MB UK warranty rules - pay first and we'll let you know!

[AMG Merc]

Hi all

Has anyone had any success getting around the MB UK warranty rule that says to the dealer - get the customer to pay for the replacement parts first then send the parts to MB Milton Keynes and we'll forward on to M B Germany for inspection - if we agree we'll reimburse the dealer - who will then refund the customer...

... oh, and if we disgaree that the part/s are faulty then we won't refund and the customer will be out of pocket

Apparently all MB dealers are doing this now.

[Biggriff]

Do whats the point. You may as well use another warranty provider given Merc aren't adding any value

[MURRAY007]

AMG Merc said:

Hi all

Has anyone had any success getting around the MB UK warranty rule that says to the dealer - get the customer to pay for the replacement parts first then send the parts to MB Milton Keynes and we'll forward on to M B Germany for inspection - if we agree we'll reimburse the dealer - who will then refund the customer...

... oh, and if we disgaree that the part/s are faulty then we won't refund and the customer will be out of pocket

Apparently all MB dealers are doing this now.

This should only apply to certain parts, where the dealer feels that the customer could damage the part themselves.

e.g.
With US, its any radio/command unit. as very often we find out that the customers kids have place coins in the slot and stops it working, now unfortuntly the dealer is not allowed to strip the part down, then can only send it to Germany for them to do.
So as you can imagine that radio's/command units can cost easily £1000 or more.

but feel free to contact me and ill do my best to help you out.

[amg master]

they usually just take a picture of the problem then sent it to mb uk who accept it or reject it. must say that they have been fantastic with me have had 3 sets of front leather seats for c63 amg 2 sets of disc, corroded wheels on the ml63.never once have they made me pay then reimbursed me.

[AMG Merc]

Biggriff said:

Do whats the point. You may as well use another warranty provider given Merc aren't adding any value

Thanks but the car is under MB warranty so I won't be buying a separate policy during the first three years.

[AMG Merc]

amg master said:

they usually just take a picture of the problem then sent it to mb uk who accept it or reject it. must say that they have been fantastic with me have had 3 sets of front leather seats for c63 amg 2 sets of disc, corroded wheels on the ml63.never once have they made me pay then reimbursed me.

Yep, took photos - they don't come out well but anyway MB UK say their new I guess? 'policy' is the customer pays the dealer up front and then MB UK send pasrts to MB Germany for inspection - they then let your dealer know whether they'll refund you!

[AMG Merc]

AMG Merc said:

amg master said:

they usually just take a picture of the problem then sent it to mb uk who accept it or reject it. must say that they have been fantastic with me have had 3 sets of front leather seats for c63 amg 2 sets of disc, corroded wheels on the ml63.never once have they made me pay then reimbursed me.

Yep, took photos - they don't come out well but anyway MB UK say their (new I guess?) 'policy' is the customer pays the dealer up front and then MB UK send the parts to MB Germany for inspection - they then let your dealer know whether they'll refund you (after you've paid so you never know whether you'll get your money back)!

Please email me directly with your excellent dealer's name - I'll call them

[amg master]

AMG Merc said:

have emailed you the name of the chap at the dealership. did you not buy the car from a mb dealer and what is the problem with your car?
usually most dealers prefer warranty work because they get paid directly by mb uk.
what year is your amg?
hope all works out for you.

[KevF]

Hi,

I have a problem with one of the black 19 inch alloys on my '10 plate C63. The laquer is lifting off from the polished lip.
Went into Robinsons (the local Merc dealer)and the warranty guy took some pictures but said as it was visibly a small amount (the laquer is peeling off all around the rim WTF !!!!) he didnt think I'd get anywhere. He then phoned the same day to say the images weren't good enough and he would need more. He turned up the next day with his own camera and took some close ups.
Next day got an email saying Merc would honour the warranty and replace the wheel no problems however, there is a 2-3 month back log on said wheel...

So, I have it in written form that the wheel is going to be replaced and 'as yet' havent been asked to cough up the money to pay for it and send off the offending wheel.

Then again the 2-3 month wait could be a ploy and they hope I'll forget and wont pursue it..;)


Kev

[MURRAY007]

KevF said:

Hi,

I have a problem with one of the black 19 inch alloys on my '10 plate C63. The laquer is lifting off from the polished lip.

I might be being stupid here, but did they ever do BLACK AMG 19" alloys as standard. as i can't see it as an option.

