Bad Service from Mercedes Benz East Rand Mall

My car was involved in a pothole incident on the 7th of December 2022, and was towed to Mercedes Benz East Rand Mall. Damage was focused on the left front wheel and suspension. Since then, I have had nothing but very bad service from Mercedes Benz as a company. After Insurance paid the claim, we immediately went to East Rand Mall to pay over the money so that the replacement parts can be ordered. We were informed that this should take 3 weeks by the Service Manager, although the Service Advisor said 3-6 weeks, as parts had to be sourced from Germany (which goes beyond my understanding, as there is a manufacturing plant in South Africa!). The reason given for the long waiting period, was that Mercedes Benz SA was undergoing an Internal Logistics Modernization Online system and the ETA for parts was not visible to them. However, since then with every phone call I made to enquire about the progress, I was given vague answers about ETA and expected completion time for my vehicle. Some parts arrived in January, but they were waiting for some parts including nuts and bolts and wheel bearings?? (Common parts that should be available at any workshop) When I complained about the lack of ETA, I was sent a general letter apologizing as this delay and lack of response which was due to this "upgrade" which was supposed to have been completed by the 16th of January 2023.... long overdue. I then requested a courtesy car from Mercedes Benz on the 2nd of February 2022, as this vehicle is my only form of transport and since the accident, I had to be reliant on taxi services, which is extremely costly. Also, with this request I received minimal support. I was told by the Service Advisor that I can follow up from the Rental Division on the 9th of February as she has escalated the request and it is out of her hands. Since then, I have been trying to get hold of their customer service department telephonically and was only successful 14th Feb 2023 after holding on for 12 minutes! I was assisted with my enquiry about the rental car and said was told that they would contact the dealer to go ahead with the rental.... now why did it take such a long time and also why did I, as the customer, have to make the phone call and follow-up???? And still NO ETA on the parts, thus my car has been in their workshop for over 2 months - waiting for parts!

I have been a Mercedes customer for the past 20 years as this was my 4th Mercedes Benz and THIS IS THE WORST SERVICE, I HAVE EVER RECEIVED FROM MERCEDES BENZ SOUTH AFRICA!!!! I shudder to think what the waiting time would be if I was involved in a serious accident. I therefore am seriously considering selling the car buy a more reliable brand. Mercedes Benz brand has lost its claim to be one of reliable luxury car manufacturers, with this logistical transition.......