Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Mercedes-Benz South Africa is described by owners as a premium brand whose ownership experience falls short of its promise. Customers consistently report misdiagnosed faults, vehicles held for weeks awaiting parts, denied warranty and goodwill claims, and escalations to MBSA that simply repeat the dealership position. A recurring theme is unanswered phones and named managers who stop replying once a dispute begins.
Top Strengths:
- •Staff Professionalism & Conduct: Isolated bright spots exist. Bevlyn China and Siphiwe Mthembu are named for outstanding handovers and genuine after sale care, and some drop off hosts and consultants are called dedicated, professional and reassuring, but these experiences are the exception rather than the norm.
TrustIndex
2.1
NPS Score
-90
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Mercedes-Benz South Africa
What do customers say about Mercedes-Benz South Africa?
Based on recent customer reviews, Mercedes-Benz South Africa is described by owners as a premium brand whose ownership experience falls short of its promise. Customers consistently report misdiagnosed faults, vehicles held for weeks awaiting parts, denied warranty and goodwill claims, and escalations to MBSA that simply repeat the dealership position. A recurring theme is unanswered phones and named managers who stop replying once a dispute begins.
What is Mercedes-Benz South Africa's biggest strength?
Mercedes-Benz South Africa's biggest strength, according to Hellopeter's AI analysis, is Staff Professionalism & Conduct. Isolated bright spots exist. Bevlyn China and Siphiwe Mthembu are named for outstanding handovers and genuine after sale care, and some drop off hosts and consultants are called dedicated, professional and reassuring, but these experiences are the exception rather than the norm.
What are the most common complaints about Mercedes-Benz South Africa?
The most common complaint about Mercedes-Benz South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Service, Repairs & Maintenance. Service, Repairs & Maintenance (0.8) draws the heaviest criticism. Customers describe repeat visits for the same fault, work signed off that was never done, vehicles returned with new damage, months long parts waits and courtesy cars that are either unavailable or billed to the owner.
Is Mercedes-Benz South Africa trustworthy?
Mercedes-Benz South Africa has a TrustIndex of 2.1 out of 10 on Hellopeter, based on 64 reviews in the last 12 months. Hellopeter has tracked Mercedes-Benz South Africa across 1,562 total reviews. How is the TrustIndex calculated? →
Recent reviews (64)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2013
R17,000 service. Engine dead 48 hours later. 66 days without my car. No accountability
11 August 2026 — I telephoned Bedfordview and reported the symptoms. 12 August 2026 — I brought the vehicle in. The workshop diagnosed a cylinder 2 coil failure — the exact component their technicians had handled five days earlier. Despite diagnosing an active misfire, they scheduled the repair for 17 August and sent me home to continue driving the car. No one warned me that driving with a misfiring cylinder causes serious internal engine damage. I had come in with alternative transport already arranged, fully expecting to leave the car. That decision was made entirely by the dealership. 14 August 2026 — The engine catastrophically failed. The vehicle became immobile and had to be towed back to Bedfordview. Their own job card records the complaint as: "funny noise while driving after workshop visit." They then quoted me R248,966.60 for an engine replacement — and indicated I should pay for it. What followed was equally unacceptable. I raised my concerns in writing, citing the Consumer Protection Act, and refused to authorise any repair at my cost until the cause of failure was properly investigated. The responses I received were slow, evasive, and dismissive: • Written questions sent multiple times went unanswered for weeks • On one occasion, after sending a detailed written request, the only response I received was a single word: "Note" • I was passed between the Service Advisor and Service Manager with no resolution from either • The matter was escalated to Mercedes Technical, then to an independent engineering company, then to Wear Check for oil analysis — a process that has now taken over 9 weeks and is still not concluded • The dealership at one point cited a delay in sourcing the correct containers for the oil sample as the reason for further delay As of today, 19 October 2026, my vehicle has been at Mercedes-Benz Bedfordview for 66 days. I continue to pay monthly finance, insurance and tracking on a car I cannot drive. Despite multiple written requests, no courtesy vehicle has ever been offered or provided. My concerns are straightforward: 1. The component that failed was physically handled by the dealership's technicians during the service. Their own pre-service diagnostic confirmed no engine faults. It failed within 48 hours. 2. They diagnosed an active misfire on 12 August and sent me home anyway. The engine failed before their own repair date. That decision was theirs, not mine. 3. They have never answered, in writing, why the coil failure was not connected to the spark plug work, or why I was sent home with a misfiring engine. 4. They expect me to fund an investigation into whether their own service was performed correctly. I have declined. This is not the standard of service expected from a premium brand charging premium prices — particularly one handling expensive, complex vehicles where the stakes of poor workmanship are this high. I have escalated to Mercedes-Benz South Africa Customer Care (***), and if this matter is not resolved satisfactorily, my next step is the Motor Industry Ombudsman of South Africa. *** | Invoice *** | Job Card 337853 | MB SA Customer Care ***
