Here are some of our reader’s opinions of Mercedes-Benz dropping free scheduled maintenance:
The flexible service system (FSS) is dependent upon the oil level / oil quality sensing system. With the ML class action (oil sludge buildup), "decisions" by the FSS sensor on how long the oil can go for (it really varies, and over 12K sometimes),
My best guess would NOT be "dropping" the FSS, but rather, modifying it to go back to "every 7,500 miles" with a light that comes on much like BMW. The service would still be free, just more scheduled and regimented.
I don't believe that from a marketing standpoint there would be any viability to the rumor of dropping the FSS system, the market is simply too competitive to do that.
E
This is another step toward the ordinary for MB. Their reliability numbers of late have been shocking and very disappointing. Not only will this change (if truly implemented) keep me from buying a MB, but it will keep me from even looking at and test driving them. Now that Korean cars are better built than Mercedes, how long can the cache keep them afloat?
D. C.
Portland, OR
I think since MB is having these reliability problems, it is an ok idea to go back to the old fashion service system. I think the cars don't have to go in every 3000 miles, that's pushing more annoying, but I think every 5000-7000 miles would be better. If you drive 10000 miles a year, it goes in twice a year, seems like an ok deal to me.
Thomas F.
I just sold my Audi A4 and bought a 2004 Mercedes C230. The deciding factor for the Audi purchase in ‘00 was the free maintenance. The deciding factor in buying the Mercedes was the European delivery and the free maintenance. I like the Mercedes, but if the choice is paying for service or not, I will be back in an Audi. Bad move, Mercedes.
ME
I concur with your opinion that the possibility of MB dropping their comp.
factory servicing would have negative implications regarding their future sales. From a personal standpoint, the service record of my '00 E320 has been less than stellar, particulaily when compared to the record of my '01 Jag XJR.
I'm impressed by what I've seen so far of the CLS 500. However, if MB were to drop their factory paid service program, I will give serious consideration to the competitive manufacturers offerings.
BD.
Mercedes is incorrect if they are considering this. Their service records with our cars prove that service must be included. Please tell them that we would not purchase a car from them if this is revised.
RH
The idea that MB is considering getting rid of the free scheduled service is a disgrace. I have now owned my 2000 S 430 for 4.5 years. The car has been a money pit for me.
The airmatic suspension has failed twice. The ball joints have gone bad on both the front and the back. The lock system which I believe runs on a compressor has failed. The driver's vanity mirror light has failed. The list is endless. This is my first Benz after owning a Lexus.
The Lexus did not have 1 single issue for me. However, the problem for me is that the styling of the Mercedes is so much better.
Michael
After seeing some of the rumors on message boards, I am becoming even more concerned after seeing the possibility of Mercedes dropping their maintenance program addressed on Autospies. I for one, have a 2005 E55 on order. Needless to say, I will be taking my time in evaluating other options now before the car comes in. I was looking at an entirely different car in a slightly used 911 Turbo, but chose not to go that way since I would not have free maintenance. This changes my whole decision process, and will probably be looking at other cars come August unless I hear they are keeping the maintenance program.
T
I've owned a Mercedes-Benz since 1957 when I bought a used 1955 220a in Germany while there in the U.S.A.F. I've had one or several ever since but let me tell you, things have changed and not always for the good of the customer.
In 2000, I bought a S430 under the European delivery program. That was the first car from Mercedes I ever had that had the four year or 50000 mile maintenance program. I was very leery about changing oil only every 10000 miles or whenever the "computer" told me to. Well, in four years, I have just over 30000 miles on the car and it was in on maintenance three times at each 10000 mile interval ever thought the "computer" told me to go another 2000 miles or so. I couldn't care less about the maintenance program because I think it's a perk and that is about it. I change oil in my other cars at 3000 mile intervals. However, if they quit doing it, they must lower the price of the car.
Mercedes needs to put more workmanship back into the cars they build. It was nice to own one during the time the car was build by craftsman. Now days, it's really nothing but a mass produced car and has really, except of the "S" & "SL" series, became a people mover. If you can get into a Mercedes by putting down 28k, think again. It's nothing but a small shoe horn of a car that is not well build and you get what you paid for in spades. Mercedes has entered the mass produced car market. Even the S's, selling for close to 100k, are downgraded with a bunch of plastic inside. They will never go back to the mystic the car once bought back then and that is sad. Onward and upward is not always the best.
