Remote Retrieval of Vehicle status and TERRIBLE MB support

  • Hi all,

    I have new unpleasant experience. In end of September my Smart EQ services were expiring. I received email from MB to renew them and I did it over Internet and paid by credit card a week before expiration. Later on I discovered, that it is not working properly and I look into details on web page and I see this (I'm sorry pictures are in Czech language so I will try to translate them):

    • Remote Car Retrieval - OFF - without this I can't run Pre-Conditioning
    • Smart Conditioning and charge - ON
    • Charging station search - ON
    • Plug&Charge - ON

    It is impossible to "BUY" this "missing service" on MB pages - there are no available services to purchase.

    I made a service call to Mercedes Support - case Nr. CMS 1-62914650325 - and after ONE MONTH :cursing: still no answer from MB. :cursing:

    Do you have same experience? Anyone know how to fix it? Like remove car from system, put it there again?

    smart fortwo Coupé 453er 2019 EQ 22kW Passion Winter Packet

  • Ohh no. :( Here in Germany we haven't had any bad luck with extending the service. So it's especially strange that would be different in other countries. :/

    smart fortwo Coupé 451er ED 3,7kW-Lader, 05/2013; > 260.000km (bei 250.000 km 22 kW nachgerüstet)

    smart fortwo Coupé 453er EQ 22kW-Lader, 05/2018 - 05/2021; 109.000km

    smart fortwo Cabrio 453er EQ 22kW-Lader, EZ 04/2021; > 30.000 km

    "Aus Gaspedal wird Spaßpedal"

    - Smart

  • Finally answer from MB support - after 17 days !!!. Car Retrieval is active now and looks that it is working. But dates are totally out and I also requested compensation that I could not use service which I paid for 7 weeks.

    Maybe I will receive answer till Christmas...I will post you with updates...

    smart fortwo Coupé 453er 2019 EQ 22kW Passion Winter Packet

    Edited once, last by mac ().

  • I sent them screenshots already several times. But support is really terrible. 2 emails responds during 7 weeks from them.

    smart fortwo Coupé 453er 2019 EQ 22kW Passion Winter Packet

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