1 reviews | Active since May 2013
R17,000 service. Engine dead 48 hours later. 66 days without my car. No accountability
11 August 2026 — I telephoned Bedfordview and reported the symptoms. 12 August 2026 — I brought the vehicle in. The workshop diagnosed a cylinder 2 coil failure — the exact component their technicians had handled five days earlier. Despite diagnosing an active misfire, they scheduled the repair for 17 August and sent me home to continue driving the car. No one warned me that driving with a misfiring cylinder causes serious internal engine damage. I had come in with alternative transport already arranged, fully expecting to leave the car. That decision was made entirely by the dealership. 14 August 2026 — The engine catastrophically failed. The vehicle became immobile and had to be towed back to Bedfordview. Their own job card records the complaint as: "funny noise while driving after workshop visit." They then quoted me R248,966.60 for an engine replacement — and indicated I should pay for it. What followed was equally unacceptable. I raised my concerns in writing, citing the Consumer Protection Act, and refused to authorise any repair at my cost until the cause of failure was properly investigated. The responses I received were slow, evasive, and dismissive: • Written questions sent multiple times went unanswered for weeks • On one occasion, after sending a detailed written request, the only response I received was a single word: "Note" • I was passed between the Service Advisor and Service Manager with no resolution from either • The matter was escalated to Mercedes Technical, then to an independent engineering company, then to Wear Check for oil analysis — a process that has now taken over 9 weeks and is still not concluded • The dealership at one point cited a delay in sourcing the correct containers for the oil sample as the reason for further delay As of today, 19 October 2026, my vehicle has been at Mercedes-Benz Bedfordview for 66 days. I continue to pay monthly finance, insurance and tracking on a car I cannot drive. Despite multiple written requests, no courtesy vehicle has ever been offered or provided. My concerns are straightforward: 1. The component that failed was physically handled by the dealership's technicians during the service. Their own pre-service diagnostic confirmed no engine faults. It failed within 48 hours. 2. They diagnosed an active misfire on 12 August and sent me home anyway. The engine failed before their own repair date. That decision was theirs, not mine. 3. They have never answered, in writing, why the coil failure was not connected to the spark plug work, or why I was sent home with a misfiring engine. 4. They expect me to fund an investigation into whether their own service was performed correctly. I have declined. This is not the standard of service expected from a premium brand charging premium prices — particularly one handling expensive, complex vehicles where the stakes of poor workmanship are this high. I have escalated to Mercedes-Benz South Africa Customer Care (***), and if this matter is not resolved satisfactorily, my next step is the Motor Industry Ombudsman of South Africa. *** | Invoice *** | Job Card 337853 | MB SA Customer Care ***
1 reviews | Active since Nov 2021
A year of excuses and no accountability
Luxury is a promise, and Mercedes-Benz is failing to keep it where it counts: service. Over the past year I have been passed around, apologised to, and promised callbacks that never came. Twice in the last week I was told a manager would phone me. Nobody did. I escalated to head office more than a month ago and I am still waiting for a single response. When something goes wrong, a premium brand should own it quickly and personally. Instead I was left to chase, repeat myself, and absorb the cost and disruption of problems I did not cause. Even a routine visit turned into another inconvenience, with no regard for the fact that I run my own business and can't afford days without my car. You can charge a premium for the badge, but you cannot charge a premium for this level of service. Communication, accountability and basic follow-through are not optional extras. One star, and that is only because the platform won't let me give zero. If I ever buy a Mercedes Benz ever again it will be thanks to Motus Bryanston and the management at Mercedes Benz South Africa. What a horrible experience.
1 reviews | Active since Nov 2021
A year of excuses and no accountability
Luxury is a promise, and Mercedes-Benz is failing to keep it where it counts: service. Over the past year I have been passed around, apologised to, and promised callbacks that never came. Twice in the last week I was told a manager would phone me. Nobody did. I escalated to head office more than a month ago and I am still waiting for a single response. When something goes wrong, a premium brand should own it quickly and personally. Instead I was left to chase, repeat myself, and absorb the cost and disruption of problems I did not cause. Even a routine visit turned into another inconvenience, with no regard for the fact that I run my own business and can't afford days without my car. You can charge a premium for the badge, but you cannot charge a premium for this level of service. Communication, accountability and basic follow-through are not optional extras. One star, and that is only because the platform won't let me give zero. If I ever buy a Mercedes Benz ever again it will be thanks to Motus Bryanston and the management at Mercedes Benz South Africa. What a horrible experience.
