2004 E Class- Angry Owner

[Gary]

My neighbor pulled up in a C230 today. After telling me last weekend how much time his 2004 E class has been in the shop it was back again. This time he had an arrow come on that the dealer told him meant the "suspension may collapse." He has the airmatic and the "bladder" had been replaced once after 3 trips to the dealer and his insistence that something was wrong with how the car rode. He is beyond angry after being a MB owner for over 20 years. He asked me who he could contact to complain about the quality and I told him to call the zone rep or someone at HQ in NJ. He says he will buy an Audi next time. He is the second friend who will dump his MB. The other had an S500 that he traded for a Lexus 450. There were more used S500s on the used car lot than any other brand. I'm glad I bit the bullet and bought the AMG. I'll extend my lease another year, but I don't know where I go from there. **** shame!!

[lkchris]

MBUSA clearly needs to improve dealer training re Airmatic system.

I remain convinced 99% of perceived "quality" problems are in actuality poor dealer relations problems.

Things randomly fail on ANY car--it's how easy the fix is that matters.

This owner is complaining about something being fixed for free.

HOWEVER ... when it takes multiple tries, the owner's time and its value become an issue. Perhaps next A service "on the house?"

[Alex]

I remain convinced 99% of perceived "quality" problems are in actuality poor dealer relations problems.
I began singing this refrain in 1981. Things have not improved since then.

On the other hand, many independent M-B shops owe their success to the M-B dealer problem. So at least, someone is happy.

I'd prefer to pay more and use the M-B dealer, if he would only do right. I keep hoping, on the way to the indie.

[bill streep]

Alex, I agree with you 100%. I fault the dealers for poor handling of issues. My mantra for years has been: "... the difference between great companies and the rest of them, is how they handle a problem or crisis...". ANYONE can be good when nothing bad happens.

Here's an example. My wife's CLK driver's side turn signal has moisture in it. All of the time. It looks like... well, you know. Certainly I'd never see this on a Lexus. MB says "that is normal". If that is normal, why doesn't the other side have moisture in it? The crankshaft pulley has a slight wobble in it. We ALL know how many times MB has revised this part, and there were 2 more revisions AFTER the one on her car - obviously, they still aren't done fixing this problem. The dealer? "we don't see anything wrong". It's still under warranty, and before the warranty expires, I WILL have this fixed. I made them aware, in writing, that they were liable for any and all expenses related to a pulley failure. Even if we were in the middle of West Texas when it happened. This was my first trip to this dealer. And they wonder why I won't go back for regular service, or take any of our other MB to them????

[Gary]

His car is under warranty o he is married to the dealer for service.