Does Anyone Else Find This Crazy? (Service Advisor)
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Senior Member
Joined: Sep 2014
Posts: 273
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From: Akron, Ohio
Ford Pinto
Does Anyone Else Find This Crazy? (Service Advisor)
So before I get to the point, I will walk you guys through my experience with MB. Bring in my e63 for service and warranty work (V burned in headlights, Panoramic Roof creaking, faded wood trims).
I had a loaner reserved. I get there. My SA says, Oh we don't have a loaner. Im like what? I reserved one with you. She finally goes Oh, I see it. Im just thinking wow your airhead you should of checked before you opened your mouth.
I get to the loaner (C250) figured I'd get much better going in with an AMG. Look in the car, dog hair all over the backseat, mud on the floorboard. I turn it on, bam 600 miles passed Service A. I'm like wow, I go back in and tell them the condition of the vehicle so they know I was not responsible for the pet hairs, etc. My SA goes, oh, I'm sorry, give us an hour I will get it cleaned for you. Im like nah, just paid to take it elsewhere. Common sense would say if the loaners are all reserved for the day, they should get them cleaned before they seat their customers in them.
What is with the service in today's world?
I get a call a few days later saying the faded wood trim is actually on a national backorder and could be up to a year wait. I want my car back ASAP as this hunk of junk doesn't compare to a 63. So I asked her if they could just replace the wood with something else such as metal or CF, or anything that would get to them faster. She said she'd call me back.
Get a call 3 days later, "yeah we could change it but it would be $6,000 in parts and it may not be guaranteed because your car was built for wood trim not any other kind of trim." At this point I was super lost. How does that make any sense? Don't the trims just pop off, why can't they be replaced with another kind? How does MODE do it? Beats me.
I had a loaner reserved. I get there. My SA says, Oh we don't have a loaner. Im like what? I reserved one with you. She finally goes Oh, I see it. Im just thinking wow your airhead you should of checked before you opened your mouth.
I get to the loaner (C250) figured I'd get much better going in with an AMG. Look in the car, dog hair all over the backseat, mud on the floorboard. I turn it on, bam 600 miles passed Service A. I'm like wow, I go back in and tell them the condition of the vehicle so they know I was not responsible for the pet hairs, etc. My SA goes, oh, I'm sorry, give us an hour I will get it cleaned for you. Im like nah, just paid to take it elsewhere. Common sense would say if the loaners are all reserved for the day, they should get them cleaned before they seat their customers in them.
What is with the service in today's world?
I get a call a few days later saying the faded wood trim is actually on a national backorder and could be up to a year wait. I want my car back ASAP as this hunk of junk doesn't compare to a 63. So I asked her if they could just replace the wood with something else such as metal or CF, or anything that would get to them faster. She said she'd call me back.
Get a call 3 days later, "yeah we could change it but it would be $6,000 in parts and it may not be guaranteed because your car was built for wood trim not any other kind of trim." At this point I was super lost. How does that make any sense? Don't the trims just pop off, why can't they be replaced with another kind? How does MODE do it? Beats me.
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From: Athens, GA USA
2011 E63, 2011 Hyundai Genesis 4.6 v8, 2013 GMC Denali XL, 1965 Ford Mustang, 2005 Merc. E500
Rule: Never have a car taken apart to replace known parts needed until parts are in the shop.
MBWorld Fanatic!
Joined: Dec 2003
Posts: 6,279
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From: OC
i drive them all, fast and hard
what did they say for the headlights???
as for your wood, u can find it cheaper on ebay, better yet, take your wood back, send it to Ocarbon and have matt carbon for u
as for your wood, u can find it cheaper on ebay, better yet, take your wood back, send it to Ocarbon and have matt carbon for u
Thread Starter
Senior Member
Joined: Sep 2014
Posts: 273
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From: Akron, Ohio
Ford Pinto
Thread Starter
Senior Member
Joined: Sep 2014
Posts: 273
Likes: 6
From: Akron, Ohio
Ford Pinto
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Former Vendor of MBWorld
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GLI
I get a call a few days later saying the faded wood trim is actually on a national backorder and could be up to a year wait. I want my car back ASAP as this hunk of junk doesn't compare to a 63. So I asked her if they could just replace the wood with something else such as metal or CF, or anything that would get to them faster. She said she'd call me back.
Bunch more pics and info here
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Thread Starter
Senior Member
Joined: Sep 2014
Posts: 273
Likes: 6
From: Akron, Ohio
Ford Pinto
They aren't kidding. Mercedes Benz goofed up big time on this trim and tried to move away from the older wood trim, which is constructed of metal and real wood, to some sort of plastic laminate wood. Of course the plastic laminate cracks pretty quick because the plastic and wood expand at different rates when the temperature fluctuates and aren't really suitable for the interior of a vehicle (where it, you know, gets hot in the summer and cold in the winter). So pretty much everyone that has a W212 with a wood interior has messed up trim.
