This is a real warning to all MB owners who experience an amber engine management light (EML) issue on their dashboard. The Chelmsford branch was extremely unprofessional in dealing with my case. Whilst they may provide a needed service to other car owners, their complete disregarding and lack of due diligence in carrying out the diagnosis and proposing the replacement and in handling my complaint afterwords is absolutely appalling. Lucky, another MB branch was very helpful and resolve the issue in a single visit in which I believe its service team did their due diligence. I would like to share my terrible experience from a customer perspective and hope it will help if any of you have an amber engine management light (EML) issue and suffer a similar experience. What Happened?In Jan 2023, the engine warning light turned on Amber on my Car's dashboard but the driving was totally fine;In Feb 23, my 1st visit to the MB Chelmsford branch for Diagnosis service re the warning light and paid £120 for the service. At the end of the visit, I was advised that nothing was wrong and the learning value was reset and the light was off. But within two weeks of driving, the amber light came back;In May 23 (due to the extra long booking waiting period), my 2nd visit to the MB Chelmsford branch for a further diagnosis. I was advised that the Mass Air Flow Sensor (MAFS) was faulty and that caused the Amber light. But they didn't have the part stock so asked me to wait for the delivery. They reset the learning value and the light was off on the day. But within two weeks of driving, the amber light came back;In Aug 23 (due to the extra long booking waiting period), my 3rd visit to the MB Chelmsford branch for the replacement of the MAFS. I paid £520.02 for the part and labour. The warning light was off after the replacement on the day. But within two weeks of driving, the amber light came back;In Nov 23, my 4th visit to the MB Chelmsford branch for a further diagnosis. In this particular visit, I requested the branch to have an extended check by a more experienced technician due to the previous 3 failed visits. However, I was advised at the end of the day that nothing was wrong but just a loose screw. The warning light was off on the day. But within two weeks of driving, the amber light came back;In Jan 24, I lost my confidence that the Chelmsford branch would ever fix this issue so my 5th visit to another MB branch for an independent view and check. I was advised that they carried out an extra smoke test and identified an air leak from a split seal ring on a turbo pipe. But I had to pay them for their diagnosis and the part replacement. I paid the amount and got the part replaced on the day. The branch staff advised me that they believed the MAFS was not necessary to be replaced by the Chelmsford branch as the real cause was the split seal ring. I was surprised that they told me about this but felt the staff were responsible for me as their customer. (I am glad the amber light hasn't been back since this visit!!).My request to MB: For the same issue, why should I, as the customer, pay the diagnosis service and repairs twice? Due to the fact of the EML keeping come back in a constant timing and pattern, I was not convinced the Chelmsford branch actually identified the true cause so requested the full refund of my 1st diagnosis and repairs payment.Then the nasty thing happened! The branch service manager completely denied any responsibilities and rejected the request by a few points but his main argument was ‘It is entirely feasible for a car to have more than one component/cause for the same fault’!!!??? He tried to offer £400 as ‘a goodwill gesture only’ at the same time. Of course, I rejected it. If MB apply this logic to their diagnosis practice, no one can really prove any misjudgements by their service teams whatsoever as they can always say there are 2 or 3 or 4 real faults to cause the same issue! I really felt sick about his reply and could not believe this is MB!For the same issue I had to pay MB for the diagnosis service twice and to pay for two different part replacement. This simply just can not be right. We should only need to pay for the diagnosis service once and MB should identify the real cause with that payment. I, as the customer, should only need to pay for the replacement of the real fault.MB Chelmsford had 4 chances to fix this issue but they have never resolved it while another MB Branch resolved this in a single visit. 4 visits means 8 trips to and back and means 4 half day's my times. Whoever is right or wrong in this dispute, the service manager's team didn't resolve the problem and the 4 visits did cause some inconvenience to myself. This was the fact. The service manager ignored all of these and his handling of this matter was truly ugly!
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