2024 Mercedes Benz E 350 Lemon Law Case Study: New York
A 2024 Mercedes-Benz E 350 With Recurring Instrument Cluster, Navigation, and MBUX Screen Failures
Our client purchased a 2024 Mercedes-Benz E 350 in New York (July 30, 2024). Documented service history describes an instrument cluster screen and the navigation command screen that both went black with a warning that the main starter battery was in critical condition, an audio sound system that intermittently cuts in and out with loss of volume and theme control, a navigation touchscreen that was unresponsive or freezing with incorrect directions, a climate control system that would not change temperature at times and would freeze, and a command screen that intermittently freezes or goes completely blank and is very hot to the touch. Current mileage on the odometer: 8,742. The client contacted Easy Lemon for legal assistance under the lemon law.
“the instrument cluster screen and the navigation command screen both went black, and that a warning message appeared indicating the main starter battery was in critical condition” Service notes continue: “the audio sound system intermittently cuts in and out with loss of volume and theme control, that the navigation touchscreen was unresponsive or freezing, that the navigation was providing incorrect directions, and that the climate control system would not change temperature at times and would freeze” Later: “the instrument cluster and navigation screen both shut off while driving” On a subsequent visit: “the command screen intermittently freezes or goes completely blank, and that the screen is very hot to the touch”
What Went Wrong
- Instrument cluster / navigation blackout: instrument cluster screen and the navigation command screen both went black, with a warning message indicating the main starter battery was in critical condition.
- Audio / navigation / climate freezes: audio sound system intermittently cuts in and out with loss of volume and theme control; navigation touchscreen was unresponsive or freezing; climate control system would not change temperature at times and would freeze.
- Screens shut off while driving: the instrument cluster and navigation screen both shut off while driving; fault codes were found in the MBUX instrument cluster control unit.
- Command screen freeze / heat: command screen intermittently freezes or goes completely blank, and that the screen is very hot to the touch; the screen’s cooling fan was inoperative and could not be actuated.
- Unresolved recurrence: after starting the vehicle, the MBUX screen was frozen, changing without input, unresponsive to manual touch, and too hot to touch; the dealership was able to verify that the issue was still present and remain unresolved.
What the Documented Service Visits Showed
August 10–13, 2024 — Cluster / Navigation Blackout
The customer reported that the instrument cluster screen and the navigation command screen both went black, and that a warning message appeared indicating the main starter battery was in critical condition. The technician diagnosed the head unit software as obsolete. A head unit software update was performed, and a function check was completed. A recall campaign was also performed during this visit.
July 16–17, 2025 — Audio, Navigation, Climate Freezes
The customer reported that the audio sound system intermittently cuts in and out with loss of volume and theme control, that the navigation touchscreen was unresponsive or freezing, that the navigation was providing incorrect directions, and that the climate control system would not change temperature at times and would freeze. The technician diagnosed a software error in the control units. Software updates were performed on the ME control unit, the EZS control unit, and the MBUX system, with SCN coding completed as well. Three open recall campaigns were closed during this visit.
June 15–18, 2026 — Screens Shut Off While Driving
The customer reported that the instrument cluster and navigation screen both shut off while driving. The technician test-drove the vehicle, confirmed the complaint, and connected diagnostic equipment. Fault codes were found in the MBUX instrument cluster control unit. Guided testing indicated the need for an acceleration sensor calibration, which was performed. An available software update for the MBUX instrument cluster control unit was also identified and installed.
July 1–3, 2026 — Command Screen Freeze / Heat
The customer reported that the command screen intermittently freezes or goes completely blank, and that the screen is very hot to the touch, noting the concern had occurred previously at another dealership. The technician verified the complaint, finding the screen inoperative and hot to the touch. Diagnostic testing revealed the screen's cooling fan was inoperative and could not be actuated. A software update was performed, after which the screen was functioning, and the fan was working properly. The instrument cluster display was also replaced, and the center console was removed and reinstalled as part of the repair.
July 9–17, 2026 — MBUX Frozen / Implausible Location
The customer reported that after starting the vehicle, the MBUX screen was frozen, changing without input, unresponsive to manual touch, and too hot to touch. The customer also reported that the navigation was displaying an implausible location. HERMES software was updated and SCN coding was performed for the driver display, central display, and MBUX. The technician also noted that the customer's live traffic subscription and additional features had expired.
July 17, 2026 — Present — Still Unresolved
Within the same day the previous repair order was closed, the customer reported that the command screen was frozen, that no settings could be changed, and that the screen was very hot. No diagnosis or repair was documented, as repairs were still ongoing at the time of the repair order. In an email from the client to the manufacturer dated July 19, 2026, the client states that the dealership was able to verify that the issue was still present and remain unresolved.
Vehicle Buyback Secured
Easy Lemon secured a Vehicle Buyback settlement for our client — the strongest outcome in a lemon law case. Under a buyback, the manufacturer repurchases the defective vehicle, and our client paid nothing out of pocket† for legal representation.
Key Case Facts
- Vehicle: 2024 Mercedes-Benz E 350
- Purchased in: New York (July 30, 2024)
- Current mileage: 8,742
- Primary defects: instrument cluster screen and the navigation command screen both went black; audio sound system intermittently cuts in and out with loss of volume and theme control; navigation touchscreen was unresponsive or freezing; climate control system would not change temperature at times and would freeze; command screen intermittently freezes or goes completely blank, and that the screen is very hot to the touch
- Settlement type: Buyback — manufacturer repurchase of the vehicle
Results may vary. Prior outcomes do not guarantee a similar result. Each case is unique and depends on its specific facts and applicable law. Attorney advertising. Easy Lemon® by RockPoint Law P.C.
†“No cost to you” and similar statements refer to attorneys’ fees. Clients may be responsible for certain costs and expenses incurred in the course of litigation, which may be deducted from any recovery. The manufacturer generally pays attorneys’ fees and costs in lemon law matters under applicable fee-shifting statutes or negotiations. Fee terms are set forth in each client’s written fee agreement.
‡“3,000+ cases handled nationwide” refers to cases handled by the firm nationwide from inception through October 2026.
§“Client Rating” refers to the aggregate number of 5-star client reviews received across Google Business Profiles and Trustpilot profiles for Easy Lemon as of October 1, 2026. Reviews reflect individual experiences and do not guarantee similar results.
Is Your Vehicle a Lemon?
An instrument cluster and navigation screen that go black, an audio system that cuts in and out, a navigation touchscreen that freezes, climate controls that freeze, or a command screen that freezes and runs hot are more than an inconvenience. If your vehicle has been in for repairs for a substantial defect across multiple visits, you may have a lemon law claim. Free case evaluation — 30 seconds.
Qualify in 30 Seconds →Frequently Asked Questions
Your Mercedes-Benz May Have a Lemon Law Claim Too
If your Mercedes-Benz keeps going back to the shop for the same problems, you may qualify under your state’s lemon law — the manufacturer pays our fees, not you. We handle Mercedes-Benz cases like this one regularly.
See Our Lemon Law By Manufacturer Page →Learn More
- New York Lemon Law Attorneys
- All Settlements & Case Studies
- Lemon Law By Manufacturer
- Mercedes-Benz Lemon Law Guide
- Car Lemon Law Guide