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Originally Posted by Darktech
MB would be advised to own up to the fact they screwed up and goodwill these repairs. You can defend them all you want but if you continue to screw around with MB owners by shunning responsibility, MB will continue to fall to the bottom of the list in customer satisfaction.
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MB “owned up” several years ago. If some dealers have decided to play dumb don’t blame the manufacturer. Almost all MB dealers are independently owned/operated. I can’t speak for all dealers, but why would they want to chase clients away? In my region the dealers will go to bat for the client in order to make them happy and keep their business. After all, if the client has a problem with MB but loves their dealership, everybody wins!
Quote:
Originally Posted by Darktech
So, for final questions: Is this, in your opinion, normal for a MB engine to fail in this manner?
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Normal? Not exactly. But then again, the M272/273 were only in production for a short time when the balance shaft/sprocket issue surfaced. Sometimes new products experience problems. That’s the way it is in the car business. MB identified the problem and took steps to rectify it.
Quote:
Originally Posted by Darktech
Is it acceptable for 2 per month to come into your shop, especially considering there are 320 plus dealers across the country? By your own admission, you had more at one time. Wow!
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I work for a high volume dealership. We write about 2,000 repair orders every month. One or two balance shaft jobs doesn’t exactly spell doom for MB.
Finally, since post-warranty/goodwill consideration is at the discretion of the Service Manager, he must sign off before any out-of-warranty job can be started. I’ve yet to see MB deny a claim concerning the balance shaft issue.