Mercedes

I am the owner of a 2018, GLE 350d. Around 29 May, I experienced a lack in power and reported it with Mercedes. I was advises that the best option will be to deploy roadside assistance. A day later a roadside assistant made attendance and after conducting various tests advised that the vehicle need to undergo repairs. I was advised that the device regulating air flow into the engine has been breached / damaged. Consequently, the following day the vehicle was transported to Cargo, Klerksdorp, for purposes of repairs. Later that day, I received a call from Cargo who requested that I advise them of the reasons the vehicle was delivered to them. I requested that they consult with the assistant, who I understood was from their dealership. Later, I phoned to learn that they received the feedback from the assistant and that the vehicle is booked with them form purposes of repairs. Two days later I contacted Cargo and was advised that they need to order a certain part and that delivery is only expected within 5 to 7 days. The next week I enquired as to the progress made. I was advised that they received the part and that repairs are expected to be completed in a few days. Unfortunately, a week later (after various requests and calls) I was advised that the gear box needed to be send for repairs. This made no sense, especially as it was never disclosed that the gear box was affected /damaged. I attempted to consult with the relevant persons at Cargo. However, after various undertakings by the receptionist nobody returned my calls. A few days later I was able to learn that the feedback given to me was incorrect as the repairs did not relate to the gearbox but rather to the jack that is required to be used to reinstall the gearbox (as same was required to be removed). Another week passed and, again after various enquiries from my side, I learned that the wrong O-ring was ordered. About a week later I was able to learn that Cargo received the new O-ring but that they do not have the tool to install the O-ring. On Friday, 25 June 2021, I was advised that Cargo received the tool and that I can expect the repairs to be completed on Monday 28 June 2021. Without any surprise, the repairs remain to be completed and I still have no indication of the scope the works that was required or when I may expect delivery of my vehicle. On 29 June I send an email to Mercedes South Africa to express my grievances. But to date even they fail to respond.

It goes without saying that my experience with the brand has not been satisfying and I will refrain to, in future, remain with the brand if this the “exceptional” service which is sold and marketed to the public.