1 reviews | Active since Apr 2020
Merc-Benz Constantia Kloof - Horrible Service
My Merc GLC sustained accident damage while at Merc Constatia Kloof on the rear centre of the bumper and front right of the bumper. Mark Branford, Nomsa Pule and Quinton Van Der Heever have concealed the cause of damages, failed to report damages to me, and refused/failed to produce pics taken when booking in the car, including failure/refusal to produce the inspection record noting visible damages at the time of delivery and booking-in of the car, as per their procedure. They also refuse/fail to produce any video footage. They seem to attempt to pin all the damages to the towing company that had an incident when dropping off the car, even damages that are impossible to link to the same incident. The tow truck company incident that happened in their premises was not even reported to me at all. I found out after 2 weeks when collecting the car that there was an incident with the tow truck. The other accident damages are impossible to have been caused during the same incident. They bumped my car multiple time during the time my car was in their possession and they refuse to produce any procedural record that will link them to the damages. This is absolutely pathetic service from Mercedes Constantia Kloof. The expensive repair bill for damages cause by their reckless staff is left with me to sort out. I'm quite appalled.
1 reviews | Active since Apr 2020
Merc-Benz Constantia Kloof - Horrible Service
My Merc GLC sustained accident damage while at Merc Constatia Kloof on the rear centre of the bumper and front right of the bumper. Mark Branford, Nomsa Pule and Quinton Van Der Heever have concealed the cause of damages, failed to report damages to me, and refused/failed to produce pics taken when booking in the car, including failure/refusal to produce the inspection record noting visible damages at the time of delivery and booking-in of the car, as per their procedure. They also refuse/fail to produce any video footage. They seem to attempt to pin all the damages to the towing company that had an incident when dropping off the car, even damages that are impossible to link to the same incident. The tow truck company incident that happened in their premises was not even reported to me at all. I found out after 2 weeks when collecting the car that there was an incident with the tow truck. The other accident damages are impossible to have been caused during the same incident. They bumped my car multiple time during the time my car was in their possession and they refuse to produce any procedural record that will link them to the damages. This is absolutely pathetic service from Mercedes Constantia Kloof. The expensive repair bill for damages cause by their reckless staff is left with me to sort out. I'm quite appalled.
1 reviews | Active since Sept 2026
Disappointing services
Mercedes Banz Bryanston disappointing. I sent complaint to Motus Customer Liaison Officer on 18 March about vehicle being multiple encounters of my vehicle was incorrectly diagnosed, completion dates missed and bad communication. She responded on 30 July, 4 months later stating she will resolve matter. Another encounter this week with Mercedes Benz Bryanston, They will fix as interim solution, while they wait for parts, and then notified on Friday afternoon at 15:00 that it cannot happen. No parts and I have to wait 4 weeks with no courtesy car available. Disappointing for a premium brand
1 reviews | Active since Sept 2026
Disappointing services
Mercedes Banz Bryanston disappointing. I sent complaint to Motus Customer Liaison Officer on 18 March about vehicle being multiple encounters of my vehicle was incorrectly diagnosed, completion dates missed and bad communication. She responded on 30 July, 4 months later stating she will resolve matter. Another encounter this week with Mercedes Benz Bryanston, They will fix as interim solution, while they wait for parts, and then notified on Friday afternoon at 15:00 that it cannot happen. No parts and I have to wait 4 weeks with no courtesy car available. Disappointing for a premium brand
1 reviews | Active since Aug 2019
Extremely disappointing experience with Mercedes-Benz Westrand
Extremely disappointing experience with Mercedes-Benz Westrand. I booked my vehicle in for three specific issues: the right tail light, fingerprint sensor and PDC/sensor warning. The vehicle remained with the dealership for around three weeks because I had advised them that I would be travelling outside the country. When I collected the vehicle, a completely new problem appeared. As I was leaving the dealership, the vehicle displayed a coolant warning. By the following morning, I also noticed fluid leaking underneath the vehicle. Neither of these issues existed when I handed the car over to Mercedes-Benz. I reported this immediately and returned the vehicle. Mercedes-Benz has now informed me that the radiator has physical damage which they believe is consistent with an external impact, and therefore the repair is not covered under Motor Plan. My concern is very simple: the vehicle went into the dealership without a coolant leak, spent approximately three weeks in their custody, and the coolant warning appeared immediately when I collected it. I therefore find it extremely difficult to simply accept that I should be held responsible for this damage. Saying that the radiator suffered an “external impact” does not explain when, where or how that impact happened. I have asked Mercedes-Benz to properly consider the fact that this problem arose immediately after the vehicle had been in their possession for weeks. The communication throughout the process was also very poor. It was extremely difficult to reach my service advisor while the vehicle was being attended to. I complained about this and specifically requested another service advisor when I returned the vehicle. Instead, the original advisor immediately intervened and insisted that the file was hers, despite the fact that I had already expressed dissatisfaction with the service I had received. I escalated the matter to Mercedes-Benz South Africa under reference ***4. Unfortunately, their responses have largely repeated the dealership’s position that the radiator damage was caused by an external influence and is therefore not covered. That does not address my actual complaint. My complaint is