I just completed my first "B" Flexible Service at the local MB dealer and walked away feeling like I'd been had. I know the topic has been covered several times in this forum so I won't bore everyone with the details. My question is will Mercedes Benz accept my local MB tech doing the FSS service and not void my warranty?

Yes, absolutely your local tech can perform the service.
A "B" service is reasonably comprehensive, but none of
the work is rocket science. As well, there is a federal
law (the name of which currently escapes me...) which
specifies that a manufacturer cannot require specific
parts be used to maintain a warranty unless it supplies
those parts for free.

My local dealer charges about $300 for a B service. While
perhaps not a screaming deal, I don't find it to be a
major ripoff either. Can you elaborate on why you are
dissatisfied?

- Jim

It was an overall bad experience. First, I had an appointment and the work still took over fours hours to complete during which time they stripped the glove box screw and broke the glove box strut. They returned the car and didn't tell me about any of this...luckily I opened the glove box to store the receipt and it plopped open. After telling the service manager, he promptly had it "fixed" and again returned the car. I opened the glove box three times before it failed again. The sevice manager said they would have to order the part and it would be available in two or three days. BTW, they put in the same stripped head screw.
Not so much as a "we're sorry" for the inconvienence or anything. I'll get them to fix it but after that I'm not planning on having them service the car except for warranty items. I paid $310 for the service (I supplied all the parts and oil)...the bill was not my main complaint...their attitude was.

As long as you can prove maintenece has been performed (receipts) it doesn't matter what brand of parts or who services the car. :)

One really BIG ooooops is you taking your own parts. I know you think it saved you money, but they probably charged you double on labor...

When you go to the dealer, don't take any parts or oil with you. IF you want to do the oil changes yourself, specify that don't do it during their check over.

As far as the quality, it sounds as if a trainee was doing the work.

$300 seems to be the median going rate for "B" service. You don't HAVE to do the "B" service if you don't want to. For example, you could replace your own wiper blade inserts, change your own oil, check your brake fluid, check your horn, aim your own headlights, reset your own FSS counter. IMHO, the "A" and "B" services are only to get you in the door so they can inform you of repairs which need to be done to your car. On the upside, some dealers discount the labor on regular maintenance items like brake pad replacement. This can result in savings of up to $150 for brake pad replacement (on the ML).

Kuan

Isn't the B service (the 30,000 mile) covered under warranty? I thought you didnt' have to pay anything at all?

I totally agree that perform FSS A or B service at dealership does not make any economical sense. The dealer did the "A" service on my 99 E430. Since it was the first service, the labor was free. I ended up with $80 bill for oil filter, air filter and oil. So will I go back for "B" service?, the answer is NO unless the price is less than $150. Do I really need someone to tell me the light bulb or power window is not working? For me, I think changing oil, of course, all filters when they are call for at required milege would suffice. I only change wiper insert when I see streaks.


Car Nut
99 E430 Sport

Hey guys...can yall tell me how to reset the FSS light on a 2000 ML 320? I have my own shop here in Houston and won't take it to the dealer for ANYTHING other than warranty work (which thankfully hasn't happened on the 2000 ML yet). They say the cylinder walls are lined with teflon or silicon or something therefore causing less heat and the oil to not break down as fast. Thats why they say you don't need an oil change for 15K. I say bull(you know what!) I change my oil every 3k on all cars we own, whether the dealer says to or not. Plus, I KNOW when to change my damn wipers!

Anyway...I don't know (cause I haven't thought about it) how to reset the light, can someone help?


THanks...Peter

BLACKMERCEDES...your post was funny!

Aren't those services free if you are under warranty!?!? Why would you have to pay!!

I'm interested as to how you were received when you walked into the dealership with your own parts and oil????:D

I didn't "walk in the dealership" with parts and oil. I left them on the front seat of the car and when the service advisor came back from looking at the car, he simply said I see you have oil and parts..we'll deduct those from the cost of the B service. He quoted me the price of the service before I ever mentioned anything about having my own oil, oil filter, and pollen filter. Again, it was not the cost of the service that upset me, it was the quality of the workmanship. I'm taking the car back in tomorrow to get the glove box repaired. I work for a living and my time is as valuable as theirs and yet not so much as an 'I'm sorry for the inconvienence". That's what ticks me off!

Thanks for all the info...I see I'm not the only one who is less than impressed with MB dealer FSS service.

Write a letter to the manager complaining of the type of service you received. I did and I got my next service for free.
But again, aren't the cars that are under warranty given free services? Or are you guys out of your warranty?

Well, here's a topic I'm well versed on. Lets see how many questions I can answer on it. On "free" maintenance, it started in model year 2000, maintenance is free during the maintenance period. Peter, the instructions for resetting the FSS are in the owners manual. The drivers door has to be shut to do it, so get in and shut the door and follow the instructions, it WILL do it, it takes practice. At our dealership, I don't think anyone really gives a crap if you bring your own parts. The fact you have them wouldn't be "removed" from the bill, just not "added" to the bill. Also, Peter, one thing to consider on the oil change interval is that the engine holds 8 1/2 quarts of oil, that is an awful lot of oil to hold contaminates, so keep that in mind. The engine does have an oil level and quality sensor, I think it is a good system. No reason to not go over at least 8000 miles anyways before changing it. Car Nut, no idea why they would be replacing the air filter in your car, not at the dealership anyways, not due until 60000 miles. Kuan, on the example you gave on the brakes, they may be able to give a small discount on a B service, as the tires are to be rotated, but not THAT much. Should be under 1 hour to do the pads anyways, and I don't know what the labor rate is there, but wouldn't add up to possibly save $150. Maybe I misunderstood the statement. Finally, Blackmercedes, I can certainly sympathize with having a bunch of stuff missed. Some guys just view the whole process (techs I'm talking about) as some kind of gravytrain to be taken advantage of. Some stuff they have on the list of things to do seem like real BS, if I had the list here I could point them out. But a good tech really should be looking around for problems developing, that's what it boils down to. And I sure wouldn't want to criticize a tech for doing this, especially a car under warranty. Sure the dealership is going to get the work, but it's better than not saying anything. Next thing you know the car is out of warranty and the owner gets stuck with the repair bill. So, you just have to remember, the service is only as good as the tech doing the work....Gilly

