HORRIBLE CUSTOMER SERVICE FROM THE MERCEDES-BENZ FOUNTAINS BRANCH PRETORIA

<p>I had a horrible experience at your Mercedes-Benz Fountains branch in Pretoria central.</p> <p> </p> <p>I drive a Merc S 350. I raised my concern with Ilke Brand the service advisor that twice the garage checked my oil and the car needed 2L and swallowed it yet there was no warning on the computer system. Since it was afterhours and I had a 6 hour drive, I had to add the oil on both instances. This was concerning because it made me feel unsafe</p> <p> </p> <p>Ilke transferred me to the Service/ Workshop manager who told me my car was fine. I asked him at what oil level does the car send a warning signal he said in half a liter. The issues I had can be summarized as follows:</p> <p> </p> <p>Lack of precise technical knowledge<br />I asked him to drain the oil to half a litre so I can get the warning signal to restore my confidence he agreed. When I got there, he took me to the workshop with Ilke. The story had changed to “This car takes 8 litres, so when the oil drops to 4 litres, it will give the warning signal. I then asked for a written spec which stated 6.5L. This was a serious concern that the Workshop manager did not know this information nor research it properly knowing I am coming for some experiments.</p> <p> </p> <p>Customer Service<br />We agreed to drain the oil to 4L although they were reluctant and saying it could affect the engine. I said I have driven this car 2L short of oil twice without a warning signal, so this test has to be done. They drained the oil to 4L, and that’s when the Branch Manager walked in red in the face and I could tell I was going to get some attitude. He said Mam can I help you, and I said they are helping me already. Then he burst, FOR A START YOU ARE NOT SUPPOSED TO BE IN MY WORKSHOP FOR YOUR SAFETY with an angry tone.</p> <p> </p> <p>I said</p> <p>Bring the safety shoes I have worked in factories before. He refused<br />Leave Ilke and the Workshop manager to help me they seem to have a better EQ to solve the problem than you<br />I did not go into the workshop at gun point, your staff took me there so you should be shouting at them not me<br />It sounds like they make better managers than you. He chased me out<br /> </p> <p>Finally, the Workshop Manager comes looking all angry and says the oil is at 4L. I then ask him what to expect as a signal, he says it will show a red light. I expected him to drive with me so we can both check that the car brings the signal, but that would have been an impossibility.</p> <p> </p> <p>Is this the customer service that we should expect at MERCEDES Benz? I have driven almost every brand and when there are technical problems, you get treated with courtesy and empathy. I thought I should get the Directors response before I publish my experience on hello Peter and other channels that I have access to. Looking forward to hearing from you</p>