My opinion,
Erv M.
So. Cal.
I completely agree with autospies. MB is crazy. I own one MBZ and have considered buying another, but am concerned about the reliability of their cars, especially the new models. If they eliminate free scheduled maintenance, I will not buy one of their new cars.
Abe
Mill Valley CA
I couldn't agree more. For automobiles that cost more than a house, you would think they would go above and beyond to KEEP customers! The maintaince should be free for the life of the vehicle if still in possession of the original new owner. Now that's a selling point! Tim S.
R
My wife had a 2000 C230 and it was nothing but problems. Squeaks and rattles are ever presented regardless of how many times we brought the car back to the dealer to have them fix the problems. Check engine light just comes on for no reason and as usual the dealer couldn’t find what’s wrong with it. Imagine if I now have to pay for the ridiculously high price they charge for maintenance service? Forget MB and hello BMW!
Wayne
Trying to make more money is not a good idea. MB should keep there stuff free to stand behind there product if it breaks down then they have a Manufacturing problem and the quality will go away along with the customers. Terrible idea Maybe the Cadillac STS is a better idea, move over MB.
Coley
I agree with you....
How can a high line manufacturer even consider charging customers for an already expensive service given the marques reliability and, how do "they" expect to attract 30-40 something's who expect more for less, these people down load music for free... how can MB expect them to pay for servicing?
Good luck MB,
Vision
Hi, 001.
I think you missed the point of why MB would drop free scheduled maintenance. To save money and offer the maintenance, they had to limit the amount of service they delivered. So, they prettied the pig and put in a computer that “calculates” when you need service and marketed that as a benefit to the customer. It’s really a way of running the car until the oil is sludge. Everybody knows you have to have regular maintenance well beyond these “computed” settings.
Couple the poor maintenance most of the cars therefore get with the lousy build quality, and used MB’s are literally fall apart just after they come off lease. They compounded their quality problem with elongated service intervals and added cost. What dealer really does much more than change the oil and over-inflate the tires? Those long lists of items to be checked and adjusted in the owners’ manual are never obeyed. While the MB customers are sitting in their cushy waiting areas, lot boys who’ve just been promoted to oil changer are stripping the threads on the drain plug in the shop.
So, what to do? MB would rather have its quality reputation back. But doing that and offering free maintenance would cost too much. So, they have to end free maintenance. Bottom line: never buy a used MB or BMW that’s been maintained by the dealer under the “included” service. It’s like buying a luxury car that’s been used as if it were a New York City taxi.
(If you publish this comment, please do NOT use my email address, and please just sign is “Alex from Boston”).
Regards,
Alex N.
I never liked that brand particularly, I am a BMW die hard fan, technology, fun to drive, decent reliability.
This is proof of their poor quality, they have to checks those cars every week, to make sure will not give bad surprises.
Antonio D.
We acquired our first MB, a 2000 C230 Kompressor new, and the most impressive thing about the car is how impressed people are that we have a MB. Other than that, it has had more niggling problems than any American car we've ever owned. Our lease ends in a few months, and I was considering another C Class, but between the problems and having to pay for scheduled maintenance, I will not be considering a MB now. Consumer Reports indicates that the MB is one of the poorer cars from a problem standpoint. Thanks for the heads up.
Murray
The core value of Mercedes used to be excellent reliability and quality. I’ve owned many MB’s since 1981. Got them to buy back my last (and final S430) almost 2 years ago under the lemon formula. I had more problems with it than ALL of my previous MB’s. I now am the VERY satisfied owner of a Lexus LS430. It has all of the features found on the MB for $25K less and I don’t have to put up with Chevy Cavalier loaners for months at a time as it never is in the shop. MS makes over priced, under engineered, UNSAFE, lumps. It really is a shame as we really enjoyed our previous 2-S, 1-E, 2-SL and 2-SLK class cars. We were lent an MLK for 2 months when the S430 was in for repair. Now there is a real piece of crap! They should put a Chrysler badge on it and drop the price 30%. Funny thing is I also own a Hyundai (a DC affiliate) and find it to be one hell of a car for less than 1/6th of the price of the MB.
