I purchased my Mercedes Benz 220CDI (Chassis No: WDD2040082R033977) in May 2008 from NMI in Pinetown, Durban, South Africa as a new vehicle.
This was my first engagement with Mercedes Benz into what I was hoping would be a long term partnership. Regrettably, I soon experienced that this was not the case, and for my prospective experience this was and remains a relationship where neither the dealer nor Mercedes Benz SA are either willing or capable of resolving the Quality issues on the vehicle.
For your perusal please find attached a summary of the service record on this vehicle. This can easily be verified against your records:
1. First Service
Radiator hoses not secured – the vehicle had to be towed back to NMI Pinetown where I requested the service to be redone.
The Electronic Alarm system work at this stage as it indicated to me that the vehicle was overheating.
The comment from the workshop manager (Trevor Hattingh) was that he has never seen this happen before.
2. Windscreen washer switch
Replaced at 12916km on 02.10.2008.
The vehicle was returned at least twice for this – at some stage we had a discussion as to what window cleaner I used in the water as the contact was reported as corroded.
3. Run flat, coolant light, windscreen washer fluid indicator
Attended to at 33681km on 31.07.2009 (coolant light and windscreen washer had one common fault).
The Run flat indicator was the start of a repetitive issue that was reported on numerous occasions.
The coolant light was a once off, however the windscreen washer fluid indicator was a repetitive problem.
4. Run flat indicator and focus head lamps
Attended to at 39948km on 23.10.2009. Upon testing it was found that the run flat operation was normal.
The Run flat indicator is still a repetitive problem and was part of the previous TIPS case. This is still sporadic as was reported at the last service (80 000 Km).
Some of the corrective action taken by you was
• Reset of the control software
• Reload reset of the control software
• Upgrade of the control software
• This was the start of the headlamp issue as we both got valid and not valid errors as reported to you
5. Air conditioner not working and automatic lock on central locking re-set
Attended to on 15.01.2010 at 45662km.
Air conditioner resolved
central locking re-set once off and resolved
6. Stop lights not working and material sticking at right front door pad and vehicle not starting intermittently,
Attended to at 54468km on 12.04.2010
Rear light failure. This issue is put very lightly this again manifested itself as both valid and not valid error (mostly not valid) – Please read this with point 6
7. Tail lamp not working,
Attended to at 55219km on 26.04.2010.
• Rear light failure. This issue is put very lightly this again manifested itself as both valid and not valid error (mostly not valid)
• cluster was replaced
8. Right Front Park light not working,
Attended to at 80228km on 15.03.2011.
This issue is put very lightly this again manifested itself as both valid and not valid error (mostly invalid)
I asked Pinetown at least twice to record this issue on my vehicle history
9. Alternator replaced
alternator was replaced March 2011.
10. Speedo cruise malfunction,
Attended to at 80310km on 16.03.2011.
Once off failure of the steering column electronics
11. Front light failure
Attended to at 80310km on 26.04.2011.as and emergency call out
12. Front light failure (park beam)
Reported as an invalid failure on 09.05.2011
13. Front light failure (park beam)
Reported as an invalid failure on 09.05.2011
14. Security system failure
Reported on 03.11.2011
15. Clutch and Engine management system failure and poor transmission of phone kit
Reported on 11.01.2012
1 Clutch master and slave cylinders were renewed no external leak.
2 The camshaft hall sensor renewed internal electrical fault as per fault codes
3 No fault with cell phone reception tested on the road at different points and recorded communication.
16. Receive incorrect Service notification
24.01.2012
Received a service notification for an un related vehicle via the dealer SMS system
17. Water pump failure and overheating
18.05.2012
Water pump failed due to impeller blades disintegration. The repairing dealer indicated that the possible cause for this could be a lack of antifreeze. This is concerning as this vehicle has never used water and all services have been done in accordance to the Mercedes Benz’s requirements by an authorized dealer.
The electronic warning system did not indicate that the vehicle was overheating with the temperature gauge well into the red. Surely this is one of the features of this vehicle – please refer to my complaints regarding the electronic warning system, I have expressed my concern on the reliability of this system continuously.
As far the overheating of this vehicle is concerned, there is no indication at this stage what damage this caused. This is both immediate damage and the latent effect of fatigue as a result of the overheating.
My analyses of the above information are as follows:
• The radiator hose that was not secured properly is bad workmanship
• If you look at the light bulb failure there is a direct link between the alternator been changed and this problem not occurring again.
The question that we have to ask here is why the dealer would not have made this suggestion long before we involved Mercedes Benz South Africa. To them this was normal to have these many failures on light bulbs?
• The Electronic warning system features in the above throughout the list of compliants, by example we had inconsistency on
o The Window washer feedback
o Run flat feedback
o Light failure feedback
o Speed cruise failure
o Overheating failure
• I consider the following failures as major and certainly not within the norm, especially when they all happen on the same vehicle
o Alternator replaced
o Speedo cruise malfunction
o Security system failure
o Clutch and Engine management system failure
o Water pump failure and overheating
• One of the principles of manufacturing is surely to produce consistent repeatable levels of quality and reliability. I shudder to think that this vehicle is the benchmark that Mercedes Benz subscribes to.
My expectation of entering into this partnership with Mercedes Benz was certainly not to own a vehicle with these many failures that is inherently unreliable and would have expected a much higher level of support from both the dealer (MNI) and Mercedes Benz to resolve this. The general statements that we should expect failures due to the nature of the product is certainly not what you want to hear after spending close to ZAR 400 000 – 00 on what is perceived as a top end vehicle.
My disappoint is also supported by various comments made by the staff of Mercedes Benz South Africa, your dealer network and private individuals by example:
• Yugen Kistadu - it is uncommon for a vehicle to have these number of failures.
• NMI Pinetown – This must be a Monday car.
• Your dealer in Empangeni - this vehicle has had a lot of problems.
• The reluctance of both Mercedes Benz South Africa and MNI to work together with me to find a resolution to this is unsatisfactory. This I have requested on numerous both verbally and in writing. Surely this is not only my problem.
• The last reasonable recommendation that I made to get this situation resolved was arrogantly dismissed by Mercedes Benz South Africa with a statement that clearly show their lack of willingness to work within a partnership with their client base. For the record this was the last request that was
sent to Mercedes Benz South Africa
This issue must be resolved and for this purpose I want to propose the following options:
• We, both Mercedes Benz South Africa and I, as partners in this dispute, escalate this to Mercedes Benz AG and the Consumer Council; Last Friday I requested Mr Maloi to escalate this to Mercedes Benz AG.
• Mercedes Benz South Africa purchase this vehicle back from me at a fair price to both parties and allow us to end this unsatisfactory relationship
• Mercedes Benz South Africa replace this vehicle with one of their fleet units of a similar specification, in this case both parties will have to ensure that this is done in a fair and transparent way – this will exclude any involvement from NMI.
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