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E-mail sent to Mercedes Benz Customer Service on Sunday 25th Jan 2015.
WIP No. 40270
Job No. 120123.
Vehicle. 2013 Smart Fortwo Reg No........
I had a 20,000 mile service conducted on my vehicle yesterday Saturday 24th Jan 2015 at Smart Stevenage.
When I picked the vehicle up I was pleased that the service had been done, a faulty mirror replaced and the vehicle was valeted.
I drove it home from Stevenage to Luton and parked it up. Due to my weekly commute to my job in Plymouth, averaging over 600 miles a week, I always check the car over carefully on the Sunday, checking fluid levels etc. Coolant level was fine and you had refilled the screen wash (thank you), but the oil level seemed to way way up the dipstick ?
I started the engine and went for a short drive to get it up to operating temperature, then I checked the oil again and it was still about 2" above the max level !
Not only that but the oil was really black and very sooty, not what I would expect it to look like if it had been changed ?
In normal circumstances I would have just parked the car and told you to recover it, however I have to leave for work at 4:50am Monday morning and don't have alternative transport.
Luckily being a car and motorbike enthusiast, I have a garage full of service equipment, so I was forced to pump out nearly two litres of thick black oil (pictures attached) until the level was down to the top of the dipstick max marker.
This presents us with three possible scenarios ?
1/ The mechanical completely overfilled the engine with oil and didn't bother to check the dipstick level, risking engine, turbo, catalytic converter and DPF damage.
2/ The mechanic forgot to drain the oil (there is evidence that the oil filter was changed) and just added the new oil without checking the level.
3/ The mechanic partially drained the old oil leaving about 2 litres in and then added the new oil to overflow without checking the level.
Given my 40 odd years experience with all types of engine, it is my opinion that scenario number two is the most likely !
However needing to drive nearly 300 miles very early Monday morning and not satisfied that the oil was now in a serviceable condition. I felt that I had no option but to change all the oil as shown in the attached pictures.
Now obviously I realise any evidence of mistake, incompetence, malpractice or subterfuge has now been eliminated.
However I feel that I must draw this matter to your urgent attention because :
A/ My frustration at paying a not insignificant £326.06 for a service and then having to spend my own time and money rectifying your significant errors.
B/ If my vehicle had suffered significant engine damage or breakdown, how could I have proved that it was not my fault but yours ?
C/ This could happen to other vehicles you service, resulting in significant loss or may be even accident.
To summarise, you should and must better, anyone can make an mistake and we are not talking rocket science here, but it is unforgivable not to check that the job has been done properly and safely.
This is NOT the level of service I expect from Mercedes Benz.
Yours in frustration
Long Distance Cdi.
Had a phone call from Mercedes Benz Customer service yesterday Wednesday and they said there is nothing they can do because there is no evidence !
Further more the dealer isn't going to do anything
Well I am starting to think that I will be glad when the warranty runs out and I can do all my own servicing.
WIP No. 40270
Job No. 120123.
Vehicle. 2013 Smart Fortwo Reg No........
I had a 20,000 mile service conducted on my vehicle yesterday Saturday 24th Jan 2015 at Smart Stevenage.
When I picked the vehicle up I was pleased that the service had been done, a faulty mirror replaced and the vehicle was valeted.
I drove it home from Stevenage to Luton and parked it up. Due to my weekly commute to my job in Plymouth, averaging over 600 miles a week, I always check the car over carefully on the Sunday, checking fluid levels etc. Coolant level was fine and you had refilled the screen wash (thank you), but the oil level seemed to way way up the dipstick ?
I started the engine and went for a short drive to get it up to operating temperature, then I checked the oil again and it was still about 2" above the max level !
Not only that but the oil was really black and very sooty, not what I would expect it to look like if it had been changed ?
In normal circumstances I would have just parked the car and told you to recover it, however I have to leave for work at 4:50am Monday morning and don't have alternative transport.
Luckily being a car and motorbike enthusiast, I have a garage full of service equipment, so I was forced to pump out nearly two litres of thick black oil (pictures attached) until the level was down to the top of the dipstick max marker.
This presents us with three possible scenarios ?
1/ The mechanical completely overfilled the engine with oil and didn't bother to check the dipstick level, risking engine, turbo, catalytic converter and DPF damage.
2/ The mechanic forgot to drain the oil (there is evidence that the oil filter was changed) and just added the new oil without checking the level.
3/ The mechanic partially drained the old oil leaving about 2 litres in and then added the new oil to overflow without checking the level.
Given my 40 odd years experience with all types of engine, it is my opinion that scenario number two is the most likely !
However needing to drive nearly 300 miles very early Monday morning and not satisfied that the oil was now in a serviceable condition. I felt that I had no option but to change all the oil as shown in the attached pictures.
Now obviously I realise any evidence of mistake, incompetence, malpractice or subterfuge has now been eliminated.
However I feel that I must draw this matter to your urgent attention because :
A/ My frustration at paying a not insignificant £326.06 for a service and then having to spend my own time and money rectifying your significant errors.
B/ If my vehicle had suffered significant engine damage or breakdown, how could I have proved that it was not my fault but yours ?
C/ This could happen to other vehicles you service, resulting in significant loss or may be even accident.
To summarise, you should and must better, anyone can make an mistake and we are not talking rocket science here, but it is unforgivable not to check that the job has been done properly and safely.
This is NOT the level of service I expect from Mercedes Benz.
Yours in frustration
Long Distance Cdi.
Had a phone call from Mercedes Benz Customer service yesterday Wednesday and they said there is nothing they can do because there is no evidence !
Further more the dealer isn't going to do anything
Well I am starting to think that I will be glad when the warranty runs out and I can do all my own servicing.
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