not merely about Motor Plan coverage. It is about what happened to my vehicle while it was in the dealership’s custody, the fact that the coolant problem appeared immediately upon collection, the quality checks performed before handing the vehicle back to me, and the lack of accountability around when this damage occurred. To make matters worse, I went to the dealership yesterday and paid a deposit of R8,400 toward the repair, with the total repair cost being approximately R16,800. I did not make this payment because I accept responsibility for the damage. I paid because I do not want my vehicle to deteriorate further while this dispute continues. The vehicle is being kept at the dealership, and I am also concerned that vehicles are left parked outside and exposed to the sun for extended periods. After already having the vehicle there for weeks and now facing a coolant-related issue, I am not prepared to risk further deterioration while Mercedes-Benz and I continue arguing about responsibility. It is extremely frustrating to have to pay thousands of rands simply to protect my vehicle and get it repaired, while still strongly disputing that I should be responsible for damage that was not present when I originally handed the car over. For a premium brand like Mercedes-Benz, I expected a much higher standard of service, communication, accountability and customer care. Instead, I am now approximately R16,800 out of pocket for a problem that appeared immediately after my vehicle spent three weeks at the dealership, and I have already had to pay R8,400 upfront just to get the repair process moving. I strongly dispute Mercedes-Benz’s conclusion and remain extremely disappointed with both Mercedes-Benz Westrand and the way Mercedes-Benz South Africa has handled my escalation. I would advise other customers to take detailed photographs and videos of their vehicles, dashboard warnings, mileage and general condition before handing their cars over for repairs or servicing. This experience has seriously damaged my confidence in the Mercedes-Benz brand.
1 reviews | Active since Aug 2019
Extremely disappointing experience with Mercedes-Benz Westrand
Extremely disappointing experience with Mercedes-Benz Westrand. I booked my vehicle in for three specific issues: the right tail light, fingerprint sensor and PDC/sensor warning. The vehicle remained with the dealership for around three weeks because I had advised them that I would be travelling outside the country. When I collected the vehicle, a completely new problem appeared. As I was leaving the dealership, the vehicle displayed a coolant warning. By the following morning, I also noticed fluid leaking underneath the vehicle. Neither of these issues existed when I handed the car over to Mercedes-Benz. I reported this immediately and returned the vehicle. Mercedes-Benz has now informed me that the radiator has physical damage which they believe is consistent with an external impact, and therefore the repair is not covered under Motor Plan. My concern is very simple: the vehicle went into the dealership without a coolant leak, spent approximately three weeks in their custody, and the coolant warning appeared immediately when I collected it. I therefore find it extremely difficult to simply accept that I should be held responsible for this damage. Saying that the radiator suffered an “external impact” does not explain when, where or how that impact happened. I have asked Mercedes-Benz to properly consider the fact that this problem arose immediately after the vehicle had been in their possession for weeks. The communication throughout the process was also very poor. It was extremely difficult to reach my service advisor while the vehicle was being attended to. I complained about this and specifically requested another service advisor when I returned the vehicle. Instead, the original advisor immediately intervened and insisted that the file was hers, despite the fact that I had already expressed dissatisfaction with the service I had received. I escalated the matter to Mercedes-Benz South Africa under reference ***4. Unfortunately, their responses have largely repeated the dealership’s position that the radiator damage was caused by an external influence and is therefore not covered. That does not address my actual complaint. My complaint is not merely about Motor Plan coverage. It is about what happened to my vehicle while it was in the dealership’s custody, the fact that the coolant problem appeared immediately upon collection, the quality checks performed before handing the vehicle back to me, and the lack of accountability around when this damage occurred. To make matters worse, I went to the dealership yesterday and paid a deposit of R8,400 toward the repair, with the total repair cost being approximately R16,800. I did not make this payment because I accept responsibility for the damage. I paid because I do not want my vehicle to deteriorate further while this dispute continues. The vehicle is being kept at the dealership, and I am also concerned that vehicles are left parked outside and exposed to the sun for extended periods. After already having the vehicle there for weeks and now facing a coolant-related issue, I am not prepared to risk further deterioration while Mercedes-Benz and I continue arguing about responsibility. It is extremely frustrating to have to pay thousands of rands simply to protect my vehicle and get it repaired, while still strongly disputing that I should be responsible for damage that was not present when I originally handed the car over. For a premium brand like Mercedes-Benz, I expected a much higher standard of service, communication, accountability and customer care. Instead, I am now approximately R16,800 out of pocket for a problem that appeared immediately after my vehicle spent three weeks at the dealership, and I have already had to pay R8,400 upfront just to get the repair process moving. I strongly dispute Mercedes-Benz’s conclusion and remain extremely disappointed with both Mercedes-Benz Westrand and the way Mercedes-Benz South Africa has handled my escalation. I would advise other customers to take detailed photographs and videos of their vehicles, dashboard warnings, mileage and general condition before handing their cars over for repairs or servicing. This experience has seriously damaged my confidence in the Mercedes-Benz brand.
