messaging

by Blue Sun Oct 06, 2019 8:41 am

LDPD wrote:
Blue wrote:Being new to this forum, I am not fully conversant with it. I have sent you a private message rather than as general message. I would like to make the information given to you which I hope you have received to be made available. Would you be so kind as to post the message to all please?
To save typing first find the message you sent me and copy the required text.
Then just locate the post on this forum you want to reply to and use the quote button. Then paste in your text and edit as required, then post.
Hope this helps with this and future replies.

Many thanks for the help LDPD

by Snowy Sun Oct 06, 2019 8:52 am

Peter Brown wrote:The support from Germany for the new model Sprinter has been so poor that the MB Specialist Fleet Sales Manager (Tesco vans, ambulances, motorhomes, etc) resigned.

Two months down the line and the problems still persist. We have been told by Sargent the faults lay with components on the PCB's out sourced from outside the UK and Europe. Meetings between A/S and Mercedes are on going on the subject.

by LDPD Sun Oct 06, 2019 9:26 am

LDPD wrote:
KMRTOPAZ wrote:I have read on numerous occasions on this forum that Sargent are very helpful when approached with a technical question. You may benefit from a chat with them. Contact details are on their website. Keith
Looks like issue is with all 2019 Mercedes based conversions from AS. Here's the story. I buy new from dealer. They get vehicle from AS. AS build with base from Mercedes(talked to Rygor and got to the heart of the issue) integrating with Sargent(talked to them and they confirmed that they were aware of the issue and trying to resolve but no immediate indication of when) and AS's own needs. With no help from dealer I had to do the legwork before talking to AS and being amazed(polite version!) to discover that it was a known issue. Put dealer in the picture and leaning on them to progress for a resolution. Three months on and patience wearing thin.

Here's an update on our position and our understanding.
We've met with our dealer and an AS Director and I've made my dissatisfaction with the current situation very clear. I've also spoken to Sargent.
The issue has existed since day 1 of the Mercedes conversion. We discovered the issue shortly after taking delivery in May.

The issue relates to the integration of the new Mercedes electrics and the habitation side of the vehicle. The Mercedes side uses a new hibernation mode to save energy which isn't correctly recognised by the habitation electrics including the Sargent panel . This results in apparently random occurrences of the awning light coming on/off and hab door lock operating. Step activity may occur as well. Also, the most disturbing fault involves the Sargent panel alarm going off with the screen showing battery low - if you catch the screen while the alarm is going you can see the panel screen showing zero(or very low) vehicle volts which returns to it's normal level as the electrics 'reset'. This alarm has woken us up on numerous occasions.

Workarounds
In the control panel advanced settings, both awning light and step auto action can be disabled. If you've left the step out when you start the ignition it will still auto retract. The battery low alarm check cannot be disabled.
We've also been advised of a Mercedes setting which can tell it to stay in standby mode rather than switching to hibernation mode. This setting is lost when the engine is next started. I believe all new customers are being given this advice.

Sargent, I believe, are trying to work around the core issue. 10 days ago our dealer had our vehicle for 2 days to update the Sargent panel and resolve the issues, but disappointingly the problems still remain.

AS have had a number of meetings with Sargent and Rygor (the Mercedes chassis supplier) but progress seems appallingly slow in getting close to a resolution.

Anyone have further news?

by Snowy Mon Oct 07, 2019 2:24 am

LDPD wrote:"Also ensure the dealer updates the software to include the over ride facility to the control panel."

What is this over ride facility you refer to?
I see from your profile you've got an early version of next century's model!

These problems only seem to occur on the 2019 Mercedes Sprinter based vehicles. Unlike the old EC500 the EC700 does not have any facility to over ride the control. Therefore Sargent have come up with a way of circumnavigating the control if it fails, and believe me it works.

allthumbz

by ourannie Fri Oct 11, 2019 1:26 am

Voyager1 wrote:I have a similar issue with the low battery alarm on my Bourton which was purchased in May, although it seems random and so far has not occurred through the night. I have my step on manual so I haven’t experienced that or the unlocking of the doors etc.. Is it only when you are pitched up using only battery power or does it occur when on EHU too? I have found on EHU if the batter charger is switched on then it is ok which I suppose is what you might expect. Does it make any different if you switch off on the Sargeant display panel?

