffy Lubes.
Seems like the system should've been updated the same day you had the AEM done. It stands to reason that if any part of the emissions system is defective, it compromises the entire thing and should be covered by default.
I also like what I found on the site @bugelrex kindly linked:
Always act with the principles of Customer Experience in mind.
VW stated it differently and more clearly: "All disputes are to be resolved in favor of the customer."
Glad you got them to bring it in for the work free of charge. Let us know how it turns out. Still waiting on mine to get properly fixed.
OK here's the update and verdict on the situation. I brought in my computer and paperwork, showed them the section about the extended warranty for emission parts and how each listed part or SYSTEM is covered under warranty. I emphasized and pointed out how the DEF pump is one of those systems (one that contains the preheater, level sensor, and pump itself) Took the part number they suggested for repair (204-471-05-75) and compared it to the schematics of the AdBlue system to which the picture of the AdBlue pump had the same part number and really plainly suggested it is one of the same, pictured is obviously the pump, with the same part number, and simply because the wording is different (repair kit) doesn't mean it is not the pump... The SA just looked at it all and said, "there's nothing more we can do it's not warrantied, you can speak to the manager"....
I put on the same show for the manager, and he made a 5 minute phone call. He came back and said the reason they were not covering the part was because that part is not under the extended warranty until the AEM takes place, to which they had not submitted my AEM paperwork yet and therefor the system will not warranty the part. They finally took my vehicle back in (3rd time now) to do this repair.
So it all boils down to what the system kicks back to them once a diagnostic is done, since the system was not made aware of my AEM, it would not warranty the part.
It's unfortunate that they aren't able to use discretion or listen to reason, even when it's glaringly obvious and sitting in front of them. We are all at the mercy of their computer program, despite its flaws.
From what I gather after reading some documentation, your dealer should be diagnosing the CEL and replacing the DEF pump if that is what the CEL diagnosis leads to. Then the AEM is to be performed.
Initial Short Test to check for CEL ON/OFF: Pre-existing issues (CEL ON) may be addressed at the time of AEM install if the components diagnosed are part of the AEM or extended warranty. For all other components, please provide a customer a repair estimate and document if the customer approves/declines the additional repair(s). It is essential the AEM is installed regardless if the customer approved/declines additional repairs to address a pre-existing issue. A list of applicable extended warranty parts is available in Xentry for the technician to refer to
Update: The stealership finally got my car "done." They got a new part installed (wastegate controller) and told me all is well, come pick it up. I asked them have they test driven it out on the roads to make sure it makes the requested boost, they said sure thing, they've driven it around and it's all good.
Anxious, I drove up there close to closing time and picked it up. Literally no sooner than I pulled out of the drive, the CEL came on!! GRRRR!!! I can't express the level of frustration, having picked up the thing 3 times now and still not properly fixed. In the back of my mind, knowing the underboost code is MOST LIKELY related to a split in the intercooler boost hose(s), I decided to drive it home. Monkey Shoulder helped ease my pain.
This morning, I put it up on ramps, take off bellypan and what was staring me in the face?? Not one, but TWO tears in the driver's side boost hose
Here's another view:
So, I patched it up with several rounds of tape so it'll hold until I get the new one delivered. Took it out for a drive and all my power is back, no CEL, and all is finally well. Diagnosis took all of 30 minutes. I feel like calling the stealership and yelling for several long minutes, but I'm sure that won't be productive. In the end, I know how to fix it and the AEM has been completed. Now to get my monies.
Question for the group: how should I deal with the stealership? How would you make them feel about misdiagnosing and getting it wrong 3 times in a row? Keep in mind, this place is 50 minutes from my house and I made 3 separate drives up and down. I'm just at a loss for words to express what I truly think of them, knowing it won't help my relationship with them in the future if I ever need warranty work post-AEM.
What would you do?
Last edited by andreigbs; Apr 28, 2021 at 02:23 PM.
I'm just at a loss for words to express what I truly think of them, knowing it won't help my relationship with them in the future if I ever need warranty work post-AEM.
What would you do?
My first questions would be 1) How far away is the next-closest dealership? 2) Do you really want to hand over any future warranty work to The Keystone Cops and re-live the experience?
From your description, it seems that these guys are beyond redemption so any course of action on your part (MBNA, the franchise GM/owner etc) probably won't improve things. Multiple visits to the closest dealer vs a single visit (hopefully) to a dealer further away? Personally I would choose another dealer.
The next closest dealer is about the same distance away, but across the border in Illinois, and there is another one a bit farther away in my home state. I do have options, so that part is OK. This particular dealer (Int'l Autos Milwaukee) has worked on both of my diesels as part of recall campaigns, which were trouble-free. This time, however, I was not pleased. Their troubleshooting/diagnostic skills are lacking, particularly if the computer doesn't specifically tell them to check something.