1 reviews | Active since Apr 2015
Mercedes-Benz Centurion – Is This Really “The Best or Nothing”?
I am extremely disappointed with the customer service I received from Mercedes-Benz Centurion today. I took my Mercedes-Benz in for its service, as I normally do. Usually, I am provided with an Uber voucher to get to work and return to the dealership to collect my vehicle. Today, I was offered a driver who would take me to work. Before leaving the dealership, I specifically asked the driver whether I would be collected from work later when my car was ready. I was told YES. Based on that confirmation, I left the dealership. This afternoon, when I needed to collect my vehicle, I was suddenly told that the service was one-way only. Excuse me? 🤔 I specifically asked before leaving. I was given an answer. Now, when I need to get back to the dealership, I am left without transport. I tried calling Mark and Norman, both managers, for assistance. My calls were ignored/not answered. I explained that I had no means of getting to the dealership. The response was essentially that they would wait for me. I was literally prepared to WALK to the dealership to collect my own vehicle. This is not about an Uber. It is about communication, accountability and basic customer service. I am a loyal Mercedes-Benz customer and someone who has actively supported and promoted the brand. I am part of a group of ladies with Mercedes-Benz vehicles Huns With Mercs on Tik Tok, and we regularly showcase and promote the brand for FREE. I have also been involved in charity work connected to the community with the same group. We give the brand free exposure, proudly drive the vehicles and support the Mercedes-Benz name — yet this is how a customer is treated when she needs assistance? Mercedes-Benz markets itself around the philosophy “The Best or Nothing.” Today, I experienced the opposite. I have also contacted Mercedes-Benz South Africa because I could not get the assistance I expected from the dealership. Mercedes-Benz Centurion, is this genuinely the level of customer service you believe your customers deserve? I would like a proper explanation and accountability from management and Mercedes Benz SA
1 reviews | Active since Apr 2015
Mercedes-Benz Centurion – Is This Really “The Best or Nothing”?
I am extremely disappointed with the customer service I received from Mercedes-Benz Centurion today. I took my Mercedes-Benz in for its service, as I normally do. Usually, I am provided with an Uber voucher to get to work and return to the dealership to collect my vehicle. Today, I was offered a driver who would take me to work. Before leaving the dealership, I specifically asked the driver whether I would be collected from work later when my car was ready. I was told YES. Based on that confirmation, I left the dealership. This afternoon, when I needed to collect my vehicle, I was suddenly told that the service was one-way only. Excuse me? 🤔 I specifically asked before leaving. I was given an answer. Now, when I need to get back to the dealership, I am left without transport. I tried calling Mark and Norman, both managers, for assistance. My calls were ignored/not answered. I explained that I had no means of getting to the dealership. The response was essentially that they would wait for me. I was literally prepared to WALK to the dealership to collect my own vehicle. This is not about an Uber. It is about communication, accountability and basic customer service. I am a loyal Mercedes-Benz customer and someone who has actively supported and promoted the brand. I am part of a group of ladies with Mercedes-Benz vehicles Huns With Mercs on Tik Tok, and we regularly showcase and promote the brand for FREE. I have also been involved in charity work connected to the community with the same group. We give the brand free exposure, proudly drive the vehicles and support the Mercedes-Benz name — yet this is how a customer is treated when she needs assistance? Mercedes-Benz markets itself around the philosophy “The Best or Nothing.” Today, I experienced the opposite. I have also contacted Mercedes-Benz South Africa because I could not get the assistance I expected from the dealership. Mercedes-Benz Centurion, is this genuinely the level of customer service you believe your customers deserve? I would like a proper explanation and accountability from management and Mercedes Benz SA
1 reviews | Active since Aug 2020
Merc Constantia kloop GP(Terrible service)
Worse service by Constatia kloof,14th avenue JHB,took my car for checks for misfire and i requested to spark plugs changed and my invoice was split into two which resulted with me paying more on VAT,three days later the car had the same problem and the rude workshop managet told me that the initial issue was injector no 1 amd now injector numbet 3 is the problem amd i have to pay again.I feel like this branch doest know their cars,they did not have answers for me amd the manager kept saying"i know you want to use my words against me"i took my car to another workshop who advised me that when changing injectors,yku change all of them not one or else the problem will not go away,something the manufature failed to tell me.I will never go there again and i lodged a compmain with Miosa
1 reviews | Active since Aug 2020
Merc Constantia kloop GP(Terrible service)