Hi, please would you be so kind as to tell me how you have made your step manual, having rung A/S who say the controls are in the settings screen we can't find the settings for the step on our ec700 control panel screen we are being to think there is another way.Many thanks in anticipation.

by ourannie Fri Oct 11, 2019 1:47 am

Voyager1 wrote:I have a similar issue with the low battery alarm on my Bourton which was purchased in May, although it seems random and so far has not occurred through the night. I have my step on manual so I haven’t experienced that or the unlocking of the doors etc.. Is it only when you are pitched up using only battery power or does it occur when on EHU too? I have found on EHU if the batter charger is switched on then it is ok which I suppose is what you might expect. Does it make any different if you switch off on the Sargeant display panel?

hi, sorry for asking about step as i think we may have sorted it, A/S didn't tell us you had to go into advance settings or how to find them, but having rung sergeant we have found them and done it, hooray at least something has been sorted .

by Peter Brown Fri Oct 11, 2019 1:56 am

How do you access the advanced settings on the EC700 please?

by ourannie Fri Oct 11, 2019 4:33 am

Peter Brown wrote:How do you access the advanced settings on the EC700 please?

Hi, keep your finger on the cogg which is settings on the screen for at least 10 seconds it will then go into advance settings. Sargeant did say to us be careful what you press in advance settings, we were careful and have disabled the step and awning light by putting them both onto the NONE option.

by Peter Brown Fri Oct 11, 2019 5:22 am

Thanks

by Snowy Fri Oct 11, 2019 5:53 am

ourannie wrote:
Peter Brown wrote:How do you access the advanced settings on the EC700 please?
Hi, keep your finger on the cogg which is settings on the screen for at least 10 seconds it will then go into advance settings. Sargeant did say to us be careful what you press in advance settings, we were careful and have disabled the step and awning light by putting them both onto the NONE option.

I would confirm what 'ourannie' writes Sargent did tell me that this is a temporary measure until they correct the fault on the software. Having made this modification we did find we had no problems over night with the step/light. A safety measure is when you start the engine with the step out it does retract.
allthumbz

by redcar56 Tue Oct 15, 2019 4:09 am

So sorry I didn't find this post earlier, we changed our Corinium Duo for a Burford Duo which we collected on 26 Sept, problem so far have been sat nav aerial not connected, and the intermittent had issues which of late have been as soon as Merc goes into hibernation mode the hab door lock gets a lock signal every 4 seconds.
Our dealer principle is talking to AS at show tomorrow as there are other issues, don't want to return MH (which we can as within our 30 days) but I'm so dispointed this issue is known about but not disclosed.

by Snowy Tue Oct 15, 2019 6:20 am

redcar56 wrote:So sorry I didn't find this post earlier, we changed our Corinium Duo for a Burford Duo which we collected on 26 Sept, problem so far have been sat nav aerial not connected, and the intermittent had issues which of late have been as soon as Merc goes into hibernation mode the hab door lock gets a lock signal every 4 seconds.
Our dealer principle is talking to AS at show tomorrow as there are other issues, don't want to return MH (which we can as within our 30 days) but I'm so dispointed this issue is known about but not disclosed.

I am sure you will get your problems resolved it just takes a little time. Sargent are very helpful if you get in contact with them. If you read some of the posts I am sure that they will reassure you. What ever happens do not let it stop you enjoying your new motorhome.
allthumbz

by LDPD Tue Oct 15, 2019 6:37 am

Snowy wrote:
redcar56 wrote:So sorry I didn't find this post earlier, we changed our Corinium Duo for a Burford Duo which we collected on 26 Sept, problem so far have been sat nav aerial not connected, and the intermittent had issues which of late have been as soon as Merc goes into hibernation mode the hab door lock gets a lock signal every 4 seconds.
Our dealer principle is talking to AS at show tomorrow as there are other issues, don't want to return MH (which we can as within our 30 days) but I'm so dispointed this issue is known about but not disclosed.
I am sure you will get your problems resolved it just takes a little time. Sargent are very helpful if you get in contact with them. If you read some of the posts I am sure that they will reassure you. What ever happens do not let it stop you enjoying your new motorhome.

