Vehicle Rejection

born_again

jefaz07 said:

visidigi said:

jefaz07 said:

visidigi said:

I think they might be saying you have to pay to determine - not to resolve. If they find the problem is something warranty related then they should not charge, if they find say an animal has chewed the wiring harness this is not covered under warranty.

Garage is merely covering themselves in case the cause is determined to be outside of the warranty coverage. So it doesnt matter if you reported it before, its that they don't want to invest time in it if they won't get paid for it.

Understandable really and other German brands have the same policy...(BMW/VW etc).

I suppose what I’m wondering is the 6 month to reject the car still valid, even though I’ve had the car nearly 7. 

I have read that the time essentially stops when they have the car to stop a dealership stringing it out to go over the 6 months. 

The screen issues were reported after 2 weeks. And has been in multiple times to ‘fix’ it. The same fault as in week 2 still exists. 

Now they have said about the diagnostic charge and if it’s wiring then I will have to pay. So I’m going to attempt to reject the car, via finance company that the fault was there after 2 weeks, I have made it viable to be repaired and after a few attempts this hasn’t happened. 

Strange how they have never told me it’s not covered/diagnostic charges the other times it’s been in. 

Most likely because replacing the electronic parts is covered by warranty and there is low risk to them being paid. Now I guess they have replaced all those parts and as such are left with the high likelihood its wiring (on the basis everything else has been tried).

So it’s a C300D, age? mileage? There is of course the issue that although this happened within the first weeks if its chewed wiring then its not going to be grounds for rejection.

Thanks again for your reply. It’s 2022 and 30,000 miles currently. 

Looking back on emails that I have had to send to the finance company, it was 6 days before I emailed them describing the problems and attaching videos and images of the issues. 

If the same fault exists from day 6 then they haven’t fixed it, I also got the warranty cards and about £800 has been spent on this issue so far. But essentially no change. 

I’d expect an issue like this, that has had 4 visits to the dealership to have been diagnosed. Surely checking the wiring is a fundamental investigation of any piece of hardware not working?

And please don’t get too hung up on the word ‘wiring’
They had just stated that if it is that, it’s chargeable, not that it was that at fault. 

You would think so, till you realise that this requires dismantling to whole dash to get at a lot of it. So you would be looking at several days. 

jefaz07

born_again said:

jefaz07 said:

visidigi said:

jefaz07 said:

visidigi said:

I think they might be saying you have to pay to determine - not to resolve. If they find the problem is something warranty related then they should not charge, if they find say an animal has chewed the wiring harness this is not covered under warranty.

Garage is merely covering themselves in case the cause is determined to be outside of the warranty coverage. So it doesnt matter if you reported it before, its that they don't want to invest time in it if they won't get paid for it.

Understandable really and other German brands have the same policy...(BMW/VW etc).

I suppose what I’m wondering is the 6 month to reject the car still valid, even though I’ve had the car nearly 7. 

I have read that the time essentially stops when they have the car to stop a dealership stringing it out to go over the 6 months. 

The screen issues were reported after 2 weeks. And has been in multiple times to ‘fix’ it. The same fault as in week 2 still exists. 

Now they have said about the diagnostic charge and if it’s wiring then I will have to pay. So I’m going to attempt to reject the car, via finance company that the fault was there after 2 weeks, I have made it viable to be repaired and after a few attempts this hasn’t happened. 

Strange how they have never told me it’s not covered/diagnostic charges the other times it’s been in. 

Most likely because replacing the electronic parts is covered by warranty and there is low risk to them being paid. Now I guess they have replaced all those parts and as such are left with the high likelihood its wiring (on the basis everything else has been tried).

So it’s a C300D, age? mileage? There is of course the issue that although this happened within the first weeks if its chewed wiring then its not going to be grounds for rejection.

Thanks again for your reply. It’s 2022 and 30,000 miles currently. 

Looking back on emails that I have had to send to the finance company, it was 6 days before I emailed them describing the problems and attaching videos and images of the issues. 

If the same fault exists from day 6 then they haven’t fixed it, I also got the warranty cards and about £800 has been spent on this issue so far. But essentially no change. 

I’d expect an issue like this, that has had 4 visits to the dealership to have been diagnosed. Surely checking the wiring is a fundamental investigation of any piece of hardware not working?

And please don’t get too hung up on the word ‘wiring’
They had just stated that if it is that, it’s chargeable, not that it was that at fault. 

You would think so, till you realise that this requires dismantling to whole dash to get at a lot of it. So you would be looking at several days. 

So, had they investigated properly, after 1 week, and told me it wasn’t covered as it was due to wiring I’d have rejected the car there and then. If this is the case then them stringing me along does not negate their responsibility. 

From what I’ve read (and I may be wide of the mark) as it was reported within 14 days, and the fault still exists, and they have tried to rectify 3 times, then this would still fall into the right of rejection. 

