With me it’s more the ignoring my emails plus the fact that for nearly a year I have been getting messages on my phone app about the car being unlocked - when I’m driving it. Frequently going offline so that the app can’t connect to the car. All this was supposed to be fixed last year after I paid my dealer £100 to do it. Now silence. It’s **** annoying! I was so happy with my car when I bought it but it now squeaks and rattles like a bike I had in the 60’s.
Rant over - but it’s the being ignored that does it for me. Bad customer service.
Can confirm a similar situation with my vehicle and the Mercedes Me support service. They have a backlog which has been a couple of months of emails - seems a very downscaled department for this. I would previously have sent emails and received really basic non-relevant responses about a month or so later. The actual phone support just advised me to book it with a dealership. Seems like paying for smartphone integration and not having it activated for over four months is a consensus for a refund; not with Mercedes. Ended up DIYing various codings which the end user should never never have to do.
Eventually, I decided if the car is out of warranty - I might as well mess around with Xentry, and DTS Monaco and figure out how to resolve it. In addition, was able to unlock a lot of features and fix the HERMES module, although my system has been stuck on FreshUp3_4, I know FreshUp3_7 exists and FreshUp4, probably won't ever get the OTA.
If it was me, I'd keep the car offline with the non-functional HERMES module, activate carplay etc and let them do one. If there was a license fee associated with activating CarPlay - it seems that it is just a variant coding option unlocked (which the system will check online for the relevant params - and reapply the deactivation if done offline). If this is the case, well MB has certainly paid for the license when building each head-unit...
If anything the app doesn't sort out the issues with the car, mine is very bumpy compared to previous hatchbacks I've been on as well! Though I like the ride and the tech just not the noise