[chiefski26]

It is a option for the c63

[AMG Merc]

KevF said:

Hi,

I have a problem with one of the black 19 inch alloys on my '10 plate C63. The laquer is lifting off from the polished lip.
Went into Robinsons (the local Merc dealer)and the warranty guy took some pictures but said as it was visibly a small amount (the laquer is peeling off all around the rim WTF !!!!) he didnt think I'd get anywhere. He then phoned the same day to say the images weren't good enough and he would need more. He turned up the next day with his own camera and took some close ups.
Next day got an email saying Merc would honour the warranty and replace the wheel no problems however, there is a 2-3 month back log on said wheel...

So, I have it in written form that the wheel is going to be replaced and 'as yet' havent been asked to cough up the money to pay for it and send off the offending wheel.

Then again the 2-3 month wait could be a ploy and they hope I'll forget and wont pursue it..;)


Kev

Funny Sounds like double standards here as my dealer is being asked to pay for the parts first - and MB told me independantly that this is the procedure (I even asked for the MD's name to complain to and they told me he'd only pass on my message to them (customer service)!

Edited by AMG Merc on Friday 11th February 13:09

[AMG Merc]

To declare my issue - I have the bi-zenon intelligent light system and BOTH headlamp lenses are clouded with marks on the inside covers. It looks like somone wiped a dirty rag across the inside - clearly a design or production issue. They want £1700- upfront to supply and fit these and, should they refuse the claim in I wouldn't get my money back!

PS - AFAIK, there's no evidence of either bulbs having blown before - and its only a 2010 car!

Edited by AMG Merc on Friday 11th February 13:14

[KevF]

AMG Merc said:

Funny Sounds like double standards here as my dealer is being asked to pay for the parts first - and MB told me independantly that this is the procedure (I even asked for the MD's name to complain to and they told me he'd only pass on my message to them (customer service)!

Edited by AMG Merc on Friday 11th February 13:09

Do not know if anyone from MB reads this but imagine my surprise when I got a call an hour ago to say the wheel is now sitting in the local dealer waiting for me to take the car and have the wheel swapped over.....amazing......

So what happened to the 3-4 month delay due to MB having none of these wheels in stock in either the UK or Germany.....:/

No money has exchanged hands between me - dealer - MB so not sure why your dealer is any different. Unless it is a franchised dealer and has tried to screw MB over in the past hence why MB want money up front from them before doing any warranty work.

Edited by KevF on Friday 11th February 13:19

[amg master]

AMG Merc said:

To declare my issue - I have the bi-zenon intelligent light system and BOTH headlamp lenses are clouded with marks on the inside covers. It looks like somone wiped a dirty rag across the inside - clearly a design or production issue. They want £1700- upfront to supply and fit these and, should they refuse the claim in I wouldn't get my money back!

PS - AFAIK, there's no evidence of either bulbs having blown before - and its only a 2010 car!

Edited by AMG Merc on Friday 11th February 13:14

im really surprised that your dealer are being awkward with this problem, did you buy the car new from the dealer?
is your car a c63?

[AMG Merc]

Hi all

I'm also wondering whether the dealers are reading this as yesterday I took it in for the first service and happened to mention that I was still amazed at the fact that they wanted cash upfront for the parts and would be visiting another (more flexible) dealer. Next thing, new lights fitted while I waited - at last

[MURRAY007]

AMG Merc said:

Hi all

I'm also wondering whether the dealers are reading this as yesterday I took it in for the first service and happened to mention that I was still amazed at the fact that they wanted cash upfront for the parts and would be visiting another (more flexible) dealer. Next thing, new lights fitted while I waited - at last

Glad it's all sorted for you.

I can't say for other dealers who might read this, But this one certainly does.

Edited by MURRAY007 on Monday 14th February 15:11

[KevF]

MURRAY007 said:

Glad it's all sorted for you.

I can say for other dealers who might read this, But this one certainly does.

For a dealer you need to check the options list a bit more then..

I am sure your after sales is much better than some on here and hope if other dealers are reading then they take a long hard look at how they treat their customers.

I must admit, due to previous history and rumours about Robinson's Mercedes in Norwich, I was expecting a tough time with my issues but I must eat humble pie now as I am very impressed with the work of Steve in the Warranty department. Very professional and attentive. Can't fault the service so far...

Kev