My experience is that the dealer is as important as the manufacturer in the relationship. I am one of those who has had to contend with ongoing woes from a '92 300TE 4matic (89,000mi). My dealer has been courteous and reasonable throughout, negotiating on my behalf with MBUSA on certain aspects of repairs. The latest was a transfer case failure about 1 year after a transfer case replacement. The first replacement was partially covered by MBUSA and/or the dealer. My share was not small but I saved about $1000. The second repair was done essentially the same way, with a smaller share for me, given the relatively short time since the last repair (but it was still more than a year). One of the things that bears on this is that I have bought 10 or 11 cars from the same dealership over the last 17 years. When I insist that my loyalty be reciprocated, they usually respond. But they do have an overall attitude that the customer is important, and I keep going back precisely because of the service department. Many dealers should learn from this as a way to increase their overall business instead of making one-shot sales to customers who will not return. And MBUSA should learn too that the way they can gain repeat business is to earn it by standing behind their products. They ought to look at every satisified customer as an auxiliary saleperson.

__________________
Alan Weinschel
2001 S500 Capri Blue
2004 E320 4matic Wagon Tectite
1992 300TE 4matic Black Pearl
2000 BMW 540ia Anthracite