norb:
Ask for a meeting with the service manager and give merc a call,explain your concern ,You may get a reduction in the hourly rate or something .Works at our place all the time …Though where I am Merc are not very helpful at all ,but I don’t know if that is the same across the country
Mercedes has a strict code of not sharing information with other repairers. As technicians your access passwords are changed periodically so that Mercedes controls your access to information. When you leave a Dealership your access is removed almost before you’ve loaded your tools! 