I’ve also read, the time it has been booked into the garage until I have gotten it back is not counted in the 6 months as it has already been reported. 

visidigi

jefaz07 said:

visidigi said:

jefaz07 said:

visidigi said:

I think they might be saying you have to pay to determine - not to resolve. If they find the problem is something warranty related then they should not charge, if they find say an animal has chewed the wiring harness this is not covered under warranty.

Garage is merely covering themselves in case the cause is determined to be outside of the warranty coverage. So it doesnt matter if you reported it before, its that they don't want to invest time in it if they won't get paid for it.

Understandable really and other German brands have the same policy...(BMW/VW etc).

I suppose what I’m wondering is the 6 month to reject the car still valid, even though I’ve had the car nearly 7. 

I have read that the time essentially stops when they have the car to stop a dealership stringing it out to go over the 6 months. 

The screen issues were reported after 2 weeks. And has been in multiple times to ‘fix’ it. The same fault as in week 2 still exists. 

Now they have said about the diagnostic charge and if it’s wiring then I will have to pay. So I’m going to attempt to reject the car, via finance company that the fault was there after 2 weeks, I have made it viable to be repaired and after a few attempts this hasn’t happened. 

Strange how they have never told me it’s not covered/diagnostic charges the other times it’s been in. 

Most likely because replacing the electronic parts is covered by warranty and there is low risk to them being paid. Now I guess they have replaced all those parts and as such are left with the high likelihood its wiring (on the basis everything else has been tried).

So it’s a C300D, age? mileage? There is of course the issue that although this happened within the first weeks if its chewed wiring then its not going to be grounds for rejection.

Thanks again for your reply. It’s 2022 and 30,000 miles currently. 

Looking back on emails that I have had to send to the finance company, it was 6 days before I emailed them describing the problems and attaching videos and images of the issues. 

If the same fault exists from day 6 then they haven’t fixed it, I also got the warranty cards and about £800 has been spent on this issue so far. But essentially no change. 

I’d expect an issue like this, that has had 4 visits to the dealership to have been diagnosed. Surely checking the wiring is a fundamental investigation of any piece of hardware not working?

And please don’t get too hung up on the word ‘wiring’
They had just stated that if it is that, it’s chargeable, not that it was that at fault. 

Yeah not hung up on the word wiring, more the point that they have replaced the hardware, flashed the car and the issue still persists. That leaves things like wiring, voltage/short, ECU left (at a high level).

The dealers work on the principle of the error codes on the OBD/software to 'diagnose' a problem - when they run out of those codes the work gets more manual, and challenging to diagnose.

Have you raised the issue the dealer principle? Might be worth escalating the issue to them, as well as MB CS.

I have previously got alot of traction approaching the manufacturer when the dealer failed to play ball. Use the fact you bought from a main dealer to your advantage.

Grumpy_chap

jefaz07 said:

So, had they investigated properly, after 1 week, and told me it wasn’t covered as it was due to wiring I’d have rejected the car there and then.

On a used car, not all faults are sufficient to be grounds to reject the car.
How critical is the display screen to the functioning of the car?

jefaz07

Grumpy_chap said:

jefaz07 said:

So, had they investigated properly, after 1 week, and told me it wasn’t covered as it was due to wiring I’d have rejected the car there and then.

On a used car, not all faults are sufficient to be grounds to reject the car.
How critical is the display screen to the functioning of the car?

It controls the navigation, most settings, the climate system, radio and phones, 360 degree cameras. 
So most of the functions on the car in reality. 

jefaz07

This is what the screen sometimes looks like. Other times it’s just fully black with no display like it isn’t switched on. 

born_again

visidigi said:

jefaz07 said:

visidigi said:

jefaz07 said:

visidigi said:

I think they might be saying you have to pay to determine - not to resolve. If they find the problem is something warranty related then they should not charge, if they find say an animal has chewed the wiring harness this is not covered under warranty.

Garage is merely covering themselves in case the cause is determined to be outside of the warranty coverage. So it doesnt matter if you reported it before, its that they don't want to invest time in it if they won't get paid for it.

Understandable really and other German brands have the same policy...(BMW/VW etc).

I suppose what I’m wondering is the 6 month to reject the car still valid, even though I’ve had the car nearly 7. 

I have read that the time essentially stops when they have the car to stop a dealership stringing it out to go over the 6 months. 

The screen issues were reported after 2 weeks. And has been in multiple times to ‘fix’ it. The same fault as in week 2 still exists. 

Now they have said about the diagnostic charge and if it’s wiring then I will have to pay. So I’m going to attempt to reject the car, via finance company that the fault was there after 2 weeks, I have made it viable to be repaired and after a few attempts this hasn’t happened. 

Strange how they have never told me it’s not covered/diagnostic charges the other times it’s been in. 

