Disappointed

Dear Mercedes-Benz Customer Service, I trust this email finds you well. I am writing to express my deep disappointment and frustration regarding an issue that has not only caused significant inconvenience but also left me feeling extremely dissatisfied with the service I received. On Friday, August 8, 2025, at approximately 11:45, I filled the AdBlue liquid in my vehicle. Despite this, the dashboard display showed that it still required a refill. Following this, I contacted the emergency helpline via the vehicle's emergency button and was advised that the vehicle would require a reset, which could be completed quickly at the Mercedes-Benz The Glen branch by your team. I was then put in touch with an advisor who referred me to Hannes for assistance. I drove the vehicle to the branch, fully expecting a brief reset, as was explained to me. Upon arrival, Mohamed collected the vehicle and proceeded with the reset, which, contrary to the initial estimate, took about an hour. Once the process was complete and I drove out of the gate, I noticed that the vehicle would no longer engage second gear and remained stuck in first gear. Furthermore, the engine light appeared on the dashboard, and the vehicle became undriveable. This is extremely concerning as my vehicle was operating perfectly when I drove it in for the simple AdBlue reset. Subsequent to this, I have received the attached quotation for repairs. However, I am declining the quotation for the following reasons: Exorbitant Pricing – The costs outlined are unjustifiably high. Vehicle Condition Before Service – My vehicle was in perfect working order before the reset and was not experiencing any mechanical issues. Given the above, I am requesting that the reset action be reversed and that my vehicle be returned to its original condition. If this is not feasible or requires significant time, I kindly request that a replacement vehicle be provided to me as a matter of urgency. I also feel strongly that I am being pressured into paying either the R1,500 diagnostic fee or the R271,000 repair cost for an issue that was not present when I brought the vehicle in. This situation has left me feeling that I am being unfairly coerced into agreeing to excessive charges. As I am currently without a vehicle, and my wife is facing challenges in transporting our children to school, I urge you to treat this matter with the utmost urgency. I expect a resolution within 24 hours, failing which I will have no choice but to escalate this matter to the Ombudsman. I trust you will act swiftly to resolve this situation.