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Roof replacement - Recommendations for dealer or specialist who can do the work properly...

Kiwi Ange

Kiwi Ange

Member
Dear Fellow Marco Polo Owners. PLEASE can you help!

Desperately looking for Dealer or Specialist who can install a roof properly and without damaging or getting filthy other items in the van. Have been through 20 months of hell with a "Flagship" Dealership who subcontracted the work to a body shop.

- 404 days from first drop-off to last collection in March 2023
- 213 total days without vehicle
- 3 roof replacements as well as repainting, repairs and replacement of other items damaged

Raised issues and damage at last collection and said it needed to be rectified but given BS explanations and told to take vehicle. Have repeatedly raised issues since.

Now, after using the van only 3x since March, the last time seal has come away from roof (does this every time, they simply seem unable to fit the seal) and roof failed to close on last trip. The roof has been raised only 4 times since March! It looks and though one of the hydraulic struts is broken. Also noticed that there are ripples on the roof running up on the inside of each roof rail. These were not on our original roof.

From searching, Mercedes Poole has done roof replacements successfully and people have been happy with the work. Are there any others...?

Would be so grateful to hear from anyone who has had positive experiences with a contractor who knows what they're doing and has done a great job that has lasted, whether Mercedes Dealerships or Independent Campervan specialists.

We invested over a decade of holiday money into this van so we could make magic memories with our young son. This is now the second lost summer of holidays due to failed warranty work and I'm exhausted and depressed from the whole experience.

The van drives like a dream, but everything else is heartache.

Thank you in advance for you help. x
 
Steve B

Steve B

Active Member
Not a great story; MB Northampton did ours and it was/is OK, but that was a couple of years ago so I bet the staff have changed since then.
 
B

Blackrat

Active Member
Sorry to hear about your problems.
We had our roof replaced at Southampton Mercedes under warranty.
The standard of work and service was fine.
Not their fault but the new roof also blistered and we ended up selling the vehicle.
 
Kiwi Ange

Kiwi Ange

Member
Blackrat said:
Sorry to hear about your problems.
We had our roof replaced at Southampton Mercedes under warranty.
The standard of work and service was fine.
Not their fault but the new roof also blistered and we ended up selling the vehicle.
Click to expand...
Thanks for replying Blackrat. Out of interest, did you get yourself another campervan...?
 
Kiwi Ange

Kiwi Ange

Member
Thanks Mark. And all been good since? Seal attaching bellows to roof hasn't come detached and roof struts haven't failed..? No incidental damage to van in process...?
 
D

DogWagen

Member
VIP Member
Southampton Mercedes did the roof on my first MP about 2 years ago - pretty good job although there was a quality issue with the paint close to the rails which arose about a year later - all sorted without quibble and I would use them again. I do have the contact details of the individual that sorted out the paint work if that's of any help (PM me...).

Mercedes Peterborough use Hiltons for their bodyshop and they did a lot of work on my AMG Estate - again, I would recommend them either via Mercedes or directly.

If it helps, my new MP has some slight variation in the roof surface which are only visible when viewed from above - wouldn't call them ripples but since you've mentioned it, I'll have a closer look.
 
Last edited:
G

GJW

New Member
Kiwi Ange said:
Dear Fellow Marco Polo Owners. PLEASE can you help!

Desperately looking for Dealer or Specialist who can install a roof properly and without damaging or getting filthy other items in the van. Have been through 20 months of hell with a "Flagship" Dealership who subcontracted the work to a body shop.

- 404 days from first drop-off to last collection in March 2023
- 213 total days without vehicle
- 3 roof replacements as well as repainting, repairs and replacement of other items damaged

Raised issues and damage at last collection and said it needed to be rectified but given BS explanations and told to take vehicle. Have repeatedly raised issues since.

Now, after using the van only 3x since March, the last time seal has come away from roof (does this every time, they simply seem unable to fit the seal) and roof failed to close on last trip. The roof has been raised only 4 times since March! It looks and though one of the hydraulic struts is broken. Also noticed that there are ripples on the roof running up on the inside of each roof rail. These were not on our original roof.

From searching, Mercedes Poole has done roof replacements successfully and people have been happy with the work. Are there any others...?

Would be so grateful to hear from anyone who has had positive experiences with a contractor who knows what they're doing and has done a great job that has lasted, whether Mercedes Dealerships or Independent Campervan specialists.

