CB Car Dealers Mercedes-Benz International cla 200

Mercedes-Benz International review: cla 200 1

Diana Chew of MY

Nov 02, 2019 10:18 pm EDT

Verified customer

I am Diana from Malaysia.
I am writing to you as we did not manage to get our msg through to mercedes benz malaysia.
As an owner of a Mercedes CLA I am fully dissapointed with their service and maintenance. Our car was fully serviced by Cycle and Carriage Damansara Kuala Lumpur all these years...but right after the warranty period, the car start to have problem.

First, radiator broken few months right after the warranty period.

2 months ago due water leaking we sent the car back for checking, sent in on thursday, and they promised it can be ready by saturday then they forgot about us. We have to call monday to follow up then only they promised tuesday we can collect the car. The car was only sent in for service in august.

After we collect the car, we saw that one of our front light is soak with water, when we sent them our lights were fine. Then they ask us to return the car for checking again, and it took 2 weeks and ask for RM 8000 to replace one light which was not our fault. After some argument they agreed to replace at their own cost. As we are unhappy with the service so we ask to see the manager for the service department but we were being push around and not being able to make a complaint to the right person.

Last week, we drove back to Penang to celebrate my brother's birthday, but on the way back we realised that the car is not picking up after 110km/hour but there were no error message so we stop to check the car. Only to found out that intake hose is broken with a big hole. But since the car has no error signal or message and temperature was normal we decided to go back Penang and send for checking the next day. However before we reach Penang, waze directed us to turn into Jawi because of heavy traffic...only when we were in bright area we realised the car emissed so much dark smoke from the exhaust pipe and engine was trembling when we were stopping at traffic lights. So we immediately stop the vehicle and checked the car again, still the car temperature meter indicate that the temperature is normal and no error msg pop up. So we call for towing as we are afraid after we feel the heat from the engine. As it is a long weekend and it is night time, traffic jam, raining and flood we waited for 2 hours for the tow truck to come. And because of this we missed my brother's birthday.
We did not have it tow to mercedes this time as we wanted a quick fix but to a trust worthy friend's workshop. After inspection, we were told turbo is not working, intake hose broken, black oil almost emptied and something about the plug also way overdue but was not replaced, engine overheated.
I can't express my anger and dissappointment enough here. We sent our car to Cycle and Carriage Damansara all this while even though is after warranty period is that we trust that they know the car system well and we trust them with our safety in maintening and servicing the car. Only now we realised that the car is so badly taken care of. They kept emphasizing safety, but they did not check it properly before returning the car to us. The engine already overheated but no signal at all. We were lucky enough to turn into Jawi to realise the car was in such a bad shape and stop immediately. Or else what could have happen? I hardly complaint about things...but this is very bad...the worst experience I have owning a car.
Besides a CLA i also owned a Hyundai, if we are to compare their service to mercedes, i have to say mercedes sucks.
As a luxury brand and charging a premium, but the service given to us is like selling a cheap car.
What i really think happen is, the cars are too high technology and they sold too many units, but they dont have enough skilled foreman to service them, that is why the car is they are always rushing and did not have it check properly.
For a tyre replacement, we also need to leave the car for one week.
We at least have 4 run flat tyre change a year, as the road condition in Malaysia is horrible. Can u imagine how inconvenience it is for us?
We also had an accident once, and car was send back to Hap Seng Star for repair, car was towed there, they left it there for a month and forgotten about it, until we called to check what is the repait status!
Is not that bad?

Everytime before we send for service appointment have to made a month ahead.

Mercedes, Pls review your SOP for servicing, I understand that CLA is one of the lowest class in your product line, but as a renowned brand and the expensive labour charges, I expect better quality in terms of services.

1 comments

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jonibreavofgfgfgfg

3 comments

jonibreavofgfgfgfg of US

Nov 06, 2019 3:18 am EST

@diana, MB already kept their part of the deal by honoring the warranty. After warranty period over, you either have to bear all the consequences of repair cost OR get another new car. They are so many high mileage MBs on the road and these 'old' MBs are still doing fine. If you want to keep your CLA, you must change your mindset from being a pampered 'new car owner' to a knowledgeable and street-smart 'old' MB owners. They are so many highly-skilled, competent and honest MB mechanics out there for you to explore. You can also change your tires in any of the more established tire shops in less than 1 hour. Peace.

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