BAD CUSTOMER SERVICE

I am having a very bad customer service form Mercedes-Benz Eastrand Mall.

On Monday, 11 April 2022 I ordered spare parts from Mr. Enos Ma****wa. He informed me that some of the spare parts are not available in the country he has placed an order with Germany and will take 3-4 weeks to arrive. I called again on Monday, 9 May 2022 and he would not answer his phone. I left a message at the company switchboard for him to call me. Instead, a gentlemen called Tato returned my call. I asked him to put me through to Enos but he informed me that he was busy but he offered to help. He checked and informed me that the spare parts have not arrived he does not know what is happening. He will ask Enos to check with customer service and call me back. Enos never called. On Friday, 13 May 2022 I called again to speak to Enos instead Tato answered the phone. I asked him to put me through to Enos as he never called since the last time I spoke to Tato. Tato duly obliged and transferred me to Enos. I enquired from Enos on the progress of my order and he said Mercedes-Benz Germany has not responded yet but he will send a follow-up email and will provide a feedback. After 5 days, I called again now its Wednesday, 18 May 2022. He again told me that Mercedes-Benz Germany has not responded. He will send them another email. He will get back to me on Thursday, 19 May 2022. I said to him always promise to get back to me but you never do. If you don’t call on Thursday as promised I will call you on Friday, 20 May 2022. Without disappointing Enos never called with the feedback on Thursday, 19 May 2022. I called him in the afternoon on Friday, 20 May 2022. He again promised to get back to me before the close of business day. Again, he never called back. Now, I was beginning to suspect that the order was never placed by Enos he is now buying time and placing an order now. I called on Saturday, 21 May 2022 and I was informed he is not at work.

On Monday, 23 May 2022 I called again, my number would not go through. I got a message that says the number does not exist, I must dial carefully or check the telephone directory. I suspected that something was amiss. I asked three different people to call that number, they all could get through but my number could not get through. That’s when I realised that my number has now been blocked. So, I asked someone to call on my behalf because now I could not get through. Enos was asked about the progress of the order, he rep**** that I must not panic. I am panicking as if my order was placed in January and yet it was only placed in April. If the order is supposed to take 3-4 weeks why would I not be concerned if after 6 weeks the order has not arrived and the person you are dealing with never called to give a feedback and never make a follow up unless reminded. To start with, is it correct for a customer service agent to minimize the legitimate concerns of a customer like that? Enos was asked to provide the paper trail for when he placed an order on Monday, 11 April 2022 and he could not provide it. Essentially now, Enos has chased me away as Mercedes-Benz Eastrand Mall because he has blocked my number from being able to call for buying or making any service booking. I don’t know how many customers has he chased away like this. I don’t know which other company would allow customer agent to do this to customers.

Enos has wasted so much of my time because I could have placed the order somewhere else.

I wish Mercedes-Benz Eastrand Mall best of luck if they can allow their staff to treat customers in such a despicable manner.