Bad experience /Customer service at mercedes benz century

Good day

I had one of the worst experiences at mercedes benz century city.

I booked my car in to replace nox sensors. I persifcly told the consultant to please assist me with other small parts sunroof clips and that small covers that is use on the back car seat covers. The agent advise me that he will get the following and provide me with a quotation. I also asked him if they can check out the front suspension as it had a sqeeky noice. His words to me was no that is going to take to long as I only booked in car for nox sensors so I must not give other stuff as it's going to take to long I won't receive my car same day if they need to check other stuff. As a customer I was very confused because is this not extra money for the company and it was a very bad customer experience.

I left I spoke to one of the advisors he was very helpful Satish parbhoo he was very helpful and always contacted me to update me regarding my car. We made arrangements to collect car on 23 March 22.

When entering mercedes century there was no reception and no advisor at site. I was standing in a line no assistance I was not even sure if I am in the right line. Finally one of the advisors came but she was on a call . The 2nd advisors also came Charles he was also on a call. I was standing in the line for several minutes. I walked over to the lady and she said she was busy I then went to Charles he said his busy. I went back to the the line at reception. After 30min of standing I went to Charles again he said he have 3 clients waiting for him that came before me I will have to sit an wait till his done with attitude.

I did not stress to much as I am also in customer service I could see that he was stressing because of all the clients.

I was then sitting for another 30min with no assistance one of the ladies that waited for Charles that came before me made a big commotion regarding the waiting period and she demanded to speak to the manager. I was sitting opposite Mr van vuuren office and he saw the lady going crazy. He did not have the decency to come out an apologize for the inconvenience.

The 1st lady that I asked for assistance came to me an asked me are u still here didn't they assistance you sir. I said no let me speak to the manager. She directed me to the manager. Mr van vuuren this was one of the worst excuses I heard he told me the reason they are under pressure is because one of the advisors is on sick leave. I was very disappointing in the way he handled the situation. He did not apologize for the inconvenience or made me feel better. I asked him one question a few questions. I told him if mercedes century is operating like this because of one advisors that is sick then its a big concern for me. I asked him in future if they can make provision for employees that are not well he said he can do nothing about it as they have sufficient staff he can't just employ more people.

I asked him why didn't he come to the rescue when that lady went crazy he said he was on a call I asked him why didn't u come apologize when you were done with the call. Or put a notice to say you under staff or just inform the client about the turn around time. He had nothing to say he then got a advisor to assist me Dale.

This was a very professional gentlemen he apologized for the inconvenience he got my job card and assisted me it took a few min. May car battery was flat he got some one to jump start me he then apologized again for the bad experience. I the manager had to make me feel like Dale did not sure if the manager is in the right position or if he just had a bad day.

I would recommend Dale and he was the only reason I would go back to century as I can still he have the values of mercedes at heart.