Worse service by Constatia kloof,14th avenue JHB,took my car for checks for misfire and i requested to spark plugs changed and my invoice was split into two which resulted with me paying more on VAT,three days later the car had the same problem and the rude workshop managet told me that the initial issue was injector no 1 amd now injector numbet 3 is the problem amd i have to pay again.I feel like this branch doest know their cars,they did not have answers for me amd the manager kept saying"i know you want to use my words against me"i took my car to another workshop who advised me that when changing injectors,yku change all of them not one or else the problem will not go away,something the manufature failed to tell me.I will never go there again and i lodged a compmain with Miosa
1 reviews | Active since Jun 2022
MERCEDES-BENZ BRYANSTON & MERCEDES-BENZ SOUTH AFRICA – WHERE IS THE “LUXURY EXPERIENCE”?
I am writing this review because I believe prospective and existing Mercedes-Benz customers deserve to know what can happen when something goes wrong and you expect the same level of service and accountability that Mercedes-Benz promises when selling you a premium vehicle. I own a Mercedes-Benz GLB 220d, and my recent experience with Mercedes-Benz Bryanston and Mercedes-Benz South Africa has been deeply disappointing. Mercedes-Benz markets itself as a luxury brand and repeatedly promotes the idea of a premium, world-class customer experience. However, based on my experience, the "luxury experience" seems to disappear when the customer has a legitimate problem and expects Mercedes-Benz to take responsibility. My vehicle developed issues involving the electronic systems in the centre console, including the USB-C interface used for data connectivity and Apple CarPlay, the centre-console controls/touchpad and the MBUX infotainment system. The circumstances surrounding the failure raised concerns about possible water/moisture damage to the centre-console electronics. Instead of receiving the level of investigation and customer support I expected from an authorised Mercedes-Benz dealership, my claim was dismissed and responsibility was effectively shifted back to me. What I find particularly unacceptable is that I have not been provided with what I consider to be a sufficiently detailed and convincing technical explanation establishing exactly: * What component failed; * What caused the failure; * Where the alleged water/moisture entered; * What evidence establishes the source of the moisture; * Which electronic components were actually damaged; * Whether the USB-C module was independently tested; * Whether the centre touchpad/MBUX controller was independently tested; * Whether the MBUX head unit itself was tested; * What diagnostic fault codes were recorded; * Whether the wiring harnesses and connectors were inspected; and * Why Mercedes-Benz has concluded that the responsibility should fall on me. Instead, I was left with the impression that the objective was to find a reason to reject the claim rather than to properly investigate the problem and find a fair solution. That is extremely disappointing from a company selling itself as a premium automotive manufacturer. THIS IS NOT WHAT I UNDERSTAND AS A “LUXURY EXPERIENCE” Luxury is not simply putting a Mercedes-Benz badge on a vehicle. Luxury should mean: -Accountability. -Professionalism. -Transparency. -Technical expertise. -Respect. -Customer care. And standing behind your product. It is easy to provide excellent service when a customer is purchasing a vehicle. The real test is what happens when that customer comes back with a serious problem. In my experience, Mercedes-Benz Bryanston failed that test. The electronics involved in this dispute are not inexpensive components. The centre-console USB-C module, touchpad/MBUX controls and infotainment system are interconnected electronic systems. If the problem progresses to the MBUX head unit, the potential repair cost can become extremely significant. This is precisely why I expected Mercedes-Benz to conduct a thorough and transparent technical investigation before dismissing my claim. A customer should not simply be placed in a position where they potentially have to pay thousands or tens of thousands of rand for electronic components without being given convincing evidence explaining why those components failed and why the customer is responsible. I find this approach particularly concerning when dealing with a vehicle that was purchased and maintained under the Mercedes-Benz brand. What makes this situation even more frustrating is that this is not the first time my family has experienced what we consider unacceptable treatment from Mercedes-Benz. There was previously an incident involving my wife's Mercedes-Benz vehicle where the vehicle was stretched/damaged, and once again we experienced what appeared to be an attempt to shift responsibility rather than simply taking ownership of the situation and resolving it. At some point, a customer has to ask: -Is this an isolated incident, or is this how Mercedes-Benz deals with customers when something goes wrong? After experiencing similar concerns on more than one occasion, my confidence in both Mercedes-Benz Bryanston and Mercedes-Benz South Africa has been seriously affected. My biggest problem is not simply that a component may have failed. Cars are machines. Components