Topic: Mercedes Benz - great cars - bad service

[Judy]

I recently bought a 2001 Mercedes E320, privately.  The car is in mint condition - 68,000 km.  Only had the car a week when the rear window failed - can roll window down (crackled) but can't roll back up.  I googled to see if other owners had issues and sure enough there were problems with window regulators on this model.  I checked the previous owner history on this car and again, the regulator on the front drivers side window was fixed under warranty in 2004, the rear drivers side window was fixed in 2008. I contacted the head office in Toronto, to see if Mercedes would fix this problem free of charge - since it was obvious that the part was faulty since time began.  They declined my request. 

What bothers me most is that no doubt they knew of the problem and should have replaced all regulators when the car was initially brought in, under warrantly.  It is crappy service like this that really gives good cars a bad name.  After all, most cars have their faults, but if the car company makes it up with the service - one can forgive the fault.

By the way, the Mercedes 2010, E550 my husband drives has a different issue, which I deem a safety issue and will post later.  Suffice to say, I advised Mercedes Head Office of this safey issue - and not so much as a response.  I suppose they are waiting for the warrantly to expire and then will tell my husband that it is normal wear and tear.

[ovr50]

Regarding your car, you bought a 10 year old car privately and you want Mercedes to fix your window problem??

Forget it, that is unreasonable on your part. 

[Judy]

I look at it this way, if Mercedes would have done the right thing in 2004, which was to replace all the faulty regulators, I wouldn't be writing about this issue today!

[Vmango]

Regarding your car, you bought a 10 year old car privately and you want Mercedes to fix your window problem??

Forget it, that is unreasonable on your part. 

+1

10 year old Merc - all aboard the service train!

[ovr50]

I look at it this way, if Mercedes would have done the right thing in 2004, which was to replace all the faulty regulators, I wouldn't be writing about this issue today!

Did you have a knowledgible mechanic check out the car completely?

[blur911]

I look at it this way, if Mercedes would have done the right thing in 2004, which was to replace all the faulty regulators, I wouldn't be writing about this issue today!

I guess you don't know how warranty works then, they don't replace items that may fail at a later date when doing warranty work, they can't even look for items that may be failing unless you ask for it.
10 years later on a used car... good luck.

[sirAQUAMAN64]

Judy, you sound like a reasonable person to me, but your complaint is a popular one that has long plagued European marques and is the reason Lexus/Infiniti/Acura have gained so much sales and market share in North America. And to think, because of them Mercedes-Benz/BMW/Audi have since the '90's improved their vehicle quality/durability/customer service!

Repairing/retrofitting/warranty work is very expensive to the manufacturer, and negatively affects their profitability. Unfortunately, your purchase of a near 10 year old out-of-warranty non-CPO (I'm assuming) Mercedes doesn't help your cause. However, I would hope they do everything possible to make you satisfied with the 2010 E-Class ownership.

Have you tried or shopped for another luxury brand. If so, what was your experience with them and why did you choose another Mercedes instead (sounds like both purchases are recent, but I'm curious nevertheless)?

Good luck, and do report back!

[Turbo Bob]

Regarding your car, you bought a 10 year old car privately and you want Mercedes to fix your window problem??

Forget it, that is unreasonable on your part. 

+1

10 year old Merc - all aboard the service train!

 

[johngenx]

Mercedes has a long history of knowing a certain part is defective, and yet never changing it.  All through the 80's and into the 90's they produced cars with faulty cruise control amplifiers, climate control modules, antennas, and other items, including, ironically, window regulators!!

By the mid 90's, their cars were near their peak in terms of combining modern features and "old-world" robust construction.  They still had issues with head gaskets on I-6 engines, biodegradable engine wiring that degraded within 6 months of the warranty expiring and problems with their first runs of water-based paints were awful.

They even repaired many of those faults beyond the warranty period, but RARELY for second or later owners.  For some reason, MB shows a significant preference for original owners.

Mercedes' cars have always been quirky in terms of service and repairs.  Typically, drivelines and suspension last so long it's insane, but lots of other stuff goes wrong and the cars can be frustrating to own as they age.  The W210 E-Class was not built to the standard that the W124 was, and they can be labour intensive used cars.

If you want trouble free driving, a 10 year old MB ain't the way to go.  For the same money, a much newer Corolla will give you 1% of the headaches, and a far less rewarding driving experience.

[tenpenny]

  For some reason, MB shows a significant preference for original owners.

Probably because the original owner is their customer.  Any subsequent owner isn't.

[Judy]

I have had a few cars and one other Mercedes and I have enjoyed driving the Mercedes most of all cars.  My husband did test drive many cars and the 2010 Mercedes E550 was the best in his opinion, as far as comfort (he is tall), components and style.

As well, I found a great garage that will fix foreign cars, reasonably.  As for the window regulator - obviously there is better techology out there.  I owned a 1989 Chev Cav Z24 for 12 years and the auto-windows never failed.  I owned a Nissan Maxima for 10 years and the auto-windows never failed.  

I firmly do believe that when car manufacturers know that a part is faulty,  the correct business thing to do would be to re-work the part and replace the faulty ones.  I believe we all know the lesson Toyota is learning today.  If they would have acted on costomer complaints, earlier rather than later - they would be better off today - so would their customers.  I would never by a 'Corolla' as someone suggested only because of the problems Toyota is experiencing now.

