Mercedes Benz rust warranty

AOBL

Hello,

I'd appreciate advice from anyone who has been in a similar situation please....

We have a 2011 C class, bought in 2014 from a MB dealer and we've kept up the full MB service history from dealers across the northwest.  It has been found to have a corroded rear subframe on latest servicing on 2nd December and declared too dangerous to drive.  They have agreed to repair it under their 30 year rust warranty. The problem we're having is that our car has been at the dealership in Cheshire oaks since then (over 1 month now)  and they can not tell us when it will be repaired or offer us a replacement vehicle.  We tried calling them many times in the first 12 days but then they got quite abrupt.  So I emailed the Mercedes Benz complaints team on 14th Dec who say on their site they will answer queries in 3-5 working days.  Having not heard back 5 working days later, I followed up with phone call on the 21st of Dec.  The man I spoke to was very apologetic and said they would investigate and get back to me in 3-5 working days (telephone number and email confirmed).  I appreciate it was Christmas week but that was 2 weeks ago ( 7th working day today).  We're having to rent cars weekly to get to work (which has been more expensive over the festive period), as they refuse to give us any time frames.  What else can we you do?

daveyjp

Welcome to the world of MB ownership.  Good to see nothing has changed in the 4 years since they took two months to fix our car under warranty due to lack of parts.

Unfortunately it is highly unlikely the Mercedes dealer have an 11 year old model subframe sat in their workshop so it will be down to MB UK to source the parts and until they have you play the waiting game.

SaverRate

Having you asked for a Courtesy car or would you possibly have Mercedes assistance? When a family members Hyundai went in for a warranty repair (8 weeks) they gave him a courtesy car. They did say he was due a car from Hyundai assistance (breakdown cover) but due to him being underage they refused. After a few telephone calls it was decided a courtesy car off of the garages forecourt would be given. 

AOBL

daveyjp said:

Welcome to the world of MB ownership.  Good to see nothing has changed in the 4 years since they took two months to fix our car under warranty due to lack of parts.

Unfortunately it is highly unlikely the Mercedes dealer have an 11 year old model subframe sat in their workshop so it will be down to MB UK to source the parts and until they have you play the waiting game.

Thanks for sharing your experience.  I think if they simply said it will be 2 months, we won't be thrilled but could at least plan for that. Shame this poor service has been going on for years.  

AOBL

HarryDavies01 said:

Having you asked for a Courtesy car or would you possibly have Mercedes assistance? When a family members Hyundai went in for a warranty repair (8 weeks) they gave him a courtesy car. They did say he was due a car from Hyundai assistance (breakdown cover) but due to him being underage they refused. After a few telephone calls it was decided a courtesy car off of the garages forecourt would be given. 

Yes we did ask several times and they said nothing was available.  And they get quite short when we push for a date in the future when a courtesy car maybe available. We haven't got Mercedes assistance and wondering if it would just have been another service from MB which would have failed to deliver.

TadleyBaggie

It's no wonder MB usually end up towards the bottom of customer satisfaction surveys.

[Deleted User]

Keep all the receipts for rental cars, and start sending copies to the dealer.