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Siwynne



Member Since: 04 Nov 2016
Location: West lancs
Posts: 578
England 
Proper customer service
Over Christmas an slk 280 we have failed its mot. I have only owned the car three years The car is a summer car and rarely used. It’s is 18 years old with over 100k on it It failed on a rusty rear subframe. A possible 4k bill
Mercedes are replacing the subframe under warranty, have collected the car and are delivering it back to me. How good is that

Considering we couldn’t even get LR to recognised the problems with front axels
Post #1026681 3rd Mar 2024 2:06pm
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Ianb



Member Since: 25 Oct 2023
Location: Devon
Posts: 391
United Kingdom 1998 Defender 110 300 Tdi HT Alaska White
Surprised a manufacturer would want anything to do with a vehicle thats 18years old! But thats great that they have done, especially as you say it's at least 2nd hand etc

I wonder if perhaps LR's - Defenders at least were designed as utility style vehicles, designed for heavy usage etc, therefore "need one? Well buy one and buzz off out the door with your workhorse and come back in decades when it's properly broken and buy another", compared to Mercs which were more designed as higher end, refined etc...certainly by comparison anyway! Laughing The Yeti - 110 Camper https://www.defender2.net/forum/topic90308.html
Youtube - https://www.youtube.com/@YetitheDefender
Instagram - https://www.instagram.com/yetithedefender/
Post #1026683 3rd Mar 2024 2:31pm
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Screbble



Member Since: 26 Apr 2015
Location: Lancashire
Posts: 2098
United Kingdom 2004 Defender 90 Td5 XS CSW Zambezi Silver
Re: Proper customer service
Siwynne wrote:
Over Christmas an slk 280 we have failed its mot. I have only owned the car three years The car is a summer car and rarely used. It’s is 18 years old with over 100k on it It failed on a rusty rear subframe. A possible 4k bill
Mercedes are replacing the subframe under warranty, have collected the car and are delivering it back to me. How good is that

Considering we couldn’t even get LR to recognised the problems with front axels


That is literally outstanding customer service. They simply didn’t have to do that - but obviously it’s great that they did 👍
Post #1026684 3rd Mar 2024 2:35pm
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Procta



Member Since: 03 Dec 2016
Location: Sunderland
Posts: 5165
United Kingdom 
i am surprised that they still supported it, due to age. Shows that they have pride in their products no matter what age it is. Thumbs Up Defender TD5 90 ---/--- Peugeot 306 HDI hatch back

Success is 90% Inspiration and 4 minutes Preparation # you can make it!
Post #1026716 3rd Mar 2024 5:56pm
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ickle



Member Since: 22 Jul 2010
Location: South Vendee
Posts: 1780
France 2008 Defender 110 Puma 2.4 CSW Alpine White
a quick scan on the various Merc forums and it seems its not unusual - the rot and the free replacements, sometimes with a 6 week courtesy car thrown in!

Shame JLR don't copy their example
Post #1026721 3rd Mar 2024 6:44pm
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Ianb



Member Since: 25 Oct 2023
Location: Devon
Posts: 391
United Kingdom 1998 Defender 110 300 Tdi HT Alaska White
I'm guessing it's not a service extended to their Vito or Sprinter range... The Yeti - 110 Camper https://www.defender2.net/forum/topic90308.html
Youtube - https://www.youtube.com/@YetitheDefender
Instagram - https://www.instagram.com/yetithedefender/
Post #1026727 3rd Mar 2024 7:23pm
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ickle



Member Since: 22 Jul 2010
Location: South Vendee
Posts: 1780
France 2008 Defender 110 Puma 2.4 CSW Alpine White
I expect only the V class!
Post #1026731 3rd Mar 2024 7:45pm
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AMBxx



Member Since: 24 Jul 2016
Location: York
Posts: 1031
United Kingdom 2015 Defender 110 Puma 2.2 XS CSW Orkney Grey
Ianb wrote:
I'm guessing it's not a service extended to their Vito or Sprinter range...

Nor the A class. Our rattly, new A went back and forth. Gave up after 2 years and took the depreciation hit. Now a happy BMW owner.
Post #1026749 4th Mar 2024 6:20am
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HK07



Member Since: 15 Dec 2016
Location: Hampshire
Posts: 746
England 2007 Defender 90 Puma 2.4 HT Cairns Blue
Re: Proper customer service
Siwynne wrote:
Over Christmas an slk 280 we have failed its mot. I have only owned the car three years The car is a summer car and rarely used. It’s is 18 years old with over 100k on it It failed on a rusty rear subframe. A possible 4k bill
Mercedes are replacing the subframe under warranty, have collected the car and are delivering it back to me. How good is that
⁹
Considering we couldn’t even get LR to recognised the problems with front axels


Thanks for posting this, I'm very interested to know more. I have a 25 year old SLK with 21k miles on it, no idea what the subframe is like, how did you know MB would fix this under warranty?

At first when I read this I thought perhaps it was an April Fools Joke.

Many thanks again. 2007 90 Puma - Love it - Best car I have ever owned.

1989 Ninety 200tdi - Love it - Second best car I have ever owned.

1951 80" Series 1 - Love it - Third best car I have ever owned.
Post #1026799 4th Mar 2024 2:19pm
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Siwynne



Member Since: 04 Nov 2016
Location: West lancs
Posts: 578
England 
It was suggested by the mot tester as he had heard of many CLK subframe replacements. Apparently according to the MB service reception SLK have to go to MB for approval CLK just get done no questions asked. I’m still smiling about it. Mrs has said she would consider a Merc daily driver on the back of the customer service experience. She is currently in a new defender 90 hse and has been mucked around getting her second key.
Post #1026887 4th Mar 2024 10:46pm
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90 Dreamer



Member Since: 13 Jul 2019
Location: Oop North
Posts: 2148
United Kingdom 2016 Defender 90 Puma 2.2 HT Corris Grey
they might be decent for older stuff but brother had a terrible list of failures & experience with a C63.....
Post #1026922 5th Mar 2024 10:35am
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spudfan



Member Since: 10 Sep 2007
Location: Co Donegal
Posts: 4655
Ireland 
Re: Proper customer service
Siwynne wrote:
Over Christmas an slk 280 we have failed its mot. I have only owned the car three years The car is a summer car and rarely used. It’s is 18 years old with over 100k on it It failed on a rusty rear subframe. A possible 4k bill
Mercedes are replacing the subframe under warranty, have collected the car and are delivering it back to me. How good is that

Considering we couldn’t even get LR to recognised the problems with front axels

They have been replacing the subframes over here two irrespective of age of the car, no quibbles. 1982 88" 2.25 diesel
1992 110 200tdi csw -Zikali
2008 110 2.4 tdci csw-Zulu
2011 110 2.4 tdci csw-Masai
Post #1026932 5th Mar 2024 1:34pm
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drakes



Member Since: 09 Oct 2009
Location: Hexham
Posts: 111
United Kingdom 2004 Defender 90 Td5 HT Auto Belize Green
My SLK 350 2007 had the subframe replaced FOC by Mercedes including all the associated fixtures and fixings and a friend of my had his 2004 one done FOC as well
Post #1028030 14th Mar 2024 1:44pm
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