CE
Christopher E
Active since Dec 2024
2
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2 reviews15 months ago
Mercedes Benz refusal to fix car under full warranty despite no negligence by driver
The point of the story is bring to your attention that if you fill up your car at BP, Shell, Total or Engen, then mercedes benz will not repair your car if there is a performance issue regardless of whether there is contamination in the fuel or not. They will find a way to prove contamination even if they misread the report to serve their view. You will be liable for a cost of repair of up to R150 000 to fix your car at your cost and your maintenance plan or service warranty will not cover it. Neither will any other insurance cover the cost of this repair. Where you negligent in any way by filling up at theses stations? The answer is no! This is my experience with mercedes benz Sandton Branch. I was sold an extended full motor plan that cost me approximately R78 0000 a few months ago and was promised that my ongoing problem with sluggish performance would be fixed at not additional cost to me. Mercedes benz found a loophole in a contract to get out of fixing the car by claiming that the diesel which I use is from reputable filling stations like Shell, Engen and BO were contaminated. This is despite the fact that the fuel was sent to their independent analysis outsourced provider using a non WearCheck container and the results showed no contamination according to accredited testing. They use a non WearCheck container for sending the fuel from the Sandton Branch to Durban and rely on an eye test to check for debris which is a non accredited method of testing according to the same report. Using this independent report and relying and interpreting it to their benefit makes it convenient to allows mercedes benz to not take responsibility and fix the car. My car has been with the Mercedes Benz dealership in Sandton since October 2024 and I have been given a Hyundai to drive in the meantime. This is after my family has owned approximately 6 mercedes benz and have loyal to the brand. Mercedes Benz has denied my request for a round table meeting to discuss the matter and find a solution and via email has stated that this is their final decision on the matter. As fellow motorists, you will not be aware of such a situation until you read it here or unfortunately encounter this travesty of justice and disregard for customers experiencing by mercedes benz. I can only hope that the latter is never your experience. For the purposes of objectivity and transparency there are some individuals at the dealership that are trying to work on a solution, but the solution does require me paying for the cost of repairs. Is that a solution. You decide, but at least, now you know. My next step is to take my story to the media, so that I can address a larger audience to create awareness of this injustice and a lack of a solution oriented approach to resolving issues. Christopher Elijah
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16 months ago
Complaint Against Mercedes-Benz South Africa and Consumer Warning
I am writing to formally raise a complaint against Mercedes-Benz South Africa (MBSA) regarding their refusal to repair my vehicle under warranty and to issue a consumer warning to fellow motorists regarding the implications of their warranty policies. I own a Mercedes-Benz vehicle that is currently under warranty. Recently, I encountered issues with the vehicle, which I believe should be covered under the warranty. However, MBSA has denied my request for repairs, claiming that the fuel in my vehicle is contaminated. They have cited a disclaimer clause in their warranty agreement as justification for this refusal. It is crucial to note that the fuel contamination claim is contradicted by a report from Wear Check, an independent company used by MBSA for fuel analysis. This report indicates that the fuel passed all contamination tests and is within acceptable limits as per SANS 342:2016 standards. This inconsistency raises significant concerns about MBSA's handling of warranty claims and their reliance on a clause that appears to unfairly disadvantage consumers. Furthermore, I want to highlight several key points: Lack of Consumer Protection: The disclaimer clause in MBSA's standard agreements does not adequately inform consumers about the potential implications of fuel contamination or provide alternatives for filling up at approved or recommended filling stations. Use of Reputable Fuel Stations: I have consistently filled my vehicle at top fuel stations in South Africa, including Shell, BP, Engen, and Total. It is alarming that even when using reputable sources, consumers can be held liable for contamination issues without any support from the manufacturer. Consumer Awareness: Many motorists are unaware that MBSA can invoke this clause to deny warranty claims. This creates an unfair burden on consumers who expect their warranties to provide genuine protection against defects and issues arising from normal use. Given these circumstances, I urge fellow motorists to exercise caution when purchasing Mercedes-Benz vehicles and to thoroughly review warranty agreements before finalizing their purchases. It is essential for consumers to be aware of potential pitfalls regarding warranty coverage and fuel contamination claims. I hope that by sharing my experience through Hello Peter, we can raise awareness and encourage Mercedes-Benz South Africa to reconsider their policies regarding warranty claims related to fuel contamination. Thank you for your attention to this matter. I look forward to seeing this issue addressed for the benefit of all consumers. Sincerely, Christopher Elijah
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