ML320 '99 Engine failure at 77,000 miles - PeachParts Mercedes-Benz Forum

tt33 · #11 03-08-2005, 12:48 PM

Here is the reply I just received from MBUSA:

---------------------------
Mercedes-Benz USA, LLC
Feb 28. 2005

Thank you for your recent letter to our President and CEO, Paul Halata. After review, I have been asked to respond on his behalf.

We are sorry to learn of your difficulties that you have experienced with the 1999 ML320 and apologize for any inconvenience caused. As you may be aware, our Service and Parts Operations Manager has been involved in reviewing your concerns.

It is our understanding that the inspection of your vehicle confirmed that the engine damages were from a broken rod, and that the repairs were not covered under the Extended Service Commitment terms of the O'Keefe v. MBUSA Class Action Settlement. Additionally, we understand that our authorized dealer extended an offer to provide partial assistance towards the repair of the engine, which you accepted. Furthermore, the dealer has since repaired and returned the vehicle to you and declined your request for additional repair assistance.

Mercedes-Benz USA provides a Limited New Vehicle Warranty of 4 years/50,000 miles (whichever occurs first). Given the mileage on your ML320 at the time of the repairs, and that your vehicle is beyond the terms of this warranty, we concur with our Regional Manager’s decision and decline your request for further assistance.

If, at this point, you have any unresolved technical issues, please contact your local authorized Mercedes-Benz dealer for inspection. As always, if the dealer requests further technical assistance, Mercedes-Benz regional staff stands ready to assist.

The opportunity to review this matte is appreciated.

Sincerely,

Cleveland Best,
Customer Relations Liaison
------------------------------------

My conclusion:

MBUSA understands that the damage was caused by the broken rod. However Mr Best did not mention that the broken rod failure was cased by the wrong oil changes the truck used from 0 to 35,933 miles. That's why they offered a "partial assistance towards repair of the engine" The only question remains why they offered just a partial assistance, and not a complete one. There is no err on my part to keep the truck serviced at regular intervals per MBUSA suggestions.