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Faulty car and lack of care
Lauz1501 • 21 Oct 2017
10 signatures
Category: Customer Service
Target: Mercedes-Benz
Mercedes-Benz have such a prestigious reputation and yet, if you look on their Facebook page it is filled with frustrated people trying to find resolutions with no assistance from their Customer Service Team. They have lied to me at least twice in order to avoid taking responsibility for their appalling service (including refusing to admit a car was sold to em faulty, despite their dealer being able to verify this on the car's software).

Having bought the car in April, the engine light first appeared three weeks later. The car was collected by Mercedes Southampton and fixed the day before being returned to me without an engine light (an excellent service I thought).

Driving home from work three weeks ago the engine light came on again. I called Mercedes and was assured there was no issue with the car and I should continue to drive it until I could get it to a dealer. I carried on driving it until the car went into 'limp mode' on the M25 and I could no longer accelerate. At five months pregnant, this was more stress than I was happy to be dealing with. Breakdown Assistance was called and the helpful man realised the thermostat was broken, leaving me with a rental car. When I asked him if this was the same issue I probably had in May he said "most likely."

The dealership discovered that the thermostat was faulty, as was an electronic motor which is part of the coolant thermostat. They ordered the parts but then they were lost in transit so are yet to arrive at the dealership, explaining the huge delay I have had in having my car fixed. When I asked Craig at the Watford dealership if this issue was linked to the incident in May he confirmed it was the same fault code and that this was the third time that fault code had been found on the car when he checked, meaning there was a time before I owned the vehicle. Consequently, the car was faulty when I bought it. Due to this I would like my warranty extended so that it starts a day from when the vehicle is returned to me.

In addition to all of this, the in car Sat Nav has not worked since I bought the vehicle. This issue is also currently being resolved.

I have spoken to may Customer Service reps, two of who were particularly rude (phone calls made on 6 Oct and 10 Oct). In these phone calls you will also hear the reps tell me that the May incident was a software update and was no way linked to the Thermostat. Something which has been disproven by the paperwork I received from Mercedes and the dealership's advice. As they have blatantly lied I am extremely frustrated and angry at the treatment I have received. I would like my warranty extended to start a year from the date I receive the vehicle back, as the car will finally be in the functioning state it should have been in when I was sold the car in April.
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Mercedes-Benz have such a prestigious reputation and yet, if you look on their Facebook page it is filled with frustrated people trying to find resolutions with no assistance from their Customer Service Team. They have lied to me at least twice in order to avoid taking responsibility for their appalling service (including refusing to admit a car was sold to em faulty, despite their dealer being able to verify this on the car's software).

Having bought the car in April, the engine light first appeared three weeks later. The car was collected by Mercedes Southampton and fixed the day before being returned to me without an engine light (an excellent service I thought).

Driving home from work three weeks ago the engine light came on again. I called Mercedes and was assured there was no issue with the car and I should continue to drive it until I could get it to a dealer. I carried on driving it until the car went into 'limp mode' on the M25 and I could no longer accelerate. At five months pregnant, this was more stress than I was happy to be dealing with. Breakdown Assistance was called and the helpful man realised the thermostat was broken, leaving me with a rental car. When I asked him if this was the same issue I probably had in May he said "most likely."

The dealership discovered that the thermostat was faulty, as was an electronic motor which is part of the coolant thermostat. They ordered the parts but then they were lost in transit so are yet to arrive at the dealership, explaining the huge delay I have had in having my car fixed. When I asked Craig at the Watford dealership if this issue was linked to the incident in May he confirmed it was the same fault code and that this was the third time that fault code had been found on the car when he checked, meaning there was a time before I owned the vehicle. Consequently, the car was faulty when I bought it. Due to this I would like my warranty extended so that it starts a day from when the vehicle is returned to me.

In addition to all of this, the in car Sat Nav has not worked since I bought the vehicle. This issue is also currently being resolved.

I have spoken to may Customer Service reps, two of who were particularly rude (phone calls made on 6 Oct and 10 Oct). In these phone calls you will also hear the reps tell me that the May incident was a software update and was no way linked to the Thermostat. Something which has been disproven by the paperwork I received from Mercedes and the dealership's advice. As they have blatantly lied I am extremely frustrated and angry at the treatment I have received. I would like my warranty extended to start a year from the date I receive the vehicle back, as the car will finally be in the functioning state it should have been in when I was sold the car in April.
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Latest signatures
Amandacoker11 (21 Oct 2017)
"I am getting a fact about my airbag when I googled it the first thing that came up is my make model and tear are being recalled for said fault. When I spoke the merc garage they said I would need to pay as they are unsure yet whether mine is one to be recalled . I explained the fault and hownits obviously one to be recalled as I'm getting the same fault they are recalling. Merc were useless and just looked at it as an opportunity to make money by telling me to go to them pay all costs and when they decide in the future if mines to be recalled or not they may reimburse me . Absolutely fuming . "
Debbie-Lennox (18 Oct 2017)
"Also had problems when they claimed to have replaced rear brake pipes with genuine mercedes steel pipes and work took 5 hours due to requiring to lower sub frame and remove fuel tank. Requested written report which stated this was reason job took 5hrs. Checked and took photographic evidence to retailer which showed they had replaced with copper pipes which had been bent into place, and the bolts to subframe and fuel tank had not been touched. Still refused to admit they were trying to charge fraudulently until I involved trading standards, who got us full refund and admission that the work carried out was not as advised verbally or in writing."
Annabel- (16 Oct 2017)
Fi-Vokes (16 Oct 2017)
jn (16 Oct 2017)
Tom-Broderick- (16 Oct 2017)
Katie-Reeves (16 Oct 2017)
Rehan (16 Oct 2017)
"Having been born with no hands or feet and worked hard all my life I treated myself to a Mercedes. The worst mistake ever! I have never in my 41 years have experienced such incompetence and bad customer practice!! "
Callum- (16 Oct 2017)
"No care in the world! Stranded for 5 hours 100 miles away from my home. Broken down for the second time with the same gearbox fault. Then to add to the situation. Mercedes Benz have been driving around in my car for their own personal use! On Saturday it was parked in The range car park? When did anyone ask me if they could use my car? "
Lauz1501 (16 Oct 2017)
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