To S Class owners, the downfall of “The Best or Nothing” became apparent when the S Class Coupe was discontinued mid-year in 2020. At the time, we were waiting on our build, and even the dealer had no updates. That build would never happen, and we would end up buying an available 2020 AMG S class coupe. This scenario repeated itself when we submitted a build for a GLE 63 S coupe in 2021, a build that would be pushed out repeatedly with no ETA on delivery, due to the CCB’s, and once more a build that would never happen. We would end up buying the Maybach GLS 600. But that’s the last Mercedes vehicle we will ever buy. Why? Recently, Mercedes point blank refused to honor our extended warranty on a repair to our 2017 AMG S Class coupe. This is a story that E, C and A class buyers, as well as S class or Maybach, should consider carefully.

Loss of engine power (coupled with engine light illuminating) on our 2017 AMG S Class Coupe were diagnosed as relating to an ECU software upgrade recommended, billed and performed by a Mercedes Dealership in 2017. Even so, Mercedes, the corporation refused to cover the cost of repairing the vehicle in 2021 when the engine light came on, a repair that they insisted would require returning the vehicle to manufacturer ECU, over $4,000 with labor and diagnosis (16 hours to diagnose root cause of engine light coming on). This was bad enough, but after the vehicle was returned to us as “fixed”, the engine light came back on again. Once more, Mercedes tracked the repair back to the ECU software upgrade that was no longer there, and once again the corporation refused to cover the cost of repairing the engine sensors, around $4,000. When we asked MBUSA to help, the response was a straight refusal to accept accountability for the ECU upgrade having been performed at a Mercedes Dealership, nor to accept any liability for the resultant repairs. We were given a 25% discount on the repair, and the pricing I am mentioning in this post reflects the discount already. When we sent letters to Mercedes in Germany, these were routed back to MBUSA and to the same representative. Therefore, no second pair of eyes to evaluation the corporation decision. Nor were we offered a refund for the original ECU software upgrade cost, around $2,500. At this time, any future flaw with the vehicle might be traced by Mercedes back to the ECU software update performed by their dealership, for which they deny responsibility.

At the dealership level, we still find that the Mercedes dealerships are doing their best to stay true to the old moto of “The Best or Nothing”, but without backing from MBUSA or Mercedes in Germany, the dealerships end up looking foolish or worse.

Our 2020 coupe, the first of our Mercedes to be sold...

 

There's one crucial piece missing from this story. What exactly is this ECU "upgrade" that was done to your car by your dealership? That sounds like an aftermarket tune that they talked you into since you were billed for it, not something that was actually sanctioned by MB/AMG as otherwise it would have been done under warranty. There are dealerships that do tunes for customers as a service, but those are not signed off by MB corporate. Tunes explicitly void the powertrain warranty if something breaks down the road. MB corporate isn't gonna take responsibility for your engine failing due to an aftermarket tune that a dealership installed on your car. MB is well in their right to refuse any warranty claim due to aftermarket modifications causing the issue.

As far as the builds go or models being cancelled, well that's part of business. You may have missed it, but there is a pandemic and a major global shortage of semiconductors that is hampering car productions particularly bad and might go on for another 1-2 years before it's getting better.

 

I don't understand why people aftermarket these amazing cars and then are surprised when something goes wrong.

 

sounds like a performance software modification, I would have questioned and got the decision in writing that the upgrade wouldnt void the warranty. I have dont that with porsche.
If you use a renntech upgrade, it can be reversed, OR the new plug in ecu upgrade can be do at will by you, and wouldnt effect the car once it is reversed

 

Take it to the dealer that did the 2017 work or to the dealer that did the CPO.

 

@TalB Sorry to hear. You tuned the ECU, correct?

 

So the 2017 dealer logged the modifications into the maintenance history of the car?

If I wanted to put Renntech specifically on my car should I skip a dealer that can do it? If any mechanical problems I can reverse mods and just take it in.?

 

I doubt a C class owner can have a clue, let alone a valid point of view, on a car they never rode. I would add more, but it’s too nice of a day. Oh, and a software ECU update is just that. It can be wiped with OEM software, and that is what the dealership should have done. It takes a lot of incompetence to spend 16 hours diagnosing and charging for a software update.

 

Maybe the dealer wanted to be annoying.

The OP said he will take his business elsewhere and maybe the dealer helped. I am saying that in Jest but things like that happen.

 

First world problems.

 

Fair point and yes. After all you don’t interact with the real brand—the people who built the cars, but with the people who sell them, and with an so many alternative brands, a dealer can contribute to the brand’s demise. Just consider how many businesses went bust just in the past 100 years. Give it time, more bad policies, and dealerships and who knows how long they will last. For me AMG died when they killed the coupe and Tobias went to Aston Martin.

 

you need to call renntech, they also service MB and they know the rules. The new do it yourself software is reversible

 

I have two V12 Coupes. A 2019 S65 coupe and a 2017 S650 Maybach Convertible. I intend to hold onto both for a long time since I think the 2014-2020 W22 and its variants (C217 included) is the Best S class ever made. Which is why I am keeping them stock as well.

 

OP came on, dumped a rant on us about our beloved brand, then left without checking back for any input. Put this post in the rear view mirror. He gone.

 

A brand is only as good as the products it offers and the service they provide. Several S coupe owners moved to better brands. I see why.

You own a coupe. Do you think the new ugly 4 door GT63 “coupe” is in any way better than the S coupe? I don’t and that’s why it’s no longer my brand of choice.

A beloved brand gets better. It doesn’t regress and it doesn’t sell out for BS emissions…

 

Bentley, Aston Martin, and Ferrari offer a nice GT car too.

As far as dealer service I would think Mercedes would have a better offering.

 

Agreed on brands. Few coupe owners went with Bentley and are very happy. For me the Roma seems the new best or nothing. As for dealerships, I will know more when it comes time to get a new coupe or SUV. I think all of the above have something in line with the GLS 600 which is very good. The Roma is a good option for a coupe. We will see.

 

This should explain the shortage and it’s not limited to China:

 

Thank you for the MB PR message, Swiss…

Supply chain problems are worldwide given the structure of businesses that outsource the production of parts, or utilize cheap labor in overseas factories. That has nothing to do with canceling a model mid cycle. It is a reason for delaying the delivery of a given product. The first is a brand management problem that is self inflicted; the second is a byproduct of management decisions to reduce costs which play a big role in the A class market and a far smaller one for the AMG S class. When you have limited resources, you invest them in places of the business that provide the best ROI. Here it’s free cash flow and brand image. Regardless, that’s not a problem for customers. It a problem caused by bean counters who lack long term vision. Keeping low inventories and lacking backup options for flagship products is a costly mistake.

As I said several former S coupe owners already moved to other brands, they are happy with their new vehicles, and I am going to join them too.

These expensive vehicles are supposed to be a source of fun and not frustration. These are very large sums of money in return for something special and fun. Any brand and it’s CEO that are unable get that will fail in due course. Note the difference in MB after this new CEO and army of bean counters took leadership roles.

It’s no longer something I worry about. It’s for the benefit of people thinking about spending their hard earned money on a has been very special brand. Now it’s a sort of Walmart. Best or nothing used to mean something…

I do feel sorry for good dealerships and people whose livelihoods depend on this once grand brand. Especially family owned dealerships such as MB Lynnwood who is run by good people. I don’t feel sorry for the arrogant MBUSA clerks who think they are special when driving their Prius or some such to work and play big shoots while working on phone customer support…