3rd time I've had to take my 2019 C43 to the dealer for minor stuff since purchased last September. Always seems there is some minor issue that becomes a problem.

Last time they decided the rattle was due to the instrument cluster (which I told them it was in the steering column). They decided to just replace it on their own, except they then ordered the wrong cluster, installed it, then proceeded to install the software for an E450 Wagon. Never thought I'd see an "All-Terrain" drive mode option on a C43! How is it even possible for that to happen? Service rep told me it was their lead tech as well...

Issue has been fixed (I'm told). Now when attempting to SCN code the communications module, they are getting an "SOS" warning/fault and Xentry message SCN not successfully completed. They've had to open a "technical assistance case" with Mercedes to ask for help because they don't know what to do. By next week they will have had my car at their shop a total of 1 month (combined) out of the 7 months I've owned it.

This is a large dealer in a major US city. Am I missing something? Just unlucky?

Is there a way for someone who has access to StarTek/Xentry/Mercedes etc., that has the ability to view what the case is they submitted? I don't know if that's even possible, but I'm not sure what my options are or should be at this point.

If it helps at all my VIN is 55SWF6EB8KU283952

Thanks for listening and any help or advice anyone might have.

 

You're not missing something. Incompetence reigns supreme at many Mercedes dealerships, unfortunately. Mercedes is really a notch below other carmarkers in terms of sales, service and parts experience at the dealer. Free coffee and granola bar notwithstanding.

 

Can I get a hamburger instead? 😂

Much of my post is built up frustration, mixed with disappointment. Unfortunately with this car it began with the purchase. Multiple times either not given all the details (which would be nice), or after I took it in less than 2 weeks after driving it off the lot (which resulted in the steering rack being replaced twice) and being told various contrasting explanations and updates throughout the process (sometimes just straight up lies), it has really changed my faith and trust with the Brand. Especially since my previous C300 experience was great in comparison.

The incorrect cluster replacement (which looks very different, and didn't even solve the rattle issue I had explicitly pinpointed to the steering column, let alone being a different part #), topped off with E450 software install that also looks different and has totally different menus (I honestly don't know how Mercedes highly protected and proprietary vehicle management system would allow that to happen!), blew my mind. I didn't even know if I should have laughed or cried, but I was really disappointed and it will take a while to forget the feeling.

This was supposed to be my baby. My pride and joy. My partner in crime. My 1996 Nintendo 64 Christmas present (I so hope you get what I'm referring to!).

Now, it's my like my sister's jerk kid who you hope somehow turns into a contributing member of society. My black sheep. My unreliable co-worker who is always calling in sick. My 2005 XBox 360 red ring-of-death.

Part of this is on Mercedes, most recently it's been the dealership (the other 2 in the area have also gone down hill the past few years), but it's all on the Brand. Maybe part of it's on me too, I'm not sure. I just know I was planning on this being my long-term daily driver, but I'll always have that anxiety of what's going to happen next or what else will go wrong, and that's not what I was expecting.

This isn't the whole story, or all the little details and disappointments that have occured since September, but they've compounded into my current negative outlook (and apparently an extended rant).

I guess all I can do is hope for the best, but expect the worst. At least that way I won't be so disappointed.

New motto? "Mercedes: hope for the best, expect the worst". Ha!

 

Honestly, before this gets more out of hand, I would contact MBUSA corporate and express these very things you're saying on here to them directly. They do give a crap about the reputation of the brand and will intervene and set that dealership straight. They don't know when cases like these are happening because the dealership tries to handle it themselves "in house". It is obvious that their techs may not be as current with their training as they should be, which doesn't change the fact that the guy may be a Lead Tech or even the Shop Foreman. I've had similar experiences with MB dealers in the past but I've learned by now to come in prepared with documentation and the proof I need to prove them wrong for when they start trying to feed me bull... MBUSA should be able to take this over and make it right for you. Good luck!

 

@PharmKing05 You are experiencing what is, unfortunately, the current normal Mercedes-Benz experience in North America. It's pretty surprising to me, as a relative newcomer to the brand.