[.Griff.]

Update time!

So I was back the my local MB service centre this morning as arranged. I dealt with two service employees so I'll refer to them as SE1 and SE2.

I arrived at 8.30 AM and spoke with SE1. He was VERY dismissive from the outset even though I was there two weeks prior and a service technician had been out in the car with me and heard the noise for himself. I informed SE1 that the noise was now more prominent, more frequent and that I'd done some research (thanks to you guys) and that there was a common theme of people reporting the same symptoms which went away after the rear-diff oil was changed.

I then informed him I'd be waiting and working out of their business centre which seemed to offend him for some bizarre reason and he was fairly insistent I go home and leave the car with them. I stood my ground and got my laptop out to work.

SE1 went away and came back an hour later asking more probing questions -

SE1 - "Does it only do it on full lock?"

Me - "No, it does it pulling away in a straight line or if the wheel is turned slightly."

SE1 - "I ask as you really shouldn't accelerate hard under full lock!" (He then proceeds to talk AT ME for about a minute about tyre skip and reversing on full lock which has nothing to do with the issue)

Me - "What are you talking about? You're the only one who mentioned "full lock" "

SE1 - "And this noise.. How do you describe it"

Me - "As I explained to you an hour ago when I arrived and as your service technician heard for himself. You could always speak with him?"

I then reiterated the research I'd done on here as well as the screenshots of other people having the same issue but he refused to look at them or engage with me instead telling me not to believe what I read on the internet.

At that point, he walked off and said he'd get the car looked at.

Three hours pass as I'm working but I occasionally check the MB app and I can see the car was taken on a test drive, then moved into the workshop for a couple of hours before another test drive.

At this point, I asked for an update from a different guy who walked past, SE2, who was much more pleasant and helpful.

To quote him -

SE2 - "We've taken advice from MB and flushed the rear-diff and changed the oil"

Me - "Oh great so there was an issue then? Did someone hear the noise on the test drive?"

SE2 - "I'm not sure about that but it's a "recognised issue" and MB has guidance on how we should fix it which is why we flushed the diff and changed the oil"

Me - "Ok that's great but any idea why your colleague insisted there was no issue?"

SE2 - "Erm......................"

Me - "Nevermind"

So there we have it. I was there almost 5 hours and had to stand my ground but it ultimately transpires that it's apparently a "recognised issue" with a MB-approved fix in place for it. Before I left I asked for some paperwork, or 'evidence' of what work was carried out to which they assured me they'd email me a copy. I'll chase this up next week if I don't have it by then.

I've only driven about 30 miles back home but there were plenty of opportunities to test and replicate the noise but so far - it's gone!

 

[veeeight]

Couldn’t make it up, could you!

Well done on standing your ground. This really is not good customer service, Nevermind great customer service.

Definitely does not meet expectations.

If you do get a service report, please do share it on here as to the work done. 👍

 

[.Griff.]

If you do get a service report, please do share it on here as to the work done. 👍

I anticipated you asking me which is why I requested it from them

I'll keep pestering them until I get something.

 

[Forrester]

Update time!

So I was back the my local MB service centre this morning as arranged. I dealt with two service employees so I'll refer to them as SE1 and SE2.

I arrived at 8.30 AM and spoke with SE1. He was VERY dismissive from the outset even though I was there two weeks prior and a service technician had been out in the car with me and heard the noise for himself. I informed SE1 that the noise was now more prominent, more frequent and that I'd done some research (thanks to you guys) and that there was a common theme of people reporting the same symptoms which went away after the rear-diff oil was changed.

I then informed him I'd be waiting and working out of their business centre which seemed to offend him for some bizarre reason and he was fairly insistent I go home and leave the car with them. I stood my ground and got my laptop out to work.

SE1 went away and came back an hour later asking more probing questions -

SE1 - "Does it only do it on full lock?"

Me - "No, it does it pulling away in a straight line or if the wheel is turned slightly."

SE1 - "I ask as you really shouldn't accelerate hard under full lock!" (He then proceeds to talk AT ME for about a minute about tyre skip and reversing on full lock which has nothing to do with the issue)

Me - "What are you talking about? You're the only one who mentioned "full lock" "

SE1 - "And this noise.. How do you describe it"

Me - "As I explained to you an hour ago when I arrived and as your service technician heard for himself. You could always speak with him?"

I then reiterated the research I'd done on here as well as the screenshots of other people having the same issue but he refused to look at them or engage with me instead telling me not to believe what I read on the internet.

At that point, he walked off and said he'd get the car looked at.

Three hours pass as I'm working but I occasionally check the MB app and I can see the car was taken on a test drive, then moved into the workshop for a couple of hours before another test drive.

At this point, I asked for an update from a different guy who walked past, SE2, who was much more pleasant and helpful.

To quote him -

SE2 - "We've taken advice from MB and flushed the rear-diff and changed the oil"

Me - "Oh great so there was an issue then? Did someone hear the noise on the test drive?"

SE2 - "I'm not sure about that but it's a "recognised issue" and MB has guidance on how we should fix it which is why we flushed the diff and changed the oil"

Me - "Ok that's great but any idea why your colleague insisted there was no issue?"

SE2 - "Erm......................"

Me - "Nevermind"

So there we have it. I was there almost 5 hours and had to stand my ground but it ultimately transpires that it's apparently a "recognised issue" with a MB-approved fix in place for it. Before I left I asked for some paperwork, or 'evidence' of what work was carried out to which they assured me they'd email me a copy. I'll chase this up next week if I don't have it by then.

