Vehicle recall

Th02msn

Hi everyone.  Looking for advice on this one….

On May 26th 2022 I received a recall notice from Mercedes regarding possible issue with brake servo booster.  The recall notice stated clearly not to drive the vehicle with immediate effect.  Mercedes would arrange for a technician to inspect the vehicle.  In the meantime, I had no option but to hire a vehicle.

A technician arrived on Monday 6th June but I had just newly tested positive for covid so I let the chap know and he decided that it would be best to reschedule the visit.

Anyway - technician arrived again on Monday 27th June and performed all necessary checks and indeed found the vehicle to be defective.  Arrangements were made to have it uplifted and repaired.

I contacted Mercedes to see about reclaiming my costs for hire vehicle but was told that they will only reimburse me from date of failure by their technician.

Should they not be liable for cost of hire vehicle from the date I received the recall stating not to drive?

Im now left with a months charge for a hire vehicle through no fault of my own.  It is down to a shortcoming caused by Mercedes that my vehicle is not available for use.

Contacted local citizens advice and they have told me that this level of service is not acceptable.  Just want some more opinions.

Appreciate any help

Car_54

When MB told you not to drive the car, did you ask them for a replacement?

Grumpy_chap

Did you enquire from MB for a courtesy car before arranging the hire car?

Th02msn

Yes but they did not give customers that option.  However - after the vehicle was deemed faulty, there were 3 options presented.  1- Consider their vehicle scrapped option 
2 - £30 a day compensation (no receipt reqd)
3 - Receive up to £40 a day towards a hire vehicle (receipt reqd)

Sandtree

Th02msn said:

Hi everyone.  Looking for advice on this one….

On May 26th 2022 I received a recall notice from Mercedes regarding possible issue with brake servo booster.  The recall notice stated clearly not to drive the vehicle with immediate effect.  Mercedes would arrange for a technician to inspect the vehicle.  In the meantime, I had no option but to hire a vehicle.

A technician arrived on Monday 6th June but I had just newly tested positive for covid so I let the chap know and he decided that it would be best to reschedule the visit.

Anyway - technician arrived again on Monday 27th June and performed all necessary checks and indeed found the vehicle to be defective.  Arrangements were made to have it uplifted and repaired.

I contacted Mercedes to see about reclaiming my costs for hire vehicle but was told that they will only reimburse me from date of failure by their technician.

Should they not be liable for cost of hire vehicle from the date I received the recall stating not to drive?

Im now left with a months charge for a hire vehicle through no fault of my own.  It is down to a shortcoming caused by Mercedes that my vehicle is not available for use.

Contacted local citizens advice and they have told me that this level of service is not acceptable.  Just want some more opinions.

Appreciate any help

If you had covid and so were avoiding people etc why did you still need a hire car for that period?
Could you not have arranged for someone else to speak to the technician given you were ill?

I am struggling to see how the 21 days delay between first visit and second visit caused by you stating you were ill was Mercede's fault and what evidence there is of you mitigating your losses, in particular during that period?

Th02msn

The hire car was organised on the 27th May. 

Covid struck on the 6th June.

My wife required a vehicle to get to and from place of work. Also, we have two kids under 2 years of age. Having a vehicle is absolutely essential.

Out of common courtesy, I thought it was the right thing to do to notify the tech I had covid.  I did not refuse him entry.
I cant see how MB can serve you with a notice not to drive your vehicle & not cover the cost of a replacement vehicle.
I may be wrong …… correct me if so.

Car_54

Th02msn said:

Yes but they did not give customers that option.  

But - as per previous questions - did you ask them?

Th02msn

Yes but they could not offer that option. It was basically ‘your problem’ you have no vehicle.

Grumpy_chap

Th02msn said:

Yes but they did not give customers that option.  However - after the vehicle was deemed faulty, there were 3 options presented.  1- Consider their vehicle scrapped option 
2 - £30 a day compensation (no receipt reqd)
3 - Receive up to £40 a day towards a hire vehicle (receipt reqd)

I am confused by these options - particularly number one.  Were MB really suggesting to scrap the car because of a faulty brake servo?  Unless it is a pretty old car, that seems extreme.

Did the car now get fixed and returned to you?

Th02msn

Yes - that was option 1. The chap did say before he read it ‘I wouldn’t expect you to go down this route’ lol

Car being lifted on Monday and not expected to return until September/October due to parts availability.

[Deleted User]

You could try writing a letter before action to them. State the amount you want and that you will use small claims court to get it if they don't pay promptly.