Costly incorrect advise provided by Mercedes Benz Sales person at the Point of sale

I want to express my disappointment to a brand that I trusted so much for giving me a costly incorrect advise and in return refuse to take responsibility or meeting me halfway. First of all I had no reason to doubt or question the advise provided by the Sales Person. Actually I thought Mercedes Benz looks well after their clients, and the truth was it was too good to be true.

I bought a car in 2018 from Mercedes Benz Menlyn . At the point of sale I wanted to include extension of the motor plan in my Absa finance (As Absa Consultant was there at Mercedes Benz) , however the my Sales person advise me otherwise saying since since my car was still on motor plan there is no need . I wanted to include the motor plan at the point of sale as I knew that I will not have the lump-sum when it is needed, also with changing financial status and criteria of banks on evaluating affordability gives me no guarantee of getting a bank finance when I need it. My Salesperson then said when my mileage reaches 90 000 or early January 2019 as it was expected to be in the 90s I could give her a call and she will facilitate the extension of the motor plan.

In December I had to collect something from the Dealer, and my sales person asked me randomly as to how the car was treating me and my mileage. Responding to her, she said lets facilitate the extension of the motor plan and not leave it for hectic January. In my presence she sent an email to their service department to facilitate the process. Few days later I made a follow-up with the service department and I was provided with the quotation. I gave them a go ahead to process with the process. Then came a question "Is your car finance by Mercedes Benz?" I said no. Then the response "Sorry Maam, we only extend for Benz Financed car, for you is cash or seek alternative finance. Where do I then get R34 647.00 cash? I call the sales person with this new information . She was also surprise as I was, she then ask me to remain on the line while she is calling the person that was helping me. She was told the same information. She then says "but I have been telling all my clients this information, and this is the information I got from my Supervisor"

I escalated this matter with Mercedes Benz South Africa on 19/12/2018 through their customer services. Till to this end, I have not receive any response from them. Today upon follow-up I made one of their consultant told me this is not kind of dispute that they entertain. Quoting him verbatim " Information that was provided or not provided" . I find this very shocking, information provided by your employee represent your brand