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Discussion Starter · #1 ·
Hi
Having picked up my new eqc premium plus at the back end of August, with the salesman saying that it came with all the chips, very lucky etc., I discover that it is missing the augmented reality chip. After three days, still silence from the UK Mercedes-Benz.
As the dealer thought it had every thing, no disclaimer signed.
Has anyone else experienced this?
Outcomes / advice???
 

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The disclaimer I signed was a fairly low key document ie local with no mercedes or garage logo and I was not given a copy which in French terms is a really big deal. So I think they carry little weight. My car must have been built around the same time as yours with the camera no chip and the salesman was quite confident it will be updated as soon as the chip was available, for my part I anticipate it may be longer than he thinks. I have to say that the sales staff here seem far more on the ball and professional but we have a more heavily regulated environment in which they operate. My advice chase Mercedes UK to confirm that your car is listed for a recall as and when the chips are available.In addition I would contact the principal of the dealership to complain the lack of a fully working system was not pointed out at the time of delivery and what compensation is he offerring in relation to that loss given it is as yet unknown when the service will be restored and also the fact the correct information was not given on the handover of the vehicle. I was given a 200 euro discount on an 8m recharge cable I had ordered to reflect the lack of the parallel parking facility and the loss of active lane change which is probably never going to be reinstated, and the delay in the augmented reality which should be eventually installed without even asking. It is a condition of all orders that mercedes can change specification between order and delivery and in legal terms I suspect the changes are not so fundamental as to go to the heart of the contract but nevertheless they were facilities expected and some compensation would be considered warranted as they have not been replaced in another way by an alternative addition over the original specification.
 

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Discussion Starter · #3 ·
The disclaimer I signed was a fairly low key document ie local with no mercedes or garage logo and I was not given a copy which in French terms is a really big deal. So I think they carry little weight. My car must have been built around the same time as yours with the camera no chip and the salesman was quite confident it will be updated as soon as the chip was available, for my part I anticipate it may be longer than he thinks. I have to say that the sales staff here seem far more on the ball and professional but we have a more heavily regulated environment in which they operate. My advice chase Mercedes UK to confirm that your car is listed for a recall as and when the chips are available.In addition I would contact the principal of the dealership to complain the lack of a fully working system was not pointed out at the time of delivery and what compensation is he offerring in relation to that loss given it is as yet unknown when the service will be restored and also the fact the correct information was not given on the handover of the vehicle. I was given a 200 euro discount on an 8m recharge cable I had ordered to reflect the lack of the parallel parking facility and the loss of active lane change which is probably never going to be reinstated, and the delay in the augmented reality which should be eventually installed without even asking. It is a condition of all orders that mercedes can change specification between order and delivery and in legal terms I suspect the changes are not so fundamental as to go to the heart of the contract but nevertheless they were facilities expected and some compensation would be considered warranted as they have not been replaced in another way by an alternative addition over the original specification.
Thank you very much for your reply. It gives me much for for thought. Hopefully we will both get it sorted out sooner than later.
 

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keep us informed.Locally I am very happy with my treatment but from what I have read on here Mercedes UK needs to wake up with it’s customer service. I am sure Mercedes the parent comapny are as unhappy about all of this as we the cusotmers are but they need their local agents to work with the customer and not leave them in ignorance expectation management has been poor in many instances. However again it seems worse in the UK than here but France has very strict and enforceable consumer laws and poor service really is the kiss of death to a business here where loyalty is a genuine reward for those businesses with good customer service. Good luck and I will update if and when I have any news re my car being updated.
 

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Discussion Starter · #5 ·
keep us informed.Locally I am very happy with my treatment but from what I have read on here Mercedes UK needs to wake up with it’s customer service. I am sure Mercedes the parent comapny are as unhappy about all of this as we the cusotmers are but they need their local agents to work with the customer and not leave them in ignorance expectation management has been poor in many instances. However again it seems worse in the UK than here but France has very strict and enforceable consumer laws and poor service really is the kiss of death to a business here where loyalty is a genuine reward for those businesses with good customer service. Good luck and I will update if and when I have any news re my car being updated.
Hi
Well there still seems to be a problem as to is status. One list says it has the chip, one says it has not. Reality seems to be immaterial.
However, the going rate seems to be one years free service for every missing chip. So in case one year free service as compensation, once they have sorted out the lists🙄
 

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are these Mercedes UK lists or garage lists? I assume the VIN will show the option augmented reality but of course at the factory the car may well have been released without it as in my case, so it is possible to have a VIN listing and some sort of factory list if cars to be recalled. Re the coensation am hoping that service costs will be minimal we normally have a servoce plan but this time were advised it was not worth it we will see……
 

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Shocked to see a fully spec'd car listed on the buy online page...showing as Mercedes UK stock, surely they aren't directing fully spec'd cars to Mercedes dealers and shipping cars to customers who have already ordered with missing tech ⁣EQC 400 4MATIC AMG Line | Mercedes-Benz UK Online Showroom
What I could not find is the specs of the onboard charger if it is the 7 kw model this car has been in stock a long time. On the French site there was quite a mix of 7 and 11 and also some initial 1886 models initially around 70 cars available in total but overtime that has dropped and today it is only 20 cars…….so it seems the volume is decreasing. I also think cancelled orders will go into the pot probably and who knows it may be explained later the MBUX like mine will be upgraded as and when. Some of the French entries carried the adjusted to the UN R 79 amendment next to the active park assist some did not. So I doubt these cars are coming out fully specked over ordered ones😉
 

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Discussion Starter · #9 ·
keep us informed.Locally I am very happy with my treatment but from what I have read on here Mercedes UK needs to wake up with it’s customer service. I am sure Mercedes the parent comapny are as unhappy about all of this as we the cusotmers are but they need their local agents to work with the customer and not leave them in ignorance expectation management has been poor in many instances. However again it seems worse in the UK than here but France has very strict and enforceable consumer laws and poor service really is the kiss of death to a business here where loyalty is a genuine reward for those businesses with good customer service. Good luck and I will update if and when I have any news re my car being updated.
Hi
Well after a long time, Mercedes Benz have now put me on the list to eventually get the missing chip. My dealer had to push and escalate it to get that far. But the nice but of news is that they are giving me £500 back as compensation. So all good in the end..
Regards
 

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Hi
Well after a long time, Mercedes Benz have now put me on the list to eventually get the missing chip. My dealer had to push and escalate it to get that far. But the nice but of news is that they are giving me £500 back as compensation. So all good in the end..
Regards
Have they given any timescale for likely upgrade?
 
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