Most likely because replacing the electronic parts is covered by warranty and there is low risk to them being paid. Now I guess they have replaced all those parts and as such are left with the high likelihood its wiring (on the basis everything else has been tried).

So it’s a C300D, age? mileage? There is of course the issue that although this happened within the first weeks if its chewed wiring then its not going to be grounds for rejection.

Thanks again for your reply. It’s 2022 and 30,000 miles currently. 

Looking back on emails that I have had to send to the finance company, it was 6 days before I emailed them describing the problems and attaching videos and images of the issues. 

If the same fault exists from day 6 then they haven’t fixed it, I also got the warranty cards and about £800 has been spent on this issue so far. But essentially no change. 

I’d expect an issue like this, that has had 4 visits to the dealership to have been diagnosed. Surely checking the wiring is a fundamental investigation of any piece of hardware not working?

And please don’t get too hung up on the word ‘wiring’
They had just stated that if it is that, it’s chargeable, not that it was that at fault. 

Yeah not hung up on the word wiring, more the point that they have replaced the hardware, flashed the car and the issue still persists. That leaves things like wiring, voltage/short, ECU left (at a high level).

The dealers work on the principle of the error codes on the OBD/software to 'diagnose' a problem - when they run out of those codes the work gets more manual, and challenging to diagnose.

Have you raised the issue the dealer principle? Might be worth escalating the issue to them, as well as MB CS.

I have previously got alot of traction approaching the manufacturer when the dealer failed to play ball. Use the fact you bought from a main dealer to your advantage.

Is that dealer owned by Merc?

A lot of people think dealers are owned by the manufacture, they are not. They are franchises.

We have bought the last 6 cars from the same dealer. Kia & BYD. They are not owned by either manufacture. They also have a ford & skoda franchises.

visidigi

born_again said:

visidigi said:

jefaz07 said:

visidigi said:

jefaz07 said:

visidigi said:

I think they might be saying you have to pay to determine - not to resolve. If they find the problem is something warranty related then they should not charge, if they find say an animal has chewed the wiring harness this is not covered under warranty.

Garage is merely covering themselves in case the cause is determined to be outside of the warranty coverage. So it doesnt matter if you reported it before, its that they don't want to invest time in it if they won't get paid for it.

Understandable really and other German brands have the same policy...(BMW/VW etc).

I suppose what I’m wondering is the 6 month to reject the car still valid, even though I’ve had the car nearly 7. 

I have read that the time essentially stops when they have the car to stop a dealership stringing it out to go over the 6 months. 

The screen issues were reported after 2 weeks. And has been in multiple times to ‘fix’ it. The same fault as in week 2 still exists. 

Now they have said about the diagnostic charge and if it’s wiring then I will have to pay. So I’m going to attempt to reject the car, via finance company that the fault was there after 2 weeks, I have made it viable to be repaired and after a few attempts this hasn’t happened. 

Strange how they have never told me it’s not covered/diagnostic charges the other times it’s been in. 

Most likely because replacing the electronic parts is covered by warranty and there is low risk to them being paid. Now I guess they have replaced all those parts and as such are left with the high likelihood its wiring (on the basis everything else has been tried).

So it’s a C300D, age? mileage? There is of course the issue that although this happened within the first weeks if its chewed wiring then its not going to be grounds for rejection.

Thanks again for your reply. It’s 2022 and 30,000 miles currently. 

Looking back on emails that I have had to send to the finance company, it was 6 days before I emailed them describing the problems and attaching videos and images of the issues. 

If the same fault exists from day 6 then they haven’t fixed it, I also got the warranty cards and about £800 has been spent on this issue so far. But essentially no change. 

I’d expect an issue like this, that has had 4 visits to the dealership to have been diagnosed. Surely checking the wiring is a fundamental investigation of any piece of hardware not working?

And please don’t get too hung up on the word ‘wiring’
They had just stated that if it is that, it’s chargeable, not that it was that at fault. 

Yeah not hung up on the word wiring, more the point that they have replaced the hardware, flashed the car and the issue still persists. That leaves things like wiring, voltage/short, ECU left (at a high level).

The dealers work on the principle of the error codes on the OBD/software to 'diagnose' a problem - when they run out of those codes the work gets more manual, and challenging to diagnose.

Have you raised the issue the dealer principle? Might be worth escalating the issue to them, as well as MB CS.

I have previously got alot of traction approaching the manufacturer when the dealer failed to play ball. Use the fact you bought from a main dealer to your advantage.

Is that dealer owned by Merc?

A lot of people think dealers are owned by the manufacture, they are not. They are franchises.

We have bought the last 6 cars from the same dealer. Kia & BYD. They are not owned by either manufacture. They also have a ford & skoda franchises.

