Purchasing a Mercedes-Benz is often the culmination of a long-held aspiration, a symbol of luxury and engineering excellence. For many, the dream becomes a reality when they finally acquire their own piece of German automotive prestige. This was the case for one owner who was gifted a beautiful, low-mileage 2009 Mercedes C350. The car, with its sleek design and promised driving dynamics, seemed perfect. However, the initial joy quickly turned into a cascade of frustrations as a series of issues surfaced, compounded by a disappointing experience with dealership service.
Within just three months of ownership, the 2009 Mercedes C350 began exhibiting a range of problems that seemed uncharacteristic of the brand’s reputation for quality. The sheer number of faults in such a short period was startling, exceeding the combined issues experienced with five previous cars owned by the same individual. The list of grievances was extensive and concerning:
- Command System Malfunctions: The central command screen, a key interface for many vehicle functions, became unreliable, failing to respond consistently, and exhibiting erratic opening and closing behavior.
- Window Operation Problems: The driver’s side window developed issues with full closure, and the automatic closing feature ceased to function, raising concerns about security and weather sealing.
- Interior Trim Defects: A crack appeared in the wood trim on the driver’s side after a cold night, suggesting potential material quality or assembly issues.
- Audio System Degradation: Two speakers began to produce rattling and distorted sounds, significantly impacting the audio experience within the cabin.
- Exterior Trim Disintegration: The chrome trim on the cup holder started peeling and eventually detached, detracting from the interior aesthetics.
- Component Failure: The cover of the number “4” button, crucial for phone input, simply crumbled and fell off during normal use, highlighting potential weaknesses in the materials used for interior components.
- Headlight Condensation: Visible condensation formed inside the front xenon headlights, a cosmetic issue that can also indicate potential sealing problems and long-term damage.
- Satellite Radio Failure: The satellite radio system stopped working after a routine visit to the dealership, suggesting a possible unintended consequence of service procedures.
- Transmission Jerking: The gearbox exhibited rough and jerky shifts, particularly between first and second gear under moderate acceleration, reminiscent of older, less refined transmissions.
- Engine Noise on Cold Start: A distinct clicking sound emanated from the engine upon cold start, believed to be related to bearing issues in the M272 engine, a known concern that tends to become more pronounced with increasing mileage.
This extensive catalog of problems painted a picture of a 2009 Mercedes C350 plagued by quality control issues. Seeking resolution under the factory warranty, the owner turned to a local Mercedes-Benz dealership, Fletcher Jones of Las Vegas, only to encounter further disappointment in the realm of customer service.
The initial contact with Fletcher Jones was less than welcoming. The owner was informed that, due to not having purchased the vehicle at that specific location, a loaner car would not be provided during service. This policy stood in stark contrast to experiences with other brands, including BMW, VW, Honda, and even Hyundai, where loaner vehicles were routinely offered. This initial hurdle prompted a call to Mercedes-Benz USA (MBUSA) for assistance.
To their credit, a representative at MBUSA, Kristan, acknowledged the dealership’s unaccommodating stance and intervened. After reviewing the extensive list of issues, Kristan contacted another Fletcher Jones location, securing a loaner vehicle and assurances that the problems would be addressed. However, the experience at the service department itself was far from reassuring.
Upon arriving at the dealership for the service appointment, the sheer volume of waiting customers was striking, resembling the bustling atmosphere of a busy weekend on the Las Vegas Strip. Despite the chaotic scene, the owner proceeded to meet with the assigned “certified MB technician.” Presenting the list of issues, it became apparent that the technician was not fully engaged. Requests to examine specific concerns, such as the engine clicking sound and transmission issues, were met with dismissive assurances that the “certified team” would handle everything, without any actual inspection of the vehicle. Even attempts to provide a high-definition recording of the engine noise were brushed aside, with the technician becoming defensive and emphasizing the supposed quality of the car and the expertise of his “team.” Despite reservations, the owner reluctantly left the 2009 Mercedes C350 for what was expected to be a professional diagnosis and repair.
Three days later, the dealership contacted the owner to pick up the vehicle. The “Tech” reported that some of the more obvious issues, such as the cup holder, command system, and window problems, had been addressed. However, the explanations provided for the more complex and potentially costly issues were deeply unsatisfactory and raised serious doubts about the thoroughness and honesty of the service.
Regarding the headlight condensation, the explanation was that it was a “natural phenomena” occurring with weather changes. This was dismissed as implausible, given that none of the owner’s five previous vehicles had exhibited this “natural” feature.
The clicking sound on cold start was attributed to “normal sound coming from the fuel injectors.” This explanation was also deemed dubious, especially considering the widespread knowledge of potential bearing issues in the M272 engine and the severity of the noise, which sounded more akin to engine damage than normal injector operation.
Finally, the transmission jerking was dismissed with “we didn’t see nothing wrong, this is regular operation.” This contradicted the owner’s experience of rough shifts and unusual noises under load, suggesting a potential unwillingness to acknowledge or address a more significant transmission problem.
Feeling unheard and deeply dissatisfied with the dealership’s dismissive approach, the owner decided to escalate the matter to MBUSA, seeking answers and resolution. An attempt to submit documentation, including a recording of the engine noise, via email was thwarted by the lack of attachment options and readily available contact information for MBUSA management. An email inquiry was sent, requesting guidance on how to proceed.
A phone call was eventually received from Olivia, purportedly a manager at MBUSA’s CRM department. However, repeated attempts to connect and communicate effectively proved challenging. Olivia’s calls consistently arrived during work hours, and despite the owner’s stated preference for email communication and specified availability, contact remained sporadic and unproductive. Weeks of phone tag ensued, highlighting a significant disconnect in communication and customer service responsiveness from MBUSA.
After a month of frustrating back-and-forth, the owner resorted to contacting the CEO of MBUSA, Stephen Cannon, directly, after considerable effort in locating his email address. While a direct response from the CEO was not received, Olivia from MBUSA contacted the owner again. However, this interaction proved to be yet another disappointment. The owner described being met with an “unbelievably dry and ostentatious manner” and informed that MBUSA held no real authority over independently operated dealerships. When questioned about why MBUSA was contacted instead of returning to the dealership, the owner explained the lack of resolution and dismissive treatment received from Fletcher Jones. Despite this, the MBUSA representative reiterated that diagnosis and resolution were solely the dealership’s responsibility. Attempts to provide evidence, including the engine noise recording and the opinion of an independent Mercedes technician confirming bearing issues, were dismissed. The MBUSA representative argued that online forums were unreliable and only “certified MB technicians” were qualified to diagnose the problem. Eventually, another appointment at a Fletcher Jones dealership (potentially with a loaner) was offered for re-examination of the claims, leaving the owner feeling unheard, unsupported, and unsure of how to proceed further in resolving the issues with their 2009 Mercedes C350.
