Mercedes Benz and Baker Mercedes Benz can kiss my hairy A$$

A930Rocket · 01:22 PM

We drove my wife's 2006 MB R350 out of town last weekend and it rained cats and dogs for days. On Sunday, at 6 AM, my wife went to take our son to the state swim meet and the car wouldn't start. We were able to get it jumped started and I drove them to the pool. When I was leaving, I heard the sound of water splashing. At first I thought it was an overturned water bottle, but I then noticed the passenger side carpet was wet. Looks like the car has developed a leak I thought. After driving it awhile, I noticed that the interior blower motor turned on when I removed the key and it was still on when I got back in.

We made it back home and I made an appointment at Baker Mercedes Benz where we bought the car (and the only MB dealer for 100 miles) to have it looked at. Dropped it off yesterday at 10 AM and was given an update this AM. The dealer says that there is a drain in the air intake box under the hood that gets clogged up allowing water to enter the air handler/blower motor, shorting it out. It's not covered under warranty and would cost about $800 to repair and install two new cabin air filters. There's a TSB that says to remove the rubber diaphragm in the air intake box drain if water enters the air handler/blower motor. Pulling the diaphragm per the TSB after the damage is acknowledging there is a problem, but they won’t cover the damages.

There is no reference anywhere to check the drain in the owners manual or either the A or B service, though the dealer says it should be checked at that time. Our local Indy MB guy has serviced our cars for years, so we don't pay the Stealership prices and he's not heard of it. The service manager said since we don’t have the car serviced at the Stealership, he could not have it repaired under any kind of “goodwill” as done for others and he suggested I have it done for free at our Indy since they “make a lot of money”. I didn’t buy the car from my Indy, I bought it from Baker Mercedes Benz and said they should cover the damages. The cabin air filters are spec’d to be pulled from the interior at the glove box, so there is no call to look at the outside and the drain (although I've found that it can be done).

After going round and round, the service manager would not budge. A call to MBUSA was just as pointless. The Case manager at MBUSA said the decision was made with the dealer that they won’t cover it. Thanks for calling!

After looking on-line, I read how to remove the blower and clean the PCB on it. Works as it should now and I saved almost $600 over having the Stealership fix it or me buying a new blower motor for $275.

This is the same Stealership that tried to fix the sunroof on our 95 E320 while it was under warranty. They couldn't fix it and said they weren't going to try any more. A MB dealer in Atlanta fixed it under warranty and it worked great after that.

I’ve probably left out something, but that’s the crux of it.

What are the thoughts of the Pelican brain trust on this one?

Oh Haha · 02-09-2011, 05:50 PM

They must be related to the clowns at the Chevy dealership we are dealing with. I'm about ready to tell them to kiss my a$$ as well.

regency · regency's Garage

Time to look at a different make of car and at the very least, never walk into that stealership again. A good letter to them & MBUSA to boot.

Steve

73 911T MFI Coupe, Aubergine

id10t · 02-09-2011, 06:34 PM

A polite but firm letter. Remind them that you've bought several new MBs over the years. Remind them that this appears to be a known but hidden design defect, and should be covered under warranty, recall, or checked for and fixed if needed any time a car comes into an authorized service place. Then if they don't fix it, buy & host a cheap domain, post the story there, post it on forums, etc. pointing to your domain. Don't embellish, just tell the truth.

You could probably find a lawyer or two to argue that if the motor on non stop after car is turned off will drain a battery and possibly strand someone in a bad situation...

Tobra · Tobra's Garage

^what Steve sez^

Be sure to let them know you had been a loyal MB customer until now.

EarlyPorsche · 02-09-2011, 06:52 PM

So I've had really good luck with MBUSA and Mercedes Benz but not ALL of the dealers. In all honesty, when the vehicle is out of warranty it is unlikely that they will cover repairs even though there was a design flaw. A weakness in design is inherent in almost anything. You aren't covered under warranty for the repair and you weren't using them for oil changes and so forth. I don't actually think they were at all out of line. Frankly if they had done the repair for free they wouldn't reap any benefits from it, not even future business because your past dealings have indicated a preference for the independent mechanic.

Here's what I suggest: 1. see if there is a way to get an extended warranty; and 2. start cruising the R-Class boards one a week or so and you'll stay abreast of these things. There is always some nerd that sits around playing with and worrying about everything while researching all along the way. Sorry to hear about your car but I think the dealer and Mercedes handled it as any manufacturer or any of us would have in their shoes.

KarlCarrera · 02-09-2011, 07:00 PM

Reminds me of a young lady that just became a new pilot for the Navy. Her family had always owned MB. Upon graduation she received a "new" very low mile, warranted, 2004-6 MB sedan (unsure of model number), First 2 months were great, then the dash lights up with the "ck engine" light. Long story short, after many repairs and multiple "ck engine" warnings (and $) she has decided to look at another make.

Currently she's looking at the new Camaro or used BMW Market. I think a young, smart, blond Navy pilot could do alot worse. Personally I think one of those "ugly" M3 coupe's would be a great fit.

For some reason she thinks an earlier 911 might be a bit much....

Karl
88 Targa

A930Rocket · 02-09-2011, 07:11 PM

I should have added that we have the extended warranty for 100k miles and the car is at 88k presently.

Another item I asked them ti look at us the ignition switch. I said when the key is inserted, it will not turn and start the car. It just hangs up. Before PAYING the diagnostic fee

I told the service writer he screwed up. His response: sorry...

Why us it Stealerships can never replicate the problem, but you can every time and as soon as you leave the lot?

A930Rocket · 02-09-2011, 07:12 PM

I use a couple of Benz forums and that's where u get my info from. I have to say though, they are no where near as technical as Pelican.

