Arrogance of Mercedes Benze Menlyn or just bad service?

I lodgeed a complaint regarding a panel coming loose on my GLC220d and was told the cars are made that way!!! I complained on HP and was contacted by MB and promised it will be investigated. 4 weeks later and I have heard nothing. Is thgis the type of service a manufacturer like MB gives? If so we are in trouble as they are supposed to be a step above the rest. this is really pathetic. Maybe menlyn MB has become to arrogant!