The nightmare continues LOST CLK instrument cluster - PeachParts Mercedes-Benz Forum

rsmcmahon · #1 10-25-2006, 11:21 AM

The nightmare continues. I sent my 2001 CLK instrument cluster to BBA Remanufacturing earlier this month to have the failing pixels on the readouts for the temperature and clock LCD’s repaired. The cluster was shipped 2nd day air and UPS lost the cluster on the return shipment in Dallas, TX. I live in Tulsa. The good news is BBA insured the cluster, but UPS has took two weeks to declare the package lost and after almost a month, still hasn’t paid to have the cluster replaced.

Now the rest of the story, last Friday, I finally decided to pay for a new cluster from the local MB Dealership and have it installed. I wasn’t driving the car with the missing cluster and all it’s gages. When I dropped the car off to have the cluster installed, the service manager informed me that since MB does not have the original cluster to get the original mileage from, MB will have to declare my 2001 CLK as a “total mileage unknown car or TMU” My CLK with 66,000ish miles will leave the dealership with 0 miles. He also told me that since the car is now designated as a “total mileage unknown” and my RESALE value dropped in half – meaning my $20,000 car last week is only worth $10,000 now due to the TMU issue.

I was told by UPS they are not responsible for “incidental” loss or damages resulting from the loss of a package. Geeze… lets see, I’ve been without my car for almost a month, and I’ve lost and estimated $10,000 in resale, and I’m have to pay out of my pocket over $1,000 for a new cluster and installation (waiting for UPS to pay the claim so I can drive my car now.)

Does anyone have any contacts or suggestions on how I can get my 2001 CLK to NOT be declared a “total mileage unknown” MB? So much for trying to save money and have a working instrument cluster.

manny · #2 10-25-2006, 11:28 AM

Are there any records at the dealer when the vehicle was last serviced & what the mileage was at that time?
I feel your pain.
FedEx lost my 4 shocks a couple of years ago, and it took me about 2 months of total aggravation, before I received the replacements.

rsmcmahon · #3 10-25-2006, 11:39 AM

Service Manager stated, any "unknown" mileage will create “total mileage unknown” destination that is reported to MB records department. Yeah, I thought they could use other sources to verify mileage. I do my own oil changes so they don’t have any recent documentation. I’ve owned the car for less than a year too. I called BBA (the one who performed the repair” and asked if they could verify the mileage to MB and they don’t keep mileage records for clusters either.

Strife · #4 10-25-2006, 12:54 PM

Because of the way UPS works, it's almost impossible for them to "lose" a package. Temporarily misplace, mishandle, fall off of a dock and not be immediately found, etc, yes. I wouldn't give up on the original cluster showing up. I would wait if at all possible, because once done, I don't think that sort of a record can really be reversed.

rsmcmahon · #5 10-25-2006, 02:47 PM

I called UPS again this morning pleading for them to locate my missing instrument cluster. The dealership however has installed a new cluster at 0 miles. I'm hoping if the original/lost cluster is located, the dealer can add the mileage from the old cluster to the new cluster. I’m not sure what is involved in reading the mileage from the old cluster or if Mercedes will allow this type of change. As you can imagine, operating without a car for almost a month has gone beyond bearable.

barry123400 · #6 10-25-2006, 03:34 PM

Sad event, if you had just got a used cluster and reset the odometer to the 66k all would have been well. This ideal of the cars resale dropping to half is insane. If you must install the new cluster with zero showing at least have a legal document prepared describing the whole event and have it notorized with all pertinate documentation attached. In reality the milage is known. A phone call to the mercedes zone office just might get your problem resolved as well. Nothing ventured nothing gained type of thing. If and when your old cluster shows up make absolutly certain all this is corrected.

Gilly · #7 10-25-2006, 06:39 PM

Well heck, if the repaired cluster shows up, you can just install it as though it was never lost, no problem there. Problem will be the money you just shelled out for the new cluster, UPS won't pay it then. Unless they pay you before it shows up, and I imagine they probably would just send it to you, the people doing that won't be aware of the payment that was already made, plus what's UPS going to do with a used cluster?
Other prolem is that MB says it's "true mileage unknown", but just how does MB get this type of info on your title?? Don't think they can. I think insurance companies can, but not a manufacturer, none of their business.
Gilly

rsmcmahon · #8 10-26-2006, 08:06 AM

I spoke with MB USA customer service regarding this matter yesterday. They did not offer any help regarding my dilemma. I was a little bothered by their attitude too, especially since the failure of the cluster pixels is a common failure of this cluster version or type which was used in several MB models during that period. Yes, another example of poor electronics and engineering in the MB that the customer is left paying for . I'm couldn't help but think, if they had built a cluster that would last beyond 60,000 miles or if they would offer a reasonably priced trade in for broken clusters, I could have used the MB dealer for the original replacement and the dealer would have hthe correct mileage for my new cluster. Now I feel as if I'm treated as someone who is trying to committee odometer rollback.

