Complaint sent to Mercedez 10 July 2019 - NO RESPONSE !!!!

From: Laurissa Neethling <***> Date: 10 July 2019 at 15:39:12 SAST To: "***" <***> Subject: URGENT ATTENTION: FAIS NON-COMPLIANT CUSTOMER SERVICE COMPLAINT

10 July 2019

To whom it may concern

10 months ago - “The best or nothing”, this slogan caught my attention immediately! It described my personality, my goals and my dreams and influenced my decision to purchase my Mercedes Benz 100%. When I heard this slogan, I wanted to be a Mercedes Benz Client because I deserve THE BEST.

“Kudos to Mercedes! They literally won me over with 4 words” – LC. Neethling

Being a young professional always looking to the future, I also decided to purchase a 40 000 km extended maintenance plan at a steep ±R 40 000.00 – I have a busy life with enough stress and did not want to get a surprise when my vehicle required a service.

Upon my vehicle purchase I was informed by the GM dealership that Mercedes Benz will contact me to schedule an appointment to take me through my vehicle’s workings and the extended maintenance agreement. To date I have not been contacted to schedule this appointment. Being a busy human, I let it slide as I figured out the workings of the vehicle myself and expected no hassles… Mercedes Benz, The best… or nothing, right?

Today – I arrived at the Mercedes Benz East Rand Branch to service my vehicle as pre-booked. The facilities are neat, seems to be well managed and the staff are helpful. It’s satisfying my expectations… Until my vehicle inspection is completed. I am informed that my vehicle indicates that the service is overdue by 3800 km and therefore my purchased 40 000 km extended maintenance plan has been voided due to some clause in the agreement. My vehicle can only be serviced if I agree to pay cash (±R 11 000.00 to R 15 000.00) or if I reinstate the agreement (±R 30 000). I was looking forward to paying R 0.00, because I’ve already paid R 40 000.00 and have not used 1 cent of it as this would’ve been my first service. At this point I feel completely ******! How can Mercedes take ±R 40 000 from me and deliver NOTHING?

I insist that Mercedes Benz South Africa reinstates my 40 000 km extended maintenance agreement with NO COST to me and advises on the date, time and location where I can have my vehicle serviced at NO COST to me. This matter is quiet urgent as I am running a major risk of vehicle breakdown due to the failure of the expected service delivery upon my arrival at Mercedes Benz East Rand. I believe the below FAIS Act sections entitle me to insist on the aforementioned and will assist you with resolving my complaint in accordance with my best interest as the Client.

Act Section

How it’s applicable to the resolution of this complaint

2

Mercedes Benz has the general duty of rendering their services honestly, fairly, with due s****, care and diligence, and in the interests of clients and the integrity of the financial services industry, at all times.

3.1.d

Mercedes Benz has the specific duty of rendering services in accordance with reasonable requests or instructions of the client, which must be executed as soon as reasonably possible and with due regard to the interests of the client which must be accorded appropriate priority over any interests of Mercedes Benz.

5.d

Mercedes Benz did not disclose to me any conditions or restrictions applicable to my purchased extended maintenance plan as the said appointment has to date still not taken place.

6.b.

Mercedes Benz did not provide to me the information referred to in section 5.d.

7.1.c.vii

Mercedes Benz did not provide to me the full and appropriate information of the concise details of any special terms or conditions, exclusions of liability, penalties, excesses, restrictions or circumstances in which benefits will not be provided, as the said appointment has to date still not taken place. 21

Mercedes Benz may not request or induce a client to waive any right or benefit conferred on the client, or recognize, accept or act on any such waiver by the client, and any such waiver is null and void.

Awaiting your timeous confirmation of resolution together with the requested information.

I hope for the relationship with Mercedes Benz to be repaired.

Regards Miss. LC. Neethling