Lip Service to Customer Service

In June I got a quote, from a dealership, for an extension to the maintenance contract on my M/Benz C180 Coupe which at the time had barely done 50,000 kms, The quote was R21792.50. Since the maintenance only expired in September I did not take this up at that time. Imagine my horror when in July I got another quote, this time for R46000.00. When I queried the enormous jump the dealership referred me to M/Benz itself. The call centre agent told me that there had been a price increase in May, which prompted me to point out that on my calendar June came after May. After numerous calls, where I could not get past the call centre., although I managed to get the supervisor's name and the supervisor's supervisor's name messages were left unanswered, save for an email which told me "Mercedes-Benz South Africa Ltd. reserves the right to refuse/increase its price on any such extension at its sole discretion and without explanation' and in the next paragraph 'We trust you will remain a loyal Mercedes Benz supporter and wish to assure you of our continued support and commitment to customer satisfaction'. After the toing and froing of several emails I was advised to take my case to the to the Motor Industry Ombudsman (MIO). I then tried to contact the CEO, but the only email addresses I could find where those of two ladies, who I did email. One of them must have instructed another lady from customer services, who telephoned and was very sympathetic, said she would try to motivate for me, but made no promises. Did she contact me again... not until I had fired off more emails. Eventually I received a three page letter, signed by the Customer Relationship Manager and the Manager: Warranty, Service Contracts and Projects giving me all the benefits of their product and stating again that there had been an increase on 1st May - no mention of the quote I received in June after the price increase - and informing me that they were not in a position to assist with goodwill. Although I was originally incensed by the outrageous increase I was equally incensed by the shoddy, indifferent treatment and lack of interest I got from the call centre, customer services, and my appeal to the CEO, all of which I consider warranted some goodwill, but in the end all I got was their 'commitment to customer satisfaction' in every email and still no explanation as to why the June quote had escalated so dramatically in July, when the increase had been in May. To say I am disgusted, is to put it mildly.