1. Turn ignition key to position 2
2. Press reset button twice within 4 seconds
3. Turn ignition back to pos 1
4. Press and hold the reset button
5. Turn ignition to pos 2
6. Keep pressing in the reset button until a buzzer sounds and a new miles display appears

Why would you bring your own parts to the dealer?...I am suprised they would even do the work.....they would have to give you a labor warranty on parts that they were not sure of the integrity of.....If I was a dealer service manager there is now way I would guarantee labor on parts that could be suspect....that could be a big loser

Warren
1992 300SD 113K
Columbus Ohio

I doubt that a warranty will be voided because you brought your own air filter, cabin filter, oil filter, or even windshield wiper inserts. It would be different if you brought in an aftermarket exhaust and expected them install it.

Kuan

Just for the record, all the parts I took with me for the B service were OEM parts purchased at this web site. They were not some knock off. The price of the B service on an E class was $325. which included all the standard parts and oil which would be replaced. The bill was reduced by $60. since I provided the parts and oil. Overall, I think I saved $20. probably not worth the effort. Based on what I've read here, I'll take it to my local MB tech next time and pocket a lot more than $20. And BTW, he appreciates my business!

As a follow-up, I took the car in today to have the glove box strut that the dealer broke during the B service replaced. They couldn't fix it because they didn't order the correct parts! The service manager was not in so I think I'll just write him and the regional rep a "nice" letter explaining their inability to provide acceptable service. Maybe they're having a bad week....and by the way, they're not helping mine a whole lot either.

Ockman,
I know the feeling. I left the dealership "system" long before the warranty was out on my car because of the bad attitude of the service writers, the fact that my car always either came back damaged or with the original problem not fixed, over filled oil, etc. I'm rambling because my list of complaints is so long that it would bore everyone, but I have to include the one where the service manager accused my wife of cheating the dealer by keeping the rent-a-car over the wekend! Who in her right mind wants a pontiac when your brand new $40,000 MB is sitting ready in the shop? They never called when it was ready! No apologies were ever made for their mistakes! Even the time someone dented the driver's door by closing it with the heel of his hand. "It happens a lot" I was told.
Never once did I meet an actual tech except after we took delivery of the car. I had to wonder if they subbed the work out when I got the car back with the coolant reservoir cap missing. Why did I feel compelled to look under the hood after spending a premium for dealer service? because I couldn't afford not to.
I fully realize that one or two dealerships do not represent the whole, but I can only go to the dealers in my area, or choose an independent. I also think thst the service writer system is bad customer service by definition.
Imagine going to the dentist and telling the receptionist that your tooth hurts, and then the dentist starts pulling teeth on that person's recommendations. I know it is not that bad, but my experience was the worst customer service experience I've had with any product ever.
Btw, the service rep did tell me that I could bring my own
oil for the oil changes since he knew that some MB owners wer picky about that.
Anyhow, like I said at the beginning, I know the feeling.

Bringing yer own parts to a dealer & finding a good technician.
 

Because my former car was in the shop a lot, I had the opportunity to get to know folks at the service department of the dealership pretty well. A couple of things I found out are applicable to any interaction with a service department. First, simply ask the service department manager who the best technicians are. They will usually be happy to tell you. Next ask to meet one of these people for a few moments. Once you meet him (probably a him, anyway), ask him how long he’s been working for the dealership, how well he likes it, and generally try to develop a relationship with the person.

Providing you feel good about the person, tell him you’ve encountered some problems with service at this dealership in the past, and that you’d like him to work on your car, if he can do that. He probably will. On subsequent trips, check in with him before and after work is done. You will probably be delighted. This has worked very well for me. It has also afforded me the opportunity to spend many hours hanging out in the service end of the service department, and learn a lot about the care and feeding of MBs, and to make some new friends. One thing I’ve heard repeatedly from service technicians is that so many MB owners are “self-important a** holes that insult their way through life.” As an aside, it always amazes me how many people are hurtful toward those that are literally there to help them.

Regarding bringing in yer own parts, recently I started asking them if they mind if I supply the parts, and tell them it’s so I can support this site (which I do). Not only are they okay with it, but will generally quote me labor before I schedule the appointment. I only do this for small projects, however because.…

Here’s the downside: Every now and again a part will fail. If they supplied both the parts and labor, they’ll spend the time to fix it without further bill to you. However, if you supply the parts, the likelihood of this happening is pretty slim. And no one would blame them. The likelihood of a part failure and the implied cost is of course the gamble you take.

Lastly, remember these folks at Xmas time. A $100 tip or gift certificate for someone who takes care of your $50K car is thoughtful, and even in the worst possible light, cheap insurance that they will continue to take good care of yer baby.

Hope this helps…

…Tracy