Steven
This rumor cannot be true. It would have to be one of the dumbest moves an auto company has made since the Cadillac Cimmaron. You guys are 100%
correct: It is already a risk pickin' up an MB when they have so many problems. If they're not gonna pay for maintenance, that will be another huge negative when cross-shopping BMW, Audi, etc.
O
Hi,
Could you please send me / write about the evidence MB has, that the flexible service system is affecting the longevity of the vehicles? I never could understand why one would wait 10,000 miles or so for the FIRST oil change, when I was taught that the first oil contains lots of bits of metal that flake off the brand new engine and it should be changed quite early.
Thanks,
David
Are you kiddn’ me!!!! We finally get an M-B dealership, waiting tell the end my lease before buying an M-B. Really like the sales and services guys. Even if it the C-Class Coupe that I want to buy (I really want the new SLK). But the biggest reason that I’m even looking at M-B over BMW is the free scheduled maintenance and a good warrantee. If they drop it, I guess I’ll drop M-B from the top runner on my next car purchase.
A.T.H.
I agree that dropping the maintenance is a stupid idea. I have a 2001 E-Class which has had its share of electrical problems since I got it. I also had to have the rack and pinion steering replaced. This is no time to be cutting back on maintenance. Extending the warranty is what they should be doing and making a big splash about as well.
Robert
WOW!
I currently own two MB and yesterday I was looking at a new one. Now I am going to look for a better deal at the other manufactures.
Russell
I just purchased my first Mercedes-Benz. It is a pre-owned E-320 that is almost out of warranty. One of the reasons I went to MB from BMW was the service. I have several friends that swear by the service level, and that is the sole reason they do not look elsewhere. I think that if MB does away with the scheduled maintenance inclusion, then people will look elsewhere. I would, probably, go to Audi. Just my 2 cents.
Jeff L.
MB really put themselves in a pickle. You would think that any person worth their salt knows that 12,000 per oil change is ludicrous, but MB made it that way obviously to keep their free maintenance costs low.
Wow, the "benefit" is so pitiful now, why bother dropping it? But, then again, representing to people that 12,000 miles is O.K. for an oil change is failrly insane. Maybe a decent discount program for service instead is the way to go . . . My two cents ...
DJM.
I have driven Mercedes for 32 years - but my current will be my last new Benz if the rumors are true.
John D.
Dear 001,
Someone needs to clean house at MBUSA. Mercedes "free scheduled maintenance" basically covers oil changes. Unlike BMW, who covers wiper blades, brakes, light bulbs, etc, MB does not. I recently took my wife's ML to our local MB dealership for FSS scheduled maintenance. They changed the oil, and informed me that the vehicle needed new front brake pads with only 22,000 miles on the odometer. $250.00 later, her ML had new brakes. MB's "free maintenance" is a great profit maker for MBUSA. Once they get you in, for your free oil change, they can then find other items that need "repairing", that are not covered by warranty. Further, it brings customers back to the dealership at least every 12,000 miles, which gives the dealers that have a clue (and there are not many that fall into this category), the opportunity to show their customer new models, in the distant hope that they will re-up with the brand. Another opportunity to get existing customers to buy/lease another Mercedes is usually passed up by dealers that give service loaners other than MB products. What better way to get you into a new Mercedes than to give a Mercedes service loaner? My dealer uses Enterprise. On my last visit for service, the Enterprise rental guy asked me how I like my Mercedes. I told him that I would be leasing a Lexus GX470 to replace the ML in a few months. He told me that many others had said the same thing. The bottom line is that Mercedes-Benz has been riding on a previously well earned reputation for quality and good customer service. Ever since they decided to try and be all things to all people, quality has declined, and customer service is no better than Kia. Many owners like myself have discovered that the Mercedes-Benz legend is no more than smoke and mirrors....So, like many others, I am voting with my wallet. Maybe when enough MB owners do the same, the arrogant management at MBUSA will be replaced.
S.C.
MB E500- Next car won't be MB if no service. BTW my car like many is an electrical nightmare
Gary
You are right. If MB thinks droping their free maintenance service will make purchasing an MB more attractive, they should immediately have a maintenance check at a mental hospital. I have a '02 C240 and looking back now, I would not have purchased it without the free service package. Maybe if MB drops all warranty coverage they can sell even more cars!
John R.S.
