Grand Tourismo
Top Poster
As I understand not all roofs have a serial number?
Tiny blisters on roof
- Thread starter ClaireDe
- Start date
GeorgeG
Top Poster
Ditto.
funkyegg
Top Poster
Just came back Mercedes Epsom as they wanted to have a look at the serial number on the roof....well, they only took down the number on the C pillar and didn't want to remove the rubber seal from the roof to check if there is a serial number.
They will get back to Technical team in Milton Keynes with just the C pillar number so hopefully they won't insist on getting the number from the roof!
Sent from my Pixel 5 using Tapatalk
They will get back to Technical team in Milton Keynes with just the C pillar number so hopefully they won't insist on getting the number from the roof!
Sent from my Pixel 5 using Tapatalk
Grand Tourismo
Top Poster
I have been told categorically by MBUK that the following rules apply to any claim:
- MBUK will honour roof blistering issues on vehicles even after the official warranty period of the vehicle (3 years in the UK) has expired, subject to a successful MB dealer inspection
- Roof blistering claims will only be processed if your local MB dealer has inspected the roof and ascertained that no external influence has caused the defect in the paint system
- Successful claims will be processed by your local MB dealer directly. There is now a list of affected vehicle chassis numbers therefore your local MB dealer will not need to refer to MBUK for authorisation, thereby reducing the time taken in decision making
- Roofs that are replaced under a claim are warranted as a "replacement part" and as such fall under the MB parts guarantee of 2 years from installation
- All roof communication should now be made via your local MB dealer as they now have the tools to be able to process your claim succesfully
So in my opinion that is it all done and dealt with,
good job all involved on this great forum as well as the guys pushing the other side on Fb.
- MBUK will honour roof blistering issues on vehicles even after the official warranty period of the vehicle (3 years in the UK) has expired, subject to a successful MB dealer inspection
- Roof blistering claims will only be processed if your local MB dealer has inspected the roof and ascertained that no external influence has caused the defect in the paint system
- Successful claims will be processed by your local MB dealer directly. There is now a list of affected vehicle chassis numbers therefore your local MB dealer will not need to refer to MBUK for authorisation, thereby reducing the time taken in decision making
- Roofs that are replaced under a claim are warranted as a "replacement part" and as such fall under the MB parts guarantee of 2 years from installation
- All roof communication should now be made via your local MB dealer as they now have the tools to be able to process your claim succesfully
So in my opinion that is it all done and dealt with,
good job all involved on this great forum as well as the guys pushing the other side on Fb.
Spike
Member
Hello Friends,
A quick post to share experience with similar problem.
I don’t yet have a solution but I will update this post to let you know how it works out in the end.
My Marco Polo is a 2017 build. I purchased it used from Mercedes in Munich Germany (where I live at the moment). The purchase came with a 2 year extended warranty.
I recently noticed cracks on my rook which were not there beforehand (see attached pictures).
I have taken it into Mercedes and they have told me the damage will cost either EUR 2000 to repair or EUR 5000 to replace the roof.
I have told them I believe this should be covered by warranty and they are reverting to “head office” to see who will pay for the repairs.
Stay tuned!
Spike
Attachments
Hi all
Here is my contribution to this post
I live in France, and own a February 2019 Black MP Horizon which I bought in Germany (Stuttgart MB dealer) in September 2021, with 15 000km
I noticed a couple of blisters in the fall, but unfortunately and stupidly ignored them, as I was more worried about the possible cracks I had been reading about...and which made me buy a Warranty Extension at a MB dealer in Germany as my local French Dealer wouldn't sell me a Warranty Extension for an Imported vehicle....
In April 2021, I noticed many Blisters, too many for me to ignore this time. I called up MB to discuss the matter, and I was told that I should see with MB in Germany as I was now under the extension Warranty . I called up MB Germany, and was told that whatever default I was describing, wasn't covered by the Extension warranty, as it only covered Genuine MB parts (as opposed to Westfalia parts, ie, the roof) and that anyway the body work and paint were not covered...this was indeed written in the contract, in German.
