********** service, lack of concern or empathy, no end in sight after 5 weeks!!!!!!!!!

Item: Mercedes-Benz South Africa
Rating: 1
Author: Michael S

On the evening of Friday 27 May 2016, i broke my flip key in my ignition. Distraught and panicked, the next morning I contacted the nearest Mercedes Benz dealership in Northclif, Jhb. I was advised that i needed to bring the vehicle, my NATIS docs, my ID and payment of R4 500-00 to place a new order for keys. i was advised that this could probalby take about 3 weeks to get sorted. Despite this delay and this being my only and primary means of transport arranged my life around the 3 weeks. this has meant public transport (where i can), uber trips and favours from friends and family. but i was prpepared as the 3 weeks would end eventually. But to date 4 July 2016, i still i am not sure when or if i will be getting my car back. constant calls and promises of feedback have fallen on deaf ears and my stress and misery levels are at an all time high. i feel so hopless and helpless right now that i am prepared to do ANYTHING to get some repsonse or feedback. i am prepared to go the head office strip naked and NOT LEAVE THEIR offices until somebody sorts my problem out! The chnrology of events: 1 June 2016 - booked car into delaership, paid the R4 315.50 and handed documents to Zettie Le Roux, for the purchase and ordering of the key. Was advised that it wil take 3-4 weeks to get new keys. no courtesy car or anything was offered After weekely followups, i waited until the 4 weeks were up to determine if there was any progress on the ordering and delivering of the key from Germany. was told that my key was still on 'back order' and that i could not be provided with an ETA of the keys. after numerous calls and converstaions to Zettie le Roux and manager at Mcerdes Benz Northcliff was advised that there was nothing that they could do and i would probably have to wait another 3-4 weeks , making this 8 weeks in total. at this point still no form of recommendation, compenation or assistance form Mercedes-Benz. i then decided to contact their customer service to expidite matters, when i got hold of lady by the name of Pahko on Monday 25 June 2016.She was attentive and advised that she would get me a response on my keys by the EOD. after not getting repsonse i contacted her agin on Wednesday 27June 2016, where i was advised that the key was due to a parts delay at Mercedes Benz Germany, and i still will NOT get an ETA. i was livid at this point. i then requested that what am i suppose to do in the interim as i cannot hire a vehicle as i am paying premoiums of R5000 (totaling R10 000) on a car i am NOT even using. i was advised that Mercedes would then sort out car hire for the interim and after being advised that i would get a call from Sarah/Sheri by EOD i would be sorted. Waited until Friday 29 June 2016, where again i was advised this would be osrted and i will be getting my call on Friday bvefore EOD. I then returned the call at 4.30 pm and was advised that Pakho would get back to me , alas no call was received. it is now Monday 4 July 2016, no ETA on my keys, i have now been without a car for more than 5 weeks in total, i still hve NO IDEA IF OR WHEN I will get my car back with keys (that i already paid for), no car hire has been done, still awaiting feedback from the dealer principal and not sure if Pakho or anyone else ar Mercedes-Benz is goinf to do anythign to asist me. I AM NOW SO STRESSED OUT AS I CANNOT FULFILL MY OBLIGATIONS WITHOUT A CAR, I HAVE MISSED FUNCTIONS AND ENGAGEMENTS, I HAVE EXHAUSTED FAVOURS AND REQUESTS WITH FRIENDS AND FAMILY. I HAVE MISSED A HOLIDAY ON THE LONG WEEKEND OF THE 15 jUNE. AND WILL PROBLABLY MISS A ****DING THAT I BOOKED ACCOMODATION FOR ON WEEKEND OF 22-24 JULY 2016. MY SISTER RISKS HER KIFE TAKING PIBLIC TRANSPORT GETTING TO COLLEGE AND HOME (AS WE LIVE A DSTANCE FORM THE BUSSTOP AND I HAVE MISSED SEVERAL LECTURE IN THE EVENING FOR MY POST GRAD STUDIES. I AM REALLLLY REALLLLLY FRUSTRATED, ANGGRY, DISILLISUONED AND LET DOWN WITH THIS ********** SERVICE I HAVE RECEIVED. AND NOBODY NOBODY SEEMS TO CARE!!!!!!!

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