Doesn't matter - as a franchise they have to abide by the manufacturer guidelines when troubleshooting and supporting. This is why there is a benefit vs any other dealer with a badge on the building. Its widespread to have franchises - BMW only 'own' one dealership in the whole of the UK, Park Lane, all others are franchises for example.

Reference the screen looking fuzzy - I can see why they want the wiring thing - to be clear, if the wiring being chewed through is the cause it wouldn't have given you grounds for rejection had it been done earlier. I suspect this is a trapped/split wire somewhere that's been caused by bad fitment (which would mean you wouldn't end up paying in the end).

There is some chatter on the web this might be related to MBUX, Carplay/iphone/android. So doe it happen if your phone is not connected to the car? Seems that a software flash to the MBUX is needed (there is a MB bulletin for it).

daveyjp

One for a dedicated Mercedes owners forum.  They were excellent when I had a Merc with a problem.  A member provided me the info to fix a problem I had, rather than pay huge sums to a dealership.

born_again

visidigi said:

born_again said:

visidigi said:

jefaz07 said:

visidigi said:

jefaz07 said:

visidigi said:

I think they might be saying you have to pay to determine - not to resolve. If they find the problem is something warranty related then they should not charge, if they find say an animal has chewed the wiring harness this is not covered under warranty.

Garage is merely covering themselves in case the cause is determined to be outside of the warranty coverage. So it doesnt matter if you reported it before, its that they don't want to invest time in it if they won't get paid for it.

Understandable really and other German brands have the same policy...(BMW/VW etc).

I suppose what I’m wondering is the 6 month to reject the car still valid, even though I’ve had the car nearly 7. 

I have read that the time essentially stops when they have the car to stop a dealership stringing it out to go over the 6 months. 

The screen issues were reported after 2 weeks. And has been in multiple times to ‘fix’ it. The same fault as in week 2 still exists. 

Now they have said about the diagnostic charge and if it’s wiring then I will have to pay. So I’m going to attempt to reject the car, via finance company that the fault was there after 2 weeks, I have made it viable to be repaired and after a few attempts this hasn’t happened. 

Strange how they have never told me it’s not covered/diagnostic charges the other times it’s been in. 

Most likely because replacing the electronic parts is covered by warranty and there is low risk to them being paid. Now I guess they have replaced all those parts and as such are left with the high likelihood its wiring (on the basis everything else has been tried).

So it’s a C300D, age? mileage? There is of course the issue that although this happened within the first weeks if its chewed wiring then its not going to be grounds for rejection.

Thanks again for your reply. It’s 2022 and 30,000 miles currently. 

Looking back on emails that I have had to send to the finance company, it was 6 days before I emailed them describing the problems and attaching videos and images of the issues. 

If the same fault exists from day 6 then they haven’t fixed it, I also got the warranty cards and about £800 has been spent on this issue so far. But essentially no change. 

I’d expect an issue like this, that has had 4 visits to the dealership to have been diagnosed. Surely checking the wiring is a fundamental investigation of any piece of hardware not working?

And please don’t get too hung up on the word ‘wiring’
They had just stated that if it is that, it’s chargeable, not that it was that at fault. 

Yeah not hung up on the word wiring, more the point that they have replaced the hardware, flashed the car and the issue still persists. That leaves things like wiring, voltage/short, ECU left (at a high level).

The dealers work on the principle of the error codes on the OBD/software to 'diagnose' a problem - when they run out of those codes the work gets more manual, and challenging to diagnose.

Have you raised the issue the dealer principle? Might be worth escalating the issue to them, as well as MB CS.

I have previously got alot of traction approaching the manufacturer when the dealer failed to play ball. Use the fact you bought from a main dealer to your advantage.

Is that dealer owned by Merc?

A lot of people think dealers are owned by the manufacture, they are not. They are franchises.

We have bought the last 6 cars from the same dealer. Kia & BYD. They are not owned by either manufacture. They also have a ford & skoda franchises.

Doesn't matter - as a franchise they have to abide by the manufacturer guidelines when troubleshooting and supporting. This is why there is a benefit vs any other dealer with a badge on the building. Its widespread to have franchises - BMW only 'own' one dealership in the whole of the UK, Park Lane, all others are franchises for example.

Reference the screen looking fuzzy - I can see why they want the wiring thing - to be clear, if the wiring being chewed through is the cause it wouldn't have given you grounds for rejection had it been done earlier. I suspect this is a trapped/split wire somewhere that's been caused by bad fitment (which would mean you wouldn't end up paying in the end).

There is some chatter on the web this might be related to MBUX, Carplay/iphone/android. So doe it happen if your phone is not connected to the car? Seems that a software flash to the MBUX is needed (there is a MB bulletin for it).

From experience it does.
Some franchise's just do what they want & no pushing from manufacture will make them move. With the big chains. Manufacture needs them more than franchise does.