We've done quite a few of them.
Bunch more pics and info here
We've done quite a few of them.
Bunch more pics and info here
I also forgot to mention that they told me that Mercedes uses the same tree for all the wood in the car so that's why it's taking so long. I felt like I had a Rolls Royce after hearing that. Lol
MBWorld Fanatic!
Joined: Oct 2012
Posts: 3,704
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From: Denham Springs,LA
'12 C63 Black Series, '12 ML350 BlueTech
I would say the level of service of your MB dealership sucks.
I always book my loaners and never got better than a C class. So it seems to be almost everywhere the same.
I mainly use the dealership for repairs I cannot perform myself. Usually I request a detailed list of what's needed and only schedule the repair if I know all part are available. For your trim if your car is still under warranty then I would ask them to replace it. If warranty is expired then so many vendors here able to source replacement kit in CF
GL
I always book my loaners and never got better than a C class. So it seems to be almost everywhere the same.
I mainly use the dealership for repairs I cannot perform myself. Usually I request a detailed list of what's needed and only schedule the repair if I know all part are available. For your trim if your car is still under warranty then I would ask them to replace it. If warranty is expired then so many vendors here able to source replacement kit in CF
GL
Member
Joined: Feb 2014
Posts: 190
Likes: 14
From: Montreal, Qc
Past:2010 ML63 AMG, 2011 C63 AMG, 2011 E63 AMG, 2015 C400 4matic & 2014 CLS550 4matic. Now: 2017 C43
Change dealership!
Never had anything like that happen to me, and the last time I was at the MB dealer, they gave me a brand new E350 4matic! I've also gotten GLKs (250 diesel or 350), C300s, and I took a CLA 250 4matic by my choice a couple times also because I wanted to try it...
Yes, it's the 3rd AMG certified series I by off of them, but still....
Never had anything like that happen to me, and the last time I was at the MB dealer, they gave me a brand new E350 4matic! I've also gotten GLKs (250 diesel or 350), C300s, and I took a CLA 250 4matic by my choice a couple times also because I wanted to try it...
Yes, it's the 3rd AMG certified series I by off of them, but still....
Banned
Joined: Sep 2010
Posts: 2,542
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From: Palatine, IL
Speedriven
Change dealership!
Never had anything like that happen to me, and the last time I was at the MB dealer, they gave me a brand new E350 4matic! I've also gotten GLKs (250 diesel or 350), C300s, and I took a CLA 250 4matic by my choice a couple times also because I wanted to try it...
Yes, it's the 3rd AMG certified series I by off of them, but still....
Never had anything like that happen to me, and the last time I was at the MB dealer, they gave me a brand new E350 4matic! I've also gotten GLKs (250 diesel or 350), C300s, and I took a CLA 250 4matic by my choice a couple times also because I wanted to try it...
Yes, it's the 3rd AMG certified series I by off of them, but still....
Senior Member
Joined: Jan 2007
Posts: 353
Likes: 0
From: Wilmington,NC
E63
Sounds like your dealership could improve their level of service. I went to my local dealer for the faded trim and the V pattern in the headlights.
I got the same response about the trim being on back order, ok thats fine. Also they recognized the V pattern and agreed to replace both whole headlight assembly. Of course they were hard to get as well. The visit took about 30 min and I left with my car.
We agreed for me to return when the trim and both headlights came in. They called when the parts were ready, made appointment, got a c class loaner, and the job was done a few days later.
It turns out that I got a set of trim pieces that were meant for another car, as they couldnt contact the other owner to come get them replaced, they stated they thought he sold his car. They new trim is a darker shade of the walnut and looks great.
I have to say that was the easiest encounter I have had with the dealership. Not all encounters have been that easy nor that productive.
I got the same response about the trim being on back order, ok thats fine. Also they recognized the V pattern and agreed to replace both whole headlight assembly. Of course they were hard to get as well. The visit took about 30 min and I left with my car.
We agreed for me to return when the trim and both headlights came in. They called when the parts were ready, made appointment, got a c class loaner, and the job was done a few days later.
It turns out that I got a set of trim pieces that were meant for another car, as they couldnt contact the other owner to come get them replaced, they stated they thought he sold his car. They new trim is a darker shade of the walnut and looks great.
I have to say that was the easiest encounter I have had with the dealership. Not all encounters have been that easy nor that productive.