We've been told a solution is close to many times since we took delivery of our Bourton in May. Don't hold your breath but do push your dealer hard. You bought from them and it's their responsibility to sort. For the price paid for these 'luxury' vehicles, for us it's a big continuing disappointment.

by redcar56 Tue Oct 15, 2019 7:03 am

I'm sure it will be sorted, just very disappointing that you buy a luxury flagship MH and have to put insulating tape over the electrical contacts on the door too stop constantly clicking.
We only changed because our Corinium Duo back axle didn't have the spare capacity AS stated so we were well over on that but 350kg under on our payload. There are other issues also hat need to be resolved within a time scale now. I really hope they do as it would be a shame to have to back it.

by Snowy Thu Oct 17, 2019 3:47 am

ourannie wrote:
Voyager1 wrote:I have a similar issue with the low battery alarm on my Bourton which was purchased in May, although it seems random and so far has not occurred through the night. I have my step on manual so I haven’t experienced that or the unlocking of the doors etc.. Is it only when you are pitched up using only battery power or does it occur when on EHU too? I have found on EHU if the batter charger is switched on then it is ok which I suppose is what you might expect. Does it make any different if you switch off on the Sargeant display panel?
hi, sorry for asking about step as i think we may have sorted it, A/S didn't tell us you had to go into advance settings or how to find them, but having rung sergeant we have found them and done it, hooray at least something has been sorted .

Step on manual (None) does work. Good news however I am told after a visit to the NEC yesterday a permanent fix will be available shortly. Lets keep our fingers crossed.
allthumbz

by Keith Brooks Wed Oct 23, 2019 6:14 am

Our August delivered Bourton on the 2019 Mercedes Sprinter Sargent EC700 control panel failed during our holiday in France = no water pump and only the over locker lighting and no washroom lighting. The panel was replaced at the dealership only to fail again in a matter of days. The replacement is due to be replaced early November. Also the habitation door central locking ceased to operate, this was repaired by the dealership when the EC700 was replaced and so far so good with the central door locking.
Overall, we really love the Bourton but are frustrated with the Sargent EC700 failures.
Has anyone else experienced this problem?

by redcar56 Wed Oct 23, 2019 6:32 am

Keith Brooks wrote:Our August delivered Bourton on the 2019 Mercedes Sprinter Sargent EC700 control panel failed during our holiday in France = no water pump and only the over locker lighting and no washroom lighting. The panel was replaced at the dealership only to fail again in a matter of days. The replacement is due to be replaced early November. Also the habitation door central locking ceased to operate, this was repaired by the dealership when the EC700 was replaced and so far so good with the central door locking.
Overall, we really love the Bourton but are frustrated with the Sargent EC700 failures.
Has anyone else experienced this problem?

Our Sept Burford Duo has an issue with the hab door lock getting a lock signal every 4 minutes after the canbus has “gone to sleep after 30 minutes” got a price of tape over the door contacts at present and lock with key. We are away for first tester trip next week so fingers crossed.

by Snowy Sat Oct 26, 2019 9:05 pm

Keith Brooks wrote:Our August delivered Bourton on the 2019 Mercedes Sprinter Sargent EC700 control panel failed during our holiday in France = no water pump and only the over locker lighting and no washroom lighting. The panel was replaced at the dealership only to fail again in a matter of days. The replacement is due to be replaced early November. Also the habitation door central locking ceased to operate, this was repaired by the dealership when the EC700 was replaced and so far so good with the central door locking.
Overall, we really love the Bourton but are frustrated with the Sargent EC700 failures.
Has anyone else experienced this problem?

