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.
Here’s a situation I would like some thoughts and input on from the group here as well as any Mercedes employees that might be in this group. A couple of months ago I purchased a 2019 S560 from a dealership in upstate New York about 800 miles away from where I live, and the car came with an unlimited mileage CPO warranty. Once it arrived, I noticed a crack on the touchpad surface. Knowing it had a CPO warranty, and with my local Mercedes-Benz dealer over an hour away, I didn’t really sweat it. Several weeks ago, the car was up at the dealership and while I was there, I asked about the touchpad. They looked at it and submitted it, but it came back denied, telling me the touchpad is no longer warranted under CPO. However, they did state that a 5 year old CPO car with 18,000 miles never should have left the upstate New York dealership with a cracked touchpad in the first place. I reached out to the upstate NY dealer who then claimed the touchpad was not cracked when he shipped the car to me. Unfortunately for him, I have a picture that they sent me of the touchpad prior to when I bought the car, and it shows the crack. I have escalated this issue through Mercedes Customer Service and I’m waiting for a discussion with someone from corporate. Does anyone here have any thoughts on whether or not I will be successful getting this handled by Mercedes corporate? Should I be approaching this in a different way? Is there anything I’m not doing that I should be doing?
I bought a 2017 CPO in November of 2022 with a broken touchpad. Like you, I bought the car out of state, but I drove it home. I saw the small crack in the touchpad but the salesman said it was just a scratch. He told me it was finniky and took time to learn how to use properly...BLATANT LIE! His name is Matthew Meade. My fault for believing in the quality of a CPO inspection and rehabilitation or that a MB salesperson would be so dishonest. I can tell you from experience the CPO inspection means nothing! It's just a warranty. On the drive home I realized the touchpad wasn't working. And a couple days later, when I went to buy gas I realized the fuel door was misaligned; it would take 5-10 tries before it would latch the fuel door closed.
I called MY local dealer, MB Seattle, and they were awesome! They fixed both items, but not under CPO warranty. 2 things: 1. The dealer I bought it from MB of Medford, hadn't registered my car as a CPO. 2.The touchpad was NOT covered under CPO warranty. Both things sucked! But they got corporate involved and repaired it under customer satisfaction. My guess is that MB corporate paid part of the bill, but I don't know for sure. That was what happened in my situation, FYI.
I have had two of those touchpads develop similar cracks. First was on our 2018 E63S. It was within the factory 4 year warranty, the dealer replaced it w/o cost as it is covered by the base warranty. The MB 3 year extended warranty does not cover the touchpad so it is logical a CPO warranty would not. Since the pictures clearly show the crack, it is reasonable to assume, whether we like it or not, the buyer was aware of it.
I purchased a low mileage 2017 S65 Cabriolet late last year. From the pictures there were two obvious issues, the second key was missing and the touchpad was cracked.I pointed these out to the selling dealer and negotiated a further reduction to the agreed selling price to partially cover these additional costs. I much preferred having my own dealer replace the touchpad than some random mechanic. It cost a bit over $600 to replace the touchpad at our dealer.
If the dealer situation doesn't work out you can replace it yourself. The touchpad is relatively easy to replace as a DIY project if you have the torx bits and comfort working on things. An expereinced guy can probably do it in 20 minutes, but I think under an hour for a novice. You can find the videos of the procedure on Youtube. I saw the original part for as low as $80 on the auction site, but that was back in 2022.
I have had two of those touchpads develop similar cracks. First was on our 2018 E63S. It was within the factory 4 year warranty, the dealer replaced it w/o cost as it is covered by the base warranty. The MB 3 year extended warranty does not cover the touchpad so it is logical a CPO warranty would not. Since the pictures clearly show the crack, it is reasonable to assume, whether we like it or not, the buyer was aware of it.
I purchased a low mileage 2017 S65 Cabriolet late last year. From the pictures there were two obvious issues, the second key was missing and the touchpad was cracked.I pointed these out to the selling dealer and negotiated a further reduction to the agreed selling price to partially cover these additional costs. I much preferred having my own dealer replace the touchpad than some random mechanic. It cost a bit over $600 to replace the touchpad at our dealer.
Allow me to clarify. The first picture was sent to me by the selling dealer in a set of approximately 20 pictures. The second picture is that picture enlarged by me for the purpose of showing the selling dealer that the crack was present before he sold me the car, since he is now claiming that the crack never existed before they made delivery to me 800 miles away. I don’t think I should be expected to have enlarged that the crack was present before he sold me the car. I don’t think I should have been expected to have enlarged the picture the original picture looking for something that I had no idea was there. But I’m not sure if that’s what you’re saying or not.
I am just saying the selling dealer made a decision to sell the car as is since the cost of replacing the touch pad would have come out of the dealers pocket. That is if anyone actually noticed the crack. Its possible their inspection did not catch it. After it is in the buyers hands the selling dealer does not want to pay for anything out of pocket if they can avoid it.
I bought a 2017 CPO in November of 2022 with a broken touchpad. Like you, I bought the car out of state, but I drove it home. I saw the small crack in the touchpad but the salesman said it was just a scratch. He told me it was finniky and took time to learn how to use properly...BLATANT LIE! His name is Matthew Meade. My fault for believing in the quality of a CPO inspection and rehabilitation or that a MB salesperson would be so dishonest. I can tell you from experience the CPO inspection means nothing! It's just a warranty. On the drive home I realized the touchpad wasn't working. And a couple days later, when I went to buy gas I realized the fuel door was misaligned; it would take 5-10 tries before it would latch the fuel door closed.
I called MY local dealer, MB Seattle, and they were awesome! They fixed both items, but not under CPO warranty. 2 things: 1. The dealer I bought it from MB of Medford, hadn't registered my car as a CPO. 2.The touchpad was NOT covered under CPO warranty. Both things sucked! But they got corporate involved and repaired it under customer satisfaction. My guess is that MB corporate paid part of the bill, but I don't know for sure. That was what happened in my situation, FYI.
That's sad, Carlos. For the touch pad, you needed to reference a TBS for that and it would have been covered 100%. There is one TBS for that particular part (same on pre and post facelift). I actually showed it before on my first W222 miles and it was covered by Mbenz. It's a well documented TBS (actually very common) with notes and Mbenz would cover it under warranty but you needed to find that TBS yourself before service. A good and well informed SA would have mentioned that too. Your dealer probably got paid by MBUSA already for sure but wanted you to feel that they did something special.
If you live in an area where you park under the sun often, it will certainly crack again - surely not an issue in WA though for you.
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.
