Meedes Benz - serviced or not serviced?

We bought a pre-owned Mercedes GLC 250d from Pinnacle Motors in December last year and it had a full-service history with Mercedes, and we were so excited to have it. It was about to go out of motoring plan as it was at 85000 km’s and a 2017 model. According to the service history, the vehicle had its major service at 83868 km’s and knowing this we were comfortable that the vehicle was in good shape as, after all, a Mercedes Service was not a fly by night service, it was a Mercedes service.

According to the Mercedes Benz website, a major service should include the following:

• Synthetic Motor Oil Replacement • Oil Filter Replacement • Cabin Dust/Combination Filter Replacement • Brake Fluid Exchange • All Fluid Level Checks & Corrections Are Dependent on Factory-Recommended Service Intervals for Your Vehicle's Year & Model. • Tire Inflation Check & Correction • Brake Component Inspection • Reset Maintenance Counter

At +-86000 km’s, the vehicle started giving us an ESP warning and a braking system warning. We were alarmed because as far as we know it had just had its service and as were still in 2022 and as the vehicle was not out of motoring plan yet, we took it to Mercedes Centurion. The feedback we got was that the brakes were in dire need of replacement and that we must please, please not drive more than 1000 km’s and that new brakes have been ordered and will take 4 to 6 weeks to become available. Edgar (service representative) could not emphasize enough how important it is that we limit our driving and he said he cannot explain why the brakes were not picked up during the major service as they are totally worn down. He said that the brake replacement would be paid for by Mercedes.

I am horrified that this happened and what is worse is that I now wonder what else was neglected during the major service? If a simple thing like checking the brakes, which is part of a major service, was not done, then what else that should have been checked and replaced was not done. Mercedes now has the luxury of saying the vehicle is out of motoring plan, not our problem. My life and that of my family is at risk every time I go out at the moment as we only have one vehicle, otherwise I would not set foot in this car.

I am so saddened that I am driving a Mercedes, a vehicle brand I have such high regard for, and I am terrified about every sound and click I hear in the car. I just do not trust it anymore. Mercedes’ reputation is of quality and precision and I believe this tarnishes that perception. I am sure that in an accident, my insurance would not cover my damages as the brakes are not of a sufficient standard and I would hold Mercedes accountable.

I find this entire incident unacceptable and I would have expected that once Mercedes had given the all clear on the vehicle, that it was all clear. But I don’t feel safe in this Mercedes anymore. In fact, I would like Mercedes to book the vehicle in again and do the major service over – properly – and confirm if everything is as it should be, free of charge.