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  #1  
Old 06-04-2001, 04:10 PM
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Location: macon,ga. usa
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Bought a nice used 94 E320W. Had it run through my quality independent, who serviced it, installed a new water pump , a few other items and pronounced it healthy, save the wiring harness. Having recently done this on a 93 300 2.8, it didn't worry me too much, other than the fact that our local franchised MB store isn't exactly the best place to have a 124 fixed. It was repaired, no charge, on the 300. Ticket showed 2.2 hours of labor. I know it can be done properly in around .75 to 1 hour, but who should complain under those circumstances? Assuming the situation would be appropirately handled again, I made the trek to the dealer last week. Well, these are now handled on a "case by case" basis. And the most that any 100k+ customer can expect is for the factory to pick up the tab on the harness, with the cusomter paying the labor. That still wasn't too unreasonable, 3 hours labor being about $200 bucks. But guess what--that job had mysteriously expanded to 7.5 hours! now that's about $500--isn't that strange?! And a call to 2 of the Atlanta metro dealers indicated that their service directors had informed technicians and writers that there would be NO participation in ANY car over 100k.
Ain't that nice? It's just amazing to me that these harnesses, which were obviously defective on DAY ONE from the vendor -a problem known to Mercedes- all of a sudden are no longer a problem, but just a wear item. Isn't this the company that used to pride itself on durability and longevity? The same company that said customers would stick with them and avoid the Japanese lusury cars because they had no "heritage" or brand loyalty? Exactly what kind of "heritage" is that, New Jersey? And if you'd like to get my name, why don't you get it off the customer response forms that I filled in for both of the 2001 models I bought--the surveys you still haven't responded to?
By the way this is Mercedes number 30 something for me, excluding the ones I have bought for resale or profit. A twnety plus year geek. Welcome to the new Mercedes Benz--a company not interested in making the best automobiles,just making money.
Sorry, I'm through now.
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  #2  
Old 06-04-2001, 06:47 PM
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Location: Colleyville, TX
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I am not surprised at all. No wonder why MB has been steadily losing Market Share to Lexus. I really hope they lose some more market share in 2001 & 2002 to competition. I have had similar experiences with local MB dealers. I faxed a letter (written in German with some help from friends) to Daimler Benz in Germany. I haven't heard from them yet. I will share when I hear from them.

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92 190e 2.6, 98k
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  #3  
Old 06-04-2001, 09:31 PM
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Wellif you are in Atlanta, You should look up Benzmac to work on your car.

I know I'd be usuing him if I live in Atlanta.

In anycase, we all feel your pain, Most dealerships, not only mercedes benz dealers, treat the customer poorly from my experience, not doing the job they were supposed to do.

I took my jeep to the dealer, told them the thermostat was bad, they did not change it. They told me the valve cover was leaking oil. I told them to fix it.

I got the car back, no fixed valve cover, no changed thermostat. What was the excuse of my service advisor? "I wasn't listening to you." He tells me. So I tookt he car to another dealer, told them what happened, and they did the work. Well my overheating problem was gone, and no more leak from the valve cover.

My father took his Mercedes to the Beverly Hills Dealer. They tell him it needs a new tranny. by this time they have had the car off and on for 4 weeks. They want a Ridiculous small fortune, coming to the price of a good used honda or toyota. He takes it to my independent, Car was fixed easily, for way less than what they were trying to charge him at the dealer, all on a car with 60k on the odo.

My brother took his car to the range rover dealer. They wanted to basically have him rebuild half the friggin drivetrain in the car. The car would not go anywhere forward or reverse, but the car engaged gear on the tranny. First they told him new tranny, then they told him new front and rear differential as well. To the tune of basically what he paid for the car used two years ago. The local independent he took the car to, found two problems, all it needed was a new axl in the rear, and new front driveshaft.

Not all dealerships provide this kind of service, but These kinds of stories are quite the norm. My friend's Tranny in his BMW went out. He got it rebuilt by the dealer with a 2 year 24k warranty. 30k later it went out again. He had the dealer rebuild it again, for the same price he paid the time before. The independent mech he now goes to, quoted him much much less to do it again if it happened again, and my friend now refuses to go to the dealer.

He doesn't even take his 2001 Toyota LandCruiser to the dealer, and its under warranty!!! He called toyota USA, told them he would never take it to the dealer for anything, And got them to approve his independent to do the warranty work on the car. His attorney can be very persuasive. All just so he would not have to deal with the dealerships.

I Personally would use the dealer if the car was under warranty. but if its not, Why would I want to waste the effort.

Alon
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  #4  
Old 06-04-2001, 09:42 PM
DTM FAN
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My mother left her Mercedes tradition behind along with horrible service at Vin Devers (a local shop) to get a Lexus. They pamper you at Lexus, and Mercedes better learn how to too since their cars cost around $55K. Otherwise people will go elsewhere.
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  #5  
Old 06-05-2001, 12:11 PM
LarryBible
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Don't throw out the baby with the bathwater! If you have a problem with something like this, contact MBUSA. You will get more response from them than you will by writing anyone "auf Deutschland".

Buying a Lexus or any other brand may be the answer in your particular area, but not across the board. Good service comes from the proper attitude. Some service departments have it and some don't. The BRAND of car that particular dealership happens to sell has little to do with it.

The Lexus dealer in your area MAY have a different attitude, but that doesn't mean the Lexus dealer in the next town does. The MB service department in that town may be the stand out. You pays your money and takes your chances.