If MB dropped the maintenance program I would sell my car (2001 S600) immediately. The car has had many problems in the past few years and the only reason I still own it, is because maintenance is free.
Mark K.
I sure hope that this is a rumor only. We already have two MBs and today we are getting our third one (decided to get the Benz over BMW as the Bimmer dealers just won’t budge on the price while the MB dealers would)… if Mercedes stops the complimentary service, this would be our last merc for sure. As it is, I just found out that the brakes are not free just when it’s time to replace them. The sales person had just told us that “everything” is covered under warranty and maintenance… we had a BMW until last month and I know this for sure that BMW covers EVERYTHING… brakes, wiper blades and anything you want. We thought that it would be the same with Mercedes but it turns out that they don’t cover a lot of things like brakes, wiper blades, wheel balancing, tire rotation etc etc basically I figure that they don’t cover wear and tear while BMW does and that too, with a smile and easily available loaners… Mercedes makes really beautiful cars but their service really sucks and on top of that if they decide to take away whatever complimentary service they provide, this will definitely be a disaster for them and finally give me a good enough reason to not go for another Mercedes again.
P.S. I know it sounds crazy that I have three Mercs and still hate ‘em… no, the cars are awesome … it’s just the service…..
V
If Mercedes Benz really does eliminate the flex maintenance plan, this will be my last MB. Let’s face it, this is a really good selling point on a car that has had less than good reliability over the past two years. As you stated, are you guys crazy?
Roger R.
Atlanta
What do they mean by "mandatory service at 3000 miles"? Is this for an oil and filter change only like they foster with the Chrysler arm of their business or are they going to actually perform some service that we will get to pay for. It's a pain to do this. I don't buy into this 3000 miles/3 months oil interval schedule. This is the business model for Jiffy Lube and only lines the pockets of the oil companies. This was the interval when I was a teenager in the 60's. My daughter bought a new Mini S. It was delivered with Mobil One and free service. The catch is Mini's oil change interval is 10,000 miles or 1 year whichever occurs first. If Mini (BMW with a Chrysler engine) can warranty this and has no problems with this, what is the harm. If I am paying $54000 + for an E Class, and I have to drive at least 85 miles each way for service, I certainly don't want to worry about 3000 mile oil changes. This is just another profit center and a waste of my day.
RH
Valdosta, GA
I ABSOLUTLY AGREE , mb WILL LOSE CUSTOMERS, PEOPLE TODAY ARE LOOKING FOR VALUE IN ALL AREA'S.
Mike
I have own both Lexus and Mercedes and can say first hand that Mercedes's rationale for changing their approach to required maintenance will drive me definitely away. I currently have a '00 E320 AWD sedan I purchased used six months ago. A very nice car, but I have nagging small problems that I never had with two used Lexus ES300s I owned and one new RX300.
I am comtemplating leasing the new ML when its debuted and becomes available, but I may just look at the Lexus RX400h insteag.
Hugh S.
I own an '02 ML320 and '82 sl. The ML is the only one I have bought anywhere near new.
My thoughts: 1. With flexible service at 10k intervals, that is only 4 (possibly 5 free services) during the warranty period. All they really do is change the synthetic oil. Many owners (according to benzworld.org) are changing their own oil in-between (I bought the scandalously expensive extended warranty, so it's MB's engine for a long time). 2. Going from 4-5 years on the warranty costs very little. People who actually drive the things a few miles will still only get a 4 year warranty. 3. To me, the fact that MB is taking its sweet time replacing the current M-Class suggests something about that vehicle's profitability and/or what it really means to MB's strategy (oops, this is about warranties). 4. Reliability? The valet service, warranty, beautiful service areas, professional service advisors, and 3-pointed star all serve to manage the illusion; I only came out of denial when I filled out my JD Power survey last weekend and had to look at all the ridiculous repair work that had been accomplished (but some of it was done right the first time). This vehicle is a POS for what I paid/pay!! When you want to talk about cheap, think M-Class. When you want to talk about customer abuse, think Tele-Aid and Bose audio. I understand that people won't pay today what they paid for MB's in 1982 dollars, but I wonder if E and S are that much better?
The only thing keeping me out of a Cayenne is my waiting for that sweet manual 6 and a no-Bose option. Of course, the autospies advertiser who says he wants to sell Porsches but doesn't reply to emails won't be selling it to me. I know it's a transactional world, but don't rub my nose in it. Autospies is the best.
