Disgusting Service Mercedes Benz

My wife's Mercedes GLC had an issue whilst the was en route to Sedgefield on Tuesday the 29th of March. I advised her to go the STANMAR MOTORS in George as maybe, just a remap was needed. When she arrived (30th) nobody seemed to care and she was told that they cannot help her immediately and she must bring the car back first thing the next morning. She did at 07H00. At 16H00 they called her to tell that the knock-sensors were faulty and that she should not drive the car back to Jo'Burg. On Friday, April 1st, they called to say that they did not have the parts and that they would have to get them from Mercedes - which should be there on Monday. Oh, and we do not work on Saturday so up yours!! She requested a vehicle to use - they said that they did not have. My wife then arranged to fly her and her grandson back to Jo'burg ( at her own expense ) and that STANMAR Motors would truck her car to her in Johannesburg by Thursday the 7th of April. The car was only collected on Friday the 8th and on Monday the 11th -- the car was in East London but nobody could tell her where it was or when it would be in Jo'burg. I phoned to speak to Mr Matthews ( Dealer Principle) but he was in a meeting so I was put through to the G.M. Heino Schmidt. We had a blunt talk about this matter but he could not enlighten me further. I asked why my wife had not been offered a replacement car under her motor plan guarantee. He said he would look into it and respond. he did on the 11th, late afternoon. A car would be organised for today -- 12 April. I called but he was unavailable. My wife called and was advised that " they had requested a car but rather, she should call Mercedes Assist" REALLY !!! So, I called MERCEDES BENZ head office to speak to someone senior but I was directed to "Customer Complaints " I told the lady my issue and asked her to direct my call to the After Sales Director. She could not do this because I needed to follow protocol and " log a complaint" . REALLY !! Well ---- that was not going to happen because nothing had happened for 13 days so why would me logging compliant serve any purpose ? I told the callcentre lady that this was not helping and that I would rather contact hellopeter, because then someone will jump up and down. Simply put -- shocking service and too many "systems" in place that are pointless and time consuming. STANMAR MOTORS you are simply -- useless.