Poor Customer Service

I brought a brand new car last year 2018 at Mercedes Benz at a dealership in Pretoria. In addition having not given proper product knowledge, as to what comes as a standard and what is extra, I later realized that, they sold me a car without a navigation system. Excellent customer service means being able to identify which products and services specifically match particular customer needs. The bottom line is that customers crave and need product knowledge. It’s how they make the buying decision. I wrote an e-mail to the customer service complaint and surprisingly the response which I got does not address my concern. I was referred to the Sales Manager to the dealership, which I was later able to get hold of. The Sales Manager indicted to me that, I will have to foot the bill for the installation of the navigation system. Of which I totally disagree with this arrangement. My reason been that, the sales person failed to do her job, she lacked the product knowledge, however it should then be the dealership responsibility to fix the problem.

If I buy a shirt at Edgars stores and when I get home and noticed that, the shirt doesn't have buttons. I will have to take it back to the shop and they will give me another shirt without paying an extra money. Or if they were to take the shirt to the tailor to put the missing buttons, it will be Edgars stores that will have to pay the tailor not the customer. However, we were totally in disagreement with the Sells Manager, of which he told me that he will have to consult and he will revert back to me. It is now four weeks, I have send him an e-mail last of last week. I have called twice last week as a follow-up, that was on Thursday and Friday 21/22 of February 2019 and I’m always been told that, he is a meeting. Furthermore, I have left messages on two occasions with the lady at the reception who has indicated to me that, she has send an e-mail, informing him to return my calls and he hasn't done so. Yes he might have been in a meeting but not for the whole day. I’m really left highly disturbed by Mercedes Benz and the integrity of staff employed. In addition I would like to ask this questions, what are the job responsibilities of a Sales Manager? Does he have to take days, weeks and months to respond to the customer? These are the two questions which I need to get answers from the management.