zigurat

I bought a CPO 2006 W220 from a Mercedes dealer last December. A month ago, the door soft close feature started working only intermittently. I took the car in to the dealer, who traced the problem to a leaking actuator for one of the rear headrests. The Service Advisor at the dealer, who has been very helpful in the past, said that the repair would not be covered, as the rear headrest is considered a “trim item”. I see it more as a safety item, and think it is ridiculous that it is not covered under the CPO warranty.

It will cost me over $1,000 to have the actuator replaced. He offered to plug the vacuum line to the headrest, but I would lose the up/down functionality of the headrest, which I do use. Is there a recommended phone number, email or contact person at MB I could contact to discuss and resolve this problem? Also, has anyone had luck with getting MB to move on their CPO policies, or will I be wasting my time?

Jud Chapin

Sounds like BS to me. Call MB Customer Service Dept. at USA home office in NJ @ 1-800 for-merc.

tusabes

easiest solution is to just go to a different dealer.

2nd easiest is to start writing letters to corporate

Skylaw

If the headrest were only a "trim" item it would not be required by Federal safety regulations - which it is.

Also, it is part & parcel of your soft close system. Would they suggest "plugging" the soft close feature if a door leaked? Would that "fix" the problem?

Elevate this issue to the area or regional representative, and do it in writing.

Blk04cobra1

The "trim" pieces are probably the biggest flaw in the CPO program, but I can see MB has to drawn the line somewhere. The soft close feature is a nice feature, but it's not safety related b/c you can still close your door all the way, correct? Hate to see this happen, but we run in to everyday. You would be surprised at some of the suspension components that are not covered as well b/c they are "adjustable' and can be "over adjusted and fail". Good luck with your claim, I would definitel try to speak with the service manager and possibly the regional service rep with MB.

Oxygen

...right, except the OP is talking about the headrest, and not the softclose door.

Corsa9000

I am struggling with the problem itself, soft close being related to a rear headrest actuator. If the diagnostic is correct then CPO should cover it. Calling MB HQ will do little to help with your cause, it is best to work with your Svc. Advisor to have them write it up in a manner in which it is covered by CPO warranty, believe me they want to get paid by MB so they have infinite ways to report problems. Also, keep in mind going to a different Dealer might not result in anything different since the MB STAR system is shared by all dealer and your case is already in the system.

Good luck and I hope you can get this covered. Please keep us posted.

rondocap

Try another dealer, and if you have to pay for it..don't pay the dealer. Find a good indy Mercedes shop, that $1,000 will go down substantially most likely.

zigurat

Thank you all for your input. I intend to try all the suggestions, and will let you know if any approaches are successful.

300SDLguy

Sounds fishy to me. My CPO warranty has replaced the soft close actuators, pumps, and related modules several times. I have run into the "trim" issue on the glovebox lock, that one dealer wanted to replace and another simply adjusted and its worked fine ever since. The headrest not folding down is NOT a trim issue, the service advisor or mechanic needs to submit the claim so that its worded to reflect the "mechanism" is not working properly The CPO Warr. will also replace the headrest motors in the front seats, as I have had them replaced also. You should ask your advisor why they cover the movement of front seat headrests and not the rear.