Appalling service from Mercedes Benz South Africa

It’s been three hours since we logged a call regarding a problem with our Mercedes that wouldn’t start. Firstly the call centre agent was most unfriendly, unhelpful and rude. Secondly the technician told us this is the first time he’s heard of such a problem, he doesn’t know what to do (if he doesn’t know why is he a technician???) we then requested that the car be towed- that was two hours ago. Lastly the attitude of the technician is appalling- according to him he’s very busy with other customers hence this is why he’s taking so long (mind you, every time WE called him as there was no follow up calls from Mercedes, he said he’s almost here) we are still waiting three hours later. The tow truck driver arrived, he said there’s nothing he can do without the technician. How ridiculous. This is pathetic service and customer service from Mercedes Benz. I suggest you get better people to work for you- more professional and definitely more s****ed. I’ve never experienced service from a dealership like this. And Mercedes Benz is supposed to be a prestigious brand??? DEFINITELY NOT!!! 0/10 do NOT recommend