I've only driven about 30 miles back home but there were plenty of opportunities to test and replicate the noise but so far - it's gone!

I would inform the MB UK ceo. Just cut and paste this largely and send it.

 

[.Griff.]

By way of a quick update - I've done some more driving since, probably 100 miles over the weekend, and the noise hasn't returned so I think you can add me to the expanding list of people who have had this symptom(s) and it's gone away after having the diff oil changed.

Still no paperwork but I'll chase that mid-week.

 

[Forrester]

By way of a quick update - I've done some more driving since, probably 100 miles over the weekend, and the noise hasn't returned so I think you can add me to the expanding list of people who have had this symptom(s) and it's gone away after having the diff oil changed.

Still no paperwork but I'll chase that mid-week.

Other A-Class models with 4 matic haven’t reported being so sensitive about diff oil change. I wonder why our model is. But it’s certainly worth remembering for the future.

 

[veeeight]

Other A-Class models with 4 matic haven’t reported being so sensitive about diff oil change. I wonder why our model is. But it’s certainly worth remembering for the future.

Post #27 & #28 in the rear diff oil change thread, April 2023:

A45s Magna manufacturer Rear diff & clutch packs.

 

[.Griff.]

If you do get a service report, please do share it on here as to the work done. 👍

 

[veeeight]

View attachment 13305

Thanks

Was hoping for a bit more detail, but hey ho!

 

[.Griff.]

Thanks

Was hoping for a bit more detail, but hey ho!

Likewise but that's all they would send me.

 

[veeeight]

Likewise but that's all they would send me.

Funny isn’t it.
On a service they list every item right down to the last washer, including screen wash

edit: Ahhhhh. Lookers Group.
They were much better when they were Drayton, before the takeover.

 

[Forrester]

Their system must have all the inventory details for ordering purposes. I wonder why they don't carry it across to the invoice.

 

[veeeight]

Quite. Without the itemised bill, how would you know if they have replaced the non-reusable drain plugs (2j and the non-reusable fill plugs (2)?

Or if they have used the correct rear diff clutch pack oil in both sides….

It suggests obfuscation to me, especially when they list every last washer on a service invoice!


Don’t think it’s worth the hassle of pursuing it with them though, if the car still has warranty just keep an ear out for the noise again, or any other strange rear diff behaviour.

 

[.Griff.]

Morning xxxxxxx,

Thank you for your courtesy call yesterday and the subsequent copy of the sales invoice.

However, on viewing the invoice it is somewhat ambiguous and lacks the usual detail(s) I would expect. From past experience if this had been a service or paid repair, I would expect to see every last item listed on the invoice (to the last washer and ounce of screenwash - for example). However, the copy you sent me yesterday doesn't contain any specifics at all.

So that I can be satisfied that the "recognised concern" was correctly triaged and addressed do you have any documentation evidencing what work was actually carried out. For example, I'm aware that when changing the rear-diff oil (rear diff clutch pack oil) MercedesBenz mandates a specific oil grade and the replacement of non-reusable drain screws and fill screws.I have no 'evidence' this was carried out.

I appreciate the work was carried out under warranty, and as a result, I didn't have to pay anything, but I would still expect the paperwork to be of the same standards and level of detail as that of a paid service or paid repair.

As a result, could you please provide an itemised service report or sales invoice confirming the work carried out and an itemised list of the parts used please? This is extremely important for my records.

Many Thanks,

James

 

[veeeight]

Well done. 👍

Let’s see what excuse they come back with! 😂

 

[Forrester]

Very polite email. You'll probably get: "thank you for your feedback" 😂

 

[.Griff.]

Hello James, unfortunately as this is a warranty repair we are not aloud to give you the warranty invoice so that’s why I gave you what we had done which was the rear differential oil change.

The spelling error is on their side. I just copy/pasted it verbatim.

 

[Theo]

That's BS, they ought to have sent you the list of items and the work that was carried out in detail. When my rear pump failed in August 2021, they replaced it under warranty and here's what the invoice says, I'm gonna translate it for you (I'm only posting the code and description columns):

00541011 ........................ Quick check
00070641 ....................... Checked engine components based on fault code
00474100 ....................... Fuel tank removed and reinstalled
00475162 ....................... In-tank fuel pump replaced (after inspection)
A2474707800 ................ Fuel pump (genuine Daimler part)
A0259971845 ................ Fuel pump o-ring (genuine Daimler part)
EXL-00000011 ............... BP Ultimate 100 Active

The last item is the BP 100 RON fuel they put in the empty tank after it was cleaned and that's the only item I was charged for.

 

[.Griff.]

Part of me is tempted to drop it and move on - After all, there are better things in life to worry about.

That being said, given the less-than-stellar service I received at the dealership I contacted MB UK this morning and they agree that the document above is poor. They're picking up the baton on my behalf and will ask/instruct the dealership to provide me with a proper breakdown of the work carried out.

I don't anticipate an immediate resolution but at least I've had a moan and someone at MB UK appeared sympathetic to my cause.

 

[veeeight]

Good work!

Lookers Group are sub-par in my experience so far, apart from a couple of individuals that I’ve known from the Drayton Group days - who go out of their way to provide excellent customer service.

PS. Is there an “AMG Pit Crew” number on a sticker on your driver door sill?

Apparently that’s a dedicated AMG customer service team you can call …..