Repairing a 2023 GLE350: A Tale of Time

So, this vehicle was in our possession for nearly a month before being sent to the dealer for services we could not complete. Why couldn't we complete them? The software and hardware required far exceeded the value we could demand for repairs.

Initial Assessment

At first glance, the damage to the 2023 GLE350 seemed minor, with visible issues on the front bumper, fender, and headlight. However, upon entering the vehicle, the dashboard alerts and inability to turn the wheel suggested more severe issues. I should have documented this better—a bias I’m working to correct.

TL;DR

A total of 26 days were spent storing and repairing this vehicle. It should have taken 7-10 days. Insurance companies not having qualified field agents is resulting in repair times exploding. Higher repair times affect everyone but always impact the vehicle owner and repair facility more.

Below you have a visual representation of each round of mechanical repair, getting to the point where we could not service the vehicle anymore, due to lack of tooling.

Required Tools:

• 240 589 00 31 00 - Engine Lifting Device - Cost ~$4400

Have a look at this contraption. Designed with insane precision to not only hold the engine in very specific points in front and rear (to keep it from drastically shifting and cutting fingers off), it also distributes the weight load over the entire front. The generic engine support we have would NEVER safely work here. It would never allow us to hold the engine in the front and rear with precision distribution, and that's assuming you can even safely support it in any way around the front curved frame rails.

• Mercedes Software & Hardware Access - Cost ~$45,000 for 4 years

Pro tip: ALWAYS review repair data against final procedures performed by the technician. If you can justify scenarios where book labor was not achieved because of hardships, you can use those to negotiate the final rate for services. For example, if you had to use a torch to remove bolts, that's a hardship that has labor time and supplies associated with them.        

Hidden Costs to Service Providers:

1. 26 days of inside and/or outside storage; 3 of those 26 days were spent working on the vehicle.
2. Several hours of documenting, phone calls, and waiting for others in the chain to make decisions.
3. Risk of having a vehicle on the property - moving daily, damage that can happen, etc.

How could this have gone smoother?

• Experienced and dedicated account representative from the insurance company - would have reduced time by up to 50%.
• Replacing suspension components in two instead of three motions. This would have saved significant time, 8 days total.

Lessons Learned and Moving Forward

The 2023 GLE350 highlights the complexities and challenges in modern vehicle repair. The intricate relationship between mechanical and digital systems demands not only expertise but also patience and meticulous documentation.?

Insurance companies and repair facilities must evolve their processes to better support technicians and streamline repairs. As we navigate these complexities, the focus should remain on continuous learning and process improvement.?

Sharing experiences and insights can drive industry-wide enhancements, ensuring better outcomes for both service providers and vehicle owners.