Both rear seat belts failed simultaneously when my parents got in back of car. Took car to Mercedes Benz Loughton where I got car new expecting it to be dealt with under warranty as car only 1 year old. Initially they accused me of vandalism. They subsequently alleged "driver error as I had put the rear seats down and up for the first time during the previous week and gave me an estimate of £480 to supply and fit new belts.
I insisted on seeing a manager who ordered the parts for the following Tuesday. They said it could be dealt with on 23/07. I complained to MB chief Exec in Germany and two senior managers at MB UK. The manager from MB Loughton called to say it could be done following Monday. (I assumed under warranty). I could not make the Monday as moving flats that day. Went in on the Tuesday and waited 4 hours whilst they did the job.
When they had finished I was presented with a bill of more than £600.00 for the seat belts and an airbag wire which they said I had also vandalized/broken. When i refused to pay they threatened to keep the car. I am disabled so the car is essential to me. I reluctantly paid by Barclaycard to get my car and stopped the payment almost immediately I managed to retrieve the damaged seat belts before they went "missing".
The customer services agent was not aware that MBUK wanted photographs taken of the belts and repair. The MB Loughton manager has since advised me that photographs and the belts(?) were sent off or examination and they still maintain "driver error and would not be dealt with under warranty.
I am now scared to use the car as a hatchback as I can't afford £600.00 every time I put the seats down. It seems obvious that there is some sharp edge in the seat mechanism which guillotined the belts (product defect which will inevitably have fatal consequences. I have reported it to DVSA as a recall could be necessary?
Both rear seat belts failed simultaneously when my parents got in back of car. Took car to Mercedes Benz Loughton where I got car new expecting it to be dealt with under warranty as car only 1 year old. Initially they accused me of vandalism. They subsequently alleged "driver error as I had put the rear seats down and up for the first time during the previous week and gave me an estimate of £480 to supply and fit new belts.
I insisted on seeing a manager who ordered the parts for the following Tuesday. They said it could be dealt with on 23/07. I complained to MB chief Exec in Germany and two senior managers at MB UK. The manager from MB Loughton called to say it could be done following Monday. (I assumed under warranty). I could not make the Monday as moving flats that day. Went in on the Tuesday and waited 4 hours whilst they did the job.
When they had finished I was presented with a bill of more than £600.00 for the seat belts and an airbag wire which they said I had also vandalized/broken. When i refused to pay they threatened to keep the car. I am disabled so the car is essential to me. I reluctantly paid by Barclaycard to get my car and stopped the payment almost immediately I managed to retrieve the damaged seat belts before they went "missing".
The customer services agent was not aware that MBUK wanted photographs taken of the belts and repair. The MB Loughton manager has since advised me that photographs and the belts(?) were sent off or examination and they still maintain "driver error and would not be dealt with under warranty.
I am now scared to use the car as a hatchback as I can't afford £600.00 every time I put the seats down. It seems obvious that there is some sharp edge in the seat mechanism which guillotined the belts (product defect which will inevitably have fatal consequences. I have reported it to DVSA as a recall could be necessary?
- Lawrence T., london, UK