[airbalancer]

 
And I thought I was nut case

[blur911]

I firmly do believe that when car manufacturers know that a part is faulty,  the correct business thing to do would be to re-work the part and replace the faulty ones.  

Let me know when they start doing this, I have a bad window regulator on my 20 year old Audi that I'd like them to fix.
Also, those damn synchros are going again in my 911 gearbox, they fixed the problem in 1987, think they'll send me a new G50 gearbox if I ask nicely?

I believe we all know the lesson Toyota is learning today.  If they would have acted on costomer complaints, earlier rather than later - they would be better off today - so would their customers.  I would never by a 'Corolla' as someone suggested only because of the problems Toyota is experiencing now.

What exactly is wrong with a Toyota Corolla?

[Sir Osis of Liver]

Never buy a Mercedes that's off warranty. They will drain you.

[sirAQUAMAN64]

All of a sudden remembered... my university professor owned an E-Class in sudden downpour South Florida, and I recall one day he was late for class because his window(s) wouldn't go up. Probably the same issue. He sure b*tched that day, but I think they took care of him well (was probably still in warranty, and he had a way about him that got things done - one of the most interesting people I've ever met).

For safety issues or extremely widespread problems that are getting publicity/class action, manufacturers are obligated or willing to ante up. Otherwise, once the warranty is up (and sometimes during it) too bad. Which I agree can often cost the company in the long run, as some goodwill (even if it's coming half way or contributing toward the cost) can generate a strong following while being turned away/brushed off leads people to complain in forums such as this and perhaps swear off the brand. I do strongly prefer to do business with companies that I feel value my business, respect me, and stand behind their product/service.

[ovr50]

Judy - "  I would never by a 'Corolla' as someone suggested only because of the problems Toyota is experiencing now."

Why not? I think it's one of the best times to buy a Toyota as they will be over-anxious to please the customer, and there is nothing wrong with the great majority of their vehicles at all. Additionally, I suspect some of the previous "Toyota smugness" has worn off, and they might be a bit more reasonable to deal with.

[johngenx]

I would never by a 'Corolla' as someone suggested only because of the problems Toyota is experiencing now.

I never suggested you buy a Corolla.  However, if you don't like the potential for expensive and problematic service issues, you should reconsider owning an older Mercedes.  I sold my last Mercedes about 2.5 years ago and haven't looked back, truth be told.  I was lucky to have a local indie tech that was amazing and saved me tons of money, but the "small" things just ate me up.  They're terrific cars to drive and the company is an amazing innovator in the industry, but I'm just not willing to spend the money for the upfront cost and then be $500-to-death as well once the warranty is up.

As I stated in my previous post, Mercedes has a long history of NOT fixing known problems.  Sure, they do with some things, but not on "minor" items.  The faulty engine wiring harnesses were replaced with a better unit, and Mercedes paid the tab (which was $$$$) even if you were out of warranty AND the original owner.  Second owners without warranty coverage got a bill.  They did try to improve the head gasket on the M104 DOHC six cylinder engine, but most owners still face periodic replacements at about $2K a pop, more at a dealer.

We owned a W210 E-Class, and it was a horrible car.  Easily the worst Mercedes of all I owned.  The interior materials were not even as nice as the same model year C-Class we owned, and the build quality was appalling.  The dash cracked, the seat mounts broke, the window regulators broke, the electric mirrors broke (as did the heating elements in the mirrors), the mono-wiper gear set (was brass in the W124, cheap-:censor: plastic in the W210) broke, ($1900 part alone!!!) and the while the diesel engine was a joy, the glow plugs wore out about every three months (or less) and it failed to start/run.  Oh, and that's the tip of the iceberg.  Many other problems plagued that car. (Engine mounts, ACC control units, fuel level sensors, SRS control units, FI metering units, spring perches (a horrible safety issue) and on and on...)

People seem to be buying into the "Toyota has lost it" BS, but I can safely say that the Corolla we own has been far superior in build quality and reliability to ANY Mercedes we owned.  Not one of our cars made it to the 70K mark without a single repair, even my C230, the best of the MBs we had.  Oh, yeah, the Corolla is crap to drive, but in terms of "get in and drive and NEVER visit the dealer except for service" it kicks Mercedes ass every day.

Here's the thing to do if you want to own an older E-Class.  Spend time on some MB forums and you'll quickly learn what the trouble spots are and how to solve them without spending massive amounts at the dealer.  Find a good indie tech, and you'll save so much money it will shock you.

[Brigitte]

Before I move this to Moan and Whine...

2000 Jettas had issues with window regulators.  In fact, the warranty for this particular issue was extended beyond the car warranty.  Mine only failed in 2008, and I had to pay for the replacement regulator and the labour cost.

Such is life. 

[TopGun]

Never buy a Mercedes that's off warranty. They will drain you.

 

Where do they all go after warranty then?  Surely that is reflective in their used purchase prices.

Knock wood (like my head)...et's hope the Mini doesn't experience many of these issues.

[Railton]

Window regulators...pfftttttt...but are the rear tail light bulbs burnt out?!
Railton