fail. My problem is how the customer is treated when they fail. If Mercedes-Benz can conclusively demonstrate that the damage was caused by something outside of its responsibility, then I expect them to show me the technical evidence and explain it properly. I am not asking Mercedes-Benz to give me something I am not entitled to. I am asking for fairness, transparency and accountability. Instead, I have experienced what feels like a process designed around protecting Mercedes-Benz from financial responsibility rather than protecting the customer and resolving the problem. That creates an extremely poor impression of the company. -Mercedes-Benz charges a premium for its vehicles. -Customers pay for the brand. Customers pay for the engineering. -Customers pay for the technology. -Customers pay for the service plans and dealership support. -Customers pay for the Mercedes-Benz experience. Therefore, when something goes wrong, customers should not suddenly be treated as though they are an inconvenience or a financial liability. If Mercedes-Benz wants to position itself as a luxury manufacturer, then its customer service must be held to the same standard as its vehicles. I am disappointed. I expected better from Mercedes-Benz. I expected better from Mercedes-Benz Bryanston. I expected better from Mercedes-Benz South Africa. And I certainly did not expect that, when confronted with a serious electronic problem involving a relatively sophisticated MBUX-equipped vehicle, I would have to fight to get proper answers and accountability. I would like Mercedes-Benz to explain publicly and transparently: What happened to the Mercedes-Benz luxury customer experience? Because from where I am standing, it appears that the luxury experience exists when you are buying the car, but becomes significantly less luxurious when you have a problem and expect the manufacturer and dealership to stand behind their product. I expect Mercedes-Benz Bryanston and Mercedes-Benz South Africa to: 1. Properly review my complaint; 2. Provide the complete technical basis for the rejection of my claim; 3. Provide the relevant diagnostic findings and fault codes; 4. Identify exactly which components have failed; 5. Explain the alleged cause of the failure; 6. Provide evidence supporting the conclusion that the customer is responsible; 7. Review the handling of the previous incident involving my wife's vehicle; 8. Provide a meaningful resolution rather than simply repeating the original rejection; and 9. Demonstrate that Mercedes-Benz actually values its customers after the sale. I am publishing this complaint because I believe consumers should be able to make informed decisions about where they spend their money. A premium price should come with premium accountability. At this stage, my experience with Mercedes-Benz Bryanston and Mercedes-Benz South Africa has left me questioning whether that accountability exists when the customer actually needs it. I sincerely hope Mercedes-Benz proves me wrong.Mercedes-Benz: the luxury should not stop at the showroom door.
1 reviews | Active since Jun 2022
MERCEDES-BENZ BRYANSTON & MERCEDES-BENZ SOUTH AFRICA – WHERE IS THE “LUXURY EXPERIENCE”?
I am writing this review because I believe prospective and existing Mercedes-Benz customers deserve to know what can happen when something goes wrong and you expect the same level of service and accountability that Mercedes-Benz promises when selling you a premium vehicle. I own a Mercedes-Benz GLB 220d, and my recent experience with Mercedes-Benz Bryanston and Mercedes-Benz South Africa has been deeply disappointing. Mercedes-Benz markets itself as a luxury brand and repeatedly promotes the idea of a premium, world-class customer experience. However, based on my experience, the "luxury experience" seems to disappear when the customer has a legitimate problem and expects Mercedes-Benz to take responsibility. My vehicle developed issues involving the electronic systems in the centre console, including the USB-C interface used for data connectivity and Apple CarPlay, the centre-console controls/touchpad and the MBUX infotainment system. The circumstances surrounding the failure raised concerns about possible water/moisture damage to the centre-console electronics. Instead of receiving the level of investigation and customer support I expected from an authorised Mercedes-Benz dealership, my claim was dismissed and responsibility was effectively shifted back to me. What I find particularly unacceptable is that I have not been provided with what I consider to be a sufficiently detailed and convincing technical explanation establishing exactly: * What component failed; * What caused the failure; * Where the alleged water/moisture entered; * What evidence establishes the source of the moisture; * Which electronic components were actually damaged; * Whether the USB-C module was independently tested; * Whether the centre touchpad/MBUX controller was independently tested; * Whether the MBUX head unit itself was tested; * What diagnostic fault codes were recorded; * Whether the wiring harnesses and connectors were inspected; and * Why Mercedes-Benz has concluded that the responsibility should fall on me. Instead, I was left with the impression that the objective was to find a reason to reject the claim rather than to properly investigate the problem and find a