Terrible service from Mercedes Benz M2 Cargo City

Good day

1. On the 21st Novemer 2019 I brought my vehicle a W204 White Mercedes-Benz C180 in for repairs at M2 Cargo city Mercedes-Benz. I was referred to Nicole Myburg the Service Advisor. After having explained the symptoms the vehicle was displaying, she then had a job card opened on my behalf. The check engine light was on, the vehicle had been loosing power, jerking and the engine cutting off as well as it was due for an A Service and front break pads and discs needed replacing. I explained that my primary concern was the vehicle loosing power and jerking, and that, that is what I needed sorted out first. 2. I informed the service advisor on what the vehicle was doing, and that I had poured fuel of R400 at the new Engen Service Station in Vosloorus which is on Brickfield rd near Chris Hani Crossing Shopping centre, and that I had driven a distance which was more than 60 km and then the vehicle started jerking,and the check engine light came on. I restarted the vehicle and proceeded to M2 Cargo City Mercedes-Benz seeing as it was the nearest to me. After having booked the vehicle in,Nicole informed that, she would have a technician check it, and refer back to me on the findings of their diagnosis.

3. On the 22 November 2019 at about 1:30 PM I received a call from Nicole advising that they had checked and found that the fuel was contaminated. She then told me that she would be knocking off at 2:00 PM and needed the go ahead from me for them to drain the fuel that is contaminated out of the system, and have the fuel system flushed. I then requested her to forward a copy of the quotation for the fuel contamination, to which she asked for my email address, which I furnished to her. At 1:47 PM I received the quotation which amounted to R26558.10, which was inclusive of the A service, the front break pads and disks, as well as the draining and flushing of the contaminated fuel. Since she had informed that she was knocking off at 2:00 PM, and because I was also driving, I could not properly have a look at the quotation. I than asked that, it wouldn't it rather be better to wait, so that I could get a chance to have a look at the quotation over the weekend and give her a call first thing Monday morning.

4. On the 25th of November 2019, about 8:30 AM, I drove to M2 Cargo City and spoke to Nicole regarding the quotation she had forwarded me, for contamination. I questioned why they were saying that it was contamination since I had driven the vehicle for more than 60 km after refuelling, without any issues? Would contaminated fuel make it possible for the vehicle to be able to drive for 60 km? I also asked her what the fuel was contaminated with? She then showed me a quote for another vehicle that she claimed that fuel was also contaminated on it, and that the owner had refuelled at the Shell Ultra City on the M2 highway. I said to her this that she is telling me does not make sense, and asked how had they tested that the fuel had been contaminated? She told me that they had taken a small and burnt it, and that there had been left over debris. I informed that I was not satisfied, with the information she was giving me, to which her response was this is the procedure they use as Mercedes-Benz. First they would drained the fuel, flush the system and then 'hope' that it had not damaged other parts of the fuel system. My response to that, was that I did not agree with the method that was being used to diagnose the vehicle, to which she reiterated that this was their procedure. I was left with no other choice but to agree. I told her I would pay for the contamination, and would give them a chance, but also that this would cause conflict down the line. I then proceeded to pay R8000.00 at the cashier, then left.

5. Around the 28th of November 2019, Nicole called me to inform me that they had drained the contaminated fuel, flushed the system and then also found that the vehicle was still displaying fault codes. They were suspecting it was the injectors or the coil and that they would further check the fuel system, because it seemed that the contamination had affected more parts. The technician would continue checking the vehicle, once they are sure, she will then revert back to me on the findings.

6. Around the 29th of November 2019, Nicole called me, to confirm that it was fuel contamination as well as the injectors. She then informed me that it would cost in the region of R13 500.00, and also that a remaining balance of about R5 500.00. She then asked that I give her the go ahead to proceed with the repairs. I asked her to confirm if parts were available and then let me know, because I was worried that they might not have the injectors and stock and would have to order. She said she would get back to me regarding the parts.

7. On the 3rd of December 2019, I tried to call Nicole, and was informed that she was busy and I should leave a message, and that she would get back to me. I tried several times during the course of the day, and was not successful in reaching her. I then sent her an email, enquiring to why she had not gotten back to me on the availability of the injectors. She then called me to inform me that she was busy with a quotation for me with her manager, and also currently it was amounting to about R75 000.00. once she was done with the quote, she would then call me back. I then asked her what she was talking about because she had advised me that the issue on my vehicle was the fuel contamination and the injectors. She then advised that the high speed pressure pump was also faulty. I asked her how come they could not pick that up on the diagnosis, because this was effectively the third diagnosis, and quotation on my vehicle. She then said yes it was so, and that she would forward me a copy of the quotation once she was done with manager, and would also call me back. I received the email with quote, informing me that she had tried to call me and that she attached the quotation. it amounted to R82 589.60.

8. On the very same day i then called Mercedes-Benz customer care, and spoke to Ruth to whom I relayed the issues I have been experiencing since I took my vehicle in for repairs. She then gave me a reference number which is, ***. Ruth also informed me that there was a turnaround time of 3 working days for a resolution of the matter. She also informed that there was a department called Dtec which would investigate my complaint after receiving all the relevant information from the dealership. They would would then get back to me once it has been investigated after 3 working days.

It has been now been 13 working days, customer care or should say you Eunice have told me that what the dealership has done in diagnosing my vehicle was correct. I do not believe it to be correct. I still do not think that they even know what is actually wrong with my vehicle. I also dont believe that they would be able to fix the vehicle. When i took the vehicle in at Mercedes-Benz I believed that i was taking my vehicle to the specialist. To technicians who know what they are doing rather than, having taken it to a back yard mechanic. In the first place they should have been able to see the first time they diagnosed the vehicle that the injectors and high speed pressure pump was faulty. Why should it take them 3 weeks to diagnose that. I may not be a technician pr a specialist but i can tell when I am being taken for a ride. This is absolutely poor service, which no customer of such an esteemed brand should have to endure. it. I have attached the two quotations forwarded to me by the service advisor, and if you would go to the telephonic conversations between me and Nicole you would also find the 2nd quote which she gave me telephonically for the injectors. I have taken the time to reduce this to writing to so that you can forward it to your manager and all other relevant parties. I need to have a resolution on this matter by noon tomorrow. It has been over a month with my vehicle sitting M2 cargo city with no sign that my vehicle will actually get repaired. and I do not trust that they would be able to repair it judging by what they have done thus far.

Regards

Sithembiso Shabalala