Customer Service Dissatisfaction - NMI DSM Old Fort Road

<p> </p> <p>I am writing this to express my complete dissatisfaction with the service experienced at the NMI Old Fort Road branch.</p> <p> </p> <p>My car – a 2012 C 180 AMG Avantgarde – did not want to start after I stopped at the Shell garage in Overport on 26th September 2016 afternoon. I called your road side assistance team, and after 1.5 hours of waiting, a technician was dispatched to me. The technician (Faizal) inspected the car, and after trying a series of checks, was unable to start the car. He checked the fuse box, removing one of the fuses, and subsequently dropping this into the fuse box, unable to retrieve it at the time. I had offered to fetch the spare key of the car, but he said there was no need. He then diagnosed the problem as a possible steering unit fault, and asked the towing company to fetch the car. The car was subsequently towed to NMI Old Fort Road.</p> <p> </p> <p>The next morning (Tuesday), I had not heard from the dealership, and anxiously called them to understand what was the status of my car since it was brought in. I called in and spoke to Brandon, who informed me that the car had been diagnosed with a steering unit fault, and I needed to come in to fill out some forms, in order for them to order the part since it was a security related fault. I quickly went to the dealership and filled out the necessary forms. I was informed by Brandon/Denzel that this part takes 2/3 days, and I could tentatively expect the car back on Friday. The car was then assigned to a service agent named Judith. From Tuesday, till the next Monday, not once did Judith contact me to provide me with an update on the car. My wife and I had to repeatedly call the dealership to understand what the status of the car was. I had to repeatedly call Judtih to obtain a quote for the repair so that I could give the go ahead. (the cars mileage is 102 000 kms and thus I was aware of a 50% contribution) From Tuesday to Thursday, I was repeatedly told the part was being ordered, or they were waiting for the part. On Friday, I was told the part would arrive, and be fitted that afternoon. No further update was provided, and I waited till the Monday. On Monday, I yet again called at 11am for an update on the car. Judith explained the part had just arrived and she would call back with an update later in the day. No update till 1pm, so I called in again, and was told she cannot give me a time. At 1.45pm I received a call saying I need to come in with the spare key for the car. I promptly arrived at the dealership and handed over the key. After another 1 hour of waiting, I was told the part had been fitted but the original key I handed the vehicle over with was not working, but the spare key I provided was. I questioned that this could have been the problem in the first place, and asked why the spare key was not requested initially, before diagnosing the problem. Judith had no valid response, fumbling for excuses with her other service agents. My argument was that I provided them the car with a working remote. I had used the same remote to drive the car 5 minutes prior to it not starting. Nevertheless, Judith – for lack of excuses to give me – asked her service manager Ravi to address the issue with me. Ravi explained that he agrees I should not have received the service I did from the service agent, and that I should take the matter up with Ismail, when he returns next Monday. I argued that I do not see it fair that a customer now has to be liable for a cost of a part that they did not damage. Furthermore, they had no evidence (I have not seen the diagnostic report which I would appreciate a copy of) that the problem was in fact the steering unit, and not the key. Ravi said that’s his not problem and its his word against mine. I said it was not the cost, but the principle that a problem was diagnosed on a car without fully exploring possible reasons. In all probability, maybe the key malfunctioned, and not the steering unit. He took me to my car 3.5 hours after waiting at the dealership and said sorry sir, you will need to order a new key. There is nothing we can do.</p> <p> </p> <p>I am absolutely disgusted at the customer service experienced with Mercedes. This is not the way to treat customers. In my case, I accepted the cost of a part that malfunctioned – not even broken due to misuse. But later on to find out I now only have one working key, and the problem could have been misdiagnosed intially, is unprofessional – especially for a reputed brand such as yourselves.</p> <p> </p> <p>I would appreciate if this matter is investigated, and dealt with accordingly. I do not believe I should be liable for the cost of a new key. Furthermore, I would appreciate a copy of the original diagnostic report when the car went in, as it seems the steering unit was replaced in error, and I unnecessarily had to pay R 4700, for a part that was not damaged in the first place.</p>