fair solution. That is extremely disappointing from a company selling itself as a premium automotive manufacturer. THIS IS NOT WHAT I UNDERSTAND AS A “LUXURY EXPERIENCE” Luxury is not simply putting a Mercedes-Benz badge on a vehicle. Luxury should mean: -Accountability. -Professionalism. -Transparency. -Technical expertise. -Respect. -Customer care. And standing behind your product. It is easy to provide excellent service when a customer is purchasing a vehicle. The real test is what happens when that customer comes back with a serious problem. In my experience, Mercedes-Benz Bryanston failed that test. The electronics involved in this dispute are not inexpensive components. The centre-console USB-C module, touchpad/MBUX controls and infotainment system are interconnected electronic systems. If the problem progresses to the MBUX head unit, the potential repair cost can become extremely significant. This is precisely why I expected Mercedes-Benz to conduct a thorough and transparent technical investigation before dismissing my claim. A customer should not simply be placed in a position where they potentially have to pay thousands or tens of thousands of rand for electronic components without being given convincing evidence explaining why those components failed and why the customer is responsible. I find this approach particularly concerning when dealing with a vehicle that was purchased and maintained under the Mercedes-Benz brand. What makes this situation even more frustrating is that this is not the first time my family has experienced what we consider unacceptable treatment from Mercedes-Benz. There was previously an incident involving my wife's Mercedes-Benz vehicle where the vehicle was stretched/damaged, and once again we experienced what appeared to be an attempt to shift responsibility rather than simply taking ownership of the situation and resolving it. At some point, a customer has to ask: -Is this an isolated incident, or is this how Mercedes-Benz deals with customers when something goes wrong? After experiencing similar concerns on more than one occasion, my confidence in both Mercedes-Benz Bryanston and Mercedes-Benz South Africa has been seriously affected. My biggest problem is not simply that a component may have failed. Cars are machines. Components fail. My problem is how the customer is treated when they fail. If Mercedes-Benz can conclusively demonstrate that the damage was caused by something outside of its responsibility, then I expect them to show me the technical evidence and explain it properly. I am not asking Mercedes-Benz to give me something I am not entitled to. I am asking for fairness, transparency and accountability. Instead, I have experienced what feels like a process designed around protecting Mercedes-Benz from financial responsibility rather than protecting the customer and resolving the problem. That creates an extremely poor impression of the company. -Mercedes-Benz charges a premium for its vehicles. -Customers pay for the brand. Customers pay for the engineering. -Customers pay for the technology. -Customers pay for the service plans and dealership support. -Customers pay for the Mercedes-Benz experience. Therefore, when something goes wrong, customers should not suddenly be treated as though they are an inconvenience or a financial liability. If Mercedes-Benz wants to position itself as a luxury manufacturer, then its customer service must be held to the same standard as its vehicles. I am disappointed. I expected better from Mercedes-Benz. I expected better from Mercedes-Benz Bryanston. I expected better from Mercedes-Benz South Africa. And I certainly did not expect that, when confronted with a serious electronic problem involving a relatively sophisticated MBUX-equipped vehicle, I would have to fight to get proper answers and accountability. I would like Mercedes-Benz to explain publicly and transparently: What happened to the Mercedes-Benz luxury customer experience? Because from where I am standing, it appears that the luxury experience exists when you are buying the car, but becomes significantly less luxurious when you have a problem and expect the manufacturer and dealership to stand behind their product. I expect Mercedes-Benz Bryanston and Mercedes-Benz South Africa to: 1. Properly review my complaint; 2. Provide the complete technical basis for the rejection of my claim; 3. Provide the relevant diagnostic findings and fault codes; 4. Identify exactly which components have failed; 5. Explain the alleged cause of the failure; 6. Provide evidence supporting the conclusion that the customer is responsible; 7. Review the handling of the previous incident involving my wife's vehicle; 8. Provide a meaningful resolution rather than simply repeating the original rejection; and 9. Demonstrate that Mercedes-Benz actually values its customers after the sale. I am publishing this complaint because I believe consumers should be able to make informed decisions about where they spend their money. A premium price should come with premium accountability. At this stage, my experience with Mercedes-Benz Bryanston and Mercedes-Benz South Africa has left me questioning whether that accountability exists when the customer actually needs it. I sincerely hope Mercedes-Benz proves me wrong.Mercedes-Benz: the luxury should not stop at the showroom door.