I therefore went to my local dealer, in April 2021, he took pics, measured the paint thickness, and sent all of this to MB France asking for a complete roof change.
In June 2021, MB answered : not covered because of an outdated Factory Warranty. No further explanation.
I called the French Customer Assistance, in order to have the postal address to post a formal complaint. I had a very upsetting discussion with the guy over the phone who from what it seems, must be be paid to put off unhappy customers. I was told that whatever complaint I was going to file, MB had answered negatively and this would never change, whatever the type or content of the complaint I made...
This motivated me to build a case, and to have it send by a lawyer. So this is what I did :
I wrote a complaint letter, insisting on the fact that the MP was only very recently outdated of factory warranty (2 months), had low mileage (23000km), was bought in a MB dealer and that I had bought an extension warranty. I also used the Survey of this forum to prove that it was very well known and not so infrequent problem.
I also attached the survey, photos of the vehicle showing the blisters before the end of the factory warranty and other documents such warranty bought in Germany
My lawyer sent all of this to MB France and Maastricht Customer Service
One month later my local Dealer called me up to say that the roof was ordered because MB agreed for a total roof replacement.
I am happy about this but I am very upset by the fact that MB will refuse to make the repairs if you ask them 'nicely' but if you insist with a lawyer, they accept after all. What a disappointment on my side concerning MB, with their catch phrase : the best or nothing ...
So my advice is : do not hesitate to build your case and have it send by a lawyer, pretty sure it carries more weight than the usual 'customer complaint' we can write on their website.
Thank you to all of the members of this forum for the help provided with this matter, and specially for the survey available to us which I am sure helped prove my case
Here is my contribution to this post
I live in France, and own a February 2019 Black MP Horizon which I bought in Germany (Stuttgart MB dealer) in September 2021, with 15 000km
I noticed a couple of blisters in the fall, but unfortunately and stupidly ignored them, as I was more worried about the possible cracks I had been reading about...and which made me buy a Warranty Extension at a MB dealer in Germany as my local French Dealer wouldn't sell me a Warranty Extension for an Imported vehicle....
In April 2021, I noticed many Blisters, too many for me to ignore this time. I called up MB to discuss the matter, and I was told that I should see with MB in Germany as I was now under the extension Warranty . I called up MB Germany, and was told that whatever default I was describing, wasn't covered by the Extension warranty, as it only covered Genuine MB parts (as opposed to Westfalia parts, ie, the roof) and that anyway the body work and paint were not covered...this was indeed written in the contract, in German.
I therefore went to my local dealer, in April 2021, he took pics, measured the paint thickness, and sent all of this to MB France asking for a complete roof change.
In June 2021, MB answered : not covered because of an outdated Factory Warranty. No further explanation.
I called the French Customer Assistance, in order to have the postal address to post a formal complaint. I had a very upsetting discussion with the guy over the phone who from what it seems, must be be paid to put off unhappy customers. I was told that whatever complaint I was going to file, MB had answered negatively and this would never change, whatever the type or content of the complaint I made...
This motivated me to build a case, and to have it send by a lawyer. So this is what I did :
I wrote a complaint letter, insisting on the fact that the MP was only very recently outdated of factory warranty (2 months), had low mileage (23000km), was bought in a MB dealer and that I had bought an extension warranty. I also used the Survey of this forum to prove that it was very well known and not so infrequent problem.
I also attached the survey, photos of the vehicle showing the blisters before the end of the factory warranty and other documents such warranty bought in Germany
My lawyer sent all of this to MB France and Maastricht Customer Service
One month later my local Dealer called me up to say that the roof was ordered because MB agreed for a total roof replacement.
I am happy about this but I am very upset by the fact that MB will refuse to make the repairs if you ask them 'nicely' but if you insist with a lawyer, they accept after all. What a disappointment on my side concerning MB, with their catch phrase : the best or nothing ...
So my advice is : do not hesitate to build your case and have it send by a lawyer, pretty sure it carries more weight than the usual 'customer complaint' we can write on their website.