I did just check the mbusa site to make sure my extended warranty is now active, so I can go to any authorized MB dealer in the future if I need to. I guess the only thing left to figure out is how to let this dealer know they dropped the ball. I'm past the frustration now, two days later and with my part on its way. It'll be an easy fix that should last for some time; hopefully won't need to see the inside of a MB stealership soon.
I think I would ask myself what would help improve the dealership experience for the next person, if not yourself. Granted, you have a very valid complaint, but contacting them and just giving them a piece of your mind may make you feel better, but may not be productive in the end. Anyone would want it to be productive, wouldn't they? You had 2 good experiences prior to this, but those didn't really involve diagnostic skills so much as just a recall and standardized steps. The only thing that could have changed this experience would have been a savvy diesel or other technician. Too bad you couldn't talk to the technician(s) directly, to kindly educate them so maybe the next customer with the same issue walks away happy they got it right the first time. I know, it shouldn't be our job to train them, but feedback is one of the strongest forms of customer service improvement. Short of that, a calm, reasonable discussion with the service manager, with your experience and findings may help you feel better, and may trickle down to the technicians. I say calm, because an angry rant would probably just get you labeled as a difficult customer and go no further. The other ways to give feedback would be answering a follow-up survey. And of course, social media is the thing now, they hate seeing bad reviews on the web. If it were me, whether I ever would go back there or not, I would probably call and ask to speak to the service manager, to hopefully have a constructive conversation. If it doesn't do anything to help them, at least it'll probably help you move on knowing you at least tried to help.
Update: New hose was delivered the other day, swapped out the patched up one and bolted belly pans on, all in 30 minutes or less. Problem is now fixed.
I appreciate your thoughts, ended up giving the service manager a call and explaining the issue in brief highlights. They thanked me for educating them but somehow I don't think it'll filter down to the individual techs who will no doubt continue to work as they've always done. I have little hope that I'm helping anyone really, but at least I tried.
I'm just glad to have the car back, fixed, warrantied for the next 4yrs/48k miles. I may try one of the other 2 dealers the next time I need service that I can't complete myself. Otherwise, I'll continue working on my own car as much as possible. It will soon be time for a new filter pack (air, fuel, cabin) and an oil change.
You never know, they may make note of your information and pass it on..... after their bruised ego heals a little - if not, then bad on them. At least you did what you could to be helpful, well beyond what most would have done. With your experience and knowledge they should have invited you in to do a day seminar for the techs or something!
Scheduled to bring mine in next week; I've dealt with the MB dealer near me for several years, for my wife's sedans, and we've had our challenges with them, their customer service has always seemed so *@#cked up, disorganized, they can't keep what car we have or our phone numbers straight in their system. Took me 2 days of persistent calling just to get to the scheduler to book the appt. Only real issue had with them was when they did the timing chain guide recall on our c300 years ago - the guide cover leaked just over a year after they resealed it. Complained and fought with them over the repair, ('warranty only for 1 year on repairs') and they finally offered us a free Service A for the trouble...just to make us go away. I think since then it feels like we've been flagged as a big gnat in their system. Really miss the BMW customer service when I had my X3s, was first rate from start to finish and followup. (and oddly under the same ownership as the MB dealer).
We'll see how it goes -
Hey everyone,
First time posting. I have been lurking on these pages for years. Anyways, I just want to chime in and tell you about my experience with this recall/update. A few months ago I was washing my e250 (yes I know this is a glk250 thread...I have one of those too) and realized some oil pooling up around my injectors. Took it to my local Mercedes Dealership (Charles Barker Mercedes Virginia Beach) to get this oil problem fixed and yes my car has a CPO warranty on it. Two months later I get my vehicle back and they took it upon themselves to do the update. I did not authorize the update nor wanted it. They didn't ask me or anything just did it and gave me my car back. I asked to speak with service manager and yeah of course he wasn't around. So I left and I can tell you this....I used to get mid 40s mpg and now I'm barely getting 33mpg and the vehicle seems sluggish. Called up and they said if they didn't throw the parts away they will put it back but if they did I'm basically SOL. This is just unacceptable bc they took it upon themselves to do work that I didn't want done. The whole reason I bought this e250 is for the mpg and no I'm better off driving the glk250 or even my sprinter. Just wanted to let y'all know in case u go in there for work they are going to do the recall/update regardless. My next step is contacting a lawyer and going from there.
Is this what's known as the "Black Death" scenario? If so, I had the same issue. They may have replaced one (or more) fuel injectors without telling you. I would review your paperwork that should say what all they did.