Ray S.
Dear Spies,
I already dumped my E430 disignio with niggling reliability problems for a brand new A8 loaded for a cheaper lease with a 3 month shorter term! This is my third Audi and I have always had good luck with them. The MB was a really nice car but for that money, the reliability was totally unacceptable. If they’re not going to include service, why would you ever buy one?
Bob
Essex Fells, N.J.
you couldn't be more correct in what you said. Something terrible, if not catastrophic has happened to the Mercedes brand. I don't think that any person who has done any research at all would buy one. For MB to change its warranty policy (eliminate the years of free service as now offered) is nothing short of suicidal, unless they figure that buyers who are "Mercedes people" have more money than brains will remain loyal, no matter what...kind of like Jaguar folks, I suppose. They may be right.
I really do like your publication, though, and do appreciate the fact that you are ahead of the curve.
Last year I bought the MB 430 CLK Convertible and I was deciding between that and the BMW 330 csi convertible…if it weren’t for the free mtce I would have probably gone with the beemer…its just a nice perk that will kill them if they take t away…if I was the other companies I would definitely not be following this same path
Andrew G.
This is my second ML, the first was a 2000 and now I have a 2003. It's not worth 40k+. The only good point is the free maintanance.My complaints are as follows.
1. The enterior integrety is very poor (squeeks,rattles and the fit and finish)
2. The ride is about as hard as you can get.
3. The upgraded music sounds great, it's just that you have to go the back of the suv, open a hatch unscrew the CD compartment unload the disc changer to change music
4. On a steep hill, it drifts backwards. Most suv's hold in place when you take your foot off the gas peddle…but not the ML. It rools back.
I was hoping that 2005 would bring about a complete transformation to the ML. But I think Mercedes is trying to ride off it's rep. That rep was years ago. >From that time to this they have LOST IT. Lexus, Volkswagen, BMW and the new Infinity are so far ahead of the ML. I won't be buying another one.
Auf Wiedersehen,
Vanessa
As a previous owner of 10 MB’s am now looking at the BMW. It is because of Mercedes Benz putting premiums on their cars.
Start thinking about the consumer Mercedes or we won't be buying your cars and get your dealers to stop putting premiums on your cars, this is a good way to drive your long-term buyers away!!
Frustrated from Chicago
I own two Mercedes have always owned Mercedes. If they do this I am out of here and on to another brand! If they have any brains and skills they would indeed extend the warranty to recapture customer belief in their product and its quality.
Robert S
I own two MB’s right now--a 2000 E320 and a 2003 E500. One of the reasons these cars were on my short list is because of the 4/50K free service. Without this perk, the MB is just another expensive vehicle, and it moves MUCH lower on my short list. Unlike in previous years, MB owners do not have unlimited funds to either buy or maintain a vehicle. No longer will I be willing to buy a vehicle in this category without the free service perk. Might as well buy Toyota or Honda (just bought our daughter a Honda Accord EX 4-door for $26,200 out-the-door and would HAPPILY do it again!) and not have to worry about service as these cars are about as bulletproof as they get nowadays. MB is certain NOT in that category. Let me just say that an E-class MB is NOT twice the car of a Honda Accord. And the cache of the tri-pointed star is waning.
I am looking to replace the E320 in about 12 months with, I was hoping, the newly redesigned MB S-series. My wife really wants that car. Take away the free service and I'm hopping, skipping and jumping to my nearest Lexus dealer with my sights set on a newly redesigned LS-whatever.
MB, this would be the DUMBEST move you've made, like EVER!!!
--Alex S., Jr.
MB:
That makes no real sense. I am not sure if it is the lack of a 3000 mile oil change and minor adjustments is the problem. I owned a 2000 E430 and it was the electrical failures and bugs that caused me to throw in the towel. The service interval could have been every 300 miles and it would not have helped prevent one electrical failure that I experienced. To add insult to injury, the folks at MB had a difficult time fixing most of my problems and the “fix” tended to be replacing the electrical components with rebuilt parts since MB did not supply new parts.
If this is true, it demonstrates how out of touch the folks at MB are with the consumer and what is wrong with the MB autos of recent vintage.
IHN