Consumer news
CASE STUDY Inability to source new windscreen leaves Rhodri without his E-class Coupé
Watchdog solves your problems, plus you have your say
SPARE parts can be difficult to come by, and windscreens are a prime example. With many now requiring calibration for driver assistance systems, it’s understandable if it takes a few weeks for a replacement to show up and be fitted. But waiting over seven months for a new screen is too much.
This was the situation described to Auto Express by Rhodri Morgan from Cardiff, when his 2015 Mercedes E350 Coupé required a new windscreen after it was struck by a rock from a lorry back in January this year.
“Initially the crack wasn’t too bad, and the car could be driven,” Rhodri told us. However, wanting to have the screen fixed, he called his insurer Allianz, which advised him to fit a spare screen via Autoglass.
“But because of the car’s driver assistance systems, Autoglass told me it couldn’t calibrate it, and said to contact Mercedes for a replacement,” Rhodri explained.
He told us he called local dealer, Mercedes Sinclair of Cardiff & Newport, about a replacement screen in February. “Staff said they didn’t have one, but would see about obtaining one,” he added.
In March, the crack grew worse to the point where Rhodri’s car – which he required for work – was no longer legal to drive. Rhodri and his father John contacted Sinclair again. “We were told there was no screen available in the UK,” he said.
Months passed by, and still Rhodri hadn’t got his screen fitted, and worse, didn’t have a courtesy car as a replacement. In late June he contacted Auto Express for help after being told there was no replacement screen available in all of Europe. “I couldn’t believe this was the case,” he said.
Auto Express got in touch with Mercedes UK, which looked into it. A spokeswoman confirmed there were delays with obtaining a screen, but pointed out a replacement had been obtained and fitted in August.
“To compound things there was a breakdown in communication regarding a courtesy car, and we’ve changed our processes as a result,” she said. “A gesture of goodwill has been made to Mr Morgan, too.”
Rhodri was glad the screen had been installed, but said: “It’s incredible that a replacement took so long to be fitted.”
“Months passed by, but Rhodri failed to get a screen fitted, and had no courtesy car replacement”