EarlyPorsche · 02-09-2011, 07:16 PM

Quote:

Originally Posted by A930Rocket

I should have added that we have the extended warranty for 100k miles and the car is at 88k presently.

Another item I asked them ti look at us the ignition switch. I said when the key is inserted, it will not turn and start the car. It just hangs up. Before PAYING the diagnostic fee

I told the service writer he screwed up. His response: sorry...

Why us it Stealerships can never replicate the problem, but you can every time and as soon as you leave the lot?

With this information then much of what I wrote above I would change. So you have a 100K MBUSA warranty or aftermarket? I must have missed that part and that makes me think that you need a new dealership instead of a different make of vehicle.

I agree with you that the MB forums aren't as technical at all but I run by them because usually the similar in age vehicles all go wrong at the same time.

dennis in se pa · dennis in se pa's Garage

Buy used. Have it serviced a an Indy. That's were the dealer techs go when they know what they are doing.

A930Rocket · 07:27 PM

More info.

We bought it used with 16k miles when it was one year old. It's a CPO car with with an extended MBUSA warranty.

Our Indy used to work at Baker. They hate the guy because he takes so much biz away from them and he and his wife are the greatest (even if they are Dems

)

The service manager said my Indy was mire expensive than the dealer and rattled off a couple items being $50 less, like front brakes. Right.

Scuba Steve · 02-10-2011, 04:18 AM

Man that's terrible service... it sort of makes you wonder what the point of the warranty is anyway. I made a mental note to never buy a Mercedes here unless it's one I plan on keeping alive on my own.

Porsche-O-Phile · Porsche-O-Phile's Garage

It'd be difficult for him to claim (to the dealership) that he's a "loyal MB customer". These guys make their money off of service, not car sales. They absa-freekin-lootely need a critical mass of people to bring their cars in for $200 oil changes regularly in order to stay in business. They don't make enough off of just selling cars.

Sorry but I think the dealership was just protecting his own interests by refusing to reward someone who had a history of undercutting him for service. He's within his rights to not be a nice guy about it.

I'd take it up with MBUSA - they ARE in the business of selling cars (more so than the dealerships) and their acknowledgement of this problem via the TSB and subsequent refusal to stand behind the design limitations of their product is sleazy, IMHO. Seems very out of character for MB who in my experiences do stand behind their products... Maybe a consequence of things having gotten a lo slower the last couple of years (?) Regardless I'd focus my efforts there, not on the dealership. That's barking up the wrong tree IMHO.

A930Rocket · 02-10-2011, 05:11 AM

MBUSA was as helpful as a kick in the nuts. I called the 1-800 number, told my story and the person I spoke with said let me get a case manager. The case manager comes on and I have to tell the whole story again. Then without pause, she says it's not covered and thanks for calling. There was no discussion. Just a flat refusal.

From what I've read, there's been a lot of blower motors going bad from leaks, prompting the TSB. Perhaps not enough for a recall, but enough that it would cost good money to repair or recall all. Better to deny in their part than pay $600 per car.

I get better service from my Ford and Honda dealers.

javadog · 02-10-2011, 05:21 AM

Ask to see the MB regional service rep the next time he visits the dealer.

JR

javadog · 02-10-2011, 05:24 AM

Quote:

Originally Posted by A930Rocket

The case manager comes on and I have to tell the whole story again. Then without pause, she says it's not covered and thanks for calling. There was no discussion. Just a flat refusal.

Since you have an extended warranty, call back and escalate it to a manager/supervisor. Get them to disclose to you, in writing, why they are denying the claim. If they refuse, keep going up the food chain. Make sure you document your calls. Make sure they know you are dcumenting their conversation. Be sure and get the correct spelling of their names...

JR

kanadary · 02-10-2011, 05:34 AM

althought i never used the service dept at the local mb dealer before but i bought lots of parts from them before i realized that there's lots of dealers online with internet pricing, i use to get lots of stuff for no charge, they weren't $275 blowers but stuff like oil filters and drain plug gaskets and light bulbs. they once made a mistake by charging me only $40 for a key with door handle, that was suppose to be just the key cutting charge, they honored the price. the freebies stopped after that : (

drcoastline · 02-10-2011, 05:45 AM

Generally I think most dealers act that way. I dont go any where near Stealerships any longer. I don't get my vehicles serviced there I don't buy vehicles there and i don't buy parts there unless I can not get them any place else.

It's time to get rid of that thing. Forget the problem you are having what were you thinking when you bought it? My neighbor has one it is just plain ugly, it looks like and aardvark.

A930Rocket · 06:14 AM

^^^ My wife bought it not me.

After talking to the case manager, who gave only a first name, I said I would like to talk to someone higher. She said she was the highest! So I said you're the President of MBUSA? Give me his name and number, I'd like to call him I said. She gave me his name and refused to give me his number or email address. She wanted to give me a generic email address that would go right to her. He would never see or hear of it she said.

I asked for a letter telling me what was wrong with the car and why MBUSA refuses to repair it. She said I might get it next week if she had time.

I have to add that I didn't raise my voice, yell, scream or cuss, but I was frustrated in their non-responsive customer service.

It's David vs Goliath thing. Nothing is going to happen with one guy complaing to MB.

Baker Mercedes Benz is a Porsche dealer as well and they refuse to give a discount to PCA members, so I never buy parts from them. I can get them cheaper from Pelican or a Porsche dealer in Atlanta shipped to me.

I've already prompted my wife that with 12k left on the extended warranty, it's time to move on. It's going to get expensive to repair when we foot the bill beyond normal (and expensive) service.