If they replaced fuel injectors, that could be a reason why you're not getting the same fuel mileage as before. Of course, on top of that they will also have changed the software and replaced exhaust parts, which all combine to contribute to the FE issue.
Others have reported a slight increase in FE post-fix, so it varies.
Definitely check your paperwork and see if they replaced any injectors.
No sir it isn't the Black Death scenario. Im all to familiar with that with my sprinter and I keep an eye on it. This was on my e250 and no they didn't change any injectors they diagnosed the leak as a "upper oil pan gasket" leak. The replaced the pan and gasket then they went ahead and did the update. Give me a second and ill post what they did ....
Hey everyone,
First time posting. I have been lurking on these pages for years. Anyways, I just want to chime in and tell you about my experience with this recall/update. A few months ago I was washing my e250 (yes I know this is a glk250 thread...I have one of those too) and realized some oil pooling up around my injectors. Took it to my local Mercedes Dealership (Charles Barker Mercedes Virginia Beach) to get this oil problem fixed and yes my car has a CPO warranty on it. Two months later I get my vehicle back and they took it upon themselves to do the update. I did not authorize the update nor wanted it. They didn't ask me or anything just did it and gave me my car back. I asked to speak with service manager and yeah of course he wasn't around. So I left and I can tell you this....I used to get mid 40s mpg and now I'm barely getting 33mpg and the vehicle seems sluggish. Called up and they said if they didn't throw the parts away they will put it back but if they did I'm basically SOL. This is just unacceptable bc they took it upon themselves to do work that I didn't want done. The whole reason I bought this e250 is for the mpg and no I'm better off driving the glk250 or even my sprinter. Just wanted to let y'all know in case u go in there for work they are going to do the recall/update regardless. My next step is contacting a lawyer and going from there.
-LessLine99
It could be that MB dealers are required to do all recall work whenever a recalled vehicle is in their shop. I read MB dealers have to inspect all tires regardless of work performed, because of a previous incident/lawsuit. I suspect that after 2022, Bluetec vehicles that have not had the recall work done will not be able to be serviced at a dealer until the recall work is done, and potentially will not be able to be retitled/reregistered for road use. Some states don't care if vehicles are EPA emissions compliant, Bluetecs in those states can probably drive on.
They did a ton of work, just to fix that oil leak. The removal of the engine out of the car and disconnecting from the transmission in labor alone would be in the multiple thousands. That’s before any new parts are added.
Be glad warranty covered it.
As for the emissions recall, I believe they performed it because sooner or later you’d have to get it done. As the previous poster said, it would soon not be registerable or serviceable unless the recall is completed.
If it helps, you can now submit your paperwork to be reimbursed up to $3500 or so. In addition, you now have a huge extended warranty that covers the entire powertrain for years to come.
I would document your fuel mileage on paper and if it exceeds a 6% difference than before, I believe there is additional restitution or other legal remedy allowed. Read the Bluetec settlement papers carefully to find it, as MB says there should be no discernible difference.
Had our AEM completed yesterday and all forms are now filled out to drop in the mail on Monday. Don't forget to check the three boxes if the dealer did not provided you with a loaner. You get an additional $35 for transportation costs on top of the $300 from BOSCH and the $3695 from Mercedes. The dealer even replaced the AD Blue heater set-up, post AEM warranty thus no charge, saving us $800 in parts and about $500 in labor. Still didn't give me a loaner but whatever...
My AEM was completed on Tuesday, had dropped it off on previous Friday. Service was shockingly better, they must be taking notes from their sister BMW dealership or on something... leaving me nothing to complain about. I did not have any CELs when brought in, so just the small list of replacement parts done. When the valet person brought my GLK over to me in the parking lot, I thought I heard a strange clicking noise that slowed down as he came to a stop. Not the usual diesel clatter.... While driving it home I didn't notice it as I was inside the car, and didn't hear anything unusual pulling into my garage.. It might be in my head, but I'm thinking it does seem a little louder than before bringing it in...especially the first couple miles during warm up. Not sure, maybe having the 2021 GLB for 4 days threw my hearing sensors off.
No noticeable differences in power or shifting. Just did a routine out of state trip, and returned the exact same mileage over 120 miles, hilly highway terrain - 34.5 mpg.
Last edited by arocarty; May 23, 2021 at 09:16 AM.
Mercedes SLR McLaren 722 S Is Extremely Rare Example Modified by McLaren
Slideshow: A one-of-one U.S.-spec Mercedes-Benz SLR McLaren Roadster became even rarer after a factory-backed transformation at McLaren's headquarters.
