Reconditioned Mercedes Comand Unit

Yorkie1967_2

In September 2020 I had a new Comand unit fitted into my Mercedes car. The unit is what controls the satnav, radio and Bluetooth connection. The old unit developed a few little problems then ultimately failed. So I sourced a company that could fit a reconditioned unit (nothing dodgy, a legit company) at a price of £1500 paid on my debit card they said it has a 12 month warranty. Recently the reconditioned unit has started to have the same problems, although not very often. I've spoken to the people who fitted the unit, they admitted that the units are known to have problems. I explained although it was out of the 12 month warranty it shouldn't be failing already. They confirmed back to me that it was out of warranty, but would be willing to look at it to test it, but was understanding that it was only just out of warranty. I just want a bit of ammo. to go to them with and to know my rights. I'm a bit of a pushover when things get messy and tend to back down. Bearing in mind I'm in York and they're just outside London, so don't want a wasted journey. Also because it's intermittent it's sod's law it won't do it when I take the car.

Sandtree

You are entitled for it to be free from defects at point of sale and have be reasonably durable. What is reasonable durable will be a matter for an independent expert to opine on and will consider it was secondhand when you bought it

Thrugelmir

Yorkie1967_2 said:

 I just want a bit of ammo. to go to them with and to know my rights.

Your expectation of a reconditioned unit is most likely too high. They'll have checked the unit over, rectified the existing fault. That's the extent of what they will do . Far from being anywhere near new. You've discovered that the units are prone to problems. That's not the fault of the Company that reconditions them. Going to be something in the actual design, construction that's the underlying cause of the various issues. Hence why the company that reconditions them only offers a one year warranty. Unfortunately that's expired. 

Did they offer an extended warranty package at an additional cost at the time of purchase? 

Yorkie1967_2

Thanks for the replies. They have stated that they get the units from Mercedes in Germany. Don't know if this lends any weight in my favour. No don't remember them offering an extended warranty.

Sandtree

Yorkie1967_2 said:
They have stated that they get the units from Mercedes in Germany. Don't know if this lends any weight in my favour. 

Doesnt mean anything... Merc could be selling them from wrecks, major faults, product recalls etc... they may be sold as working or could be sold as scrap for recycling but your seller is hoping to fix them based on the high markup they can get if they do manage to get 1 in 5 working again (or such).

That isnt to say you dont have a case but an expert will need to consider the level of information that you know about the history of the unit and give their professional view on what is a reasonable durability. Just the fact it is second hand and could be 2 years old or 10 years old  (though a production date may be somewhere on it) and no idea of its previous life makes it difficult for the expert.

Thrugelmir

How much is a new Merc unit? 

Sandtree

Thrugelmir said:

How much is a new Merc unit? 

£1,900 to £3,500 depending on the version probably... they all are called the same thing but the one in the A class is not the same as the one in the S class etc.

ThumbRemote

Thrugelmir said:

Yorkie1967_2 said:

 I just want a bit of ammo. to go to them with and to know my rights.

You've discovered that the units are prone to problems. That's not the fault of the Company that reconditions them. Going to be something in the actual design, construction that's the underlying cause of the various issues. Hence why the company that reconditions them only offers a one year warranty. Unfortunately that's expired. 

It might not be the fault of the company that reconditions them,, but if they are selling them it certainly is their problem. 

I would expect a command unit for a car to last the expected lifetime of car, certainly 10 year or more. 

Sandtree

ThumbRemote said:
I would expect a command unit for a car to last the expected lifetime of car, certainly 10 year or more. 

Mercedes Command  is the in car entertainment and sat nav system rather than being the ECU

k3lvc

You've probably few 'rights' but assuming it's Mercedes Parts Specialists (commandonline.co.uk) you've used then they're normally good/helpful - obviously your issue is distance

Given your position I'd be looking on here to see if you can find some more local help MBClub UK - Bringing together Mercedes Enthusiasts

Yorkie1967_2

Thanks for the info guys. The unit for my car is £3000 plus VAT brand new. Yes it was commandonline who I used, as you say the distance is an issue as the problem is intermittent. It's not a problem at the moment, but it's how my original one started playing up. Tried MBClub last year when I had the original problem, will have a look again.