NHTSA complaint #11739765

Owner complaint summary

To Whom It May Concern: I am submitting this complaint regarding my 2020 Mercedes-Benz GLE 350 and respectfully requesting review of a serious infotainment and electronic system failure that occurred at approximately 49,000 miles. Prior to the failure of the MBUX infotainment system, the vehicle began exhibiting abnormal electrical behavior. On multiple occasions, the right headlight remained illuminated even after the vehicle had been completely turned off and locked. The only temporary way to resolve this was to restart the vehicle and shut it down again. Shortly afterward, the vehicle displayed warnings indicating that the 12V battery was very low and required charging. Soon after these electrical issues appeared, the MBUX infotainment system became stuck on the Mercedes-Benz startup logo screen and has remained nonfunctional since. Although the backup camera still partially functions, the infotainment system itself will not boot properly or operate normally. The authorized Mercedes-Benz dealership documented the following diagnostic fault codes: • B14D913 – Internal hard disk malfunction/open circuit • B14F900 – Internal hard disk full According to the dealership service report, guided tests, MOST ring reset procedures, and hard resets of the control unit were all performed without resolving the issue. The dealership ultimately recommended complete replacement of the MBUX head unit at a very significant cost. This situation is especially concerning because the vehicle has relatively low mileage, has been properly maintained, and recently underwent Service B and 12V battery replacement through an authorized Mercedes-Benz dealership immediately after the battery warning appeared. A major infotainment head unit/internal storage failure at this mileage is not something we reasonably expected from a luxury vehicle. While researching this issue further, I discovered numerous online reports from other Mercedes-Benz owners — particularly owners of 2020–2023 GLE models —