Absolutely disgusting service from all departments.

<p>I thought I was purchasing a premium vehicle when I chose to buy a Mercedes-Benz, which would come with great service to back the great product.</p> <p>It has been the complete opposite!!</p> <p>I have been dealing with Merc in Umhlanga – South Africa.</p> <p>The service level from their staff has been absolutely disgusting from all departments.</p> <p> </p> <p>The sales department, sold me a vehicle which the consultant knew nothing about. (I bought the car with an automatic rain sensor). When I took the car for a service and asked them to check the sensor as it was not working I was told it did not have one. How difficult is it to learn the specs of a vehicle or even read them off a spec sheet. The sales member was rude and arrogant.</p> <p>I signed my finance documents and was later told there was an error and needed to resign my documents. They just asked me to come in and sign without pointing out the fact that they had made a major error with the vehicle model and wanted to charge me a higher monthly premium (R45 000 difference over the term).</p> <p>When I discussed the poor service with the head of the pre-owned department, there was no care. The service level and problems continued which I later escalated to the Principal.</p> <p> </p> <p> </p> <p>I thought I was finally done with the poor experience from Mercedes-Benz. However, I was mistaken, as the inefficient service, lack of knowledge and disregard for customer satisfaction continued when dealing with their service department. The vehicle must be booked in on different days for each item wrong with the vehicle. When they forget one of the items, they want you to book it in again another day. I had my tyres replaced and wanted them to do wheel alignment as a third party is not allowed to carry out the alignment. I then get told that they can only do alignment over 20 000km. I bought the car at 9000km and had to replace the tyres at 18 000km and I must drive the car for another 2000km before I can align the wheels, causing damage to them, while I wait, when the third party could have done the alignment, but Merc can’t.</p> <p> </p> <p>Try calling their switchboard, you are lucky if it gets answered.</p> <p>I called twice and after 30 rings the first call got cut off. The second time was answered after about 20 calls. When I asked the operator why it takes so long for the phones to be answered I get a rude response that there are 3 of them and they answer the phones for 6 dealerships. I hope Mercedes-Benz SA and International know this.</p> <p> </p> <p>When I had this issue with the service department consultant today, I stood in their offices, while the service manager sat at his desk 10 meters away and stared at us through his glass windows. We even asked to speak to him and he stayed in his office. This type of disrespect from senior management, filters down in a company and shows the utter lack of respect and concern in this company.</p> <p> </p> <p>It is unfortunate that such a great international brand like Mercedes-Benz and Daimler can be tarnished by one branch!!!</p>