So, wer möchte kann hier meinen Brief an DC lesen, in dem ich zum Ausdruck gebracht habe, wie tief beeindruckt ich von deren Service bin
Meine oder andere persönlichen Daten habe ich hier im Forum ausge-x-t, weniger, weil ich befürchte, jemand kommt mich persönlich besuchen, sondern um Internetspidern oder Robots nicht gleich meine oder andere kompletten Daten zu liefern
Christian Wörn
XXXXXXXXXXXXXXX
XXXXXXX Sao Paulo
Brasil
Email: XXXXXXXXX
Telephone: XXXXXXXXXXXXX
Mercedes-Benz Customer Assistance Center N.V.
Paul-Henri Spaaklaan 1
NL-6229 EN Maastricht
Niederlande
Strong problems with Mercedes Benz in Sao Paulo, Brazil, Avenida XXXXXXXX, 2419. Mercedes A-Class 160 Elegance, Number plate XXXXXXXXX, Chassis number XXXXXXXXX
Dear Sirs,
Tuesday the 20th of April 2004 I went to Mercedes Benz (Sao Paulo, Brazil, Avenida XXXXXXXXXXXX) because the white “Back-up lights” were always activated on my Mercedes A-Class, year 2000, even when going forward.
Usually I get some information threw friends (car mechanics or engineers) or the internet when having a problem with the car before. I found out that a small switch close to the gear box (part no: A 168 545 01 14) is causing often this problem in Mercedes A-Class models, very possible, my car would have the same broken switch. Since this fault came up already some days before I thought Mercedes might be able to fix this immediately without any problems, because I was told, the change takes about 30 minutes and would cost about 50 Euros (in Germany).
It was not the first time I was using the service of the official Mercedes garage (Sao Paulo, Brazil, Avenida Dr. Ricardo Jafet, 2419) so I hoped to get help right away. The responsible manager “XXXXXXXX” explained there would be no chance for the same day, I should come back on Thursday (22.04.2004). As I already realized the last time, it is not possible to make a clear appointment even when insisting, I was told to come at about 8 o´clock on Thursday because usually there is not so much going on by this time.
Believe me, I owned before about 25 cars of different brands (Other Mercedes models, Volkswagen, Opel, Volvo, BMW, Saab, Dodge, Chevrolet) and I am used to go to garages to do the maintenance or fix problems in different countries since I work worldwide as an engineer. It never happened before in my life that it would be only possible to come without any fixed appointment. Seems every where else the responsible manager is able to make a clear appointment but not Mercedes do Brasil.
So I went back on Thursday at 8 o´clock, had to wait about 25 minutes until somebody served me. After a short while “XXXXXXX” was able to tell me, the problem is only the small mentioned switch and would be changed within the next 30 Minutes. Again I had to wait 1,5 hours and only when I asked what is going on, Jefferson admitted there is another problem, a whole other unit needs to be changed as well because an additional broken part.
Now I asked to show me this part , the mechanic demonstrated on an equal part the problem. I took a picture to ask later for the opinion from German mechanics.
XXXXXXX explained, this part needs to be changed as well, to remove this part the engine and the gear box need to be taken out, the whole process would take about 20 hours, the part would be 2070 Reais, additionally the costs for the installation would be in total about 4500 until 5000 Reais (about 1300 Euros).
Knowing already that the change of the small switch is tricky if you don´t follow the correct installation instructions I was feeling fooled about this new broken part and the costs. I didn’t let them change this part without contacting competent people in Germany before. I don’t need to mention that I got my car back with dirty plastic bags on the seat, the steering wheel and the shift knob. Nobody was obviously feeling like treating me as a customer anymore, I had to remove these protections on my own, on top I had to ask the Manager again to find the front part of my car stereo which was probably removed during the work. A customer service which can’t be worse at Lada in Russia.
I posted again my questions and doubts in 2 different forums in Germany and several experienced DC-mechanics told me, this additional part gets only broken, when not putting the gear box in “backwards” while changing the switch (installation instruction AF26.19-P-2101-B or AR26.19-P-0200GC).
Quite obviously beside the lousy service of Mercedes Benz in Sao Paulo they wanted to fool me with this defective part, caused by an incompetent mechanic. I was also told, it is not true that the engine has to be removed, a moving down of the engine for about 8mm is enough. That means MB in Sao Paulo tried to overcharge the 2070 Reais for the additional broken part and about 2500 Reais for the installation work.
Please understand, I feel really disappointed with Mercedes Benz, the quality of their work and the way they treat customers. I request Mercedes Benz to fix this problem free of charge caused by unfriendly and non trained staff.
Find attached also a copy of all answers of my questions which I posted to 2 different forums (I believe you speak also German) or check the following links on the internet:
http://db-forum.de/showthread.php?s=&threadid=12150
and
http://www.elchfans.de/wbb2/thread.php?threadid=6298&sid=
I am awaiting your answer either in German, English or Portuguese language.
Regards
Christian Wörn