We collected our Bourton on the 18th July this year and have had similar problems to yourselves. To date we have had the control replaced three times even the ESU has been replaced. There should be no need for the delay in fitting a replacement control, contact A/S direct (Service Dept) or Sargent.
There is an on going problem with the habitation door locking and unlocking due to a signal from the vehicles electrics. To over come this you can change the operation of the door from auto to manual (none on the control). Send me a 'pm' and I can go into more details.
allthumbz

by Toffee Sat Oct 26, 2019 9:40 pm

By chance I’ve met a bbc cameraman and electrician, the bbc use Mercedes based satalite vehicles for mobil broadcasts, and the new vehicles they have are suffering from problems with the installed conversion systems integrating with the merc systems. He suggested perhaps anyone suffering problems to seek out the satalite converters web site and make an enquiry with them as they have resolved the issues that Mercedes could not. I will see this chap again at some point and can get the name of the converter if anyone would like to follow this up.

by Keith Brooks Sat Oct 26, 2019 10:40 pm

Thank you to those of you who have replied re Bourton & EC700 problems. It is booked into the dealership in early November and they say they have solutions - we'll see!!!

by Keith Brooks Sun Oct 27, 2019 2:38 am

FAO Lance LDPD.
I don't seem able to reply to your message but the dealer is Nick Whale. We're also in Oxfordshire.
I tried to reply to your message but the web site says 'I have not reached the limit for sending a message'. Mystery to me. If you know how to overcome this, do please let me know and I'll reply directly with any additional information.
Keith

by LDPD Sun Oct 27, 2019 3:20 am

Keith Brooks wrote:FAO Lance LDPD.
I don't seem able to reply to your message but the dealer is Nick Whale. We're also in Oxfordshire.
I tried to reply to your message but the web site says 'I have not reached the limit for sending a message'. Mystery to me. If you know how to overcome this, do please let me know and I'll reply directly with any additional information.
Keith

Likewise.
Sady, it's a hero to zero story with them for us.
First van we had from them, a Bourton, they were excellent and gained hero status
Since we changed to a new Bourton in May with them they've failed miserably from day one.
Just unmet optimistic promises with issues still unresolved as of today earning zero status.
As stated previously I'm in touch with AS and not aware of any 'proper' fixes for the electric issues.
Should I hear any positive news from them I'd be more than happy to report it here.
So, best of luck!

by Snowy Sun Oct 27, 2019 11:30 pm

Snowy wrote:
Keith Brooks wrote:Our August delivered Bourton on the 2019 Mercedes Sprinter Sargent EC700 control panel failed during our holiday in France = no water pump and only the over locker lighting and no washroom lighting. The panel was replaced at the dealership only to fail again in a matter of days. The replacement is due to be replaced early November. Also the habitation door central locking ceased to operate, this was repaired by the dealership when the EC700 was replaced and so far so good with the central door locking.
Overall, we really love the Bourton but are frustrated with the Sargent EC700 failures.
Has anyone else experienced this problem?
We collected our Bourton on the 18th July this year and have had similar problems to yourselves. To date we have had the control replaced three times even the ESU has been replaced. There should be no need for the delay in fitting a replacement control, contact A/S direct (Service Dept) or Sargent.
There is an on going problem with the habitation door locking and unlocking due to a signal from the vehicles electrics. To over come this you can change the operation of the door from auto to manual (none on the control). Send me a 'pm' and I can go into more details.

Sorry should have said PSU sited under the off side seat next to wardrobe.

by Keith Brooks Mon Oct 28, 2019 2:10 am

Hello Snowy,
Thanks for your reply. The habitation door central locking failed because something broke within the door mechanism, now repaired and all is working correctly - for now.
The ES700 is being replace (again) Monday week.
The designated cutlery drawer that fouls the habitation door handle when opened is being replaced with a drop down flap & cupboard.
Pity that they don't have an improvement to the habitation door waste bin that does not have any means of holding waste bags in place within an inner container - as our old 2016 Stanton had.
I don't seem able to send a PM - suggestions very welcome.

by marconi Mon Oct 28, 2019 8:20 am

Keith Brooks wrote:
Pity that they don't have an improvement to the habitation door waste bin that does not have any means of holding waste bags in place within an inner container - as our old 2016 Stanton had.

Same problem with the Nuevo bin. Solved with six 10mm dia. 3mm thick Neodymium magnets three secured inside around the bin top lip with strong double sided mounting tape, wrap the bin liner over the top edge of the bin and secure with three more magnets attracted through the liner and bin sides to the inside magnets, this holds the liner firmly.
Then there is the annoyance of the lid not holding up when you are cooking and there is a need for a serial disposal session, a small adhesive pair of Velcro pads solved this one.

2019 Bourton Mercedes Electrics Issues

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Over ride facility to EC700 PSU & Control

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