We invested over a decade of holiday money into this van so we could make magic memories with our young son. This is now the second lost summer of holidays due to failed warranty work and I'm exhausted and depressed from the whole experience.

The van drives like a dream, but everything else is heartache.

Thank you in advance for you help. x
Click to expand...
Morning,

I went through Mercedes in Stevenage and it wasn't refitted properly and had to go back.
It now leaks into the cabin when parked facing forwards on a slope.
The dealer and Mercedes have said tough luck, it's now out of warranty. I will be starting a claim against them.
Such a shame.
 
C

ChrisM

New Member
VIP Member
Just bought a 2018 MP and the roof unfortunately has many blisters…..
So before I take up with my local dealer and Mercedes UK (expecting a battle as it’s a 2018 vehicle so well out of its 3 year warranty) I have a few questions
1) Those of you who have successfully claimed for a new roof whilst OUT of warranty - how much hassle was it getting it approved?
2) What is the likelihood of getting the roof replaced and in the process after the dealers work newly introduced consequential faults are the new problems?? Might be worth accepting the blisters for an otherwise perfect roof…
3) What is actually replaced at the time the roof is replaced under warranty - is it just the painted roof top or is it also the whole pop-top canvas etc??

I’m booked in to the local Mercedes dealers next week for a service and wanted to understand the full implications before I tackle the issue.
Thanks in advance for any replies
 
Kiwi Ange

Kiwi Ange

Member
DogWagen said:
Southampton Mercedes did the roof on my first MP about 2 years ago - pretty good job although there was a quality issue with the paint close to the rails which arose about a year later - all sorted without quibble and I would use them again. I do have the contact details of the individual that sorted out the paint work if that's of any help (PM me...).

Mercedes Peterborough use Hiltons for their bodyshop and they did a lot of work on my AMG Estate - again, I would recommend them either via Mercedes or directly.

If it helps, my new MP has some slight variation in the roof surface which are only visible when viewed from above - wouldn't call them ripples but since you've mentioned it, I'll have a closer look.
Click to expand...
Many thanks DogWagen. Sorry for late reply. Life happens! I'll pm you.
 
Kiwi Ange

Kiwi Ange

Member
ChrisM said:
Just bought a 2018 MP and the roof unfortunately has many blisters…..
So before I take up with my local dealer and Mercedes UK (expecting a battle as it’s a 2018 vehicle so well out of its 3 year warranty) I have a few questions
1) Those of you who have successfully claimed for a new roof whilst OUT of warranty - how much hassle was it getting it approved?
2) What is the likelihood of getting the roof replaced and in the process after the dealers work newly introduced consequential faults are the new problems?? Might be worth accepting the blisters for an otherwise perfect roof…
3) What is actually replaced at the time the roof is replaced under warranty - is it just the painted roof top or is it also the whole pop-top canvas etc??

I’m booked in to the local Mercedes dealers next week for a service and wanted to understand the full implications before I tackle the issue.
Thanks in advance for any replies
Click to expand...
I haven't dealt with roof replacement out of warranty, other than the ongoing issues with the warranty work itself. In my experience, it is only the actual top roof part that is replaced, not the bellows. Our journey with roof replacement has been pretty dire, with round after round of consequential faults and damage. However, there are lots of people on here who have had successful roof replacements so I would take a broad view of experience.
 
Kiwi Ange

Kiwi Ange

Member
GJW said:
Morning,

I went through Mercedes in Stevenage and it wasn't refitted properly and had to go back.
It now leaks into the cabin when parked facing forwards on a slope.
The dealer and Mercedes have said tough luck, it's now out of warranty. I will be starting a claim against them.
Such a shame.
Click to expand...
Really sorry to hear this Chris. Are you claiming through the Ombudsmen, small claims or other...?
 
T

TwoRs

New Member
VIP Member
Just had our roof replaced under warranty at Listers MB at Boston. Good service before and on site. So far so good after a couple of weeks since we got back although this weather will be a test.
MB customer care service was awful and delayed matters for some 9 months and appears ombudsman is finding against them ie not providing the service expected.
ombudsman has ignored my comments that MB should come clean and accept they have a serious problem with the roof manufacturing process which should be covered fully under consumer law and the 6 year contract rule.
 
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