I thought all odometer replacements were reported. It does look weird that my car only has 12 miles showing

Hatterasguy · #9 10-26-2006, 11:45 AM

Run up 15k miles real fast and sell it on ebay as a low mileage car. Shh no one will no if they don't check with MB before buying.

Standard MO for some on ebay.

Dee8go · #10 10-26-2006, 11:50 AM

I wonder what you could have done to have avoided this problem, Russell. I'm only asked for the sake of any of us who may yet have to deal with the same situation in the future. Would a photograph with a date in it have satisfied MB? Is there some other way it could have been documented before you sent the cluster off?

brewtoo · #11 10-26-2006, 12:11 PM

Quote:

Originally Posted by rsmcmahon

I spoke with MB USA customer service regarding this matter yesterday. They did not offer any help regarding my dilemma. I was a little bothered by their attitude too...

This is a terrible story. Too bad MB USA only adds insult to injury. In my dealings with them in the past, I too was caught off guard a bit by their arrogance. That was when they lost all credibility in my mind by claiming no knowledge of breaking radiator necks or leaking evaporators in 124s.

Good luck on this!

rsmcmahon · #12 10-26-2006, 03:41 PM

Great question Dee8go about how others can steer clear of creating a situation like mine in the future. I was just thinking this morning how I might have done things differently. I’m a DIY kind of guy and spending $225 to have my instrument cluster rebuilt seemed like a great way to have a fully functionally cluster at a reasonable price. It takes about 10 minutes to remove the cluster and about 10 minutes install the cluster – assuming UPS doesn’t misplace the part!  The dealer price is $800ish for a new cluster and $195.00 for installation. Since MB does not sell rebuilt clusters, only new ones, I’m not sure how you could have your mileage certified for protection against freight loss of the cluster. The problem stems from being forced to use the MB Dealer and the MB Star Computer to “marry” the new cluster or different cluster to a different engine/control systems. Removing and reinstalling your existing cluster doesn’t cause a cluster– engine/control system “mismatch.” In retrospect, I would have looked for an alternate source to “marry” my new instrument cluster to my vehicle. Someone who wouldn't report me to the MB National Police. Since I didn’t purse this avenue after the lost cluster, I’m not sure how difficult it is to find an independent MB shop with the MB Star computer that can perform the work. Don’t misunderstand me; I’m not indicating I would have tried to get someone to alter the mileage, but only to set the mileage on the new cluster with “reasonable” proof. I would have signed an affidavit and supplied supporting evidence to back the mileage. MB rules regarding this matter don’t allow for a lost cluster form an owner who did not use their respective service department for the service work. Seems kind of pathetic, but depending on your local dealer, you might be able to have the service manager view the mileage, remove the cluster at the dealership, leave the car parked at the dealership until the rebuilt cluster is returned safely. Since the dealer is only providing you with a parking lot, and mileage verification, and they are not making $$$$, I doubt they would go for this type of transaction – unless they are your close relatives. This is my experience at going broke trying to save money!

el presidente · #13 10-26-2006, 05:09 PM

rsmcmahon,

You strike me as honest, so please don't take my reply personally.

Put the shoe on the other foot for a minute. You "lose" your cluster, then head over to the dealer for a new one. You "guess" at the mileage and then subsequently sell the car. MB helps you by accommodating your request in this case.

The next buyer sues the dealership, MBUSA and you for odometer fraud due to the fact that the exact mileage is not properly displayed or documented. Depending on the state, there may be additional criminal charges or civil penalties and fines, just because the dealership wanted to help you out. I can clearly see WHY the dealership (from a liability standpoint) cannot help you in this circumstance.

There are procedures put in place for a reason at the dealership and MBUSA. Whether you want to change out a cluster or purchase a replacement key for your car. They don't just "hand it over"....

UPS is where your finger should be solely pointed.

Gilly · #14 10-26-2006, 05:23 PM

The MB SDS diagnosis computer does not contain security-sensitive functions when leased by the aftermarket, so an alternative source wouldn't have been an option here.
Gilly

rsmcmahon · #15 10-26-2006, 05:44 PM

el presidente... very good points and I totally agree. I'm not faulting the MB dealer or their procedures. Their actions and standards are there to insure that as a customer of MB used cars, I can be confident the mileage displayed on the odometer is correct. I appreciate that as a consumer.

It would however be “nice” and appreciated if MB engineers discovered an engineering blunder, like the failing instrument cluster which is common for the CLKs and other similar MB models for that period; they could offer a reasonably priced, dealer supplied, trade in of the old cluster. A rebuilt cluster price of $220 compared to over $1000 for a new dealer replacement is bothersome.

After speaking with my lawyer.. UPS has no liability for lost shipments other than the insured, documented, replacement cost of the item or part. UPS is not responsible for consequential, incidental or punitive damages. It’s about as much fun calling UPS as it is with calling Cingular wireless customer service….you can talk to your blue in the face and they don’t care! 