Disatisfactory Service Mercedes Benz SA

To whom it may concern.

At the outset, I wish to place on record that I write this email with as much restraint as I can muster, trying to avoid using derogatory language as I am not a happy customer of a brand who claims to be so superior to others, as you say, “the best or nothing”.

A few months ago, I purchased a Mercedes Benz CLS C53 AMG (VIN No: WDD***A011419) for 1.25 million cash as I was very pleased with the look of the vehicle and I believed that I had invested in a superior quality vehicle which created within me peace of mind as I believed that I was receiving value for money. That being said, I had other options including Porshe but decided on the Mercedes Benz. Little did I realise that this purchase would become an absolute nightmare sending me into a state of doubt, insecurity and even turmoil. I would like to state, that when someone buys a brand that proclaims to be superior and you outlay that kind of money, there is a certain level of expectation that is created. Firstly, that you have bought the best and secondly, with that comes a level of not just service, but after-care that is second to none.

On 31 October 2021, I was driving home and noticed that the aircon in my car started acting up. Paying it no mind I got home and parked the vehicle off. When I later tried to move it, the car would not start. I immediately suspected it could be the battery but at that stage could not confirm it at the time. I then got hold of Mercedes, who sent a tech out within an hour and tow the vehicle from my home. This is where my nightmare begins as little did I know that I have literally just enjoyed my last ride. By Wednesday, 3 November, no one from Mercedes called me to at least even acknowledge that my vehicle is there and that they are working on it or what the progress is. Needless to say, this did not sit well with me as I became very uncomfortable as I was now with a vehicle and seemed to have been dispossessed of this vehicle. When I did get hold of the service department, I am advised that a part was installed, but the vehicle was still not working. At this stage now I am bemused as the company that designed and made the vehicle, had no clue what was wrong with the vehicle. They then charged the battery, but upon start-up it seemed that it was instantaneously being drained. I have been going back and forth with what seems to me as an absolutely clueless sales team and an even worse service department. I want to add at this point, that no one from your organisation, especially your Umhlanga branch called me, but instead I was the one calling each time to enquire what was going on. This is definitely not the level of service that I ever expected, and neither do I have to tolerate it. Then when they seemed to have some inkling of an answer, I was advised that the part had to be imported from Germany and that it would take 3 weeks to arrive. That is not even the worst of it. I was not even offered me a courtesy car and when I did enquire, I was told that none was available. This to me was absolutely amazing as a brand and an organisation as big as yours had no available vehicles but more importantly had no clue what customer service was. After numerous phone calls, which I had to make, a car was provided to me. No one either from your organisation or the branch in Umhlanga called to even check on me as the customer to try to find a solution.

Approximately 2 weeks ago my vehicle was returned to me, and I immediately used it for work purposes to travel to our site in Richards Bay as I was assured that now all is well. The imported part now installed; Mercedes was confident that the vehicle is now fit for use. Me being the customer, place faith in that. About 300 meters before taking the off-ramp to Richards Bay, the car again stalled and would not move. Once again, I called Mercedes who uplifted the vehicle. I was not even offered a lift back to Durban. Until a few days thereafter, there was no communication from Mercedes. And even that communication was from Blessing in Umhlanga to advise that they are still working on the vehicle. This to me is the last straw.

The reality is that I no longer feel safe in that vehicle and no longer trust it as I am not sure that I will reach my destination. And neither do I have any confidence in your brand any longer. The vehicle seems to have been more in your possession than mine. The level of service as well as the product has removed all hope and confidence I may have had. The question I ask is why did I have to spend that amount of money on a product that now seems useless? If you as Mercedes Benz do not even know what is wrong with the vehicle, it does not instil in me any confidence. What makes me even more anxious is the fact that my wife and daughter sometimes use the car and I shudder to think of them stalling on the side of a busy highway, especially in this current crime climate we currently live in. What is even more scary is that I travel away for work, sometimes overseas. This is not what I regard as value for money. And neither am I at peace. From the history I have given, it is clear that Mercedes Benz either do not know what is wrong with the vehicle or do not care about my situation or me as a customer. Its seems that more emphasis is placed on value (money), rather than values. It makes one question whether this is the kind of product that your company produces? A product that even you do not know how to repair. And for the money that I have invested, one would expect a certain level of service that will accompany that value. That has not been forthcoming and for that I am greatly disappointed.

It is with that that I would rather resolve to cancel this agreement and be placed in my original position where the full value of my investment is returned to me immediately. I do not want this vehicle back as it has brought me nothing but trouble as I have not really had any peaceful possession and enjoyment of this vehicle.

I trust that my matter will receive the urgent attention it requires.