Thank you to all of the members of this forum for the help provided with this matter, and specially for the survey available to us which I am sure helped prove my case
Kiwi Ange
Active Member
Hey Grand Tourismo. That's a result. Was this via a telephone call or do you have any correspondence or references you could share...?I have been told categorically by MBUK that the following rules apply to any claim:
- MBUK will honour roof blistering issues on vehicles even after the official warranty period of the vehicle (3 years in the UK) has expired, subject to a successful MB dealer inspection
- Roof blistering claims will only be processed if your local MB dealer has inspected the roof and ascertained that no external influence has caused the defect in the paint system
- Successful claims will be processed by your local MB dealer directly. There is now a list of affected vehicle chassis numbers therefore your local MB dealer will not need to refer to MBUK for authorisation, thereby reducing the time taken in decision making
- Roofs that are replaced under a claim are warranted as a "replacement part" and as such fall under the MB parts guarantee of 2 years from installation
- All roof communication should now be made via your local MB dealer as they now have the tools to be able to process your claim succesfully
So in my opinion that is it all done and dealt with,
Grand Tourismo
Top Poster
Hi Kiwi Ange,
Most of that info came from a phone call with MBUK, their lead on this issue is a chap called Harry Clarke.
I may also have some mail confirmation, I will check and see what I can post on here.
Kiwi Ange
Active Member
Thanks for prompt reply. That would be amazing, thank you!
Grand Tourismo
Top Poster
Just bare, but a textured finish.
Kiwi Ange
Active Member
Here's what the underneath roof finish is like on ours. Ignore the cut which was done during the last round of rectification work by Mercedes.
The Rocket
Member
Found blisters on the roof of my Marco Polo, very disappointed. Not comforted by all the comments on here, only mention it to assist in people understanding this is likely to be more than the 5% mentioned. Only spotted it because I washed the vehicle myself. Not had it very long.
J
j200george
Top Poster
VIP Member
Does @Grand Tourismo ’s statement not hold true then?
what’s the latest on this everyone? I’ve got a 2019 marco polo that is now out of MB warranty and I’m sure I have a couple of very small bumps/ blisters on the roof.
Mark E Smith
Active Member
Had mine replaced at Blackpool Merc within warranty, tbh if its out of warranty I would not bother just a few little blisters who cares !
Are you serious? Why on earth should anyone put up with a defect such as this on a vehicle that costs so much.
My roof was replaced a few months ago. The blisters were so bad that the paint was peeling in places. Do you really believe that is acceptable?
My new roof also has begun to blister and I’m now awaiting a second replacement.
Carol
Top Poster
I completely with you on this , l mind MB UK has appalling after sales service , My 1st replacement had major bumps in it the day it was returned, there attitude was it fibre glass what do you expect, needless to say l rejected it immediately, my next roof blistered in the 1st frosts , just before my warranty ran out , that was reported Dec2021. Quite honestly l believe they are quite useless , l have to chase every 3 months and still waiting .
I think in the period of ownership l have only had a short period with a good roof , l even paid out for paintwork protection, so will be seeking some compensation when l finally get a new roof
J
j200george
Top Poster
VIP Member
I know the car is three years mechanical warranty (ridiculous these days) but isn’t the paint warranty something far in advance of this?
Have MB got around this by saying it’s not a paint defect?
I agree they need to take ownership of this and accept the issue is theirs to fix but let’s not let it taint ownership and all the great times and good things the van delivers. Idealistic maybe but life is so ridiculously short. Let’s try and enjoy being out there and using the thing and not letting issues like this eat us up.
Doubt if they were in the States we would see this issue unresolved and also can’t a paint specialist fix this? Or is it that there’s something utterly beyond repair in the fibreglass?
Have MB got around this by saying it’s not a paint defect?
I agree they need to take ownership of this and accept the issue is theirs to fix but let’s not let it taint ownership and all the great times and good things the van delivers. Idealistic maybe but life is so ridiculously short. Let’s try and enjoy being out there and using the thing and not letting issues like this eat us up.
Doubt if they were in the States we would see this issue unresolved and also can’t a paint specialist fix this? Or is it that there’s something utterly beyond repair in the fibreglass?
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