Poor Service Levels and Lack of Feedback

On Tuesday 29/08/2017 I had booked my vehicle at NMI DSM Pinetown. The car was experiencing two faults but to our surprise a 3rd fault was picked up by the service advisor. They had manually inserted a comment on the job card " check hand brake Pedal, feel too loose". There was no signature of the owner next to this comment to acknowledge the new fault that was not present two days before. The service adviser then called me with a quote on the repair but only a day later. Total cost of this repair 11K . I had queried about the reason for the hand brake, and she had informed me that the mechanism needs to be replaced. After requesting a signed job card I verbally gave the go-ahead on the repair. The next day ( 3 Days later with no vehicle) I now was informed that the hand brake cable was broken and that the hand brake mechanism was still faulty. This clearly does not make any sense to me. I am now questioning the technical capabilities of their technicians. Firstly, this new fault was not present and only after the vehicle was with them then this became an issue. Secondly, they have quoted me on a part that they assumed was faulty instead of taking their time to troubleshoot. It is now Friday ( 4th Day) and I am irate as i have tried for most of the morning to call and speak to someone about my vehicle. Numerous of messages were left to return my call but no response. At 10:20am, i have managed to get a hold of the dealer principal at Pinetown. I had calmly explained my situation and the lack of service that i have experienced and she said that would call me back shortly. It has been almost 2hrs and still NOTHING!! Both our Mercedes vehicles have been serviced by NMI Pinetown for the past +/- 5 years, This is one time that we have had this type of **** Service.

I have had no vehicle for 4Days which is extremely inconveniencing. I hope that my vehicle is returned and repaired today or a loan vehicle is made available to me immediately.

Thank you