Bad service

my car broke down on last Friday after the Tongaat toll I called Mercedes me at 3 pm the call centre agent that told me the i can check my e mail for a link I checked the link , on the webpage that opened there is clock that countdowns the time when the technician reaches me and that the case has been logged ,the clock or case we never activated I was told that the technical dep will send a technician in 45 min I call Mercedes me after 4 pm they asked me to wait another 45 min I called back at 5 pm ,after very I called the Mercedes me call centre again and asked them to give me the technician cell no, I than call the technician and explained the problem (cars warning light came on with a message that the coolant has run out and the tenp gauge was 120 red) He that told me that he will send the tow truck , the tow truck arrived One hour later I than called the dealership and spoke to manager Hendry who told me that Mercedes lend give me a car on Monday if the part cannot be located and that I should follow up on Saturday on the progress of the car I went to Mercedes Umhlanga on Saturday because no one picked up the phone in the work shop, and was told that the water pump has to be imported from Germany and that I should call in on Monday I was at the dealership on Monday at 10 am and left at 12.30 am with no car I asked for Hendry he was in a meeting ,I was attended by Kyle who told me that he will speak to Hendry and log a case regarding a loan car it is now 3.30 pm Kyle did not call me I did not expect this type of treatment from a so called premium brand I am a insurance broker and the nature of my job requires me to use my car to meet my clients