In '96 I bought an E300D from one local dealer. My experience with that service department was BY FAR the worse I ever had regardless of brand. I bought my 2001 car from a different dealer in my area, Park Place Mid-Cities, and I can't say enough good things to do justice to the service I receive from them. Again it's all about the ATTITUDE.

Good luck,

[Edited by LarryBible on 06-05-2001 at 11:15 AM]
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  #6  
Old 06-05-2001, 02:04 PM
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Interesting Larry...I feel I had better service when they were still Beck's. Once Park Place bought them out, the labor rates immediately went up, the reps were less personable, and service on my older 300E has been spotty...I guess it depends on the quality of the techs on the current turnover cycle.

I seem to have felt let down when early problems cropped up on the used 95 500SL I bought from them. They were proud and eager to tout the "Starmark" warranty, but when I took the car back for seat problems and a rear convertible top window that literally "split" in two, (this, on a car with 30K miles), the benefits of the warranty seemed to vanish. Never got the seat fixed (for fear of the total bill) and after intervention with an MBUSA rep, ended up paying for $340 of the total repair for the window.

I've started fixing the 300E myself (thanks in part to the forum), and because I get one thing repaired, only to have the car returned to me with one or more new problems.
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  #7  
Old 06-06-2001, 04:39 PM
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Perhaps you missed the point...

This is 0 for 3 at Benz authorized repair facilities on this problem. The regional rep told my servce manager (and I assume the service directors at the other stores, 100 miles away), to disregard any complaints about the harnesses unless the car was under 100k miles. So the question remains: how come the part is defective at one moment, and MB knows it, and magically is no longer defective but a wear item once it crosses 100k? The particular point is that the service reps are being directed to ignore these problems from New Jersey; these are not local decisions. The local service directors seem to be working harder to please MBNA than the customer. And that stinks.
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  #8  
Old 06-06-2001, 07:45 PM
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Wiring harness

I have a '92 300E with only 33,000 miles on it. Do I have a wiring harness problem to look forward to, and should I be proactive, if so??
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  #9  
Old 06-07-2001, 08:19 AM
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Depends on your build date....

Since your car is a 92 model, probably not; I'm told that you can be sure you'll need one if your build date is post 8/92, which yours is probably not. I would check with a reputable wrench to give it a look....Good luck. allen
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  #10  
Old 06-07-2001, 11:03 AM
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I'm not sure that the defective wiring harness problem ended in 92.

Mine is a 93, and the wiring harness was replaced due to a short around 98K. They replaced that under my extended warranty when I complained about performance problems...
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  #11  
Old 06-07-2001, 11:17 AM
Southern_Son
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Quote:
Originally posted by LarryBible
Don't throw out the baby with the bathwater! If you have a problem with something like this, contact MBUSA. You will get more response from them than you will by writing anyone "auf Deutschland".

Well, Larry, from my experience with the regional rep in Jacksonville, Fl. you can forget any better treatment than what you might find on a Tucker Automobile. I try not to do 'dealerships' anymore. Mercedes is just another automobile to me. I am not a happy camper. M/B is losing the flik, in my opinion (and seems like I am not alone here).
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  #12  
Old 06-07-2001, 11:47 AM
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Gbenz

As I understand it, the wiring harness issues BEGAN with the 8/92 cars.
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  #13  
Old 06-07-2001, 01:24 PM
rdurbeck
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The squeaky wheel theory

A couple years back I replaced the entire AC system on my 1987 190E, compressor, condensor, drier. I went to an independant AC shop and they got MB parts from the dealer. After 11 months 2 weeks, the compressor went. The replacement of the compressor, new drier, and labor was $1000. Since the compressor was under the 1 year warranty, MBUSA paid the entire bill including the drier and labor. Sometimes all you have to do is ask.
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  #14  
Old 06-07-2001, 01:35 PM
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Michael is correct....

They just BEGAN with those cars. The problem still exists even in many w210's and 202's. This is why it's so funny to me that MB now denies any culpability in the matter, considering that many of the problem cars are still under the 4/50 original warranty. And the previous poster is right--you will get about as much help from Jacksonville as you will from calling a Fiat dealer... By the way, I wouldn't consider the replacement of those AC parts under warranty such a big deal. This is why the parts from your dealer cost more (fairly), because they come with an MB warranty. They also make a big deal out of advertising it, so asking them to fulfill their contractual obligation shouldn't even be an issue.
Why do the factory/importer people think that their ultimate customer satisfaction lies in New Jersey or the Factory, not the end user? As a MB geek in my fourth decade, it makes me sick....
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  #15  
Old 06-07-2001, 02:07 PM
Southern_Son
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Re: The squeaky wheel theory

Quote:
Originally posted by rdurbeck
A couple years back I replaced the entire AC system on my 1987 190E, compressor, condensor, drier. I went to an independant AC shop and they got MB parts from the dealer. After 11 months 2 weeks, the compressor went. The replacement of the compressor, new drier, and labor was $1000. Since the compressor was under the 1 year warranty, MBUSA paid the entire bill including the drier and labor. Sometimes all you have to do is ask.
The problems I have had with M/B, mainly in Huntsville, Al. have had nothing to do with just simply asking. I always believe you can get more done with others by first allowing them the chance to respond to the problem with their own initiative. There are service problems out there. They exist. Furthermore, my family has been driving M/B cars for decades. My mother now drives a '01 S430. This is not my first rodeo! After I consulted with the regional rep in JAX, I realized that MBUSA is beginning to stink from the top.
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